1. we develop the capability in you 2Good Boss/Bad Boss 2 Good Bosses provide the key ingredients that produce the right circumstances forGood Boss/Bad Bto perform employees oss 2 Good Boss/Bad Boss 2 at their highest levels. The High Performance FormulaThe High Performance Formula has these distinct management practices that managers can applyWhat Motivates People, Really?daily to bring out the best in every employee. BY RICK CONLOW AND DOUG WATSABAUGH When we work with managers across the country, the most often asked question is, How do you Heres a simple acronym for creating magic wand to wave environment can take to inspirewant to do aHeres a simple acronym for creating a high-performance environment where employees want to do amotivate people? Its as if there is a a high-performance or a pill they where employees those whogood joblack motivation. The truth is that everyone is already motivated. Its just that manygood job and routinely go the extra mile.seem to and routinely go the extra mile.employees arent passionate or committed to the things managers want them to do or accomplish.Sure, the employees have a job and want to do it well enough to get paid and not get fired, but what isit that will motivate them to want to do better, keep learning and go the extra mile? In his classic Harvard Business Review article, One more time: How do you motivate employees? Frederick Herzberg seems irritated by managers continued concern about motivation. Maybe we just need to pay attention! According to his work, the factors that motivate most people are: Achievement Recognition The work itself ResponsibilityHigh performance AdvancementHigh performanceThis GrowthThis means reaching and exceeding company goals. It also means finding ways to become means reaching and exceeding company goals. It also means finding ways to becomeconsistently better. Eventually, it turns into setting new company standards for results and Learningconsistently better. Eventually, it turns into setting new company standards for results andredefining what is really possible. Good Bosses inspire people to achieve high jobs.redefining what is really possible. Good Bosses inspire people to achieve high performance and toOur opportunity as managers is to leverage these factors to enrich employees performance and tosustain that money isnt create alist. The where employees want to do it, too. Its a functionjobpayingsustain it. Good Bosses create a climate where employees want to do it, too. Its a function of payingNotice it. Good Bosses on the climate reason is that just as many people say money is a ofattention to their competence, commitment and theargues that the business ormore of kick in theattention to their competence, commitment and the climate of the business or department. Baddissatisfier as it is a job satisfier. Plus, Herzberg climate of incentives are department. BadBossesthan a know what to kick in the pants can be negative or positive, fear-basedbut monetaryBosses dont know what to do or dont really care about it. They may talk about it, but it never getspants dont motivator. A do or dont really care about it. They may talk about it, or it never getsdone so performance gains are sustained.incentive-based. Herzberg says both produce movement, not motivation. Movement means there isdone so performance gains are sustained.a change in results, but largely because the manager took action rather than the employee. This lacksClear expectationsClear expectationsGood performance starts with clear expectations and goals. It is all about to want to do the job bettersustainability. Motivation means the employee has an internal generator what we are doing, how weGood performance starts with clear expectations and goals. It is all about what we are doing, how wearemore effectively and isnt influenced by an external reward or carrot. This produces moreorare going to do it together, and why.going to do it together, and why.consistent efforts.CompetenceCompetenceCompetence means the employeessupport this and find employees most motivated or satisfied onTotal quality management studies job skills and knowledge. In any profession, the best performersCompetence means the employees job skills and knowledge. In any profession, the best performersthe job by:continually practice and train to get better at their trade. A concert pianist puts in untold hours tocontinually practice and train to get better at their trade. A concert pianist puts in untold hours toplay with effortless grace. Disney provides more training to 18- to 20-year-olds than managers of all Interesting and challenging provides more training to 18- to 20-year-olds than managers of allplay with effortless grace. Disney workages receive in companies all over the world. Whether they are superstars or not, professionalages receive in companies all over the world. Whether they are superstars or not, professional Recognitionbaseball players prepare in the winter and during spring training for the regular season and continue Feeling of prepare on thingsbaseball players being in in the winter and during spring training for the regular