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©SHRM 2010
Bring It On: How to Create a Resilient
Workforce with a “Warrior Spirit”
David Lee • June 27th
SHRM 2011 Annual Conference & Exposition
June 26-29, 2011
Las Vegas, Nevada
Bring It On: How to Create a Resilient Workforce
with a “Warrior Spirit”
With David Lee
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HumanNatureAtWork.com
Bring It On!
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How Do You Create the
Conditions…
• Mental
• Emotional
• Physiological
• Behavioral
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How Do You Create the
Conditions…
• Mental
• Emotional
• Physiological
• Behavioral
#SHRM11 and #SHRM11-BIO
How Do You Create the
Conditions…
• Mental
• Emotional
• Physiological
• Behavioral
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How Do You Create the
Conditions…
The Physiology of “Bring It On!”
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How Do You Create the
Conditions…
• Mental
• Emotional
• Physiological
• Behavioral
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How Do You Create the
Conditions…
• Mental
• Emotional
• Physiological
• Behavioral
Agenda
1. What is a resilient workforce?
2. Why is having one of huge strategic importance?
3. How do you build one?
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#1 What is a Resilient
Workforce?
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A Resilient Workforce Is:
• Not Easily Stressed Out…
• Flexible, Adaptable, Resourceful
• “Can Do”
• “How can I help?” vs. “How will I survive?”
• Upbeat; Spirited In the Face of Challenge
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#1 What is a Resilient Workforce?
#2 Why is having a resilient
workforce of huge strategic
importance?
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“What difference does it make to
YOU?”
i.e. “Why do YOU care?”
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Resilience as Strategic Advantage
“Fast,
Flexible,
Focused,
Friendly, &
Fun”
To Survive in the New Economy…
Rosabeth Moss Kanter
Resilience as Strategic Advantage
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Resilience as Ultimate Strategic
Advantage
“…And (resilience) will prove to be the
ultimate competitive advantage in the
age of turbulence…”
Source: Hamel & Valikangas, The Quest for
Resilience, Harvard Business Review, Sept 2003.
Resilience as Strategic Advantage
Gary Hamel
Resilience Affects the Very Fuel
That Powers Your Organization
Resilience as Strategic Advantage
Resilience Affects Energy Level
Resilience as Strategic Advantage
Resilience Affects Energy Level
Resilience as Strategic Advantage
“Fatigue makes cowards of us all.”
Vince Lombardi
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Resilience Affects Energy Level
Resilience as Strategic Advantage
Resilience Affects Emotional State
Resilience as Strategic Advantage
Resilience Affects Emotional State
Resilience as Strategic Advantage
Employee Energy & Emotions Aren’t
Just the Fuel That Powers Your
Organization
Resilience as Strategic Advantage
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They Also Impact Every Major Source
of Competitive Advantage:
Emotions Affect:
1. Innovation
2. Organizational Agility
3. Ability to “Wow” Customers
4. Talent Acquisition and Retention
5. Quality
6. Productivity
Resilience as Strategic Advantage
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The Last Word…
“There is one key to profitability
and stability during either a
boom or bust economy: employee
morale.”
Resilience as Strategic Advantage
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plus a Q&A follow-up conference call
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or…
Leave card with evaluation
Resilience as Strategic Advantage
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#2 Why is having a resilient workforce
of huge strategic importance?
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#3 How do you build a resilient
workforce with a “Bring It On!”
attitude?
How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero/Higher Self
2. Replace Learned Helplessness with a
Warrior Spirit
3. Build Resilient Relationships
4. Create Positive Emotional Contagion
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How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero/Higher Self
2. Replace Learned Helplessness with a
Warrior Spirit
3. Build Resilient Relationships
4. Create Positive Emotional Contagion
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“How do you help ordinary people realize
they can do extraordinary things?”
Access Their Inner Hero/Higher Self
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“How do you help ordinary people realize
they can do extraordinary things?”
Access Their Inner Hero/Higher Self
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“How do you help ordinary people realize
they can do extraordinary things?”
Stories Of Surprising Oneself & Stories of
Overcoming
Access Their Inner Hero/Higher Self
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“How do you help ordinary people realize
they can do extraordinary things?”
Fulfill the Human Need for Meaning and Purpose
Access Their Inner Hero/Higher Self
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“People are capable of the highest
generosity and self-sacrifice. But they
have to feel and believe that what they
are doing is truly heroic, timeless, and
supremely meaningful.”
Ernest Becker, Pulitzer prize winning author
Access Their Inner Hero/Higher Self
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“People are capable of the highest
generosity and self-sacrifice. But they
have to feel and believe that what they
are doing is truly heroic, timeless, and
supremely meaningful.”
Ernest Becker, Pulitzer prize winning author
Access Their Inner Hero/Higher Self
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"Work is about a search
for daily meaning as well
as daily bread…”
“Most of us have jobs
that are too small for
our spirits.”
