Creating a Positive Work Place ICRC October 20,2016

1. Creating a Positive Work Place ICRC October 20,2016 Julia Pomerenk, University Registrar Washington State University

2. Starting exercises • “Inhale. Exhale.” Janine agenda • “Relax.” Cathy mouth massage • “Grrrrrr!” Tiger stress release • “Make a different choice.” Sheila shoulder softening • “Step away from the wall.” Julia back step • “How fascinating!” Zander stretch

3. The Spirit of leadership:Optimizing creativity & Change in organizations • “We are not negotiating with our enemy— • we are trying to improve our organization.” • Robert Spitzer, Former President of Gonzaga University

4. The Spirit of Leadership • The conscious mind has most of its power when a person • Is refreshed • Has slept well • Is not under stress • Feels good about life • And has a sense of hope and optimism

5. Our valuable work • “We all do better at work if we • regularly have the experience • That what we do matters, • That it is valuable, • And that our presence makes a difference to others.” Kegan and Lahey

6. Our central work • Good leaders make people feel that they’re at the very heart of things, not at the periphery. • Everyone feels that he or she makes a difference to the success of the organization. • When that happens people feel centered and that gives their work meaning. Warren Bennis

7. Expectations

8. “Do a little bit more” • “Just a little bit will make the difference. It will change your life. • It could change the lives • of those around you.” • Hattie Kauffman, CBS news correspondent and author, • convocation address for University of Idaho, August 2016

9. Add Delight to your Work • With delight • as your goal, • how is your • work day-- • and your • work place— • different?

10. Service Skills • Express genuine interest • Offer compliments • Convey authentic enthusiasm • Share unique knowledge • Use appropriate humor • Provide pleasant surprises • Deliver service heroics

11. Everybody can serve • “Everybody can be great . . . • Because everybody can serve. • You don’t have to have a college degree to serve. • You don’t have to make your subject and verb agree to serve. • You only need a heart full of grace. • A soul generated by love.”Martin Luther King, Jr

12. Express genuine interest • Notice and value • Say hello • Ask questions • Anticipate needs • Pay attention to detail • Use names • Say good-bye

13. Give compliments

14. Convey authentic enthusiasm • Be compelling • Be likeable • Be delightful

15. Use appropriate humor“Laughter is an instant vacation.”Milton Berle

16. Provide pleasant surprises • Surprises in the moment • Surprises that are planned • Surprises as follow-up

17. Share unique knowledge • About vocabulary and acronyms • About why we do what we do • When you represent • knowledge, opportunity, • selflessness and intimacy, • you are not just a smart colleague; • you are fun, interesting and valuable.

18. Deliver service heroics • No-fault service heroics • At-fault service heroics

19. Expectations

20. Expect Optimism from everyone Include It in Everyone’s Performance Expectations Outstanding Quality of Work • Demonstrates unusual patience & attentiveness Outstanding Working Relationships • Communicates excellently; easily approachable • Always cooperative; maintains pleasant relationships • Willingly & regularly shares tasks associated with office • Has excellent rapport with others

21. Look at intentions Get it done Get it right Get along Get appreciated From Dealing with People You Can’t Stand: How to Bring Out the Best from People at Their Worst, Rick Brinkman and Rick Kirschner

22. Talk that positive talk • “I’m not good at that, yet.” • Joyce Ehrlinger, PhD, • research with growth mindsets • “Put the best construction on everything.” • Martin Luther, from his explanation of the 6th commandment: “Thou shalt not lie.”

23. Fish philosophy • Play. • Be there. • Choose your attitude. • Make their day. • Be the stream.

24. Play: See problems as puzzles Try out different solutions Fix the problem; don’t fix the blame Remember: It’s not all about you From The Art of Possibility: Transforming Professional and Personal Life, Rosamund Stone Zander and Benjamin Zander

25. Be There: embrace challenges Be visible Accept scrutiny with grace Be available to help; especially when it’s painful Understand the context for the work Max DePree

26. Choose your attitude • “Most people are about as happy as they make up their minds to be.” • Abraham Lincoln

27. Make their day: Give carrots According to the Society for Human Resource Management, 79% of employees who resign state that “perception of not being appreciated” is a key reason to leave. From Managing with Carrots: Using recognition to attract and retain the best people, Adrian Gostick and Chester Elton

28. Difficult situations

29. Be kind • “Oh friends, take • whatever kindness you can find • and be profligate in its expenditure; • It will not drain your limited resources, • I assure you, it will not leave you vulnerable • and unfurled, with only your sweet little claws • to defend yourselves, and your wet little noses, • and your eyes on the ground, and your little feet.” • From “Be Kind,” a poem by Michael Blumenthal

30. How fascinating! • Julia Pomerenk • University Registrar • Washington State University • pomerenk@wsu.edu 509.335.2522