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Create An Accountability Culture Handout1.2010


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How do you develop a culture where the employees want to be held accountable?

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Create An Accountability Culture Handout1.2010

  1. 1. How to Create an Accountability Culture, Painlessly SUBTITLE HERE December 10, 2009 • 11:00 a.m. CST
  2. 2. <ul><li>Housekeeping Items: </li></ul><ul><ul><li>The phone line will be muted </li></ul></ul><ul><ul><li>This webinar is being recorded </li></ul></ul>
  3. 3. <ul><li>Saving Today’s Presentation Slides: </li></ul><ul><li>To save a copy of this presentation, you can only do so during today’s event. Go to the file menu at the top left corner, select transfer , and when the transfer box appears on your screen, double-click on our document to save to your PC. </li></ul>
  4. 4. <ul><li>Webex 101: </li></ul><ul><li>Click to raise your hand </li></ul><ul><li>Click to answer Yes to a question by the instructor </li></ul><ul><li>Click to answer No to a question by the instructor </li></ul><ul><li>Use emoticons to express your feelings </li></ul>
  5. 5. <ul><li>How to Use the White Board </li></ul><ul><li>Annotation Tools </li></ul><ul><li>Pointer </li></ul><ul><li>Text Tool </li></ul><ul><li>You must hit the Enter Button to display your response! </li></ul>
  6. 7. Webinar Presenter Kristie Jones General Manager e-Learning LIVE [email_address] 888-432-3077 Ext. 109
  7. 8. <ul><li>Agenda for Today : </li></ul><ul><ul><li>What Employees Want from You </li></ul></ul><ul><ul><li>Engagement </li></ul></ul><ul><ul><li>Communicating for Buy-In </li></ul></ul><ul><ul><li>Execute and Follow-UP </li></ul></ul>
  8. 9. Whiteboard What Do Employees Want from the Company ?
  9. 10. Whiteboard What does the Company want from its Employees ?
  10. 11. Today’s Employees Want: <ul><li>Meaningful work </li></ul><ul><li>Enough authority to do the job </li></ul><ul><li>To use their discretion </li></ul><ul><li>A sense of competence </li></ul><ul><li>To be making progress </li></ul><ul><li>Accountability </li></ul><ul><ul><li>“ On average, 50% of employees do not know what is expected of them.” </li></ul></ul><ul><ul><li>The Conference Board </li></ul></ul>
  11. 12. What is Employee Engagement? An emotional connection that influences greater discretionary effort.
  12. 13. Poll Question <ul><li>What percentage of your employees do you believe are highly engaged? </li></ul><ul><li>0%-25% </li></ul><ul><li>25%-50% </li></ul><ul><li>50%-75% </li></ul><ul><li>75%+ </li></ul>
  13. 14. Are These Your Statistics? Highly engaged – 21% Moderately engaged -- 63% Actively disengaged -- 16% Who is engaged?
  14. 15. Why Should We Care?
  15. 16. Low Engagement High Engagement ISR Study of 664,000 employees: Net income Operating income Earnings per share -32.7% +19.2%
  16. 17. Employee Accountability Requires Effective Communication <ul><li>“ Engagement and commitment improve dramatically when employees know what is expected of them, and how they fit into the total picture.” </li></ul>From a report by Right Management consultants
  17. 18. <ul><li>85% of employees come to work each day wanting to be accountable. </li></ul><ul><li>But, only 45% remain so throughout the day. </li></ul>&quot; Engaged employees are excited and enthusiastic about their jobs. They resist distractions, tend to forget about time, and routinely produce more than the job requires. They enjoy searching for ways to improve circumstances and volunteer for difficult assignments. They also encourage others to higher levels of performance. Finally, they are proud to be involved with their organization and are more likely to stay with the company.&quot; PEI Study
  18. 19. <ul><li>Prescribing actions creates push-back. </li></ul><ul><li>Describing results creates involvement. </li></ul>The Brain-Behavior Connection
  19. 20. <ul><li>Accountability in Action: </li></ul><ul><li>You have asked Mary twice to provide the department’s latest customer complaint report. It still is not on your desk. </li></ul><ul><li>You ask again; Mary says she has too much on her plate already. What do you do? </li></ul>
  20. 21. <ul><li>The Hazardous Half-Minute </li></ul>Tell a Story See & Hear Feel Act
  21. 22. The (less) Hazardous Half-Minute See & Hear Question Analyze Act Crucial Confrontations, K. Patterson, et al, 2005
  22. 23. Goal: Engage While Leading for Accountability Able Willing 100% 100% Employee <ul><li>Jointly explore core issue(s) </li></ul><ul><li>Stay aware of engagement drivers </li></ul>
  23. 24. Expectations Mean Everything <ul><li>Approaches to avoid </li></ul><ul><ul><li>Charisma </li></ul></ul><ul><ul><li>Power </li></ul></ul><ul><ul><li>Perks </li></ul></ul><ul><li>Jointly explore </li></ul><ul><li>Consequences </li></ul><ul><li>Pleasure vs. pain </li></ul><ul><li>Hidden Victims </li></ul><ul><li>How others see them </li></ul>
  24. 25. Model for Dialogue <ul><li>Observe performance </li></ul><ul><li>Consider circumstances </li></ul><ul><li>Initiate conversation </li></ul><ul><ul><li>Describe performance gap </li></ul></ul><ul><ul><li>Probe for circumstances </li></ul></ul><ul><ul><li>Agree on a plan </li></ul></ul><ul><ul><li>Follow up </li></ul></ul>
  25. 26. Motivation vs. ability <ul><li>Motivation </li></ul><ul><li>Importance </li></ul><ul><li>Context </li></ul><ul><li>Consequences </li></ul><ul><li>Ability </li></ul><ul><li>Knowledge & skills </li></ul><ul><li>Coordination, efficiency </li></ul><ul><li>Barriers </li></ul>
  26. 27. When To Discipline <ul><li>Engagement approaches not working </li></ul><ul><li>Learning does not “take” </li></ul><ul><li>Insubordination </li></ul>
  27. 28. The Key to Execution is Leader Involvement <ul><li>Know your people and your business </li></ul><ul><li>Set clear goals and priorities </li></ul><ul><li>Insist on realism </li></ul><ul><li>Follow through </li></ul><ul><li>Reward the doers </li></ul><ul><li>Expand people’s capabilities </li></ul>
  28. 29. Questions?
  29. 30. <ul><li>e-Learning LIVE </li></ul><ul><li>How it Works: </li></ul><ul><li>Customized to your company/industry </li></ul><ul><li>e-Learning course as Pre-work/Post-work </li></ul><ul><li>4 One-hour Live Virtual Instructor-led Session </li></ul><ul><li>1 One-hour Follow-up Class </li></ul><ul><li>Participate in Discussion Groups with Instructor </li></ul><ul><li>20+ Classes offered covering: </li></ul><ul><li>Leadership/Management </li></ul><ul><li>Sales/ Sales Management </li></ul><ul><li>Customer Service </li></ul>
  30. 31. Benefits of e-Learning LIVE <ul><li>Training is spread out over eight weeks to ensure mastery of skill </li></ul><ul><li>Homework is given each week. Practice =Behavioral Change </li></ul><ul><li>Blended learning increase retention </li></ul><ul><li>Instructor is available online and off </li></ul><ul><li>Increase employee connectivity </li></ul><ul><li>No cost for travel. Train from the comfort of your office. </li></ul>