Preparing for the Future

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Preparing for the Future. Joint FMI-CGA-CMA Workshop February 13-15, 2007 Hotel Grand Pacific Victoria, BC. Michael Berman 253-514-9421. The BCOM Staff FISHn With Mike Berman. Welcome. Why are we here? What we already know Chopping wood Diet and exercise - PowerPoint PPT Presentation


  • Preparing for the FutureJoint FMI-CGA-CMA WorkshopFebruary 13-15, 2007Hotel Grand PacificVictoria, BC

  • Michael Berman


  • The BCOM Staff



    Mike Berman

  • WelcomeWhy are we here?

    What we already knowChopping woodDiet and exercise

    What is my role?

  • TeamworkWhat evidence do you see of teamwork at the fish market?How important is teamwork at the fish market?Southwest AirlinesAssembly line/OrchestraDesk reference manualHow do you develop teamwork?

  • Choose Your AttitudeWhat does attitude mean?How does attitude affect action? How does your attitude affect other people?What is an attitude set point?A positive attitude is necessary to Be There, Make Their Day or have FunChoose your attitude; accept the consequences

  • More AttitudeWhat are some words to describe working conditions at the fish market before the current FISH philosophy?After the introduction of the FISH Philosophy are these conditions still present?What changed?

  • Be ThereShawn said that being there is like being with your best friendWhat does not being there say to others?What are the costs of not being fully present?Be there; After it becomes a habit, it takes no more time or energy; it connects you with others, offers support and allows you to learn and grow

  • Additional Be ThereIf you choose to BE THERE with a difficult person how would that person know that you were, being there?How does choosing your attitude help your being there?Have you ever needed someone to be there for you and they werent?

  • Make Their DayIt can be a new house or car; it can also be a smile, a compliment or an interested questionIts that next step beyond just being pleasantIt begins with focusing on the other personIt often costs nothing, takes little time and makes your day as wellIf you love your job, its going to show. Sammy How could that make someones day?

  • Play!!!The most misunderstood of the four principlesThe all business approach is uninspiring, boring and stifles creativityThrowing a fish is productive playNo one can tell you how to play at work; you need to think about it and find waysPlay does not consist of put-downs or jokesPlay requires mutual trust, permission and perhaps, boundaries

  • More PlayPeople play in their own way, some quietly, some not at allPlay should not be intimidatingAs J.P. said, There are a million different ways of playing. It doesnt have to be throwing a fish.Whats fun in your job now? How do you play? How do you feel when you play and have fun?If you give people permission to play and you dont play, will they?

  • Play Possibilities Decorate your office with FISH dcor and quotes from the video.Ride a scooter through the office to deliver messagesPlay five minutes of up-beat music before the office opensHave an office potluck once a monthGive silly prizes for no reasonLet someone ring a gong when they successfully help a person

  • FISH in ActionO Canada

    The wrong shoes

    The big yellow bus

  • Elements of a Successful Business A product of service that is valued Core values Employees to make it work Others

  • Components of a CompanySales/marketingR&DManagementHuman ResourcesFinanceEngineering

  • Physical EquipmentOffice equipmentVehicles; truck, cars, airplanes, tractors, etc.BuildingsOther

  • Equipment or People

    Most competing companies have the same types of equipmentCompanies may draw from the same employee poolMachines do not have personalities, egos and feelingMachines do not have to be motivatedMachines perform at the same level

  • EmployeesWhat % of total budget is for wages and benefits?Turnover How much does it cost to replace an employee?What is the effect of poor employee performance?Poisoning the wellNot being an employer of choice

  • The Power of ConsumersAs consumers we usually have choices to make regarding where we spend our money.What do we base these choices on?

  • MonopoliesIn some cases we do not have choices available to us:

    PoliceFireOther governmental agenciesThe only game in town.Wal-Mart

  • RelationshipsAll relationships, business or personal, are based on the same factors:Mutual trust and respectShared valuesShared goalsOpen and timely communications

  • What are some examples where a favorable or unfavorable impression of someone determined if you did business with a company?

  • What employers have succeeded largely because of the personal relationships established by their employees?

    West JetSouthwest AirlinesWalmartStarbucks

  • Key Areas in Building SuccessThe hiring processThe dead zoneOrientationInitial employment period probationManagement stylesEmpowering employeesCommunicationsCustomer serviceEmployee Performance LevelsLeadership

  • Where to find candidatesCurrent employees, promotions, postings, word of mouthCompetitorsNewspaper adsTrade journalsSearch firmsWalk-insNew graduatesOthers?

  • Interviewing CandidatesOne interviewerPanel interviewsMultiple interviewsIts all about themDont talk too muchUse silenceAsk open ended questionsLearn about them

  • Hiring GuidelinesHire for attitude; train for skillsYou dont have to hire a grouchFind a good fit for the company cultureDont hire by a three to two vote; its not fair to anyone

  • The Dead ZoneThe time between offer and acceptance and the first day on the job is a critical time.Buyers remorseKeep in touch; send a letter, newsletter, annual report, etcKeep excitement up

  • First Day on the JobBe prepared for the new employeeGreet the new employ with enthusiasmBe sure his/her office or work space is readyHave business cards readyIntroduce new hire to co-workersHave someone take new hire to lunch

  • Orientation The purpose of orientation is to help the new employee develop a sense of commitment to the company, his/her particular job and a feeling of belonging and being needed.