Fulfill the Human Need for Meaning
and Purpose
Access Their Inner Hero/Higher Self
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Fulfill the Human Need for
Meaning and Purpose
Access Their Inner Hero/Higher Self
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Fulfill the Human Need for
Meaning and Purpose
“When you connect people
with a cause greater than
themselves, you access their
Inner Hero/Higher Selves.”
Access Their Inner Hero/Higher Self
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Fulfill the Human Need for
Meaning and Purpose
“We're a service company that just
happens to sell shoes”
Access Their Inner Hero/Higher Self
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Fulfill the Human Need for
Meaning and Purpose
“We Are The First Line of Healers”
Access Their Inner Hero/Higher Self
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A Hidden Benefit of Connecting People to a
Cause Greater Than Themselves
Access Their Inner Hero/Higher Self
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The Importance of Accessing Their
Higher Self
“…(employees) who read about what their work accomplished and how it affected the world, “earned more than twice the number of weekly pledges…”
Access Their Inner Hero/Higher Self
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The Power of Connecting with the
Customer
Access Their Inner Hero/Higher Self
Adam Grant, PhD
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The Power of Connecting with the
Customer
Access Their Inner Hero/Higher Self
Length of report - 29%
Accuracy = 46%
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The Power of Connecting with the
Customer
Access Their Inner Hero/Higher Self
“How can you connect your
people—especially those behind the
scenes—with your customers?”
Action Step: “What will your next step be?”
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Share Stories of Employees
Doing Great Things
Access Their Inner Hero/Higher Self
Share Stories of How
Employees Matter
Access Their Inner Hero/Higher Self
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Make Sharing Stories of the
Difference They Make a Habit
Access Their Inner Hero/Higher Self
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Stories = Inspiration + Simulation
Share Stories of the Difference Their Work Makes
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What’s an Inspiring Story
From Your Organization…?
Share Stories of the Difference Their Work Makes
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Action Step: Start Collecting and
Regularly Sharing Inspiring Stories…
Access Their Inner Hero/Higher Self
How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero
2. Replace Learned Helplessness with a
Warrior Spirit
3. Build Resilient Relationships
4. Create Positive Emotional Contagion
#SHRM11 and #SHRM11-BIO
How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero
– Connect with the Customer – Share Stories of the Difference Your Organization
Makes
– Share Stories of Employees Doing Great Things
– Make it a Regular Practice
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How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero
2. Replace Learned Helplessness with a
Warrior Spirit
3. Build Resilient Relationships
4. Create Positive Emotional Contagion
#SHRM11 and #SHRM11-BIO #SHRM11 and #SHRM11-BIO
“Learned Helplessness”
Replace Learned Helplessness with a Warrior Spirit
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Replace Learned Helplessness with a Warrior Spirit
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Replace Learned Helplessness with a Warrior Spirit
T A Z R K O
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Replace Learned Helplessness with a Warrior Spirit
“Nothing I do makes a
difference. So why
bother?”
Remove the Sources of
Learned Helplessness
• Rigid rules and bureaucratic red tape
• “Deal with it” ethos
• Dissent = NATP
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Replace Learned Helplessness with a Warrior Spirit
Remove the Sources of
Learned Helplessness
• Command and control management
• Lack of follow-up and responsiveness
• Tolerance of mediocrity
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Focus People on Their Circle of
Control
Replace Learned Helplessness with a Warrior Spirit
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Build the Experience of Efficacy
Replace Learned Helplessness with a Warrior Spirit
Bring It On!
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“Do we set our people up for the
Thrill of Victory or…”
Replace Learned Helplessness with a Warrior Spirit
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Replace Learned Helplessness with a Warrior Spirit
Is “Winning” a Regular Experience?
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Progress was the #1 factor
influencing engagement
Replace Learned Helplessness with a Warrior Spirit
Is “Winning” a Regular Experience?
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Progress & Small Wins Release Dopamine
Replace Learned Helplessness with a Warrior Spirit
Is “Winning” a Regular Experience? “Do we set our people up for the
Thrill of Victory or…”
• Ongoing experience of mediocrity,
failure, and helplessness or…?
• Dominant emotional state?
• Biochemistry of defeat or success?
• Self-Definition: “Loser” or “Winner”?
Replace Learned Helplessness with a Warrior Spirit
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The “Get Better Team”
Replace Learned Helplessness with a Warrior Spirit
Actively Involve Employees…
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Replace Learned Helplessness with a Warrior Spirit
Actively Involve Employees…
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Replace Learned Helplessness with a Warrior Spirit
Actively Involve Employees…
You KNOW
this….but are
you DOING this?
