Teaching Managers the Hard Work of Soft Skills

1. Teaching Managers the Hard Work of Soft Skills The Evolution of EMPAT a Critical Skills Course for Supervisors at Hospira

2. Overview • Evolution of an Idea • Story of EMPAT • Course Content • Purpose,Goals, Target • Organizational Reaction • Managing Resistance and Misunderstanding • Feedback • Typical Exercise • Question and Answer EMPAT for AOOP

3. We think Primary Prevention Secondary Prevention Tertiary Prevention They think Proactive Reactive Damage Control Organizations and Health (Stephen Heidel MD) EMPAT for AOOP

4. Proactive • Primary Prevention: Performance Appraisal Systems, Career Development, Executive recruitment, Leadership training and development, Strategic planning, Team development, Planning prior to M&A. EMPAT for AOOP

5. Consultant Proactive and Practical Energetic & Optimistic Strategic Focused on Organizational Goals Non psychologically-minded Clinician Supportive, serious Interpretive, reparative Directly & intentionally psychologically- minded Clinician - Consultant Len Sperry EMPAT for AOOP

6. Engagement and Attachment:The Intersection of Two Professions • Employee Engagement • Critical Focus of Employee Relations and Human Resources • Attachment • Integrates our biology and our biography • Implicit overlap EMPAT for AOOP

7. Attachment • Critical Factor in all Psychiatric Work • From the homeless schizophrenic to the CEO • Three Patterns • Seen in children and adults • Secure and two insecure • Powerful Biological Force EMPAT for AOOP

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10. Attachment and work with individuals: • Executives are Dismissive • Misunderstand and dismiss their emotional and interpersonal world • “Compartmentalize” = not integrated • Use structural non-personal solutions for interpersonal challenges • Ignore the powerful impact of their interaction with employees • Spills over into family • Emotionally remote/unavailable on weekends and evenings • Miss critical periods of children’s school and spouses’ careers EMPAT for AOOP

11. Engagement • A commonly used concept to measure the workforce effectiveness • Engagement Defined: If you are engaged you are • In a role that fits your talent, • working to full potential, and • with a manager who cares about you EMPAT for AOOP

12. Employee Engagement • A method to measure employees’ personal investment in their jobs and their employer • Typical questions include items such as: • How likely are you to consider leaving the organization? • Do you have the needed resources? • Do you have a friend at work? (Gallup) • Typical process EMPAT for AOOP

13. Common Engagement Findings: • Fully Engaged Employees • Do their best, constantly learn, feel stretched, take personal satisfaction in their work (Decision wise) • Disengaged employees • Actively look for next job • Look because of supervisor, leave because of money/benefits, etc. EMPAT for AOOP

14. February 15, 2006 EMPAT Effective Managerial Principles And Techniques

15. EMPAT • PURPOSE: Provide the tools and techniques for managers and supervisors to build and maintain strong working relationships with their employees. This will enable managers and supervisors to manifest Hospira’s Vision, Values, and Commitment in the workplace. The Course is designed to facilitate productive, frequent, and motivational dialoguebetween supervisors and employees, and among employees. EMPAT for AOOP

16. EMPAT • GOAL:Course is generally dedicated to equip managers and supervisors with specific techniques and processes in order to foster an open and communicative environment and employee engagement through a truly inclusive leadership approach Specifically: • Improve overall production, execution, and quality • Maintain/increase existing employee commitment EMPAT for AOOP

17. GOAL: (cont.) • Retain quality people in critical positions • Enable managers to feel more competent and confident to meet daily challenges of managing employees in the corporate context • Help managers provide clarity to employees on how/where they fit within the company, thereby increasing loyalty and commitment EMPAT for AOOP

18. WHAT’S UNIQUE ABOUT EMPAT Statistical research indicates clear evidence that issues of employee retention, engagement, turnover, customer satisfaction, and other critical performance factors tie directly to an organization’s bottom line. More specifically, employee retention, employee engagement, productivity, and quality directly relate to the quality of the relationship the employee has with his/her immediate supervisor. The most significant reason employees leave an employer is how they feel about their immediate manager. EMPAT for AOOP

