Employer Healthcare Forum!October 2014!

!!

Sunny Grosso!Coaching and Culture Chief!

TAKE A MOMENT TO THINK…

WHAT ARE YOUR GOALS

IN LIFE ?

TAKE A MOMENT TO THINK…

HAPPINESS

WHEN I GET ________ I WILL BE HAPPY!

OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.

LOTTERY WINNERS TERMINALLY INJURED

HAPPINESS HASN’T CHANGED IN 50 YEARS

TEST ME! IF MONEY BUYS HAPPINESS… It SHOULD INCREASE WITH INCOME

HAPPINESS IS DYNAMIC.

HAPPINESS IS DYNAMIC.

1/3  OF  OUR  LIVES  90,000  HOURS  

87% WORLD WORKFORCE

*  Gallup  State  of  the  Global  Workplace  2013    

24% ACTIVELY

Gallop  20XX  

Gallup  2012  

$500B IN

LOSSES :(

HOW DOES THAT WORK META ANALYSIS I 263 STUDIES I 192 COMPANIES I 49 INDUSTRIES I 34 COUNTRIES

K

PI’S

AC

RO

SS T

OP

AN

D B

OTT

OM

CO

MPA

NIE

S

*GALLUP

Gallop  20XX  

Gallup  2012  

100 PERSON CO

$225K YR

WHAT’S IT COSTING YOU?

20-50% of your employees will leave this year

It costs 50-150%

of their salary to replace them

Imagine he was only going to close the door to new applicants?

THE SYMPTOMS ARE SHOWING

THE SYMPTOMS ARE SHOWING 60%  more  quality  defects  (Gallup)  

49%  more  safety  incidents  (Gallup)  

IMAGINE

16%  beCer  performance  (HBR)  

19%  higher  accuracy  on  tasks  (Shawn  Achor)  

32%  more  commitment  to  the  org  (HBR  2012)  

50%  increase  in  produc>vity  (Gallup)  

33%  higher  profitability  (Gallup)  

37%  higher  sales  (Shawn  Achor)  

44%  higher  reten>on    (Gallup  2007)  

46%  more  sa>sfied  with  their  jobs  (HBR)  

66%  less  sick  leave    (Forbes,  Jessica  Pryce)  

56%  higher  customer  loyalty  (HBR)  

300%  more  innova>on  (HBR)  

IMAGINE PASSIONATE EMPLOYEES 76% WILL CHANGE

WITH INTERVENTION

STORY OF

THE SOLUTION

HOW TO APPLY IT

WHAT WE LEARNED SCIENCE & SECRETS

WHAT WE SAW WHAT WE DID ABOUT IT

TIPS, STEPS AND WARNINGS!

WHO’S SUNNY FROM DELIVERING HAPPINESS?  

HOW DID I GET HERE ?

HOW DID I GET HERE ?

…

COACHING

& CULTURE CHIEF

24 MILLION CUSTOMERS

OH

@#$%

$265M

DOT COM

SF 1999 DOT-COM

35 EMP GROWING

“A WOMAN’S DREAM CLOSET”

…AND GROWING! ZAPPOS WAREHOUSE

“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM

FEEL.” — MAYA ANGELOU

FREE SHIPPING I 800# EVERY PAGE I 24HR CALL CENTER I 365 DAY RETURNS

CUSTOMER SERVICE NO.1 PRIORITY

75% REPEAT CUSTOMERS

HOW DO YOU SUSTAIN GREAT CUSTOMER SERVICE?

HAPPY CUSTOMERS

= HAPPY

EMPLOYEES

CULTURE SUSTAINS HAPPINESS

NO.1 PRIORITY

HOW IS CULTURE NO.1 PRIORITY?  HIRE, MEASURE, FIRE

5 WEEKS OF TRAINING

$4000 TO QUIT. REALLY!