season and continueto practice before games throughout the year.to practice before games throughout the year. Benefits PayTo compete today, managers need to educate and train their employees. We agree that companiesTo compete today, managers need to educate and train their employees. We agree that companiesshould hire competent people first, but then you need to keep them learning. World-class trainingshould hire competent people first, but then you need to keep them learning. World-class trainingis the equivalent of 5% of your payroll budget. You might not have that kind of budget or a trainingis the equivalent of 5% of your payroll budget. You might not have that kind of budget or a trainingdepartment, but you dont need to. Practically speaking, you are committing to weekly, monthly anddepartment, but you dont need to. Practically speaking, you are committing to weekly, monthly andquarterly training. Its not always teaching people what they dont know www.wcwpartners.com | theirquarterly training. Its not always teaching people what they dont know its also fine-tuning their 2010 WCW PARTNERS its also fine-tuning 1 8 skills and refining what they are capable of doing. Fortune magazines 100 best companies tocurrent skills and refining what they are capable of doing. Fortune magazines 100 best companies tocurrentwork for consistently provide an average of 50 hours of training per employee per year. We will talkwork for consistently provide an average of 50 hours of training per employee per year. We will talkmore about this later.

2. to practice before games throughout the year. To compete today, managers need to educate and train their employees. We agree that companies 2 Good Boss/Bad Boss should hire competent people first, but then you need to keep them learning. World-class training is the equivalent of 5% of your payroll budget. You might not have that kind of budget or a training department, but you dont need to. Practically speaking, you are committing to weekly, monthly andThe High Performance Formula quarterly training. Its not always teaching people what they dont know its also fine-tuning their current skills and refining what they are capable of doing. Fortune magazines 100Boss/Bad Boss 2 to Good best companies work for consistently provide an average of 50 hours of training per employee per year. We will talk more about this later.Heres a simple acronym for creating a high-performance environment where employees want to do a Commitmentgood job and routinely go the extra mile. Commitment involves employee willingness and desire to do the job. Most people have this to a certain degree, because they want a paycheck. Its been said that the number one reason people go to work is because the alarm went off to get them up. While that is stretching the truth, it emphasizes a key principle. People go to work for their reasons and most people want to work. Theyoss/Bad make2 Good B need to Boss a living and earn money to pay their way. They arent doing the job for free. The work and the income create the motivation to do the job. However, thats not enough today. Business is tough and competitive. We need stellar performances. How do you get people to go the extra mile routinely? Managers need highly 2010 WCW PARTNERSwww.wcwpartners.com 5| productive people. How do you get them to come to work because they enjoy it? How do you get them to want to do the job better and better? We began to talk about that in Day 2 WhatThe High Performance Formula has these distinct management practices that managers can apply motivates people, really?daily to bring out the best in every employee.High performance Which employee will perform better, the one you consistently build up or the one What do you think? This means reaching and exceeding company goals. It also means finding ways to become you consistently beat up?consistently better. Eventually, it turns into setting new company standards for results and redefining what is airlinepossible. has faced challenging times.to achieve high performanceprices and As you know, the really industry Good Bosses inspire people Many blame it on high gas and tosustain it. Good Bosses create a climate where employees want to do it, too. Why? They of paying 9/11. Southwest Airlines has prospered in this tough environment anyway.Its a functionhaveattention tobetter competence, commitment and thecustomers than their competitors. Southwest cultivated their relationships with employees and climate of the business or department. BadBosses dont know what to do or dont really care about it. They in the industry. it, but it never gets people want to come to work and they are the most productive may talk aboutdone other airlines have poorer sustained. The so performance gains are relationships with employees and customers. One large airline has this unspoken philosophy for employees: leave your brains at the door! Now there is a motivationalClear expectationsGood performance starts withthis airline has been through bankruptcy and management continually approach! Not surprisingly, clear expectations and goals. It is all about what we