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Building a High Performance Culture Diana Welch, SPHR, Owner, HRMS Washington State Nonprofit Conference May 2018 ü Please ask questions and have fun participating! WE CAN HELP [email protected] P: 509.833.4770 F: 509.575.8370 www.hrmsnw.com 1714 Rudkin Road, Yakima, WA. 98901 5/16/2018 Diana Welch [email protected] 509-833-4770 1 OUTLINE WE CAN HELP 5/16/2018 Diana Welch [email protected] 509-833-4770 2 High-performance organizations don’t take their culture for granted. They plan, monitor and manage the culture, so it remains aligned with what they want to achieve. In a great culture, people contribute to their fullest. Unfortunately, most organizations leverage only about 70% of an individual’s contributions. The remaining 30%--what the company doesn’t get— is the high performance. Creating a high performance culture is a journey that has the potential for many breakdowns along the way. A company’s culture is really defined by what the people of the organization do. WHAT IS A HIGH PERFORMANCE CULTURE WE CAN HELP 5/16/2018 Diana Welch [email protected] 509-833-4770 3 Behaviors and norms that lead an organization to achieve superior results by setting clear business goals, defining employees’ responsibilities, creating a trusting environment, and focusing on employees. Culture drives a high-performance organization and the company achieves better financial and non-financial results. When the behaviors and norms are aligned with goals, customer needs, and employee priorities, the company is poised to achieve financial results and benefits, such as retaining and engaging employees.

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Page 1: WE CAN HELP Building a High Performance Culture · Behaviors and normsthat lead an organization to achieve superiorresults by setting clear business goals, defining employees’ responsibilities,

Building a High Performance Culture

Diana Welch, SPHR, Owner, HRMS

Washington State Nonprofit Conference May 2018

ü Please ask questions and have fun participating!

WE CAN HELP

[email protected] P: 509.833.4770 F: 509.575.8370www.hrmsnw.com 1714 Rudkin Road, Yakima, WA. 98901

5/16/2018 Diana Welch [email protected] 509-833-4770 1

OUTLINE

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 2

High-performanceorganizationsdon’ttaketheircultureforgranted.Theyplan,monitorandmanagetheculture,soitremainsalignedwithwhattheywanttoachieve.

Inagreatculture,peoplecontributetotheirfullest.Unfortunately,mostorganizationsleverageonlyabout70%ofanindividual’scontributions.Theremaining30%--whatthecompanydoesn’tget—isthehighperformance.

Creatingahighperformancecultureisajourney thathasthepotentialformanybreakdownsalongtheway.Acompany’scultureisreallydefinedbywhatthepeopleoftheorganizationdo.

WHAT IS A HIGH PERFORMANCE CULTURE

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 3

Behaviorsandnorms thatleadanorganizationtoachievesuperior resultsbysettingclearbusinessgoals,definingemployees’responsibilities,creatingatrustingenvironment,andfocusingonemployees.

Culturedrivesahigh-performanceorganizationandthecompanyachievesbetterfinancialandnon-financialresults.

Whenthebehaviorsandnormsarealignedwithgoals,customerneeds,andemployeepriorities, thecompanyispoisedtoachievefinancialresults and benefits,suchasretainingandengagingemployees.

Page 2: WE CAN HELP Building a High Performance Culture · Behaviors and normsthat lead an organization to achieve superiorresults by setting clear business goals, defining employees’ responsibilities,

HOW DO WE CREATE A HIGH PERFORMANCE CULTURE

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 4

1.EstablishmeaningfulMissionandValues:Employeesknow,understand,andbelieveinthemissionandvalues.2.Innovation: Thecompanyencouragesnewideas,andemployeescanmoveideasthroughtheorganization.3.Agility: Thecompanyrespondsandadaptstoopportunities.4.Collaboration: Employeescooperate,share,andworktogether.5.Communication: Employeessend,receive,andunderstandthenecessaryinformation.Createtransparency,openness,andtrustbyencouragingemployeestoshareknowledgeandideas.Ensurethatemployeesunderstandtheroletheyplayinthecompanysuccess.

