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Preparing for the Future. Joint FMI-CGA-CMA Workshop February 13-15, 2007 Hotel Grand Pacific Victoria, BC. Michael Berman [email protected] 253-514-9421. The BCOM Staff FISH’n With Mike Berman. Welcome…. Why are we here? What we already know Chopping wood Diet and exercise

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Preparing for the future
Preparing for the Future

Joint FMI-CGA-CMA Workshop

February 13-15, 2007

Hotel Grand Pacific

Victoria, BC

Michael Berman

[email protected]


The bcom staff fish n with mike berman
The BCOM StaffFISH’nWithMike Berman


Why are we here?

What we already know

  • Chopping wood

  • Diet and exercise

    What is my role?


  • What evidence do you see of teamwork at the fish market?

  • How important is teamwork at the fish market?

  • Southwest Airlines

  • Assembly line/Orchestra

  • Desk reference manual

  • How do you develop teamwork?

Choose your attitude
Choose Your Attitude

  • What does “attitude” mean?

  • How does attitude affect action?

  • How does your attitude affect other people?

  • What is an attitude “set point?”

  • A positive attitude is necessary to “Be There,” “Make Their Day” or have “Fun”

  • Choose your attitude; accept the consequences

More attitude
More Attitude…

  • What are some words to describe working conditions at the fish market before the current FISH philosophy?

  • After the introduction of the FISH Philosophy are these conditions still present?

  • What changed?

Be there
Be There

  • Shawn said that “being there” is like being with your best friend

  • What does “not being there” say to others?

  • What are the costs of not being fully present?

  • Be there; After it becomes a habit, it takes no more time or energy; it connects you with others, offers support and allows you to learn and grow

Additional be there
Additional ‘Be There’

  • If you choose to BE THERE with a difficult person how would that person know that you were, “being there?”

  • How does choosing your attitude help your being there?

  • Have you ever needed someone to be there for you and they weren’t?

Make their day
Make Their Day

  • It can be a new house or car; it can also be a smile, a compliment or an interested question

  • It’s that next step beyond just being pleasant

  • It begins with focusing on the other person

  • It often costs nothing, takes little time and makes your day as well

  • “If you love your job, it’s going to show.” – Sammy How could that make someone’s day?


  • The most misunderstood of the four principles

  • The all business approach is uninspiring, boring and stifles creativity

  • Throwing a fish is productive play

  • No one can tell you how to play at work; you need to think about it and find ways

  • Play does not consist of put-downs or jokes

  • Play requires mutual trust, permission and perhaps, boundaries

More play
More Play

  • People play in their own way, some quietly, some not at all

  • Play should not be intimidating

  • As J.P. said, “There are a million different ways of playing. It doesn’t have to be throwing a fish.”

  • What’s fun in your job now? How do you play? How do you feel when you play and have fun?

  • If you give people permission to play and you don’t play, will they?

Play possibilities
Play Possibilities

  • Decorate your office with FISH décor and quotes from the video.

  • Ride a scooter through the office to deliver messages

  • Play five minutes of up-beat music before the office opens

  • Have an office potluck once a month

  • Give silly prizes for no reason

  • Let someone ring a gong when they successfully help a person

Fish in action
FISH in Action

  • O Canada

  • The wrong shoes

  • The big yellow bus

Elements of a successful business
Elements of a Successful Business

  • A product of service that is valued

  • Core values

  • Employees to make it work

  • Others

Components of a company
Components of a Company

  • Sales/marketing

  • R&D

  • Management

  • Human Resources

  • Finance

  • Engineering

Physical equipment

  • Office equipment

  • Vehicles; truck, cars, airplanes, tractors, etc.

  • Buildings

  • Other

Equipment or people
Equipment or People

  • Most competing companies have the same types of equipment

  • Companies may draw from the same employee pool

  • Machines do not have personalities, egos and feeling

  • Machines do not have to be motivated

  • Machines perform at the same level


  • What % of total budget is for wages and benefits?

  • Turnover – How much does it cost to replace an employee?

  • What is the effect of poor employee performance?

  • “Poisoning the well”

  • Not being an employer of choice

The power of consumers
The Power of Consumers

  • As consumers we usually have choices to make regarding where we spend our money.

  • What do we base these choices on?


  • In some cases we do not have choices available to us:

  • Police

  • Fire

  • Other governmental agencies

  • The only game in town….Wal-Mart


  • All relationships, business or personal, are based on the same factors:

  • Mutual trust and respect

  • Shared values

  • Shared goals

  • Open and timely communications

What are some examples where a favorable or unfavorable impression of someone determined if you did business with a company?

