It’s Not Just About the Horses: It’s Not Just About the Horses: How to Bring Out the Best In the How to Bring Out the Best In the People You Work WithPeople You Work With

John J. MartinDina Parrello

Agenda Introductions / Session Objectives It’s All About Trust The ABCs of Great Communication Finding and Keeping the Best Wrap –up, Q&A, Sharing

Ground RulesPlease turn cell phones off or put

them to vibrateOne conversation – want to be

sure that we get benefit of everyone’s input

Vegas rules apply

Perception - Exercise You are all scientists, and have

discovered new types of plants. Assignment: classify these plants by

putting similar ones into a group, use whatever criteria you want

One person notes your groups, and is ready to explain choices

Debrief

Perception is Everything What others see / feel/ experience is

real and true to them. Perception is built on personal

experiences in life – we interpret present events based on past experiences.

Once you know and understand another’s perception, you can either confirm it or try to change it.

Trust What does trust mean to you? Webster: reliance, position of

obligation, place something in somebody’s care

Noun: Firm belief in the reliability, ability, or strength of someone or something.

Trust – What Do You Think? Examples of when someone has built a level of

trust with you: How do you feel? How do you think they feel?

Examples of when there is no trust or trust is lost:

What happened as a result? If trust was regained, how long did that take?

Takes a long time to gain and a moment to lose

Trust Impact to how your organization

performs Precedes collaboration and teamwork Collaboration and teamwork require

win/win Based on openness, honesty, credibility,

integrity, respect Creates commitments Consistency is key!

Building Trust Lead by example; ask for help Offer honest feedback and assistance Appreciate and respect others’

experiences Focus time and energy on what’s

important, not politics or personalities Be clear on roles and responsibilities Do what you say you will do and when

you can’t, follow up

The ABCs of Great CommunicationA is for Action

What do you want the person to do? Are they capable? Are they ready? How much do you trust them? What is your agreement?

The ABCs of Great Communication B is for Behavior

What are your expectations for how you want your staff / volunteers to behave?

How have you communicated your expectations?

How do you give feedback to correct behaviors or recognize the right behaviors?

The ABCs of Great CommunicationC is for Clarity

How are you sure they have heard your messages?

Do you give your staff a chance to ask questions, or make suggestions and share ideas? Your volunteers?

Are your written and spoken communications effective?

Are you an effective listener?

Not Listening Behaviors Starting with “yes but….. Denying what is being said Offering Pity Defending Rationalizing

Listening

Helps understanding Encourages information sharing Enhances and influences Demonstrates respect and caring

Using HEART Principles Hear me and understand me. Even if you disagree with me, don’t

make me wrong. Acknowledge my contributions and what

I bring to the party. Remember to look for my good

intentions. Tell me the truth with compassion.

Confronting Set the climate

Ask for time State your intentions State your concerns/reservations

State your case Own your responsibility Describe behavior being confronted State impact of behavior

Confronting Listen for Understanding

Give 100% attention Demonstrate understanding

Negotiate State expectations Offer help in change Describe positive negative consequences

Confronting Make agreements

State agreements reached Establish follow-up Share appreciation

Hiring the Best Staff Your knowledge and experience of

working with people in this business Referrals Marketing to fill jobs Selling the great experience you offer

and why they should be a part of it Interviewing and Hiring

Keeping the Best Staff Orientation – first impressions critical Training – connect their previous

experience to your needs or “start from scratch.”

Learn by doing Keep it fun and interesting

Getting the Best Volunteers Know what you want Where to get great volunteers

Schools / Places of worship Radio / TV Over 55 / active seniors “Animal groups,” civic organizations Internet / social media Get to know them, what makes them want to

volunteer for you Current students and families

Love ‘em or Lose ‘em - Volunteers Without the power of the paycheck, you

need to keep them coming back Feedback Recognition, reward

Wrap-Up / Sharing Thank you for a wonderful opportunity Questions? What is one practical thing you will take

away from this session?