1. Presented by Sardèk Love President and Founder Infinity Consulting and Training Solutions www.ictscorp.com

2. Introducing Sardèk Love Sardèk Love President and Founder Infinity Consulting and Training Solutions PO Box 3342 Manassas, VA 20108 Phone: 540-520-5733 Fax: 571-292-2561 Email: splove@ictscorp.com Website: www.ictscorp.com Sardèk Love is the President and Founder of Infinity Consulting and Training Solutions (ICTS), a global management consulting and customer service training provider. In this capacity, he has delivered training programs, Keynote speeches, and seminars to clients throughout the United States as well as the United Kingdom, Australia, Indonesia, Malaysia, Singapore, Kuwait, United Arab Emirates, Angola, Nigeria, Jamaica, and Saudi Arabia. Prior to launching ICTS, Sardek led high performing teams for the prestigious consulting firm Booz Allen Hamilton, and insurance industry giants MetLife Insurance and Anthem Blue Cross Blue Shield. His contributions continue to shape the development of leaders as is evident by his appointment as 2010 Chair of the American Society for Training and Development (ASTD) Leaders Conference Program Advisory Committee. And he is a member of the prestigious National Advisors for Chapters for ASTD. Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 2

3. Session Objectives At the end of this session, you will be able to: – Describe how one industry successfully uses the DiSC profile to create awareness of behavioral preferences, improve respect, and enhance communication between employees – Explain the impact judgments and perceptions have on appreciating differences – Implement an easy-to-use process for setting clear and specific expectations Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 3

4. Todays Journey Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 4 PART I The Business Case PART II Self Awareness & Understanding Others (Using DiSC) PART III Perceptions & Their Impact on Behaviors PART IV Setting Clear and Specific Expectations

5. The Business Case Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 5 Source: U.S. Bureau of Labor Statistics

6. The Business Case Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 6

7. The Business Case Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 7

8. The Business Case Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 8 The sum end quality of our individual contribution to the management of safety determines whether the colleagues we work with live or die. Cullen Inquiry, Piper Alpha Disaster

9. The Business Case Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 9 Injury resulted in No to Minor 1 st Aid Treatment Injury led to Time Away from the Job Injury led to Short or Long Term Disability The Person Died as a Result of Injuries Suffered @ Work

10. The Business Case Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 10 Major Contributors of Incidents that Result in Injuries and Fatalities Poor communication Failure to follow procedures Lack of appreciation of differences Lack of commitment from Management for the safety program

11. The Business Case Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 11 Total Recordable Incident Rate (TRIR) TRIR is a statistic tracked by OSHA to measure of any organizations safety record. It represents all work-related deaths, illnesses, and injuries which result in a loss of consciousness, restriction of work or motion, permanent transfer to another job within the company, or that require some type of medical treatment other than first aid treatment. TRIR = Total number of injuries x *200,000 Total Man Hours Worked *200,000 is used as it reflects the following: (100 Employees) x (40 hrs/week) x (50 weeks/year) Source: Occupational Safety & Health Administration (OSHA)

12. The Business Case Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 12 So the question is, How can people hold each other accountable in a respectful way to ensure everyone remains safe? THE APPROACH Build self awareness of behavioral preferences in the employee base Implement an easy to apply process that would result in changes in employee behavior to improve appreciation of difference Monitor performance improvement results at micro and macro levels Hold all employees accountable to demonstrate improvements

13. Summary of Part I: The Business Case Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 13 Inclusionary strategies must: have a clear and direct linkage to the key business metrics have a clear and direct linkage to the key business metrics lead to measurable outcomes lead to measurable outcomes be tied to a few critical behaviors be tied to a few critical behaviors Proven ways to ENGAGE YOUR EMPLOYEES SUCCESS TIPS

14. Part II: Creating Awareness & Understanding Using DiSC Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 14 D D i i C C S S DOMINANCE CONSCIENTIOUS INFLUENCE STEADINESS

15. Part II: Creating Awareness & Understanding Using DiSC Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 15 DOMINANCE CONSCIENTIOUS INFLUENCE STEADINESS Decisive Direct Wants immediate results Can come across as harsh Talkative Enjoys interacting with people Persuasive Can be easily distracted Detail oriented Logical Persistent Can come across as very critical Does not like rapid change Loyal to team and family Patient and a good listener Can come across as unsure

