Culture Hacker
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Green Shane. Culture Hacker
INTRODUCTION. THE JOURNEY FROM CUSTOMER EXPERIENCE TO EMPLOYEE EXPERIENCE
1. CULTURE. MORE THAN JUST AN HR THING
How Culture Determines the Customer's Experience
How Culture Determines Employee Performance
How Culture Determines Employee Retention
2. VALUES. NOT SOME PHILOSOPHICAL BS
Philosophical Bullshit
Values Describe How Work Gets Done
Values Guide Decision Making
3. SELECTION. THE RIGHT FIT OVER A WARM BODY
Begin with Job Fit but Shift Quickly to Cultural Fit
Use Behavioral Interview Questions
Use Group Interviews
Add an Activity-Based Component to the Interview
Complete Those Reference Checks
4. ORIENTATION AND ONBOARDING. YOUR SINK-OR-SWIM STRATEGY IS A TERRIBLE WASTE OF TALENT
A Memorable Orientation Experience
An Effective Onboarding Process
5. PERFORMANCE MANAGEMENT. HOW WE FAIL TO MAXIMIZE OUR EMPLOYEES' ABILITIES AND TALENTS
Defining Performance
Performance Enablement
Performance Empowerment
6. COACHING. GIVING FEEDBACK, THE MOST MISUNDERSTOOD AND POORLY EXECUTED LEADERSHIP TASK
Effective Informal Feedback
The Culture Hacker Informal Feedback Model
Effective Formal Feedback
7. STRATEGY, SCORES, AND PLANS. THE REAL REASON YOUR PEOPLE ARE NOT ENGAGED
Educate Everyone on Company Objectives
Get and Share Feedback and Results
Get the Team Involved
8. RECOGNITION. IT'S TIME TO STOP THE MEANINGLESS AND MUNDANE AWARDS PROCESS
The Case for Better Recognition
A Meaningful and Lasting Recognition Program
9. TOUGH CONVERSATIONS AND DECISIONS. WHY WE HAVE PEOPLE WHO WOULD BE BETTER OFF AS CUSTOMERS THAN EMPLOYEES
Identify Who Needs a Tough Conversation and Who Needs to Go
Having the Tough Conversations
Making the Tough Decisions
10. CAREER DEVELOPMENT. IT'S AT THE HEART OF LONG-TERM EMPLOYEE COMMITMENT, YET NO ONE IS DOING ANYTHING ABOUT IT
The Benefits of Investing in the Careers of Your Current Team
Career Development Must Be Organizationally Supported
Career Development Must Be Manager Enabled
Career Development Must Be Individually Driven
11. COMMUNICATION. WHY ONE SIZE OR ONE WAY DOESN'T FIT ALL
Communication Is All about Understanding
Communicating Effectively When Speaking
Communicating Effectively When Writing
Communicating Effectively When Doing
Communicating Effectively While Listening
Communicating Effectively in Meetings
Communicating Effectively via Social Media
12. PRODUCT, PLACE, PROCESS, AND PERKS. THE OTHER FOUR P'S THAT DEFINE THE EMPLOYEE EXPERIENCE
Product
Place
Process
Perks
13. LEADERSHIP. WHY WE HAVE SO MANY MANAGERS BUT SO FEW LEADERS
Passion
Effort
Expertise and Experience
Caring
AFTERWORD. CHANGE – IT'S NOT JUST SOMETHING EVERYONE ELSE DOES
Recognize the Need to Make a Change
Challenge the Status Quo with New Ideas
Prioritize Your Activities
Get Things Done
ACKNOWLEDGMENTS
WILEY END USER LICENSE AGREEMENT
Отрывок из книги
While I have always thought I would write a book, my main focus these past few years has been to build a successful company that is a great partner and resource for service-oriented companies to deliver a great customer experience as well as reducing turnover and improving productivity. I also wanted to share my insights and some best practices around what we should be doing to improve corporate culture and your employees' experience. Before I get into this, let me give you a brief overview of the journey to date and why I want you to read this book.
A lot of my professional career has been involved with hotels and hospitality – operating them, managing them, or consulting for them. The biggest influence on how I operate my business today comes from my time with The Ritz-Carlton Hotel Company. The day I became a manager at the Ritz-Carlton in 1996, my boss told me that my first priority was no longer the guest but the employee. This was a hard lesson for me, and it took a while for me to understand, because up until that point, I had been entirely focused on creating the best possible guest experience. At that moment I had to shift from delivering great guest experiences to doing the same for my employees.
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Now, although the employee mindset has a significant impact on customer experience, it can also influence so much more. Employees' mindsets determine how much effort they will put into their jobs and their overall performance. Effort is important regardless of the industry or job, so employee mindset and experience matter in every business. Over the years, I have implemented our training and Culture Hacker methodology in hospitality, of course, but also in sports entertainment, retail, manufacturing, the automotive industry, real estate, the airline industry, the technology sector, on cruise ships, and at malls. We have worked with companies large and small, well established and start-ups. Regardless of your focus, if you want your people to perform better, then our methodology to improve the employee experience should be a priority for you. And, of course, this is a global issue, indicated by the fact that we have worked with companies in North America, Europe, Asia, Australia, and Great Britain.
In addition, how people feel about coming to work is going to impact your ability to retain them. If they are not happy, they probably are not going to stick around for long, especially younger workers who are a lot more comfortable moving between jobs and industries than earlier generations are. The bottom line is, the main reason so many organizations fail to keep their best and brightest talent is that they do not understand or focus on how to make their people happy at work.
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