influencing: our role in ‘moving the meteor’ · everything in this presentation is a...
TRANSCRIPT
1
Jenny O’Brien
Chief Compliance Officer
UnitedHealthcare
Influencing: Our Role in ‘Moving the Meteor’European Compliance & Ethics Institute
Prague, Czech RepublicApril 2017
Roy Snell
CEO
HCCA/SCCE
Thomas R. Fox Principle
Advanced Compliance Solutions
2
Elements
INFLUENCE
3
COLLABORATION• Know, acknowledge and use skills of others
• Let others give what they can, fill in gaps
• Document roles, tasks and expectations
COLLABORATION• Know, acknowledge and use skills of others
• Let others give what they can, fill in gaps
• Document roles, tasks and expectations
4
• Know Your Audience
• Objective vs Subjective
• Be Relevant
COMMUNICATION
• Rapport and Trust
• Investment of Time
• Likeability and Reciprocity
RELATIONSHIPS
5
• Self-Awareness and Humility
• Measured
• Optimism, Curiosity, Passion
EI vs IQ
• Don’t talk, ask questions and listen
• Determine what they need but didn’t ask for
• Package solution giving more to both sides but drop sticking points
NEGOTIATION
6
• New vs Old School thinking list
• Stay focused on mission
• Consider ROI of every effort
STRAGETIC THINKING
• Vision and Implementation
• Value Proposition
• Reciprocity
LEVERAGE
7
INFLUENCE
8
USE OF SOCIAL MEDIA
IN A BEST PRACTICES
COMPLIANCE PROGRAM
SCCE European Compliance and Ethics InstitutePrague, CZ
April 2-6, 2017
PRESENTER AND CONTACT INFORMATION
Thomas R. Fox
832-744-0264
tfoxlaw
fcpacompliancereport.com
9
PUBLICATIONS-PARTIAL LIST
17© 2015 Thomas R. Fox / Advanced Compliance Solutions All Rights Reserved
LEGAL DISCLAIMER
The views stated here are solely those of the presenter.
Everything in this presentation is a generalization and is subject to numerous exceptions.
10
SOCIAL MEDIA AND CCO 3.0
FREED OF THE CONSTRAINTS TO WRITE POLICIES AND PROCEDURES BY LAWYERS FOR LAWYERS, THE PROFESSION HAS MOVED TO
INTEGRATING COMPLIANCE DIRECTLY INTO THE FABRIC OF THE COMPANY. COMPLIANCE PROGRAM IS A BUSINESS SOLUTION TO A
LEGAL PROBLEM.
Operationalizing Compliance
11
THE IMPORTANT THING TO REMEMBER ABOUT SOCIAL MEDIA TOOLS IS PRECISELY THAT; THEY ARE TOOLS THAT A CCO, COMPLIANCE PRACTITIONER OR ANY COMPANY CAN USE TO COMMUNICATE
WITH THEIR EMPLOYEE BASE. PUT ANOTHER WAY, SOCIAL MEDIA IS BUT ONE PART OF THE COMMUNICATION ECOSYSTEM WHICH CAN
BE USED TO MARKET THE MESSAGE OF COMPLIANCE
Social Media Tools are Social
• WHY COMPLIANCE LEADERS NEED TO MASTER A NEW WAY OF DEVELOPING RELATIONSHIPS, WHICH BEGINS BY STEPPING OUT OF TRADITIONAL HIERARCHIES;• HOW TO LISTEN AT SCALE, SHARE TO SHAPE, AND ENGAGE TO TRANSFORM;• THE ART OF MAKING THIS TRANSFORMATIVE MIND SHIFT; AND• THE SCIENCE OF APPLYING THE RIGHT TOOLS TO MEET YOUR STRATEGIC GOALS
The Engaged Compliance Leader
Source: The Engaged Leader by Charlene Li
12
INNOVATION IS A BIG DEAL. IT’S BEEN A BIG DEAL EVER SINCE CUSTOMERS REWARDED
DIFFERENTIATION AND PUNISHED COMPANIES THAT FAILED TO MAINTAIN
THEIR CREATIVE EDGE.”
Innovation in Compliance
Source: “Innovation in the Legal Sector” by David Orozco
USING SOCIAL MEDIA TO INSPIRE
COMPLIANCE
13
(1) LET YOUR EMPLOYEES KNOW WHAT YOU STAND FOR; (2) CELEBRATE THEIR EFFORTS; AND (3) GIVE THEM A TOOLKIT TO PARTICIPATE.
Using Social Media for Compliance Branding
Source: We First: How Brands and Consumers Use Social Media to Build a Better World by Simon Mainwaring
LET YOUR EMPLOYEES KNOW WHAT YOU STAND FOR Set expectations Encourage a speak up culture Communicate, communicate,
communicate
14
CELEBRATE EMPLOYEES EFFORTS
FCPA Guidance calls for incentives for compliance
Promotions Rewards Monetary awards-Weatherford $10,000
award Celebrate-goes beyond incentivizing Universal Aviation-Compliance Week
COMPLIANCE TOOK-KIT Social media apps Periscope Pinterest, Snapchat and Instagram Hootsuite-Follow the Sun campaign #HootsuiteLife Law firm apps O’Melveny & Myers LLP Foreign Corrupt
Practices Act Handbook Latham & Watkins LLP’s AB&C Laws
15
SHARING IN THE COMPLIANCE
FUNCTION
TYPES OF SHARERS Altruist: Someone who shares something specific
about one topic all the time. Careerist: Someone who wants to become a
thought leader in their own industry, so they can see their career grow.
