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for joining us today
sat baby managing partner here at competitive solution
uh... he will be delivering obsession i equipping from line leaders tools and
how to use
thanks a lot for uh... joining us
today sent
under takeaway
make economy admire welcomed everyone that has joined us today
i've cut our budget and uh... a short time ago uh... protection if if of the
topic of equipment probably leadership is really a result of
argue empire candies we've been doing a lot of our series uh... story back in
january
it one of the questions we asked uh... at the conclusion of every whether our
work
what's the hot button with the topics of your organization is facing right now
but challenges
in religious want coverage to the contrary quickly does what we heard
time and time again is that
they are prob light leaders right now
are being challenged to do more with less
they're being push and pull being polled
uh... by their employees of the folks who reported them
um... they're being pushed by the folks about them
uh... in the senior senior management ranks
of of
delivering results
so that's where we are we made the decision to uh... to newport with a
weather on this we did some research that's a mile
uh... talking to some of our client and he came up with this weather are that i
want to share with you
uh... for the next thirty minutes on equiped frontline leaders
uh... the tools
uh... and how to use admitted before really cute started let's take a look at
'em
you are probably require they still imported while that they make up about
fifty percent
fifty to sixty percent of our management ranks
they directly manage abhi
up to you
about eighty percent of workforce this came from the from harvard business
rooted review ah... earlier this year
uh... there are at the arrived
direct contact uh... within our organization of
getting the work done these are the folks that are managing the folks
whether they're on shop floor
uh... that the customer service department
uh... t-shirt regroup really the conduit between
salary and allie folks
uh... with an organist
deep within the organization
they oversee the text which teaches her to do i don't want to take that
three-ring binder that large document that
every one to three years to see a leash team comes up with a city rushed up
there is a strategy here's our gorda market here's what we need to do to
achieve our revenue are croat targets with that
the probably to the one take that
and they take it down to the tactical level traffic
here's what we got to do
to help our organization
be successful annex one-a u abu allah motivation something i get a lot of out
of that
thirty black three years ago the brown an organization that down and i think
that's a tough economic times are but the probably did but their job
discoverable to be chilly step at a rally folks together to say
hey we've got a job to do
uh... we need to move things forward organization because if you have a
debate about the results
i really think we have in common
is the business
it's what we need to come together collectively
uh... to deliver on the results whether the results of wall street water for a
private company
are the results that are are present are sealed meeting are within the
organization
arvo part's your connors gotta watch out for steroid and i just want to get a
sense a
who are trendy new york today on this
webinars
are up about five seconds left
and as i did and i i i anticipate it's kind of an equal balance to a couple
prob livelihood blue ball we ought to have a large group about about forty two
percent of of you attending are there is a couple of other frontline leader so
let's talk about probably does look at how much analogies that they're afraid
to be aware hearing
avenue organization we work with
working at the front line leaders control
would like to talk about its and and and that's just what the reality now is that
you know journeys pissed off economic times are going to this recession this
downturn wordy one caller
obviously revenues now where once was filled out words were once was a lot
budgets are smaller
so we're being asked to do
um... more with less within our organization because
uh... we've got reduced budgets without which leads to
we're not able to hire people we're not able to bring up up to get the necessary
people in place
uh... to really do an effective job so people are
are having to really wear different hats within the organization
competitive overseas pressure at work or the company right now and uh...
and the state of new york
they're moving some of their production
down to south america because
the reality is the cost per unit to produce their product
isn't significantly cheaper down in south america that it is here
soap opera carved from a competitive standpoint
they've got to make those those changes with an organization
lack of leadership skill training that you know it
it's my belief during these tough times when people are being asked to do more
wobbled left this is what we need to be equipping our people
giving them new skill set to do different jobs or their organization
but the reality is that this is not a notable sixteen years i've been doing
this
training is the first thing that typically goes
uh... win
the budgets get cut cut
but just to cut get reduced first and go
training goes out the door with it as well so
let's talk about doctor but the the i think that they can fitzgerald um...
they can control would face which different challenges
they could do the mission
and they could take that mission and vision two goals objectives but make it
helped execute that company strategy with that
thickened uh...