are doing, how weare going to do it relationships with employees and the unions. Bad Bosses destroy employee has contentious together, and why. commitment and the desire to excel. Employees come to work because they need the paycheck andCompetence the motions. They cant wait to leave and go home. Many start looking for a better just go throughCompetence means the employees jobare oblivious to this employee profession, the best performers job. Unfortunately, most Bad Bosses skills and knowledge. In any condition.continually practice and train to get better at their trade. A concert pianist puts in untold hours to These are the telltale signs of poor management practices:play with effortless grace. Disney provides more training to 18- to 20-year-olds than managers of allages receive in companies all over the world. Whether they are superstars or not, professional High turnoverbaseball players prepare in the winter and during spring training for the regular season and continueto practiceFew new ideasthroughout the year. before games from employees Not much employee feedbackTo compete today, managers need to educate and train their employees. We agree that companiesshould hire competent people absences then you need to keep them learning. World-class training More sick days and first, butis the equivalent of 5% of your payroll budget. You might not have that kind of budget or a training Lower productivitydepartment, but you dont need to. Practically speaking, you are committing to weekly, monthly andquarterly training. Its not always teaching people what they dont know its also fine-tuning their Employee teamwork issuescurrent skills and refining what they are capable of doing. Fortune magazines 100 best companies to Poor customer servicework for consistently provide an average of 50 hours of training per employee per year. We will talkmore about this later. Quality problemsCommitment Difficulty in maintaining good performance on priority company goalsCommitment involves employee willingness and desire to do the job. Most people have this to acertain degree, because theygrievances or confrontations Numerous union want a paycheck. Its been said that the number one reason people go towork is because the alarm went off to get them up. While that is stretching the truth, it emphasizes a Inconsistent results key principle. People go to work for their reasons and most people want to work. They need to makeliving and Bad Bosses use the union as scapegoat. They the job for problems on and theaBy the way,earn money to pay their way. aThey arent doing blame theirfree. The workthe union andincome create Quite frankly, to unions hammer out tough contracts because they cant trust the contract. the motivationthe do the job. management to lead fairly, effectively or efficiently. The U.S. automobile industry is a perfect example. Lets not forget that workers fought to form unions to protect their rights and jobs from 2010 WCW PARTNERSwww.wcwpartners.com intimidating and abusive management practices. Management has no one to blame, but their own5| anemic leadership practices.Good Bosses work with the union if there is one in their company. If there isnt a union, good 2010 WCW PARTNERSleadership keeps them www.wcwpartners.com | 28 out. Too many unions breed mediocre performances. Thats part of the reasonunion membership is on the decline. Unions are often confrontational in their approach, too. Wehave seen many examples in the media where this plays out. Where leadership inspires and 3. management to lead fairly, effectively or efficiently. The U.S. automobile industry is a perfectexample. Lets not forget that workers fought to form unions to protect their rights and jobs fromintimidating and abusive management practices. Management has no one to blame, but their own 2 Good Boss/Bad Boss anemic leadership practices. Good Bosses work with the union if there is one in their company. If there isnt a union, goodThe High Performance Formulaleadership keeps them out. Too many unions breed mediocre performances. Thats part of the reason Good Boss/Bad Boss 2 union membership is on the decline. Unions are often confrontational in their approach, too. We have seen many examples in the media where this plays out. Where leadership inspires and motivates employees through a high powered positive work environment, the union isnt needed andis quiteafrankly out dated for creatingbusiness world.Heres simple acronym for todays a high-performance environment where employees want tooss 2 Good Boss/Bad B do a good job andcompany faced aextra mile.A Canadian routinely go the strike in Vancouver. The unions in British Columbia are as demanding as any. Workers did strike, but the strike was short lived. When employees came backto work, their performance skyrocketed. Why? Management didnt hold any grudges. By usingthe Good Boss strategies, they created a high-powered work environment. Through specific goals 2010 WCW PARTNERSwww.wcwpartners.com 6 |and upfront communication they cleared the air about issues after everyone came back to work.New training was implemented; management became more