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Tough but Talented Employees: 3 Steps for Better Behavior 6/27/2018 1 People 2.0 | www.people20.com 222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579 Tough but Talented Employees: 3 Steps for Better Behavior Presented by Pamela Jett, CSP www.JettCT.com The ideas presented here are for informational purposes only and are not to be considered legal advice. Sound Familiar? www.JettCT.com 2 3
Transcript of Manage Talented Employees… with ... - Home - People 2.0 › wp-content › uploads › 2018 ›...
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 1
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Tough but Talented Employees:
3 Steps for Better BehaviorPresented by Pamela Jett, CSP
www.JettCT.com
The ideas presented here are for informational purposes only and are not to be considered legal advice.
Sound Familiar?
www.JettCT.com
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Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 2
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Ask Yourself…
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What Price is
Being Paid?How you determine when enough is enough -
regardless of the talent
Start Stop Continue
JettCT.com
Separate Performance
from Attitude
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Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 3
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Separate Performance
from Attitude
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“Can’t Do”
vs.
“Won’t Do”
Get to the
Root of the Problem
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Get to the
Root of the Problem
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• Do I need to learn to be a more effective delegator?
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 4
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Get to the
Root of the Problem
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• Do I need to learn to be a more effective delegator?
• Is training the next step?
Get to the
Root of the Problem
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• Do I need to learn to be a more effective delegator?
• Is training the next step?
• What resources are needed and are they present?
Get to the
Root of the Problem
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• Do I need to learn to be a more effective delegator?
• Is training the next step?
• What resources are needed and are they present?
• Have I looked (asked) for barriers and removed them?
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 5
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Get to the
Root of the Problem
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• Do I need to learn to be a more effective delegator?
• Is training the next step?
• What resources are needed and are they present?
• Have I looked (asked) for barriers and removed them?
• Is job realignment or reassignment the answer?
Get to the
Root of the Problem
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• Do I need to learn to be a more effective delegator?
• Is training the next step?
• What resources are needed and are they present?
• Have I looked (asked) for barriers and removed them?
• Is job realignment or reassignment the answer?
• Is it time for a crucial conversation?
The Leadership Mindset
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Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 6
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Take Your Assessment at
http://www.jettct.com/HCL/(make sure you enter the www)
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3 Ways to Keep Your Core
Staff Motivated
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Be a
Cheerleader
Not a
Fear Leader
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 7
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
3 Ways to Keep Your Core
Staff Motivated
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Stop feeding
carrots to stick
people.
3 Ways
to Keep
Your
Core
Staff
Motivate
d
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Keep the Team on Track -
Despite the Disruption
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Praise in Public
Criticize in Private
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 8
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Discuss Performance and
Behavior Issues
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Behavior
The BCA:
Discuss Performance and
Behavior Issues
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Behavior“I’m concerned. I’ve noticed you’ve come in late a few times this week.”
The BCA:
Discuss Performance and
Behavior Issues
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Behavior“I’m concerned. I’ve noticed you’ve come in late a few times this week.”
Correction/Consequence (optional)
The BCA:
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 9
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Discuss Performance and
Behavior Issues
www.JettCT.com
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Behavior“I’m concerned. I’ve noticed you’ve come in late a few times this week.”
Correction/Consequence (optional)“As a reminder, shift starts at 8:00. Please be on time.”
“If you are late again, you will be written up.”
The BCA:
Discuss Performance and
Behavior Issues
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Behavior“I’m concerned. I’ve noticed you’ve come in late a few times this week.”
Correction/Consequence (optional)“As a reminder, shift starts at 8:00. Please be on time.”
“If you are late again, you will be written up.”
Attitude Check
(open or closed)
The BCA:
Superstar Tip!
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Starter Phrases:I’m concerned
Help me to understand
I’m curious
I’m confused
I need your commitment
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 10
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Superstar Tip!
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Sample Closed-Ended Attitude Checks:Can I count on you for that?
Do I have your commitment?
Is that something you will do?
Have I been clear?
Do I have your cooperation?
Superstar Tip!
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Sample Open-Ended Attitude
Checks:What do you need from me?
How can I assist you with that?
What are your thoughts on this?
What do I need to know about this situation?
Essential Communication
Tactics
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I’m concerned. You’ve been coming into work late recently. Your shift begins at 8:00.
Please be on time (otherwise you will be written up.) Can I count on you for that?
Help me to understand. The Jones report is due on my desk first thing every Wednesday. Lately it’s been
arriving in the afternoon. As a reminder, it is important that report is on my desk on time. What do I need
to know about the situation?
I’ve noticed you’ve been absent frequently this month due to illness.
I will need your doctor’s note by the end of the week or you will be in violation of policy (and will be written
up.) Can you do that?
I’m confused. Last week we had a conversation about your arrival time and you committed to coming to
work on time. Yet you’ve continued to come in late. Shift starts at 8:00 if you are late again you will be
written up (this is your official verbal warning.) Do I have your understanding?
BCA Samples
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 11
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Essential Communication
Tactics
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When is The BCA Most Useful?
When behavior or performance expectations are very clear.
When you want to give a quick “I am aware” warning type
of message.
As a precursor to “formal” discipline.
Discuss Performance and
Behavior Issues
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1. When _______ I _______
The 4-
Step:
Discuss Performance and
Behavior Issues
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The 4-
Step:
1. When _______ I _______
2. Because ______________
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 12
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Discuss Performance and
Behavior Issues
www.JettCT.com
34
The 4-
Step:1. When _______ I _______
2. Because ______________
3. If you ____________
Discuss Performance and
Behavior Issues
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1. When _______ I _______
2. Because ______________
3. If you ____________
4. I’ll ______________
The 4-
Step:
Essential Communication
Tactics
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4-Step Model Samples
When you don’t check out the equipment appropriately I need to file an incident report
because you are in violation of shop policy.
If you’ll follow the appropriate procedures
I won’t have to put incident reports in your file.?
I’ve noticed you’ve been absent frequently this month due to illness.
I will need your doctor’s note by the end of the week
or you will be in violation of policy and will be written up.
Have I been clear?
When bright green paper is left in the printer I get frustrated
because I have to remove it to make one white copy.
If you would remove the green paper when you are done
I would be grateful.
Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 13
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Essential Communication
Tactics
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When is The 4-Step Model Most Useful?
When behavior or performance expectations may be
somewhat flexible or even somewhat unclear.
When you don’t have formal power or authority.
When you don’t want to come on as strong or
as direct as the BCA.
As a precursor to “formal” discipline.
What to Stop Saying During
Disciplinary Conversations
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“It has come to my attention...”
“Sorry”
“I hate to bring this up...”
Superstar Tip!
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Tough but Talented Employees:
3 Steps for Better Behavior
6/27/2018 14
People 2.0 | www.people20.com222 Valley Creek Blvd, Suite 100 Exton, PA 19341| (888) 270-3579
Superstar Tip!
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Start Stop Continue
JettCT.com
Social Network with Pamela Jett!Twitter
YouTube (PamelaMJett)
Instagram (PamelaMJett)
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Check out Pamela’s learning resources available at
www.JettCT.com
Looking for a speaker for an upcoming event?
Contact Pamela at 866 726 5388
