A Blueprint for The Four C’s of Survival in Today’s Business Environment Critical Skills that Make the Difference!

A Blueprint for The Four C’s of Survival

in Today’s Business Environment

Critical Skills that Make the Difference!

Presented by: Carolyn [email protected]

VALENCIA FACILITY FACTOIDS

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Valencia Facility Factoid #1

This year Valencia College will serve approximately __________ of students.

A – 29,000 students

B – 54,000 students

C – 70,000 students3

Valencia Facility Factoid #2

In July of 2011 Valencia changed it’s name to Valencia College from Valencia Community College because:A – Valencia Community College was hard to fit on signs

B – We wanted to be like other community colleges around the state

C – We starting offering four-year degrees in collaboration with UCF

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Valencia Facility Factoid #3

In February 2007, Valencia’s begin its recycling program. To date Valencia has collected _______ tons of recyclables

A – 297 tonsB – 518 tonsC – 987 tons

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Valencia Facility Factoid #4

Valencia’s total square footage is

A – 867,000B – 1,298,487C – 1,869,909

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Valencia Facility Factoid #5

How many Gold Level LEED Certified Buildings does Valencia have and on what campus?

A – 1 on East CampusB – 3 on West CampusC – 2 on Osceola Campus

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What skills matter most in today’s business world?

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Communication

Critical Thinking

CollaborationCreativity 9

The survey saidAgree/

strongly agreeNeutral Disagree/

strongly disagree

Communication

79% 13% 7%

Critical Thinking

73% 17% 9%

Collaboration 72% 19% 9%Creativity 66% 23% 10%

10Source: AMA Critical Skills Survey 2010

What can you do to close the skill gaps in your organization?

Effective Communication

Synthesize and transmit ideas in written and oral format

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Best Resource

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Crucial Conversations: Tools for Talking When the Stakes are High

By: Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switler

Where Are you Stuck?Poor effortsAwful meetingsDiversity issuesAuthority issuesHigh turnoverPoor teamworkMistrust

Persistently poor qualityOver or Under-ManagingStalled Change EffortLack of InnovationSafety ProblemsFailure to DeliverChronic Overtime

The Law of Crucial Conversation

Anytime you find yourself stuck, there is a crucial conversation

keeping you there.

Identify the crucial conversations that you’re not holding or not holding well, figure out where

you’re going wrong, fix it, and get better at everything

Problem

Solution

&

What is a Crucial Conversation?

Three elementsOpposing opinionsStrong emotionsHigh stakes

We can avoid them

We can face them and handle them poorly

We can face them and handle them well

How do we typically handle crucial conversations?

Costs of Unproductive Crucial Conversations

How this benefits organizations?

Safety Productivity Diversity Quality Innovation Teamwork Change management

What can you do now within the area of communication?

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Critical ThinkingTo make decisions , solve problems, and take actions as appropriate

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The Challenges

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Shallow Deep

What can you do today with the skill of critical thinking?

1 2 3 4 5Ask questions

(Root Cause)

Gather information

(Root Cause)

Assess the options

(Wake)

Test the options

(Wake)

Communicate about the outcomes or changes(Wake)

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What can you do now within the area of critical thinking?

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CollaborationWork effectively with others, including those from diverse groups and with opposing points of view

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Two heads are better

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The Challenges

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3 Steps to Better Collaboration

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WhoHow

Celebrate!

What can you do now within the area of collaboration?

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CreativityTo see what’s not there and make something happen

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DefinitionsCreativity

Innovation

Context Creativity

There is nothing in a caterpillar that tells you it’s going to be a butterfly –

Buckminster Fuller

Real World

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CUSTOMER CENTRICITY

A customer will create the most value for you at about the point you create the most value for

him/her

What would your customers say?

Customer Centricitylong term quality relationships think of you

Why do this?

Repeat Customers

Catering to Customers Different Needs

Quarterly mailing goes out to thirteen million customers in thirteen million versions

Response rates generally 25% to 30%

100 million incremental sales annually

What can you do now with the skill of Creativity?Maximizing the value created by each customer and contact

How are you interacting with your customer?

Goal is to be the one they call/think of no matter what

Quality over quantity The Imagineering Workout by Disney Imagineers

What can you do now within the area of creativity?

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Communication

Critical Thinking

CollaborationCreativity 43

The Four C’s of Survival in Today’s Business

Environment

Critical Skills that Make the Difference!

Presented by: Carolyn [email protected]