Refining Your Skills for the Not Too Distant Future
-
Upload
qmatheson -
Category
Recruiting & HR
-
view
671 -
download
0
description
Transcript of Refining Your Skills for the Not Too Distant Future
![Page 1: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/1.jpg)
REFINING YOUR SKILLS FOR THE NOT TOO DISTANT FUTUREAlex Gallacher,EngageHR
![Page 2: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/2.jpg)
FRIENDS, THIS IS NOT DISNEYLAND.
AND OTHER GUIDES TO NAVIGATING THE RIVER OF CHANGE
Alex Gallacher MBA, CHRP, SHRP, ICD.D
![Page 3: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/3.jpg)
EVER BEEN WHITE WATER RAFTING?Here’s what we know going in:• Wear protective gear!• Mental and physical strength are required.• Listen to your guide. • The river can be unpredictable, with lots of hidden dangers.• The river moves fast. You can not stay in the same spot. If u don’t navigate it properly, the river will knock you around and could overturn your raft.This adventure is not for everyone. If you fear it, here is one critical fact to consider….
![Page 4: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/4.jpg)
THIS IS NOT DISNEYLAND;THE RIVER CAN’T BE TURNED OFF!
![Page 5: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/5.jpg)
Let’s apply the WWR metaphor. Good news: Running a brokerage today can be as exhilarating as a good WWR adventure.Bad news: The environment we are in todaymakes it tougher and tougher to do this successfully. Why? We are reactive about:• Political environment driving consumers • Economic environment (M&A activity, direct writers) • Shifting demographics • Constant technological changes We have no control over these forces. The rate of change will only accelerate.
![Page 6: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/6.jpg)
Reality CheckA May 2014 Canadian Auto Insurance Study published by J.D. Power/McGraw Hill Financial reveals:
26% of respondents rated “Interaction” as the #1 factor in customer satisfaction.
InteractionPrice
Policy OfferingsBilling & Payment
Claims
0% 5% 10% 15% 20% 25% 30%
Customer Ranking
![Page 7: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/7.jpg)
Bigger Reality CheckThe study also found that as compared to last year:• Interactions with Local Agents or Brokers is 6%
lower.• Interactions with call centre representatives are
4% higher.• Website Interactions are 2% higher.
![Page 8: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/8.jpg)
WHAT CAN WE CONTROL?We can use what we know about the external environment to better prepare for and navigate that fast moving river.
• Question: What is the most critical and yet underleveraged tool in your business?
• If you guessed your BMS, think bigger, more expensive, more fun and more challenging.
![Page 9: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/9.jpg)
People
![Page 10: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/10.jpg)
How to better leverage your people before you hop onto the river:
Hire for competencies that enable change:• Flexibility / Adaptability• Relationship Management / Development• Innovative Thinking / Problem Solving• Pro-actively Customer Centric
How to do this:• Make a job ad sing• Behavioural and team (not panel) interviewing• Personality/personal inventory tools & metrics• Ensure the business culture and systems enable the behaviours that you want.
![Page 11: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/11.jpg)
Onboarding and IntegrationThink about how we normally do this:• Meet the troops• Show the ropes• Train• Incentivize• “Integrate”
What’s the result a year later?
![Page 12: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/12.jpg)
MORE OF THE SAME• We tend to try to make people fit
the company mold.• Problem: the company mold, as it stands is likely
breeding process efficiency, not flexibility and innovation.
Join me for 10 minutes of interesting insight with Dan Pink.
![Page 13: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/13.jpg)
VIDEO• Drive: The surprising truth about what
motivates us:• www.youtube.com/watch?v=u6XAPnuFjJc
![Page 14: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/14.jpg)
Key Messages
• We have to start to think differently about how great work happens.
• Innovation and creativity tend not to happen in a 4X6 cubicle under fluorescent lights, in front of a computer, with a manual that offers step by step, error free transactions to take place, with rewards that incentivize speed and volume.
![Page 15: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/15.jpg)
Multi-Tasking MerrilI Got This!
• Flexibility / Adaptability• Relationship Management /
Development• Innovative Thinking /
Problem Solving• Pro-active Customer
Centricity
![Page 16: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/16.jpg)
Create the EnvironmentIf you want to breed innovation, flexibility, fun, ability to build relationships with customers: • Create an environment that enables those
things where your “change agents” can thrive.• Build your job descriptions, performance
management construct, company policies, rewards and recognition programs to support these.
![Page 17: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/17.jpg)
What would happen if:• Your change agents were allowed to work from home one day a month and his/her
only task is to come up with a process improvement?• A team meeting happened outside the office once a month, lead by a change agent, to
discuss/present a topic of his/her choice related to change?• Part of regular work included working in a different department for two weeks at a
time until all employees have worked in every department….doing that department’s work?
• People were rewarded for innovation?
Take a dive! It’s an experiment. Trigger those rightbrains and see if creative ideas come forward.Then it’s your job to help see those ideas through.
![Page 18: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/18.jpg)
Closing ThoughtsThe river is moving fast.
This is not Disneyland, it’s white water.
BUTYou CAN greatly influence, enjoy, and reap the rewards of the ride.
Grab your paddle!
![Page 19: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/19.jpg)
Enjoy the balance of ORBiT’s Real Time Day 2014
ENGAGE HR™
www.engagehr.com#ENGAGE_HR905.306.8111
![Page 20: Refining Your Skills for the Not Too Distant Future](https://reader035.fdocuments.net/reader035/viewer/2022081602/5560f36ed8b42a0e408b46d4/html5/thumbnails/20.jpg)