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Work Relationships That Really Work 1
Work Relationships That Really WorkBrett Cooper, President
Brett CooperPresident & Co-FounderIntegris Performance [email protected]
As professionals in animal welfare, we work with a lot of DIFFERENT people.
Work Relationships That Really Work 2
Politics
Silos
Gossip
Negativity
Unhealthy Organization
Trust
Collaboration
Respect
Positive attitudes
Organizational Health
Work Relationships That Really Work 3
How Do We Get Organization Health?
Not Just Any Donut
DiSCEMOTIONAL
INTELLIGENCE
A Healthy Donut!
Work Relationships That Really Work 4
KILL
Why Do We Want Organizational Health?
Org Health Saves Money
11 © 2019
Why Do We Want Organizational Health?
Org Health Increases Employee Engagement
Engagement is a heightened emotional connection that the employee feels for his/her organization, that, in turn, influences him/her to apply additional discretionary effort to his/her work.
12 © 2019
>
& Volunteer
Source: Conference Board
Work Relationships That Really Work 5
King County
Survey ItemYear Over
Year Improvement
There is a spirit of teamwork and cooperation among the members of my work unit.
+33%
Results at King County, Washington State
14 © 2019
KILL
Work Relationships That Really Work 6
Why Do We Want Organizational Health?
-37%
-49%
-49%
-60%
12%
18%
16%
-70% -60% -50% -40% -30% -20% -10% 0% 10% 20% 30%
Absenteeism
Turnover
Safety Incidents
Quality (Defects)
Customer Satisfaction
Productivity
Profitability
-37%
-49%
-49%
-60%
12%
18%
16%
-70% -60% -50% -40% -30% -20% -10% 0% 10% 20% 30%
Absenteeism
Turnover
Safety Incidents
Quality (Defects)
Customer Satisfaction
Productivity
Profitability
16 © 2019
Source: Gallup
Org Health Enables Us to Achieve The Mission
Why Do We Want Organizational Health?
-37%
-49%
-49%
-60%
12%
18%
16%
-70% -60% -50% -40% -30% -20% -10% 0% 10% 20% 30%
Absenteeism
Turnover
Safety Incidents
Quality (Defects)
Customer Satisfaction
Productivity
Profitability
17 © 2019
Source: Gallup
Org Health Enables Us to Achieve The Mission
Survey ItemYear Over
Year Improvement
My work unit works well to solve problems and achieve common goals. +36%
Results at King County, Washington State
18 © 2019
Work Relationships That Really Work 7
Org Health Benefits Everyone
The Certificate in Organizational Leadership
Intentionally Blank
Work Relationships That Really Work 8
Being effective in how we manage ourselves and our relationships with others
DiSCEMOTIONALINTELLIGENCE
The Science of EQ
Self SocialDiSCEMOTIONALINTELLIGENCE
Work Relationships That Really Work 9
DiSCEMOTIONALINTELLIGENCESelf
DiSC EQ Self Awareness
RATE YOURSELF ON A SCALE OF 1 to 5 (Never to Always)
1. I can easily sense when I’m getting angry or frustrated2. I recognize the impact my emotions have on my thoughts and
decisions3. When I'm upset, I’m consciously aware of what's happening to me
on an emotional level (even if I don't end up controlling it)4. I can recognize my emotions as I experience them5. I’m aware of my thought and behavioral patterns, and I am able to
examine them objectively
DiSC EQ Self Awareness
SCORING
• 23 – 25: A Real Strength
• 20 – 22: Effective; With A Little Improvement Could Be A Real Strength
• 15 – 19: Something You Should Work On
• 5 – 14: A Concern You Must Address
Work Relationships That Really Work 10
• Supportive• Accommodating• Humble
• Direct• Results-oriented• Strong-willed
• Analytical• Detailed• Private
• Outgoing• Enthusiastic• Optimistic
QUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
QUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
Dominance Influence
SteadinessConscientiousness
QUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
SD IC
Work Relationships That Really Work 11
DiSC EQ Self Management
RATE YOURSELF ON A SCALE OF 1 to 5 (Never to Always)
1. I refrain from reacting emotionally when I get angry or frustrated
2. I generally keep my disruptive emotions and impulses under control
3. I know how to calm myself down when I feel anxious or upset
4. I can accept critical comments from others without becoming frustrated, angry or dejected
5. I consider the impact of my decisions on other people
DiSC EQ Self Management
SCORING
• 23 – 25: A Real Strength
• 20 – 22: Effective; With A Little Improvement Could Be A Real Strength
• 15 – 19: Something You Should Work On
• 5 – 14: A Concern You Must Address
• 12 years working together
• They have 65% of your business
• Historically good service
• Problems over last 4 months caused delays for your business
• Offered 8% discount on future services
• Small family business
• Owner’s son diagnosed with chronic illness
• The owner has apologized
Without talking, write down the first questionyou would ask the owner.
