BuildingLoyaltyIntoPerformanceCommitment–TheFoundationofTrust

ElemicaExcite201519-20October-Philadelphia

ArtvanBodegraven

ManagingPrincipal,vanBodegravenAssociates

FoundingPrincipal,DiscoveryExecutiveServices

ChiefDesignOfficer,TheDESLeadershipAcademy

CorePremises...

• Wehaveenteredanageofcollaboration

•  Truecollaborationisnotpossiblewithouttrust

•  Trustmustbeinanorganization’sDNAtolast

•  Buildingtrustbehaviorbeginswithin–withassociates

•  Lessonslearnedwithassociatestranslatesto:peers,

customers,suppliers,C-suite

DecideHowYouValuePeopleandRelationships

•  ReplaceableParts?Commodities?ValuableAssets?

•  Sustainablechange–forresults•  Engaging,recognizing,rewarding

•  Risks&rewards

Tools&Techniques

•  StartonDayOne

•  Communicate

•  Involve,challenge,acknowledge

•  Leverageskills;fillgaps•  Spontaneity,authenticity,visibility• Understandwhatmakesthemtick!

Background

Decades-oldsearchfordifferentiators

Type“A”personality

Rightbrain/leftbrain

But,thewiringiscomplicated

BrainSystemFunctions

Neocortex•  Reason•  Language•  Thought•  Sensory•  Motorcommands

Limbicsystem•  Memory

•  “Fightorflight”•  Emotion

Options&Alternatives...

1.  Myers-Briggs(PersonalityStyle)

2.  KeirseyTemperamentSorter(PersonalityStyle)

3.  DISC(CommunicationsStyle)

4.  HerrmannBrainDominanceInstrument(HBDI)(BrainPhysiology:Communications,Personality,&BehavioralImpacts)

5.  FIRO-B

6.  Thomas-KilmannConflictModeInstrument

Myers-Briggs

MBTypeIndicator4-letterprofile:ExtroversionIntroversionSensingThinkingJudgingINtuitiveFeelingPerception

(ENFP)

KeirseyTemperamentSorter

•  Similarto,parallelwithMBTI(16discretetypes)•  Focus:Observablebehaviorvs.feelings

•  Artisan:Operator,Entertainer;Guardian:Administrator,Conservator;Idealist:Mentor,Advocate;Rational:Coordinator,Engineer

•  Abstractvs.Concrete;Cooperativevs.Pragmatic;Directivevs.Informative;Expressivevs.Attentive

•  Otherversionssometimessimplifiedtoa4-boxtypesuite

DISC

•  Business-oriented;broadlyapplicable

•  Manyversions;evolutionarydevelopment

•  AlsoDiSC(samething)

•  Dominance,Inducement,Submission,Compliance

DiSCCategories

•  Achiever•  Agent•  Appraiser•  Counselor•  Creative•  Developer•  Inspirational•  Investigator

•  ObjectiveThinker

•  Perfectionist•  Persuader•  Practitioner•  Promoter

•  Result-Oriented

•  Specialist

HBDIWholeBrainSolutions

•  Individualaspects•  Teammakeup

• Multi-dimensionalevaluation

•  Adjustmentforstress

Creativity;Integration;

Vision

Alignment;Communications;

People

Results;Accountability;BottomLine

Process;Timelines;Details

A

B C

D

FurtherBreakdown

•  A=Neocortex;Intellectual;Logical,Quantitative,Analytical,Technical,Factual;Rational

•  B=Limbic;Instinctive;Sequential,Controlled,Detailed,Organized,Conservative;Practical

•  C=limbic;Instinctive;Emotional,Musical,Humanistic/Spiritual,Expressive,Sensory;Relational

•  D=Neocortex;Intellectual;metaphoric,Integrative,Visual,Synthesizing,Conceptual;Experimental

SampleProfile

•  A=Logical,analytic,fact-based,quantitative

•  B=Organized,sequential,planned,detailed

•  C=Interpersonal,feeling-based,kinesthetic,emotional

•  D=Holistic,intuitive,integrating,synthesizing

•  Thinkingprogressionimpacts:Random,sequential,parallel,dependency-sensitive,fragmentedinclusion,far-horizon

Summary

•  Alluseful-ifused•  Top-tieradherentsofeach• Whateveryouchoosemustguidecommunications,behaviors,decision-makingbasedonindividuals,teams,units,subordinates,leadersforoptimaloutcomesandhowyouareperceived,evaluated,respected,andfollowed.

Don’tForgetMaslow

•  Recognitionmeansnothingtothecold&hungry

•  Engagementdoesn’tresonatewith,say,miners

•  Moneydoesn’tcompensateforexclusion

•  Theworthofacareerpathisnotevidentuntillater

•  Chumpchangewon’tmotivatethecomfortable

BuildingTrust

•  Whatistrust?

•  Schoolsoftrust•  NewYork

•  Missouri

•  California

•  Measuresoftrust•  Sincerity

•  Reliability

•  Competence

TheJoHariWindow

•  Thelargertheblindarea,themoreinappropriateandirrelevantIbecome.•  Thebiggertheknownboxes,themoreyoutrust

me.•  Trust:Increasingopenarea,reducinghidden

area•  Effectiveness:Reducingblindarea,increasing

openarea•  GroupProcessesbyJosephLuft&HarryIngram

Handinhand:Understanding/Awareness,Trust,Collaboration

Tips&Techniques

•  Youearntrustbytakingfirststeps,withpositiveexpectations.

