How to become the Most Loved Department

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How to become the Most Loved Department
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Retention

• Recent HDI survey of members indicates retention
  of good employees as a top challenge
• People dont quit a company or a job, they quit a
  team lead, supervisor, manager, director, VP or
  CxO

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What Does Your Team Look Like?

• Good Employees 10
• Marginal Employees 80
• Sub-Optimal Employees 10

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Opportunities

• Vacant Positions
• Reviews
• Performance
• Project
• Task
• Team Meetings

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Are you a Leader?

• The Uncomfortable Stuff
• I must be a manager, it says so on my business
  card!
• This is the one time it really is all about you!

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Mirror, Mirror

• Ask yourself every morning.
• If today is my last day to live, would I do what
  Im about to do???
• Have the courage to follow your heart and
  intuition
• Dont let the noise of others opinions drown out
  your inner voice

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Mirror, Mirror

• Find what you LOVE to do and keep doing it
• Never settle
• Work fills a large part of your life
• You must love it to be satisfied
• A team that gives poor service or has a bad
  attitude that fish stinks from the head every
  time Tim Sanders

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No Guts

• The most valuable tool for any leader is a mirror
• What makes a good mirror
• Journals
• Opinion of Peers
• Opinion of Subordinates
• Opinion of Superiors
• Continually Learning

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What Type of Leader?

• In May of 2005, Fast Company asked readers what
  motivates them more fear or love
• Everyone wants to feel and be understood

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Statistics for the Detail Minded

• 40-45 of all employees dislike their boss and
  plan to quit and take a pay cut
• In 1995 that number was 3-5
• Today in IT81 of all Non-Management Employees
  are ACTIVE Job Seekers

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How Low is the Leadership Bar?

• 82 of all High School graduates never read
  another non-fiction book the rest of their lives
• Less than 3 of Adult Citizens in the United
  States have a library card
• Library of Congress 1975 to 1995
• 24 books a year on Leadership
• 1995 2005
• One new Leadership book every week

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What Did I Do First?

• The average CEO reads 4 books a month
• I was reading 4 books a decade
• Annual Review Question
• What are you doing to make yourself more valuable
  to the company

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Jim Rohn

• there are four things that will happen the day
  you decide to turn your life around
• Disgust when youve had it, or you get mad
  about it
• Decision you make a decision to make a change
• Desire wanting it bad enough
• Resolve Promise yourself to keep doing it UNTIL

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Jim Rohn

• What you have at this moment is because of the
  person you have become to get something
  different you have to change yourself
• If you want to be successful, you must study
  success
• If you work hard on your job youll make a
  living
• If you work hard on yourself youll make a
  fortune

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Evaluate the Culture

• What is a Culture?
• Common set of beliefs that together create an
  intuition for everyone
• What is the Culture of your team?
• Is your answer the same as the rest of your team?
• Would you bet your next paycheck on that answer?

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Helpless Desk

• Second Day on the job, February 2, 2000
• Wednesday morning 828 am
• I guess Ill call the Helpless Desk and see if
  they can help Yeah, they might come see you in
  a week or two

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So why have a great culture?

• Long after people forget what you didThey will
  remember how you made them feel Tim Sanders

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John C. Maxwell

• What Every Leader Needs to Know
• Relationships 101
• Equipping 101
• Attitude 101
• Leadership 101

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Stanford Research Institute

• The money you make in any endeavor is determined
  only 12.5 percent by knowledge and 87.5 percent
  by your ability to deal with people
• 87.5 people knowledge 12.5 product knowledge
  Success

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Teddy Roosevelt

• The most important single ingredient to the
  formula of success is knowing how to get along
  with people

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John D. Rockefeller

• I will pay more for the ability to deal with
  people than any other ability under the sun

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Our Culture

• Our biggest challenge is not hiding behind SOX,
  it has become a real challenge to educate our
  customers and help them understand the why
• We believe that if you work with the customer to
  ensure satisfaction, whether the problem is fixed
  right away or not, they will be happy for the
  service and attention they receive

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After Mirror, Mirror

• Communication is key
• Disconnected Marginals are on their way to
  Sub-Optimal
• Weekly one on one meetings with the Marginals
• 15 minutes a week when you are underway
• Leader prep time is 60 minutes a week for a staff
  of about four or five
• Weekly Staff meeting
• Leader prep time should be at least 60 minutes
  per meeting

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Meeting Content

• If team members dont understand, they wont buy
  in
• Team Goals
• Team Mission
• Team Vision