CULTURE BOOK

1.  Deliver WOW Through Service!2.  Embrace and Drive Change!

3.  Create Fun and a Little Weirdness!4.  Be Adventurous, Creative, and Open-Minded!

5.  Pursue Growth and Learning!6.  Build Open and Honest Relationships With Communication!

7.  Build a Positive Team and Family Spirit!8.  Do More with Less!

9.  Be Passionate and Determined!10.  Be Humble!

ZAPPOS 10 CORE VALUES

GUIDELINES        I      LIVED      I      CO-­‐OWNED    I    MEASURED      

CORE VALUES HELP DEFINE CULTURE

HAPPINESS AS A BUSINESS MODEL

HAPPY CUSTOMERS

= HAPPY

EMPLOYEES

= SUCCESSFUL COMPANY

& MEANINGFUL LIVES

& HAPPY

SHAREHOLDERS

NOV ‘09 AMAZON ACQUIRES ZAPPOS FOR $1.2B

$0 to $1 BILLION IN 8 YRS*

ZAPPOS GROWTH

$3B

FULL PRICE RETAILER I CULTURE #1 PRIORITY

!500,000+ COPIES SOLD! 20+ LANGUAGES!!!

!NO.1 BESTSELLER: !!NYTIMES!

!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!

!!!!

!!

WHOA.!

2010  

!2010 DELIVERING HAPPINESS BUS TOUR!

WE HEARD FROM AROUND THE WORLD  NO MATTER WHAT !BACKGROUND!BELIEFS!CULTURE!!

HAPPINESS

GLOBAL MOVEMENT  

100K PEOPLE 100 COUNTRIES

HOW? PCC.

Happier Companies

Happier People

Happier Communities

HAPPIER PEOPLE

HAPPIER COMPANIES

HAPPIER COMMUNITIES

COACHING CONSULTING

TOOLS & METRICS

COMPANIES CULTURE CHANGE HAPPINESS AS A BUSINESS MODEL  

2010

Happier Companies

Happier People

Happier Communities

HAPPIER COMPANIES

Happier Companies

Happier People

Happier Communities

HAPPIER COMPANIES

ñ  ñ   39% MONTHLY SALES 92% UNPLANNED ABSENCE

250 COMPANIES 30 COUNTRIES

THAT’S GREAT, BUT IT’LL NEVER WORK FOR MY COMPANY!

STORY OF

THE SOLUTION

HOW TO APPLY IT

WHAT WE LEARNED SCIENCE & SECRETS

WHAT WE SAW WHAT WE DID

TIPS, STEPS AND WARNINGS

THINK  ABOUT  YOU  FOR  A  SECOND…  

Happier Companies

Happier People

Happier Communities

SUCCESS HAPPINESS

HAPPINESS SUCCESS

1.  I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF, NOT THE LIFE OTHERS EXPECTED OF ME

2.  I WISH I HADN’T WORKED SO HARD

3.  I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS

4.  I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS

5.  I WISH I HAD LET MYSELF BE HAPPIER

*  Bronnie  Ware,  PalliaXve  Care  Nurse  caring  for  paXents  in  last  12  weeks  of  life  

*  Bronnie  Ware,  PalliaXve  Care  Nurse  for  paXents  in  last  12  weeks  of  life  

THE EXPERTS > FAST FORWARD TOP 5 REGRETS IN LIFE

WHAT WILL YOUR EULOGY BE?

FAST FORWARD

*  Bronnie  Ware,  PalliaXve  Care  Nurse  caring  for  paXents  in  last  12  weeks  of  life  

*  Bronnie  Ware,  PalliaXve  Care  Nurse  for  paXents  in  last  12  weeks  of  life  

…BUT ONLY 10%

HAPPINESS IS PREDETERMINED

*Shawn  Achor,  The  Happiness  Advantage  

BRAINS PROCESS 40M BITS PER SECOND BUT WE RECEIVE 11M BITS PER SECOND

*informaXon  transmission  rate  of  all  5  senses  per  second  

IT’S  ABOUT  WHAT  WE  FOCUS  ON  FOCUS  ON  NEGATIVE,  SEE  NEGATIVE  

UP TO 90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD

CHANGE YOUR MINDSET, CHANGE YOUR WORLD

OUR BRAINS CAN BE REWIRED FOR HAPPINESS.

WHY DO WE GET THIS WRONG?

