create an accountability culture handout1.2010
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How do you develop a culture where the employees want to be held accountable?TRANSCRIPT
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How to Create an Accountability Culture, PainlesslyDecember 10, 2009 • 11:00 a.m. CST
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Webinar Presenter
Kristie JonesGeneral Manager e-Learning [email protected] Ext. 109
Agenda for Today:
1. What Employees Want from You
2. Engagement
3. Communicating for Buy-In
4. Execute and Follow-UP
Whiteboard
What Do Employees Want from the Company?
Whiteboard
What does the Company want from its Employees?
Today’s Employees Want:
• Meaningful work• Enough authority to do the job• To use their discretion• A sense of competence• To be making progress• Accountability
“On average, 50% of employees do not know what is expected of them.” The Conference Board
What is Employee Engagement?
An emotional connection that influences greater discretionary effort.
Poll Question
What percentage of your employees do you believe are highly engaged?
a. 0%-25%b. 25%-50%c. 50%-75%d. 75%+
Are These Your Statistics?Are These Your Statistics?
Highly engaged – 21%Moderately engaged -- 63%Actively disengaged -- 16%
Who is engaged?
Why Should We Care?
LowEngagement
HighEngagement
ISR Study of 664,000 employees:
Net incomeOperating incomeEarnings per share
-32.7% +19.2%
Employee Accountability Requires Effective Communication
“Engagement and commitment improve dramatically when employees know what is expected of them, and how they fit into the total picture.”
From a report byRight Management consultants
• 85% of employees come to work each day wanting to be accountable.
• But, only 45% remain so throughout the day. "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." PEI Study
•Prescribing actions creates push-back.•Describing results creates involvement.
The Brain-Behavior Connection
Accountability in Action:• You have asked Mary twice to provide the
department’s latest customer complaint report. It still is not on your desk.
• You ask again; Mary says she has too much on her plate already. What do you do?
The Hazardous Half-Minute
Tell aStory
See & Hear Feel Act
The (less) Hazardous Half-Minute
See & Hear Question Analyze Act
Crucial Confrontations, K. Patterson, et al, 2005
Goal: Engage While Leading for Accountability
Able
Willing100%
100%
Emplo
yee • Jointly explore core issue(s)
• Stay aware of engagement drivers
Expectations Mean Everything
Approaches to avoid1. Charisma
2. Power
3. Perks
Jointly explore1. Consequences
2. Pleasure vs. pain
3. Hidden Victims
4. How others see them
Model for Dialogue
1. Observe performance
2. Consider circumstances
3. Initiate conversation Describe performance gap Probe for circumstances Agree on a plan Follow up
Motivation vs. ability
Motivation• Importance• Context• Consequences
Ability• Knowledge & skills• Coordination, efficiency• Barriers
When To Discipline
• Engagement approaches not working
• Learning does not “take”• Insubordination
The Key to Execution is Leader Involvement
1. Know your people and your business
2. Set clear goals and priorities
3. Insist on realism
4. Follow through
5. Reward the doers
6. Expand people’s capabilities
Questions?
e-Learning LIVEHow it Works:• Customized to your company/industry• e-Learning course as Pre-work/Post-work• 4 One-hour Live Virtual Instructor-led Session• 1 One-hour Follow-up Class• Participate in Discussion Groups with Instructor
20+ Classes offered covering:• Leadership/Management• Sales/ Sales Management• Customer Service
Benefits of e-Learning LIVE• Training is spread out over eight weeks to ensure
mastery of skill• Homework is given each week. Practice =Behavioral
Change• Blended learning increase retention• Instructor is available online and off• Increase employee connectivity• No cost for travel. Train from the comfort of your office.