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VCU’s CommitmentToaCultureofAppreciation
AmyJ.ArmstrongConflictResolutionDay
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Civility
• 74%of1005USAdultsbelievecivilityhasdeclinedinthepastfewyears.
• (CivilityinAmerica,2016).
• 70%sayincivilityhasrisentocrisislevels.
• WorkplacestresscoststheUSeconomy$300billion/year• (APA)
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ImpactofIncivility• WorkReduction 48%• QualityReduction 38%• LostWorkTime 68%
• Managers&Execsspent13%oftime(=7weeksayear)mendingemployeerelationships/dealingwiththeaftermathofincivility. Connelly,1994
• 80%ofcustomerswhohavenotseenemployeestreatoneanotherpoorlywoulduseproducts/servicesinfuture.
• Only20%whohadwitnessedincivilitysaidtheywoulduseservices.• 2/3statedtheywouldfeelanxiousdealingwithanyemployeeofthatcompany.
• 1in8employeesleave. VCU=2,861potentialemployees
• Porath,MacInnis &Folkes,2010;Porath,2017
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Culture• Vision• Values• Practices• People• Place• Narrative• ImplicitAssumptions• Consciouscontracts&norms-rules&procedures
• Artifacts:building,mission,goals,howwerecognizepeople.
• Explicitbehaviors
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VCU Mission StatementAsthepremierurban,publicresearchuniversityinthestate,VirginiaCommonwealthUniversity’smissionistoadvanceknowledgeandstudentsuccessthroughitscommitmentsto:
• Anengaged,learner-centeredenvironmentthatfostersinquiry,discoveryandinnovationinaglobalsetting
• Researchthatexpandstheboundariesofnewknowledgeandcreativeexpressionandpromotestranslationalapplicationstoimprovehumanhealth
• Interdisciplinarycollaborationsthatbringnewperspectivestocomplexproblemsandmobilizecreativeenergiesthatadvanceinnovationandsolveglobalchallenges
• Healthcarethatstrivestopreserveandrestorehealthforallpeople,toseekthecauseandcureofdiseasesthroughgroundbreakingresearchandtoeducatethosewhoservehumanity
• Diversitythatprovidesaclimateofinclusion,adedicationtoaddressingdisparitieswherevertheyexistandanopportunitytoexploreandcreateinanenvironmentoftrust
• Sustainableuniversity-communitypartnershipsthatenhancetheeducational,economicandculturalvitalityofthecommunitiesVCUservesinVirginiaandaroundtheworld
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VCU Code of ConductEthical Standards• Respect
• Wewillrespectindividuals,diversityandtherightsofothers.• Honesty
• Wewillactandcommunicatehonestlyandcandidly.• Wewillnotmisleadothers.
• Excellence• Wewillstriveforexcellence inallthatwedo.
• Responsibility&Accountability• Wewillberesponsibleandaccountableforourdecisionsandactions.
• Stewardship• Wewillbegoodstewardsoftheresourcesentrustedtotheuniversity.
• Compliance• Weunderstandandcomplywiththecodes,laws,regulations,policiesandproceduresthatgovernouruniversityactivities.
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VCU Strategic Plan 2025: Excellence & Access• LocalImpactandSocialEmbeddedness• NationalProminence• StudentSuccess• LeveragingDiversity• CultureofAppreciation
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VCU Strategic Plan 2025Leveraging Diversity
Ouraim:VCUiscommittedto,reflectsandpursuesinclusiveexcellenceinallthatitis,doesandaspirestobe.ToleveragediversityistotakefulladvantageoftheuniquecharacterandqualityofVCUtomakethewholegreaterthantheindividualparts
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Leveraging DiversityWewillmakeVCUdistinctiveby:
• Embracingdifference– valuingandrespectingmembersofourcommunity
• Engagingdifference–membersofthecommunitycanheartheirownvoiceinthelargernarrativeoftheuniversity
• Empoweringdifference–membersofthecommunitycanthrive• Ownership– 91%ofclimatesurveyrespondentsfeelaresponsibilitytoworktowardsaninclusiveanddiverseVCU
• Becomingarolemodelforotheruniversities- Thereisoptimismaboutwhoweareandcanbeasamodelandbeaconforotherinstitutions.
