The Crowley Group A coaching and consulting firm Making Selection Work GNHRA April 11, 2006

The Crowley Group Partners in navigating change Partners in navigating change Yikes! 16% - 40% execs resign or get fired 16% - 40% execs resign or get fired 30% - 35% fail 30% - 35% fail 25% under-perform 25% under-perform 77% go home early on Day 1 77% go home early on Day months until an new employee starts to create value 6.2 months until an new employee starts to create value

The Crowley Group Partners in navigating change Partners in navigating change Bizarre, but true Worked for a great leader Worked for a great company Already a ….. Reminds me of me

The Crowley Group Partners in navigating change Partners in navigating change Our focus What do you need to know? What do you need to know? How to find out? How to find out? How to maximize results? How to maximize results?

The Crowley Group Partners in navigating change Partners in navigating change What do you need to know? Specifics!  Job requirements

The Crowley Group Partners in navigating change Partners in navigating change BARS: Customer Service A concern for prompt, efficient, and personalized service to clients and a willingness to go out of one’s way to ensure that individual customer needs are met. BARS: Customer Service A concern for prompt, efficient, and personalized service to clients and a willingness to go out of one’s way to ensure that individual customer needs are met. Exceeds Expected Levels 5. Treats all customers with high amounts of respect and courtesy. 5. Treats all customers with high amounts of respect and courtesy. 4. Listens to customers to figure out what drives them (e.g., motivated by safety, profit, personal reason) and uses these “hot buttons” to structure deals to meet their needs. 4. Listens to customers to figure out what drives them (e.g., motivated by safety, profit, personal reason) and uses these “hot buttons” to structure deals to meet their needs. Meets Expected Levels 3. Schedules regular appointments with customers to inquire about their needs for services. 3. Schedules regular appointments with customers to inquire about their needs for services. 2. Rarely visits customers’ sites to maintain contact with key decision- makers. 2. Rarely visits customers’ sites to maintain contact with key decision- makers. Fails to Meet Expected Levels 1. Acts rudely towards customers by belittling their questions. 1. Acts rudely towards customers by belittling their questions. Rating:      Rating:      Explanation for Rating: Explanation for Rating:

The Crowley Group Partners in navigating change Partners in navigating change What do you need to know? Specifics!  Job requirements  Candidate requirements  Technical skills  Interpersonal skills  Intrapersonal skills  Organizational skills

The Crowley Group Partners in navigating change Partners in navigating change “Executive Intelligence” Regarding tasks Define and prioritize elements of a problem Define and prioritize elements of a problem Anticipate & plan around obstacles Anticipate & plan around obstacles Critically examine underlying assumptions Critically examine underlying assumptions Articulate strengths & weaknesses of ideas Articulate strengths & weaknesses of ideas Recognize what else they need to know & how to get the information Recognize what else they need to know & how to get the information Identify “the splash” Identify “the splash”

The Crowley Group Partners in navigating change Partners in navigating change “Executive Intelligence” Regarding people Recognize conclusions from conversations Recognize conclusions from conversations Spot underlying agendas and motivations Spot underlying agendas and motivations Anticipate reactions to communications Anticipate reactions to communications Identify core issues and POV in a conflict Identify core issues and POV in a conflict Identify positive outcomes and “the splash” Identify positive outcomes and “the splash” Identify and balance needs of various stakeholders Identify and balance needs of various stakeholders

The Crowley Group Partners in navigating change Partners in navigating change “Executive Intelligence” Regarding themselves Pursue feedback and adjust Pursue feedback and adjust Recognize biases & limitations and use to improve action plans Recognize biases & limitations and use to improve action plans Take responsibility for own mistakes Take responsibility for own mistakes Identify weaknesses in others’ arguments & reinforce strengths in one’s own Identify weaknesses in others’ arguments & reinforce strengths in one’s own Know when to resist objections & stay the course Know when to resist objections & stay the course

The Crowley Group Partners in navigating change Partners in navigating change How to find out? Past Behavior interview questions (PBI) Past Behavior interview questions (PBI) Describe an actual experience Describe an actual experience Really? Really?

