YOU AND YOUR BOSS Opening Lines of Internal Communication

1. By Jack W. Snook YOU AND YOUR BOSSOpening Lines of Internal Communication Emergency Services Consulting inc.

2. INTRODUCTION • Today it is not unusual for Public Administrators to be terminated, resign, or function in an adverse environment! • Nor is it uncommon for an elected or appointed public official to walk away. • Often this is the result of unclear expectations (by one or more parties), lack of direction, poor communication, or a host of other factors. Emergency Services Consulting inc.

3. What Do We Want to Accomplish? • Talk about what works • Talk about what doesn’t work • Talk about creating success • Discuss avoiding the “ugly stuff” • Provide tools for your tool box Emergency Services Consulting inc.

4. But Remember... • It’s about your situation/environment. • It’s important to understand yours - it may be different than another organization’s! • You can’t simply apply concepts and expect results! • Utilize tools and techniques and fit the approach to your environment. Emergency Services Consulting inc.

5. How do we avoid this situation? • It starts with information and education. (the purpose of this presentation) • We need to take a systematic approach. • It begins way before you take the job. • It’s a “two-way street”! Emergency Services Consulting inc.

6. Our discussion today… • Will offer several approaches, views, and situations • Will provide ideas and information • pouring the foundation for a relationship • the hiring process • keys to a successful relationship • ‘dos and don’ts’ • lessons learned • Will have time for discussion and questions Emergency Services Consulting inc.

7. Pouring the foundation • The hiring process • Analyze the job • job dimensions • skills necessary to be successful • requirements (experience, education, etc.) • attributes based on organization, culture, duties Emergency Services Consulting inc.

8. Pouring the foundation (cont.) • Be thorough • job announcement - information available • contact person? (armed with information) • applications (qualifications, requirements, experience) • background checks • screening, etc. Emergency Services Consulting inc.

9. Pouring the foundation (cont.) • Selecting the process that fits the situation: • executive search • assessment center • interview • other • Negotiations • Personal services agreement • requirements • duties Emergency Services Consulting inc.

10. Pouring the foundation (cont.) • Personal services agreement (cont.) • Performance measurements • quality of work • attendance • job knowledge • accomplishment of pre-determined agenda • initiative • public interaction, etc. Emergency Services Consulting inc.

11. Pouring the foundation (cont.) • Compensation • Benefits • Special Considerations • Dispute resolution provision • Term and renewal provisions • Other Emergency Services Consulting inc.

12. Pouring the foundation (cont.) • Performance measurement criteria? • Strategic plan? • Policies and directives? • Current issues and/or needs? • Priorities? Emergency Services Consulting inc.

13. Keys to success • Pour the foundation • Understand the job • Get “everything” on the table (both parties) • Put it in writing • Require communication and feedback • Work at it! • Resolve differences quickly • Have a plan! Emergency Services Consulting inc.

14. Things That Cause Problems • These things will cause problems: • not having a plan • not knowing what the priorities are • not knowing how we are going to get there • not measuring results • not having or comparing benchmarks • not having objective performance criteria Emergency Services Consulting inc.

15. Officials Should: • Be motivated to serve the public • Be knowledgeable regarding issues • Know their role (policy vs. operations) • Communicate with you and the public • Evaluate results • Hold administrator responsible and accountable • Expect high performance • Recognize and reward excellence Emergency Services Consulting inc.

16. Officials Should: • Be active and participate • Set policy and review results • Ask questions • Help develop vision and strategies • Monitor results • Evaluate performance Emergency Services Consulting inc.

17. Building a Relationship • Emphasize the “WE” • Provide open, honest communication • Have high expectations • Be patient • Expect some mistakes • Build on “synergy” of group Emergency Services Consulting inc.

18. Improving Communication • Board policies • Goals and objectives • Formal meetings • Informal meetings • Proper organization structure Emergency Services Consulting inc.

19. Communications Can never be enough… • Weekly Staff Meetings • Quarterly Video Newsletter • Advisory Groups • Monthly Meeting With Boss • Informal • Individual Interactions • Checking in • Media Contact Notices • Crisis Communications Plan Emergency Services Consulting inc.

20. Why Relationships Deteriorate • Lack of shared purpose, policy, or vision • Failure to support each other • Loss of confidence • Failure to understand roles • Poor listening skills • Wrong focus (personalities vs. ideas, policies, etc.) Emergency Services Consulting inc.

21. The Administrator’s Contribution • Provide timely, accurate information • Make recommendations • Administer the organization • Deliver efficient, effective service • Assume responsibility for organization • Analyze and solve problems • Motivate and lead Emergency Services Consulting inc.

22. Building The Bridge Building Relations Clarify Responsibilities (Admin/Board) • Show interest and show up at community events • Seek to understand local issues/needs • Provide Boss recognition (great, good, bad) • Admit mistakes - Immediately • Implement what they say • Make opportunities - They will come Emergency Services Consulting inc.

23. Protecting The Bridge Watch for mines - “Don’t Lose the Bridge”… • No surprises - Warn ‘em early • Equal treatment and equal information • Create/provide position opportunities • Be honest • Communicate, communicate, communicate • Be accessible, responsible, and show interest • Listen! Emergency Services Consulting inc.

24. Lessons Learned... …some the hard way!!!! Do: • Save the silver bullets for the major things • Don’t fight the public bashing in public • Watch the newspapers for “themes” and “patterns” • Watch the election cycle • Create visibility opportunities with the good stuff • Give credit to other people • Anticipate the issues - Reach out beforehand Emergency Services Consulting inc.

25. Lessons Learned... …some the hard way!!!! Don’t: • Surprise them • Hog the media • Embarrass them • Give one info and not the other • Frame recommendations on perceived politics • Guess for your boss - Give opportunity to say no Emergency Services Consulting inc.

26. Tips To SuccessAdministrator Dealing with Boss • Right things for the right reasons • Prepare - Prepare - Prepare • Communicate, Communicate, Communicate • Warn/advise of issues privately • If you don’t know…..say so! • Share fun stuff - deal with nasty stuff • We’re partners….. Emergency Services Consulting inc.

27. Practice Good Organization C.P.R. • Communications • Processes • Relationships Emergency Services Consulting inc.

28. “Never get into the thick of thin things” Robert Ballard Oceanographer Emergency Services Consulting inc.

29. QUESTIONS AND DISCUSSION Emergency Services Consulting inc.

30. Contact us Headquarters 25200 SW Parkway Ave. Suite 3 lWilsonville, OR 97070 800-757-3724 l503-570-7778 North Carolina 249 Normandy Road l Mooresville, NC 28117 704-660-8027 www.esci.us Emergency Services Consulting inc.