delivering Quality Services in Challenging times

delivering Quality

Services in

Challenging times

Hardwired Yet?New Leaders need not respond

Hang in there…

you have the

tools you

need!

What % HARDWIRED are you What % HARDWIRED are you ((honestlyhonestly) with Employee ) with Employee

Rounding?Rounding?

90% plus

70-89%

50-69%

25-49%

Below 25%

0% 0% 0%0%0%

1. 90% plus

2. 70-89%

3. 50-69%

4. 25-49%

5. Below 25%

What % HARDWIRED are you What % HARDWIRED are you with reviewing Rounding Logs with reviewing Rounding Logs with the person to whom you with the person to whom you

report?report?

90% plus

70-89%

50-69%

25-49%

Below 25%

0% 0% 0%0%0%

1. 90% plus

2. 70-89%

3. 50-69%

4. 25-49%

5. Below 25%

What % HARDWIRED are you What % HARDWIRED are you with using Key Words/AIDET in with using Key Words/AIDET in appropriate communications?appropriate communications?

90% plus

70-89%

50-69%

25-49%

Below 25%

0% 0% 0%0%0%

1. 90% plus

2. 70-89%

3. 50-69%

4. 25-49%

5. Below 25%

What % HARDWIRED are you What % HARDWIRED are you with 90-day H/M/L coaching?with 90-day H/M/L coaching?

90% plus

70-89%

50-69%

25-49%

Below 25%

0% 0% 0%0%0%

1. 90% plus

2. 70-89%

3. 50-69%

4. 25-49%

5. Below 25%

What % HARDWIRED are you What % HARDWIRED are you with Consistent Agenda format with Consistent Agenda format

(wkly or monthly)?(wkly or monthly)?

90% plus

70-89%

50-69%

25-49%

Below 25%

0% 0% 0%0%0%

1. 90% plus

2. 70-89%

3. 50-69%

4. 25-49%

5. Below 25%

What % HARDWIRED are you What % HARDWIRED are you with Personal note recognitions?with Personal note recognitions?

90% plus

70-89%

50-69%

25-49%

Below 25%

0% 0% 0%0%0%

1. 90% plus

2. 70-89%

3. 50-69%

4. 25-49%

5. Below 25%

Which person would you most like to see dance to the hit song… Staying

Alive as made famous by John Travolta?

Jim Fi

sher

Bart Yance

y

Jack

Sanders

Tom Bassler

0% 0%0%0%

1. Jim Fisher

2. Bart Yancey

3. Jack Sanders

4. Tom Bassler

Why is it we always

look for the ‘new’

thing when we have

everything we need…

Rules to Follow in Tough Times

1. Remember it’s Inside-Out!

2. Double your Communications

3. Triple your Praise

4. Re-invest in MUSC Excellence

Testimonials

Survey Rollout

&

Action Plans

Office of CIO – LDI 2 July 15, 2008

Get your Toolkit

Review Your Toolkit

1. Leader’s Agenda for Rollout Meetings with employees

2. Leader Talking Points for brief sharing of results

3. Attendance/Sign in Sheets

4. Copy of PowerPoint Presentation of Results for Univ and Your Area (available on Excellence website)

Review Your Toolkit

5. Detailed copy of Overall Survey Results (handouts)

6. ‘Key Words’ scripts to be used to be used in Rollout Meetings

7. Action Plan template to be completed and given to Dean or Unit Head

8. Evaluation/Report Card to be completed by attendees, sealed and turned into Dean or Unit Head

Breakout

Sessions

What you should have

1. Report of University TOTAL RESULTS

Report of University FACULTY RESULTS

Report of University STAFF RESULTS

2. Report of Your College/Unit TOTAL RESULTS

Breakout Objectives1. Review your College/Unit results as

compared to the total University

2. Identify two areas that you believe need most improvement for next year

3. Prepare all leaders for rolling out these results to all direct reports

4. Prepare to handle tough questions that may be asked

Return @ 11:00 to debrief

Pillar Goals

2009/2010

Breakout Objectives1. Discuss the 2009 Pillars met or

exceeded

2. Identify Pillars not met in 2009

3. Review 2010 University Pillars and begin drafting College/Unit Pillars for 2010 (to be due Oct 30th)

4. Discuss how you will communicate new Pillar Goals to all

Return @ 2:00 to debrief

Linkage Grid