hands on to work with customers.Sales promotions and incentives were added. The management team focused on how to service thecustomer better by becoming better leaders of people. They built people up and didnt beat themup. Motivation to excel and performance reached record levels. Business results became stellar in a few short months. The management team inspired the team not the union. The High Performance Formula has these distinct management practices that managers can applyClimatebring out the best in every employee. daily toThis is all about the work environment. Is it supportive or not? Good Bosses are supportive; BadHigh performance Bosses arent. Climate involves:This means reaching and exceeding company goals. It also means finding ways to becomeconsistently better.not negative, it turns into setting new company standards for results and Positive, Eventually, atmosphere redefining what is really possible. Good Bosses inspire people to achieve high performance and to Clear goals, not vague visionssustain it. Good Bosses create a climate where employees want to do it, too. Its a function of payingattention Listening, not telling commitment and the climate of the business or department. Bad to their competence,Bosses dont know what to do or dont really care about it. They may talk about it, but it never gets Recognition, not criticismdone so performance gains are sustained.Clear expectations not isolationism Teamwork,Good performance starts with clear expectations and goals. It is all about what we are doing, how we Defined values, not rhetoricare going to do it together, and why. A sense of purpose, not business as usualCompetenceCompetence means the employees job not boringknowledge. In any profession, the best performers Fun and having a good time, skills and and routinecontinually practice and train to get better at their trade. A concert pianist puts in untold hours to Innovative, not same old same oldplay with effortless grace. Disney provides more training to 18- to 20-year-olds than managers of all Integrity, not disreputable practicesages receive in companies all over the world. Whether they are superstars or not, professionalbaseball players prepare inconfusion and during spring training for the regular season and continue Clear values, not the winterto practice before games throughout the year.When I (Rick) was growing up, our family would visit our two aunts over the holidays. When mysix compete today, managersIneed to educate and train their employees. We agree that companiesTo brothers and sisters and trooped in, one aunt would rush us downstairs. We werent allowedto come upstairs and had to be careful not to mess up to keep them learning.going to her house, andshould hire competent people first, but then you need her house. We hated World-class trainingasthe equivalent of 5% of yourcause problems You might not have that kind of budget or a trainingis a result, always seemed to payroll budget. and misbehave. Our other aunt loved it when wecame over. We could go anywhere Practically speaking, games for us to play. We likedmonthly anddepartment, but you dont need to. and she always had you are committing to weekly, going thereand were training. Its notevery time we did.quarterly well-mannered always teaching people what they dont know its also fine-tuning theircurrent skills and refining what they are capable of doing. Fortune magazines 100 best companies toThe climate you create in your department or team sets training per employeeatmosphere and dailywork for consistently provide an average of 50 hours of the tone for the work per year. We will talkemployee behavior. Yet, each manager creates his or her own environment within his or hermore about this later.department or area of responsibility. A manager in one of our seminars explained the Bad BossCommitmentscenario with this example.Commitment involves employee willingness and desire to do the job. Most people have this to aIn my department, the manager comes in every morning, goes straight to his office andpeople thetocertain degree, because they want a paycheck. Its been said that the number one reason slams godoor shut. He only comes went off to get them problem, and then issues commands and yells at awork is because the alarm out when there is a up. While that is stretching the truth, it emphasizessomebody. ItsPeople go to work for their day, I stopped the people want to work. Theyit to his officekey principle. the same every day. One reasons and most manager before he made need to makeinliving and earn money to would be way. if he could talk to us and say hello.The work and thea the morning and said it pay their nice They arent doing the job for free. He responded bysaying he didnt have time forto do trivial bull____.income create the motivation that the job.To sum up, people are motivated for their own reasons, but managers influence this positively ornegatively with their leadership practices. Good Bosses learn and apply the High Performance 2010 WCW PARTNERSwww.wcwpartners.com 5 |Formula, which translates into specific leadership practices we identified in the Good Boss/Bad BossTest and that we will begin to discuss in greater detail. 