GE內(nèi)部核心培訓(xùn)資料《溝通》課件

Manager’s

Communication

ToolkitManager’s

Communication

ToolUnderstandhowcommunicationplaysakeyroleinyoureffectivenessasaleaderandindeliveringbusinessresultsLearnaboutthecommunicationsmodelandhowtoapplyitwithinyourworkteamordepartmentCreateanenvironmentthatfostersopenandhonestcommunicationDevelopmeasurablecommunicationactionplans

thataddressbothbusinessandemployeeneedsPurposeofWorkshop

ConnectingemployeestothebusinessvisionUnderstandhowcommunicationpServiceProfitChainEmployeeSatisfactionEmployeeLoyaltyEmployeeProductivityCustomerSatisfaction/CustomerLoyaltyRevenueGrowthProfitabilityServiceProfitChainEmployeeSOurPeopleOurCustomersOurBusinessCommunicationasaLink

Needtobetterunderstand

whatouremployeessay

andwhattheydoEmployeesarethecriticallinkbetweencustomersandourbusinessOurPeopleOurCustomersOurBusBlackBelt,MasterBlackBeltCorporateAuditStaffMulti-BusinessExperience/ExposureUnique,StretchAssignmentsFinancialAcumenGlobalExperience/CulturalBreadthFunctionalDepthOutstandingCommunicationSkillsAbilitytoAttract/Keep/Develop

GreatTalentPassionateApproachCrisisLeadershipContinuousLearnerSeeksFeedback...AndActsonItLeadershipDevelopment

CapabilityandContributions

Listening,Learning,TeachingSeveralCareer/ExperienceEnhancersSeveralLeadershipEnhancersBlackBelt,MasterBlackBeltWhatisCommunication?WhatisCommunication?DefiningCommunication

LeadersmustviewcommunicationasemployeesdoCommunication:EventorProductManagerViewExamples:E-mailInsideGECEOwebcastAProcessEmployeeViewExamples:

PerformancefeedbackMarketinformationTeamupdatesDefiningCommunication

LeadersWhatisCommunication?

Communicationhastwocoreprocesses:

“Sending”and“Listening”CommunicationisaprocessthatturnsinformationintounderstandingSenderReceiverMessageFeedbackWhatisCommunication?

CommuniCheckingforUnderstanding

Howtocheck/listenforunderstandingAskdirectopenendedquestionsRequestanactionplanorlistofprioritiesSolicitfeedbackontheinitiative/project/requestCheckingforUnderstanding

HowGEBusinessCEOSeniorLeadershipTeamManagersAssociatesMMMMAAAAAAAWemusttakeresponsibilitytoensurethatourmessagesaredeliveredconsistentlyandmeaningfullyCommunicationAsIsGEBusinessSeniorManagersAssocHighSay/HighDo

Open,honestanddirectcommunicationHighSay/HighDo

Open,honestManager’sRole

ManagershavethekeyroleincommunicationMostof

whatemployeeswanttoknow

ishowkeymessagesandmarketplaceissuesaffect

theirjobsCompanymessages10%Business-specificmessages20%Howkeymessagesandmarketplaceissuesaffectmyjob70%Manager’sRole

ManagershavetManager’sRoleFacilitator

of

UnderstandingSource

ofInformationEmployeesdon’twantMOREcommunication...theywantunderstandingofhowkeymessagesrelatetotheirjobsManager’sRoleFacilitator

of

Jobresponsibilities1Whatis

myjob?Howam

Idoing?Feedback,performancereview,coaching2How’s

myunit

doing?Measurements,

regularupdates

frommanager4Whereare

weheaded?Vision,mission,strategy5Commitment6Howcan

Ihelp?Listening,recognition3Does

anyone

care?Source:RogerD’AprixMarketplace-basedBasicknowledgeneedsasemployeesdescribethem:GE’sCommunicationModel

