The Leaders Dilemma: How to Change Behavior Using A Positive Approach Presented by John B. Stevens Participant

Question 1 Changing behavior requires punishment. –A. true –B. false

Question 2 To address a behavior / performance issue you do all of the following except: –A. be consistent –B. act immediately –C. offer Negative comments –D. be objective

Question 3 When addressing behavior, focus on: –A. attitudes –B. other peoples’ observation –C. your observations –D. feelings, what you think happened

Question 4 Your goal is to help someone comply with the rules of the organization. –A. True –B. False

Question 5 An effective approach seeks to: –A. Preserve an employee’s ego, self-respect –B. Treat all employees as adults –C. Motivate employees –D. All of the above

Question 6 There are times when a leader may have to take action to set an example for other employees. –A. True –B. False

When addressing performance issues: A. Maintain or Enhance an individuals Self-Esteem B. Focus on Behavior C. Encourage Participation WHY?

Using a Positive Approach means treating employees as adults, with respect.

“5 steps to improve performance” 1. Describe the performance problem & impact on the organization 2. Ask for employee view of the problem 3. Ask employee for a solution 4. Mutually agree on a plan 5. Schedule a follow up meeting

Skill Steps in detail A. Begin with a relaxed atmosphere B. Praise employee for previous work C. Remind employee of job description D. Describe performance problem / behavior E. Ask for employee viewpoint F. Restate problem (if necessary) G. Deal with excuses H. Ask employee for solution I. Set & get agreement to plan J. Scheduled a follow up meeting K. Indicate your support for employee

MANAGER MANAGER You are a manager in a large organization You are a manager in a large organization Your employee (Amy/Andy) is a good worker, but is reporting late to work Your employee (Amy/Andy) is a good worker, but is reporting late to work This is having an effect on the work and on morale in the work (switchboard) area This is having an effect on the work and on morale in the work (switchboard) area You’ve talked to the employee about this before, two weeks ago You’ve talked to the employee about this before, two weeks ago It’s time to address the issue with Amy/Andy It’s time to address the issue with Amy/Andy

EMPLOYEE You are a good worker You are a good worker You’re having a problem getting your child to day care & getting to work on time You’re having a problem getting your child to day care & getting to work on time You make up you time if your late You make up you time if your late If the manager seems interested in helping you, respond accordingly. If not, act like your not interested If the manager seems interested in helping you, respond accordingly. If not, act like your not interested Be realistic Be realistic

Observer Using your handout, log how the manager uses the 5 skill steps Using your handout, log how the manager uses the 5 skill steps Keep time and wrap up the role play after 3 minutes Keep time and wrap up the role play after 3 minutes Give feedback by sharing your view of how the manager did with the 5 skill steps ~ Give feedback by sharing your view of how the manager did with the 5 skill steps ~

The 5 steps 1. State the problem: Share your positive regard for employeeShare your positive regard for employee Start with what is expected, job descriptionStart with what is expected, job description Be specific about the issueBe specific about the issue Explain the impact of the behavior, performanceExplain the impact of the behavior, performance Give examplesGive examples Be relatively brief (don’t over due it) ~Be relatively brief (don’t over due it) ~

Step 2 2. Ask for employee view of problem  Invite participation  Actively listen  Demonstrate understanding as you respond  Be open to learning something you didn’t already know  Look for potential causes of problem ~

Step 3 3. Invite employee to share a solution  Explore how the solution could work  Ask if there are any reasons the solution might not work  Seek alternatives, give employee an opportunity to identify several solutions  Ask employee how the best solution addresses the cause of the problem ~

Step 4 4. Agree on a plan  Does the plan solve the problem?  Ask employee when he/she will implement the plan  Ask for a commitment from employee  Confirm the plan by reviewing the steps in it ~

Step 5 5. Set follow up meeting / offer support  Express your confidence in employee  Set follow up date to review progress  Determine what you can do to help the employee succeed ~

Planning - use your handout Take some time to capture how you will use what you’ve learned today Take some time to capture how you will use what you’ve learned today Indicate opportunities where you would like to address behavior issues Indicate opportunities where you would like to address behavior issues Note any additional information you may need to gather before addressing a problem Note any additional information you may need to gather before addressing a problem You have 1 minute You have 1 minute

Evaluation Thank you for participating Thank you for participating John B. Stevens John B. Stevens Leadership Summit