Embed Size (px)
Citation preview
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
Bui
ldin
g a
Cha
ract
er C
ultu
refo
r Tru
st a
nd R
esul
ts in
the
Wor
kpla
ce
Nia
gara
Inst
itutio
nal D
ialo
gue
June
13,
201
8Ka
thle
en R
edm
ond,
MA,
MC
C
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
2
Wha
t You
Can
Exp
ect f
rom
th
is P
rese
ntat
ion
•W
hat c
ultu
re m
eans
in th
e w
orkp
lace
•W
hat c
hara
cter
mea
ns in
the
wor
kpla
ce•
The
char
acte
ristic
s of
a h
ealth
y, e
ffect
ive
cultu
re
in to
day’
s w
orkp
lace
•In
form
atio
n ab
out a
tool
to a
sses
s yo
ur c
ultu
re
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
3
Wha
t wor
ds d
escr
ibe
this
cul
ture
?
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
4
It’s
not w
hat i
s w
ritte
n on
the
wal
ls,
but w
hat i
s w
hisp
ered
in th
e ha
lls
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
5
Afte
r wor
king
with
thou
sand
s of
lead
ers,
su
cces
s bo
iled
dow
n to
2 th
ings
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
6
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
7
Book
One
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
8
Cha
ract
er C
ultu
re F
ram
ewor
kTh
e Fr
amew
ork
enco
mpa
sses
how
to b
uild
an
effe
ctiv
e, h
ealth
y w
orkp
lace
.
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
9
Com
pete
nce
in a
nut
shel
l is
–
Doe
s th
e pe
rson
wan
t to
do th
e rig
ht th
ing
for t
he
orga
niza
tion?
Do
they
kno
w w
hat t
he ri
ght t
hing
is?
C
an h
e or
she
get
it d
one?
The
Cha
ract
er P
illars
des
crib
e th
ese
beha
viou
rs fo
r lea
ders
and
team
mem
bers
.
Com
pete
nce
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
10
Doe
s th
e pe
rson
trea
t oth
ers
in a
way
that
bu
ilds
trust
, sup
port
and
inde
ed,
influ
ence
s ot
hers
?
Cha
ract
er
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
11
Book
Tw
o
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
12
Book
Thr
ee
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
13
Cha
ract
er E
lem
ents
& A
ssoc
iate
d D
imen
sion
s(M
ary
Cro
ssan
, Ger
ard
Seijt
s, a
nd J
effre
y G
andz
)
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
14
Wha
t doe
s it
take
to b
uild
trus
t bet
wee
na
lead
er a
nd d
irect
repo
rt?
Build
ing
Rel
atio
nshi
ps
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
15
Wha
t is
Coa
chin
g?
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
16
The
Pow
er o
f Cat
chin
g Pe
ople
D
oing
the
Rig
ht T
hing
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
17
A St
raig
htfo
rwar
d Ap
proa
ch
O, I
Obs
erva
tion,
Impa
ct ©
Obs
erva
tion
Impa
ct
Posi
tive
Feed
back
“I no
ticed
you
sub
mitt
ed th
e re
port
befo
re
the
due
date
.”
“Tha
nks,
that
m
akes
it e
asie
r to
revi
ew a
nd
mak
e an
y ch
ange
s be
fore
w
e go
to p
rint.
M
uch
appr
ecia
ted.
”
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
18
Obs
erva
tion,
Impa
ct, Q
uery
, Act
ion
Obs
erva
tion
Impa
ctQ
uery
Act
ion
Posi
tive
Feed
back
Con
stru
ctiv
eFe
edba
ckA
ll Fo
ur S
teps
Stat
e yo
ur o
bser
vatio
n.
Neu
trally
& fa
ctua
lly.
Expl
ain
the
impa
ct o
f th
e ac
tion.
Wha
t hap
pene
d?W
hat c
ause
d th
is?
List
en o
penl
yW
hat i
s th
e so
lutio
n?
How
can
this
be
done
ac
cord
ing
to
requ
irem
ent?
Wha
t will
you
do in
the
futu
re?
Plea
se c
onfir
m
the
expe
ctat
ion
of th
is
task
.
“Our
mee
ting
was
at
2:00
pm a
nd y
ou a
rriv
ed
at 2
:30p
m”
“I ha
ve h
ad to
wai
t and
I m
ight
be
late
for m
y ne
xt m
eetin
g”
“Why
wer
e yo
u la
te?”
“Did
som
ethi
ng
happ
en?”
List
en O
penl
y“W
hat a
re y
ou g
oing
to
do in
the
futu
re to
pr
even
t thi
s fro
m
happ
enin
g?”
“In th
e fu
ture
you
will
no
t sch
edul
e m
eetin
gs
so c
lose
toge
ther
, the
n yo
u ca
n be
her
e in
a
timel
y m
anne
r”
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
19
Empa
thy
(trul
y he
arin
g, b
oth
mes
sage
and
em
otio
n) c
reat
es th
e br
idge
to a
sol
utio
n (fe
ed fo
rwar
d).
List
en –
Ackn
owle
dge
-Ask
©
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
20
SNIP
©
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
21
CO
AC
H©
Step
Inte
ntio
n of
the
Step
Que
stio
ns (b
ehav
iour
s)
CC
larif
y In
tent
ion
•D
eter
min
e th
e be
st
outc
ome/
resu
lt•
Cla
rify
situ
atio
n
Wha
t is
the
best
pos
sibl
e ou
tcom
e/si
tuat
ion?
Wha
t do
you
wan
t to
achi
eve?
Wha
t are
the
fact
s?W
hat a
re th
e fe
elin
gs (y
ours
and
thei
rs)?
OO
ptio
ns•
Brai
nsto
rm P
ossi
bilit
ies
Wha
t are
all
the
poss
ibilit
ies?
Wha
t has
bee
n su
cces
sful
in th
e pa
st?
AAc
tions
•W
eigh
opt
ions
and
de
velo
p an
act
ion
plan
Wha
t opt
ion
resp
ects
the
para
met
ers?
Be
st s
uppo
rts o
rgan
izat
iona
l/dep
artm
enta
l obj
ectiv
es?
Who
will
do w
hat a
nd b
y w
hen?
CC
lear
Bar
riers
•Pr
oact
ivel
y id
entif
y an
d pl
an fo
r bar
riers
Wha
t obs
tacl
es m
ight
occ
ur?
Wha
t is
the
plan
for
conf
ront
ing
thes
e ba
rrier
s?
HH
old
Acco
unta
ble
•D
eter
min
e w
ho is
re
spon
sibl
e fo
r fol
low
up
Wha
t rol
e do
you
wan
t me
to p
lay
in h
oldi
ng y
ou
acco
unta
ble?
How
will
you
indi
cate
pro
blem
s?H
ow w
ill w
e m
easu
re s
ucce
ss?
CO
ACH
App
roac
h©
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
22
Rec
eivi
ng F
eedb
ack
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
23
Mea
surin
g Pr
ogre
ss
©20
12-2
018,
ww
w.ce
ntre
forc
hara
cter
leade
rshi
p.co
m, k
r@ce
ntre
forc
hara
cter
lead
ersh
ip.co
m, 9
05.4
78.7
962
24
For f
urth
er q
uest
ions
ple
ase
cont
act m
eat
kr@
cent
refo
rcha
ract
erle
ader
ship
.com
Visi
t our
web
site
:w
ww
.cen
tref
orch
arac
terle
ader
ship
.com
Con
tact
us