16. Part II: Creating Awareness & Understanding Using DiSC Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 16 DOMINANCE INFLUENCE Use small groups & visual reminders (colored dots) to teach each of the 4 quadrants to the larger group as this enhances the initial learning and understanding of DiSC

17. Summary of Part II: Creating Awareness & Understanding Using DiSC Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 17 Inclusionary strategies must: be easy to use and have a clear benefit for its use be easy to use and have a clear benefit for its use must be tied to a few critical behaviors that result in success must be tied to a few critical behaviors that result in success Proven ways to ENGAGE YOUR EMPLOYEES SUCCESS TIPS

18. Part III: Perceptions and their Impact on Behaviors Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 18 Regardless of where we are in the world, after using DiSC to create awareness of their natural behavioral tendencies and those of others, the focus then moves to helping participants learn how to use and transfer their new knowledge back on their job. What better way to do this than through personal experience? Saudi ArabiaUnited StatesIndonesia

19. Its Time to Learn a Little About Each Other Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 19

20. Part III: Perceptions and their Impact on Behaviors Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 20 While the facts are undeniable, the interpretations will be many. Sardèk Love Sardèk Love

21. Part III: Perceptions and their Impact on Behaviors Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 21 BeliefsValues Our Beliefs and Values affect our communication and behavior Articulate to validate!We must remain consciously aware of our natural tendency to judge others through our personal values lens. Articulate to validate! By doing so demonstrates you are open to appreciating differences. Beliefs and Values are unseen Beliefs and Values are unseenBehaviors are are seen or heard Behaviors are are seen or heard Judgments affect how we interact with others Judgments Perceptions must be continuously validated Perceptions

22. Summary of Part III: Perceptions and their Impact on Behaviors Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 22 Train people to speak in terms of what they see others do (behaviors), not how they judge what they perceived.Train people to speak in terms of what they see others do (behaviors), not how they judge what they perceived. Encourage people to use their knowledge of DiSC to frame their discussions & feedback Encourage people to use their knowledge of DiSC to frame their discussions & feedback Proven ways to ENGAGE YOUR EMPLOYEES Success Tips

23. Answer the Following Question What would you expect of a Leader? Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 23

24. Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 24

25. DISAPPOINTMENT CAN DO DONT KNOWDISAPPOINTMENT CAN DO DONT KNOWSUCCESS KNOW CAN DOSUCCESS KNOW CAN DO FAILURE DONT KNOW CANT DOFAILURE DONT KNOW CANT DOFUTILITYKNOW FUTILITYKNOW Competence Level of clarity of expectation Low High The Keep It Real Setting Expectations Matrix © 25 Part IV: Setting Clear and Specific Expectations Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved.

26. Part IV: Setting Clear and Specific Expectations To set clear and specific expectations, use the Hear / See / Do Approach ©. Each expectation should be defined in observable terms. What would you HEAR a person say? What would you SEE a person DO? Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 26

27. Summary of Part IV: Setting Clear and Specific Expectations Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 27 State expectations in observable termsState expectations in observable terms Ask questions to check for understandingAsk questions to check for understanding Teach others to do the same when communicating expectationsTeach others to do the same when communicating expectations Proven ways to ENGAGE YOUR EMPLOYEES Success Tips

28. 1.THE IMPORTANCE OF LINKING INCLUSIONARY STRATEGIES DIRECTLY TO KEY BUSINESS METRICS 2.HOW DiSC IS USED TO CREATE AWARENESS & UNDERSTANDING 3.THE IMPACT OF PERCEPTIONS ON BEHAVIORS 4.THE IMPORTANCE OF SETTING CLEAR & SPECIFIC EXPECTATIONS Todays Journey: A Review Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. Proven ways to ENGAGE YOUR EMPLOYEES We Covered the Following 28

29. Thank You for Attending! Sardèk Love President and Founder Infinity Consulting and Training Solutions PO Box 3342 Manassas, VA 20108 Phone: 540-520-5733 Fax: 571-292-2561 Email: splove@ictscorp.comsplove@ictscorp.com Website: www.ictscorp.comwww.ictscorp.com Linked In: www.linkedin.com/in/sardeklovewww.linkedin.com/in/sardeklove Facebook - search for Sardek Love Twitter: www.twitter.com/splove1www.twitter.com/splove1 Inventing the future by delivering results that endure. © 2010 Infinity Consulting and Training Solutions. All Rights Reserved. 29