DESTINATION: WORK

Getting People Excited About Coming To Work & Working Hard

MAJOR TURN AROUND

Tom Coughlin, head coach of New York Giants of NFL was in danger of losing job in 2007. Lost 7 of the 9 games straight. Coach had motivated players with fear. During off season he reversed his approach of coaching & started motivating people with trust. Started smiling. Communicated to players in number of ways that he cared for them. The turn around was instant. The team came together & players gave +100%. NYG defeated still unbeaten New England Patriots in 2008.

MAJOR TURN AROUND

Greg Chappell (2004-2007) :

Gary Kirsten (2007-2011) :

STORY

Anita Sharma : Director HR, Biz Trenz

Terrible employee performance. Continuously monitoring actual performance. Good employees were leaving organisation.

Surendra Singh: Director Airlines.

Took over struggling airlines. Turned it into profit making organization for years.

BOARD MEETING BIZ TRENZ

JT (Janak Tiwari) chaired special meeting for performance review. JT : Purely business tycoon, full of expectations. Reprimanded all the executives about results one by one. Ordered to control all the activities strictly. Ordered to take strict disciplinary action against all the accused. At the end asked all how they feel..

BOARD MEETING BIZ TRENZ

All praised JT but ANITA said such actions may not

yield results.

JT was upset but gave ANITA a chance.

She asked for a week.

Spoke to SURENDRA SINGH. SURENDRA invited her to Airlines office.

EYE OPENING FIELD TRIP

TICKET COUNTER:

Anita found Surendra joking with ticket agent at counter. Line for boarding pass was quite long but moved faster. Multitasking was in progress. Smiling agents at boarding pass counters. Manager was helping every possible employee for smoother operation. Attaching tags to some of the bags, Helping elderly passengers for formalities, Helping ticket agents for possible help, Smiling all the way. All were genuinely happy to see her because she was there to lighten their load.

EYE OPENING FIELD TRIP

AT Ground:

Passengers off loaded. Cargo off loaded. Provisioning truck pulled up to front & rear to replenish food. New passengers arrived. Cargo re loading started. Plane refueled. When provisioning completed, drivers helped for loading of cargo.

Plane started moving back within 17 minutes.

EYE OPENING FIELD TRIP

During Flight:

Funny announcements. Quick compliance to demands. Fast service. Birthday celebration on board.

EYE OPENING FIELD TRIP

Nuggets:

Smiling more. Having more fun. Working harder. Working better with fellow employees. More loyal. Respect their boss.

HAPPY EMPLOYEES ARE PRODUCTIVE EMPLOYEES

TALK WITH SURENDRA SINGH

Power Of People

People intentionally regulate the amount of effort they put into job
based upon how they feel they are being treated by bosses.

The job of boss is to treat people in such a way that they become excited about applying their efforts towards job.

People respond very quickly to positive treatment. If some one pays us complement how much time does it take to feel good?

People respond accordingly.

TALK WITH SURENDRA SINGH

Advise

Focus on people as well as performance numbers. People come to work motivated to satisfy their needs, not of boss. Once we understand this all we have to do is meet those needs & people put forth the necessary efforts to take care of performance.

Why everyone cant manage this way ? We are preoccupied with performance numbers & ignore peoples

need.

SUCCESS OF TOYOTA, SOUTHWEST AIRLINES

They operate from management philosophy that employees come first & customer second. If employees are treated right, they treat customers right. If customers are treated right, performance improves. Their employees Work harder Perform high quality work Take more initiative More accountable Not afraid of changes Work better with fellow employees.

TALK WITH SURENDRA SINGH

PLAN

Motivate people with TRUST not FEAR. TRUST is must to tap efforts of people. Four Bes for motivating with TRUST. Be REAL Be APPRECIATIVE Be INTERESTED Be NICE

Turn work into fun. It makes routine jobs enjoyable..

DIETER ZETSCHE : CEO DAIMLER (GERMANY)

Turned DAIMLERs profit margin rocketing. Honored by USA Today. Had regular person image. Answered all his e-mails personally. Ate in the regular cafeteria with low ranking employees. Attended first union conference for 4 hours & answered all questions. When you are Regular Person ( Open, Honest, Approachable, Humble & Respectful ) people will respect you will work hard for you..

PETER HANDAL: CEO DEL CARNEGIE

Its not enough to be just good at what you do. In my experience, the people who remains at the top are nice..

ANITA BACK TO BIZ TRENZ

With this experience ANITA came back to BIZ TRENZ office.

Informed boss JT (Janak Tiwari) about her experience at airlines . Explained plan for getting better results. Boss became furious of her plan. Said its impossible, but gave 90 days to show results. Assigned her to handle worst department with current In-charge Jagdish.

