who are you!?! - national conference of state … it. ” dana violated the ... you will die without...
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Defining YOUR Cultureby
Scott Warrick, JD, MLHR, CEQC, SCPScott Warrick’s Consulting, Coaching & Training Services
1147 Matterhorn Drive, Reynoldsburg, Ohio 43068(614) 738-8317 ♣ [email protected]
www.scottwarrick.com
What Are …
“ETHICS”&
“CULTURE”
“ETHICS”&
“CULTURE”
WHO ARE YOU!?!
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WHY FORMALIZE ETHICS & CULTURE?
What Are Their Ethics & Culture?
What Are Their Ethics & Culture?
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WHAT ARE OUR WORKPLACES LIKE?
What Are Our Workplaces Like?
2007 Gallup Poll:77% Of All Americans
HATETheir Jobs
What Are Our Workplaces Like?
2014 Gallup Poll:Only About 30% Of All Americans Are
ENGAGED
2014 Gallup Poll:17% Are Actively
DISENGAGED
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Forbes Magazine 2011
#1 Reason Strategic Goals Fail?
They Were Not Executed ByThe Employees
Why Do So Many Americans HATE Their Jobs?
#1 Reason: BULLIES
DEFINING CULTURE
1. Autonomy
2. Structure
3. Support
4. Identification
5. Performance “Rewards”
6. Employee Issues
7. Risk Tolerance
8. Conflict Tolerance
9. Issue Confrontation
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DEFINING CULTURE
1. Autonomy
2. Structure
3. Support
4. Identification
5. Performance “Rewards”
6. Employee Issues
7. Risk Tolerance
8. Conflict Tolerance
9. Issue Confrontation
MOTTO
“We are ladies and gentlemen serving ladies and gentlemen.”
A warm and sincere greeting. Use the guest’s name.
Anticipation and fulfillment of each guest’s needs.
Fond farewell. Give a warm good-bye and use the guest’s name.
THREE STEPS OF SERVICE
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28,000 employees
284 hours of training each year
59 hotels in 20 countries
Malcolm Baldrige National Quality Award
1992 and 1999
Which is MOREImportant?
Employee Relationsor
Customer Service
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DEFINING CULTURE
1. Autonomy
2. Structure
3. Support
4. Identification
5. Performance “Rewards”
6. Employee Issues
7. Risk Tolerance
8. Conflict Tolerance
9. Issue Confrontation
Are You An ENABLER?
Do You Deal With BULLIES?
“What I Do On My Own Time Is My Business.”
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When Do You Represent Your Organization?
Has The World ChangedIn The Last 10 Years?
WE NOW LIVE IN A DIGITAL WORLD!
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WHAT IS SOCIAL MEDIA?
What ISN’T On Social Media?
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Patrick Snay was awarded an $80,000.00 for settling an age discrimination and retaliation involving his daughter in a
subsequent lawsuit against Gulliver Preparatory School.
The settlement contained a “Confidentiality Clause.”
Dana Snay posted this on Facebook:
“Mama and Papa Snay won the case against Gulliver. Gulliver is now officially paying for my vacation to Europe this summer. SUCK IT.”
Dana violated the “Confidentiality Clause,” so the award was recinded.
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What Is “Offensive”?
“Would the REASONABLE PERSON in the community be offended?”
United States Supreme Court Case:
Harris v. Forklift Systems (1993)
IF NOT … IT IS YOU!
What Is Reasonable?
Rutgers Head Basketball Coach Mike RiceResigned After Throwing Basketballs At His
Players Heads And Calling Them “#!$@ Fairies” & “#!@ Faggots.”
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Ohio State Trooper Craig FranklinJanuary 20, 2008
Texas Fire Captain Alfred DeckerPosted A Photo On Facebook Of
Lynching President Obama
Congressman Anthony Weiner
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DEFINING CULTURE
1. Autonomy
2. Structure
3. Support
4. Identification
5. Performance “Rewards”
6. Employee Issues
7. Risk Tolerance
8. Conflict Tolerance
9. Issue Confrontation
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DEFINING CULTURE
1. Autonomy
2. Structure
3. Support
4. Identification
5. Performance “Rewards”
6. Employee Issues
7. Risk Tolerance
8. Conflict Tolerance
9. Issue Confrontation
What Is TOLERANCE?
NOTPersecuting Those Who Are Different!
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What Is Conflict?
Is Conflict Bad?
“I DON’T LIKE
CONFLICT.”
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You Will ALWAYS
Have Conflict.
The ONLY Issue Is Whether You Will
Suppress It …Escalate It ...
orResolve It.
You Build Trust Through Conflict
ANTS & Our Basil Ganglia
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Leadership
Safety
Employee/LaborRelations
Teambuilding
Change Management
WorkplaceViolence
Sales
HR Communication(EPR = Respect) Customer
ServiceProduction/
Quality
Emotional Intelligence/Tolerance
Trust (Speed, Cost & Execution)
(Common Goals)(Critical Decision Making)
WHY DO MOST LEADERS FAIL?
They CANNOT Handle Conflict!
Which is MORE Important?Getting your way or Preserving the RELATIONSHIP?
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HONEST RESPECTFUL COMMUNICATIONThree Pitching Styles:
Retreat Style of Communication
Attack Style of Communication
Honest & Respectful Style of Communication
Pitching Style #1:
Retreaters
ANGEL PITCHERS
Nice People Stink!
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Who Is Responsible?
ENABLERS!!!
Pitching Style #2:
Attackers
DEVIL PITCHERS
Why Do Kids NOT Speak Up In Class?
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What is TRUST?
DO YOU HUNT FOR WITCHES?
TRUST1. You Know I Do Not Mean You Harm
2. You Know I Am Able To Help You
DO YOU HUNT FOR WITCHES?
TRUST is like AIR.
You will die without it &
You don’t appreciate it until it is gone.
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DO YOU HUNT FOR WITCHES?What Kills TRUST?
DO YOU HUNT FOR WITCHES?
Where Is The Trust?
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HONEST RESPECTFUL COMMUNICATION
EPR(Empathic Listening, Parroting & “Rewards”)
We judge ourselves by our intentions,
… we judge others by their actions.
- Stephen R. Covey
DEFINING CULTURE
1. Autonomy
2. Structure
3. Support
4. Identification
5. Performance “Rewards”
6. Employee Issues
7. Risk Tolerance
8. Conflict Tolerance
9. Issue Confrontation
What Kind Of Culture Do YOU Want?
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www.ScottWarrick.com