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C ementing H abits A nd R outines T ogether. CHART ing the Course. Hardwiring Excellence. Goals for Today:. Provide practical strategies schools can use to Hardwire Excellence Understand how to set expectations for each employee

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Presentation Transcript
goals for today
Goals for Today:
  • Provide practical strategies schools can use to Hardwire Excellence
  • Understand how to set expectations for each employee
  • Increase awareness of the Hardwiring Excellence principles
quint studer s book
QuintStuder’s book:

“Never under estimate the difference YOU can make”

~ Quint Studer

hardwired for excellence flywheel
Hardwired For Excellence Flywheel®


To Do’s

•Bottom Line


(Transparency and Accountability)

Purpose, worthwhile work

and makinga difference


focus on the nine principles
Focus on the Nine Principles


Build Individual


Commit to Excellence

Measure the

Important Things

Align Behaviors

with Goals and


Build a Culture

Around Service


at All Levels

Create and Develop

Great Leaders

Recognize and

Reward Success

Focus on Employee


principle 1

Principle 1

Commit to Excellence


Commit to Excellence means …

Creating a great place for

-staff to work

-students and parents to learn

-teachers to teach

principle 2

Principle 2

Measure the Important Things

what to measure
What to Measure

Four things the public (customers) want:

  • Friendly, caring service
  • Flexibility
  • Problem Solving
  • Solutions
what to measure1
What to Measure


  • Meeting evaluations
    • Open ended and ratings
    • Use the information to improve
  • Customer Satisfaction Surveys
  • Keep it Simple
          • “What we permit … we promote” ~ Quint Studer
what to measure3
What to Measure

Survey should be available in BOTH paper and online formats

All employees are responsible for distribution of surveys.

Signature block of e-mail will link to on-line survey.

survey creation
Survey Creation
    • Subscription allows you to create / maintain your surveys
    • $200 per year – unlimited surveys
  • Evaluation Services
    • E-mail electronic version of survey
    • Principal will receive:
      • Link to online survey
      • Adobe version of survey
      • Link to view results
chart expectations
CHART Expectations:


  • Distribute surveys and process data to produce charts and monthly average by the first day of each month;
  • Results distributed to employees

All other employees:

  • Distribute surveys for interactions with customers;
  • Place the survey link to the signature block of e-mail;
  • Review department data for areas to improve
principle 3

Principle 3

Build A Culture Around Service

build a school wide culture around service
Build a School-Wide Culture Around Service

Create a Culture Where Employees…

  • Feel valued
  • Manage their own morale
  • Behave like owners
  • Are inspired
  • Servant leadership is the norm
principle 4

Principle 4

Create and Develop Leaders

phase 5 leading the way
Good to Great:

Employees have purpose

Employees develop and implement leadership

Customers seek you for help

Employees want to work in your department

Realize you are changing education for the better

What others see as impossible is being achieved

Phase 5:Leading the Way
leadership development barriers and excuses
Leadership Development Barriers and Excuses
  • “We don’t need to”
  • “We don’t have enough time”
  • “We can’t be gone from the department”
  • “What more do I need to learn?”
  • “It’s too costly!”
  • “We already do it”

High / Middle / Low Performers

We have learned that the reluctance to address low/sub-par performance keep an organization from being the best.


principle 5

Principle 5

Focus on Employee Satisfaction

  • Questions to expect:
    • What is working well?
    • Is there anyone that should be recognized for great work?
    • What needs improvement?
    • Do you have the basic tools and supplies for doing your job?
    • Is there anything I need to help you with?
chart expectations1
CHART Expectations
  • Principal:
  • Rounding will occur with every employee at least once every 3 months;
  • Rounding data will be reported each quarter.
  • Prepare and publish stop light rounding report.
  • All other employees:
  • Complete Staff Preference Card
  • Answer rounding questions honestly.
principle 6

