1. A Blueprint for The Four C’s of Survival in Today’s Business Environment Critical Skills that Make the Difference! Presented by: Carolyn McMorran 407-582-6700 cmcmorran@valenciacollege.edu

2. VALENCIA FACILITY FACTOIDS 2

3. Valencia Facility Factoid #1 This year Valencia College will serve approximately __________ of students. A – 29,000 students B – 54,000 students C – 70,000 students 3

4. Valencia Facility Factoid #2 In July of 2011 Valencia changed it’s name to Valencia College from Valencia Community College because: A – Valencia Community College was hard to fit on signs B – We wanted to be like other community colleges around the state C – We starting offering four-year degrees in collaboration with UCF 4

5. Valencia Facility Factoid #3 In February 2007, Valencia’s begin its recycling program. To date Valencia has collected _______ tons of recyclables A – 297 tons B – 518 tons C – 987 tons 5

6. Valencia Facility Factoid #4 Valencia’s total square footage is A – 867,000 B – 1,298,487 C – 1,869,909 6

7. Valencia Facility Factoid #5 How many Gold Level LEED Certified Buildings does Valencia have and on what campus? A – 1 on East Campus B – 3 on West Campus C – 2 on Osceola Campus 7

8. What skills matter most in today’s business world? 8

9. Communication Critical Thinking Collaboration Creativity 9

10. The survey said Agree/strongly agree NeutralDisagree/ strongly disagree Communication 79%13%7% Critical Thinking 73%17%9% Collaboration 72%19%9% Creativity 66%23%10% 10 Source: AMA Critical Skills Survey 2010

11. What can you do to close the skill gaps in your organization?

12. Effective Communication Synthesize and transmit ideas in written and oral format 12

13. Best Resource 13 Crucial Conversations: Tools for Talking When the Stakes are High By: Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switler

14. Where Are you Stuck? Poor efforts Awful meetings Diversity issues Authority issues High turnover Poor teamwork Mistrust Persistently poor quality Over or Under- Managing Stalled Change Effort Lack of Innovation Safety Problems Failure to Deliver Chronic Overtime

15. The Law of Crucial Conversation Anytime you find yourself stuck, there is a crucial conversation keeping you there. Identify the crucial conversations that you’re not holding or not holding well, figure out where you’re going wrong, fix it, and get better at everything

16. Problem Solution &

17. What is a Crucial Conversation? Three elements  Opposing opinions  Strong emotions  High stakes

18. We can avoid them We can face them and handle them poorly We can face them and handle them well How do we typically handle crucial conversations?

19. Costs of Unproductive Crucial Conversations

20. How this benefits organizations? Safety Productivity Diversity Quality Innovation Teamwork Change management

21. What can you do now within the area of communication? 21

22. Critical Thinking To make decisions, solve problems, and take actions as appropriate 22

23. The Challenges 23 ShallowDeep

24. What can you do today with the skill of critical thinking? 12345 Ask questions (Root Cause) Gather information (Root Cause) Assess the options (Wake) Test the options (Wake) Communicate about the outcomes or changes (Wake) 24

25. What can you do now within the area of critical thinking? 25

26. Collaboration Work effectively with others, including those from diverse groups and with opposing points of view 26

27. Two heads are better 27

28. The Challenges 28

29. 3 Steps to Better Collaboration 29 Who How Celebrate!

30. What can you do now within the area of collaboration? 30

31. Creativity To see what’s not there and make something happen 31

32. Definitions Creativity Innovation

33. Context Creativity There is nothing in a caterpillar that tells you it’s going to be a butterfly – Buckminster Fuller

34. Real World 34

35. CUSTOMER CENTRICITY A customer will create the most value for you at about the point you create the most value for him/her

36. What would your customers say?

37. Customer Centricity long term quality relationships think of you

38. Why do this?

39. Repeat Customers

40. Catering to Customers Different Needs Quarterly mailing goes out to thirteen million customers in thirteen million versions Response rates generally 25% to 30% 100 million incremental sales annually

41. What can you do now with the skill of Creativity? Maximizing the value created by each customer and contact How are you interacting with your customer? Goal is to be the one they call/think of no matter what Quality over quantity The Imagineering Workout by Disney Imagineers

42. What can you do now within the area of creativity? 42

43. Communication Critical Thinking Collaboration Creativity 43

44. The Four C’s of Survival in Today’s Business Environment Critical Skills that Make the Difference! Presented by: Carolyn McMorran 407-582-6700 cmcmorran@valenciacollege.edu