How This Leader is Focusing on Values to Transform Workplace Culture

Gayle Watson By Gayle Watson, People Ink

A great example of a leader who understands why a strong people culture is so important and how to go about building it. Dr. Williams shares the beginning of their journey in this video.

It’s an exciting time to be at the UNT Health Science Center.

Dr. Michael Williams, DO, MD, MBA and president of the University of North Texas Health Science Center (UNTHSC), knows the power of a values-based culture. Before accepting his new post at UNTHSC in 2013, Dr. Williams served as CEO of Hill Country Memorial Hospital in Fredericksburg, Texas from 2008 to 2012. Following the values-based culture work under his leadership the hospital received numerous awards for quality, including: the Malcolm Baldrige National Best Practice for Leadership 2013; Top 10 Finalist for the 2013 Malcolm Baldrige National Presidential Quality Award; and designation as a Truven Top 100 U.S. Hospital in 2012 and 2013.

Dr. Williams says:

“When I arrived [at UNTHSC] at the start of 2013, I quickly discovered that we had a broken culture. However, I also saw that the one consistent strength, and our true differentiator, is our great people. So as we began to focus strategically, we made the creation of a people plan the most urgent goal on our list. And part of the people plan is a values-based culture.”

He started with a Values Blueprint®

In the early stage of UNTHSC’s values journey, People Ink facilitated a Values Blueprint® Workshop with a group of 30 hand-selected people representing faculty, administration, leadership, research, and the community. During the two-day workshop, team members identified UNTHSC core values and behaviors. In his opening remarks, Dr. Williams spoke to Values Blueprint® team about the difficult work ahead…

“Just as concrete and steel are laid down as the foundation before a great house is built, our values will establish the foundation for our culture. The work we accomplish will outlast us. It will shape the Health Science Center for years to come. It is ‘heart’ work.”

Dr. Williams knows that his leadership and communication are critical to stay the course for a sustainable values journey. He has established a regular video blog to get the message out. In his first video blog, Initial Steps on our Values Journey, he explains the process the Values Blueprint® Team went through to reach consensus on the core values.

For more information about the People Ink Values Blueprint® process see our website: ValuesBlueprintPro

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Manage People at the Speed of Change

How did Jet Blue, win the J.D. Power award for highest customer satisfaction 9 years in a row? How did they build the right culture to revolutionize an industry? Jet Blue’s former EVP of People, Ann Rhoades, shows you how.

This article contains excerpts from Chief Optimist Magazine. To read the full article online click here Chief Optimist. The article also features Ann in a video talking about innovation, adapting to change, and why it’s important.

chief optimist 3

Empower Employees, Lead by Example, and Bury Your Competition

– Per Ann Rhoades, the secret of great cultures is focusing on building a workforce that knows where it’s rooted so it can grow in any direction without losing its identity. Build a dynamic culture so you can build a dynamic business.

– Her philosophy has always been that every company has a culture, but only the great companies build “intentional cultures”. The rest just think of culture as the company picnic or holiday party.

– You start by defining who you are and who you want to be. This is done with a room full of your A players. But once you’re clear about what you stand for you must institutionalize it through accountability and rewards and recognition.

Culture starts on the inside and at the top

Leaders drive the values. JetBlue is so dedicated to the idea of executives embodying the company’s values that the compensation committee and the values committee each review the CEO’s efforts to embody the values annually. The CEO is held accountable just like everyone else.

A consistent delivery of quality begins inside the company. If you can create a great culture, both internal customers (employees) and external customers will perceive that and be excited about. Then you get better performance.

Read or download the full article on Managing People at the Speed of Change

chief optimist 1

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You are on the outside what you are on the inside-no debate!

Ann Rhoades by Ann Rhoades, People Ink.

you are on the insideOne of People Ink’s Six Principles to Creating Culture is: You are on the Outside What You are on the Inside…No Debate! In other words, your customers’ experience will only be as good as your employees’ experience. Think about that.  How many of you know what your employees’ experience is in your company? I’m also not talking about spending loads of money so that people can have a great time at work or take off whenever they want. You don’t need to do that. But there are many things you can do to improve your employees experience and much of this comes down to common themes like inclusion in company decisions, implementing suggestions, rewarding innovation, and promoting great people oriented managers.