19. WHAT’S UNIQUE ABOUT EMPAT (CONT.) Most managerial training to date focuses on what managers should do, but not on howto do it. In other words, leadership training has not yet gone far enough. Evidence would suggest that other organizations have not yet addressed the leadership challenge at such a critical, fundamental level. The EMPAT Course work is directly related to not only what managers need to do, but more importantly on how to do it. EMPAT recognizes what has traditionally been called "soft skills" are just as impact-full in business results and leadership as the laws of physics are in technical, scientific applications. EMPAT for AOOP

20. DESIRED RESULT: Every employee will perceive that he/she is an important, valued member of the team; will be motivated to achieve high standards of performance and conduct; will experience an open, communicative environment in which he/she feels free to surface ideas, questions, issues, and/or concerns; and Hospira will become an employer of choice. From the supervisor’s perspective, they will overcome what many supervisors experience as the “caution syndrome” in order to feel once again that they are “driving the bus” in terms of running their work groups. EMPAT for AOOP

21. BENEFITS TO HOSPIRA: • High quality products • Superior productivity • Customers feel valued • Low employee turnover rate • Reduced occurrence of violence in the workplace • Significantly low number of EEOC and HRC Charges and Complaints EMPAT for AOOP

22. Mastering truths and techniques of effective communication Demonstrating understanding Basic challenges to communication & inclusion Body language as communication Application of "tough love" approach in workplace The supervisor and reality of power at work The hostile employee Performance feedback meetings Conducting performance counseling sessions Handling passive/aggressive behavior Disruptive employee behavior Preserving self-esteem in the workplace Recognizing opportunities GENERAL TOPICS COVERED EMPAT for AOOP

23. Underlying Lessons/Awareness of the “Laws of Human Nature” There are a number oflearning points combined with what is referred to as “laws of human nature” provided in the Course material. These are intended to serve as reminders of the power of the supervisor’s interaction with each person at work, the criticality of maintaining an awareness that how we say and do things is 90% of what is communicated, and provide ready reference points to guide supervisors through a number of challenging issues and interactions in any given work day. EMPAT for AOOP

24. Example Exercises • Listening to Develop Understanding • Job Interview • Passive Aggressive Employee EMPAT for AOOP

25. PARTICIPANTS EVALUATION OF THE COURSE Statistically: approximately 230 supervisors/managers trained to date in 15 courses across all Hospira: • Virtually every participant said Course will be of help to them in their job • All participants said Course would be of help to all supervisors/managers (many wrote in “at all levels”) • All participants said the dialogues/case histories were realistic and not contrived • Weighted average of participants’ ratings of trainers: 4.75 on a scale of 1 to 5 (5 being the highest rating) on knowledge of subject areas; and 4.4 out of 5 on presentation/delivery EMPAT for AOOP

26. PARTICIPANTS EVALUATION OF THE COURSE Sampling of participants' evaluative comments: • "Showed examples of communication and effective ways of dealing with unpleasant situations" • "I will be aware of my actions and how I am perceived to build an even greater level of respect. I also feel that the "showing understanding" skill will be very useful at work and also in my personal life" • "As a new supervisor, I had no training on this type of material and I feel like I have matured tremendously by being exposed to 'how to effectively manage others, in all aspects of life and not just on the course work I am certified on through college', this was a tremendous learning experience for me" EMPAT for AOOP

27. PARTICIPANTS EVALUATIVE COMMENTS (cont.) • "Good examples and direction on how to address difficult situations (staying on subject, persistent, dodging sidetrack issues)" • "I liked these: “caution syndrome”, comprehensive inclusion, quality of relationships of supervisor and employee, delivery of evaluation - having specifics to support feedback, deal with problems right away" • "General empathic communication techniques (while still) maintaining the managerial role" • "There can't be too much communication, so I'll do more communicating with my team of people" EMPAT for AOOP

28. Sample Exercise A Passive Aggressive Employee

29. Question and Answer EMPAT for AOOP