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How Caribbean Executives
Can Raise Their Standards
Francis Wade
HRMATT’s 9th Biennial Conference
Hilton Trinidad & Confere...
We want high accomplishments
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
2
More than individual standouts
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
3
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
4
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
5
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
6
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
7
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
8
History
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
9
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
10
You
A Caribbean Solution
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
11
My
case
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
12
2 partners
With a partner, pick one
interpersonal situation that you
want to improve. Take 2 minutes.
What problems could be resolved...
How to Close the Gap?
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
14
1. Develop a
hypothesis
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
15
What are the Causes of a Problem?
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
16
Problem
Cause #1
Cause #2
Be...
Example: Sales Behaviours
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
17
Poor
Sales
Lack of
leads
Not asking
...
Why Behaviours?
They are essential for change
to occur
They are often ill-defined or
unknown
They come after every other
a...
Assumption 1 Consistent, deli
berate practice
impacts
performance
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013...
Behaviours that
are:
Observable
Coachable
Visible
Video-TapableHRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
20
For the problem you chose before…
What are the underlying
behaviors you want to stop or
start?
HRMATT’s 9th Biennial Confe...
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
22
Case Study
A client in 3 Caribbean countries (T&T, Barbados
and Jamaica)
Change coaching behaviours
HRMATT’s 9th Biennial ...
Diagnosis and Design:
Embed behaviours into 2 person interactive cases
with a Protagonist and an Actor
HRMATT’s 9th Bienni...
How? Custom-Built Cases
Involved interviewed with multiple executives
Looked for realistic situations
Used real language /...
For Example
Unknown to him, the employee has received
another job offer (for the same pay) and is in
the final stages of m...
Protagonist
The focus of the training
in each role-play
Tries his best to meet a
pre-set goal
Receives a description of
th...
Actor
Follows a scripted role
Attempts to give the
protagonist a challenge
Receives a description of
the case from her
per...
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
29
2. Throw people in
Quiz: What’s the best way to start
this kind of training session?
a) Teach people the correct best practices in the
behavi...
The Answer:
Each training session began with a short outline
of the principles to be used
Experience shows that what is ou...
Capture the
interaction
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
32
3. Going for Immediate Improvement
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
33
Bad
Performance
Debrief the video-tape slowly
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
34
Twin Objectives
Feedback for the protagonist
Clearly defined best-in-class
behaviours
HRMATT’s 9th Biennial Conference – M...
Further practice
Ask the Protagonist to
repeat the role-play
using the advice
received (no cameras
required)
HRMATT’s 9th ...
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
37
Why did that
work?Why did I
fail?
Why didn’t my
experience
mat...
Behaviour Traps: Trinidadians
Friendly and so indirect that the actor
would have no clue the shoe was
about to drop
HRMATT...
Behaviour Traps: Barbadians
A Bajan General Manager spoke
for the entire 7 minute
roleplay, then defended the need
to do s...
Behaviour Traps: Jamaicans
Either indirect and vague, or in
school-teacher lecturing mode.
HRMATT’s 9th Biennial Conferenc...
No one-size-fits-all; each individual
needs enough practice to get better
HRMATT’s 9th Biennial Conference – May 13th & 14...
Summary
High standards require new individual skills
All organizational improvements require
collaboration and feedback
Th...
Special Reports
1. Lights! Camera! Action! Method
2. Lights! Camera! Action! Case Study
HRMATT’s 9th Biennial Conference –...
To Receive My Special Report
HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013
44
Minnie Mouse minnie@disney.com
Jo...
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How Caribbean Executives Can Raise Their Standards Slide 1 How Caribbean Executives Can Raise Their Standards Slide 2 How Caribbean Executives Can Raise Their Standards Slide 3 How Caribbean Executives Can Raise Their Standards Slide 4 How Caribbean Executives Can Raise Their Standards Slide 5 How Caribbean Executives Can Raise Their Standards Slide 6 How Caribbean Executives Can Raise Their Standards Slide 7 How Caribbean Executives Can Raise Their Standards Slide 8 How Caribbean Executives Can Raise Their Standards Slide 9 How Caribbean Executives Can Raise Their Standards Slide 10 How Caribbean Executives Can Raise Their Standards Slide 11 How Caribbean Executives Can Raise Their Standards Slide 12 How Caribbean Executives Can Raise Their Standards Slide 13 How Caribbean Executives Can Raise Their Standards Slide 14 How Caribbean Executives Can Raise Their Standards Slide 15 How Caribbean Executives Can Raise Their Standards Slide 16 How Caribbean Executives Can Raise Their Standards Slide 17 How Caribbean Executives Can Raise Their Standards Slide 18 How Caribbean Executives Can Raise Their Standards Slide 19 How Caribbean Executives Can Raise Their Standards Slide 20 How Caribbean Executives Can Raise Their Standards Slide 21 How Caribbean Executives Can Raise Their Standards Slide 22 How Caribbean Executives Can Raise Their Standards Slide 23 How Caribbean Executives Can Raise Their Standards Slide 24 How Caribbean Executives Can Raise Their Standards Slide 25 How Caribbean Executives Can Raise Their Standards Slide 26 How Caribbean Executives Can Raise Their Standards Slide 27 How Caribbean Executives Can Raise Their Standards Slide 28 How Caribbean Executives Can Raise Their Standards Slide 29 How Caribbean Executives Can Raise Their Standards Slide 30 How Caribbean Executives Can Raise Their Standards Slide 31 How Caribbean Executives Can Raise Their Standards Slide 32 How Caribbean Executives Can Raise Their Standards Slide 33 How Caribbean Executives Can Raise Their Standards Slide 34 How Caribbean Executives Can Raise Their Standards Slide 35 How Caribbean Executives Can Raise Their Standards Slide 36 How Caribbean Executives Can Raise Their Standards Slide 37 How Caribbean Executives Can Raise Their Standards Slide 38 How Caribbean Executives Can Raise Their Standards Slide 39 How Caribbean Executives Can Raise Their Standards Slide 40 How Caribbean Executives Can Raise Their Standards Slide 41 How Caribbean Executives Can Raise Their Standards Slide 42 How Caribbean Executives Can Raise Their Standards Slide 43 How Caribbean Executives Can Raise Their Standards Slide 44
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[Audio link - http://bit.ly/13F4wFN ]
This speech was presented at the HRMATT Conference in Port of Spain on May 13, 2013. Here is the printed description from the brochure:

