P1246990921rIabA - PowerPoint PPT Presentation

Title: P1246990921rIabA


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presented to MARC by Jim Caiazzo ARDEC
Strategic Management Office January 21, 2004
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Jim, Youre boring enough. Dont make it worse by
using a slide presentation!
Jane Caiazzo, Esq.
(wife of 36 years)
Jim,
Youre boring enough
Dont make it worse by giving
a slide presentation.

Jane Caiazzo, Esq.
(wife of
33 years)
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21st CENTURY LEADERSHIP

• Americas 20th century socially-conditioned
  habits
• of leaders driven by short-term results will not
  work
• in the global markets of the 21st Century.
• To compete globally, leaders must reexamine and
  change their
• fundamental attitudes and behaviors in how to
  organize work and
• help their people succeed.
• Future competitive advantage of organizations
  will be
• dependent on effectiveness of employees and not
• continuously improved processes.
• No matter how well designed a process is,
  its the people that make it work!
• 
  Mike Hammer, Beyond Reengineering

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IDEAL ORGANIZATIONAL CULTURE
PRINCIPLE LEV
EL ALIGNMENT ORGANIZATIONAL EMPOWERMENT
MANAGERIAL TRUSTWORTHINESS
INTERPERSONAL TRUST PERSONAL
Values drive behavior and principles drive
results. so value principles
- Stephen Covey
What is trust?

• Do you trust your associates?
• Do your associates trust you?

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Core Culture Is Driven By Values Which Employees
Embrace
Classic Greek Values
AMC Values
Army Values

• Socrates
• Arete
• Plato
• Courage
• Wisdom
• Temperance
• Justice
• Aristotle
• Moderation

• Excellence
• Innovation
• Trustworthy
• Service
• Understanding
• Management
• Teamwork
• People
• Quality

Tom Morris Truth, Beauty, Goodness, Unity
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Fish! There is always a choice about the way
you do your work, even if there is not a choice
about the work itself.
You cant always get what you want But if you
try sometimes you just might find Youll get what
you need. Rolling Stones M. Jagger/K.
Richards Its not having what you want. Its
wanting what youve got Soak Up the Sun
Sheryl Crow
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You Cant Always Get What You Want (M. Jagger/K.
Richards) I saw her today at a reception A glass
of wine in her hand I knew she would meet her
connection At her feet was her footloose man No,
you cant always get what you want You cant
always get what you want You cant always get
what you want And if you try sometime you
find You get what you need I saw her today at
the reception A glass of wine in her hand I knew
she was gonna meet her connection At her feet
was, footloose man You cant always get what you
want You can't always get what you want You cant
always get what you want But if you try sometime,
well you might find You get what you need
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Oh yea-ay (hey-hey-hey, oooh) And I went down to
the demonstration To get my fair share of
abuse Singin, Were gonna vent our
frustration If we dont, were gonna blow a
50-amp fuse Sing it to me, now (You cant
always get what you want) (You cant always get
what you want) (You cant always get what you
want) But if you try sometimes, well you just
might find You get what you need Ooh baby, yeah,
ooh I went down to the Chelsea drugstore To get
your prescription filled I was standin in line
with Mr. Jimmy A-man, did he look pretty ill We
decided that we would have a soda My favorite
flavor, cherry red I sung my song to Mr. Jimmy
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Yeah, and he said one word to me, and that was
dead I said to him (You cant always get what
you want) well no! (You cant always get what you
want) tell ya baby (You cant always get what you
want) no But if you try sometimes, well you just
might find, mmm! Mmm! You get what you need Ooh
yes! Woo! Ooow-ooh! You get what you
need Yeah! Ooow, babe! Ooh, yeah I saw her today
at the reception In her glass was a bleeding
man She was practiced at the art of
deception Well, I could tell by her blood-stained
hands Say it!
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(You cant always get what you want) yeah! (You
cant always get a-what you want) ooo-yeah,
baby! (You cant always get a-what you want) But
if you try sometimes, you just might find You
just might find You get what you need Ooh, yeah!
Ooh, baby! Woo! Ah, you cant always get
a-what you want No, no baby You cant always get
a-what you want Tellin you right now You cant
always get what you want, mmm! But if you try
sometimes you just might find You just might
find, that ya Get what you need Oooh, yeah!
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Im tellin the truth, babe Ooow-ooh! Ooow-ooh! O
oow-ooh!.....
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4 Simple Principles
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(No Transcript)
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FISH!
Stephen C. Lundin John Christensen
Harry Paul
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FISH!
Lets go to PIKE PLACE FISH MARKET SEATTLE
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PIKE PLACE FISH MARKET OWNER JOHN YOKOYAMA
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• Guiding Philosophy of Pike Place Fish Market
• Embodies an entire way of life through the
  engagement of people.
• Creates a positive change in the workplace and
  home life though 4 principles.

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FOUR INGREDIENTS

• CHOOSE YOUR ATTITUDE
• PLAY
• BE THERE
• MAKE THEIR DAY

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CHOOSE YOUR ATTITUDE
There is always a choice about the way you do
your work, even if there is not a choice about
the work itself.
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ATTITUDE
S R
CHOICE
E R O
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Bill Porter believes in Choosing Your Attitude
Heres what Bill says in Shelly Bradys book,
Bill Porter

• Follow Your Passion
• It doesnt matter how you got here, only
• Where youre going
• Mother knows best
• Persistence pays off
• Dont take no for an answer
• Know your limits and reach beyond them
• Be a team player
• If it isnt broken, dont fix it
• Live your values
• There are no obstacles

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PLAY
We could be serious about business and still
have fun with the way we conducted business.
Waving Lady
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BE PRESENT These guys are present. They are
fully engaged in their work.