Creating an engaged culture is the key to finding – and keeping – top talent. Mounting evidence proves a strong correlation exists between high levels of employee engagement, customer satisfaction, and ultimately performance. Gallup researchers studied the differences between engaged and actively disengaged work units and found that those scoring in the top half on employee engagement nearly doubled their success in key performance measures such as earnings per share (EPS), profitability, productivity, and customer ratings. Gallup Business Journal, June 20, 2013

culture performance

Culture drives performance

Culture drives performance because by our definition “culture is the collection of behaviors in an organization.” Many of the great brands that deliver exceptional customer experiences have strong cultures. In these companies leaders know that their culture is critical to their success and they have devoted the necessary time, effort and expense to ensuring that their culture is sustainable.

Culture Transformation Starts with Leaders

What is the key to the successful transformation of culture? Leaders must first set the  example through their own behavior. The commitment of leaders is critical. Don’t make the mistake of thinking it will happen just because you say so.

Culture by Design

A great culture doesn’t happen by accident. You have to build your culture by design so that everyone, including leaders, has a common focus. The organization needs to define the culture they want. For example you need to consider what characteristics to embody and how this will best serve your customer. We have found that using values and behaviors is an easy way to do this. Next, implement a system to ensure that people know what behaviors are expected and how they will be recognized and held accountable for living the values and behaviors.

A successful culture is about “doing the right things the right way.” You must build a credible accountability system around how the results are achieved rather than just considering those results as ends in themselves.


In the news:

Ann Rhoades will be a keynote speaker at SHRM’s new Emerging LEAD(HR) Conference on Sept. 30, 2014. For more information, visit the SHRM conference site: http://conferences.shrm.org/emerging-leader-conference

 

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Wow customer service examples around town – AT&T

Grant Spoon by Grant Spoon, People Ink.

Occasionally I come across great customer service experiences that stand out as memorable. One that comes to mind is from an AT&T mobile store in Plano, Texas. Lots of companies provide good customer service. But creating a Wow customer experience generally requires more than just a “hello, how I can help you today”. This is not a story about all AT&T stores or it’s many avenues of customer service, it’s about features that make this store stand out. It’s also meant to spark ideas for improving customer service at your business.

This corporate AT&T store is in a high volume location and stays steadily busy especially on weekends. Here are some of the things that stand out and why it’s a Wow customer service winner.

First, a rep greets you at the door. They take your name, ask AT&T store texasabout your general reason for the visit, and if there is a wait, they give you a time estimate on when the next sales rep will be available. This information is entered onto an Apple IPad and instantly appears on a small monitor at the front of the store so you’re not guessing where you are in line. This gives you the opportunity to browse the vast selection of cell phones while you wait rather than focus on trying to snag a sales rep to help you. Remember, this is a busy store and on weekends can have 30 or more customers in it at one time.

After a short wait, your name is called and the sales person greets you. These sales reps are not only well trained in products and features, but friendly and attentive to your needs. They also carry IPads which they use to look up your account information and even take your credit card payment. Talk about a flexible and interesting user experience. Sales reps are not tied to a desk or cash register during the visit and are free to roam around the store with you. All the tools they need such as transferring your contact list to a new phone is done right from the IPad.

Small round stand up consulting tables are conveniently placed throughout to create a comfortable environment.They even have plug in outlets for electric cars in the parking lot.

AT&T electric car outlets

Electric Vehicle charging stations out front.

I got a great deal on a cell phone, quickly, easily, and with exemplary service.  To top off the visit, I was escorted to the door by our sales rep and thanked while they held the door open for me.

AT&T store texas2

Exiting the store, Customer thanked while holding the door.

Looking back I count this as one of the best customer service experiences I’ve had in Dallas. If you have a great customer experience, please share it in the comments or send me a note via email.

A Wow customer experience…

  • Centers on the customer’s experience from beginning to end.
  • Pleasantly solves the problem or delivers the product the customer wanted.
  • Provides good perceived value.
  • Instills a sense of trust in the expertise of service representatives.
  • Adds something unique making it stand out.
  • Leaves you feeling uniquely served and valued as a customer.

Ways to begin creating wow customer experiences.

At People Ink our focus is on creating great business cultures which we believe leads to the delivering of better customer experiences. To wrap up this article I’ll leave you with a few questions for your consideration.

Do your employees care enough to make suggestions on ways to improve the customer experience?

Do you think the creativity and customer focus needed to create Wow customer experiences will come about if you don’t encourage it?

Do you have a system in place that reviews employee suggestions?

Do you think the way your employees are treated supports an environment of innovative thinking?