alter their leadership style it what i mean by this is i've got a thing that i
i want leaders hardline leaders she wears i want the managing my process
now by personality
because when you met her personality
yuki competing consistent
it's not sustainable over the long term
but if you managed by personality
i mean if you may recall process
you've got a defined
willie standard operating procedures of how you're gonna manager people
i've and how you're going to go to business which will be sustainable over
top and then drive back consistency fellow employees craig so much
between teams
albany charity three tall today that provide leaders to walk away wouldn't
start implements argued lighting
within the organization
into making sure you follow the testing processes day-in and day out
and then quietly to how you do more with less
and in doing that
giving people engaged
instant underwood got we've got a lot to do but here's what i need to do to help
us be successful
we give uh... social media survey we stop where we as we get a couple other
avenues where
we asked
participants
one of the top five don'ts
a front line leaders
anything here with the top five attainment but i want to be to briefly
you know don't eat more poor performance
and when you have more poor performance you create that
meant about frustration
within your team
because you've got folks you've got michael and paul
incoherent they're working
nineteen hours a day doing what they need to be
to do to pick up the organization that successful
but we've got some other folks who get david jamie there are doing
what they need to do their working three four five hours a day so to speak
they're not contributing that's pretty much frustration
among your team
the don't ignore will perform address it
and in a moment to share with you a tool where you can address
uh... people that are engaged
don't micromanage i do this every tom at client site
if i don't want to be i don't want my manager to mike against me
well frontline leaders to do it
they need to fix clear goals an objective
and let the employees go out do it
importer closest to the business let them go out and do it
let them do their job
and and and not go around on their hourly or daily basis campaign give me
an update on the project
give me an update on this
the scorecard will reflect their performance without that'll be a
dictator
every organization is that the rumor mill
and if we make decisions based on what we're hearing out there if we make
decisions
now based on factual evidence work i have
a lot more problems are and that we did before with that
don't hide issues
be truthful beyond us with your police if you know that that is common to
communicate that don't hide that
and polly
give up on improving the way you do business
you gotta have a continuous improvement mindset
that we can get better even though we're at being asked to do more blessed
so one of the top five do that we heard uh... throughout are our survey there in
the mob
provided communicating goals did tell a police what's expected of them
put in place into school corp process
so they can feed the stated goals and objectives here's what we need to do
to help the organization be successful here's what we need to do in terms of
productivity here's what we did in terms of quality
here's what we need in terms of cost
provided to me to take a clean goals
and than i want to talk about chemicals
many times
we measure something anyway just elevated up to the higher levels in
organization and we fail
dude openly discuss that with a thing to discuss their performance
let them talk about how we did
whether we need to do differently with an organization with an arcane
to help to be successful
identify different communication style differences in at the end of my present
a drama share with you a tool
where you can look at the different communications topic sissy complexion
frontline leaders to make a judgment when they interact
you delegate get out of the way
trust your people
they know how to do it give them a five minutes past
documented
and that let them go do it
and found the car type though the defense conversion imported
many organizations every issue that comes along is what i call a nine one
one
and the the prop one leader leader of the about put all that red tape that
quiet in the state the day
you know the difference between what is our job what must happen today purses
what's important what do we need to get done within the next forty-eight
seventy two hours
even eliminate the lava firefighting
that we do an organization's because we'd we don't prioritize
sawa park your car is gonna watch unexploded uh... that we've got here in
in the in the sport and focused on
you know what's good the biggest critical issue facing your cropland
leaders today
five-second folks
alright end-to-end that had and i had anticipated without comprar over the
place you know some people might attract rakhi performance others work
controlling the rumors communications so ivory organization is unique in the way
they they out have their business their culture of cyclic that we have a lot of
different
uh... answers to that question
so let's jump in i will talk about what are the three tools
that you can put in your front line leaders toolkit think that they can
start doing media leak
impact the business
become more effective leaders
within that
i talked to her about the need to get to communicate in gold
having school corp
a political representation up
here's what we need to do
to help the organization be successful
and then talk about how what do we do in total weekly basis whether it's
close of business five year money morning where you get up and running
come together as a team
and as the will to facilitate a discussion around here is how we did
last week
you can see we can't do it on quality
he's he would be dumb productivity production
but we missed our numbers on
quality or maybe we must remember that a customer service rep
hoppers discussions and talk about what do we need to do differently this week
really analyze the bids to drive a continuous improvement because of school
part of my could you could do three things for your
your employees one
it's going to educate
it's going to provide a common business language
of of what's going on the organization for everyone as we talk about cost a
budgetary if they know what that ripped refers to
we talk about what terms
i was on the quality we know what that work returns meet our business