• Being fully present means
• Focus on the job at hand!
• Focus on the other person!

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Be Present
LEVELS OF LISTENING

• Within the others
• Frame of reference

5. Empathetic listening
4. Attentive listening 3. Selective
listening 2. Pretend listening 1. Ignoring
Within ones own Frame of reference
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Wolf says
MAKE THEIR DAY Involving others and working to
make their day directs attention towards
the customer. Focusing your attention on ways
to Make another persons day provides a
constant flow of positive feelings.
Mr. Goodwrench says (Click here royal
pontiac.msv ) (msv. file - Requires Sony Digital
Voice Player)
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FIRST GUARANTEE BANK PLAQUE
As you enter this place of work please choose to
Make today a great day. Your colleagues,
customers, team members, and you yourself will be
thankful.
Find ways to play. We can be serious about the
work without being serious about ourselves.
Stay focused in order to be there when your
customers and team members most need you.
And should you feel your energy lapsing, try this
surefire remedy Find someone who needs a
helping hand, a word of support, or a good
ear-and make their day.
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Exercise
Identify Ways to 1. Choose Your Attitude 2.
Play 3. Be There 4. Make Their Day
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Who is Your Customer?
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HUMAN - BUSINESS MODEL
In Any Interaction With Customers and Others
Human Level (to fulfill current human
needs) Business Level (to accomplish
external purposes and objectives)
Choose Your Attitude
Make Their Day
Be there
Play
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PLAY Exercise
I think most of the success has come to us
because were playing. Were not working. Were
actually playing with each other - Johnny 1.
How can play lead to success? 2 What keeps you
from playing at work? 3. Where have you seen
others work playfully? How did it affect the
work experience results? 4. What happens when
you do the same thing over over? What is the
effect on you? 5. What does your work group do
already to PLAY? How does this affect our
success? 6. Think of your favorite job. Where
you able to PLAY with coworkers or customers? 7.
Think about your job now. Whats fun about it?
What isnt fun that you can make fun? 8. What
is the correlation between people having fun and
buying fish? 9 What other successful
organization include fun as part of the way they
do business 10. What are some of the ways we
could be more playful with our customers
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BE THERE Exercise

• Its about who you are being while youre doing
  what youre doing. Ronnie
• What do you think Ronnie means by who you are
  being?
• What or who does who you are being affect?
• What are some ways you find yourself being
  while you are doing?
• If leadership is about leading, where does who
  you are being lead people?
• How does who you are being affect the
  satisfaction of the customer?
• When you are present with people, you look right
  at em. Just like when youre being
• With your best friend, your best friend, youre
  there. - Shawn
• What is the significance of being with your
  best friend?
• Who is affected when you are not being fully
  present? Whats the cost to them? Whats
• the cost to you?
• What are some of the business advantages to
  being there with customers and associates?
• If you choose to be there with a difficult
  customer, how would you listen in a way that
• they knew you were being there?
• How might being with the customer in the moment
  differ from regular service?
• How does CHOOSE YOUR ATTITUDE relate to being
  there with your customer?

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MAKE THEIR DAY Exercise
We notice that we can make a difference for
peoplewhen they come by and leave in A better
mood, and a lot of people have told us that we
made their day. - Johnny

• If its about serving people and making people
  happy, whose day should you make
• As a leader? What benefits may come
  from making your employees day?
• Think about a time when you received
  extraordinary customer service. What made it
• out of the ordinary?
• When someone is serving you, what makes the
  difference?
• What are some things that make a difference for
  other whom you provide customer service?
• How do the fishmongers generate excitement? What
  does that have to do with being
• a successful team?
• I started working here just as a jobI
  learned to enjoy it. Something happened to me
• and I realized I was serving people and I
  was making people happy. This gave me
• a plus in my life and made me want to do it
  even more. Shawn
• What happened when Shawn realized he was serving
  people and making people happy?
• If its about serving people and making people
  happy, whose day should you make as
• a leader?
• What are the connections between CHOOSE YOUR
  ATTITUDE, BE THERE and MAKE
• THERE DAY? Can you MAKE THEIR DAY
  without being present to their needs.
• 9. How do you make your significant others
  day?

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CHOOSE YOR ATTIUDE Exercise

• Youve gotta choose where youre going to be
  soon as you get out of bed. I do
• consciously make that choice every day. Bear
• In what situations have you let your attitude
  affect your job performance and/or relationships?
• Think of a customer or coworker you view as
  difficult. How do your attitudes and actions
• toward this person actually reinforce the
  difficulties you have with them?
• Make the choice. Be happy or dont be happy,
  you know. Wake up. Its a much better
• world to ive in. Justin
• How is happiness, or any other attitude or
  emotion, a choice?
• How does CHOOSE YOUR ATTITUDE affect the other
  FISH! Principles?
• How can choose your attitude help with some
  things you just dont want to do?
• Think about someone you know who maintained a
  positive attitude even through tough times.
• What effect did their choice have on
  other people? What did they do to maintain that
• positive attitude?
• What can you do to help others CHOOSE THEIR
  ATTITUDE?
• What difference does it make to consciously
  choose each day what you have already chosen
• (i.e., where you work and do what you do)?

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IT ALL STARTS WITH YOUR OWN ATTITUDE...
PLAY Be There Make Their Day