“The Most Effective Competitors in the 21st century will be the organizations that learn to use shared values to harness the emotional energy of people.”

Noel TechyProf. of Org. BehaviorU of Michigan

STRENGTHENING COMMUNITY IN THE

WORKPLACE

OPENING AUTHENTIC COMMUNICATION CREATING PARTNERSHIP IN THE WORKPLACE

OLA SuperConference 2006 Session 1814

APPLICATIONS

• Creating community – bonds • Maximizing employee engagement & ownership• Focusing concerted action & common direction• Lasting conflict resolution

BENEFITS

• Anticipating & remedying employee concerns before they become labour relations problems

• Tapping into the whole team’s collective wisdom & creativity

• Building a sense of employee ownership & full engagement

• Creating enduring solutions to conflict

OPENING

AUTHENTIC

COMMUNICATION

THE PROCESS

1. Meet with staff (peers only)– The Five Focus Questions

2. Record & provide what the staff want to say to Manager

3. Town Hall Meeting– Manager responds personally to all points/issues

4. Town Hall Meeting– 6 month check up

QUESTIONS FOR CONSIDERATION

1. What would we like our Manager to know about us (our needs, expectations) that we feel our Manager doesn’t already know?

2. What are our “hottest”:a) Opportunities missed?b) Obstacles in our way?

3. What are the three things we would change right now, if we had the authority to do so?

QUESTIONS FOR CONSIDERATION cont’d

4. What can/should our Manager do to help us:a) Better serve our clients?

b) Better serve ourselves?

5. What are the three things we can do personally and are prepared to commit to now to:

a) Better serve our clients?

b) Better serve ourselves?

CREATING VALUESSeven Criteria

1. Choosing freely2. Choosing from among alternatives3. Choosing after thoughtful consideration of the

consequences of each alternative4. Prizing and cherishing5. Affirming6. Acting upon choices7. Repeating

TIMELINE

OURSELVES OUR WORK OUR COMMUNITY

OUR PLANET

1950

1960

1970

1980

1990

CREATING

PARTNERSHIP

IN THE WORKPLACE

OUR TIME TOGETHER

1. Review – how we got to where we are today2. Where are we now?3. What is our preferred future?4. How will we get there?

VisionValues

5. Our declaration of interdependence planning & acting together

6. How will we sustain the momentum?Long term activitiesValues championsValues review

TEAMWORK & TOGETHERNESS

• Concerns taken to the team for resolution; collective resolution

• No one on the team left alone to “hang out to dry”

• Collective accountability and responsibility

• Willingness to connect with each other (face-to-face, telecon, etc.), even when the issue or case is not one’s direct responsibility

PERSONAL AND PROFESSIONAL RESPECT

• Respect the feelings and experiences of others

• Commit to be punctual (for meetings, work, etc.); shows respect for all team members

• Keep common areas tidy

• Devote your efforts to planned team activities, avoiding interruption

• Each team member has the right to be treated with dignity

• Appreciate and utilize the talents and abilities of others

COURTESY

• Put forth effort to go out of your way to assist others

• Be considerate of others in your own use of language and tone / pitch of voice

• Ask for assistance / help, rather than giving orders or coming across as demanding

• Be conscientious and tactful when interacting with others, always considering their feelings

MARKHAM PUBLIC LIBRARIESSTAFF VALUES

• Respect

• Communication

• Common Focus/Service

• Teamwork

RESPECT

• We will:– Treat others as they would like to be treated.– Actively listen to each other and respond with

courtesy (tone of voice and body language).– Greet, acknowledge each other in a friendly way.– Keep each other informed about our whereabouts,

when it affects others.– Be punctual at all times.– Appreciate and endeavour to utilize each other’s

unique skills, talents and backgrounds.– Demonstrate a positive attitude with each other.

RESPECT cont’d

• We will:– Have patience, wait our turn and not interrupt each

other.– Empathize with and affirm each other’s feelings and

concerns.– Be inclusive, not exclude others (e.g. the common

business language is English). – Keep our shared work areas neat and tidy.– Not be unfairly judgmental.– Allow each other to make mistakes and learn from

them.– Accept and honour our unique individual differences

and the way in which we act out and process the world around us.

COMMUNICATION

• We will:– Be respectful in tone and tactful in communication of

any type.– Share information openly and willingly, where and

when possible.– Communicate with clarity, timeliness, completeness,

and adequate contextual detail to ensure understanding, to the appropriate audience.

– Listen actively and probe for clarity.– Give and receive positive, constructive feedback, for

mutual understanding.– Provide and accept open, honest expression, with no

fear of reprisal.

COMMON FOCUS/SERVICE (We exist to serve our customers)

• We will:– Treat each customer as an MPL customer, first and

foremost – single point of service delivery.– Provide seamless service to customers.– Ensure that all employees and volunteers receive

system focused orientation and training.– Discuss, share and implement best practices across

the system.– Champion the MPL vision.

TEAMWORK

• We will:– Commit to one team working together for the

betterment of the MPL system.– Be collectively supportive and accountable for our

outcomes and achievements.– Help one another, even when it’s not one’s direct

responsibility.– Treat each other as they would like to be treated.– Support one another through all challenges.– Build and nurture relationships within the team.

TEAMWORK cont’d

• We will:– Ensure that team members feel comfortable

expressing their unique opinions.– Take time to have fun and celebrate achievements.– Welcome new members to the team. – Take responsibility for coaching each other and be

open to being coached.– Focus on the similarities rather than the differences

across MPL.

CONTACT US

Catherine Biss, CEO

Markham Public Libraries

Phone: 905-305-5999

E-mail: cbiss@markham.library.on.ca

David Dycke

D.G. Dycke Consulting

Phone: 416-299-5353

Cell: 416-995-6300

E-mail: daviddycke@sympatico.ca