DH EPL public keynote oct2014

EDMONTON PUBLIC LIBRARY!OCTOBER 2014!

!!

SUNNY GROSSO!COACHING AND CULTURE CHEIF!

TAKE A MOMENT TO THINK…

WHAT ARE YOUR GOALS

IN LIFE ?

TAKE A MOMENT TO THINK…

HAPPINESS

WHEN I GET ________ I WILL BE HAPPY!

OUR BRAINS ARE HARDWIRED TO SEEK HAPPINESS. YET WE’RE SUPERBAD AT PREDICTING WHAT CAN SUSTAIN IT.

LOTTERY WINNERS TERMINALLY INJURED

HAPPINESS HASN’T CHANGED IN 50 YEARS

TEST ME! IF MONEY BUYS HAPPINESS… It SHOULD INCREASE WITH INCOME

HAPPINESS IS DYNAMIC.

HAPPINESS IS DYNAMIC.

1/3 OF OUR LIVES 90,000 HOURS

87% WORLD WORKFORCE

* Gallup State of the Global Workplace 2013

74% US & CANADA

* Gallup State of the Global Workplace 2013

14% ACTIVELY

Gallop 20XX

Gallup 2012

$500B IN

LOSSES :(

Gallop 20XX

Gallup 2012

100 PERSON CO

$225K YR

HOW DOES THAT WORK META ANALYSIS I 263 STUDIES I 192 COMPANIES I 49 INDUSTRIES I 34 COUNTRIES

K

PI’S

AC

RO

SS T

OP

AN

D B

OTT

OM

CO

MPA

NIE

S

*GALLUP

20-50% of your employees will leave this year

It costs 50-150%

of their salary to replace them

THE SYMPTOMS ARE SHOWING

60% more quality defects (Gallup) 49% more safety incidents (Gallup)

THE SYMPTOMS ARE SHOWING

IMAGINE

16% beCer performance (HBR)

19% higher accuracy on tasks (Shawn Achor)

32% more commitment to the org (HBR 2012)

50% increase in produc>vity (Gallup)

33% higher profitability (Gallup)

37% higher sales (Shawn Achor)

44% higher reten>on (Gallup 2007)

46% more sa>sfied with their jobs (HBR)

66% less sick leave (Forbes, Jessica Pryce)

56% higher customer loyalty (HBR)

300% more innova>on (HBR)

PASSIONATE EMPLOYEES 76% WILL CHANGE

WITH INTERVENTION

IMAGINE

STORY OF

LEARNINGS & SECRETS

HOW TO APPLY IT

WHO’S SUNNY FROM DELIVERING HAPPINESS?

HOW DID I GET HERE ?

HOW DID I GET HERE ?

…

COACHING

& CULTURE CHIEF

24 MILLION CUSTOMERS

OH

@#$%

$265M

DOT COM

SF 1999 DOT-COM

35 EMP GROWING

“A WOMAN’S DREAM CLOSET”

…AND GROWING! ZAPPOS WAREHOUSE

“PEOPLE WILL FORGET WHAT YOU SAID, PEOPLE WILL FORGET WHAT YOU DID, BUT PEOPLE WILL NEVER FORGET HOW YOU MADE THEM

FEEL.” — MAYA ANGELOU

FREE SHIPPING I 800# EVERY PAGE I 24HR CALL CENTER I 365 DAY RETURNS

CUSTOMER SERVICE NO.1 PRIORITY

75% REPEAT CUSTOMERS

HOW DO YOU SUSTAIN GREAT CUSTOMER SERVICE?

HAPPY CUSTOMERS

= HAPPY

EMPLOYEES

CULTURE SUSTAINS HAPPINESS

NO.1 PRIORITY

HOW IS CULTURE NO.1 PRIORITY? HIRE, MEASURE, FIRE

5 WEEKS OF TRAINING

$4000 TO QUIT. REALLY!