• Job Autonomy
• Flexibility
• Input and involvement
Replace Learned Helplessness with a Warrior Spirit
Maximize Positive Control
How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero
2. Replace Learned Helplessness with a
Warrior Spirit
3. Build Resilient Relationships
4. Create Positive Emotional Contagion
#SHRM11 and #SHRM11-BIO
How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero/Higher Self
2. Replace Learned Helplessness with a
Warrior Spirit
3. Build Resilient Relationships
4. Create Positive Emotional Contagion
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Strong, Nourishing Relationships
Build Resilient Relationships
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Resilience & The Roseto Effect
Build Resilient Relationships
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“For Southwest’s leaders, taking care of
business literally means taking care of
relationships.”
Jody Hoffer Gittell, The Southwest Airlines Way,
Build Resilient Relationships
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“For Southwest’s leaders, taking care of
business literally means taking care of
relationships.”
Jody Hoffer Gittell, The Southwest Airlines Way,
Build Resilient Relationships
“For Southwest’s leaders, taking care of
business literally means taking care of
relationships.”
Jody Hoffer Gittell, The Southwest Airlines Way,
Build Resilient Relationships
Build Resilient Relationships
“Our leaders truly care about us.”
Build Resilient Relationships
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Build Resilient Relationships
“Have you become
lean and mean?”
Build Resilient Relationships
Build Horizontal Relationships
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“What can we do to help us be
more of a team?”
Build Resilient Relationships
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“How can we serve
you better?”
Build Resilient Relationships
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#SHRM11 and #SHRM11-BIO HumanNatureAtWork.com
How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero/Higher Self
2. Replace Learned Helplessness with a
Warrior Spirit
3. Build Resilient Relationships
4. Create Positive Emotional Contagion
#SHRM11 and #SHRM11-BIO
How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero/Higher Self
2. Replace Learned Helplessness with a
Warrior Spirit
3. Build Resilient Relationships
4. Create Positive Emotional Contagion
#SHRM11 and #SHRM11-BIO #SHRM11 and #SHRM11-BIO
Positive Emotional Contagion & Stress
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“Neural Wi-Fi”
Two Powerful Ways to Create
Positive Emotional Contagion
Two Powerful Ways to Create
Positive Emotional Contagion
Gratitude
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Two Powerful Ways to Create
Positive Emotional Contagion
Goodwill
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Gratitude
Two Powerful Ways to Create
Positive Emotional Contagion
Gratitude
Two Powerful Ways to Create
Positive Emotional Contagion
Gratitude
Two Powerful Ways to Create
Positive Emotional Contagion
Gratitude
Two Powerful Ways to Create
Positive Emotional Contagion
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Goodwill
Two Powerful Ways to Create
Positive Emotional Contagion
HumanNatureAtWork.com
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The Simple Mood Uplift Equation
Help Others
Two Powerful Ways to Create
Positive Emotional Contagion Two Powerful Ways to Create
Positive Emotional Contagion
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The Simple Mood Uplift Equation
Two Powerful Ways to Create
Positive Emotional Contagion Two Powerful Ways to Create
Positive Emotional Contagion
Be Generous
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The Simple Mood Uplift Equation
Two Powerful Ways to Create
Positive Emotional Contagion Two Powerful Ways to Create
Positive Emotional Contagion
Express Appreciation
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The Simple Mood Uplift Equation
Two Powerful Ways to Create
Positive Emotional Contagion Two Powerful Ways to Create
Positive Emotional Contagion
Do Random Acts of Kindness…
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The Simple Mood Uplift Equation
Two Powerful Ways to Create
Positive Emotional Contagion Two Powerful Ways to Create
Positive Emotional Contagion
…and You Release “Feel Good
Biochemicals”, and…
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The Simple Mood Uplift Equation
Two Powerful Ways to Create
Positive Emotional Contagion Two Powerful Ways to Create
Positive Emotional Contagion
Your Presence Uplifts Others.
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Two Powerful Ways to Create
Positive Emotional Contagion Two Powerful Ways to Create
Positive Emotional Contagion
“Who might you
express appreciation
to?”
Goodwill
Two Powerful Ways to Create
Positive Emotional Contagion #SHRM11 & #SHRM11-BIO
Goodwill
Two Powerful Ways to Create
Positive Emotional Contagion
Action Step: How Will you
Create Positive Emotional
Contagion?”
Two Powerful Ways to Create
Positive Emotional Contagion
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How to Build a “Bring It On!”
Workforce
1. Access Their Inner Hero/Higher Self
2. Replace Learned Helplessness with a
Warrior Spirit
3. Build Resilient Relationships
4. Create Positive Emotional Contagion
HumanNatureAtWork.com
Final Thoughts…
Todd Hudson
president of The Maverick Institute
HumanNatureAtWork.com
HumanNatureAtWork.com
Bring It On!
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For more of the “Why” and “WII-FM”,
plus a Q&A follow-up conference call
Resilience as Strategic Advantage
HumanNatureAtWork.com