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To Increase Productivity, To Increase Productivity, Performance, & Employee Performance, & Employee

SatisfactionSatisfaction** Donna Schilder, MCCDonna Schilder, MCC

Leadership, Career, & Business Leadership, Career, & Business CoachCoach

www.DonnaSchilder.comwww.DonnaSchilder.com(562)434-7822 ~ (562)434-7822 ~

[email protected]@DonnaSchilder.com*Based on the Book: Encouraging the Heart by Kouzes & Posner

Encouraging the Heart:

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TopicsTopics The Impact of Encouraging Your The Impact of Encouraging Your

EmployeesEmployees The Seven Essentials of The Seven Essentials of

EncouragingEncouraging Specific Ways to Encourage the Specific Ways to Encourage the

Heart in Your EmployeesHeart in Your Employees Creating an Encouraging Creating an Encouraging

EnvironmentEnvironment

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Encouragement Increases Encouragement Increases ProductivityProductivity

Kouzes & Posner did a study in 1995 that Kouzes & Posner did a study in 1995 that showed that “performance was higher showed that “performance was higher when people were led by individuals who when people were led by individuals who gave more encouragement.”gave more encouragement.”

Only 40% of workers report that they Only 40% of workers report that they receive recognition for a job well donereceive recognition for a job well done

Another 40% say they Another 40% say they nevernever receive receive recognitionrecognition

Only 50% of managers report that they Only 50% of managers report that they give recognition for high performancegive recognition for high performance

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The ImpactThe Impact

Increased productivityIncreased productivity Decreased absenteeismDecreased absenteeism Greater initiativeGreater initiative More cooperationMore cooperation A stronger bond within the teamA stronger bond within the team Better communication within the Better communication within the

teamteam Fewer conflictsFewer conflicts His job got easierHis job got easier

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No. 1 Leadership Success No. 1 Leadership Success FactorFactor

Center for Creative Leadership found Center for Creative Leadership found that the number one success factor for that the number one success factor for leaders is their “relationships with leaders is their “relationships with subordinates.”subordinates.”

FIRO-B FIRO-B Expressed Affection Expressed Affection Wanted AffectionWanted Affection Highest performing managers show more Highest performing managers show more

warmth and fondness toward others than warmth and fondness toward others than do the bottom 25 percentdo the bottom 25 percent

Open with their thoughtsOpen with their thoughts Closer to their SubordinatesCloser to their Subordinates

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At the Heart of It:At the Heart of It:

““I care about you and what you do.”I care about you and what you do.”

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12 Attributes of a 12 Attributes of a Motivating EnvironmentMotivating Environment

1.1. I know what is expected of me.I know what is expected of me.4.4. In the last seven days, I have received In the last seven days, I have received

recognition or praise for doing good recognition or praise for doing good work.work.

5.5. My supervisor, or someone at work, My supervisor, or someone at work, seems to care about me as a person.seems to care about me as a person.

6.6. There is someone at work who There is someone at work who encourages my development.encourages my development.

7.7. In the last six months, someone at work In the last six months, someone at work has talked to me about my progress.has talked to me about my progress.

8.8. At work, my opinions seem to count.At work, my opinions seem to count.9.9. The mission/purpose of my company The mission/purpose of my company

makes me feel my job is important.makes me feel my job is important.

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Impact of Motivating Impact of Motivating EnvironmentEnvironment

A Gallup Workplace Audit found that A Gallup Workplace Audit found that if a work group had these 12 if a work group had these 12 attributes they were: attributes they were: 50% more likely to achieve customer 50% more likely to achieve customer

loyalty loyalty 40% more profitable40% more profitable 10% less turnover*10% less turnover*

On average U.S. companies lose half their workforce On average U.S. companies lose half their workforce every year. A 5% decrease would double their profitevery year. A 5% decrease would double their profit

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Encouragement Increases Encouragement Increases ProductivityProductivity

““Corporate kindness positively Corporate kindness positively impacts profits.” There are six impacts profits.” There are six characteristics of kind mangers: characteristics of kind mangers: CompassionCompassion IntegrityIntegrity GratitudeGratitude AuthenticityAuthenticity HumilityHumility HumorHumor

Leading with KindnessLeading with Kindness, Baker and O’Malley, Baker and O’Malley

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Encouragement Increases Encouragement Increases Candidate Attraction & Candidate Attraction &

Employee RetentionEmployee Retention All the “100 Best Companies to Work All the “100 Best Companies to Work

For in America” are leaders in For in America” are leaders in recognizing the value and recognizing the value and importance of their people to their importance of their people to their success.success.

