Doug Detling’s summary of three presentations from the IPMA-HR International Training

ConferenceSeattle, October 2010

Employee Engagement

John Christensen, film-maker and coauthor of Fish!Fish! – Pike Place Market

Fish Mongers Understand Engagement

4 simple rules put into practice

Rules 1 and 2

1. Be There Be present in the moment Your Customer is all that

matters at the moment Act based on your awareness

2. Make Their Day Find a special way to connect

with everyone you encounter for no other reason than to brighten their day

Listen more Be interested, not interesting

Pike Place RulesRules 3 and 4

Kevin Carroll, Rules of the Red Rubber Ball

Jerry Brewer, Gloria’s Miracle

3. Play Tap into natural curiosity Turn “brainstorm” into

“playstorm” Be childlike without being

childish

4. Choose Your Attitude No matter what the situation,

take responsibility for consciously choosing how you want to show up in the world

Rodd Wagner, Principal, The Gallup Organization, Coauthor 12: The Elements of Great Managing

More than 10 years ago, Gallup published the results of a million interviews in the 1999 best seller First, Break All the Rules

Nine million interviews later, results of the first study validated, and reviewed in this book (2006)

Gallup now at 17 million interviews

The 12 Elements ®Elements 1-6*

The 12 elements are registered ® to the Gallup Organization

1. Knowing what’s expected2. Having the right materials

and equipment3. Opportunity to do my best4. Recognition and praise5. Someone at work cares about

me as a person6. Someone at work encourages

me

The 12 ElementsElements 7-12 7. My opinions seem to count

8. I have a connection with the mission of the organization

9. My coworkers are committed to doing quality work

10. I have a best friend at work11. Talking about progress12. Opportunities to learn and

grow

“Average” public organization

Answers about the same to question whether

Substantially lower values on 11 out of 12 elements:

“My coworkers are committed to doing quality work.”

Public sector has a long ways to go up

Element 10“I have a best friend at work”

Most controversial statement in survey

Gallup would have dropped it, except for one thing—it predicts performance

It was not the toughest to achieve strongly positive answers.

Less than 1/3 “strongly agree” with the statement, about the same as #4 (recognition and praise) but higher than #7 (“My opinions seem to count”).

Element 10Friendship matters:-Better safety records-Less “shrinkage”-More candid conversations-More committed to the goals of the workgroup

It distinguishes between groups with friendships sufficiently supportive and those having only surface relationships above to stand adversity

In service industries, customer ratings of workgroups with strong Tenth Element levels range 5-10% higher than others, explaining the difference between success and failure in many organizations

Element 10Conclusion “In the battle between

company policy and human nature, human nature always wins.”

Carol Grannis & Cindy MaherLeading Edge Coaching and Development

Reaching Resonance

Managing with Emotional Intelligence

Are you:Stressed –The “pained look”Preoccupied – the Coworker and

the CrackberryClueless and out of touchInauthentic – your coworkers

will know intuitively

Reaching Resonance4 Keys to Successful Organizations and the People in Them

1. Emotional Self awarenessKnowing how to react to stress Impact of your behavior on

others

2. Self managementKeeping disruptive emotions

and impulses under controlDisplaying core values

(honesty, integrity, trustworthiness)

Reaching ResonanceNever tolerate a workplace of dissonance

3. Social awarenessEmpathetic—sensing others emtions,

understanding their perspectives and taking active interest in their concerns

Reading the subtle cues of others—resistance, confusion, acceptance

4. Relationship managementDevelop others--guidance and

feedbackListening to what people are saying

and not sayingBeing completely present.

ResourcesBuckingham, Marcus and Coffman, Curt. First,

Break All the Rules (New York: Simon & Schuster, 1999)

Carroll, Kevin. Rules of the Red Rubber Ball (New York: ESPN, 2005)

Lundin, Stephen C., Paul, Harry, and Christensen, John. Fish! A Remarkable Way to Boost Morale and Improve Results (ePub edition, 2009).

Wagner, Rodd and Harter, James K. 12: The Elements of Great Managing (New York: Gallup Press, 2006)

PresenterThis summary presentation was made to City

of Medford (Oregon) management staff by Human Resources Director Douglas G. Detling, IPMA-CP.

http://www.detling.usdoug.detling@gmail.com