  • More OrientationOrient the new employee to the entire companyWhere does the new employee fit in and why his/her job is importantTell the company history, with pride and passion. Let him/her know that he/she is following in the footsteps of some fine people who set high standards

  • Even More OrientationReinforce the notion that they were the best of the candidates and you are happy to have them thereIf possible ask senior level management to say, HelloGive new employees a tour with introductionsSet the bar high so he/she has something to strive for

  • Employee Needs Financial needs (extrinsic) salary and benefits Money isnt a satisfier, but lack of money is a dissatisfier Hertzberg

    Sustaining needs (intrinsic)Meaningful work A purpose/importance

  • Employee Needs Contd

    Shared valuesTrustShared (reciprocal) ValuesClear expectationsChallenge Communication Feedback, praise, supportive criticism

  • A Thought to Consider They dont care how much you know until they know how much you care.

  • Initial Employment PeriodProvide continuous feedbackUse buddy systemBe aware of signs of problems or difficultiesBe alert to new employees motivationLet employee know that he/she is vital to the company; Im just the receptionist (secretary)

  • More Initial Employment Period

    Establish realistic goalsIs employee a good fit?Work to resolve any emerging problems and if that doesnt work

  • Made a Hiring Mistake? If you have followed all of the above and the employee demonstrates a poor attitude and/or job performance: 1. Meet with employee to assess attitude and provide training when needed 2. Document employee problems and help offered

  • Hiring Mistake? 3. Release employee if problems cannot be resolved 4. Obtain legal advice if termination is indicated 5. Review situation to determine what went wrong and how to correct it

  • The Training Process Determine what they need to know, to be successful on the job, and. TRAIN THEM!!! Train for current job, promotional opportunities and entry into management When opportunities open up, look first to your employees Are your employees in the right job?

  • Management StylesA successful management style is appropriate to the person and situationLeadership versus ManagementPeople prefer and respond to strong leadersStrength is flexibility Oak tree versus the palm tree

  • Great Lies of ManagementThe Dilbert Principle, Scott AdamsYour input is important to usOur people are the bestWell review your performance in six monthsI havent heard any rumorsTraining is a high priorityWe dont shoot the messengerPerformance will be rewarded

  • More From DilbertWe reward risk takersThe future is brightWere reorganizing to better serve our customersYou could earn more money under the new planI have an open door policy..and number

  • No. 1 From Dilbert

    Employees are our most valuable asset

  • So much of what we call management consists of making it difficult for people to work. Peter Drucker

  • Management by ExclusionManagers push away those who disagree with themDissidents band together depriving manager of inputGridlock developsManager is isolatedDissidents become strong preventing manager from accomplishing goalsManager fails

  • Management by InclusionManager includes people in process; even those who disagreeEmployee resistance dissolves; its difficult to disagree when you are a part of the processTeamwork developsProgress is madeManager succeedsEveryone succeeds

  • Consider. When two partners always agree, one of them is unnecessary

    Hold your allies close and your enemies even closer

  • Catch em Doing Things RightPraise is a great motivator; employees tend to live up (or down) to our expectationsA new employees mind is like a blank tablet; we write encouragement or criticism that influences him/herThought precedes action; we do what we are thinking aboutRiding a bicycle or kicking a field goal

  • Power v Empowerment

    Power corrupts and absolute power corrupts absolutely Lord Acton

    Powerlessness corrupts. Absolute powerlessness corrupts absolutely Rosabeth Moss Kanter

  • Empower EmployeesDecisions should be made at the lowest level thats where the expertise is - it fosters agreement and cooperation Employees not permitted to make decisions feel incapable of doing soTheir self-confidence erodesThey give bad serviceProductivity declines

  • More Employee EmpowermentIf you dont trust your employees to make decisions, either you failed to train them properly or you have the wrong employeesTrust empowers employees to be creativeMinimum Current Peak Performance

  • CommunicationEmployees need to know more than just their jobsThey need to know the big picture and where they fit inEmployees need to be in the pipelineBeing in the know creates trust and commitmentEmployees need to hear the good and bad newsdirectly when possible

  • Communication Tips Empathize, not criticize View the issue from the other persons perspective Express your desire to reach a satisfactory result, not a victory

  • A man convinced against his will, is of the same opinion still

  • More Communication TipsDo not become defensive or angry Do look for areas of agreement Do not say, Youre wrong, but if you are wrong, say so And/but

  • Male/Female Communication Male Female

  • Neuro Linguistic Programming

    Visual Audio Kinesthetic

  • Underperforming EmployeesIt is critical to identify underperforming employees as soon as possibleReasons for underperforming:They havent received proper training They dont have the right equipmentThey dont identify with the company or its goals we vs they

  • More Underperforming EmployeesThey do not see themselves as important to the success of the companyThey are experiencing personal or family problemsThey have lost interest in their jobsThey lack abilityThey dont like or want their job

  • Disgruntled EmployeesUnderperformUse more sick timeHave more injuriesPoison the wellOthers?Disgruntled employees must be identified, turned around or terminated

  • Customer ServiceThe employee providing customer service IS your companyExamples of excellent customer service how did it effect you?Example of poor customer service how did it effect you?How important is excellent customer service?

  • The Challenge of LeadershipThe success of your company is directly tied to the level of passion and commitment of your employeesVirtually no significant achievement in history has been accomplished without passion and commitmentThe most important job of a manager, CEO or entrepreneur is the transference of passion and commitment to employees

  • Employees Need to Know:What is the mission of the organization?What is my role?How important is my role?

  • Leadership is lifting a persons vision to higher sights, the raising of a persons performance to a higher standard. Peter Drucker

  • And finally.