CULTURE BOOK

1.  Deliver WOW Through Service!2.  Embrace and Drive Change!

3.  Create Fun and a Little Weirdness!4.  Be Adventurous, Creative, and Open-Minded!

5.  Pursue Growth and Learning!6.  Build Open and Honest Relationships With Communication!

7.  Build a Positive Team and Family Spirit!8.  Do More with Less!

9.  Be Passionate and Determined!10.  Be Humble!

ZAPPOS 10 CORE VALUES

GUIDELINES I LIVED I CO-‐OWNED I MEASURED

CORE VALUES HELP DEFINE CULTURE

HAPPINESS AS A BUSINESS MODEL

HAPPY CUSTOMERS

= HAPPY

EMPLOYEES

= SUCCESSFUL COMPANY

& MEANINGFUL LIVES

& HAPPY

SHAREHOLDERS

NOV 2009 AMAZON ACQUIRES ZAPPOS FOR $1.2B

$0 to $2 BILLION IN 10 YRS*

ZAPPOS GROWTH

$3B

FULL PRICE RETAILER I CULTURE #1 PRIORITY

!500,000+ COPIES SOLD! 20+ LANGUAGES!!!

!NO.1 BESTSELLER: !!NYTIMES!

!WSJ!!AMAZON!!BARNES & NOBLE!!BORDERS!

!!!!

!!

WHOA.!

2010

!2010 DELIVERING HAPPINESS BUS TOUR!

WE HEARD FROM AROUND THE WORLD NO MATTER WHAT !BACKGROUND!BELIEFS!CULTURE!!

HAPPINESS

GLOBAL MOVEMENT

100K PEOPLE 100 COUNTRIES

HOW? PCC.

Happier Companies

Happier People

Happier Communities

Happier Companies

Happier People

Happier Communities

250 COMPANIES 30 COUNTRIES

ñ ñ 39% MONTHLY SALES

92% UNPLANNED ABSENCE

Happier Companies

Happier People

Happier Communities

COMPANIES PROFITS, PASSION & PURPOSE

THAT’S GREAT, BUT IT’LL NEVER WORK FOR MY COMPANY!

STORY OF

LEARNINGS & SECRETS

HOW TO APPLY IT

THINK ABOUT YOU FOR A SECOND…

Happier Companies

Happier People

Happier Communities

SUCCESS HAPPINESS

HAPPINESS SUCCESS

1.  I WISH I HAD THE COURAGE TO LIVE A LIFE TRUE TO MYSELF, NOT THE LIFE OTHERS EXPECTED OF ME

2.  I WISH I HADN’T WORKED SO HARD

3.  I WISH I’D HAD THE COURAGE TO EXPRESS MY FEELINGS

4.  I WISH I HAD STAYED IN TOUCH WITH MY FRIENDS

5.  I WISH I HAD LET MYSELF BE HAPPIER

* Bronnie Ware, PalliaXve Care Nurse caring for paXents in last 12 weeks of life

* Bronnie Ware, PalliaXve Care Nurse for paXents in last 12 weeks of life

THE EXPERTS > FAST FORWARD TOP 5 REGRETS IN LIFE

WHAT WILL YOUR EULOGY BE?

FAST FORWARD



…BUT ONLY 10%

HAPPINESS IS PREDETERMINED

*Shawn Achor, The Happiness Advantage

BRAINS PROCESS 40M BITS PER SECOND BUT WE RECEIVE 11M BITS PER SECOND

*informaXon transmission rate of all 5 senses per second

IT’S ABOUT WHAT WE FOCUS ON FOCUS ON NEGATIVE, SEE NEGATIVE

CHANGE YOUR MINDSET, CHANGE YOUR WORLD

OUR BRAINS CAN BE REWIRED FOR HAPPINESS.

UP TO 90% OF HAPPINESS IS HOW OUR BRAINS PROCESS THE WORLD

WHY DO WE GET THIS WRONG?