we talk about customer service and that whole time
people understand what that means
and they can get their hands around it
check-in things grow cargo facilitate i've talked about having a a weekly
meeting for about twenty to thirty minutes with employees
focused at meetings from scorecard
so that's but that's going to facilitate a meaningful meeting
to talk about how we doing
in what we need to do differently
as a result of that
and then finally
but school choir will motivate the work force
because if i come in monday morning
and i'm not looking at the square part with my team
and i feel that we didn't do what we do you need to do last week
it's going to motivate marking the one of the better
because if we look at our school choir that would look at out that other school
party organizations
and we see where the only want the got red items on it
it's gonna motivate us to want to do better
we don't want to be viewed as the team in the organization
at the same during performance fitting injuring
business results
source to motivate a team
but with a big score card template that we live
uky dot first county purpose focused areas
what goes in there what i called up the pockets but the big buckets of what
you're going to measure
typically what i feel organizations here some of the things that under the key
business focus here categoric
quality
cost
productivity people customer service
chins three to four five of those bucket to put on your school course that no
matter where you go on your organization
you see those three four five key focus area dot a scorecard
next smart object before each team comes up with
okayy we know that we don't work we've got to do promote strips strategic
standpoint
but with the tactical what can we do as it relates to quality
what do we do it with the cost
one of the water to someone objective not smart enough and it's pathetic
it at measurable into the pain of all the relevant
weapons keen to come up a risk workouts creek that ownership in that by the food
this is our school quark
and that hit the target what we have to be above or below
to be rhetoric rumor smoke or what part of the world we strive in court on a
weekly monthly basis
the yard is a very
critical
uh... category on the scoreboard my opinion
are much lower shipping who's the person is responsible by predefined time
weathers five o'clock on friday or seven thirty monday morning
to getting the data from the previous week populating it scorecard
so when we come together monday morning
uh... to look at our school part we've got a scorecard that's full of data
it's world best and rich
and then that the tracking frequency i really like to keep method for federal
weekly basis
uh... so if you have to train is going off the track so to speak
you've got the ability to make adjustments
uh... before it's too late
aneta
writable indicator
uh... red or green boxing from companies
uh... do d smiley face a strike they sit next to it
but i really want that visible indicated as we see here audit score card right
now
they provide this within five eight seven seconds the answer to the question
are we went in
are we losing
it's right up front that you'll see a lot of greener than under the quality
category for this team cheetah lies in the top where people scorecard
if you are aware that they're sitting there when they come together
they got a really happened
the discussions round
wire were read
it what are we going to do about it
let's wrap up about score cards of what they provide with an organization first
it provides a common language party moved so we all know what we're talking
about we could all rally around the plane
uh... pain
that connectivity pete hotel where we are connecting employees to the business
where employees know here's what i'm doing
impact a strategy the overall mission vision of my organization because i've
got a scorecard and point to me
into the crater
uh... part of our company with that
it out focalpoint dot difficulties
what we need to do because at the end of the day
the only thing we have in common is the business
so if the focal point which we rally around that
i talked a few minutes ago that ownership and by hand
and leading the team to what are the things we can import around quality
coffee can teleport
putting those metrics on that score card letting them
have that ownership a barter hate this is our scorecard
the student uh...
opportunity old-school partitions scorecard for our team this is what
we're doing
and then finally
he could affect clear understanding of who we were planning
are we losing
and if you look at if you look at a at a scorecard kinda and pop music sports
analogy
it at the box score you can see the route
you can see the recipe for the winner was a *** really gotta dig into a
tizzy
why did we win the why did we lose in various areas
so it creates that clear understanding of that
second component i wanna talk about this decade tool for the front widely used in
connection with you sir
and and and then i'll say what an extra two looks like but
it'll be capability delegated to go to our different employees in today
hey will i need you to do this for shell i need to do this and we got to know
that we can put it down on the air
and helps his power tight but because by writing something down
we could look at eight thirty two dash willy company gotta happen today
or is this something that can happen at later this week
and then the birthing it'll do
door to eliminate selected engagement because i can look at the action
register of my cane
and i can see how many actions
each employee has
and it tells me my doing a good job of distributing the work will work
workload
or do i need to remove taking things off of the boys play to put her on the other
poets have nothing to do who are not actively gate
before you can reduce the frustration that she seen organizations
so first column action
you know what's up what someone must do
the owner of that person responsible out what individual names i don't want the
team i don't want to agree i don't want potter david death
i wanna see one person responsible for that
and i want to target a donor so we're tracking for people know
what's expected of them on a day-to-day week-to-week basis
i have learned employed absolutely love
the action register
because not only are they being held accountable but their manager of the
front line readers being held accountable swell
so they can
c everything that's going on within the team
and in the the the completion date wonder that need to be completed when