•  Revealahumanside,asmallfailing;vulnerabilityconfersdisproportionatepower.Ordemonstrateconfidencebysharinginformation.

•  Alwaysbeginwithrelationshipelementsbeforeplungingintoimmediatebusiness.

•  Beauthentic;staytruetoyourinnermostvaluesandbehaviors.

•  Puttheother’slongtermsuccessaheadofyourshortterminterest.

•  Testyourselfinmomentsoftruth.

•  Valueandleveragethecontributionsofthosewhoare“different”.

WelcometotheNewWorldofBusiness!

Risk/Reward–GettingItWrongvs.GettingItRight

Risk•  Turnover/churn

•  Qualitydegradation

•  Throughputcollapse

•  Cost/timetoreplace

•  ImpairedorganizationalDNA

•  Lostbusiness/narrowingmargins

•  Notenoughtimetorecover

•  Downwardspiral

Reward

•  Stability

•  Continuity

•  Costmanagement

•  Assetleverage

•  Reliability

•  Baseforcontinuousimprovement

•  Positivefaceoftheorganization

•  Preferredstatus:employer,supplier,customer

TheHopefulPlatitude

•  Aflowergrowswhereitisplanted

TheGrimReality

•  Theleaderinheritsagarden

GoodToGreat?

• Whereyouaretobettercanlooklikegreat

HT/HR HT/LR

LT/HR LT/LR

HowMuchCanTheyMove?

HT/HR

Superstar

HT/LR

Savant

LT/HR

Slacker

LT/LR

Sluggard

WhereAreWe/They?

HT/HR

Superstar

HT/LR

Savant

LT/HR

Slacker

LT/LR

Sluggard

NamingNames...•  Blitzkriegsupplychaintransformation;largestmunicipally-ownedpublicutility

•  DNAelements:utilities,civilservice,bargainingunit

•  Visibility:PUC,strawcorporation,citycouncil,Mayor,competitors,socialactiongroups

•  Inertiaofrest:175year-oldcorporation,multiplegenerationsoffamiliesemployedfromtoptobottom,noboat-rockingculture

DramatisPersonae•  Marvin(Sluggard):ayearfromretirement,seenitall,can’thandlemorechange,wantstoride

hisHarleyintothesunset

•  Paulette(Savant):Angry,bitter,throwsthings,screams,knowswherethebodiesareburied,holdsallothersincontempt

•  Warren(Slacker):Likeable,evenlovable,clueless,dispirited

•  Pierre(Savant):Aggressive,narcissistic,talented,lightninglearner•  MaryJane(Sluggard):Failedateverytask,foughtwitheverycolleague,playedeverycardin

evadingdiscipline

•  Buster(Slacker):Know-it-all,disengaged,barelycompetent,absent-in-place...Universallydespisedanddismissedwithinthecompany

Outcomes•  Marvin:Exemptedfromnewprocesses,elevatedtocoachfornewerplayers&knowledgeresource,celebratedretirement

inayear,notaSuperstar,butmorethanaSavantandmorethanaSlacker

•  Paulette:Enlistedasbehind-the-scenesadvisor,re-balancedworkloads,assignedtocriticalrelationships,stillaSavant,butmorepleasantandproductive

•  Warren:Coachedonnewrole,developedactionplan,educatedinmissingpieces,becameafocusedSuperstar,leadingabest-in-classdiversityinitiative

•  Pierre:TeamedwithbrilliantSlackertolearnpeople/political/persuasionskills,coachedinhumility&authenticity,becameanall-aroundSuperstar(andwasstolenbyanothercorporation)

•  MaryJane:Dualdiagnosisdisclosedseriousmedicalandpsychologicalproblems,releasedintodisabilityandrehabilitativeprograms

•  Buster:Counseledanearlyretirementpackagethatpermittedfull-timeresidenceonSt.Maarten

...Highlyregardedassettotheorganization,withattentionandappreciationfromtheCEOandCOO

TheBedrockFoundation

•  Anageof:•  Trust•  Communications

•  Collaboration•  Getyourhouse–andyourpeopleinorderfirst•  Teachthebasics•  Transfertocustomers,suppliers,peers

InSummary-People

•  Takestock

•  Recognizeneeds:role,training,attitude,experience

•  Getrealaboutpossibilities

•  Matchroleswithskills,talents,anticipatedgrowth

•  Developpracticalindividualizedactionplans;track;follow-up;adjust

•  Excisethecancers

•  Teachvalueandcontextofcorporaterole–whatdoingthejobreallymeans

•  Communicatedevelopments

•  Buildinternaloperationsbridges

•  EducateC-levelaboutstrengths,accomplishments

Walkthewalk;dotherightthing;positivechange;developwinners;smilewhenyoulookinthemirror!

Transferring-Partners•  Takestock–upstream&downstream

•  Jointproblem-solvingteams

•  Collaborativeriskmanagement

•  Sharecredit–andbenefits

•  Babysteps,biggerstrides,leaps

•  Becomepreferredcustomer,preferredsupplier

•  Jointsolution/product/servicedevelopment•  Withsupplysources

•  Withcustomersfordownstreammarkets

•  Communicate:C-level,internal,external

Walkthewalk;dotherightthing;positivechange;developwinners;smilewhenyoulookinthemirror!