1. 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

2. 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

3. 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

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

5. 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

6. 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?

7. 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.

8. Questions?
Thank you !