Do employees feel a sense of participation or purpose within the company?

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Values-Based Recruiting at Community Coffee Company

The above video gives you a taste of the culture Community Coffee Company is building and we think they are doing a great job.

Gayle Watson By Gayle Watson, People Ink.

I recently had the opportunity to look back at the progress made by one of our clients, Community Coffee Company. They began their culture transformation in 2012 with the help of People Ink. At that time, Community Coffee Company reviewed their core Values and developed a Values Blueprint® by defining the Values and Behaviors for all employees going forward.CommunityCoffeeLogo

With their new Values Blueprint in hand, their team integrated the Values into all of their human operating systems. One area that is having a significant impact is how they recruit, interview, and make hiring decisions based on Values. Danny Hebert, VP of Human Resources, says their turnover has declined steadily over the past three years. He attributes that to the focus on Values in recruiting and hiring.

Steve Frantz, VP of Sales, also believes the Values have made a difference in attracting and hiring the right people who fit the company’s culture. “I’ve noticed that our values are very much front and center with people who are coming and talking to us. They visit our website. They get an idea of what we’re about. We get a lot questions from people coming in about our Values. And we can tell that our values are attracting people.”

Shauntel Deshautelles, Senior Recruiting Manager, was instrumental in the production of new recruiting videos featuring Values which are posted on the Community Coffee Job Center.  She says the employees featured in the videos spontaneously talked about the power of Community Coffee Company’s Values and culture. She believes the videos have contributed to a greater number of qualified applicants seeking opportunities at the company.


Community Coffee Company has been dedicated for over 95 years and four generations of family ownership to source and roast the best-tasting coffee in the world. You can learn more about them at their website: www.communitycoffee.com.

You can view the company’s values here.

 

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Why Workplace Culture Matters

Does anyone think their business culture is a competitive advantage? If not, why not?

We typically hear about organizational culture in Human Resources circles or in the news when big headlines hit. But without an understanding of exactly how culture affects people and ultimately performance it’s easy to lose track of why a leader or a company might want to invest time and energy in developing it.

If working on a company culture didn’t actually do anything but make employees a bit happier at work, then one might think of it as a low business priority. After all, it takes time to build the necessary communication, hiring, rewards, and recognition infrastructure needed to make a culture successful.

We have seen some companies’ business cultures become so effective that they have even differentiated their company brand because of it.

Did you know, a positive and deliberate culture impacts performance?

• Companies with engaged employees outperform high performanceothers by 47% to 202% (Watson-Wyatt Research).
• Organizations with employee engagement scores in the top quartile had 18% higher productivity and 16% higher profits (Gallup).
• Highly engaged employees are 87% less likely to leave their organizations than highly disengaged employees. (Corporate Executive Board)

“Culture change led from the top and encompassing every part of the organization can deliver huge cost savings, improve performance, and boost profitability.” ~ Senn Delany

The 2006 Maritz® Customer Experience Study found 43% of all customers who defect do so because of customer service issues. The study also found 77% of the time those customers blamed employee attitude as the primary reason leading to their defection.

“A good culture is a competitive asset associated with economic performance” Almost 25% of the returns in sample companies were accounted for by the relative strength of their corporate culture. ~ Ronald Burt, University of Chicago Booth School of Business.

Other research snippets you’ll see around the web on culture and happiness at work.
Happy employees:
– are 300% more innovative (HBR)
– have 50% less safety incidents (BMC)
– have 66% lower sick leave (Forbes)
– have 125% less burnout (HBR)

Next week we’ll be talking about the importance of trust when building customer relationships and how culture directly impacts trust.

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Quick tips to making things better at work

Gayle Watson By Gayle Watson

We often get questions about how to make things better at work or improve the company culture. This is a very broad question without knowing the specifics of each company’s situation. Often workplace culture journeys begin by conducting a culture assessment which gets into the details of your culture such as whether employees can even identify company values or not, but I’ll get into that in a later article.

The simplest response is, why not ask your team?business meeting

Get them involved, get them focused on ways the team can be better. This could involve anything; however it’s important that the discussion be about common goals. Therefore the assumed question is “how can we work well together towards a common goal”?

In the end workplace team improvements usually come down to two areas. First, issues around delivering the customer experience and second, issues around the team experience, both of these influence business results. It’s unreasonable to focus only on one without the other. You can’t just say, oh let’s have a happy team. The team needs to be focused on a goal.