The Crowley Group Partners in navigating change Partners in navigating change Are these behavioral questions? 1. Are you an introvert or an extrovert? 2. How important is it to follow the rules? 3. What do you do about getting feedback? 4. What values are important in the workplace? 5. What is your problem-solving style? 6. How do you handle conflict?

The Crowley Group Partners in navigating change Partners in navigating change How to find out? Behavioral interview questions Behavioral interview questions Case studies Case studies

The Crowley Group Partners in navigating change Partners in navigating change Create a case concerning 1. Employee communications during M&A 2. Outsourcing 3. Accounting scandal 4. Responding to a whistle-blower

The Crowley Group Partners in navigating change Partners in navigating change How to find out? Use interview teams Use interview teams Divide the territory Divide the territory Experienced interviewers Experienced interviewers Include subordinates and customers Include subordinates and customers External hires – consensus External hires – consensus Internal hires – consultative or consensus Internal hires – consultative or consensus Board involvement increases failure rate Board involvement increases failure rate

The Crowley Group Partners in navigating change Partners in navigating change How to maximize results? “On-boarding” first few days first few days effective hand-off from recruiter to manager effective hand-off from recruiter to manager access to the equipment they need access to the equipment they need smooth administrative processes smooth administrative processes first few months first few months integrate them into the organization integrate them into the organization make them feel part of the team make them feel part of the team part of its success as soon as possible part of its success as soon as possible

The Crowley Group Partners in navigating change Partners in navigating change Culture = How we do things here A learned set of assumptions based on a group’s shared history, that come to be shared and unconscious, and are demonstrated at different levels

The Crowley Group Partners in navigating change Partners in navigating change Digging Through the Levels of Corporate Cultural Artifacts Artifacts Communicated values Communicated values Shared underlying assumptions Shared underlying assumptions

The Crowley Group Partners in navigating change Partners in navigating change Artifacts - seen, heard, felt Tangible Tangible Physical environment Physical environment Language Language Technology Technology Products Products Decor Decor Clothing Clothing Address Address Emotion Emotion Stories Stories Published statements Published statements Rituals & ceremonies Rituals & ceremonies

The Crowley Group Partners in navigating change Partners in navigating change Top 10: Making Selection Work 1. Make no assumptions. 1. Make no assumptions. 2. Select for intelligence and skills. 2. Select for intelligence and skills. 3. The manager’s accountable for the right start. 3. The manager’s accountable for the right start. 4. Invest in getting the new hire settled in productively. 4. Invest in getting the new hire settled in productively. 5. Cover all the territory with the right interviewing team. 5. Cover all the territory with the right interviewing team. 6. “Videotape” of candidate’s success. 6. “Videotape” of candidate’s success. 7. Seek consistent candidate requirements. 7. Seek consistent candidate requirements. 8. Get agreement on job requirements. 8. Get agreement on job requirements. 9. Recruit beyond your own network. 9. Recruit beyond your own network. 10. Don’t just hire your friends.

The Crowley Group Partners in navigating change Partners in navigating change Complimentary Newsletter & Article  Navigating Change  “Making Selection Work” Business card or Business card or

The Crowley Group Partners in navigating change Partners in navigating change About Elaine Crowley In her 25 year career, she has served as VP, HR/OD on 3 executive teams and consulted to over 60 leading organizations in both the private and public sectors. Elaine writes frequently on management and leadership topics, and is completing her fourth book, this one on the most effective executive coaching techniques. She holds an M.Ed. In Psychology. In her 25 year career, she has served as VP, HR/OD on 3 executive teams and consulted to over 60 leading organizations in both the private and public sectors. Elaine writes frequently on management and leadership topics, and is completing her fourth book, this one on the most effective executive coaching techniques. She holds an M.Ed. In Psychology. Elaine and her colleagues partner with you as you navigate change. Elaine and her colleagues partner with you as you navigate change. The Crowley Group develops leaders, teams and organizations by The Crowley Group develops leaders, teams and organizations by Executive Coaching Executive Coaching Team building and Change Management Team building and Change Management Facilitation and Mediation Facilitation and Mediation Custom workshops with follow-up coaching Custom workshops with follow-up coaching Building commitment by aligning staff with strategy Building commitment by aligning staff with strategy M&A launches M&A launches 1001 Marina Drive, Suite 107 Marina Bay MA Marina Drive, Suite 107 Marina Bay MA