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Culture of AppreciationOuraim:
1. VCUstrivestodevelopauniversity-widecultureofappreciationthatisreflectedinday-to-daybehaviors,activitiesandcampuslife,whichwillbeenhancedbyformalandinformalrecognitionandawards
Threegoals:• AllVCUadministrativeandacademicunitshaveanactiveappreciationenvironmentreflectedbyidentifiablebehaviorandeffortsthatfosterongoingappreciation
• AllVCUadministrativeandacademicunitswillhaveaformalrecognitionandawardssystemforexemplarybehaviors
• AllVCUadministrativeandacademicunitswillhavealeadershipcompetencyofexhibitingandfosteringacultureofappreciationwithintheunit
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Culture of AppreciationOuraim:
2. VCUdevelopsandmaintainsaclimatethatfostersasenseofbelonging,whereallstudentsandemployeesseethemselvesasanintegralandimportantpartoftheVCUcommunity
Twogoals:• AllVCUadministrativeandacademicunitswillincludedevelopingasenseofbelongingintheiroverallunitstrategicplanning
• PartoftheevaluationforVCUadministrativeandacademicunitleadershipwillincludecriteriaonsenseofbelongingandleadersfosteringasenseofbelonging
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Culture of AppreciationOuraim:
3. VCUnurturesauniversityenvironmentwhereallpeoplefeelprideinwhattheydo,havemutualtrustwithcolleaguesandaretreatedfairlyandwithrespect
Fourgoals:• Feelprideinwhattheydo• Mutualtrustwithcolleagues• Treatedfairly• Treatedwithrespect
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CultureofAppreciation
• AnorganizationthatvaluesandfacilitatesaCultureofAppreciation(CoA)isgroundedinsustainableappreciativepractices designedtoenhanceemployeeengagementandorganizationalperformance.
• Framework:EvidencebasedpracticesassociatedwithPositivePsychology,AppreciativeInquiry&Leadership,andPositiveOrganizationalDevelopment.
• Extendsbeyondacultureofrecognitionandseekstoestablishapervasiveclimatethatisrelational,generativeandaspirational.
• ACoAwillhaveasustainableimpactuponpersonnelrecruitment,retention,performance,customersatisfactionandwellbeing.
Armstrong
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EngagedEmployees
• Significantlyhigherperformanceoutcomescomparedtothosethataredisengaged.
• 10%increaseincustomersatisfaction;• 21%increaseinproductivity;• 22%increaseinprofitability;And…• 37%lowerabsenteeism;• 25%to45%lowerturn-over;• 41%fewerqualitydefects.
Gallup
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AllroadsleadingtoCulturalChange atVCU• Mission/EthicalStandards• StrategicPlan• HRRedesign• LeadershipDevelopment…FacultyandStaff
• DirectorofLearning,OrganizationalDevelopment&Culture
• FacultyandStaffTrainings• RecognitionCeremonies&Routines
Keytopervasiveandlastingchange…Us.
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• Studyandexplorationofwhatgiveslifetohumansystemswhentheyfunctionattheirbest.• Positivestrengths-basedapproachtochange.• Relational,Generative,Aspirational
Cooperrider, Whitney,Trosten-Bloom
• Beingabletoseethegenerativepotentialinanygivensituation.• Seeingthemightyoakintheacorn.
Thatchenkery &Metzger
• ThesimpleactofapplyingAppreciativeInquirytoeverydaylife.• Naturallyseeingthepostiveaspects&potentialinwhatishappening,&creatingsomethingevenbetter.
• Learningtofindwhatisright.• Strengths,Gifts,PositivePossibilities
Kelm
• Relational capacitytomobilizecreativepotential tomakeadifferenceintheworld.• PositivePsychology• StrengthsMovement• AppreciativeInquiry
Whitney,Trosten-Bloom &Rader
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PowerofAppreciation
Seeingthebestinotherswithoutbeingblindtotheirweaknesses,and…perceivingthegreatestpossiblegoodinallsituationswhilebeingalerttowhatwillandwon’tworkforyou.
• (Nelson&Calaba)
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ThePowerofAppreciation3FactsAboutHumanBeings1. Exceptionality…weareall
exceptionaltotherule.Unique.
2. Essentiality…notseenascentralbutasessential.Notaresource,butasource.TheSun,Energy,Creativity.
3. Equalityofvoice…allhaveafullvoice.
Cooperrider
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Change creates emotion… The hard stuff’s
the easy stuff. The soft stuff’s the hard
stuff. Organizational change is 90% a
people deal. Tom Malone
WhatisyourcommitmenttofosteringaCoA?
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ACoAisRelational
…weenergizeoneanothercreatingarippleeffect.
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Describeatimeinwhichyoupersonallyfeltappreciatedoratimeyouappreciatedafriend,familymemberorcolleague.
• Whatdiditfeellike?• Whatdiditlooklike?• Whathappenedsothatyourecognizedthisasan
appreciativemoment?• Howdiditimpacttheinteraction?• Whatcontributiondiditmaketoyourlifeand/orthe
workplace?
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Whatarethefeatures/elements/componentsofanidealrelationship(inworkandinlife)?
Whatisyourabilitytodevelophighqualityconnections?…Mutuality,Respect,Trust.
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WhatisYourRelationalEnergy?
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ACoAisGenerative…
…positivitybroadensourthinkingtowardcreativity.
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Thecausesofourconflict…
…Oftenhavenothingtodowiththeissueswearefightingover,andcanbecorrectedthroughlearninganddialogue…Mostarisefrom:
• simplemiscommunications;• simplemisunderstandings;• seeminglyirrelevantdifferences,• poorchoicesoflanguage,• ineffectivemanagementstyles,• unclearrolesandresponsibilities;• andfalseexpectations.