To Get the discussion going.
Ask your team. What will make our team experience better?
Ask your team. What will it take to make the customer experience better?
Get the team focused on a common goal. Examples of common goals could be.

  • Being known as a great place to work.
  • Achieving high customer satisfaction scores.
  • Reducing costs and waste without sacrificing services.

If you really want to make an impression, begin implementing some of the team discussions so people know their views are being heard and addressed.

Every workplace culture is different, but having a team with similar values makes achievement of goals a lot easier. You can actually hire people with desired values if you know how. This is why we recommend the PeoplePix hiring tool which helps you hire people that match  your company values. You do have a company Values Blueprint established right? The Blueprint let’s everyone know the Values and the minimum set of behaviors that are expected from everyone in real terms everyone can understand and be held accountable for.

 

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Is a Values-Based Culture Worth the Effort?

Ann Rhoades

Ann Rhoades, Author of Built on Values

A high-performing culture doesn’t just happen. It can’t be forced into being through willpower. But it can become an inevitability if you create the right environment to foster it. We have found that to move to a positive, performance-enhancing culture, leaders simply need to model the values and behaviors they want to see in employees and create systems to reinforce those behaviors. Yes, it is simple conceptually. You can change culture by design if you remember that you can influence how your employees think.

Your corporate culture can actually elicit cooperation and commitment from employees, almost without their awareness, if your values are clear and your systems are properly designed to reinforce them.

And, perhaps surprisingly, a strong corporate culture can have a huge and direct impact on performance.

Roy Disney Quote

In the course of my work, I have become convinced that positive, people-centered corporate values lead to higher performance. Perhaps you have noticed that in the thirty-five years of its values-rich existence, Southwest Airlines is the only airline that has been profitable during every one of those years. Research similarly supports these findings. For example, Harvard professor Rosabeth Moss Kanter studied large market leaders worldwide that she calls “vanguard companies.” She has found that these companies have been able to nimbly deal with challenges and transform themselves when necessary because they are “fundamentally driven by a core set of values.”

A 2008 American Management Association study found that a “positive corporate culture” is associated with higher performance. And as far back as 1999, Ronald Burt suggested that a good culture was a “competitive asset associated with economic performance.” Burt, a professor of Sociology and Strategy at the University of Chicago Booth School of Business, found that almost 25 percent of the return in his sample companies was accounted for by the relative strength of their corporate culture. More recently, a study of thirty large corporations over the past five years by consulting firm Senn Delany in Los Angeles showed that …

Culture change ”led from the top and encompassing every part of the organization can deliver huge cost savings, improve performance, and boost profitability.”

Too many leaders, though, feel that corporate culture is a low priority, especially when compared to running the business day-to-day. My colleagues in culture-rich companies would respectfully disagree. “The best companies-those with clearly articulated values and a sense of direction-have a constant sense of urgency but they’re not frantic and under enormous stress,” noted Joel Peterson, chairman of the board of JetBlue and former CEO, Trammell Crow. Is your company like an emergency room, he asks, a survival culture that’s just trying to keep the company alive or maximize sales or new product development? That works great for a while, but your best people will burn out eventually. Remember, the best employees-your A Players-have options, no matter what the economy is like. In the war for talent, as in the war for profit, culture does make a difference.

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This post is an excerpt of chapter one from the Book Built on Values by Ann Rhoades (Business culture designer)

 

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How to Create a Customer-Centered Corporate Culture

By Micah Solomon, a customer service speaker, customer service consultant, author and entrepreneur.   His latest book is  High-Tech, High-Touch Customer Service. 

A strong, consciously developed pro-customer (and pro-employee) company culture is a business advantage that will serve you for years—and inoculate you against competitive inroads.  And unlike other business advantages, a strong company culture is almost entirely knockoff-proof.  Why?  Your competitors can be 100% relied on to not take the time to focus on the long-time-frame commitment needed to build one.

Here’s why a focus on culture is so powerful in ensuring success with customers:

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Yahoo – Telecommuting Culture Gone Wrong?

What’s really wrong at Yahoo?

Ann Rhoades

Ann Rhoades, Author of Built on Values

By Ann Rhoades

Recently Yahoo announced that it was canceling employee work from home arrangements for all employees. The resulting criticism has been varied but certainly loudest from employees. Critics point out the downside to employees such as productivity losses, commuting headaches, child care costs, and other increased employee costs as reasons for their dismay. From an employee relations point of view this policy change has been a viewed negatively and comes during a time when tech companies like Google are bending over backwards to keep a happy workforce.

