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workshop for Allstate leaders
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Strategies For Success
Trusted Advisor
What are you really trying to do for the people you serve?
Unique Value-Added
Solutions
Expert on the Customer
Expert on Your Products & Services
Expert on Your Industry
General Business Knowledge
Perceived Value
LOW / NO
MEDIUM
TRUSTED ADVISOR
NITB
C x R x I SO
= Trust
NITB
“I am good at what I do… and I do it because I
care about you.”
What are three things you can do to increase your
Source Credibility?
(T + C + ECF) x DE = Success
1
“Talent wins games, but
teamwork and intelligence wins championships.”
Michael Jordan
What does it take to be a valued member of a team?Develop and display competence.
Follow through on commitments.
Deliver required results.
Ensure your actions are consistent with your word.
Stand behind the team and its people.
Be enjoyable to work with.
Treat people with respect
Be passionate about your work and those you serve.
Communicate and keep everyone informed.
Help the other members of the team.
Help members of other teams.
Share ideas, information and credit.
Hold yourself 100% accountable.
1
HUGE data set…
• 600,000 employees at 500 companies.• 6,800 senior executives.• 900 books and academic articles.• 30 CEOs of Fortune 500.
From: Beyond Performance by Keller and Price
Nine Elements of Organizational Health
Direction Leadership Culture
Accountability Coordination & Control Capabilities
Motivation Customer Focus Innovation
From: Beyond Performance by Keller and Price 1
Key attributes of winning cultures
• High aspirations and a desire to win
• Extreme customer focus
• A “think like owners” attitude
• Bias to action
• Individuals who team
• Passion and energy
Bain & Company
1 - 1052
Core Principles of Workforce Productivity
• Respect Employees
• Clarify Objectives
• Increase Transparency
• Create Dialogue
2
1 - 10
The level of highly satisfied and engaged EMPLOYEES in your business.
The number one factor in increasing the level of highly satisfied and engaged
CUSTOMERS in your business is…
EEngaged
Enabled
Energized
Attachment to the company and willingness to give extra effort.
A work environment that supports productivity and performance.
Individual physical, social and emotional well-being at work.
“All In” by Gostick and Elton
S B A2
1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
Page 8
Wow — No Surprises — Celebrate
3
Motivation
Motive for
Action
Business Side• Integrity• Innovation• Accountability• Execution• Urgency• Customer Focus• Ownership Mentality
• D• M• C• C• M• D
irection – vivid, clear, inspiring --- shared
easurements – specific, observable, focused
ompetence – very good at what they do
ommunication – open, honest, courageous
utual Accountability – all team members
iscipline – do this every day
3
Accountability
• 100% Clarity + Authority
• 100% Agreement
• Tracking & Post
• Coach / Mentor / Train
• Reward / Punish
4
To create a highly accountable culture…
• Communicate clearly and relentlessly.• Set agreed-upon and highly specific metrics.• Focus on results – not personalities.• Treat people with “Ultimate Respect.”• Force collaboration – teamwork is mandatory not
optional.• Question all activities that don’t contribute to the
company’s overall strategic goals.• Make sure that everyone in the organization – from top to
bottom – focuses on accountability.
• Manage AND lead!!!!
4
Business Excellence Drives
Accountability
Leadership
What you get from your people
is a direct reflection of how you treat them!!
Top 5 Characteristics…
1. Honest2. Forward-looking 3. Competent4. Inspiring5. Fair6. Supportive
When values are clear… decisions are easy
What is your personal
Leadership Philosophy?
Questions…
Comments…
Concerns…
Issues???
Workshop
• What are THREE specific action steps you can take right away that will have a dramatic positive impact on the way you do your job?
If you have any questions at all please do not hesitate to send a note or call. My email address is: [email protected]
My twitter address is: @awesomelysimple
Please connect with me on LinkedIn
Also, you might find value in the ideas I share in my blog. You can sign up for it at:www.blog.johnspence.com
www.slideshare.net/johnspence
Thank You
THANK YOU