2010 WCW PARTNERSwww.wcwpartners.com | 3 8 4. Good Boss/Bad Boss 2 Good Boss/Bad Boss 2 The High Performance Formula Good Boss/Bad Boss 2 Heres a simple acronym for creating a high-performance environment where employees want to do agood job and routinely go the extra mile. The High Performance Formula has these distinct management practices that managers can apply daily to bring out the best in every employee. The High Performance Formula has these distinct management practices that managers can apply daily to bring out the best in every employee.High performance This means reaching and exceeding company goals. It also means finding ways to becomeconsistently better. Eventually, it turns into setting new company standards for results and redefining what is really possible. Good Bosses inspire people to achieve high performance and tosustain it. Good Bosses create a climate where employees want to do it, too. Its a function of payingattention to their competence, commitment and the climate of the business or department. BadBosses dont know what to do or dont really care about it. They may talk about it, but it never getsdone so performance gains are sustained.Clear expectationsGood performance starts with clear expectations and goals. It is all about what we are doing, how weare going to do it together, and why.CompetenceCompetence means the employees job skills and knowledge. In any profession, the best performerscontinually practice and train to get better at their trade. A concert pianist puts in untold hours toplay with effortless grace. Disney provides more training to 18- to 20-year-olds than managers of allages receive in companies all over the world. Whether they are superstars or not, professionalbaseball players prepare in the winter and during spring training for the regular season and continueto practice before games throughout the year.To compete today, managers need to educate and train their employees. We agree that companiesshould hire competent people first, but then you need to keep them learning. World-class trainingis the equivalent of 5% of your payroll budget. You might not have that kind of budget or a trainingdepartment, but you dont need to. Practically speaking, you are committing to weekly, monthly andquarterly training. Its not always teaching people what they dont know its also fine-tuning theircurrent skills and refining what they are capable of doing. Fortune magazines 100 best companies towork for consistently provide an average of 50 hours of training per employee per year. We will talkmore about this later.Commitment Commitment involves employee willingness and desire to do the job. Most people have this to acertain degree, because they want a paycheck. Its been said that the number one reason people go towork is because the alarm went off to get them up. While that is stretching the truth, it emphasizes akey principle. People go to work for their reasons and most people want to work. They need to makea living and earn money to pay their way. They arent doing the job for free. The work and theincome create the motivation to do the job. 2010 WCW PARTNERS 2010 WCW PARTNERSwww.wcwpartners.comwww.wcwpartners.com | | 5 8 2010 WCW PARTNERSwww.wcwpartners.com|48 5. Good Boss/Bad Boss 2 Good Boss/Bad Boss 2 The High Performance Formula Good Boss/Bad Boss 2 Heres a simple acronym for creating a high-performance environment where employees want to do agood job and routinely go the extra mile. As a result, employees perform better. The High Performance Formula has these distinct management practices that managers can apply daily to bring out the best in every employee.High performance This means reaching and exceeding company goals. It also means finding ways to becomeconsistently better. Eventually, it turns into setting new company standards for results and redefining what is really possible. Good Bosses inspire people to achieve high performance and tosustain it. Good Bosses create a climate where employees want to do it, too. Its a function of payingattention to their competence, commitment and the climate of the business or department. BadBosses dont know what to do or dont really care about it. They may talk about it, but it never getsdone so performance gains are sustained.Clear expectationsGood performance starts with clear expectations and goals. It is all about what we are doing, how weare going to do it together, and why. CompetenceThen the company has better business results.Competence means the employees job skills and knowledge. In any profession, the best performerscontinually practice and train to get better at their trade. A concert pianist puts in untold hours toplay with effortless grace. Disney provides more training to 18- to 20-year-olds than managers of allages receive in companies all over the world. Whether they are superstars or not, professionalbaseball players prepare in the winter and during spring training for the regular season and continueto practice before games throughout the year.To compete today, managers need to educate and