JAGDISH

Jagdish is very strict in nature & task master. Not getting desired output from subordinates. Jagdish was waiting for her with his hands on his waist Anita explained him the plan. Jagdish was doubtful of positive developments in department.

JOINT VISIT TO DELIVERY DEPARTMENT

Anita requested joint visit to Delivery Department with Jagdish.

When they entered department all the conversation of employees stopped. Everyone looking down & showing they are busy in job. No one wanted to make eye contact with Jagdish. Anita saw two employees having eye contact with each other & smiling. Mood of others changed at the back of Jagdish. Nobody was comfortable. Jagdish himself was not comfortable..

JOINT VISIT TO DELIVERY DEPARTMENT

Back in Jagdishs cabin Anita informed him about behavior of employees (Fear, hatred, abused) & importance of treating them well for better results.

AT JAGDISHS OFFICE

Jagdish was not ready believe & accept Anitas plan. Anita convienced Jagdish to give a try. She wrote on his board at his office.

Focus on people as well as performance numbers. Motivate with trust instead of fear. Turn work into fun. Follow 4 Bes for motivating with trust Be Real Be Appreciative Be Interested Be Nice

AT JAGDISHS OFFICE

Jagdish started thinking. But still not sure He was still believing on his own skills of task master. Anita requested him to visit airlines office with her & told him about working principle of airlines office on same theme.

Focus on people as well as performance numbers. Motivate with trust instead of fear. Turn work into fun. Follow 4 Bes for motivating with trust Be Real Be Appreciative Be Interested Be Nice

NUGGETS

How can you tell if you are using FEAR as a motivator ?

Ask yourself following questions.. Do my people look glad to see me ? Do my people have smiles on their faces most of the time ? Do my people eagerly make eye contact with me ? Do I feel my people have my best interests at heart ?

If answer to each question is No, you are using FEAR as a motivator.

NEXT MORNING.

Jagdish arranged meeting with all the employees. Accepted his behavior, and informed them he had studied Anitas plan & ready to implement at department. Employees were shocked at Jagdishs explainations. Jagdish invited all to airlines office for joint field trip.

Comments from employees: My sister work for that organisation. She says its more fun place. My friend work there. She is very excited to go on duty every day.

FIELD TRIP TO AIRLINES

All employees arrived at airport for field trip. All were greeted by CEO. All were handed over note pads & pens for writing down observations. They all passed through ticketing area, security, parking area for observations

COMMENTS ON FIELD TRIP

The level of team work was unbelievable. I felt sense of excitement the minute I walked into ticket area.

No company on earth can pay enough money to work that hard. There is something going on here & I would like to know what it is.

SURENDRA SINGHS COMMENTS

Focus on people as well as performance numbers. Motivate with trust instead of fear. Turn work into fun. Follow 4 Bes for motivating with trust Be Real Be Appreciative Be Interested Be Nice

NUGGETS
Implementing Destination : Work

Your people like you & looking out for your best interest. Your people want to talk to you & let you know whats going on. Spending time with people give happiness. Your performance go up which make you look really good.

BACK AT DELIVERY DEPARTMENT

There was great changes in Jagdishs behavior. The working atmosphere changed overnight. People started smiling. Started giving feedbacks to him. Weekly results were considerably good.

MISSING STEPS

After two weeks performance become stagnant. Management was not getting answer. Went back to Surendra Singh with situation. Missing link was Appreciation by Top Management of front line people. This boost up Trust level of people. Excitement of people.

BUT

Top management refused to appreciate people as result was not up to mark though it was improved.

NUGGETS

When senior managers interacts with front line people

Front line people apply even more of their efforts towards performing their jobs. The job of subordinate managers become much easier because of the support of senior management. Performance goes up.

AND THEN..

Finally Jagdishs & Anitas boss JT (Janak Tiwari) got ready to speak to front line employees with whom he never reacted He thanked people for their wonderful performance & encouraged them to perform well in future too.

Highest ever performance results were obtained...

CELEBRATE YOUR SUCCESS

If we achieve something thats important to you, dont let the moment pass without celebrating. Celebrating recharges our batteries.. To conquer new challenges.

APPRECIATION BY JANAK TIWARI (JT)

Appreciated ANITA for opening his eyes. He agreed he knew some thing must be done for performing better but did not know WHAT ? Did not know how huge was the impact of CEO meeting front line people occasionally.

Keeping your hands Dirty as an executive sustains your success.

NUGGETS

When company embraces Destination : Work everybody wins &

People look forward coming to work. Lower & middle managers no longer have to worry about their performance review.

The entire work place is characterised by excitement

which translates into positive experience for customers.

DESTINATION : WORK

Is the best bargain on the planet.

It cost nothing. It require no efforts. It drive performance numbers up. The impact is instant. Everybody wins.

LIFE 1

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LIFE 5

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