Dale Carnegie Course®: Skills for Success

Professional and Organizational Results Project Participant Handbook Who  I   Am   Professional,   Team,  and   Organiza;onal   Results  

What  I   Do     How  I          Do  It   Name: Date:

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Table of Contents

Page

Why Does the Professional and Organizational Results Project Exist? .......................... 3   How Does the Professional and Organizational Project Work?....................................... 4   Professional and Organizational Results Building Blocks ............................................... 5   Example Project Proposal ........................................................................................ 8   Sessions 2-3 - Your Project and Organizational Results ......................................... 9   Four Problem Solving Questions Worksheet ......................................................... 10   Session 3-8: Project Development Expectations and Deliverables ............................... 13   Session 3 and 4 – Project Execution ...................................................................... 13   Session 4 – Midpoint Prep ..................................................................................... 13   Session 5 – Midpoint Report Due ........................................................................... 13   Session 7 – Project Due ......................................................................................... 13   Session 8 – Final Report ........................................................................................ 13   Project Samples............................................................................................................. 14  

Notes:

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Why Does the Professional and Organizational Results Project Exist? When we improve ourselves, we improve our teams and our organizations. It is part of leading an intentional life. As simple as this seems, it has profound implications to each person attending the Dale Carnegie Course®. If we can tangibly show we have increased our ability to contribute to our teams and organizations, we have enhanced our perceived value at work. Specifically, we: 1. Accelerate our careers and provide an insurance policy for our jobs 2. Enhance our personal brand at work and in our industry 3. Receive tangible recognition for what we contribute to our teams and organizations 4. Pull members of our teams together to get significant, measurable results 5. Provide evidence of our contributions for our performance reviews 6. Show ourselves as a forward, proactive thinkers and doers 7. Position ourselves as thought and action leaders 8. Are seen as problem-solvers 9. Receive appreciation from our managers and others in our organizations 10. Give ourselves a framework to advertise ourselves as persons who should be listened to because we know how to get results This is why the Professional and Organizational Results Project exists. As part of your participation in the Dale Carnegie Course®, you are asked to develop and implement a measurable, outcome specific Professional and Organizational Results Project. This project will address an area in your work life, over which you have some control, that needs to be improved to ensure alignment between your career and your employer’s needs.

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How Does the Professional and Organizational Project Work? We start the project process in Session 1 when we do a Breakthrough Plan and then complete a vision statement with specific goals based on the Dale Carnegie Course® "Five Drivers for Success" (Self Confidence, People Skills, Communication Skills, Leadership Skills and Improving Our Attitudes). As we grow toward our goals in these "Drivers for Success", we will focus on using the skills we develop in the Dale Carnegie Course® to gain success in the Professional and Organizational Results Project. When developing your Professional and Organizational Results Project, please keep the following factors in mind: 1. The Professional and Organizational Results Project should focus on a specific goal such as increased sales, reduced turnover, higher productivity, etc. If you aren’t sure, ask your manager what is critical for you to focus on over the next several months. Or reflect on what is a recurring theme at meetings about what needs to be addressed. 2. Your performance should have a direct impact on the area of focus for the project. Why? Because your performance will improve and it is your better ability to handle challenges that will allow you to increase your effectiveness. 3. Performance for your goal should be measurable, such as revenue per account or turnover rate, etc. Ideally the area should already have measures in place in weekly or monthly reports. Already existing measures are much easier to use than ones that have not been created and implemented. 4. The goal should be realizable within the 8-week duration of the Dale Carnegie Course. Yes! This program works that fast and you deserve credit as soon as possible for the improved results. 5. If at all possible, the results should be quantifiable in terms increased organizational performance, such as of return on investment (ROI). If we can’t measure it, we can’t manage it or use the improvement as a way to show our increased value.

