2010 Mfa Central Region.Doc

You Too, Must Lead as an Exercise Professional You Too, Must Lead as an Exercise Professional

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IntroductionIntroduction

Norris Woods Jr. MBA

General Manager

OhioHealth

McConnell Heart Health Campus

Columbus, Ohio

www.ohiohealth.com/mcconnellcenter

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McConnell Heart Health CenterMcConnell Heart Health Center

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McConnell Heart Health CenterMcConnell Heart Health Center

The McConnell Heart Health Center is named in honor of John H. and Peggy J. McConnell for their extraordinary commitment to advancing the care and prevention of heart disease.

John H. McConnell provided the major gift that made the McConnell Center a reality. His vision was to provide a holistic approach to prevention, treatment and rehabilitation of heart disease for the Columbus, Ohio community.

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So why listen to me?So why listen to me?

Promoted to my first leadership position nearly 14 years ago

Excelled at the worlds largest fitness, golf and recreation company

Currently the General Manager of a Medical Fitness Center with $24 million in annually revenues

Did you visit South Beach Miami, FL between 2000 – 2002? I may have showed you the door

I survived 3 of the 5 largest stresses in 30 day period in 2006

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What I believe…What I believe…

You can become the most influential employee in your organization

The best ideas come from employees that work directly with customers

As a group we have remained stagnant in providing innovative ways to push service excellence with customers compared to other industries

The most important employees in any business are those who directly interact with customers

By anticipating internal and external customer demands you can create loyalty

Effective consistent communication from the front line to senior leaders is extremely rare

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What are we going to cover?What are we going to cover?

1. How each employee at a medical fitness center plays a LEADERSHIP role in the center achieving excellence.

2. A basic understanding of the core components of excellent LEADERSHIP communication.

3. How learning to LEAD from where you are can play an important role in your future success.

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LEADERSHIP roleLEADERSHIP role

LEADERSHIP can be defined as the process of social influence in which one person can enlist the aid and support of others in the accomplishment of a common task.

– What doesn’t this definition mention? Age Status Title/Position Experience Gender

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We challenge our employees to demonstrate LEADERSHIP and influence– peers– programs– members– guests– supervisors

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A clinical exercise physiologist during her first annual review expressed she had an interest in a program that partnered cancer and exercise– Female– Two years out of school– Only 12 months of experience at McConnell

Center– Non-supervisor

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Cancer Wellness at the McConnell Heart Health Center


In 2009, we launched a Cancer Wellness program based on a frontline employee LEADERSHIP

Using exercise, education and peer support, our 8-week Cancer Wellness Program empowers cancer patients to improve their quality of life at any given stage of treatment.

Scientific research has proven that exercise is safe and beneficial for those undergoing and following cancer treatments. Exercise is an integral part of the cancer recovery process. Our Cancer Wellness Program consists of 8-weeks of supervised exercise in a group session two days per week, lasting approximately one hour per session.

These sessions will include cardiovascular and strengthening exercises as well as stretching for a total body workout.

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Every great idea the McConnell Heart Health Center has executed since my arrival in 2006 has started from the frontline.

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Results– We have completed 12 eight week sessions– Won our company’s highest award for program

innovation– Local and national media coverage– Conducting research on cancer and exercise– Created additional opportunities for other employees– Increased community awareness of our center to

cancer patients and their caregivers– Additional membership revenue – Speaking opportunities for staff

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Faith is taking the first step even when you don't see the whole staircase.

-Martin Luther King, Jr.

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excellent LEADERSHIP communication


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Communication: the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs.

It’s important to everyone, right?– “You will need to go to the front desk”– “You will need to go to the fitness floor”– “I do not know that is, not my area”– “That is not my job”

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We were able to improve our member retention rate by 4% over two years by empowering our employees to LEAD from where they are.

1.Customers walk away with answers

2.Customers feel smart and empowered

3.Customers are getting the full value of their membership

4.Customer referrals spiked 12%

Customers are not willing to wait on us to get things right

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LEADERSHIP leads to future successLEADERSHIP leads to future success

W.I.I.I.F.M

What is in it for me?

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LEADERSHIP leads to future successLEADERSHIP leads to future success

1. Professional development opportunities

2. Recognized as a content expert

3. You never know who’s looking

4. Gain respect and inspire others

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Thank youThank you

It's never too late to start a journey towards success.

Excuses are not substitutes for inaction.

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Questions & CommentsQuestions & Comments

Norris Woods Jr. MBAGeneral ManagerMcConnell Heart Health CampusColumbus, Ohio

Contact [email protected]@gmail.com

@norriswoods

www.linkedin.com/in/norriswoods

2010 Mfa Central Region.Doc

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