What employers have succeeded largely because of the personal relationships established by their employees?West JetSouthwest AirlinesWalmartStarbucks

Key areas in building success
Key Areas in Building Success personal relationships established by their employees?

  • The hiring process

  • The “dead zone”

  • Orientation

  • Initial employment period – probation

  • Management styles

  • Empowering employees

  • Communications

  • Customer service

  • Employee Performance Levels

  • Leadership

Where to find candidates
Where to find candidates personal relationships established by their employees?

Current employees, promotions, postings, word of mouth


Newspaper ads

Trade journals

Search firms


New graduates


Interviewing candidates
Interviewing Candidates personal relationships established by their employees?

  • One interviewer

  • Panel interviews

  • Multiple interviews

  • It’s all about them

  • Don’t talk too much

  • Use silence

  • Ask open ended questions

  • Learn about them

Hiring guidelines
Hiring Guidelines personal relationships established by their employees?

  • Hire for attitude; train for skills

  • You don’t have to hire a grouch

  • Find a good fit for the company culture

  • Don’t hire by a three to two vote; it’s not fair to anyone

The dead zone
The Dead Zone personal relationships established by their employees?

  • The time between offer and acceptance and the first day on the job is a critical time.

  • Buyer’s remorse

  • Keep in touch; send a letter, newsletter, annual report, etc

  • Keep excitement up

First day on the job
First Day on the Job personal relationships established by their employees?

  • Be prepared for the new employee

  • Greet the new employ with enthusiasm

  • Be sure his/her office or work space is ready

  • Have business cards ready

  • Introduce new hire to co-workers

  • Have someone take new hire to lunch

Orientation personal relationships established by their employees?

The purpose of orientation is to help the new employee develop a sense of commitment to the company, his/her particular job and a feeling of belonging and being needed.

More orientation
More Orientation personal relationships established by their employees?

  • Orient the new employee to the entire company

  • Where does the new employee fit in and why his/her job is important

  • Tell the company history, with pride and passion. Let him/her know that he/she is following in the footsteps of some fine people who set high standards

Even more orientation
Even More Orientation personal relationships established by their employees?

  • Reinforce the notion that they were the best of the candidates and you are happy to have them there

  • If possible ask senior level management to say, “Hello”

  • Give new employees a tour with introductions

  • Set the bar high so he/she has something to strive for

Employee needs
Employee Needs personal relationships established by their employees?

Financial needs (extrinsic)

  • salary and benefits

    “Money isn’t a satisfier, but lack of money is a dissatisfier” Hertzberg

    Sustaining needs (intrinsic)

  • Meaningful work – A purpose/importance

Employee needs cont d
Employee Needs Cont’d personal relationships established by their employees?

  • Shared values

  • Trust

  • Shared (reciprocal) Values

  • Clear expectations

  • Challenge

  • Communication – Feedback, praise, supportive criticism

A thought to consider
A Thought to Consider personal relationships established by their employees?

“They don’t care how much you know

until they know how much you care.”

Initial employment period
Initial Employment Period personal relationships established by their employees?

  • Provide continuous feedback

  • Use “buddy” system

  • Be aware of signs of problems or difficulties

  • Be alert to new employees motivation

  • Let employee know that he/she is vital to the company; “I’m just the receptionist (secretary)”

More initial employment period
More Initial Employment Period personal relationships established by their employees?

  • Establish realistic goals

  • Is employee a good fit?

  • Work to resolve any emerging problems and if that doesn’t work –

Made a hiring mistake
Made a Hiring Mistake? personal relationships established by their employees?

If you have followed all of the above and the employee demonstrates a poor attitude and/or job performance:

1. Meet with employee to assess attitude and provide training when needed

2. Document employee problems and help offered

Hiring mistake
Hiring Mistake? personal relationships established by their employees?

3. Release employee if problems cannot be resolved

4. Obtain legal advice if termination is indicated

5. Review situation to determine what went wrong and how to correct it

The training process
The Training Process personal relationships established by their employees?

Determine what they need to know, to be successful on the job, and….


Train for current job, promotional opportunities and entry into management

When opportunities open up, look first to your employees

Are your employees in the “right” job?

Management styles
Management Styles personal relationships established by their employees?

  • A successful management style is appropriate to the person and situation

  • Leadership versus Management

  • People prefer and respond to strong leaders

  • Strength is flexibility –

    Oak tree versus the palm


Great lies of management the dilbert principle scott adams
Great Lies of Management personal relationships established by their employees?The Dilbert Principle, Scott Adams

  • Your input is important to us

  • Our people are the best

  • We’ll review your performance in six months

  • I haven’t heard any rumors

  • Training is a high priority

  • We don’t shoot the messenger

  • Performance will be rewarded

More from dilbert
More From Dilbert… personal relationships established by their employees?

