American Payroll Association Southeastern PA Chapter September 13, 2013 Thank you for the invite Introduce Self Talk a little bit about CS2 and the process we are going through to create cultural change within our organization Key factor: Patience Key factor: Role Models Key factor: Executive Sponsorship Key Factor: Readiness Short time together: Want to cover a couple of key points Positive Words Statement/question pairs

My paycheck is wrong! Does this happen? How often? From the employee perspective, how is it viewed? -crisis (I need this money right now) -anger -disappointment -distrust From the company perspective, how is it viewed? -no big deal (we will add it to next week) -clerical issue -fix it, but with no real concern for the personal impact

Two Outcomes: Who controls the outcome? What are the potential outcomes? -loss of credibility -change in loyalty -distrust in the company -rumors about the financial well being of company -employee feels that you have cheated them -employee decides to look for another job Or: issue is resolved and employee feels confidence and trust in you and the organization because of the way it was handled

Making a bad situation…..worse! What is wrong with this call? If there is a flip chart available, list out the comments.

The Power of the Statement/Question Pair What makes this so powerful? -using positive words makes the dialog – POSITIVE -the focus is on what can be done, not what was done wrong or what can’t be done -less of an interrogation -friendlier -increases 2-way conversation -prevents people feeling defensive -influences collaboration and cooperation

Making a bad situation….better! What was different about this phone call? What statement/question pairs did you hear? What might the outcome be of this call?

Challenge: I know that I am not supposed to ask you to do this, but my review is tomorrow. I want to make sure that I ask for the right amount of increase. Especially since I know that Suzie plays favorites. I just need to know how much Carol makes an hour. This is a bit over the top, but a great example for having to put together the right statement/question pairs and provide a positive experience. Clearly, you can not give her what she wants. You have to say no.

Questions? Thank you !