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Encouragement (Kindness) Encouragement (Kindness) Increases ProductivityIncreases Productivity

Recently “Researchers found that Recently “Researchers found that managers who treated employees managers who treated employees with kindness, respect, and fairness with kindness, respect, and fairness got much better performance from got much better performance from their teams.” their teams.” Journal of Product Innovation Journal of Product Innovation Management,Management, March 20009 March 20009

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Nice Guys Finish Last?Nice Guys Finish Last?

““People who work hard and treat People who work hard and treat others with respect tend to get others with respect tend to get ahead the majority of the time.”ahead the majority of the time.” Beverly Beverly Engel, Engel, The Nice Girl SyndromeThe Nice Girl Syndrome

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Increasing Productivity Increasing Productivity Through:Through:

The Seven Essentials of The Seven Essentials of EncouragingEncouraging

1.1. Set Clear StandardsSet Clear Standards

2.2. Expect the BestExpect the Best

3.3. Pay AttentionPay Attention

4.4. Personalize RecognitionPersonalize Recognition

5.5. Tell the StoryTell the Story

6.6. Celebrate TogetherCelebrate Together

7.7. Set the ExampleSet the Example

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Set Clear StandardsSet Clear Standards Create clear goalsCreate clear goals

Allow employees to make their input Allow employees to make their input into their goalsinto their goals

Give consistent feedback to:Give consistent feedback to: Help employees know if they are Help employees know if they are

meeting their goalsmeeting their goals Guide employees to correct their courseGuide employees to correct their course

NOTE:NOTE: Remember that Remember that encouragement encouragement is is feedbackfeedback

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Set Clear StandardsSet Clear Standards

Help your employees understand Help your employees understand how their values align with the how their values align with the company’s goalscompany’s goals

Help employees feel pride in their Help employees feel pride in their workwork

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Expect the BestExpect the Best

High expectations lead to high High expectations lead to high performanceperformance

High self esteem equates to high High self esteem equates to high performanceperformance

Leaders need to have high Leaders need to have high expectations for themselvesexpectations for themselves Lead by exampleLead by example

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Pay AttentionPay Attention

Put your staff firstPut your staff first How can they put your customers first if How can they put your customers first if

you don’t: you don’t: Put them firstPut them first Ensure they have what they needEnsure they have what they need Support themSupport them

Listen with your eyes and your heartListen with your eyes and your heart Hang out with your employeesHang out with your employees Schedule time daily to “Care by Schedule time daily to “Care by

Walkikng Around”Walkikng Around”

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Pay AttentionPay Attention

Catch them doing something rightCatch them doing something right Make a big deal of giving credit to Make a big deal of giving credit to

those who deserve itthose who deserve it

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Personalize RecognitionPersonalize Recognition

Every employee appreciates recognitionEvery employee appreciates recognition It’s one of the only free currencies we have to It’s one of the only free currencies we have to

givegive There’s no better place to put your energyThere’s no better place to put your energy Craft recognition carefullyCraft recognition carefully Impersonal recognition can de-motivate Impersonal recognition can de-motivate Give it in the way the person likes to Give it in the way the person likes to

receive itreceive it Ask themAsk them

Tie recognition & reward to the person’s Tie recognition & reward to the person’s values and the company’s valuesvalues and the company’s values

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Take the Individuals Take the Individuals Preference into Account when Preference into Account when

Giving RecognitionGiving Recognition In front of others or privatelyIn front of others or privately Recognition as a team or individuallyRecognition as a team or individually Written or verbalWritten or verbal Spontaneous or formalSpontaneous or formal From boss, peers, or boss’ bossFrom boss, peers, or boss’ boss

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Implement A Reward Implement A Reward SurveySurvey

