The Dream Team: Managing for Outcomes Presented by: Molly Arnold, Director of Admissions

The Dream Team: Managing for Outcomes Presented by: Molly Arnold, Director of Admissions Illinois State University molly.arnold@illinoisstate.edu Wayne Sigler, Director of Admissions University of Minnesota-Twin Cities w-sigl@umn.edu

Session Themes • Helping managers shift from process-centric to results oriented operations • Helping staff thrive in the Age of Outcomes

Tri-O Management System • In the Age of Outcomes, the Tri-O Management System guides a major organizational and program paradigm transformation • from a process and activity orientation • to one that is focused on consistently achieving the outcomes that stakeholders value and expect

Three of Tri-O’s Seven Components • Tri-O Compass • Outcome-Oriented Mission Statements • Star Tracker

Tri-O Compass Purpose: • Provides clear organizational direction Outcomes: • Gets everyone in an organization moving in the same direction to consistently achieve the outcomes its stakeholders value and expect

A common culture developed through a shared philosophy and values “If you want to build a ship, don’t drum up the (people) to go to the forest to gather wood, saw it, and nail the planks together. Instead, teach them the desire for the sea.” Antoine de Saint-Exuperey (quote slightly modified)

Basic Assumptions of the Tri-O Management System • Tri-O is stakeholder-focused and outcome-oriented • People are a program’s most precious resource • Individuals must produce specific, measureable outcomes

Basic Assumptions of the Tri-O Management System • There must be accountability • The difference between leadership and management, and the importance of both, must be understood • The difference between being efficient and being effective must be understood

Outcome-OrientedMission Statements Purpose: • Describes where an organization is headed and what it plans to accomplish Outcomes: • Identifies the organization’s key stakeholders • Focuses the organization and its people on achieving the outcomes valued and expected by its stakeholders

The Mission Statement’s Purpose “… Mission statement can inspire employees across an organization and remind them of the purpose of the company and each individual’s role in achieving the goal.” Jeffrey Abrahams

U of M Office of Admissions “Consistently hit the numbers by providing “extra-mile” customer service.”

University of MinnesotaDirector of Admissions • Hit the numbers • Lead • Keep people out of the President’s Office • Maintain stakeholder confidence

Tri-O Star Tracker Purpose: • Empowers an organization’s people to stay on track for success Outcomes: • Effective staff development program • Effective, workable staff performance evaluation process

Tri-O Star Tracker Three primary pillars: • Staff selection • Staff performance assessment • Rewarding and recognizing staff

Tri-O Star Tracker • People perform better when the goals and expectations are clear • The discussion about expectations and performance is a year-long activity

Tri-O Management System is positive and achievement-oriented, rather than punitive in nature

Cura Personalis The Latin Phrase cura personalis translates to mean caring for the individual. These are times in which we are challenged to stand together and care for one another.

“Toxic Work” Author Barbara Reinhold, and Director of Career Development at Smith College states, “Managers need to know how to mentor others on taking good care of themselves at work. Otherwise…” • Lower productivity • Inability to meet goals • Cost to employers - $750 per year for each employee

Improving Systems vs. Human Element • In time of downsizing and restructuring, many organizations have been so focused on improving systems, processes, and the bottom line that they forget about the human element in the workplace. • The result is employees who are burdened by fear, distrust, stress, feelings of powerlessness, and lack of hope. • To retain good employees, we must find new ways to regenerate the spirit of creativity, commitment, self-worth, purpose, and even fun in today’s workplaces. • Most importantly, rebuilding employee trust.

Top Three Things EmployeesWant … • Interesting work • Full appreciation for the work they’ve done • Feeling of being “in” on things

Regenerating Spirit: Send Your Employees Care Package by Barbara Glantz • C = Creative Communication • A = Atmosphere and Appreciation for All • R = Respect and Reason for Being • E = Empathy and Enthusiasm

C= Creative Communication Any interaction occurs on two levels: • The Business Level – meeting the external objectives for the interaction • The Human Level – how the receiver feels about the interaction

A = Atmosphere and Appreciation for All “In environments in which human needs are acknowledged and talent and creativity are allowed to flourish, employees give their all.” Charles Garfield

In every interaction, we have the choice to create either a minus, a zero, or a plus experience for that person. Minus – discounting the person, making him/her feel less important than us to our organization Zero – just taking care of business level only Plus – making the person feel special on the human level, often surprising him/her by caring

R = Respect and Reason for Being “Good management is largely a matter of love. Or if you’re uncomfortable with that word, call it caring, because proper management involves caring for people, not manipulating them.” James Autry

E = Empathy and Enthusiasm “Seek first to understand, then to be understood.” Stephen Covey

Mentoring Employees to Take Care of Themselves • Inform employees that the company is about constant growth, change, and people taking responsibility • For not only getting work done, but taking care of themselves in the process

Mentoring Employees…. • Ask employees: • What’s going on in your work right now? • How are you managing the work load? • Are there ways you can be more efficient? • What can I do to help you succeed?

Identify your Power of Support • Work support person • Spiritual support person • Emotional support person • Fun support person • Unconditional support person

Stress addiction • Short-term high that you get from working too hard and that you can get from imposing deadlines on yourself. • It’s just like a drunk…your judgment is terribly impaired and when you have stress-addicted people, they can’t see long-term consequences and they can’t prioritize.

Kill’Em with Kindness * * * * * Thank you for coming Go forth and conquer!!

The Dream Team: Managing for Outcomes Presented by: Molly Arnold, Director of Admissions