PSYCHOLOGY

1998

A POSITIVE INTERACTION AT WORK HAS AN EFFECT 5X MORE PRODUCTIVE THAN A NEGATIVE ONE

15 YEARS OF RESERCH HUNDREDS OF STUDIES

HAPPINESS IS SERIOUS BUSINESS

3 TYPES OF HAPPINESS

POP QUIZ. CAN YOU TELL WHICH IS HAPPIER? PLEASURE, SUPERFICIAL UNFAVORABLE GENE EXPRESSION IMMUNE, ANTIVIRAL, INFLAMATORY

PURPOSE, MEANINGFUL ADVERSE GENE EXPRESSION ANTIBODY, ANTIVIRAL, INFLAMATORY

1 “GET THE

CULTURE RIGHT THEN EVERYTHING

ELSE WILL FALL INTO

PLACE”

1

ATMOSPHERE

HAPPY EMPLOYEES

HAPPY CUSTOMERS

= =

SUCCESSFUL

COMPANY

THE FORMULA IS NOT HARD

CULTURE IS THE SECRET SAUCE

GUIDELINES I LIVED I CO-‐OWNED I MEASURED

HMM SOUNDS…

SOFT

MASLOWS HIERARCHY OF HUMAN NEEDS

E

ffect

s of

hap

pine

ss o

n bu

sine

ss

WHY FOCUS ON THE SOFT STUFF

*mean difference between happiest vs least happy workplaces

WHY FOCUS ON THE SOFT STUFF

FOCUS ON THE SOFT STUFF

STORY OF

LEARNINGS & SECRETS

HOW TO APPLY IT

CULTURE IS NOT ABOUT WHAT YOUR VALUES ARE IT’S ALL ABOUT ALIGNMENT

GROWTH

… COMPLEXITY

FREEDOM & AUTONOMY

% HIGH PERFORMING EMPLOYEES

CULTURE IS ABOUT SUSTAINABLY SCALING

GROWTH

… COMPLEXITY

FREEDOM & AU

TONOMY

% HIGH PER

FORMING EM

PLOYEES & H

APPINESS!

CULTURE IS ABOUT SUSTAINABLY SCALING

CULTURE & STRATEGY HIGHEST LOYALTY IN THE INDUSTRY

LOYAL I CANT COPY I RESILIANCE IN HARD TIMES I ‘91 GAS CRISIS

HOW STRONG IS YOUR CULTURE, WOULD PEOPLE STICK WITH YOU IN A CRISIS?

BE INTENTIONAL!

WE ARE ALWAYS EITHER AFFECTING

OR INFECTING OTHERS

CULTURE IS CONTAGIOUS

LET’S TRY!

CULTURE IS ORGANIC BOTTOM UP TOP DOWN FIND YOUR CULTURE CHAMPS

INTEGRITY

COMMUNICATION

RESPECT

EXCELLENCE

CULTURE CAUTION

STORIES SHOW YOUR REAL CULTURE!

WHAT ARE YOUR CULTURE STORIES?

CULTURE TIP

ENCOURAGE DEPTH & NUMBER OF CONNECTIONS

1 MAIN ENTRANCE…

CONNECTEDNESS TIP

CONNECTEDNESS TIP

COLABORATIVE ENVIRONMENT

APPLY THE SCIENCE 4min “lunch Line”

PERSONAL EMOTIONAL CONNECTION

CELEBRATE

BIG TIP

CONNECTEDNESS IS PERSONAL

LET’S TRY!

“Happiness does not come so much from within than it does from between”

Tony Hsieh

CONNECTEDNESS

SENSE of PROGRESS TIP HELP EMPLOYEES FEEL PROGRESS BY SETTING, MEASURING & CELEBRATING GOALS CREATIVELY

PROMOTION

18 Months

PROMOTION

PROMOTION

6 Months

6 Months

6 Months

SENSE of CONTROL TIP START SMALL! THE STRONGER THE CULTURE, MORE THE AUTONOMY.



ESSENTIAL

STRONGEST INTRINSIC MOTIVATOR ZAPPOS = DELIVERING HAPPINESS

PURPOSE IS ESSENTIAL

IF YOU WANT TO BUILD A SHIP,

DON’T DIVIDE THE WORK AND GIVE ORDERS. INSTEAD TEACH THEM TO YEARN FOR THE VAST AND ENDLESS SEA.

PURPOSE IS ESSENTIAL

~SAINT EXUPERY

PURPOSE TIP

BUILD PRIDE I BELONGING I THEY MATTER

ARE YOUR EMPLOYEES LAYING BRICKS, BUILDING A WALL OR BULDING A CATHEDRAL?