EmployeecommitmentisearnedonlyafterbasicneedsaremetJobresponsibilities1Whatis

HelpteammembersunderstandtheirresponsibilitiesandtalkaboutexpectationsSetagreeduponprioritiesanddeadlinesWherepossible,involveteammembersinplanning,decision-makingandimplementingchangesLinkteammembers’jobresponsibilitiestobusiness

strategyandprioritiesManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetWhatis

myjob?JobResponsibilitiesSource:RogerD’AprixHelpteammembersunderstandtHowam

Idoing?Manager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetPerformancefeedbackProvidefeedback(positiveanddevelopmental)onperformanceTellemployeeswhattheyaredoingrightaswellaswrongDiscussmutualactionsforperformanceimprovementMakefeedbackafrequentandtimelyactivityLearnhowtolisteneffectivelyandhowtocoachpeoplesotheycanimprovetheirperformanceSource:RogerD’AprixHowam

Idoing?Manager’sRole

Source:RogerD’AprixDoes

anyone

care?IndividualneedsTaketimetolistenandtalkhonestlywithemployees;valueandrespectthemWalkthefloorHoldstaffmeetingsinwhichpeoplehavetheopportunitytoexpresstheirideasandconcernsSolicitfeedbackaboutyourownleadershipstyleRecognizeandactonpeople’sideasPracticecommonday-to-daycourtesiesandcivilitiesManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetSource:RogerD’AprixDoes

anyoHow’s

myunit

doing?Workunitobjectives,resultsSharegeneralbusinessinformationonatimelybasisDiscussteamgoalsandhow

theymatchoverallbusinessobjectivesRecognizeteamaccomplishmentsDiscusstheneedforteamperformanceimprovementFindopportunitiestoassembletheteamfordialogueandcelebrationSource:RogerD’AprixManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetHow’s

myunit

doing?WorkunitWhereare

weheaded?Vision/MissionandValuesGainapersonalappreciationandknowledgeofthebusiness’vision,

missionandstrategicdirectionInternalizethecompany’svaluesystemandbehaveaccordinglyShowpersonalconvictionandcommitmenttothevision,mission,strategyRelateworkgroupexperiencetothevision,missionandvaluesandhelpkeeppeoplefocusedBepresenttotheworkforceinwaysthatmakethemfeeltheyarebeingledbysomeonewhounderstandsandcaresSource:RogerD’AprixManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetWhereare

weheaded?Vision/MisHowcan

Ihelp?EmpowermentProvidegenuineopportunities

forinvolvementEmpowerpeopletotaketheinitiative

andmakedecisionswithoutsecondguessingthemSupporttherisktakersevenwhentheymakeamistakeRecognizeandrewardtruecontributionEncourageandsupportcross-functionalcollaborationPromotemutualtrustandcommitmentSource:RogerD’AprixManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetHowcan

Ihelp?EmpowermentProvHowAreWeDoingToday?HowAreWeDoingToday?Measurements,regular

updatesfrommanagerXX%Saymanagerinspireshigh performanceXX%TreatedwithrespectXX%Saythewayweworkis drivenbyGEValuesVision,mission,strategyXX%Saybusinessis

wellrunXX%Saybusinessis

well-positionedforgrowthXX%Saycommunication

inbusinessisopen,honestCommitmentXX%SatisfiedwithGEXX%SayworkgiveschancetoshowwhattheycandoXX%GiventheopportunityforchallengingassignmentsSource:RogerD’AprixMarketplace-basedListening,recognitionXX%Saygoodideasadoptedregardlessofwho/whereXX%SaymanagershowsappreciationXX%RewardedforgoingaboveandbeyondFeedback,performancereview,coaching?XX%Receiveongoingfeedback?XX%Sayworkinghereofferschancetogrowanddevelop?XX%Sayexperience,skillsgainedatGEincreaseopportunitiesJobresponsibilitiesXX%Saytheirjobresponsibilities arecleartothemWhyAreWeHere?VoiceoftheEmployeeHowcan

Ihelp?6Whereare

weheaded?5Howam

Idoing?2How’s

myunit

doing?4Does

anyone

care?31Whatis

myjob?Measurements,regular

updatesDeliveringEffective

Coaching&FeedbackDeliveringEffective

CoachingWhatisCoaching?CoachingisaninteractiveprocessofhelpingothersreachtheirgoalsCoachinginvolvesunlockingaperson’spotentialtomaximizehisorherperformanceWhatisCoaching?CoachingisaWhatCoachingisandisnotCoachingisnot:

DirectingTrainingCorrectiveactionReprimandingMentoringTherapy

Coachingis:FocusedWorkrelatedOnetooneAcontinuousprocess

WhatCoachingisandisnotCoaTheCoachingProcessStrategyAdvocateInquireReflectiveListeningTheCoachingProcessStrategyAdTheCoaching/CommunicationProcessInquire

(Ask)

aboutacoachee’sabilitiesandgoalsusingopenendedquestionsReflect(Listento)thecontentandfeelingofwhatthecoacheeissayingAdvocate(Tell/share)perceptionsandstandardsacoacheeneedstomeet

TheCoaching/CommunicationProFeedbackwillformthebasisforyourdiscussionsFeedbackGAPSSMARTActionPlanningReflectiveListeningAdvocateInquireSOIStrategyFeedbackinCoachingFeedbackwillformthebasisfWhatisFeedbackFeedbackisusedtomakeapersonoragroupawareofabehavioryouseeandhowthatbehaviorisaffectingcustomers,thebusiness,theteamoryouFeedbackisakeystepinmovingthroughthecoachingprocessWhatisFeedbackFeedbackisusAftercompletionofaproject/initiativeWhenbehaviorpatternsemergePeriodicprogressreviews/updatesInformalluncheons/discussionsInterimcoachingEMS/annualperformancereviewWhentogivefeedback…DeliveringFeedbackAftercompletionofaproject/Self-FeedbackMotivationalFeedbackDevelopmentalFeedbackCoachasks(Inquiry):Whatdoyouthinkwentwell?Whatmightbeimproved?Coachofferspraiseforpositiveactions.REMEMBER:Neverusetheword“but.”Coachofferssuggestionsforfutureimprovement.PresentingFeedbackSelf-FeedbackMotivationalDeveCrisisCommunicationCrisisCommunicationAdifficultperiodofpotentialoractualharmto

employees,ordamagetothecompany'sbrand

orfinancialstability,triggeredbyasuddenevent

orlong-smolderingissueWhileterroristactsfallintothisdefinition,sotoo

dowidespreadITfailuresornaturaldisasters,

amongotherthingsWhatisaCrisis?AdifficultperiodofpotentiaCrisisCommunicationGoals

LeadershipagreementineverystepCrisisCommunicationGoals

LeaMakeitclearthatemployees’safetyisthefirstconcern,ifapplicableDescribefactsandactionsbeingtakenasyouknow

them—tellthemwhatyouknow,whatyoudon’tknow

andwhenyouthinkyou’llknowmore.Thenfollow-up!EnsureyourmessagesareconsistentwithbusinessmessagesCreatearegularforumforemployeestoask/submitquestionsandforyoutoprovideanswersCrisisCommunicationGoalsMakeitclearthatemployees’CreatingACommunicationPlanAssessPlanDoCheckCreatingACommunicationPlanAStrategicCommunicationsProcess

Continuous,IterativeProcessforCommunicationStrategicCommunicationsProceTaskTool-Assessemployeeneeds -Focusgroups -Informaldiscussions -Employeesatisfactionsurvey -EmployeeNeedsAssessment(Toolkit)Assessleader’sattitudes -LeadershipAssessment(Toolkit)

Assessbusinessneeds -BusinessNeedsAssessment(Toolkit)StrategicCommunication

Process

Startbyassessingwhereyouare…

andwhereyouneedtogoAssessTaskTool-AssessemployeeneedEmployeeNeedsAssessmentAssessEmployeeNeedsAssessmentAssesBusinessAssessmentAssessBusinessAssessmentAssessLeadershipAssessmentAssessLeadershipAssessmentAssessStrategicCommunication

ProcessTaskTool-Identitystakeholders -CommunicationsPlanWorksheet(Toolkit)-DevelopKeyMessages -KeyMessageWorksheet(Toolkit)-Selectcommunicationvehicles -EmployeesatisfactionsurveyPlanStrategicCommunication