was the completed
because it becomes kind of a performance management tools like and what they see
is clearly completing his actions are timely basis
and then the comet feel
why would a target date mess well maybe it was because uh... someone did call us
back in time
maybe was because we had an emergency among certain issues come up
willis is put their pastry about actual why things were done on time or why they
work done on time
this is actually a cure for national team
guilty on there
our quality of what a magic applies to
uh... with doesn't apply to the team it's caused both the best
we would give his ability to employees of the paint that baby to be working on
during the week
alert issued to uh... what i call personal action extra
and i like to keep up one leader scary personal actuator with them
because periodically during the day
employees will come out the front line leaders with very benign question such
as
how much vacation do i have left
how much my paycheck was wrong last week that works mover tomo wasn't in there
and many times frontline leadership bob down in administrative task in in a
creek that culture of dependency
in organizational employer probably as a running around
do him attache it actually not managing the work force
so what i like he is poor
a leader polish pad out
and and to listen to what the appoint saying okay
i had to change or know much vacationing caps you take it away on a trip
here's what i want to do
i want you to go down to uh... r_h_ our departmental cheapest c_j_ holly
r_j_ hillary can still be a place that question for you under our departure
date
and for cheaper the target date
i'm going to come up with five o'clock today on the property five o'clock they
will we be ready to leave
elmira make sure you've got that action done
so really would were wishing to our employees who want the how in the mud
houses all their issues of what they need to go do
solve that issue
and then find out
he is one of the once completed it's a great tool that organizations have
implemented
ought to break that call to the cycle of dependency
so especially to provide world if you don't trust because we think the be
depended upon not only a problem leaders but i pay my job
our colleague that
or write down the pain that people need they will put the target state
on there
in what surely make it dot
takes a lock on the boat dressed up outtakes one action one thing not get
down to lose that trust
it helps bring visibility commitments made by the leaders
in the team members
so we can't hear ripping the people working on
every tool four
follow-up many complex diseases employees are from i'm good at some
point to do it passed
an employer i know that my leaders not gonna
follow up with me on that so why should i follow through on complete that task
to help that make sure that those commitment to give met
uh... anatomic manner
eventual point how about a russian agent employer with a personal actuation how
we can and poorly
uh... empower our employees
to solve issues themselves
and it's not read every morning gate
looks like you to eliminate selected and gauge admit that i think many teams
and let's move over to i what i call collective accountability were
everyone's working
same workload working the same amount
and were reducing that frustration i see so many times
so i want most anguished over now to a total called the dare that they are the
communication stop survey that we live within our
uh... client companies
it what does it disturb aimed at fifty questions and i helped leaders employees
uh... identified before that the communication style
it helps improve working replacing ships in that
uh... people mountain now understand
uh... some of the nuances when when they're communicating with with their
colleagues
i helped clear
become flexible and demonstrate that the communication should be for the pablo
interface with where the a m
i can make it i couldn't make adjustment i think flex my communication style to
meet hearst or if i'm going to interface with a reneged
uh... i think i can with p_c_r_ would like me to do
to have a lot of good meaningful discussion
with her mailbox worst look at the fourth communication styles
the first one is charter
but rather as a personal it's very hot
directed to the point
drivers not support that want to spend time that i will check shadow
hate how was your weekend where did you do has your family doing
a driver someone that when you call them locally
how can i help you
or you walk in our office it's a
uh... what can i help you with
go directly to the point
uh... there are very good at making decisions quickly
thirty tight-lipped about their private challenges in the merchant c with her
mother their vulnerability that we have to be aware of it that
therefore with a small part they could be impatient with motions
compounds are viewed as two blocks
so if it helps to have a a good
knowledge understanding of of the drivers are keen but that's what i know
what it
uh... analytics are um...
they like a lot of data
umberg their patient thirty thinkers the process focused the detail oriented
uh... but what we go to work with an analytic
we need to take a lot to data
intake here's here's the information that you requested
and i'll come back tomorrow at five o'clock your decision
because the mail but if you don't give a deadline
they may never ever make a decision people built that they're just won't
keep looking at it
after their perfectionists
um... they they uh...
uh... playing vs do type of people so
if we understand
what analytic with their strengths are
uh... but they're detail order there
process focus but also some other at their first of all of the lease
we could try to have meaningful discussions with them
our next week we should start our laters
an hour later as our are ones that they're they're well balanced but call
me to the team
uh... there there are good mediator the caring
with some other all too well that is
you know they were too much
other data risk-taker aveo for a personal computation
oracle interface with a were later when they want to walk into them
and and begin with that blackhawks mulch
chit-chat
hey how was your weekend what'd you do
it if you go football game last week
open up and sped two three four minutes talking to pam on people's questions
answered before we move over to the business reason while were in their
office
and then the final communications felt the expressive
and expresses our our fund a brain uh...