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Company Focus: The Company that Culture Built-Infusionsoft

Companies who are living their values and exemplifying the concept of a high performing people-centric culture deserve recognition.  They serve as an example to model, learn from, and even envy. Today’s company focus in on technology company Infusionsoft “The company that culture built”

At Peopleink, we are pleased to see Infusionsoft’s focus, from day one, on building an exemplary culture through lived values Continue reading

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The Value of a Chief Culture Officer in Your Company

By Kyle Lagunas, guest writer.

The Society for Human Resource Management (SHRM)/Globoforce Winter 2012 employee recognition survey reported that 90% of the 770 HR leaders surveyed identified culture management as an important or very important challenge for their organization. To help address this challenge, more companies are hiring culture leaders or adding responsibilities to existing roles within the company. But should this role fall on one person or or does it reside with everyone in an organization?

corporate culture right Continue reading

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Five techniques to vastly improve your interviewing and hiring results

We’ve talked in prior articles about the importance of consistently living company values through clearly defined behaviors and why this is important. Today’s article is HOW TO select people who fit the values you have defined for your company.

Later in this article we have a product recommendation for you that makes the hiring process simpler and more effective. This product is directed towards the hospital and healthcare industries yet the principles discussed next can be applied to any company.

Are you still using ineffective interview techniques that don’t deliver the best results?

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Psychology At Work-Happy Employees Give Better Customer Service

By Alexa Thompson. (Alexa writes for an online psychology resource providing prospective students and professionals with useful information about the study of psychology.)

Employees give what they receive.

Businesses understand what good customer service is but are sometimes disappointed when delivery of a product or service is combined with poor employee attitudes.  Clearly customer service training and expertise is important in delivering a positive customer experience but how does the environment employees work in affect customer service? Is it reasonable to expect employees to provide a great customer experience when their managers are disgruntled or working conditions are tough? Businesses who want more than just a warm body to provide customer service might look at how internal company management affects employee attitudes and end customer outcomes. Continue reading

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5 Steps to Creating a Values-Rich Organizational Culture

Instilling values requires more than writing on the wall.

Ann Rhoades

Author, Business Leader, Speaker

by Ann Rhoades

Just by looking at the behavior of leaders, you can tell what the values of a company really are. And all too often, those lived values bear almost no resemblance to the stated values — those lofty statements painted on the walls or sanctified in a mission statement. Many leaders want to believe that all they need to do is proclaim a set of values, and culture will magically change, but that does nothing to retool the actual values that inspire the day-to-day actions of employees on the front line.

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A Customer Service Culture-Congratulations to JetBlue Airways Award

Congratulations jet Blue on another customer service award.

Below is a June 13th letter from David Barger of JetBlue Airways informing crew members of the eighth consecutive J.D. Powers award for highest customer satisfaction.

JetBlue continues to astound.

If your looking for an example of how organizational culture can drive performance & customer satisfaction, look at JetBlue Airways. Continue reading

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Built On Values-Candidate for 2011 Book Award

Ann Rhoades’ Book on Organizational Culture becomes an Award Candidate

business book awardsThanks to everyone who has purchased the book Built On Values-Creating an enviable culture that outperforms the competition  by Ann RhoadesPeople Ink has received positive feedback from business leaders, companies, and clients about the value and usefulness of the book.  It is now a candidate for the 2011 800-CEO-READ Business Book Awards.  Nominees for the the 2011 awards are posted here

The winning books, authors, and publishers from the categories of Marketing and Sales, General Business, Entrepreneurship and Small Business, Finance and Economics, Innovation and Creativity, Leadership, Management, and Personal Development will be announced in January 2012. Continue reading

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Values-Based Culture The New Hot Topic in Business Management?

Values Based Leadership and Cultures Based Upon Values is now apparently Hot.

A recent online article by The Economist Magazine reports that Walmart is trying to instill a “Values-Based” organizational culture. Congratulations. If you need help please call us :-)

“AS WALMART grew into the world’s largest retailer, its staff were subjected to a long list of dos and don’ts covering every aspect of their work. Now the firm has decided that its rules-based culture is too inflexible to cope with the challenges of globalisation and technological change, and is trying to instil a “values-based” culture, in which employees can be trusted to do the right thing because they know what the firm stands for.”    source The Economist Magazine Continue reading

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Employee Engagement Starts by Hiring “A” Players.