Learning and developmentLearning and development Meaningful, exciting, and challenging workMeaningful, exciting, and challenging work Career growth Career growth Inspiring leadersInspiring leaders RecognitionRecognition Pride in the organization, mission, product, or Pride in the organization, mission, product, or

serviceservice Autonomy, freedom, Autonomy, freedom, Ability to be creativeAbility to be creative Flexibility: work hours, dressFlexibility: work hours, dress FunFun Being part of a teamBeing part of a team Being involved in cutting edge technologyBeing involved in cutting edge technology Family friendly companyFamily friendly company

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Personalize RecognitionPersonalize Recognition

Write personal thank you notesWrite personal thank you notes Immediate feedback is more Immediate feedback is more

effectiveeffective Ratio of positive to negative to Ratio of positive to negative to

successfully reinforce behaviorssuccessfully reinforce behaviors 5 to 1 normally5 to 1 normally 10 to 1 during times of change10 to 1 during times of change

Systematize/Operationalize the act of Systematize/Operationalize the act of giving recognitiongiving recognition

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Employee Feedback/Recognition Card

Name 1/2/05 1/9/05 1/16/05 1/23/05

Janet

Pauline

Edith

Rosemary

Lupe

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Tell the StoryTell the Story

The language of The language of leaders is storiesleaders is stories

Stories teach, inspire, Stories teach, inspire, and motivateand motivate

Stories clarify Stories clarify expectationsexpectations

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Telling Great StoriesTelling Great Stories

Identify the PeopleIdentify the People Give the ContextGive the Context Outline the PredicamentOutline the Predicament Highlight the ActionsHighlight the Actions Show CausalityShow Causality Include Surprises (if applicable)Include Surprises (if applicable)

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Celebrate TogetherCelebrate Together Celebrations reinforce Celebrations reinforce

company values & goalscompany values & goals

Celebrating success builds Celebrating success builds momentum & commitment momentum & commitment

Celebration builds Celebration builds community & communicationcommunity & communication Communication = productivityCommunication = productivity

Celebration fill us with Celebration fill us with energyenergy

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Set the ExampleSet the Example

Start your morning by encouraging Start your morning by encouraging yourself yourself

Then encourage othersThen encourage others Genuinely care about your Genuinely care about your

employeesemployees

Communication creates credibilityCommunication creates credibility Credibility is the foundation of strong Credibility is the foundation of strong

LeadershipLeadership

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Set the ExampleSet the Example

Be genuine and connect on a Be genuine and connect on a personal levelpersonal level

Solicit, gracefully receive, & act on Solicit, gracefully receive, & act on feedback from your stafffeedback from your staff

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Ways to Encourage the Ways to Encourage the Heart:Heart:

Take ActionTake Action SmileSmile Say good morningSay good morning Ask what they think & Ask what they think &

listen deeplylisten deeply Be responsiveBe responsive Give regular feedbackGive regular feedback

Nothing is more de-Nothing is more de-motivating than not receiving motivating than not receiving feedbackfeedback

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Take ActionTake Action Post an employee recognition letter Post an employee recognition letter

from a customerfrom a customer Highlight an employee’s contribution Highlight an employee’s contribution

in a newsletterin a newsletter Say “thank you” oftenSay “thank you” often

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Use Encouraging LanguageUse Encouraging Language ““I know you can do it”I know you can do it”

Add a Meeting Agenda Item: Add a Meeting Agenda Item: ““I heard something good about you”I heard something good about you”

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Ways to Encourage the Ways to Encourage the Heart: Heart:

Evaluate YourselfEvaluate Yourself Make two columns on a sheet of paper: Make two columns on a sheet of paper:

Your values and your actionsYour values and your actions Do your actions match your values?Do your actions match your values?

ValuesValues ActionAction

Support othersSupport others

Nurture others skills & abilitiesNurture others skills & abilities

Delegate so employees can Delegate so employees can growgrow

Focusing on paperworkFocusing on paperwork

Cancelling meetings with Cancelling meetings with staffstaff

Doing it all myselfDoing it all myself

Not spending time with staffNot spending time with staff Ask for feedback from colleagues & staff Ask for feedback from colleagues & staff on on

your encouragement skillsyour encouragement skills

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Ways to Encourage:Ways to Encourage:Set Them Up For SuccessSet Them Up For Success

Help employees align their Help employees align their responsibilities with their valuesresponsibilities with their values

