encouraging the heart

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Encouraging the Encouraging the Heart Heart To Increase Productivity, To Increase Productivity, Performance, & Employee Performance, & Employee Satisfaction Satisfaction * * Donna Schilder, PCC Donna Schilder, PCC Leadership & Career Coach Leadership & Career Coach www.DonnaSchilder.com *Based on: Encouraging the Heart by Kouzes & Posne

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Page 1: Encouraging the Heart

Encouraging the Encouraging the HeartHeart

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

SatisfactionSatisfaction** Donna Schilder, PCCDonna Schilder, PCCLeadership & Career CoachLeadership & Career Coach

www.DonnaSchilder.com

*Based on: Encouraging the Heart by Kouzes & Posner

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Lack of RecognitionLack of Recognition 40% of workers say they 40% of workers say they nevernever

receive recognitionreceive recognition Another 20% rarely receive Another 20% rarely receive

recognitionrecognition

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

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TopicsTopics Assess Your Assess Your

Encouragement SkillsEncouragement Skills The Seven Essentials of The Seven Essentials of

EncouragingEncouraging Creating an Creating an

Encouragement Action Encouragement Action PlanPlan

Building an Encouraging Building an Encouraging CultureCulture

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Encouragement Increases Encouragement Increases ProductivityProductivity

Kouzes & Posner 1995 study showed:Kouzes & Posner 1995 study showed: “ “performance is higher when people performance is higher when people

are led by individuals who give more are led by individuals who give more encouragement.”encouragement.”

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The ImpactThe Impact Increased productivityIncreased productivity Decreased absenteeismDecreased absenteeism Greater initiativeGreater initiative More cooperationMore cooperation Fewer conflictsFewer conflicts

His job got easierHis job got easier

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Encouragement (Kindness) Encouragement (Kindness) Increases ProductivityIncreases Productivity

““Researchers found that managers Researchers found that managers who treated employees with who treated employees with kindness, respect, and fairness got kindness, respect, and fairness got much better performance from their much better performance from their teams.”teams.”

Journal of Product Innovation Management,Journal of Product Innovation Management, March 2009 March 2009

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No. 1 Leadership Success No. 1 Leadership Success FactorFactor

Center for Creative Leadership Center for Creative Leadership

“ “Relationships with Relationships with subordinates”subordinates”

More warmth and fondnessMore warmth and fondness More connectionMore connection More open with their thoughtsMore open with their thoughts

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Encouragement Increases Encouragement Increases ProductivityProductivity

““Corporate kindness positively impacts Corporate kindness positively impacts profits.” profits.” Leading with KindnessLeading with Kindness, Baker and , Baker and O’MalleyO’Malley

Characteristics of kind mangers: Characteristics of kind mangers: Compassion*Compassion* Gratitude* Gratitude* Humor*Humor* IntegrityIntegrity AuthenticityAuthenticity HumilityHumility

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Impact of Motivating Impact of Motivating EnvironmentEnvironment

A Gallup Workplace Audit found that if A Gallup Workplace Audit found that if a work group had the 12 Attributes of a work group had the 12 Attributes of a Motivating Environment they were: a Motivating Environment 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 every On average U.S. companies lose half their workforce every year. A 5% decrease would double their profityear. A 5% decrease would double their profit

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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. I receive recognition for good work.I receive recognition for good work.5.5. Someone at work cares about me as a Someone at work cares about me as a

person.person.6.6. Someone at work encourages my Someone at work encourages my

development.development.7.7. Someone at work has talked to me about my Someone at work has talked to me about my

progress.progress.8.8. My opinions seem to count.My opinions seem to count.9.9. The mission/purpose of my company makes The mission/purpose of my company makes

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

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At the Heart of At the Heart of Encouragement:Encouragement:

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

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The Encouragement IndexThe Encouragement Index Take The Encouragement IndexTake The Encouragement Index

Identify areas for improvementIdentify areas for improvement Recommit to doing what you do wellRecommit to doing what you do well

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Action Plan For Action Plan For Encouraging OthersEncouraging Others

____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________

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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 Standards2.2. Expect the BestExpect the Best3.3. Pay AttentionPay Attention4.4. Personalize RecognitionPersonalize Recognition5.5. Tell the StoryTell the Story6.6. Celebrate TogetherCelebrate Together7.7. Set the ExampleSet the Example

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1. Set Clear Standards1. Set Clear Standards Create clear goalsCreate clear goals

Ask for employee input into their goalsAsk for employee input into their goals Give consistent feedback to:Give consistent feedback to:

Let them know they are meeting their Let them know they are meeting their goalsgoals

