1. Gaining the Commitment of Others

2. AchieveGlobal Canada Operating in Canada since 1964 Research Based Training in: Leadership and Management Development Customer Loyalty Sales Development Customers from Coast to Coast in all industry segments

3. © 2009 AchieveGlobal, Inc. We help Improve Your Organization’s Performance by Helping Your People to: Overall we help Improve Productivity, Engagement, and Morale Customer’s/Markets/Competition Internal Performance Drive Sales Growth Increase Market Penetration Help your Managers, Lead, Day to Day Manage Organizational Change Projects Increase Profit Margins Help Cultures Change or Merge Respond to Competition Deal with Generational Challenges Manage the Customer Experience Create an Innovative Culture Increase Customer Loyalty Develop the People in your Succession Plan

4. © 2009 AchieveGlobal, Inc. Business Realities Radar

5. © 2009 AchieveGlobal, Inc. Performance or Results GAP Systems, processes & infrastructure People’s attitudes, skills & behavior Desired state Current state “Strategy to Results”

6. Successful Transfer of Training BeforeAfterDuring Leadership Trainer Participant Transfer of Training Broad & Newstrom

7. BeforeAfterDuring Trainer Participant 183 249 756 Transfer of Training Broad & Newstrom Successful Transfer of Training Leadership

8. © 2009 AchieveGlobal, Inc. The Change Adoption Continuum Innovator 2.5% Change Agent 13.5% Pragmatist 34% Skeptic 34% Traditionalist 16%

9. The Organization 33% Critical Mass

10. Leadership Signalling How they spend their time How they react to things How they behave What they focus on What they measure What they are seen to reward

11. PermissionLip Service Passionate Lip Service Involved Leadership Integration Results Executive & Management Behavior and Organizational Change

12. Active, enthusiastic executive involvement is the key to reaching Critical Mass Reaching Critical Mass

13. © 2009 AchieveGlobal, Inc. The Main Question is How? How do you get your senior people committed to the change or improvement project but also to their role in the success of the project?

14. © 2009 AchieveGlobal, Inc. AchieveGlobal’s Offer Follow-up Days Mastery Tests Applications Track Measures Project Refreshers Reinforce AchieveGlobal’ s Programs Develop Skills Stellar Implementation Process TM Plan What change are you prepared to commit to? Commit Interviews Focus Groups Job Shadowing Assess

15. © 2009 AchieveGlobal, Inc. New Initiative Implementation Follow-up Activities Applications Track Measures Project Refreshers Reinforce Talent Management Human Resources Information System Compensation Plans Program Application Project Implementation Plan What change are you prepared to commit to? Commit Stakeholder Interviews Focus Groups Job Shadowing Assess

16. © 2009 AchieveGlobal, Inc. The Case for Change or Action: Quantify if You Can SHRM, the Society for Human Resource Management, estimated that it costs $3,500 to replace one $8.00 per hour employee when all costs — recruiting, interviewing, hiring, training, reduced productivity, etc. were considered. SHRM’s estimate was the lowest of 17 nationally respected companies who calculate this cost!

17. © 2009 AchieveGlobal, Inc. Quantify if you Can Other sources provide these estimates: It costs 30-50% of the annual salary of entry-level employees, 150% of middle level employees, and up to 400% for specialized, high level employees!

18. © 2009 AchieveGlobal, Inc. Measures to consider when making the case for action Employee Engagement Union Grievances Health and Safety costs The Benefit of Customer Loyalty The Degree of Market penetration or Market share Reduction in waste and rework Reduction in cycle time How much time is spent in reactive activities or fighting fires? Projects completed on time on budget?

19. © 2009 AchieveGlobal, Inc. Some Examples A 1% increase in customer satisfaction score nets FedEx $100M in additional revenue. Employee engagement of 62% at an organization with a $30M payroll An organization has a 33% CSAT score

20. © 2009 AchieveGlobal, Inc. Some Examples An organization with a net promoter score of 20% An organization with some labour issue daily in a unionized environment The cost of director level managers spending 90% of their time on reactive activities.

21. © 2009 AchieveGlobal, Inc. Measures of Improvement Improvement in Financial Performance Improvement in Image of the Organization Improvement in Operational Performance

22. © 2009 AchieveGlobal, Inc. Hold a Commitment Conversation or Meeting Set out and confirm the case for change or action Define the change in terms of what needs to happen and what resources are required Consider everything else that is happening that is taking up peoples efforts and thinking. Ensure this project is doable given this reality Establish a rough timeline What do the leaders need to do and be seen to be doing Establish a project team even if it is only two people (A operational leader and HR) Decide and commit to specific actions

23. A Successful Implementation I Know I Care I Can It’s Successful Knowledge Skills Reinforcement Leaders demonstrate commitment Value to Learner Clear Vision Compelling reason I Do

24. It’s not permanent Compelling reason Leaders demonstrate commitment Value to Learner Knowledge Skills It’s not urgent Leaders demonstrate commitment Value to Learner Knowledge Skills Clear Vision It’s not important Compelling reason Value to Learner Knowledge Skills Clear Vision It’s not worth it Compelling reason Leaders demonstrate commitment Knowledge Skills Clear Vision It’s not possible Compelling reason Value to Learner Leaders demonstrate commitment Clear Vision It’s not effective Compelling reason Knowledge Skills Value to Learner Leaders demonstrate commitment Clear Vision It’s Successful Knowledge Skills Reinforcement Leaders demonstrate commitment Value to Learner Clear Vision Compelling reason I KnowI CareI CanI Do Reinforcement The Consequences Model

25. © 2009 AchieveGlobal, Inc. In Summary Define the business case and quantify as much as you can Have your own offer for the organization and the leadership team Hold your own commitment meeting. Discuss why the organization is taking this on, how it fits with other priorities and the role of leadership in the success of the implementation. Plan using the consequences model and use sound project management principles Ensure a communication plan is part of the overall plan – before, during and after the project Hold the leaders to their commitment of involvement

26. Thank You