“No man, it’s alright. No problem.” The Caribbean is famous for its laid-back attitude, so perfect for getting away from the stresses of the world's capitals. However, it’s not so much fun when you live here and have to experience this attitude first-hand at the Driver's Licensing Office.

Why does this and other awful experiences persist?

Our research at Framework Consulting tells us that it’s a historical backlash. Slavery and indentureship brought harsh consequences for the smallest infractions, and as its descendants we have responded: our workplaces are remarkably free of consequences, feedback and real accountability.

Reversing the tide of history will take more than just talk however.

A few years ago we embarked on a project to train over 80 of the top executives of a regional conglomerate in three countries - primarily in Trinidad but also in Barbados and Jamaica. Quite separately, we also conducted the same transformation program in these three countries in different companies. We learned that our region's professionals are loathe to give feedback, but also that it's easy to correct the problem with the right intervention using customized cases and video-taped feedback.

Come and learn the nuances of changing a core behaviour that plagues Caribbean companies.

New>>> Here is the link to the full audio for the speech. https://archive.org/details/HowCaribbeanExecutivesCanRaiseTheirStandards

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How Caribbean Executives Can Raise Their Standards

  1. 1. How Caribbean Executives Can Raise Their Standards Francis Wade HRMATT’s 9th Biennial Conference Hilton Trinidad & Conference Center May 13-4, 2013 Hear the audio by following the link in the description
  2. 2. We want high accomplishments HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 2
  3. 3. More than individual standouts HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 3
  4. 4. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 4
  5. 5. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 5
  6. 6. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 6
  7. 7. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 7
  8. 8. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 8 History
  9. 9. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 9
  10. 10. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 10 You
  11. 11. A Caribbean Solution HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 11
  12. 12. My case HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 12 2 partners
  13. 13. With a partner, pick one interpersonal situation that you want to improve. Take 2 minutes. What problems could be resolved? Who would work well with whom? What new standard could be set and achieved? What stresses would disappear? HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 13
  14. 14. How to Close the Gap? HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 14
  15. 15. 1. Develop a hypothesis HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 15
  16. 16. What are the Causes of a Problem? HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 16 Problem Cause #1 Cause #2 Behaviours
  17. 17. Example: Sales Behaviours HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 17 Poor Sales Lack of leads Not asking for leads Not adding prospects to database Weak closing Poor closing techniques
  18. 18. Why Behaviours? They are essential for change to occur They are often ill-defined or unknown They come after every other approach has been tried HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 18
  19. 19. Assumption 1 Consistent, deli berate practice impacts performance HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 19
  20. 20. Behaviours that are: Observable Coachable Visible Video-TapableHRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 20
  21. 21. For the problem you chose before… What are the underlying behaviors you want to stop or start? HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 21 With a partner, choose one behaviour to focus on. Take 3 minutes.
  22. 22. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 22
  23. 23. Case Study A client in 3 Caribbean countries (T&T, Barbados and Jamaica) Change coaching behaviours HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 23
  24. 24. Diagnosis and Design: Embed behaviours into 2 person interactive cases with a Protagonist and an Actor HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 24
  25. 25. How? Custom-Built Cases Involved interviewed with multiple executives Looked for realistic situations Used real language / jargon Exaggerated to emphasize an acute problem HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 25
  26. 26. For Example Unknown to him, the employee has received another job offer (for the same pay) and is in the final stages of making a decision. This interaction will help her decide. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 26 An IT manager must convince a seemingly lazy employee to improve her timeliness. She has started to arrive late to every single meeting.
