1. It’s Not Just About the Horses: How to Bring Out the Best In the People You Work With John J. Martin Dina Parrello

2. Agenda  Introductions / Session Objectives  It’s All About Trust  The ABCs of Great Communication  Finding and Keeping the Best  Wrap –up, Q&A, Sharing

3. Ground Rules  Please turn cell phones off or put them to vibrate  One conversation – want to be sure that we get benefit of everyone’s input  Vegas rules apply

4. Perception - Exercise  You are all scientists, and have discovered new types of plants.  Assignment: classify these plants by putting similar ones into a group, use whatever criteria you want  One person notes your groups, and is ready to explain choices  Debrief

5. Perception is Everything  What others see / feel/ experience is real and true to them.  Perception is built on personal experiences in life – we interpret present events based on past experiences.  Once you know and understand another’s perception, you can either confirm it or try to change it.

6. Trust  What does trust mean to you?  Webster: reliance, position of obligation, place something in somebody’s care  Noun: Firm belief in the reliability, ability, or strength of someone or something.

7. Trust – What Do You Think?  Examples of when someone has built a level of trust with you:  How do you feel?  How do you think they feel?  Examples of when there is no trust or trust is lost:  What happened as a result?  If trust was regained, how long did that take?  Takes a long time to gain and a moment to lose

8. Trust  Impact to how your organization performs  Precedes collaboration and teamwork  Collaboration and teamwork require win/win  Based on openness, honesty, credibility, integrity, respect  Creates commitments  Consistency is key!

9. Building Trust  Lead by example; ask for help  Offer honest feedback and assistance  Appreciate and respect others’ experiences  Focus time and energy on what’s important, not politics or personalities  Be clear on roles and responsibilities  Do what you say you will do and when you can’t, follow up

10. The ABCs of Great Communication  A is for Action  What do you want the person to do?  Are they capable?  Are they ready?  How much do you trust them?  What is your agreement?

11. The ABCs of Great Communication  B is for Behavior  What are your expectations for how you want your staff / volunteers to behave?  How have you communicated your expectations?  How do you give feedback to correct behaviors or recognize the right behaviors?

12. The ABCs of Great Communication  C is for Clarity  How are you sure they have heard your messages?  Do you give your staff a chance to ask questions, or make suggestions and share ideas? Your volunteers?  Are your written and spoken communications effective?  Are you an effective listener?

13. Not Listening Behaviors  Starting with “yes but…..  Denying what is being said  Offering Pity  Defending  Rationalizing

14. Listening  Helps understanding  Encourages information sharing  Enhances and influences  Demonstrates respect and caring

15. Using HEART Principles  Hear me and understand me.  Even if you disagree with me, don’t make me wrong.  Acknowledge my contributions and what I bring to the party.  Remember to look for my good intentions.  Tell me the truth with compassion.

16. Confronting  Set the climate  Ask for time  State your intentions  State your concerns/reservations  State your case  Own your responsibility  Describe behavior being confronted  State impact of behavior

17. Confronting  Listen for Understanding  Give 100% attention  Demonstrate understanding  Negotiate  State expectations  Offer help in change  Describe positive negative consequences

18. Confronting  Make agreements  State agreements reached  Establish follow-up  Share appreciation

19. Hiring the Best Staff  Your knowledge and experience of working with people in this business  Referrals  Marketing to fill jobs  Selling the great experience you offer and why they should be a part of it  Interviewing and Hiring

20. Keeping the Best Staff  Orientation – first impressions critical  Training – connect their previous experience to your needs or “start from scratch.”  Learn by doing  Keep it fun and interesting

21. Getting the Best Volunteers  Know what you want  Where to get great volunteers  Schools / Places of worship  Radio / TV  Over 55 / active seniors  “Animal groups,” civic organizations  Internet / social media  Get to know them, what makes them want to volunteer for you  Current students and families

22. Love ‘em or Lose ‘em - Volunteers  Without the power of the paycheck, you need to keep them coming back  Feedback  Recognition, reward

23. Wrap-Up / Sharing  Thank you for a wonderful opportunity  Questions?  What is one practical thing you will take away from this session?