ProceWhat:ishappeningandwhat’snextWhy:wearedoingthis(marketconditions,competitors,businessneeds)Who:willbeaffected(business,department,individuals)Where:youcangoforinformation&questionsWhen:you’llhearmoreWhatdoesthebusinessneedemployeestohearandwhatdoemployeeswanttohear?KeyMessagesPlanWhat:ishappeningandwhat’sKeymessages

arethosethreetofourpointsyouwantyouraudiencetorememberKeymessagesshoulddriveorsupportbusinessoutcomesKeymessagesshouldbe...simplesupportablehonestconsistentrepetitiveKeymessagesmustbetailored/relevanttostakeholdersDevelopingKeyMessagesPlanKeymessagesarethosethreetCommunicationsPlan

-KeyMessagesPlanDigitizationDigitizationmeans…Thismakesourprocesseseasier,faster,cheaperby…Ourbusinessislookingatdigitizationinthefollowingareas…Thiswillimpactourteamby…Thiswillimpactyourworkby…I’dlikeyouto…Weneedtoconsider…Here’showwe’llprioritize…I’ll…by…Myexpectationsare…Let’sfollowup…CommunicationsPlan

-KeyMesorOne-wayCommunicationPrintVoice-mailE-mailIntranetBulletinboardVideoTwo-wayCommunicationOne-on-onemeetingTeammeetingDepartmentmeetingInformaldiscussionsWebchatHowshouldyoudeliver

themessage?

Themorechangerequired,themore

consistent,two-waycommunicationyou’llneedPlanorOne-wayCommunicationTwo-wayTypesofVehiclesTypeWrittenSamplesE-mailsLettersNewslettersIntranetOnlineChat-Webchat-SametimeUseforBroaddisseminationDocumentationMessagereinforcementImmediateBroaddisseminationMessagereinforcementQ&AInteractionOne-wayCanbeone-wayortwowayVerbalOne-on-onemeetings-Formal-InformalGroupmeetings-Largeorsmall-Skiplevel-Roundtable-WalkthefloorVoicemailInfluencebehavior/attitudesCheckforunderstandingRecognitionFeedback/coachingInfluencebehavior/attitudesCheckforunderstandingRecognitionUrgentrequests/informationData“snippets”Actionto-doTwo-wayTwo-wayOne-wayPlanTypesofVehiclesTypeSamplesUsStrategicCommunication

Process

Ifyoudon’treachasharedunderstanding,

youhavenotcommunicatedTaskTool-Deliverthemessage -Agenda -Meetingchecklist-Checkforunderstanding -Informaldiscussion

-Requestactionplan/prioritylist

-SolicitfeedbackDoStrategicCommunication

ProceTeamMeetingChecklistDoTeamMeetingChecklistDoMessageChecklistDoMessageChecklistDoStrategicCommunicationPlan

AtaGlanceDoStrategicCommunicationPlan

StrategicCommunication

Process

Checktheeffectivenessofyourcommunications…

andadjustyourplanbasedonthefeedback!TaskTool-Assesstheeffectivenessof

individualcommunicationsAssesstheeffectivenessofyouroverallcommunications-Plus/DeltaInformaldiscussionFocusgroupsGEOpinionSurveyAssessmentsPulsesurveysCheckStrategicCommunication

ProceToolsToolsCommunicationsPlanWorksheetWhodo

youneedto

communicateto?YourteamThebusinessIndividualsCustomersBusinessStrategy

Whatisthepurposeor

topictobecovered?SpecificCommunicationorEvent

Whatarethekeymessages

thatyouwanttodriveto

youraudiences?What

vehicles

willyouuseto

distributeyour

messagestoyour

audiences?Modchatemailallhandswebcastone-on-onemtgHowoften

willyou

communicate?weeklymonthlyquarterly

Whatwill

success

looklike?Howwill

youknow

whenyou

getthere?CommunicationsPlanWorksheetW-E-mailfrombiz

leaderTrainingManager’sMinuteMgrcommwebsitePerformancereviewsWhen:

FrequencyManagersAllemployeesDirectreportsHRMsImproveOpenandHonestCommunicationMgrsarethelinkinopenandhonestcommbetweenthebizandemployeesImprovingmgrcommwillincreaseemployeesatisfaction,productivity,anddrivebusinessgoalsCommisacoreleadershipcompetencyBusinesswillusecommmetricsinleadership,mgrperformanceevaluationsHRMs:YoualsowillhelpsupportinitiativeacrossorganizationBusinessiscommitted

toimprovingopenandhonestcommunicationWillusecommmetrics

inleadership,mgrperformanceevaluations-E-mailfrombiz

leaderTrainingPerformancereviews-E-mailfrombiz

leaderTrain-the-trainerPerformancereviews-E-mailfrombiz

leaderAll-employee

broadcastsFocusgroupsProgressupdates-1x1xOngoing-1x1xMonthlyOngoingOngoing-1x1xOngoing-1xBi-monthly1xQuarterlyGEOpinionSurveyFocusgroupsInformalfeedbackRetentionofhi-potentialsGEOpinionSurveyGEOpinionSurveyGEOpinionSurveyWho:

Stakeholder/AudienceWhat:Purpose/Topics/MessagesHow/Where:

Activity/VehiclesMeasurement:

Howwillyouknowifyouweresuccessful?SampleInitiativeCommunicationsPlan-E-mailfrombiz

leaderWhen:SampleCommunicationsCalendarThursdayMondayTuesdayWednesdayFriday5121926September20058-9amdirect

reportstaffmtg8-9amdirect

reportstaffmtg12-1pmskip

levelluncheon12-1pmskip

levelluncheon2-2:30pmdirect

report1on1:

c.janus2-2:30pmdirect

report1on1:

a.cowel8-9:30am-monthly

allhandsmtg9-9:30am-

walkfloor2-2:30pm-

walkfloor4-4:30pm-walk

floor2-2:30pm-walk

floor1-1:30pm-

walkfloor2-2:30pmdirect

report1on1:

b.jones2-2:30pmdirect

report1on1:

r.smithE-mailmonthly

progressreportSampleCommunicationsCalendarGE內(nèi)部核心培訓(xùn)資料《溝通》課件UnderstandwhyandhowstrategiccommunicationplaysakeyroleintheireffectivenessLearnaboutthecommunicationsmodelandhowtoapplyitwiththeirworkteamordepartmentDevelopmeasurablecommunicationactionplansthataddressbothbusinessandemployeeneedsGetstartedwithpracticaltipsandtoolsthatcanbeputtoimmediateuseManager’sCommunicationsToolkitTheToolkitisdesignedtohelp

GEmanagers:UnderstandwhyandhowstrategManager’sGEOSToolkitManager’sGEOSToolkitCreateYourOwnPlanCreateYourOwnPlanWhat’sNext?What’sNext?WhatShouldYouDoNext?PosttheGEOrganizationalCommunicationModel(PieChart)

inyourofficeKeepcopiesoftheCommunicationsPlanningWorksheethandyHaveyouremployeesassesstheircommunicationneedsandconsiderthatfeedbackduringyourplanningDevelopafolderorbinderwhereyoucankeep—andreferto—yourcommunicationtools,planyourcommunicationsandtrackyourprogressDevelopandlaunchyourplan!WhatShouldYouDoNext?PosttYOUare

accountable

foreffectiveemployeecommunicationUnderstand

theimportanceofcommunicationand

takeappropriateaction!Approachcommunication

thesameasother

businessdeliverables:Assess–Plan–Execute–Measure

Remember…

Resultsrequireyourplanning,actionandcommitment.YOUareaccountableforeffectManager’s

Communication

ToolkitManager’s

Communication

ToolUnderstandhowcommunicationplaysakeyroleinyoureffectivenessasaleaderandindeliveringbusinessresultsLearnaboutthecommunicationsmodelandhowtoapplyitwithinyourworkteamordepartmentCreateanenvironmentthatfostersopenandhonestcommunicationDevelopmeasurablecommunicationactionplans

thataddressbothbusinessandemployeeneedsPurposeofWorkshop

ConnectingemployeestothebusinessvisionUnderstandhowcommunicationpServiceProfitChainEmployeeSatisfactionEmployeeLoyaltyEmployeeProductivityCustomerSatisfaction/CustomerLoyaltyRevenueGrowthProfitabilityServiceProfitChainEmployeeSOurPeopleOurCustomersOurBusinessCommunicationasaLink