PSYCHOLOGY

1998

A POSITIVE INTERACTION AT WORK HAS AN EFFECT 5X MORE PRODUCTIVE THAN A NEGATIVE ONE

15 YEARS OF RESERCH HUNDREDS OF STUDIES

HAPPINESS IS SERIOUS BUSINESS

3 TYPES OF HAPPINESS

POP QUIZ. CAN YOU TELL WHICH IS HAPPIER? PLEASURE, SUPERFICIAL FAVORABLE GENE EXPRESSION IMMUNE, ANTIVIRAL, INFLAMATORY

PURPOSE, MEANINGFUL ADVERSE GENE EXPRESSION INFLAMATION, ANTIBODY, ANTIVIRAL

1 “GET THE

CULTURE RIGHT THEN EVERYTHING

ELSE WILL FALL INTO

PLACE”

1

ATMOSPHERE

HAPPY EMPLOYEES

HAPPY CUSTOMERS

= =

SUCCESSFUL

COMPANY

THE FORMULA IS NOT HARD

CULTURE IS THE SECRET SAUCE

GUIDELINES        I      LIVED      I      CO-­‐OWNED    I    MEASURED  

SUSTAINABLE

IT SOUNDS…  SOFT

MASLOWS HIERARCHY OF HUMAN NEEDS

E

ffect

s of

hap

pine

ss o

n bu

sine

ss

WHY FOCUS ON THE SOFT STUFF

*mean difference between happiest vs least happy workplaces  

WHY FOCUS ON THE SOFT STUFF

FOCUS ON THE SOFT STUFF

STORY OF

THE SOLUTION

HOW TO APPLY IT

WHAT WE LEARNED SCIENCE & SECRETS

WHAT WE SAW WHAT WE DID ABOUT IT

TIPS, STEPS AND WARNING!

CULTURE    IS NOT ABOUT WHAT YOUR VALUES ARE IT’S ALL ABOUT ALIGNMENT

GROWTH

   …  COMPLEXITY  

FREEDOM  &  AUTONOMY  

%  HIGH  PERFORMING  EMPLOYEES  

CULTURE  IS  ABOUT  SUSTAINABLY  SCALING    

GROWTH

   …  COMPLEXITY  

FREEDOM  &  AU

TONOMY  

%  HIGH  PER

FORMING  EM

PLOYEES    &  H

APPINESS!  

CULTURE  IS  ABOUT  SUSTAINABLY  SCALING    

CULTURE  &  STRATEGY  HIGHEST  LOYALTY  IN  THE  INDUSTRY  

LOYAL  I    CANT  COPY    I    RESILIANCE  IN  HARD  TIMES    I    ‘91  GAS  CRISIS    

HOW  STRONG  IS  YOUR  CULTURE,  WOULD  PEOPLE  STICK  WITH  YOU  IN  A  CRISIS?  

BE INTENTIONAL!

WE ARE ALWAYS EITHER AFFECTING

OR INFECTING OTHERS

CULTURE  IS  CONTAGIOUS  

LET’S TRY!

CULTURE  TIP-­‐  IT’S  ORGANIC  BOTTOM  UP  TOP  DOWN  FIND  YOUR  CULTURE  CHAMPS  

STORIES  SHOW  YOUR  REAL  CULTURE!  

WHAT ARE YOUR CULTURE STORIES?

CULTURE  TIP  

INTEGRITY  

COMMUNICATION  

RESPECT  

EXCELLENCE  

CULTURE  CAUTION  

ENCOURAGE  DEPTH  &  NUMBER  OF  CONNECTIONS  

1 MAIN ENTRANCE…

CONNECTEDNESS  TIP  

CONNECTEDNESS  TIP  

COLABORATIVE    ENVIRONMENT  

APPLY  THE  SCIENCE    4min  “lunch  Line”  

PERSONAL EMOTIONAL CONNECTION

CELEBRATE

BIG TIP

CONNECTEDNESS  IS  PERSONAL  

LET’S  TRY!  

“Happiness does not come so much from within than it does from between”

Tony Hsieh

CONNECTEDNESS  

SENSE  of  PROGRESS  TIP  HELP  EMPLOYEES  FEEL  PROGRESS  BY  SETTING,  MEASURING  &  CELEBRATING  GOALS  CREATIVELY  

PROMOTION  

18  Months  

PROMOTION  

PROMOTION  

6  Months  

6  Months  

6  Months  

SENSE  of  CONTROL  TIP  START  SMALL!  THE  STRONGER  THE  CULTURE,  MORE  THE  AUTONOMY.  