energy excitement to our
gene combat to talk a lot
so it probably too
to make sure we stay focused on passport talking to him about
uh... they can be undisciplined atop the lobby by that is
you know they can
there sometime people to become a hijacking media project topic and just
start startin out going somewhere with without the
off the track so
f interrupt each other
interrupt others so we've got a big careful about or an actual expressive
but all flows communication styles if we understand each one of 'em
we can add leaders we can communicate more effectively
uh... without was off i'm gonna go interface with a half-dozen expressed
about complex make adjustments
if i'm going to interface with john attention he's driver
honey the walk-in given the uh...
information and and not be the chit-chat
it helps provide feedback over later still like feedback expresses the like
if i could take it personal
so please make sure that the other stains rappers not personal but focused
on the business
we can get there
this is not personality will post this week simply a communications with our
inventory
it helps us
understand the difference communication styles
uh... within our organization
i want to wrap up and talk about the three tools we just laid out for you
this morning
i wanna see provide leaders have it at a person school corporate magic sleepy
eyes on there that measures
are we where are we losing and allowed them to to make adjustments and and
drive towards
of the overall goals and strategies with neil in the organization talked about
acta registers
at the foundation for continuous improvement any metric that's red on the
scorecard goes on the actual artstur
of what they need to do differently
and then the third thing is the bears
survey
uh... and helpless
communicate more effectively helps provide p backing recognition to a point
because they all
all please
receive information differently they give information to believe that if we
have a good understanding of that
i will help us
all apart you're caught a cut off her final goal of the day
uh... route which of these tool to most meaningful most beneficial for your
organization
i know the final result to come and it's interesting if you cut uh... october
third author in terms of the cold very like the scorecard where you think the
action action that they really liked that their survey so
auto parts required when received a request that there are about time
together
absolutely that's a great questions came and we'll get to just a couple hearing
lancer the others
uh... one-on-one with you
and here's one uh... we're just talking about the care three cases self-serving
yet some people ask if you gift from real life
examples and
and how you know
someone's used a survey of young people
at the front line leader to use their flexibility treaty at
deb absolutely
ka i'll give you an example here my office
i've got one of my arm
uh... colleagues within his job
jadas a driver john does not want
the the small chat when you walk in a job offers
he walked it would appear here five twelve points for your consideration
and john will look at a middle t_v_ decision right away
i have another employee market earnings kathy kathy is a writer
you'd like to
uh... talk about her her family about her children
ashida pictures over uh... two dogs on her desk so i go to the theater faithful
catholics
all after you know those questions but hey how's your family
you know what you do this weekend
and then for five minutes later then i'll get to the point of
wind what while in office what i needed to do so
by understanding the differently cases fell back to make adjustments
one last question caller
sure um... in the beginning there you were talking about the
the top five do's and don'ts and we've got next to uh...
social media surveys and so forth one of the don'ts
uh... we had a couple of people ask about you know if you could just ratri
on
you mentioned don't hari issues
uh... to talk a little bit more about that
yell other e
if you don't please write our or concerned about everything that's going
on the organization they hear about layoffs we hear about and companies
closing
we need to to be proactive
in in share all the information that's going on
uh... within the organization
so that employees don't have an exotic eggs which affects workforce performance
i received a phone call this summer from a
from a company that worked with and
at one of the gentleman for their people in suits walking around
our office
uh... we've got to be brought to be so i did not answer the question
or turned out was
it was a new customer come in and just to let the facility or what happened is
we had failed the leadership but failed to communicate
to the work force
we've got some new customers coming in
art and they wanted to become a look at what their operation so
you know anytime you've got information role of the two employees relevant to
the business
you gotta put out that share that with them because if you don't you're gonna
have that rumor mill that great ball
refined
hodges
running rampant
our thank everyone for their time today omg demo lookout next month other member
in december park tuesday tips
we're going to part of our webinars series are because of uh... we put into
place because of the holidays because of budget planning urea performance reviews
just not a good time or go back in january with a weather on trade your two
thousand twelve scorecards to be able to help that also a general bob
we've had made a request from one class of two take topics we talked about her
hurts twenty five minutes an expanded to you know ninety minutes or so so we're
gonna do that as well why they don't always if if you have questions need
information contact the profit space we ship dot com
uh... ten months with the webinars are stored there so if you've got thirty
minutes
on you want to get brush up on some self development kitties
grab their or thank you for your time out of the valuable beneficial to have a
great wine spectator about