Clarify your expectations Clarify your expectations Ensure you truly believe that the Ensure you truly believe that the

goals assigned to each employee are goals assigned to each employee are attainableattainable Change employees’ goals if they are Change employees’ goals if they are

unattainableunattainable

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Create Rapport & UnderstandingCreate Rapport & Understanding Walk in your employees shoesWalk in your employees shoes

LiterallyLiterally Show them empathy Show them empathy

Disclose information about yourself Disclose information about yourself (be human)(be human)

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Ways to Encourage the Ways to Encourage the HeartHeart

Involve Your EmployeesInvolve Your Employees Ask employees to give each other Ask employees to give each other

feedbackfeedback Ask employees to write thank you Ask employees to write thank you

notes to each othernotes to each other Mentor your employees to become Mentor your employees to become

strong encouraging leadersstrong encouraging leaders Remember that leaders encourage Remember that leaders encourage

their superiors alsotheir superiors also

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Coaching Question: What Coaching Question: What Will Get in the Way?Will Get in the Way?

I don’t have time?I don’t have time? I’ll forgetI’ll forget Positive messages are foreign to my Positive messages are foreign to my

work environmentwork environment People won’t recognize mePeople won’t recognize me It’s too late to changeIt’s too late to change

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Creating an Encouraging Creating an Encouraging CultureCulture

Have Management take the Have Management take the Encouragement IndexEncouragement Index

Coach management on improving Coach management on improving their Encouragement Skillstheir Encouragement Skills

Hold them accountable for improvingHold them accountable for improving Add to Job Description & Performance Add to Job Description & Performance

AppraisalAppraisal Ask for reports on their encouragement Ask for reports on their encouragement

actionsactions Survey their staffSurvey their staff

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Make encouragement an ongoing Make encouragement an ongoing topic in management meetingstopic in management meetings

Create accountability for giving Create accountability for giving consistent feedbackconsistent feedback

Encourage all levels of managementEncourage all levels of management Encouragement trickles downEncouragement trickles down

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Encourage managers to read Encourage managers to read “Encouraging the Heart”“Encouraging the Heart” Click on the book on my website to buy Click on the book on my website to buy

it on Amazon:it on Amazon: www.TheHappyLivingCoach.com/Recommen

dedReading Set up a discussion of the bookSet up a discussion of the book

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Use the 7 Essentials of Use the 7 Essentials of EncouragementEncouragement

to Encourage Encouragementto Encourage Encouragement Set Clear StandardsSet Clear Standards Expect the BestExpect the Best Pay AttentionPay Attention Personalize Personalize

RecognitionRecognition Tell the StoryTell the Story Celebrate TogetherCelebrate Together Set the ExampleSet the Example

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Leadership & Career Leadership & Career Coaching Services I OfferCoaching Services I Offer

Leadership developmentLeadership development Productivity improvementProductivity improvement Time managementTime management Communication skills development Communication skills development Organization skillsOrganization skills Work/life balanceWork/life balance Diplomacy & managing company politicsDiplomacy & managing company politics Strategic planningStrategic planning Finding meaningful workFinding meaningful work Job search strategies (including LinkedIn)Job search strategies (including LinkedIn)

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Benefits of Coaching Based Benefits of Coaching Based on the Manchester Study of on the Manchester Study of

100 Executives100 Executives Identified areas of improvementIdentified areas of improvement

Increased Productivity 53%Increased Productivity 53% Increased Leader Retention 32%Increased Leader Retention 32% Improved Direct Report Relationships Improved Direct Report Relationships

77%77% Increased Teamwork 67%Increased Teamwork 67% Increased Organizational Strength 48%Increased Organizational Strength 48% Increased Profitability 22%Increased Profitability 22%

An Average of 5.7 Times ROIAn Average of 5.7 Times ROI

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Ways to Pay for CoachingWays to Pay for Coaching

You Company pays for itYou Company pays for it You & Your Company share the You & Your Company share the

costcost Use Educational ReimbursementUse Educational Reimbursement Use your Company’s EAP Use your Company’s EAP

ProgramProgram Pay for it yourself (it may be Pay for it yourself (it may be

deductible)deductible)

Learn more about my Coaching Learn more about my Coaching Services:Services:

www.DonnaSchilder.com

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