Presenter: Jana Haile Associate Director Boston University Financial Assistance THE FAB – 4 Involve, Empower, Improve, & Innovate “…All Together Now!” MASFAA Conference November 4-6, 2009

2 This session will cover: Building a positive, motivated office culture Team Building Quality Management Identifying and removing barriers to effect change Professional Development

3 The FAB - 4: Involve: Talk to Staff!

4 The FAB - 4: Empower: Allow Staff to Participate!

5 The FAB - 4: Improve: Brainstorm with Staff!

66 The FAB - 4: Innovate: Encourage Staff to be Creative!

77 The FAB - 4: “…All Together Now!” = TEAMWORK!

88 Where do you begin? Create a positive office culture that motivates and is receptive to change.

9 Brainstorm! What is your mission? Why does the work we do matter? What isn’t working? What barriers stop you from making changes?

10 Indoctrinate! Interviewing/Hiring Process

11 Feed the Culture! Articulate your vision Keep the culture moving, breathing, changing

12 Key to Success: Positive Thinking Encourage professional development and growth Empower staff to be all they can be!

13 Communicate, Communicate, Communicate Provide Feedback Model Positive Behavior Be Honest! Information is powerful

14 Building the Office Culture The History – “The BU Story”

15 Model of Continuous Feedback Improvement “Lists”

16 Model of Continuous Feedback But…not enough people doing the work

17 Work Styles Understand and appreciate people’s differences Team Building It’s all in the balance!

18 DiSC Personality Assessment D = Dominance: direct, assertive Motivated by New Challenges I = Influence: enthusiastic, optimistic Motivated by Freedom from rules, others to handle details S = Steadiness: patient, consistent Motivated by safety, security and no sudden changes C = Conscientious: cautious, accurate Motivated by high quality standards, precision, structure

19 More Brainstorming! Office Retreat Brainstorm Goals and Challenges Group together similar Goals and Challenges

Create Sub-Committees to problem solve External Relations, “The Outsiders” Publications/Web, “Print Prose” Professional Development, “OFAPD” Non-Traditional Student Services, “The Unusuals” Quality Assurance, “The Watchdogs” Improvement, “Kaizan” Sustainability, “The Green Team” 20

Example of A Big Problem We Solved Communication - Review Meeting Structure - Transparency! 21

All in a Day’s Work Engage Everyone! Part of job responsibility Learn from your mistakes You can’t do everything yourself Creative and Collaborative Office Culture 22

What Outcomes Should You Expect? Retention Motivation Improved Customer Service Transparency Respect and Appreciation of the Process Teamwork Professional Development 23

Remember the FAB - 4! Involve! 24

Remember the FAB - 4! Empower! 25

Remember the FAB - 4! Improve! 26

Remember the FAB - 4! Innovate! 27

Remember the FAB - 4! “…ALL TOGETHER NOW!” 28

29 One Word that describes… What isn’t working in your office? What is one of your goals? AND then… What is one of the barriers (or challenges) that keeps you from making a change or implementing that goal? Brainstorming Activity

Group together similar Goals and Challenges What sub-committees could be formed to solve these problems? 30

Reactions? How do you think the FAB - 4 would work in your office? Questions? 31

Massachusetts Association of Student Financial Aid Administrators Contact Information: Jana Haile Associate Director Boston University Financial Assistance 32