HOW TO BECOME ROLE MODELS Ian Lucas MCMI Tel 711806 email: ianlucas@bpp.com BPP PROFESSIONAL EDUCATION BPP PROFESSIONAL EDUCATION What will we be covering today • What a role model does • The link between values and behaviours • Identifying role model behaviours • How to deliver against behaviours BPP PROFESSIONAL EDUCATION Session Objectives By the end of this session YOU will be able to: • Identify the responsibility of a role model in delivering exceptional organisational performance • Explain the link between organisational values and individual behaviour • Identify specific behaviours in line with organisational values • List the actions required to actively demonstrate role model behaviours BPP PROFESSIONAL EDUCATION 1 Q What makes your organisation unique? BPP PROFESSIONAL EDUCATION What makes your organisation unique? • Employees are increasingly recognised as the ‘key business drivers’ • The ability of the business to add value rests on it’s front-line staff • To succeed, organisations must get the most out of this resource Source: CIPD BPP PROFESSIONAL EDUCATION 75% of business leaders believe that customer experience is the next corporate battleground Source: McKinsey BPP PROFESSIONAL EDUCATION 2 Delivering a customer experience • What they know – knowledge • What they do – actions • How they do it – behaviours BPP PROFESSIONAL EDUCATION What is a Role Model? • Someone who other individuals aspire to be like, either now or in the future • A person who serves as an example, whose behaviours are emulated by others BPP PROFESSIONAL EDUCATION BPP PROFESSIONAL EDUCATION 3 Where have all our role models gone? “Hillsborough cover up” “BBC has lost the public’s trust” “Teacher runs off with pupil age 15” BPP PROFESSIONAL EDUCATION Values versus rules BPP PROFESSIONAL EDUCATION Organisational values A statement of how leaders want their staff to feel and behave Determine how they want customers and the public to experience the company BPP PROFESSIONAL EDUCATION 4 Exercise - your organisation’s values • List your organisation’s values • If you don’t know, what do you think they might be? • Check when you get back! BPP PROFESSIONAL EDUCATION Behaviours (competencies) Are the inputs that lead to the necessary performance (outputs) Provide a common language & common understanding of the actions needed to achieve organisation objectives BPP PROFESSIONAL EDUCATION Exercise – How do Role Models behave? In pairs - list the behaviours of a role model manager/leader • How do you behave? • How do your ‘stars’ behave? BPP PROFESSIONAL EDUCATION 5 Role model Managers/Leaders • Set clear expectations • Identify individual strengths and development areas • Challenge staff to stretch outside their comfort zones • Actively coach and develop staff • Have a solutions focus approach to challenges • Deliver regular praise and developmental feedback BPP PROFESSIONAL EDUCATION Exercise – How do Role Models behave? • Great client relationships / service • Work in pairs to describe observable behaviours • For Senior Managers • Middle Managers • First Line Managers BPP PROFESSIONAL EDUCATION Client service – Senior Manager • Ensures all strategic decisions are taken putting the customer first • Creates initiatives which generate commercial opportunities to maximise profitability for the organisation BPP PROFESSIONAL EDUCATION 6 Client service – Middle Manager • Identifies and drives clear and measureable standards to deliver an exceptional level of client service • Challenges existing client service to guarantee continuous improvement BPP PROFESSIONAL EDUCATION Client Service – first Line Manager • Helps others identify the most appropriate customer solutions • Takes personal responsibility for resolving difficult, controversial or complex issues BPP PROFESSIONAL EDUCATION What happens when you say one thing and do another? BPP PROFESSIONAL EDUCATION 7 What happens when you say one thing and do another? BPP PROFESSIONAL EDUCATION • Quality products and services • Reliable delivery • Customer service and effective follow through • http://www.youtube.com/watch?v=5YGc4zOqozo BPP PROFESSIONAL EDUCATION It doesn’t matter what you tell them the rules are, the real rules are defined by your own actions! BPP PROFESSIONAL EDUCATION 8 The role of HR • Communicate for understanding • Celebrate success • Measure progress • Challenge • And of course – lead by example! BPP PROFESSIONAL EDUCATION Exercise • Practicing values and behaviours in difficult times as well as the good times 1. You have been put under enormous pressure and are feeling extremely stressed 2. You have to make some redundancies • How do you stay true to your ‘role model’ values and behaviours? BPP PROFESSIONAL EDUCATION Exercise 3 – Unhelpful Behaviours Be honest! Identify your behaviours that aren’t role model BPP PROFESSIONAL EDUCATION 9 Exercise - Delivering against Behaviours 1. Identify 2 behaviours you need to develop 2. Decide on 2 replacement behaviours 3. Write down how your team members would know you are using your new behaviours: • What actions would you be taking and when? • What would your team members see and hear? • How would your team members feel? BPP PROFESSIONAL EDUCATION “If you can’t be a good example, then you will just have to be a horrible warning” Catherine Aird BPP PROFESSIONAL EDUCATION Action Plan Action When How will I review this? What I need to stop doing; What I need to start doing: What I need to do more of: Five-day action plan (List three specific actions that you will take over the next five days) 1. 2. 3. BPP PROFESSIONAL EDUCATION 10 THANK YOU Ian Lucas BPP Jersey ianlucas@bpp.com BPP PROFESSIONAL EDUCATION BPP PROFESSIONAL EDUCATION BPP PROFESSIONAL EDUCATION BPP PROFESSIONAL EDUCATION Role Model Consistently leads by example. Acts with integrity, impartiality and independence, balancing organisation and legal parameters. BPP PROFESSIONAL EDUCATION 11