CONNECT EMPLOYEES TO HIGHER PURPOSE

PURPOSE TIP CONNECT CUSTOMERS TO HIGHER PURPOSE

COSTCO CONTAINER STORE GOOGLE JET BLUE JOHNSON & JOHNSON HONDA LL BEAN METHOD PATAGONIA REI SOUTHWEST TOM’S

TOYOTA TRADER JOE’S NEW BALANCE STARBUCKS AMAZON BMW CATEPILLAR EBAY IDEO IKEA WHOLE FOODS ZAPPOS

PURPOSE DRIVEN CO’S

COMPANIES WITH A HIGHER PURPOSE OUTPERFORMED S&P BY 400%

!

PURPOSE = PROFITS

IS HAPPINESS AT WORK NICE TO HAVE

OR NEED TO HAVE?

MASS PRODUCTION MODEL OF 1950’s SQUEEZE THEM FOR EVERY DROP

YOU’RE LUCKY TO HAVE A JOB

TOP DOWN IS DEAD

WORK LIFE INTEGRATION

QUALITY OF LIFE OVER MONEY

MILLENIALS RISING

PSST, YOUR CULTURE IS SHOWING

TRANSPARENCY IS A TSUNAMI

POOR -‐> OK Performance 60-‐80% ROI

GOOD Performance 100% ROI

WOW Performance 120% ROI

COMMUNICATION

GET JOB DONE

ENGAGED WITH PROJECTS/TASKS

RELIABILITY

SHORT TERM MOTIVATION

ENOUGH TO RETAIN?

ENGAGED WITH: -‐ PEOPLE -‐ PROJECTS -‐ PURPOSE

LOYAL EMPLOYEE

(WORD/MOUTH)

LONG TERM MOTIVATION

TALENT RETENTION

MEANINFUL

CONNECTIONS Disengaged

Engaged

Happy HIGHLY ENGAGED

THE NEW ENGAGEMENT

*HALOGEN

WHERE DO I BEGIN? 3 TOOLS & 3 STEPS

NIC MARKS, TED SPEAKER HOUSE OF PARLIAMENT 2012

FREE : ) TOOLS FOR YOU 1. HAPPINESS AT WORK SURVEY

DELIVERINGHAPPINESS.COM

TOOLS FOR YOU 2. CULTURE BOOK

FREE : )

DEFINE YOUR CULTURE


TOOLS FOR YOU 3. CULTURE DESIGN

CULTURE BY DESIGN OR BY DEFAULT?

STEP 1. ASK

TIP. FOCUS ON MANAGERS

SAYING HELLO TO A NEW EMPLOYEE INCREASES PRODUCTIVITY 15% FOR 9 MONTHS

HOW DO YOUR EMPLOYEES FEEL? HOW DO YOUR CUSTOMERS FEEL?

STEP 2. INVESTIGATE

WHAT WOULD YOU DO EVERY DAY FOR THE NEXT 10 YEARS WITHOUT GETTING PAID?

TIP. EXPLORE PASSION

HIRE SLOWLY. FIRE QUICKLY.

HIRE/FIRE BASED ON VALUES.

STEP 2. BUILD THE RIGHT TEAM

IT’S HARD. START EARLY. WHAT ARE YOUR PERSONAL COMPANY DO THEY ALIGN?

STEP 3. DEFINE YOUR VALUES

TIP. INCLUDE VALUES IN DAY-‐TO-‐DAY



WHAT WILL YOUR EULOGY BE? HOW WILL YOU CHANGE I WISH TO I LIVED?

ASK YOURSELF…


JUST ONE THING YOU WILL DO. REALLY. AND SHARE IT WITH US.

THINK OF ONE. THING.

THEN … DO.

HOW CAN WE HELP?

[email protected]

FACEBOOK.COM/DELIVERINGHAPPINESS

TWITTER | @DHMOVEMENT

at WORK

JOIN THE MOVEMENT! DELIVERINGHAPPINESS.COM

[email protected]

DH EPL public keynote oct2014

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