HOW DO WE CREATE A HIGH PERFORMANCE CULTURE (cont.)

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 5

6.Developacoachingmindset: Coach,askquestions,listen,providefeedbackandsuggestions,andmonitor.7.Adoptastrategyofcontinuousimprovement: Strivetosimplify,improve,andalignprocessestorespondtoeventseffectivelyandtoeliminateunnecessaryprocedures,work,andinformationoverload.Measureprogress,monitorgoals,andreporttodriveimprovement.8.Enhancetraininganddevelopment: Provideemployeeswithclearcareerpathwaysandopportunities.9.Measureculture: Measurealongthewaytodeterminewhereprogressisbeingmade.

HOW DO WE CREATE A HIGH PERFORMANCE CULTURE (cont.)

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 6

10.Embraceachangemindset: Changeiscentraltoinnovationandgrowth.Companiesreinventjobs,processes,structures,andworkpracticestolearnandtogrow.11.Developstrongleaders: Strongleadersbuildloyalty,engage,align,andinspireemployees toworkhardtofulfilltheirjobduties.12.Empoweremployees tomakedecisions: Encouragingandtrustingemployees toaskquestions,makedecisions,andactuponthosechoiceswillcreateenvironmentswheretheyfeelempoweredtosolveproblemsandtrynewapproaches.

Page 3: WE CAN HELP Building a High Performance Culture · Behaviors and normsthat lead an organization to achieve superiorresults by setting clear business goals, defining employees’ responsibilities,

HOW DO WE CREATE A HIGH PERFORMANCE CULTURE (cont.)

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 7

13.Wellness: Thecompanyhasthepoliciesandresourcestohelpemployeesmaintainphysicalandmentalhealth.14.WorkEnvironment: Thecompanyhas acomfortableworkplacewhereemployeeshavetheresourcestobeeffectiveintheirwork.15.Responsibility: Employeesareaccountablefortheiractionsandhavetheindependencetomakedecisionsregardingtheirwork.16.PerformanceFocus: Employeesknowwhatdeterminessuccessintheirrole,andtheyarerewardedorrecognizedforachievements.17.Makeworkenjoyable: Incorporatefunandengagingactivitiesintotheculturalfabric.Celebrateandacknowledgeemployeeshardwork.

HOW DO WE GET STARTEDWE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 8

Creatingand maintainingahighperformancecultureischallenging.

Ø Thereisnoone-size-fitsallwhenitcomestoculture.Thespecificsareuniquetoyourcompanybecausethey’rebasedonwhatwillworkbestforyoutoreachyourdestination.

Ø Focusonthefewchangesthatmattermost. It’sdifficulttomeaningfullychangemorethanonetofiveaspectsofanorganization’scultureina12monthperiod.

Ø Agreeonashareddirection,coordinateandintegrateeffortsbysettingclearandalignedvalues,expectationsandprocesses.

Ø Startwiththebasisandwhenthoseculturalelementsaresufficientlyimproved,thenmoveontothenextlist.

WHO SHOULD WE INCLUDE

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 9

Customersatisfactioniscritical toabusiness’success.Tomakesurethecustomerhasagoodexperienceandremainsacustomer,companiesmustbecomecustomer-centric.Thismeansmakingthecustomerexperienceapartofyourcompany’scoremissionandvalues,prioritizingthecustomerexperienceoverotherconcerns,andensuringemployeesunderstandhowtheirworkimpactsthecustomerexperienceandarerewardedwhentheyprovideagoodexperienceforcustomers.

Page 4: WE CAN HELP Building a High Performance Culture · Behaviors and normsthat lead an organization to achieve superiorresults by setting clear business goals, defining employees’ responsibilities,

WHO SHOULD WE INCLUDE (cont.)

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 10

EmployeesandLeadershipatAllLevelsAbigpartoftakingcareofyouremployeesis allowingthemtohavesomecontrol oftheirworkatthecompany.Areemployeesandleadersabletomakedecisionsabouthowtheyaccomplishtheirgoalsanddotheyhavecontrolovertheirday-to-dayexperience?