SENSE  of  CONTROL  TIP  START  SMALL!  THE  STRONGER  THE  CULTURE,  MORE  THE  AUTONOMY.  

VISION

CLARITY OF ROLE PART OF SOMETHING BIGGER

PURPOSE  IS  ESSENTIAL    

IF YOU WANT TO BUILD A SHIP,

DON’T DIVIDE THE WORK AND GIVE ORDERS. INSTEAD TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA.

PURPOSE  IS  ESSENTIAL    

~SAINT EXUPERY

PURPOSE  TIP  CONNECT  CUSTOMERS  TO  HIGHER  PURPOSE  

TOYOTA TRADER JOE’S NEW BALANCE STARBUCKS AMAZON BMW CATEPILLAR EBAY IDEO IKEA ZAPPOS

JET BLUE JOHNSON & JOHNSON HONDA LL BEAN METHOD REI SOUTHWEST

PURPOSE  DRIVEN  CO’S  

COMPANIES  WITH  A  HIGHER  PURPOSE    OUTPERFORMED  S&P  BY  400%  

!

PURPOSE  =  PROFITS  

IS HAPPINESS AT WORK NICE TO HAVE

OR NEED TO HAVE?

MASS PRODUCTION MODEL OF 1950’s SQUEEZE THEM FOR EVERY DROP

YOU’RE LUCKY TO HAVE A JOB

NICE OR NEED TOP DOWN IS DYING

WORK LIFE INTEGRATION

QUALITY OF LIFE OVER MONEY

NICE OR NEED MILLENIALS RISING

PSST, YOUR CULTURE IS SHOWING

NICE OR NEED TRANSPARENCY IS A TSUNAMI

WHERE DO I BEGIN? 3 TOOLS & 3 STEPS

NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012

FREE : ) TOOLS FOR YOU 1. HAPPINESS AT WORK SURVEY

 DELIVERINGHAPPINESS.COM  

TOOLS FOR YOU 2. CULTURE BOOK

FREE : )

DEFINE YOUR CULTURE

 DELIVERINGHAPPINESS.COM  

TOOLS FOR YOU 3. CULTURE DESIGN

CULTURE BY DESIGN OR CULTURE BY DEFAULT?

STEP  1.  ASK  

TIP.    FOCUS  ON  MANAGERS  

SAYING  HELLO  TO  A  NEW  EMPLOYEE  INCREASES  PRODUCTIVITY  15%  FOR  9  MONTHS  

HOW DO YOUR EMPLOYEES FEEL? HOW DO YOUR CUSTOMERS FEEL?

STEP  2.  INVESTIGATE  

WHAT WOULD YOU DO EVERY DAY FOR THE NEXT 10 YEARS WITHOUT GETTING PAID?

TIP.  EXPLORE  PASSION

IT’S HARD. START EARLY. WHAT ARE YOUR PERSONAL COMPANY DO THEY ALIGN?

STEP  3.  DEFINE  YOUR  VALUES

TIP.  INCLUDE  VALUES  IN  DAY-­‐TO-­‐DAY  

*  Bronnie  Ware,  PalliaXve  Care  Nurse  caring  for  paXents  in  last  12  weeks  of  life  

*  Bronnie  Ware,  PalliaXve  Care  Nurse  for  paXents  in  last  12  weeks  of  life  

ASK  YOURSELF..    

WHAT WILL YOUR EULOGY BE? HOW  WILL  YOU  CHANGE    

I  WISH    TO    I  LIVED?    

DELIVERINGHAPPINESS.COM

THINK OF ONE THING YOU WILL DO REALLY! READY?

THEN … DO.

HOW CAN WE HELP?

CULTURE BOOK

COPY OF PRESENTATION SUNNY@DELIVERINGHAPPINESS.COM

JOIN THE MOVEMENT

DELIVERINGHAPPINESS.COM FACEBOOK.COM/DELIVERINGHAPPINESS

TWITTER | @DHMOVEMENT

at WORK

JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM

SUNNY@DELIVERINGHAPPINESS.COM