Metamorphosis – The Story of the Houston Municipal Courts System Cloud-Rainosek & Associates, LP

Who We Are – Cloud-Rainosek & Associates Business since 1991 Corporations, family owned business, government entities, non-profits and individuals Experts in habitual behaviors and emotional connection Online behavioral assessment Selected Kouzes & Posner – congruent values and views of leadership

City of Houston Municipal Courts Administration Department Sahira Abdool, Director and Chief Clerk, City of Houston Municipal Courts Administration Sahira Abdool, Director and Chief Clerk, City of Houston Municipal Courts Administration Appointed by Mayor Bill White – 2007 Appointed by Mayor Bill White – 2007 Increase public confidence and expand access to justice Increase public confidence and expand access to justice Build staff confidence and court efficiency Build staff confidence and court efficiency Improve fiscal accountability Improve fiscal accountability

City of Houston Municipal Courts Administration Department Process 1.4 million violations annually Process 1.4 million violations annually 6,000-8,000 customers daily at 19 courts 6,000-8,000 customers daily at 19 courts Over a $13,000,000 administrative budget Over a $13,000,000 administrative budget More than 300 employees of diverse ethnicity, education, and experience More than 300 employees of diverse ethnicity, education, and experience Approximately $13 million budget Approximately $13 million budget Generates over $70 million in State & City fine payment revenues Generates over $70 million in State & City fine payment revenues Open 24/7 Open 24/7

City of Houston Municipal Courts Administration Department Employee surveys showed: Employee surveys showed: Eager for improved communication to and from management Eager for training and career development Eager for recognition Eager for effective management

City of Houston Municipal Courts Administration Video

Process Sahira’s vision: Sahira’s vision: Create an organizational culture and environment that demonstrates progressiveness, professionalism, integrity and advocates a passion for service excellence and high performance. Long term process Long term process Working with City’s budget and staff’s time Working with City’s budget and staff’s time

Process Leadership Ethics Statement and PRIDE values Leadership Ethics Statement and PRIDE values Communication skills program – habitual patterns and blocking behaviors Communication skills program – habitual patterns and blocking behaviors One day LPI program for executives One day LPI program for executives Skill practices regarding communication skills, blocking behaviors and LPI development Skill practices regarding communication skills, blocking behaviors and LPI development Sharing with Observers Sharing with Observers Retest – LPI Retest – LPI Leadership Challenge Workshop Leadership Challenge Workshop

Executives Completed communication skills, habitual behaviors and blocking behaviors Completed communication skills, habitual behaviors and blocking behaviors Completed the one-day LPI and sharings with Observers Completed the one-day LPI and sharings with Observers Completed retest of LPI and sharings with Observers Completed retest of LPI and sharings with Observers Completed Leadership Challenge workshop Completed Leadership Challenge workshop Currently working on development plan and sharing for Observers Currently working on development plan and sharing for Observers Skill practices at each stage Skill practices at each stage Mentoring managers and supervisors Mentoring managers and supervisors

Managers and Supervisors Two groups for the managers and supervisors Two groups for the managers and supervisors First group has completed communication skills, habitual patterns, blocking techniques, LPI and Observer sharings First group has completed communication skills, habitual patterns, blocking techniques, LPI and Observer sharings Second group has completed communication skill, habitual patterns, blocking techniques, LPI and is preparing their Observer sharings Second group has completed communication skill, habitual patterns, blocking techniques, LPI and is preparing their Observer sharings Skill practices in all areas Skill practices in all areas

Bailiffs Completed communication skills, habitual patterns and blocking techniques Daily practice clearings and review one blocking technique Leader has emerged and is mentoring other departments

Lead Clerks Have reorganized court clerk’s job descriptions Lead clerks have now completed an introduction to the communication skills, habitual patterns and blocking techniques Managers and supervisors are facilitating the clerks’ growth and change Leaders are emerging

Habitual Patterns Control Illusion of Politeness Excessive Investment in Work, Projects and Activities Relation to Five Practices – thirty statements

Blocking Behavior Techniques Rationalization/Justification Excuses Changing the Subject “Pick up marbles and go home” Void of feelings Dependency Focus on others Control Judgmental Playing the “devil’s advocate” Hidden agenda Avoidance

Municipal Courts Values Professionalism – Striving for perfection, quality and excellence in our commitment to public service Respect – Respect for Human Dignity and the value of every person Integrity – Honest, Open and Fair in the performance of our duties Diversity – The strength of our Team comes from individuals with different experiences and perspectives Empowerment – Fostering confidence, responsibility and trust

Municipal Courts Leadership Ethics Statement Show respect for my peers, stakeholders, employees and citizens through acknowledgment, listening, communication and tolerance. I will make every effort to honor the feelings and perspectives of these parties. Practice confidentiality in all my interactions with my staff and my colleagues, thereby demonstrating respect for each individual, myself and the Organization. Be responsible and accountable for my actions. I recognize that my accountability includes fiscal responsibility, time and resource management, maintaining accurate court records, and compliance with all State, City and Departmental policies. Utilize communication as a two-way process for problem solving. If I have a concern about another individual, I will make every effort to speak directly with that person one-on-one to work toward a resolution. I will avoid using third-party communication to confront issues or resolve problems.

Municipal Courts Leadership Ethics Statement Promote continuous improvement through assessing my skills and my staff’s skills, enhancing the business processes, training staff and recognizing the contributions of my staff. I will reward my staff appropriately, as well as praise them publicly. Lead by example by demonstrating Integrity, a positive attitude, fairness and honesty. I will strive to encourage my peers and fellow employees to adopt the same commitment. Foster a productive, vigorous, high-spirited and fun team environment for our colleagues and external partners. Promote personal empowerment by providing challenging assignments, the freedom to make decisions and the opportunity to learn through growth. While encouraging empowerment I will hold myself and others to a high standard of accountability.

Skill Practice Blocking Behavior Techniques Handout – select the behavior that fits the scenario Blocking Behavior Techniques Handout – select the behavior that fits the scenario Five Practices and Commitments Handout - determine which practice the scenario impacts Five Practices and Commitments Handout - determine which practice the scenario impacts Municipal Courts Values and Leadership Ethics Statement Handout – apply the value and ethics statement that are not being practiced in the scenario Municipal Courts Values and Leadership Ethics Statement Handout – apply the value and ethics statement that are not being practiced in the scenario

Skill Practice 1. I will explain what prevented me from finishing a project on time. I will provide many pieces of information that “substantiate” my point, and use this information to feel better about missing my deadline.

Skill Practice 2. When I want to control what’s going on around me, I hone in on something my “adversary” ahs said. I ridicule, question, or judge them about their choice of words.

Skill Practice – Answer Scenario 1 Rationalization/Justification, Excuses Rationalization/Justification, Excuses Model the Way: set a personal example; follow through on promises and commitments. Model the Way: set a personal example; follow through on promises and commitments. Professionalism, Integrity, Empowerment Professionalism, Integrity, Empowerment (3) Be responsible and accountable for my actions (3) Be responsible and accountable for my actions

Skill Practice Answer Scenario 2 Focuses on others, Control Focuses on others, Control Enable Others to Act: actively listen to diverse points of view and treat others with respect. Enable Others to Act: actively listen to diverse points of view and treat others with respect. Professionalism, Respect, Empowerment Professionalism, Respect, Empowerment (1) Show respect for my peers, stakeholders, employees and citizens (1) Show respect for my peers, stakeholders, employees and citizens (4) Utilize communication as a two-way process for problem solving (6) Lead by example by demonstrating Integrity, a positive attitude, fairness and honesty

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