Guide them to correct their courseGuide them to correct their course

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1. Set Clear Standards1. Set Clear Standards Show employees how their values Show employees how their values

align with the company’s goalsalign with the company’s goals Help employees feel pride in their Help employees feel pride in their

workwork

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2. Expect the Best2. Expect the Best High expectations = high High expectations = high

performanceperformance

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3. Pay Attention3. Pay Attention ““Care by Walking Around”Care by Walking Around” Listen with your eyes and your heartListen with your eyes and your heart Put employees firstPut employees first

Understand their barriers & Understand their barriers & challengeschallenges

Ensure they have what they needEnsure they have what they need

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3. Pay Attention3. Pay Attention Catch them doing something rightCatch them doing something right

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4. Personalize 4. Personalize RecognitionRecognition

Craft recognition carefullyCraft recognition carefully Ask the employeeAsk the employee Impersonal recognition can de-motivate Impersonal recognition can de-motivate

Give recognition consistentlyGive recognition consistently

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Employee Feedback/Recognition CardName 1/2/05 1/9/05 1/16/05 1/23/05

Janet

Pauline

Edith

Rosemary

Lupe

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5. Tell the Story5. Tell the Story The language of The language of

leaders is storiesleaders is stories Stories Stories

Clarify expectationsClarify expectations Teach, inspire, and Teach, inspire, and

motivatemotivate

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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

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Recognition Story Recognition Story ExerciseExercise

Develop a story using the outlineDevelop a story using the outline Person A - Tell a story to your partnerPerson A - Tell a story to your partner Person B – Person B –

Listen with your heartListen with your heart Give your partner feedbackGive your partner feedback

Switch roles and repeat the exerciseSwitch roles and repeat the exercise

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6. Celebrate Together6. Celebrate Together Builds momentum Builds momentum

Increases commitment Increases commitment

Builds communityBuilds community

Fills us with energyFills us with energy

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7. Set the Example7. Set the Example Every morning encourage yourself Every morning encourage yourself Genuinely care about your Genuinely care about your

employeesemployees Connect on a personal levelConnect on a personal 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 ““Thank you”Thank you” ““Good morning”Good morning”

Meeting Agenda Item: Meeting Agenda Item: ““I heard something good about I heard something good about

you”you”

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

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

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

Evaluate YourselfEvaluate Yourself Do your actions match your values?Do your actions match your values?

ValuesValues ActionActionSupport othersSupport othersNurture others’ skills & Nurture others’ skills & abilitiesabilitiesDelegate so employees can Delegate so employees can growgrow

Focusing on paperworkFocusing on paperworkCancelling meetings with Cancelling meetings with staffstaffNot spending time with staffNot spending time with staffDoing it all myselfDoing it all myself

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

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

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

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

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Action Plan – Becoming an Action Plan – Becoming an Encouraging LeaderEncouraging Leader

____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________

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What Will Get in the What Will Get in the Way?Way?

I don’t have timeI don’t have time It’s too late to changeIt’s too late to change My employees will think My employees will think aliensaliens took took

over my bodyover my body

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Creating an Encouraging Creating an Encouraging CultureCulture

Encourage superiorsEncourage superiors Encouragement IndexEncouragement Index Coach Leaders to improve their skillsCoach Leaders to improve their skills Discuss Discuss Encouraging the HeartEncouraging the Heart www.DonnaSchilder.com/RecommendedReading

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Creating an Encouraging Creating an Encouraging CultureCulture

Management Meeting Agenda Item: Management Meeting Agenda Item: EncouragementEncouragement

Hold Leaders accountableHold Leaders accountable

Job Descriptions & Performance Job Descriptions & Performance AppraisalsAppraisals

Encouragement reportsEncouragement reports Survey their staffSurvey their staff

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Involve Your EmployeesInvolve Your Employees

Expect your employees to be Expect your employees to be encouragingencouraging

Write thank you notes to each otherWrite thank you notes to each other Support each otherSupport each other Cheer each other onCheer each other on

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Use the 7 Essentials of Use the 7 Essentials of EncouragementEncouragement

1.1. Set Clear StandardsSet Clear Standards2.2. Expect the BestExpect the Best3.3. Pay AttentionPay Attention4.4. Personalize Personalize

RecognitionRecognition5.5. Tell the StoryTell the Story6.6. Celebrate TogetherCelebrate Together7.7. Set the ExampleSet the Example

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Working to become a more Encouraging

Leader?Contact:

Donna Schilder, MCC, Executive Coach

[email protected] ~562 434 7822

Learn More:  www.DonnaSchilder.com

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Need Coaching for your whole Executive Team?

Glacier Point Solutions, Inc. can help:

www.GlacierPointSolutions.com

[email protected]

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