the dark side of being boss heather scalf director of quantitative assessment ut arlington libraries...
TRANSCRIPT
The Dark Side of Being Boss
Heather ScalfDirector of Quantitative Assessment
UT Arlington Libraries
About me Brief bio
◦ BA Biology in 1984
About me Brief bio
◦ 7 years as an Army officer◦ HAWK missile Tactical Control Officer and Battalion Control Officer
About me Brief bio
◦ 6 years in retail distribution with Target◦ Floor supervisor
◦ Brown field experience◦ Opened new facility
About me Brief bio
◦ Began working in libraries in 1999◦ Began as Circulation Manager/student supervisor
◦ Mary Baldwin College◦ USMA
◦ Completed MLS in 2005◦ UT Arlington
All this to say…
In the many career iterations that I have had, the common denominator has been that I have supervised, led and managed people in many different roles and a variety of environments.
Remember when
The model
Holland, Johnny. (2011, January 24). The A-B-C of Behaviour. Retrieved from http://johnnyholland.org/2011/01/the-a-b-c-of-behaviour/
What are the ABCs?
Common example
Bennett, Michael J (2013, April 30). Roasted chicken dinner plate. Retrieved from http://commons.wikimedia.org/wiki/File:Roasted_Chicken_Dinner_Plate,_Broccoli,_Stuffing,_Potatoes,_Demi_Glace.jpg
Väsk. (2005, September). Ice cream cone photographed in Sweden. Retrieved from http://commons.wikimedia.org/wiki/File:Glasstrut,_Tip_Top.jpg#filehistory
Common example
Common example
Spring, Steve. (2005, November 28). Individually wrapped slices of American cheese. Retrieved from http://en.wikipedia.org/wiki/File:Wrapped_American_cheese_slices.jpg
Behavior
Consequences Positive
◦ Might not be what you think
Consequences Positive
◦ Might not be what you think
Negative◦ Aka Punishment
ABC gridAntecedent (Before) Behavior Consequence (After)
Who was there, what was happening, what was the environment?
What did the person do? What happened? What did I do? What did others do?
A cautionary tale Retail distribution experience
We had a two shift, seven day a week operation. Trailers have 3 days to be unloaded from the time the trailer is dropped on the lot.
Antecedent—LOS standard, m-a-n-y trailers on the lot
Planned behavior—increase cartons per hour productivity, get more trailers unloaded before their LOS date
Consequence--We used a reward system that gave teams an extra 15 minute break for exceeding 110% productivity on a per shift basis
Trailer 1
Retrieved from http://www.m-o.com/freightworks.html
Trailer 2
Bartholdi, III, John J. (2003, September 27). Warehouse and Distribution Science. Retrieved from http://www2.isye.gatech.edu/~jjb/wh/sites/cf/cf.html
We rewarded productivity
What do you think happened?
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ProductivityLOS
Focus» Remember that the whole process is about changing behaviors, not the
people themselves. » An attitude is not a behavior. An attitude can be demonstrated by behaviors,
but the focus is on the behavior.
Watch out!
In the library Much more complex
In the library Much more complex
◦ Customer service is key in our environment
In the library Much more complex
◦ Customer service is key in our environment◦ The process works the same, but you may have simultaneous behaviors
going on at the same time
In the library Much more complex
◦ Customer service is key in our environment◦ The process works the same, but you may have simultaneous behaviors
going on at the same time◦ “Service with a smile”
In the library Much more complex
◦ Customer service is key in our environment◦ The process works the same, but you may have simultaneous behaviors
going on at the same time◦ “Service with a smile”◦ But also with an answer
Courageous conversations
Courageous conversations
The Cowardly Lion as illustrated by William Wallace Denslow (1900)
Courageous conversations
What?
Courageous conversations
What?◦ A courageous conversation is any conversation with another person that may
be difficult to have.
Courageous conversations
What?
With whom?
Courageous conversations
What?
With whom?
How?◦ Four steps
Courageous conversations
First, ensure that both parties are operating from a shared perspective.
Courageous conversations
First, ensure that both parties are operating from a shared perspective.
Seek context
Courageous conversations
First, ensure that both parties are operating from a shared perspective.
Seek context
Focus
Courageous conversations
First, ensure that both parties are operating from a shared perspective.
Seek context
Focus
Plan for future
Courageous conversations
What?
With whom?
How?
When?
Best response
Kaylee. (2012, July 31). Sealing the Deal – Get the Volunteer. Retrieved from http://www.volunteerlocal.com/blog/tag/strike-while-the-iron-is-hot/
Most Common response
All too often response
Lucy and Ethel on the candy assembly line at See’s Candies. Photo credit: CBS Television.
Coaching Process
Identify behaviors
Examine environment(antecedents)
Apply consequences
Measure results
Coach and modify
(Conversation)
Questions??
Heather [email protected]