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It’s Not Just About the Horses: How to Bring Out the Best In the People You Work With

It’s Not Just About the Horses: How to Bring Out the Best In the People You Work With. John J. Martin Dina Parrello. Agenda. Introductions / Session Objectives It’s All About Trust The ABCs of Great Communication Finding and Keeping the Best Wrap –up, Q&A, Sharing. Ground Rules.

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It’s Not Just About the Horses: How to Bring Out the Best In the People You Work With

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  1. It’s Not Just About the Horses: How to Bring Out the Best In the People You Work With John J. Martin Dina Parrello

  2. Agenda • Introductions / Session Objectives • It’s All About Trust • The ABCs of Great Communication • Finding and Keeping the Best • Wrap –up, Q&A, Sharing

  3. Ground Rules • Please turn cell phones off or put them to vibrate • One conversation – want to be sure that we get benefit of everyone’s input • Vegas rules apply

  4. Perception - Exercise • You are all scientists, and have discovered new types of plants. • Assignment: classify these plants by putting similar ones into a group, use whatever criteria you want • One person notes your groups, and is ready to explain choices • Debrief

  5. Perception is Everything • What others see / feel/ experience is real and true to them. • Perception is built on personal experiences in life – we interpret present events based on past experiences. • Once you know and understand another’s perception, you can either confirm it or try to change it.

  6. Trust • What does trust mean to you? • Webster: reliance, position of obligation, place something in somebody’s care • Noun: Firm belief in the reliability, ability, or strength of someone or something.

  7. Trust – What Do You Think? • Examples of when someone has built a level of trust with you: • How do you feel? • How do you think they feel? • Examples of when there is no trust or trust is lost: • What happened as a result? • If trust was regained, how long did that take? • Takes a long time to gain and a moment to lose

  8. Trust • Impact to how your organization performs • Precedes collaboration and teamwork • Collaboration and teamwork require win/win • Based on openness, honesty, credibility, integrity, respect • Creates commitments • Consistency is key!

  9. Building Trust • Lead by example; ask for help • Offer honest feedback and assistance • Appreciate and respect others’ experiences • Focus time and energy on what’s important, not politics or personalities • Be clear on roles and responsibilities • Do what you say you will do and when you can’t, follow up

  10. The ABCs of Great Communication • A is for Action • What do you want the person to do? • Are they capable? • Are they ready? • How much do you trust them? • What is your agreement?

  11. The ABCs of Great Communication • B is for Behavior • What are your expectations for how you want your staff / volunteers to behave? • How have you communicated your expectations? • How do you give feedback to correct behaviors or recognize the right behaviors?

  12. The ABCs of Great Communication • C is for Clarity • How are you sure they have heard your messages? • Do you give your staff a chance to ask questions, or make suggestions and share ideas? Your volunteers? • Are your written and spoken communications effective? • Are you an effective listener?

  13. Not Listening Behaviors • Starting with “yes but….. • Denying what is being said • Offering Pity • Defending • Rationalizing

  14. Listening • Helps understanding • Encourages information sharing • Enhances and influences • Demonstrates respect and caring

  15. Using HEART Principles • Hear me and understand me. • Even if you disagree with me, don’t make me wrong. • Acknowledge my contributions and what I bring to the party. • Remember to look for my good intentions. • Tell me the truth with compassion.

  16. Confronting • Set the climate • Ask for time • State your intentions • State your concerns/reservations • State your case • Own your responsibility • Describe behavior being confronted • State impact of behavior

  17. Confronting • Listen for Understanding • Give 100% attention • Demonstrate understanding • Negotiate • State expectations • Offer help in change • Describe positive negative consequences

  18. Confronting • Make agreements • State agreements reached • Establish follow-up • Share appreciation

  19. Hiring the Best Staff • Your knowledge and experience of working with people in this business • Referrals • Marketing to fill jobs • Selling the great experience you offer and why they should be a part of it • Interviewing and Hiring

  20. Keeping the Best Staff • Orientation – first impressions critical • Training – connect their previous experience to your needs or “start from scratch.” • Learn by doing • Keep it fun and interesting

  21. Getting the Best Volunteers • Know what you want • Where to get great volunteers • Schools / Places of worship • Radio / TV • Over 55 / active seniors • “Animal groups,” civic organizations • Internet / social media • Get to know them, what makes them want to volunteer for you • Current students and families

  22. Love ‘em or Lose ‘em - Volunteers • Without the power of the paycheck, you need to keep them coming back • Feedback • Recognition, reward

  23. Wrap-Up / Sharing • Thank you for a wonderful opportunity • Questions? • What is one practical thing you will take away from this session?

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