ASQ Milwaukee February 18, 2013

1. ASQ MilwaukeeFebruary 18, 2013 Building Your Reputation as a Quality Leader Presented by: Julie M. Kowalski Of Spizzerinctum Group LLC Spizzerinctum@wi.rr.com 262-993-4883

2. Good leaders are MADE not born! “Leaders aren't born they are made. And they are made just like anything else - through hard work. And that's the price we'll have to pay to achieve that goal, or any goal.” Vince Lombardi Spizzerinctum Group

3. Building Your Reputation as a Quality Leader What makes up a message? Words _____ Tone _____ Non-verbal's _____ 100% When words and non-verbal’s conflict, which do we believe? Spizzerinctum Group 262-993-4883

4. Building Your Reputation as a Quality Leader Using Positive Vocabulary Spizzerinctum Group 262-993-4883

5. Building Your Reputation as a Quality Leader The way in which we consistently communicate over time creates “the climate" of our workplace! Are you building a Supportive or Defensive climate? Spizzerinctum Group

6. Building Your Reputation as a Quality Leader Spizzerinctum Group 262-993-4883

7. Accountability Exactly what is Accountability? Accountability is: Saying what you mean Meaning what you say Doing what you said you would do In short, accountability is taking responsibility for words and actions. Spizzerinctum Group 262-993-4883

8. Accountability Accountability Is . . . • Not punishing people for making mistakes • Not pointing fingers / placing blame • Not a hammer to try to make people perform at higher levels • Not allowing hypocrisy to exist (words and actions) • Eliminating surprises and increasing job satisfaction and performance Spizzerinctum@wi.rr.com 262-993-4883

9. Accountability “Willingness of team members to remind one another when they are not living up to the performance standards of the team.” Patrick Lencioni Peer pressure and distaste of letting down a colleague motivates people more than fear of punishment. Spizzerinctum@wi.rr.com 262-993-4883

10. Accountability Holding People Accountable Why we don’t do it • Fear of…retribution, being disliked, conflict • I don’t know how to do it / what to say • “I think” the expectations were clear • I will be seen as micro-managing • It’s not my job Spizzerinctum Group 262-993-4883

11. Accountability Accountability is SIMPLE S = Set SPECIFIC Expectations I = Invite Commitment M = Measure Progress P = Provide Feedback L= Link to Consequences / Rewards E = Evaluate Effectiveness Spizzerinctum Group 262-993-4883

12. Accountability S = Set SPECIFIC Expectations Don’t assume people know what you want them to do, when you want it done by, and at what level. Ways to Set Specific Expectations • Provide framework, samples, sample layout, content, outline • Include behavior that you want to see and behavior you don’t want to see • Don’t ask “Do you have any questions?” or “Do you understand?” - Ask specific questions • Conduct-mid point check-ins Spizzerinctum Group 262-993-4883

13. Accountability I = Invite Commitment Don’t assume people will automatically do what they should, ask for their commitment! Ways to Invite Commitment • Share how the work will benefit them personally • Share how their work will make a contribution / difference • Ask them how they feel about the work / expectations set • Ask them to verbalize their commitment to completing the expectations on time and in a quality manner Spizzerinctum Group 262-993-4883

14. Accountability M = Measure Progress We all know that if we expect something we have to inspect it! Ways to Measure Progress • Ask for rough drafts / outlines • Set draft deadlines • Set 2-4 objective measures • Ask them to rate themselves on a scale of exceeded, met, or did not meet expectations and to define why they gave that rating • Ask them to share what they would do differently in the future & what you should do differently in the future Spizzerinctum Group 262-993-4883

15. Accountability P = Provide Feedback There is a huge difference between praise/criticism and feedback! Ways to Provide Feedback • Always be specific when providing feedback • Never say “You did a great job” • Include specific examples of what made it great / poor • Include specific examples of what they didn’t do / include • Always focus on the behavior not the person Spizzerinctum Group 262-993-4883

16. Feedback versus Praise / Criticism

17. Accountability L= Link to Consequences / Rewards Sometimes people need a little external motivation to live up to their commitments Ways to Link to Consequences • Do not confuse consequences with punishments. Punishments are those things inflicted on employees that make them pay for their shortcomings and do not contribute to a solution • Consequences / rewards guide and focus behavior and encourage people to take their commitments more seriously • With expectations linked to consequences / rewards announced in advance the employee then chooses (rather than the manager) whether or not they will incur the consequences or reap the rewards Spizzerinctum Group 262-993-4883

18. Accountability E = Evaluate Effectiveness Evaluate YOUR effectiveness Ways to evaluate effectiveness • Were the goals achieved on time and in a quality manner? • Did you provide adequate support? • What should you do differently in the future? Spizzerinctum Group 262-993-4883

19. Differences between a Leader and a Manager Spizzerinctum@wi.rr.com 262-993-4883

20. THANK YOU Thank YOU for allowing me the privilege of spending this time with you! It certainly has been my pleasure! Please do not hesitate to call me if I can be of assistance to you, your company, or a professional organization to which you belong. I would be honored to talk to you. I am always willing to brainstorm, learn, and share with others! Spizzerinctum Group LLC Energy Enthusiasm Success Julie Kowalski 262-993-4883 Spizzerinctum@wi.rr.com Spizzerinctum Group 262-993-4883