The Goats (aka kids)

‘Damian’

I’ve made some observations …

Work Life

So why do organizations feel like this?

One disengaged employee costs,

on average, $10,000 in profit annually.

Aon Hewitt, 2010

The lost productivity of actively disengaged employees costs the US

economy $450-$550 BILLION annually. Gallup

One disengaged employee costs, on average, $10,000 in profit annually.

Aon Hewitt

“The purpose of business is to create and keep a customer.”

“So much of what we call management consists in making it difficult for people to work.”

To avoid this in our organizations

we NEED this

Like a Barn Raising

How Do I Know It Works?

(a TELUS case study)

Who is TELUS?

Unionized work force Home, mobile & office workers

Engagement challenges Typical business units

13.5m

customer

connections

44,000+

employees Multiple

countries

$11.7

billion

Vast

product

lines

Implemented three models to support our change

Learning Leadership Collaboration

The Early Days

53 58 54 57

0

20

40

60

80

100

2007 2008 2009 2010 2011 2012 2013

TELUS Employee Engagement

Magic Dust Not Applied

53 58 54 57

70 80 83

0

20

40

60

80

100

2007 2008 2009 2010 2011 2012 2013

TELUS Employee Engagement

Culture is our Competitive Advantage

“the TELUS engagement score is

#1 globally amongst organizations

of its size and composition”

AON Hewitt

2

Live Webcast Live micro-blogging Habitat Videos

Leadership & Games

How has an Engaged

Workforce helped

TELUS?

PS. Business Benefits

Global leader in total shareholder return

TSX

+ 50%

Global Peers

+ 81%

+ 198%

TELUS outperforms TSX by 148 percentage points

$80

$120

$160

$200

$240

$280

$320

May 2009 Sep 2009 Jan 2010 May 2010 Sep 2010 Jan 2011 May 2011 Sep 2011 Jan 2012 May 2012 Sep 2012 Jan 2013 May 2013

TELUS leads in total shareholder return since 2000

1 TELUS 233%

2 BCE 160%

3 Singapore Telecom 109%

4 Verizon 79%

5 Telstra 46%

6 AT&T 45%

7 Swisscom 32%

8 New Zealand Telecom 14%

9 Portugal Telecom 8%

10 Telefonica SA -18%

11 BT Group -55%

12 Hellenic Telecom -57%

Commissioner for Complaints for Telecommunications Services (CCTS)

Annual report released Nov 6, 2013

details the complaints they have received with respect to the telecom industry.

Industry Complaints

TELUS Complaints

26%

27%

Curriculum Vitae Submissions

116,022

164,508

201,897

207,744

251,000

0

50000

100000

150000

200000

250000

300000

2009 2010 2011 2012 2013

The Rising Tide of TELUS

Leadership & Internal Culture

Digital Readiness / Connected Learning

Career & Talent

Services

Onboarding and

Induction

Flexible Work Styles

So what is a FLAT ARMY?

Connected Leader

Attributes

becoming

being

beyond Coaching Measuring Adapting Exploring Bettering

Trusting Involving

Empathizing Developing

Communicating

Analyzing Deciding Delivering

Cooperating Clowning

Connected Leader

Attributes

connect

consider

communicate create

confirm

congrats

CLAM

Collaborative Leader Action Model

Connected Leader

Attributes

My Kids Expect Collaborative Behaviour

We Are Born To Be A Part Of Something

Employee Engagement is Critical

Collaboration is a Behaviour …

He’s German He’s Not

even The

Beatles had to

prepare

But if all else fails …