w6: building a staff retention culture
TRANSCRIPT
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W6: Building a Staff Retention Culture
Luke ToddDirector at MadeYou
Kelly McSherry Director at MadeYou
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Building a Staff Retention Culture
Building a Talent Retention Culture
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Do You Know These Two Men?
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Introductions – Luke Todd
• 25+ years experience, mainly in contact centres• Operational experience within small-
medium-large-international businesses• Training experienced mainly focused on
leadership development programs• @Gallup accredited StrengthsFinder
coach• Still working in operational environments
– I know how it feels ;-)
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Introductions – Kelly McSherry• 25+ years experience across finance, SME’s,
health care and NGO’s• Operational experience within small-medium-
large-international businesses• Training experienced mainly focused on
management & team development and coaching
• Qualified psychotherapeutic counsellor and in neuro-linguistics programming (NLP)
• I’ve been a Team Leader, Team Manager and Area Manager with hundreds of staff and £millions in budgets – I’ve been and still am operational! J
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What about you gorgeous lot?
Check-in
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#individualization
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Attracting Talent
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#individualizationvs
#assimilation
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Managing Talent
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We are all different by design and
together by choice!
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Quickies
• Say Good Morning
• Ask people questions (use their name)
• Gyms assimilate / Personal Trainers are individuals
• Beer Fridays…what about some things which are more unique
• Talent Programs need to be individualistic
• Introduce Objective Key Results (OKR’s) as objective setting
• Open Feedback culture
• Help those that are helping themselves
• Flies on urinals
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Bigger Fish
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6 Diamond In The Rough
8 Rising Star 9 Super Star
3 InconsistentPerformer
5 Solid Performer
7 High Performer
1 Low To Low 2 Solid Worker 4 Hard WorkerPote
ntia
l
Performance
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Managing Weekly Motivation
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Questions We Need To Be Asking?- Would we miss them if they were gone?
- Would we hire them again knowing what we know?
- If we would would we give them more training/support? Why cant we just do it now?
- Are the managers having 121’s with the staff?Are HR having catch up supervision meetings with the managers?
- Why did you leave is an ineffective question? Why did you start looking is better?
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Quickies• €xx to highlight silly rules
• Passing probation
• Length of service
• Say thankyou…..!!
• What’s our culture?
• Manage the crap!
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Further Reading HI!
HELLO
1-minute Manager
Hiring For Attitude
Good to Great
Mistakes were made but not by me
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HI!
HELLO
MadeYou Think = Consultancy, Team Building &
Contact Centre Outsourcing
MadeYou Grow = Training, Development & Coaching
MadeYou Smile = Social Media Marketing
(attracting talent)
MadeYou Kewl = just because we are….
Q&A’s