Working with your vendor, QuikFast
Work Relationships That Really Work 12
Where We Focus
CollaborationSupport
AccuracyResults
Action
Where We Focus
Where I Focus
Work Relationships That Really Work 13
SocialDiSCEMOTIONALINTELLIGENCE
DiSC EQ Social Awareness
RATE YOURSELF ON A SCALE OF 1 to 5 (Never to Always)
1. I sense it when a person’s mood changes
2. I understand why people behave the way they do
3. I know when I am (and am not) “getting through” to someone
4. I am perceptive about the way other people feel
5. I understand and appreciate other people's viewpoints, even when they are different from my own
DiSC EQ Social Awareness
SCORING
• 23 – 25: A Real Strength
• 20 – 22: Effective; With A Little Improvement Could Be A Real Strength
• 15 – 19: Something You Should Work On
• 5 – 14: A Concern You Must Address
Work Relationships That Really Work 14
A Little More Brain Science
Ascending Reticular Activating System
62% BLAME WORKPLACE CONFLICT ON
PERSONALITY & STYLE DIFFERENCES
- CPP Global Human Capital Report
Intentionally Blank
Work Relationships That Really Work 15
DiSC EQ Relationship Management
RATE YOURSELF ON A SCALE OF 1 to 5 (Never to Always)
1. People seem to get what I mean and understand what I'm trying to say
2. When dealing with difficult people, I maintain composure and look for opportunities
3. People tell me I'm a good listener
4. I ask colleagues for feedback on what I do well and how I can improve
5. I actively adjust my communication style depending on who I’m interacting with to match their style and/or pace
DiSC EQ Relationship Management
SCORING
• 23 – 25: A Real Strength
• 20 – 22: Effective; With A Little Improvement Could Be A Real Strength
• 15 – 19: Something You Should Work On
• 5 – 14: A Concern You Must Address
Examples of Emotional Intelligence?
Work Relationships That Really Work 16
S
D I
CQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
How Does The
World See You?
DQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
•Aggressive•Demanding•Bossy•Confrontational
DQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
•Assertive•Ambitious•Strong-Willed•Decisive
Work Relationships That Really Work 17
IQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
• Easily Distracted• Selfish• Sloppy• Impulsive
IQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
•Warm•Enthusiastic•Engaging•Persuasive
SQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
• Resistant to Change• Passive• Slow• Stubborn
Work Relationships That Really Work 18
SQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
• Patient• Predictable• Supportive• Good Listener
CQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
• Critical• Anti-social• Hard to Please • Defensive
CQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
•Detailed•Meticulous•Systematic•Thorough
Work Relationships That Really Work 19
S
D I
CQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
How Does The
World See You?
S
D I
CQUESTIONING& SKEPTICAL
ACCEPTING& WARM
FAST-PACED & OUTSPOKEN
CAUTIOUS & REFLECTIVE
How Do You Want
The World See You?
Work Relationships That Really Work 20
“It gave me a way to start conversations
with people I didn't know.”
- Mike
“I visualize the DiSC wheel and gear my conversation to the style of the
person I’m speaking with. And I use my DiSC knowledge to take
social cues from the interaction.”
- Rachel
“I now recognize that each person brings an individual strength to the team.
I have a new appreciation for contributions which I may not have
previously valued.”
- Kyla
Work Relationships That Really Work 21
“We now onboard new staff with an emphasis on supporting each other,
being open to different ideas and perspectives, and accepting that we
have more than one way to accomplish the good work we do each day.”
- Lisa
Work Relationships That Really Work
The Certificate in Organizational Leadership
https://learning.theaawa.org/certification
[email protected] | IntegrisPA.com | LinkedIn