  27. 27. Protagonist The focus of the training in each role-play Tries his best to meet a pre-set goal Receives a description of the case from his perspective HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 27
  28. 28. Actor Follows a scripted role Attempts to give the protagonist a challenge Receives a description of the case from her perspective HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 28
  29. 29. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 29 2. Throw people in
  30. 30. Quiz: What’s the best way to start this kind of training session? a) Teach people the correct best practices in the behaviour before doing the video-taping b) Start video-taping right away c) Give a brief outline of the best practices then start taping d) It doesn’t matter HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 30
  31. 31. The Answer: Each training session began with a short outline of the principles to be used Experience shows that what is outlined makes little/no difference The real action starts when the video tape starts rolling – everyone wakes up The principles are introduced during the debriefing HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 31
  32. 32. Capture the interaction HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 32
  33. 33. 3. Going for Immediate Improvement HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 33 Bad Performance
  34. 34. Debrief the video-tape slowly HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 34
  35. 35. Twin Objectives Feedback for the protagonist Clearly defined best-in-class behaviours HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 35
  36. 36. Further practice Ask the Protagonist to repeat the role-play using the advice received (no cameras required) HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 36
  37. 37. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 37 Why did that work?Why did I fail? Why didn’t my experience match the result?
  38. 38. Behaviour Traps: Trinidadians Friendly and so indirect that the actor would have no clue the shoe was about to drop HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 38
  39. 39. Behaviour Traps: Barbadians A Bajan General Manager spoke for the entire 7 minute roleplay, then defended the need to do so. Others were publicly deferential… to a fault HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 39
  40. 40. Behaviour Traps: Jamaicans Either indirect and vague, or in school-teacher lecturing mode. HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 40
  41. 41. No one-size-fits-all; each individual needs enough practice to get better HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 41 Culture Change!
  42. 42. Summary High standards require new individual skills All organizational improvements require collaboration and feedback The best feedback is often the hardest to give Steady, deliberate practice is the only tactic that works HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 42
  43. 43. Special Reports 1. Lights! Camera! Action! Method 2. Lights! Camera! Action! Case Study HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 43
  44. 44. To Receive My Special Report HRMATT’s 9th Biennial Conference – May 13th & 14th, 2013 44 Minnie Mouse minnie@disney.com John Smith-Ramlogan john@tstt.net Add your contact information to my list /join us!

[Audio link - http://bit.ly/13F4wFN ] This speech was presented at the HRMATT Conference in Port of Spain on May 13, 2013. Here is the printed description from the brochure: “No man, it’s alright. No problem.” The Caribbean is famous for its laid-back attitude, so perfect for getting away from the stresses of the world's capitals. However, it’s not so much fun when you live here and have to experience this attitude first-hand at the Driver's Licensing Office. Why does this and other awful experiences persist? Our research at Framework Consulting tells us that it’s a historical backlash. Slavery and indentureship brought harsh consequences for the smallest infractions, and as its descendants we have responded: our workplaces are remarkably free of consequences, feedback and real accountability. Reversing the tide of history will take more than just talk however. A few years ago we embarked on a project to train over 80 of the top executives of a regional conglomerate in three countries - primarily in Trinidad but also in Barbados and Jamaica. Quite separately, we also conducted the same transformation program in these three countries in different companies. We learned that our region's professionals are loathe to give feedback, but also that it's easy to correct the problem with the right intervention using customized cases and video-taped feedback. Come and learn the nuances of changing a core behaviour that plagues Caribbean companies. New>>> Here is the link to the full audio for the speech. https://archive.org/details/HowCaribbeanExecutivesCanRaiseTheirStandards

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