Needtobetterunderstand

whatouremployeessay

andwhattheydoEmployeesarethecriticallinkbetweencustomersandourbusinessOurPeopleOurCustomersOurBusBlackBelt,MasterBlackBeltCorporateAuditStaffMulti-BusinessExperience/ExposureUnique,StretchAssignmentsFinancialAcumenGlobalExperience/CulturalBreadthFunctionalDepthOutstandingCommunicationSkillsAbilitytoAttract/Keep/Develop

GreatTalentPassionateApproachCrisisLeadershipContinuousLearnerSeeksFeedback...AndActsonItLeadershipDevelopment

CapabilityandContributions

Listening,Learning,TeachingSeveralCareer/ExperienceEnhancersSeveralLeadershipEnhancersBlackBelt,MasterBlackBeltWhatisCommunication?WhatisCommunication?DefiningCommunication

LeadersmustviewcommunicationasemployeesdoCommunication:EventorProductManagerViewExamples:E-mailInsideGECEOwebcastAProcessEmployeeViewExamples:

PerformancefeedbackMarketinformationTeamupdatesDefiningCommunication

LeadersWhatisCommunication?

Communicationhastwocoreprocesses:

“Sending”and“Listening”CommunicationisaprocessthatturnsinformationintounderstandingSenderReceiverMessageFeedbackWhatisCommunication?

CommuniCheckingforUnderstanding

Howtocheck/listenforunderstandingAskdirectopenendedquestionsRequestanactionplanorlistofprioritiesSolicitfeedbackontheinitiative/project/requestCheckingforUnderstanding

HowGEBusinessCEOSeniorLeadershipTeamManagersAssociatesMMMMAAAAAAAWemusttakeresponsibilitytoensurethatourmessagesaredeliveredconsistentlyandmeaningfullyCommunicationAsIsGEBusinessSeniorManagersAssocHighSay/HighDo

Open,honestanddirectcommunicationHighSay/HighDo

Open,honestManager’sRole

ManagershavethekeyroleincommunicationMostof

whatemployeeswanttoknow

ishowkeymessagesandmarketplaceissuesaffect

theirjobsCompanymessages10%Business-specificmessages20%Howkeymessagesandmarketplaceissuesaffectmyjob70%Manager’sRole

ManagershavetManager’sRoleFacilitator

of

UnderstandingSource

ofInformationEmployeesdon’twantMOREcommunication...theywantunderstandingofhowkeymessagesrelatetotheirjobsManager’sRoleFacilitator

of

Jobresponsibilities1Whatis

myjob?Howam

Idoing?Feedback,performancereview,coaching2How’s

myunit

doing?Measurements,

regularupdates

frommanager4Whereare

weheaded?Vision,mission,strategy5Commitment6Howcan

Ihelp?Listening,recognition3Does

anyone

care?Source:RogerD’AprixMarketplace-basedBasicknowledgeneedsasemployeesdescribethem:GE’sCommunicationModel

EmployeecommitmentisearnedonlyafterbasicneedsaremetJobresponsibilities1Whatis

HelpteammembersunderstandtheirresponsibilitiesandtalkaboutexpectationsSetagreeduponprioritiesanddeadlinesWherepossible,involveteammembersinplanning,decision-makingandimplementingchangesLinkteammembers’jobresponsibilitiestobusiness

strategyandprioritiesManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetWhatis

myjob?JobResponsibilitiesSource:RogerD’AprixHelpteammembersunderstandtHowam

Idoing?Manager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetPerformancefeedbackProvidefeedback(positiveanddevelopmental)onperformanceTellemployeeswhattheyaredoingrightaswellaswrongDiscussmutualactionsforperformanceimprovementMakefeedbackafrequentandtimelyactivityLearnhowtolisteneffectivelyandhowtocoachpeoplesotheycanimprovetheirperformanceSource:RogerD’AprixHowam