Gayle Watson, V.P. Of People Ink answers questions about employee engagement and organizational culture.

Employee Engagement and Management Practices.

Question: Lately I’ve been reading about employee engagement at work and strategies to help promote employee engagement. To me some employees seem more motivated about doing a good job and it’s not really a management issue. Do you think an engaged workforce is up to management or is it that some people are just more engaged because of the innate personal qualities they have such as integrity?

“Fundamentally, you have to have the right people working for you”

Gayle: Well, it’s both, but most importantly employee engagement comes down to hiring the right people, the people that reflect the Values of your organization. Of course you can do things to reinforce employee engagement, but fundamentally you have to have the right people and if you don’t have the right people, then you won’t be able to engage them.  There is a saying, that you can teach a squirrel to fly, but it’s easier to hire the eagle. Continue reading

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Defining Your Organization’s Values-A Step towards Intentional Workplace Culture

We recently received this question from a reader:

“I have a quick question….  I am working with a client to define “values.”  Bought your book and discovered that the Values Team is doing much of what you suggest, which is nice to learn! However, we are getting very hung up on what is a value, vs. a strategy.  I don’t find any distinguishing definitions in the book.  Any help?”

What are Organizational Values?

This is a great question and one we get asked frequently when we are facilitating Values Blueprint® Workshops. Organizational Values are those beliefs held so strongly that they drive people’s behavior and dictate how people interact with and treat each other. Values, together with their defined Behaviors, set the minimum expectation of behavior for everyone in your organization, and help to lay the ground work for your company’s culture. We call this set of Values and Behaviors a Values Blueprint®. If your organization has been working on its culture for some time, then all employees should be able to state your organization’s Values and describe the Behavior that is expected of them.

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Interview Strategy-Your Quest to Attract Top Talent

Hire the Best People with a Values-Based Interview Strategy

By: Ann Rhoades, author of Built on Values: Creating an Enviable Culture that Outperforms the Competition (Jossey-Bass, 2011.)

In your quest to attract top talent, are you hiring too many people who are just average? Why not let your best people help you select candidates who are a better fit for your corporate culture?

Getting your best people – your A Players – involved in the hiring process is a technique I call values interviewing, as part of a values-based hiring strategy.

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How Google has become one of the world’s most enviable workplaces

Can lava lamps and beanbags REALLY inspire innovation?

This is a guest post by Kursty Groves of EnviableWorkPlace.com (visit their site to read more interesting articles on workplace culture, design, creativity)

News travels fast when there’s a new cool office that’s been opened – especially when that office belongs to one of the most talked-about companies in the world: Google.  With about a billion requests processed per day by the ubiquitous search machine, Google’s bid to ‘organise the world’s information and make it universally accessible and useful’ is ever-becoming a reality.   But what’s just as remarkable as the bold business ambition is the expectations on what Google demands of its work spaces.

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Corporate Culture Award of Distinction to Juniper Networks.

Congratulations to Juniper Networks for making the list of World’s Most Ethical Companies for 2011.

We are very pleased that one of our former clients is being recognized among the top companies in the world. :-) What follows is  a letter written to Ann Rhoades of People Ink from Gregory Pryor, vice president of leadership and organization effectiveness at Juniper Networks.

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Ann Rhoades Overview of Values-Based Leadership.

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Ann Rhoades provides overview of Values-Based Organizational Leadership. Video.

What drives performance in values based organizations?

The basic model that we teach and use is that organizational leaders drive the values, values then drive the behaviors, the behaviors drive the culture, and the culture ultimately defines the performance.

Organizational leadership modelSuccessful Organizations are Predictable

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It’s Official- In Bookstores Now-Built on Values

By Ann Rhoades

It has been over a year in the making but my new book is finally out in book stores. Yippee!!  This is a photo from a local Barnes & Noble store. More photos will be forthcoming.   I would like to express my thanks to all the people who have helped bring this to publication including my partners, colleagues, clients, and friends whom I list in the book.  No book is written alone and for all those who have contributed I consider it our book.  My fervent wish is that the knowledge I have helped develop over the years will be useful to organizations looking to create a desirable work place where people are treated fairly and hopefully encouraged to reach both organizational and individual potential.

Normally I leave writing of books to the professors but with the many requests over the years to put our culture management model into print it seemed like a worthwhile endeavor and one that I believe people can take and literally apply within their organizations.  Look for more information, content, even videos in the near future.

built on values book

Our local Barnes & Noble

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