Principle 6

Build Individual Accountability

owning not renting
Owning not renting

Take Ownership of Your Development

don t wait for others to lead the way
Don’t Wait for Others to Lead the Way
  • “What am I doing well?”
  • “What can I be doing better?”
  • “Are my priorities in place?”
  • “Is there some training that would be helpful for me in my development?”
individual accountability
Individual Accountability
  • Evaluation is NOT an annual event … it becomes a daily event
  • Harvest Bright Ideas
  • Employees who act like owners
  • Don’t wait for ‘The Boss’ to tell you to do the right thing
principle 7

Principle 7

Align Behaviors with Goals and Values

personal accountability
Personal Accountability
  • Starts with senior staff, directors and principals
  • Specific objective goals
  • Behaviors / goals match district’s goal
  • Servant leadership
  • Specific standards of behavior
principle 8

Principle 8

Communicate at All Levels

communication fundamentals
Communication Fundamentals










Thank You

managing up
Managing Up

Positioning Others in a Positive Light . . .

  • Makes you better
  • Makes your organization better
  • Aligns everyone

Manage Up when . . .

  • Things are going well
  • You need to recognize specific goals and direction
  • Your co-workers deserve praise
advantages of managing up
Advantages of Managing Up
  • Shows coordination between staff
  • Decreases anxiety and concern
  • Hardwires positive word of mouth
  • Emphasizes “team”
  • Reinforces coordination of care and teamwork.
  • Positions other department or employee to win the customer over.
communication suggestions
Communication Suggestions
  • CHART e-mail
  • Spotlight high performers – Don’t be afraid to specifically acknowledge winners!
  • Bring successes to meetings
  • Relish the success of others
  • Put your ego in your pocket
  • Stop We / They
  • Communication boards
  • Establish Reward system
chart expectations2
CHART Expectations:


  • Manage up at least 3 employees each month (1 from teachers; 1 from Ed Support; 1 from other District departments)
  • Record on log.
  • Anyone can ask to see log

All other employees:

  • Manage up at least one employee each month. Record on log.
  • Create a communication board in each department.
  • Complete and return Staff Preference Sheet.
principle 9

Principle 9

Recognize and Reward Success

recognize and reward behavior
Recognize and Reward Behavior
  • Reinforces positive behavior
  • Creates role models for other staff
  • Shows staff how they can make a difference
  • Creates improved results across all Five Pillars
  • Fire-Starter Awards
top 5 workplace incentives
Top 5 Workplace Incentives

Written Thanks From Leader

Personal Thanks From Leader

Promotion for Performance

Public Praise

Morale-Building Meetings






Study conducted by Dr. Gerald Graham, Management Professor at Wichita State University

Motivating Today’s Employees, Bob Nelson

Talent+, 1998

  • People like specific feedback
  • Complimented and recognized behavior will be repeated
  • There is more to a job than pay!
  • It is okay to be uncomfortable as you begin to compliment
compliment to criticism ratio
Compliment to Criticism Ratio

Source: Tom Connellan, “Inside the Magic Kingdom”, pgs 91-95

chart expectations3
CHART Expectations:


  • Write Thank You notes to 4 employees each month (1 to teachers ; 1 to Ed Support; 1 to District departments; 1 to any group);
  • Record on log. Anyone can ask to see log
  • Thank you notes must be handwritten and mailed to home address of employee (Principal pays for stamps)
  • Organize annual award meeting

All other employees:

  • Thank you note to at least one employee each month.
  • Record on log.
  • Thank you notes may be typed or sent via e-mail.

Each individual works to create a work environment that utilizes the 3:1 compliment to criticism ratio

strategies discussed today
Strategies discussed today:
  • Establish Expectations based on principles
  • Meeting Agendas
  • Meeting Evaluations
  • Customer Satisfaction surveys
    • Survey Monkey
    • Attach to e-mail signature
  • Rounding Log
    • Stop light rounding report
  • Thank you Note log
  • Fire Starter award
  • CHART e-mail – (e-mail if you want to participate)
  • Linkage deadlines