1. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 1

2. 2 Core Training Workshop An introduction to the CODAC leadership system Welcome CODAC LEADERSHIP DEVELOPMENT

3. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 3 Performance Coaching A Key Improver Performance Coaching A Key Working, Together Improver  The Performance Coaching Form  The Reporting Worksheet/Outlook Task Bar  The Monthly Metrics Sheet  The P4MIR Worksheet  The Planning Worksheet  The Meeting Model

4. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 4 Assignment #1 How Do You Manage?

5. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 5 Exercise Here is how I lead and manage my people: (What are the keys to effective leadership and management?) ________________________________________________________ (What tools do you rely on to support your staff in their efforts?) ________________________________________________________ (Other comments) ________________________________________________________

6. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 6 Building a Culture of Accountability Objective. Supportive. Mutual.

7. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 7 Objective Accountability Metrics

8. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 8 Metrics What Gets Measured, Gets Managed and Improved

9. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 9 The TQM Competitive Study  Metrics  Tools  Incentives  Motivation  Environment  Training Source: Handbook of Cost Management Biggest Bang for the Buck

10. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 10 Metrics Inform & Improve Metrics Improvers Improvers Rewards People Processes Plans Principles

11. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 11 To Be Manageable  Metrics must be...  Understood  Accurate  Relevant  Timely  Few  Action-able!  A necessary foundation for accountability

12. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 12 To Drive Improvements  Continuous improvement requires that metrics be...  Linked to people’s rewards  Linked to processes  Aligned with strategy  And, regularly reviewed The “I” in P4-MIR

13. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 13 The Monthly Metrics Worksheet

14. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 14 EXAMPLE Monthly Metrics Worksheet

15. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 15 Supportive Accountability The Working, Together Performance Coaching Practice

16. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 16 Performance Coaching A Key Improver Performance Coaching A Key Working, Together Improver  The Performance Coaching Form  The Reporting Worksheet/Outlook Task Bar  The Monthly Metrics Sheet  The P4MIR Worksheet  The Planning Worksheet  The Meeting Model

17. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 17 The Underlying Principle “ People are key to CODAC’s success and coaching is key to their success” -- W. Mark Clark Candid – Caring – Constructive Communication & Collaboration between Manager & Staff

18. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 18 Coaching Your Team with H.E.A.R.T.™  Honesty  Expectations  Accountability  Respect  Trust

19. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 19 Performance Coaching Model  One meeting per month  One hour per meeting  One on one  Every direct report every month

20. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 20 Performance Coaching will Help You…  Focus on and improve outcomes  Tackle contentious issues  Encourage self appraisal  Give positive feedback  Formalize supervisory support  Integrate forward planning  Work collaboratively to set goals  Motivate staff to develop professionally

21. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 21 Principles  We all want to grow... and do well  An atmosphere of trust is essential  An uphill journey, but crucial  Allow enough time, and be patient  Respect the moment… and the people  No interruptions, on time, scheduled in advance, both parties come prepared, avoid trivial issues  A support meeting, not a disciplinary meeting

22. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 22 Five Crucial Parts to a Performance Coaching Session  Part I: Greeting and Agenda Review  Part II: “How Can I help you?”  Active Listening  Part III: Priority Issues and Smooth Transition into Metrics Review  Part IV: Tools Needed and Commitment for Improvement  Part V: Wrap-up and Scheduling

23. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 23 Part I: Greeting and Agenda Review  Have all materials prepared  Reduce unnecessary interruptions  Comfortable, private space  Create a meaningful agenda  Prioritize if necessary  Relax

24. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 24 Part II: How Can I help You?  General to the specific  Active listening skills  Take good notes  Check for understanding  Identify what you will do  Identify what they will do

25. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 25 Part III: Priority Issues/ Metrics  Identify the priorities  Discuss this priority in the context of their metrics  Identify plans or processes that need to be documented  Review each metric/status/action needed

26. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 26 Part IV: Tools/Improvement  Tools can include training materials, environmental information, and support  Acknowledge what you can/can’t do  What things can they do to improve on: metrics, goals?  Document  Written notes of interaction

27. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 27 Part V: Wrap Up/Scheduling  Review commitments/timelines  Identify issues for next session  Sign off, evaluate, and confirm next session

28. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 28 After the Coaching Session  File paperwork and keep in a secure place  Use Performance Coaching Form and notes to:  Transfer commitments you made into your own Reporting Worksheet/Plans  Ensure you have a way to track on commitments made by employee

29. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 29

30. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 30 Performance Coaching Form Name:_____________________ Meeting Date: _______________ How is everything going? (Identify successes and problem issues)_________________________________________________________________________________ How can I help you do your job better? _________________________________________________________________________________ ____________________________________________________________________________ What are your priority issues? _________________________________________________________________________________ ________________________________________________________________________________ What tools and other assistance do you need with achieving metrics and other goals (i.e., to reduce lag report, increase productivity, improve attendance)? _________________________________________________________________________________ _________________________________________________________________________________ What is your plan for improving (identify areas) over the next month? _________________________________________________________________________________ _________________________________________________________________________________ Reviewed Monthly Metrics? Yes No (Note focus of your review) Used P4MIR Leadership Plan? Yes No (Note where this is filed) Used Staff Reporting Worksheet Yes No (Note focus of your review) Employees Rating of Meeting Value: 1 2 3 4 5 6 7 8 9 10 Poor OK Great Employee Signature: ________________________________________ Supervisor Signature: _______________________________________ Employee Signature: ________________________________________ Supervisor Signature: _______________________________________

31. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 31 EXAMPLE: Performance Coaching Form Name: Joe Smith Meeting Date: 8-24-05 How is everything going? (Identify successes and problem issues) Need assistance with completing metrics for new family support position; feeling overwhelmed with new charting requirements How can I help you do your job better? Would like to schedule time to prioritize tasks for time management and review metrics above. What are your priority issues? Completing metrics, getting charts/documentation up-to-date, finishing degree. What tools and other assistance do you need with achieving metrics and other goals (i.e., to reduce lag report, increase productivity, improve attendance)? Need lap top so that notes could be done more quickly, need office space that is not so loud. What is your plan for improving (identify areas) over the next month? Charts up to date by 9/15/05; more organized-answer e-mails within 24 hours., Reviewed Monthly Metrics? Yes No (Note focus of your review) Used P4MIR Leadership Plan? Yes No (Note where this is filed) Used Staff Reporting Worksheet Yes No (Note focus of your review) Employees Rating of Meeting Value: 1 2 3 4 5 6 7 8 9 10 Poor OK Great Employee Signature: ________________________________________ Supervisor Signature: _______________________________________

32. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 32 Role Play Exercise  Practice a coaching session with your partner  Take notes on Performance Coaching Form  Use P4MIR Worksheet as appropriate to develop improvement plan around the metric

33. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 33 Successful Planning  The Reporting Worksheet/ Outlook Task Bar  The Planning Worksheet  The Staff Meeting Agenda

34. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 34 EXAMPLE: Staff Reporting Worksheet

35. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 35 Staff Reporting Worksheet

36. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 36 Action Planning

37. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 37 Staff Meeting Agenda & Notice Template

38. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 38 Performance Coaching Binder A Quick Walk Through This Essential Resource

39. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 39 The Performance Coaching Binder  Statement from Mark  Quick guide to using P4MIR to drive action & change (red flags & indications)  A separate section for each direct report  Your performance coaching notes (recorded on Performance Coaching forms) from prev. meetings  Their monthly metrics worksheet  Their staff reporting worksheets/Outlook Task Bar  Their job description  Quick guides to each P4MIR element  Including summary, processes, worksheets

40. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 40 Building a Structure for Success

41. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 41 PrinciplesPlansPeopleProcesses Metrics Metrics Improvers ImproversRewards Top P4MIR Execution Ideas into Action… Action into Results Top P4MIR ™ Execution Ideas into Action… Action into Results BrilliantIdea! StrategicInitiative Hot Issue

42. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 42 The Nature of Leadership Vision Strategy Execution Structure

43. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 43 Supporting You … After the workshop

44. © Copyright 2002 - 2003 by CEO Support Systems, Inc. All Rights Reserved. 44 Going Forward…..  Continue Performance coaching sessions with your supervisor  Monthly Metrics developed/reviewed during coaching sessions  Launch/Improve your performance coaching sessions with your direct reports  Schedule observation of coaching with your direct reports  Incorporate more structure into your team meetings.

45. © Copyright 2002-2003 by CEO Support Systems, Inc. All Rights Reserved. 45 Impact Assessment