“Inspired leadership elevates everything!” Impacts people maximization; employee engagement; sales; customer experience; and retention!
Understanding Self and Others! Leading an intergenerational work force!
Impacts trust, employee engagement, customer experience, sales, and customer retention!
- 4 Generations, with introduction of Plurals who are beginning to enter the workplace
- Generational preferences and values;
- Cognitive maps and filters and why we view the world as we do
- Leadership style preferences shift and what works
- Intergenerational collisions: Workplace challenges and conflict resolution
- Creating common ground
- Developing self-awareness
Developing a Culture of Trust! Integrity and Being Authentic
Impacts trust, employee engagement, customer experience, sales, and customer retention!
- “The Trust Factor”, what it is and why trust is crucial to success in any organization or community today—employee and customer impact.
- In the absence of trust
- Being authentic is about everything you are and do: Are all your voices singing the same song?
- Congruency: from all aspects, including across social media
- Transparency: in communications and otherwise
- Modeling the way—leading by example and people impact
- Commitment and follow through (promise-based-management)
- The intent test
- Integrity and how we treat people, and impact to customer service, sales, customer retention, and people
- Honesty and truthfulness
- Trust “first” to be “trusted”
Empowering People! Giving people a Voice!
Impacts trust, employee engagement, customer experience, sales, and customer retention!
- Inspired leadership elevates everything!
- Three things all people want
- “Motivation” versus “Inspiration”—intrinsic motivation
- Micromanagement impact to trust, engagement, morale, culture, and customer retention.
- Leadership model today
- All people want a voice: In the absence of voice, impact to engagement, morale, customer service, and culture.
- “Do I have an Empowered Culture?” questionnaire, designed to stimulate thought and conversation surrounding workplace realities. (Participants will be given the “Do I Have an Empowered Culture?” questionnaire before this session for review in preparation for discussion.)
“The Power of Ask!”
Impact to trust, employee engagement, customer experience, sales, and customer retention!
- Inclusion
- Validating people as being important
- “I want to know I matter”
- Giving and receiving feedback
- Setting goals and objectives
- Improving team performance
- Effective Leaders today model this…
- Cross-functional team collaboration
- Recognizing and celebrating successes
- Coaching and mentoring how tos
Listening to Understand—Wholehearted listening!
Impacts trust, employee engagement, customer experience, sales, and customer retention!
- Listening to understand is inclusive, respectful, and helps nurture trust;
- Culture as a tornado
- Listening for your turn to speak, is not listening to understand
- The interrupter and ego driven…
- Innovation and creativity impact
- Listening with purpose, compassion, and empathy—others before self
- Consideration of individual communications preferences
- Asking questions and creating understanding
- Eye contact and body language
- Listening to Understand does not mean you have to agree.
- Establishing team expectations: setting goals and accountabilities!
Diversity and Inclusion, with “inclusion” being the operative word!
Impacts trust, employee engagement, customer experience, sales, and customer retention!
- What is Diversity and Inclusion today?
- Why it matters to engagement and performance?
- As a competitive differentiator for any organization or community
- Tolerance and acceptance for individual uniqueness
- I am a culture of one—no two people are alike
- No excuse for mistreatment of people
- This thing called RESPECT
- Managing and leading “colleagues” and “friends”—equity, fairness, and equality!
Communicating to Succeed!
Impacts trust, employee engagement, customer experience, sales, and customer retention!
- VOICE! Do all my “voices” sing the same song? Do all my “voices” tell the same story?
- Face-to-face
- Email, texting, social media and everything else! Digital communications etiquette 101!
- Inclusion
- “Tone” of voice, including digitally
- Digital grenades
- Body language
- Speaking with confidence
- Eye contact: trust, authority, engagement, and empowering
- Are all your voices Respectful?
- Courteous—the please and thank yous…
- Collaborating digitally
- Communications impact to customer trust, sales, retention, and customer service.
Managing Conflict!
- Overcoming fear of conflict
- Coaching and mentoring to employee development, developing relationships, and reducing conflict
- Focus on intergenerational preferences and values and how to coach/mentor, and give feedback.
- Communicating
- Giving AND receiving feedback
- Step-by-step how to manage conflict in the organizational world and in your personal life
Culture! What is it?
Defining “my” culture!
- What is “culture?”
- Communicating culture to employee engagement
- Culture and congruency in culture internally and externally. Does my brand, employee behaviors, customer interaction, and customer messaging speak congruently to the culture and brand image?
- Asking employees to define and develop culture
- Integrating and understanding other cultures
- Fun! Creating fun and camaraderie—important to engagement, developing trust, and reducing stress! Crucial to retaining younger generations as well.
- Establishing team expectations!
