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How to Create an Accountability Culture, PainlesslyDecember 10, 2009 • 11:00 a.m. CST

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Webinar Presenter

Kristie JonesGeneral Manager e-Learning LIVEKristie.jones@e-learninglive.com888-432-3077 Ext. 109

Agenda for Today:

1. What Employees Want from You

2. Engagement

3. Communicating for Buy-In

4. Execute and Follow-UP

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What Do Employees Want from the Company?

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What does the Company want from its Employees?

Today’s Employees Want:

• Meaningful work• Enough authority to do the job• To use their discretion• A sense of competence• To be making progress• Accountability

“On average, 50% of employees do not know what is expected of them.” The Conference Board

What is Employee Engagement?

An emotional connection that influences greater discretionary effort.

Poll Question

What percentage of your employees do you believe are highly engaged?

a. 0%-25%b. 25%-50%c. 50%-75%d. 75%+

Are These Your Statistics?Are These Your Statistics?

Highly engaged – 21%Moderately engaged -- 63%Actively disengaged -- 16%

Who is engaged?

Why Should We Care?

LowEngagement

HighEngagement

ISR Study of 664,000 employees:

Net incomeOperating incomeEarnings per share

-32.7% +19.2%

Employee Accountability Requires Effective Communication

“Engagement and commitment improve dramatically when employees know what is expected of them, and how they fit into the total picture.”

From a report byRight Management consultants

• 85% of employees come to work each day wanting to be accountable.

• But, only 45% remain so throughout the day. "Engaged employees are excited and enthusiastic about their jobs. They resist distractions, tend to forget about time, and routinely produce more than the job requires. They enjoy searching for ways to improve circumstances and volunteer for difficult assignments. They also encourage others to higher levels of performance. Finally, they are proud to be involved with their organization and are more likely to stay with the company." PEI Study

•Prescribing actions creates push-back.•Describing results creates involvement.

The Brain-Behavior Connection

Accountability in Action:• You have asked Mary twice to provide the

department’s latest customer complaint report. It still is not on your desk.

• You ask again; Mary says she has too much on her plate already. What do you do?

The Hazardous Half-Minute

Tell aStory

See & Hear Feel Act

The (less) Hazardous Half-Minute

See & Hear Question Analyze Act

Crucial Confrontations, K. Patterson, et al, 2005

Goal: Engage While Leading for Accountability

Able

Willing100%

100%

Emplo

yee • Jointly explore core issue(s)

• Stay aware of engagement drivers

Expectations Mean Everything

Approaches to avoid1. Charisma

2. Power

3. Perks

Jointly explore1. Consequences

2. Pleasure vs. pain

3. Hidden Victims

4. How others see them

Model for Dialogue

1. Observe performance

2. Consider circumstances

3. Initiate conversation Describe performance gap Probe for circumstances Agree on a plan Follow up

Motivation vs. ability

Motivation• Importance• Context• Consequences

Ability• Knowledge & skills• Coordination, efficiency• Barriers

When To Discipline

• Engagement approaches not working

• Learning does not “take”• Insubordination

The Key to Execution is Leader Involvement

1. Know your people and your business

2. Set clear goals and priorities

3. Insist on realism

4. Follow through

5. Reward the doers

6. Expand people’s capabilities

Questions?

e-Learning LIVEHow it Works:• Customized to your company/industry• e-Learning course as Pre-work/Post-work• 4 One-hour Live Virtual Instructor-led Session• 1 One-hour Follow-up Class• Participate in Discussion Groups with Instructor

20+ Classes offered covering:• Leadership/Management• Sales/ Sales Management• Customer Service

Benefits of e-Learning LIVE• Training is spread out over eight weeks to ensure

mastery of skill• Homework is given each week. Practice =Behavioral

Change• Blended learning increase retention• Instructor is available online and off• Increase employee connectivity• No cost for travel. Train from the comfort of your office.