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Individual Meetings

• Example notice
• Ms Marginal,
• I believe that we need to set aside 15 minutes
  each week to review what's hot and what's not!
• I believe that you have a very good understanding
  of the day to day - so now it's time to start
  moving into more project, audit and analysis
  activities
• We'll be migratory based on what we need to
  accomplish

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Individual Meetings

• Content includes
• Specific assigned duties beyond daily tasks
• Delegation of manager tasks that will be a
  challenge
• Sharing information about manager tasks and
  asking if there might be a better way to complete
  it

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Sub-Optimal Reaction

• When Sub-Optimal employees notice the individual
  attention to Marginals, they will either step up
  to Marginal or remove themselves totally

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Good Employee Reaction

• Good Employees get individual attention
• Ad hoc meetings and much less preparation is
  necessary

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Our 6 Step Program

• Investing in the Teams future
• Technical Presentations
• Shared Cultural Experiences
• Books Together
• Videos Together
• Relationship with the rest of the Organization
• Hiring Process
• Reading Program

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Investing in the Teams Future

• Prior to the roll out of Windows XP to all of our
  customers, all team members became Microsoft
  Certified Professional for Windows XP
• We provided training material, sample tests,
  study guides and a one week in house exam prep
  course

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Technical Presentations

• Each team member had to present a topic that they
  knew about, or needed to know about that related
  to the field of Technology.
• Diagram of the Network and our connection to the
  Internet
• The History of Desktop Virus and how Anti-virus
  Software works
• The information and usage of our Corporate Data
  Warehouse that includes every store and all
  franchisee information
• History of the Desktop Computer

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Shared Cultural Experiences

• We have read the following books as a team,
  discussing the assigned reading in our staff
  meetings
• Gung Ho! Ken Blanchard, Sheldon Bowles
• Richest Man In Babylon George S Clason
• Raving Fans Ken Blanchard, Sheldon Bowles
• We watched the following video tapes in our staff
  meetings
• Have Your Best Year Ever Jim Rohn
• Who Moved My Cheese Spencer Johnson, Ken
  Blanchard
• The Wealthy Barber David Chilton
• The Rescue of Flight 232 Capt. Al Haynes

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Relationships

• Birthdays and Hire Date Anniversaries
• Lunch with Peers and Customers
• Training Classes
• Didnt know my co-workers better

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Hiring Process

• Three Interviews
• Technical Interview by the Director
• The Cultural Interview
• Team Interview by the Supervisor
• Finalist are called back for Lunch with the Team
• The Gauntlet

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Growin for Green

• Purpose of the program
• Provide incentive for sharing knowledge gained
  from reading
• Create a sense of community with assigned reading
  (shared experience)
• Create healthy reading habits

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Growin for Green RULES

• Books must be brought to the meeting when giving
  the report
• Books must be Non-Fiction
• Books must be at least 100 pages in length
• Books cannot be a technical manual
• Any book may be disqualified by the administrator
  of the program
• Each book report is worth 10.00, maximum of 3
  books per meeting

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Growin for Green

• Let me do the math for you
• 6 books per month limit 60.00 max
• 12 months per year 720.00 max
• If I offered you a 720.00 cash reward for
  improving yourself by reading non-fiction books,
  and improving your speaking skills by asking you
  to do a book report, would you?

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Growin for Green

• Is the program successful?
• 42 book reports in the last 12 months
• Didnt break the bank, but its nice to get some
  cash for making yourself better
• What are some of the titles of the books that
  have been shared?
• Understanding the Bible, Body for Life, How to
  Read a Book, Throwing the Elephant, Leadership
  and Self Deception, The Four Agreements, The
  Letters of Paul, Absolutely, Running with the
  Giants

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New Leadership Attitude

• Most leaders manage at a level they feel they can
  control
• Retention is measurable
• Most Loved is not measurable
• Customer Satisfaction is subjective
• Our goal as leaders is to create a communal
  understanding that everyone is important and has
  value

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New Leadership Attitude

• Most Loved includes
• Autonomy
• Empowerment
• Support for questionable choices
• Opportunity for growth

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New Leadership Attitude

• Nothing Ventured, Nothing Gained
• If changing your leadership style is a risk for
  your job are you in the right place?
• Dont ever forget what is was like when you were
  the marginal employee
• Most Loved is your ability as a leader to connect
  to the team

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Questions

• www.johannstoessel.com