Case Study

Committed,Accountable Leaders

Learn the Power of “Pull”

The Opportunity: Re-Energizing the CultureIn 2003, a company dedicated to providing business and financial services began working on designing and building its corporate culture. The culture is based on the principle that taking care of people and inspiring them to do their best every day helps them succeed and therefore helps the company succeed. There was a compelling business reason behind this cultural transformation. The company was facing growing competition for customers as changes in the industry resulted in fewer, larger and more sophisticated businesses. The current CEO could see that the company needed a way to differentiate itself. He believed the best way to do that was through the quality and commitment of its people and by creating a customer experience that was second to none.

The organization based its cultural transformation on a set of 10 cultural practices. These practices centered around people holding themselves and others accountable for their impact on business results AND on people. Employees, leaders and board

IndustryFinancial

Business Benefits• Improved management performance

(scores rose 4% over a 12-month period)

• Increased internal recognition (scores rose 4% over a 12-month period)

• Improved conversation skills (90% increased their scores on 5 of the 6 drivers)

• Re-energized cultural values and norms

• Holistic approach to their 100% accountability culture

• More ease for leaders to get work accomplished with less re-work or misunderstandings

• Increased trust, understanding and relationship to direct reports and peers

• Higher employee engagement (survey results increased by 5%)

Business Solution• 360 Leadership Assessment

• Pull Conversation Intro Keynote

• Pull Conversation™ 1.0

• Emotional Intelligence

• 5 Drivers of Engagement

• Terra Nova Experiential Simulation

• One-on-One Telephone Coaching

Commitment to culture grows better leaders

members alike were expected to deliver on commitments, build partnerships and act in ways that acknowledge and honor others.

they wanted to bring someone in to help them have more productive and connected conversations. The company’s manager of Culture and Employee Experience looked at internal survey data and saw that they really needed to work with their leaders.

“We needed them to consistently walk the talk in order to show

who weren’t performing, or who were performing but had poor

and they were not all seen to be open to coaching.

for others.”

Employee Experience manager and his team read Brady Wilson’s

phone call to discuss the project. “We could hear their enthusiasm and their desire to collaborate. It just felt good.”

two languages, at a fair price.

The Results: Putting the Heart Back Into AccountabilityThrough collaboration, Juice delivered a course developed specifically for the organization’s leaders called “The Will and The Skill.” It was presented to 220 leaders in a two-day learning program, with a one-day follow-up session and three one-hour coaching sessions in between. The course was based on the differences between “push” and “pull” conversations. In “push” conversations, people push their agendas without really listening to their audience. In “pull” conversations, people draw information out of their listeners to create common ground. Wilson explains how powerful “pull” conversations enable people to see others’ points of view. This in turn fosters trust, engagement and repaired relationships. People are then emotionally engaged and can perform at their best.

“Juice helped us re-energize our culture. Sometimes, when you hear something over and over, it loses impact.” Getting a fresh take on the culture helped re-energize their leaders to look again at the company’s values of 100 percent accountability and committed partnerships.

As one IT leader put it, “This training puts the heart into ‘Holding to Account,’” a program this company had developed earlier based on their cultural principles. They also got many positive post-class evaluations: “Relevant to my work”; “Concepts I can put to use”; “A good use of my time.” However, the real test is whether the program changed participants’ behavior over time.

Leaders completed 360-degree assessments before participating in “The Will and The Skill” that were based on Juice’s Five Drivers of Engagement:

• I Fit.• I’m Clear.• I’m Supported.• I’m Valued.• I’m Inspired.

A sixth driver, based on managers’ relationships, was measured as well. The leaders then took the assessment a year later. Preliminary data with 100 of the leaders found that 72 percent had increased scores on all six drivers; 90 percent had increased scores on five of the drivers.

“One of the best indicators of success is that we just gained approval from our senior leadership team to have Juice develop this program for all employees,” says the manager of Culture and Employee Experience. “1,200 employees will get that new training. That’s a real vote of confidence for Juice.”

Love at WorkFollowing the success of his two earlier books, Juice co-founder Brady Wilson has written Love at Work: Why Passion Drives Performance in the Feelings Economy. The book seeks to energize organizations for positive change through the notion that engaging people’s hearts trumps engaging their minds when it comes to sparking discretionary effort. The book also seeks to inspire leaders to build cultures where managers can learn to extend themselves, investing in the highest good of their people, their communities and their planet. The concepts outlined in the book are the same concepts applied to Juice’s work with this company.

About JuiceJuice Inc. delivers training and development services to increase employee engagement and productivity. Juice works with companies that want to build a productive culture and understand that interactions between people are major drivers of organizational success. Juice’s conversation-enhancing methodology delivers a process for improving the human experience in the workplace while driving employee performance and business results. If you would like more information about how Juice can help your organization, e-mail Cheryl Rayfield at crayfield@juiceinc.com.

JUICE INC.Orchard Park5420 Hwy 6 N.,Suite 201-CGuelph, ON CanadaN1H 6J2 Office Phone: 519-822-5479Toll Free Phone: 1-888-822-5479Email: crayfield@juiceinc.comWeb Site: http://www.juiceinc.com