• AICommonsWebsite
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Reframe“conflict”asanopportunityforcreatinganidealworking/livingrelationship.
Give More:
• Findthepositivecore,• Shareresources,• Practicehumilityandsharecreditwiththosewhocontributed,
• Payattentionhowyougivefeedback&understandothersemotions,
• Providepeoplewithasenseofmeaningfulness…howistheirworkpositivelyaffectingothers.
• Liberateother’screativepotential.
Examine the PositiveFactors in the Relationship:
• What is working in the relationship?
• What are the benefits of the relationship?
• Tell me about a time when you successfully worked together?
• What do we agree on?• What are our individual/team
strengths?
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Positive Things that Come Out of Conflict?• Increasedmotivationandenergyavailabletoapplytorequiredtasks.• Increasedinnovativenessofindividualsandthesystem-becauseof
greaterdiversityofviewpointsandaheightenedsenseofnecessity.• Developmentofanincreasedunderstandingofindividualsʼ own
position- becausetheconflictforcesthemtoarticulatetheirviewsandtobringforthsupportingagreements.
• Eachpartymayachievegreaterawarenessoftheirownidentity.• Participantslearnmethodstomanagetheirowninternalconflicts.
AppreciativeInquiryCommons
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ReflectonWhatyouAreAlreadyDoingtoUplifttheResilienceofOthers?
1. Howareyoucurrentlyupliftingwhatothersarebestat?Whatmoremightyoudo?
2. Howareyoubuildinggenerativerelationshipsinyourlifeandwork?Whatmoremightyoudo?
• Usingappreciativequestions(AsktoTellratio);Curiosity?• Buildingothersup?FocusingonStrengths?• AssumingPositiveIntent?
• McArthur-Blair&Cockell
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ACoAisAspirational…abiastowardintentionalaction.Whatwedonowwillbuildit.
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GrantmetheserenitytoacceptthepeopleIcannotchange,thecouragetochangetheoneIcan,andthewisdomtoknowitisme.
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• Theresolutionofconflictandthediscoveryofabetterwayofbeing,workingandlivingintheworldoccursimultaneously.
• Facethedarksideofourownparticipationinconflict…torecognize:
• Itsextraordinarycapacitytotransformourlivesbyshiftingthewayweactandunderstandourselves,howweexperienceothersandconductourrelationships,andhowwelearnandgrow.
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BeingAI
• ThedailypracticeofanAppreciativeInquirymindset—waysofseeingtheworld,beinganddoing.Thispracticeincludes:
• Reframingproblemsintopossibilities&threatsintoopportunities.• Seeingthestrengthsandsuccessesofindividuals,groups,andorganizations.• BeingAIiskeytoAppreciativeResilience…dailypractice.
1. AppreciatingWhatIs.2. ImaginingtheIdeal.3. ActinginAlignment.
• McArthur-Blair&Cockell;Kelm
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AppreciativeIntelligence
Qualities:1. Persistence:ofthoughtuntilagoalisachieved.2. Convictionthatone’sactionsmatter… canachieveagoalor
performatask.3. Toleranceforuncertainty:usethechaosofambiguousideasto
sparkinnovation&creativity.4. Irrepressibleresilience:channelenergywithfocusand
determinationtoaccomplishgoalsinthefaceofchallenges.
Thatchenkery &Metzger
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ReframingConflict
• Empathy:identifyandunderstandtheemotionsoftheperson.
• Letgoofyourego.• Appreciation:Recognizeandappreciatethattheotherpersoniscomingfromaperspectiveofgoodintentions.
• Searchforsolutions:Thinkofalternativepositionsthatmayrepresentacompromise.
• Explore:waystohaveproductivediscussion.
• Seetheopportunitiesforgrowth.
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WhatdoesaCoAlooklike?• AfocusonSTRENGTHS.• AfocusonABUNDANCE (whatworkswellwhenweareatourbest).
• Opportunities/supportforGROWTHandLEARNING (personal&professional).
• Opportunities/supporttobeCREATIVE andINNOVATIVE.
• LEADERSHIP Development&Training.
• FosteringWELLBEING ofemployees.• INTERDISCIPLINARY collaborations.
• ConnectingWORK TOMEANING/PURPOSE…asharedvision/mission.
• CommunityEngagement• Connectingworktocustomers.• Sharedplanningandimplementationofactionablegoals.
• DevelopingHIGH QUALITYCONNECTIONS(positiveenergy&communication;empathy,compassion).
• CIVILITY&RESPECT• RECOGNIZING,CELEBRATING,SHARINGsuccesses.
• Fosteringpositiveidentities &relationships.
• Armstrong,basedonAI,PP,&POD
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How do you foster a climate/culture of inclusion, positivity & appreciation?What3 thingscanyoudowhenyouleavethismeetingtofosteraCultureofAppreciation?
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Mymissioninlifeisnottomerelysurvive,buttothrive;andtodosowithsomepassion,somecompassion,somehumorandsomestyle.
MayaAngelou