train their employees. We agree that companiesshould hire competent people first, but then you need to keep them learning. World-class trainingis the equivalent of 5% of your payroll budget. You might not have that kind of budget or a trainingdepartment, but you dont need to. Practically speaking, you are committing to weekly, monthly andquarterly training. Its not always teaching people what they dont know its also fine-tuning theircurrent skills and refining what they are capable of doing. Fortune magazines 100 best companies towork for consistently provide an average of 50 hours of training per employee per year. We will talkmore about this later. Commitment a company effectively requires other things of managers, application of the High While runningCommitment involves employeeit takes to build high-performing job. Most people have this to aPerformance Formula is what willingness and desire to do the employees.certain degree, because they want a paycheck. Its been said that the number one reason people go towork is because secret to leadershipto get them up. While that is consistent daily application and aIf there is any the alarm went off and management, its in the stretching the truth, it emphasizeskey principle. this formula. workbottom line is, it works.execution of People go to The for their reasons and most people want to work. They need to makea living and earn money to pay their way. They arent doing the job for free. The work and theincome create the motivation to do the job. 2010 WCW PARTNERS 2010 WCW PARTNERSwww.wcwpartners.com www.wcwpartners.com| | 59 2010 WCW PARTNERS www.wcwpartners.com | 58 6. Good Boss/Bad Boss 2 Good Boss/Bad Boss 2 The High Performance Formula Good Boss/Bad 2.22 Good Boss Application | Boss Heres did you learn from the creating a high-performance environment where employees want to do a What a simple acronym for high performance formula?good job and routinely go the extra mile. The High Performance Formula has these distinct management practices that managers can apply daily to bring out the best in every employee.High performance This means reachingthat contributes company work environment? finding ways to become What are you doing and exceeding to a poor goals. It also meansconsistently better. Eventually, it turns into setting new company standards for results and redefining what is really possible. Good Bosses inspire people to achieve high performance and tosustain it. Good Bosses create a climate where employees want to do it, too. Its a function of payingattention to their competence, commitment and the climate of the business or department. BadBosses dont know what to do or dont really care about it. They may talk about it, but it never getsdone so performance gains are sustained.Clear expectationsGood performance starts with clear expectations and goals. It is all about what we are doing, how weare going to do it together, and why.CompetenceCompetence means the employees job skills and knowledge. In any profession, the best performerscontinually practice and train to get better at their trade. A concert pianist puts in untold hours toplay with effortless grace. Disney provides more training to 18- to 20-year-olds than managers of allages receive in do today to begin to develop a supercharged, positive work environment? What can you companies all over the world. Whether they are superstars or not, professionalbaseball players prepare in the winter and during spring training for the regular season and continueto practice before games throughout the year.To compete today, managers need to educate and train their employees. We agree that companiesshould hire competent people first, but then you need to keep them learning. World-class trainingis the equivalent of 5% of your payroll budget. You might not have that kind of budget or a trainingdepartment, but you dont need to. Practically speaking, you are committing to weekly, monthly andquarterly training. Its not always teaching people what they dont know its also fine-tuning theircurrent skills and refining what they are capable of doing. Fortune magazines 100 best companies towork for consistently provide an average of 50 hours of training per employee per year. We will talkmore about this later.CommitmentCommitment involves employee willingness and desire to do the job. Most people have this to a Discover your potential at www.wcwpartners.comcertain degree, because they want a paycheck. Its been said that the number one reason people go to where youll find the complete Leadership SuperSTAR training series andwork Boss/Bad Boss articles to help youoff to getmore effectiveWhile that is stretching the truth, it emphasizes a Good is because the alarm went become a them up. leader! key principle. People go to work for their reasons and most people want to work. They need to make Toll free: 1-888-313-0514a living and earn money to pay their way. They arent doing the job for free. The work and theincome create the motivation to do the job. 2010 WCW PARTNERSwww.wcwpartners.com|10 2010 WCW PARTNERSwww.wcwpartners.com|5 2010 WCW PARTNERSwww.wcwpartners.com|6 8