How to become the Most Loved Department

Retention

Recent HDI survey of members indicates retention of good employees as a top challenge

People don’t quit a company or a job, they quit a team lead, supervisor, manager, director, VP or CxO

What Does Your Team Look Like?

Good Employees – 10%Marginal Employees – 80%Sub-Optimal Employees – 10%

Opportunities

Vacant PositionsReviews

PerformanceProjectTask

Team Meetings

Are you a Leader?

The Uncomfortable StuffI must be a manager, it says so on my

business card!This is the one time it really is all about

you!

Mirror, Mirror

Ask yourself every morning….If today is my last day to live, would I do

what I’m about to do???Have the courage to follow your heart

and intuitionDon’t let the noise of other’s opinions

drown out your inner voice

Mirror, Mirror

Find what you LOVE to do and keep doing it

Never settleWork fills a large part of your lifeYou 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

No Guts

The most valuable tool for any leader is a mirror

What makes a good mirrorJournalsOpinion of PeersOpinion of SubordinatesOpinion of SuperiorsContinually Learning

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

FEAR 37% LOVE 63%

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 IT:81% of all Non-Management Employees are ACTIVE Job Seekers

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 – 2005One new Leadership book every week

What Did I Do First?

The average CEO reads 4 books a month I was reading 4 books a decade

Annual Review QuestionWhat are you doing to make yourself more

valuable to the company

Jim Rohn

there are four things that will happen the day you decide to turn your life around

Disgust – when you’ve had it, or you get mad about it

Decision – you make a decision to make a change

Desire – wanting it bad enoughResolve – Promise yourself to keep

doing it UNTIL

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 – you’ll make a living If you work hard on yourself – you’ll make a fortune

Evaluate the Culture

What is a Culture?Common set of beliefs that together

create an intuition for everyoneWhat 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?

Helpless Desk

Second Day on the job, February 2, 2000Wednesday morning 8:28 am

“I guess I’ll call the Helpless Desk and see if they can help” “Yeah, they might come see you in a week or two”

So why have a great culture?

Long after people forget what you did…They will remember how you made them feel – Tim Sanders

John C. Maxwell

What Every Leader Needs to KnowRelationships 101Equipping 101Attitude 101Leadership 101

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

Teddy Roosevelt

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

John D. Rockefeller

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

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

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

Meeting Content

If team members don’t understand, they won’t buy in Team GoalsTeam MissionTeam Vision

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

Individual Meetings

Content includesSpecific assigned duties beyond daily tasksDelegation of manager tasks that will be a

challengeSharing information about manager tasks

and asking if there might be a better way to complete it

Sub-Optimal Reaction

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

Good Employee Reaction

Good Employees get individual attentionAd hoc meetings and much less

preparation is necessary

Our 6 Step Program

1. Investing in the Team’s future2. Technical Presentations 3. Shared Cultural Experiences

Books Together Videos Together

4. Relationship with the rest of the Organization

5. Hiring Process6. Reading Program

Investing in the Team’s 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

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

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

Relationships

Birthdays and Hire Date AnniversariesLunch with Peers and CustomersTraining Classes“Didn’t know my co-workers better”

Hiring Process

Three Interviews Technical Interview by the DirectorThe Cultural InterviewTeam Interview by the Supervisor

Finalist are called back for Lunch with the Team

The Gauntlet

Growin’ for Green

Purpose of the program Provide incentive for sharing knowledge

gained from readingCreate a sense of community with assigned

reading (shared experience)Create healthy reading habits

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

Growin’ for Green

Let me do the math for you6 books per month limit = 60.00 max

12 months per year = 720.00 maxIf 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?

Growin’ for Green

Is the program successful?42 book reports in the last 12 months

Didn’t break the bank, but it’s 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

New Leadership Attitude

Most leaders manage at a level they feel they can control

Retention is measurableMost Loved is not measurableCustomer Satisfaction is subjectiveOur goal as leaders is to create a

communal understanding that everyone is important and has value

Most Loved includesAutonomyEmpowermentSupport for questionable choicesOpportunity for growth

New Leadership Attitude

Nothing Ventured, Nothing GainedIf changing your leadership style is a risk

for your job – are you in the right place?Don’t ever forget what is was like when

you were the “marginal” employeeMost Loved is your ability as a leader to

connect to the team

New Leadership Attitude

Questions

www.johannstoessel.com