Idoing?Manager’sRole

Source:RogerD’AprixDoes

anyone

care?IndividualneedsTaketimetolistenandtalkhonestlywithemployees;valueandrespectthemWalkthefloorHoldstaffmeetingsinwhichpeoplehavetheopportunitytoexpresstheirideasandconcernsSolicitfeedbackaboutyourownleadershipstyleRecognizeandactonpeople’sideasPracticecommonday-to-daycourtesiesandcivilitiesManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetSource:RogerD’AprixDoes

anyoHow’s

myunit

doing?Workunitobjectives,resultsSharegeneralbusinessinformationonatimelybasisDiscussteamgoalsandhow

theymatchoverallbusinessobjectivesRecognizeteamaccomplishmentsDiscusstheneedforteamperformanceimprovementFindopportunitiestoassembletheteamfordialogueandcelebrationSource:RogerD’AprixManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetHow’s

myunit

doing?WorkunitWhereare

weheaded?Vision/MissionandValuesGainapersonalappreciationandknowledgeofthebusiness’vision,

missionandstrategicdirectionInternalizethecompany’svaluesystemandbehaveaccordinglyShowpersonalconvictionandcommitmenttothevision,mission,strategyRelateworkgroupexperiencetothevision,missionandvaluesandhelpkeeppeoplefocusedBepresenttotheworkforceinwaysthatmakethemfeeltheyarebeingledbysomeonewhounderstandsandcaresSource:RogerD’AprixManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetWhereare

weheaded?Vision/MisHowcan

Ihelp?EmpowermentProvidegenuineopportunities

forinvolvementEmpowerpeopletotaketheinitiative

andmakedecisionswithoutsecondguessingthemSupporttherisktakersevenwhentheymakeamistakeRecognizeandrewardtruecontributionEncourageandsupportcross-functionalcollaborationPromotemutualtrustandcommitmentSource:RogerD’AprixManager’sRole

EmployeecommitmentisearnedonlyafterbasicneedsaremetHowcan

Ihelp?EmpowermentProvHowAreWeDoingToday?HowAreWeDoingToday?Measurements,regular

updatesfrommanagerXX%Saymanagerinspireshigh performanceXX%TreatedwithrespectXX%Saythewayweworkis drivenbyGEValuesVision,mission,strategyXX%Saybusinessis

wellrunXX%Saybusinessis

well-positionedforgrowthXX%Saycommunication

inbusinessisopen,honestCommitmentXX%SatisfiedwithGEXX%SayworkgiveschancetoshowwhattheycandoXX%GiventheopportunityforchallengingassignmentsSource:RogerD’AprixMarketplace-basedListening,recognitionXX%Saygoodideasadoptedregardlessofwho/whereXX%SaymanagershowsappreciationXX%RewardedforgoingaboveandbeyondFeedback,performancereview,coaching?XX%Receiveongoingfeedback?XX%Sayworkinghereofferschancetogrowanddevelop?XX%Sayexperience,skillsgainedatGEincreaseopportunitiesJobresponsibilitiesXX%Saytheirjobresponsibilities arecleartothemWhyAreWeHere?VoiceoftheEmployeeHowcan

Ihelp?6Whereare

weheaded?5Howam

Idoing?2How’s

myunit

doing?4Does

anyone

care?31Whatis

myjob?Measurements,regular

updatesDeliveringEffective

Coaching&FeedbackDeliveringEffective

CoachingWhatisCoaching?CoachingisaninteractiveprocessofhelpingothersreachtheirgoalsCoachinginvolvesunlockingaperson’spotentialtomaximizehisorherperformanceWhatisCoaching?CoachingisaWhatCoachingisandisnotCoachingisnot:

DirectingTrainingCorrectiveactionReprimandingMentoringTherapy

Coachingis:FocusedWorkrelatedOnetooneAcontinuousprocess

WhatCoachingisandisnotCoaTheCoachingProcessStrategyAdvocateInquireReflectiveListeningTheCoachingProcessStrategyAdTheCoaching/CommunicationProcessInquire

(Ask)

aboutacoachee’sabilitiesandgoalsusingopenendedquestionsReflect(Listento)thecontentandfeelingofwhat