  • We reward risk takers

  • The future is bright

  • We’re reorganizing to better serve our customers

  • You could earn more money under the new plan

  • I have an open door policy…..and number 1….is

No 1 from dilbert
No. 1 From Dilbert personal relationships established by their employees?

Employees are our most valuable asset

“So much of what we call management consists of making it difficult for people to work.”

Peter Drucker

Management by exclusion
Management by Exclusion difficult for people to work.”

  • Managers push away those who disagree with them

  • Dissidents band together depriving manager of input

  • Gridlock develops

  • Manager is isolated

  • Dissidents become strong preventing manager from accomplishing goals

  • Manager fails

Management by inclusion
Management by Inclusion difficult for people to work.”

Manager includes people in process; even those who disagree

Employee resistance dissolves; it’s difficult to disagree when you are a part of the process

Teamwork develops

Progress is made

Manager succeeds

Everyone succeeds

Consider…. difficult for people to work.”

“When two partners always agree, one of them is unnecessary”

“Hold your allies close and your enemies even closer”

Catch em doing things right
Catch ‘em Doing Things Right difficult for people to work.”

  • Praise is a great motivator; employees tend to live up (or down) to our expectations

  • A new employee’s mind is like a blank tablet; we write encouragement or criticism that influences him/her

  • Thought precedes action; we do what we are thinking about

  • Riding a bicycle or kicking a field goal

Power v empowerment
Power v Empowerment difficult for people to work.”

“Power corrupts and absolute power corrupts absolutely” Lord Acton

“Powerlessness corrupts. Absolute powerlessness corrupts absolutely” Rosabeth Moss Kanter

Empower employees
Empower Employees difficult for people to work.”

  • Decisions should be made at the lowest level – that’s where the expertise is

    - it fosters agreement and cooperation

  • Employees not permitted to make decisions feel incapable of doing so

  • Their self-confidence erodes

  • They give bad service

  • Productivity declines

More employee empowerment
More Employee Empowerment difficult for people to work.”

  • If you don’t trust your employees to make decisions, either you failed to train them properly or you have the wrong employees

  • Trust empowers employees to be creative

  • Minimum – Current – Peak Performance

Communication difficult for people to work.”

  • Employees need to know more than just their jobs

  • They need to know the “big picture” and where they fit in

  • Employees need to be in the “pipeline”

  • Being “in the know” creates trust and commitment

  • Employees need to hear the good and bad news…directly when possible

Communication tips
Communication Tips… difficult for people to work.”

  • Empathize, not criticize

  • View the issue from the other person’s perspective

  • Express your desire to reach a satisfactory result, not a victory

More communication tips
More Communication Tips… still”

  • Do not become defensive or angry

  • Do look for areas of agreement

  • Do not say, “You’re wrong,” but if you are wrong, say so

  • And/but

Male female communication
Male/Female Communication still”

  • Male

  • Female

Neuro linguistic programming
Neuro Linguistic Programming still”

  • Visual

  • Audio

  • Kinesthetic

Underperforming employees
Underperforming Employees still”

  • It is critical to identify underperforming employees as soon as possible

  • Reasons for underperforming:

  • They haven’t received proper training

  • They don’t have the right equipment

  • They don’t identify with the company or its goals – “we” vs “they”

More underperforming employees
More Underperforming Employees still”

  • They do not see themselves as important to the success of the company

  • They are experiencing personal or family problems

  • They have lost interest in their jobs

  • They lack ability

  • They don’t like or want their job

Disgruntled employees
Disgruntled Employees still”

  • Underperform

  • Use more sick time

  • Have more injuries

  • “Poison the well”

  • Others?

  • Disgruntled employees must be identified, “turned around” or terminated

Customer service
Customer Service still”

  • The employee providing customer service IS your company

  • Examples of excellent customer service – how did it effect you?

  • Example of poor customer service – how did it effect you?

  • How important is excellent customer service?

The challenge of leadership
The Challenge of Leadership still”

  • The success of your company is directly tied to the level of passion and commitment of your employees

  • Virtually no significant achievement in history has been accomplished without passion and commitment

  • The most important job of a manager, CEO or entrepreneur is the transference of passion and commitment to employees

Employees need to know
Employees Need to Know: still”

  • What is the mission of the organization?

  • What is my role?

  • How important is my role?

“Leadership is lifting a person’s vision to higher sights, the raising of a person’s performance to a higher standard.”

Peter Drucker

And finally
And finally…. sights, the raising of a person’s performance to a higher standard.”