Hipster: Someone who likes to try things for the first time and share it faster than everyone else.
Boomerang: Someone who asks a question so they can receive a comment only to reply.
Connector: Someone who likes to connect one or more persons to each other.
Selective: This is the observer.
Source: Shareology: How Sharing is Powering the Human Economy by Brian Kramer
16
WRITE HOW YOU SPEAK AND SPEAK IN THE LANGUAGE OF YOUR EMPLOYEES
Messaging
TWITTER AND INNOVATION IN
YOUR COMPLIANCE
PROGRAM
17
(1) “OVERALL, EMPLOYEES WHO USED TWITTER HAD BETTER IDEAS THAN THOSE WHO DIDN’T.”; (2) IN PARTICULAR, THERE WAS A LINK BETWEEN THE AMOUNT OF DIVERSITY IN EMPLOYEES’ “TWITTER NETWORKS AND THE QUALITY OF THEIR IDEAS.”; AND (3) TWITTER USERS WHO COMBINED IDEA SCOUTING AND IDEA CONNECTING WERE THE MOST INNOVATIVE.
Using Twitter to Generate Ideas
Source: Summer 2015, MIT Sloan Management Review, How Twitter Users Can Generate Better Ideas by Parise, Whelan and Todd
IDENTIFY EXTERNAL IDEAS FROM EXPERTS AND RESOURCES ON TWITTER
The Idea Scout
18
PUTTING TOGETHER DISPARATE STRANDS OF 140 CHARACTER TWEETS
The Idea Connector
TELLING A STORY ABOUT HONEY
19
YOU ARE ONLY LIMITED BY YOUR IMAGINATION
Compliancing
OPERATIONALIZING YOUR COMPLIANCE PROGRAM
Evaluation of Corporate Compliance Programs
20
DOCUMENT THE PROVENANCE OF HONEY-WRITTEN RECORD IS ONLY TESTIMONIAL EVIDENCE
The Problem
TELLING A STORY ABOUT HONEY-USING COVOUCH
The Solution
21
DOCUMENTS THE COLLECTION OF ALL THESE VARIOUS BARRELS OF HONEY AND ITS PROCESSING. EVERY TIME THEY TAKE A PICTURE, IT WOULD BE TIME AND DATE STAMPED WITH GEO-TAGGING AS WELL. YOU KNOW WHEN AND WHERE A PICTURE OF A PARTICULAR BARREL OF HONEY WHICH WE WOULD LABEL WITH SOME SPECIAL LABELS SO YOU COULD IDENTIFY IT WHEN AND WHERE THAT WAS TAKEN
The Solution
BAR CODE TAGGEDCLOUD STORAGESEARCHABLE DATABASE
The Solution
22
YOU’RE TELLING THE STORY BUT THE PROVENANCE, OF ONE IMPORTED BARREL OF HONEY AND HOW DID IT GET TO WHERE IT’S AT. IT’S DIFFERENT. YEAH, THAT’S RIGHT. THAT’S EXACTLY WHAT WE’RE TRYING TO DO AND TRYING TO DO IT IN A WAY THAT IS EASY ENOUGH SO THAT, AS YOU PUT IT, A FAIRLY, UNEDUCATED FARMER IN INDONESIA CAN DO IT AND A BUSY CUSTOMS AGENT IN THE UNITED STATES CAN REVIEW IT
The Story
Source: Gar Hurst, inventor of CoVouch
IMPORT/EXPORT REGULATIONS;DELIVERY AMOUNTS, TIMES AND LOCATIONS;CHEMICAL AND HAZARDOUS DECLARATIONS;
WHAT DOES YOUR IMAGINATION SAY?
Implications and Applications
23
TOOLS AND APPLICATIONS FOR THE COMPLIANCE
PRACTITIONER
Open a Facebook page for your compliance function
(Hint: Your Company may already have a Facebook page)
24
YOUTUBE
Create a YouTube channel for your compliance function.
(Hint: Your Company may already have a YouTube channel)
In addition to communicating with your own employees, you can extend the viral reach of your compliance function and progrom
25
Marketplace of ideas Inbound and outbound communications Back up reporting channel Informal employee survey
PERISCOPE
Allows you to tell a story in real time Hootsuite-Follow the Sun Your compliance team world-wide
26
Online bulletin Board for compliance Anything visual or in writing Other employees can add to it
THE D&BEXPERIENCE
27
LOUIS SAPIRMAN-CCO DUN & BRADSTREET• Challenged by CEO Robert Carrigan to use tech in compliance
CHATTER JAMS
#dotherightthing Set expectations and engagement
requirements World wide coverage
28
REVISION TO THE CODE OF CONDUCT Testing of Code changes Listening to employees across the Globe Incorporation into subsequent drafts Ownership and Buy0in
WHAT DOES IT ALL MEAN?
29
1. COMPLIANCE IS EVOLVING2. USE OF SOCIAL MEDIA WORKS TO
OPERATIONALIZE COMPLIANCE AND PROTECT THE COMPANY
3. “SOCIAL” MEDIA IS A TWO-WAY STREET
QUESTIONS?