Empoweredemployeesandleadersaregiventhesupportandtoolstheyneedtodothejob.They’regiventraining,authorityandaccesstoresourcesthatallowthemtobeeffectiveintheirroleswithinthecompany.

HOW DO WE MANAGEA HIGH PERFORMANCE CULTURE

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 11

1.Companiesthatareabletoreallyunderstandwhy theyaredoingthingsarebetterpositionedtoidentifytheneedtochange.2.Manypeopleviewcultureastheresponsibilityofleadershipalone,themostsuccessfulcompaniesunderstandandvaluetheinputofemployeesandcustomers.3.Letgooftheexistingbehaviorsandpracticesthatarenolongereffective.Ittakesalotforpeopletogiveupthewaythey’vealwaysdonethings.

WHAT DO EMPLOYEES WANT IN A JOB AND IN AN EMPLOYER

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 12

Ø Honest,sincereandtimelyfeedbackØ RecognizedwhentheydoagoodjobandtofeelvaluedØ NooneacceptsajobexpectingtofailØ TotakeprideintheirworkandknowtheireffortisworthwhileØ JobsecurityØ ConfidentialityØ Support andassistancetogrowanddevelopØ TreatedwithdignityandrespectØ FairpayandbenefitsØ PositiveworkingenvironmentamongemployeesØ ChallengedØ ClearguidanceanddirectionGROUPDISCUSSIONS

Page 5: WE CAN HELP Building a High Performance Culture · Behaviors and normsthat lead an organization to achieve superiorresults by setting clear business goals, defining employees’ responsibilities,

WHAT CAUSES EMPLOYEES TO DISENGAGE AND EVEN LEAVE

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 13

Ø HowtheybelievetheyaretreatedØ Igiverespect, butIdon’treceiveitØ Lackoftrust,fairness,honestyandunfairassumptionsØ Gossip,badattitudeandnegativetalkingØ Wastingtimeatwork,whileIamworkinghardØ UnclearexpectationsØ PoorcommunicationsØ IamdoingtheextraandyouaredoingtheminimumØ TimelinessØ ToomanyexcusesØ LackoffollowthroughGROUPDISCUSSIONS

HOW DO YOU WANT TO TREAT EMPLOYEES

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 14

Discussthefollowinginyourgroup.Ø Whatworkenvironmentandattitudesdoyouwanttoshow

towardemployees?Ø Whatoutcome(s)doyouwant?Ø Whatlevelofrespectshouldyouconsistentlydemonstrateand

whatdoesitconsistof(listen,communicate,train,clearexpectation,kindness)?

GROUPDISCUSSIONS

WHY DO WE NEED COHESIVE TEAMSWE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 15

Ø Aproductive,high-functioningteamhasalotofupside:Ø Makesbetter,fasterdecisionsØ TapsintotheskillsandopinionsofallmembersØ Avoidswastingtimeandenergyonpolitics,confusion,and

destructiveconflictØ Avoidswastingtimetalkingaboutthewrongissuesandrevisiting

thesametopicsoverandoverbecauseofalackofbuy-inØ CreatesacompetitiveadvantageØ Ismorefuntobeon!

Page 6: WE CAN HELP Building a High Performance Culture · Behaviors and normsthat lead an organization to achieve superiorresults by setting clear business goals, defining employees’ responsibilities,

The Five Behaviors™ Team ProfileEach behavior builds on the previous one:

p Building Trust

p Mastering Conflict

p Achieving Commitment

p Embracing Accountability

p Focusing on Results

16©2016 by John Wiley & Sons, Inc. All Rights Reserved. Permission to reproduce only when used in conjunction with The Five Behaviors of a Cohesive Team™ Powered by All Types™.

Overview of the DiSC® Styles

Quickreferenceforinformationondifferentstyles

17

A Leader’s Best BehaviorsWE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 18

Ø SETSCLEARDIRECTION

Ø MOTIVATESandINSPIRES

Ø PROVIDESSUPPORT

Ø COACHESandTEACHES

GROUPDISCUSSIONS

Page 7: WE CAN HELP Building a High Performance Culture · Behaviors and normsthat lead an organization to achieve superiorresults by setting clear business goals, defining employees’ responsibilities,

MOTIVATE AND RETAIN EMPLOYEESWE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 19

Ø Iftheytrulylikeyou,theywillstepupandworkharder,evenunderstressfulconditions.Guaranteed.

