Toni Boyles – Human Resource Management in Tough Times

We get to be flexible and non-bobbleheads this morning to learn from Toni.  I’ve been in session with her before, but I always learn something new from her.

7 Habits of Highly Effective People – Stephen Covey (again)…begin with the end in mind

Now that we’re in our small groups and we’ve chosen a speaker and we been asked, “What questions are there?” (with the underlying assumption that there ARE questions, so ask them).

  1. Concepts that should assist with STRESS and MOTIVATION
    • Can you motivate people?  No – you are in charge of your own behavior and choices.
    • Do you have a responsibility to create an uplifting environment? Absolutely – give a supportive and creative environment.
    • motivational speakers can be like a sugar high – you’re built up to super high levels, but then without support to stay that High, you drop lower than you were when you started!  The emotional/motivational/morale sugar crash.
    • Some people LIFT, but other people LEAN – be a lifter, not a leaner.  When you are in an uplifted environment, everyone feels better.
  2. Learn from our Past
    • Practice and repetition, repetition, repetition to change a habit.  New mantra – “How’s it workin’ for ya?
    • Say this in staff meeting – keep accountability there – ‘how’s this working for us?
    • Leave the poor dead horse alone…
    • Not every problem needs a BIG solution – small changes make a big impact
      • (moving your wallet to the front pocket fixes back pain…washing your hands (while singing the ABC song) properly can stop the spread of disease).
    • Think about what strategies you’ve been using at work to confront a challenging situation that aren’t working?
      • My group is having an interesting side discussion about how (or if) modeling works.  How do you fight complacency?  What do you do if you need to correct behavior, but can’t?
      • Sometimes letting a person go is the very best outcome for everyone involved
      • Good to Great by Tim Collins  (Andover Public has a book club set they’ll ILL)
        • You work really hard to get good people on your Bus
        • Then you get them in the right seats
        • Then everyone needs to understand which direction the Bus is moving
        • Anyone on the Bus not helping, need to eventually be taken off the Bus..
      • You can be more selective with your employing during this time
      • Often you’re enabling by not encouraging Self Correction and Self Direction
  3. Ask all the time, “What is half of 8?”
    • How often are you SURE you know the right answer? Example, why would Toni put VI as an answer to What is half of 8? – Well will you split VIII in half, you’re left with VI!
    • We had a side discussion of the Colors: Blue (emotional/social worker), Green (data driven/engineer), Orange (action oriented/pilot) and Gold (doers/educators)
    • Great teaching exercise – just stand at a board and ask the question – teaches creative thinking
      (Whack on the Side of the Head and Kick in the Seat of the Pants (books))
    • I want a talking trash can that gives me a joke when I put trash in it!  They had that in Scandanavia…
    • Be a creative problem solver – challenges lead to the best creative solutions
    • FREE training Videos on YouTube
    • You Find What you Look For
    • [Insert YouTube – Dancing Bear, Moonwalking Bear, Cyclist Beware]
    • Self fulfilling prophecies – you create your own reality – you create what you think
    • Put your focus on Where You Are Going, not where you have been – focus on the exciting, new possibilities
  4. Do everything with a Ben Zander Attitude!
    • cellist who became a conductor after a strange skin disease stopped his cello playing
    • Get on the Front Row of Life” – mental attitude that rejects mediocrity!
    • Don’t be “Terminally Professional” with stress being the red badge of courage!  Don’t be proud of your ulcers and heart attacks!
    • Diana just got a very memorable Happy Birthday song sung to her with much enthusiasm
    • Do you have any Poop Ducks in your Office? They go around and dump on everybody…
  5. Build relations – Make Connections – Remember MMFI
    • Make Me Feel Important
    • Number one fear of Humans is REJECTION or feeling devalued
    • Find things of Value in people and they will work hard for you – be authentic
    • Don’t want to disappoint people who make you feel Important…
    • We were able to hear the TSCPL Appreciation “Thumbs Up” song!
    • (Missed some stuff here…I’ll go check Twitter for notes) – these next few are from Heather
    • dealing with complaints: say thank you, I appreciate you sharing, and ask for more, looking for specific details – it’s an opportunity
    • Use affirmations in a positive way
    • Butt cards: Building up to teamwork
  6. Calls for Chandelier Thinking
    • Instead of light bulb thinking, have chandelier thinking
    • (stolen from Tom Peters)
    • Create a way to trip over whatever new thought is you want to remember
    • Make it ‘in sight’ to be ‘in mind’ instead of out of sight/out of mind
    • Example, Toni always have amethyst on because it reminds her of the powers of amethyst – enhance intelligent and thwart negativity
  7. Go Do Something
    • Quit making excuses and just go do something.
    • How many don’t do something if they can’t do it perfect? – Ask, How’s that working for you?
      • Simply – try not to get ‘hung up’ on stuff
  8. What are your bigger stressers at the library? PEOPLE
    • Fear and Love are the two biggest motivators of human behavior
    • Network and find partnership
    • Most people live “OOPS” lives – “oops, I married this person” “oops, I had these kids” “oops, I got this job”
      • Make more conscious choices about what we do – may not alwasy be right
      • Be in charge of your decisions
      • Follow your happy accidents
    • Have good, healthy conversations – instead of ignoring or blowing up
      • Have fierce conversations – speak up for yourself, ask for what you need…even when it is a problem at the heart of an issue
      • I had to tell my partner she has bad breath…that was tough!
    • How to have difficult conversations?
      • Deal with the issue
      • Admit awkwardness – empathy, reciprocal (humanize self), get right to the point
      • Gender issues – what always works for men may or may not work for women
      • Depends on the relationship – would humor have worked better?  Different dynamic depending on age and gender differences
      • “Dude, your breath stinks” – done! (hehe)
      • Move to a private, quiet place for difficult discussions (coach privately, praise publicly)
      • Keep it focused on the issue – comfortable work environment, who is impacted, can lead to bad customer service, personal beliefs are irrelevant – create a healthy work environment
      • Don’t make it personal!  Keep it work-related, calm demeanor, unemotional, tone of voice and non-verbal calm and stable
      • Build relationships – find the best person to give the message?  Sometimes, but not always.  usually the supervisor to give the message.
      • Collect data,
      • Look in the mirror (gossip/punctuality/etc. – hold yourself accountable) – ask if YOU gave adequate training?  What have you done to contribute to the problem/issue?
        • Example, employee is tardy, but the employer is also tardy.  “It’s been brought to my attention that you and I both are having a problem with tardiness.”  Own your own, but also hold them accountable – depends on the relationship.
        • What if the supervisor CAN be tardy as supervisor – explain that people in the office have different schedules – don’t apologize if you are NOT abusing your position.  Don’t apologize if you do not need to!
      • Pay attention to the place and time – private and timing…quickly as you can, without rushing
        • Don’t put it off, but think about it and gather data and look at yourself in the mirror first
        • Don’t do it when you are angry
        • Termination – let them go first thing in the morning – keeps them from stirring the pot by calling folks at home – have a follow up staff meeting, so the other employees are given the facts and expectations of no gossip
      • Face to Face
        • Know your Opening Line and Closing Line, without a script in the middle
        • Dehumanizes when you use a script – just know the key points to cover (Have a Plan)
        • Make sure you Follow Up – it’s a partnership
      • Learn from an Ombudsman – smooth talkers – have a plan of action to back up the bad news

Find a good Coach – Facing the Giants (YouTube)


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