Ø Bekindandrespectful,evenwhenyouhavesomethingconstructivetoshare.Showyourenthusiasmandappreciationforprogressmade.Ifyouneedtopointoutthenegative,andyouwill,thenmakecertainyoucanalsopointoutsomethingpositive,evenifit’ssmall.

Ø Rollupyoursleevesandparticipate.Ø Noticewhatstaffaredoingandtrytocatchthemdoing

somethingwell.Taketimetospeakwelloftheircontributions.

MOTIVATE AND RETAIN EMPLOYEESWE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 20

Ø Keepyourcool. Ifyoufeelfrustrationbubblingtothetop,staycalm.Donotbecomepartofaproblem.

Ø Givethema“BigPicture”context:everyoneneedsacontextfortheirworksotheyunderstanditsvalueandlargerimpact.Withoutalargercontext,ourworkbecomespurposeless.Weareleftwondering:“whoreallycaresaboutwhatIdo?”Thismotivatesthembyhelpingthemunderstandtheimpactoftheireffortsonorganizationalsuccess.

MOTIVATE AND RETAIN EMPLOYEESWE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 21

Ø RoutinelywalkaroundandtalktopeopleØ VisitemployeesintheirofficeorworkstationØ Askthemwhatisgoingwellandreviewanyimprovements

underwayØ Askifthereareanystaffordepartmentsthatcouldbe

recognizedØ Askwhatsystemscouldworkbetteranddotheyhaveanyideas

forimprovementØ AskiftheyhavethetrainingandequipmenttodotheirjobØ Takenotes,makesomechanges,andgetbacktothemASAPØ Respondtotheirrequests,evenifitissay“wecannotdothat”or

“wecannotdothatrightnow”Ø Besincereandstickwithit!

Page 8: WE CAN HELP Building a High Performance Culture · Behaviors and normsthat lead an organization to achieve superiorresults by setting clear business goals, defining employees’ responsibilities,

MOTIVATE AND RETAIN EMPLOYEES

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 22

Ø Ifyouwantareturnonyourinvestmentinpeople,youmustinvestinthem.Doallthethingsthatwillenablethemtohavetheskills,abilitiesandmotivationtodoaneffectivejob.

Ø Sometimeswesitandsay,“Gosh,Idon'tknowwhymyemployeesaren'tdoingagoodjob,"whenwehaven'tputanythingintothem.

Remember…. Nothing in, nothing out

GROUPDISCUSSIONS

PERFORMANCE COACHING

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 23

Ø Youcanhaveasuccessfulconversationwithyouremployeestocoachthemonimprovementneedsandgrowthareas

Ø Coachingshouldbequick,simpleandinformalØ Coachemployeeswhentheyneedit,don’tignoreitØ Puttheemployeeateaseandstartandendwithsomething

positive regardingtheirperformanceØ UseacommunicationmethodthatworksbestwiththispersonØ Givespecificfeedback,usegoodlisteningskills,besupportive

andworktowardaligningandresolvingissuesØ LetthemknowwhyitisimportanttoandhowitaffectsothersØ Utilizerecent performanceinformationØ Establishspecific,measurable,andattainablegoals and

timelines

WE CAN HELP

5/16/2018 Diana Welch [email protected] 509-833-4770 24

Discussthefollowinganddocumentthegoalsandideasyouwanttoutilize.Discussthe17ideasforhowtocreateahighperformancecultureandchooseabout5thatarethemostimportantforyourcompanytostartwithforthenextyear.Setgoalsforwhatyourrolecouldbeandwhenyoucouldstartfromthelistabove.WhatdoyoubelieveemployeeswantinajobandinanemployerWhatdoyoubelievecausesemployeestodisengageandevenleave?Howdoyouwanttotreatemployees?

Whatarealeader’sbestbehaviors?

Howcouldyoumotivateandretainemployees?


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