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Professional and Organizational Results Building Blocks •  Complete  a  Breakthrough  Plan    

 

 

                 (Session  1)  

2   •  ID  Key  Performance  Indicators    

 

 

                 (Session  1-­‐2)  

3   •  ID  Challenges  

                 

 

                 (Session  1-­‐2)  

 

 

                 (Session  1-­‐2)    

 

                 (Session  1-­‐2)  

1  

 

 

4   •  Brainstorm  Overcoming  Challenges

5   •  Create  a  Vision  of  Who  You  "Choose  to  Be"  

6   •  Select  a  Professional  and  OrganizaIonal  Results  Project                    (Session  2-­‐3)   7   •  Work  on  Project  using  DCC  Principles  and  Processes  

                 (Sessions  3-­‐7)  

8   •  Report  on  Project  Success  and  Change  How  You  Are  Perceived    (Session    8)   Here are the building blocks to create and develop your Professional and Organizational Results Project. 1. Complete a Breakthrough Plan

(Session 1)

In Session 1 you complete a Breakthrough Plan in your Participant Manual. Be sure to discuss it with your manager or a mentor and finalize the Breakthrough Plan before Session 2.

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2. ID Key Performance Indicators

(Session 1)

The following questions will give you insights into possible on-the-job applications for the skills you will develop and enhance in the Dale Carnegie Course®. What does my department and organization want to improve? What are our current business strategies? What initiatives are they driving? What is our primary focus now?

Why does my job exist? How does my job support my team and organization? How is my job performance measured? What are the key performance indicators I must meet consistently?

What are the key result areas that I need to focus on every single day to make sure I help my team and organization with their initiatives (typically 3-5)?

What gets in the way every day that makes it challenging to focus on these key result areas? (For example, —competing goals, handling complaints, lack of planning, etc.)

What do I want long term, for my career, my life? Take some time and think this out. Write it down. Don’t leave this as a vague longing. Be as specific as you can.

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3. ID Challenges

(Session 1-2)

Look at your completed Breakthrough Plan, including your assessment of your skill levels in the Five Drivers for Success. Which Drivers are stretches for you? What are some challenges you are currently facing in your job/organization/industry (refer to your Breakthrough Plan results as well)?

What needs to happen to overcome these challenges?

4. Brainstorm Overcoming Challenges

(Session 1-2)

How can you take personal ownership and action to overcome these challenges? What will you need to do differently? Which Drivers for Success can help propel you to greater results in the future?

5. Create a Vision of Who You “Choose to Be”

(Session 1-2)

In Session 1, you establish a vision of who you would like to be in 3-6 months. Finalize the vision by Session 2. Be sure to coordinate your Vision statement with your Professional and Organizational Results Project so you develop the synergy to maximize your results.

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6. Select a Professional and Organizational Results Project

(Sessions 2-3)

Based on your work in steps 1-5, you are ready to identify a project that will talk in terms of your manager’s and organization’s interests. Do a brief project proposal and turn it in to your trainer by Session 3. Please refer to the example on next page. Ultimately this will help you build your personal reputation. Example Project Proposal My name is Rich Smart and I work in the landscape division of a concrete and masonry company. I primarily focus on design. I see an opportunity to generate additional revenue and help in the reduction of warranty costs for customers by developing a Landscape Investment Protection Package. In order to accomplish this, I will have a landscape service technician trained and in operation on or before April 12, 20XX (four weeks from now). In order to make this work, I will develop a market plan that targets the last 2 years’ of customers with a letter, brochure, and follow up. I have already conducted an initial market test by interviewing a half a dozen customers and have received positive feedback. Achieving this objective will ultimately generate an additional $90,000-$130,000 for landscape revenue and reduce warranty costs in 20XX. To ensure this happens, I will need to focus on enhancing his leadership skills (Driver for Success #4) to keep the landscape technician and customer service personnel motivated and focused. Furthermore, I will focus on keeping his attitude and enthusiasm high for the project so it doesn’t stall or get forgotten in the hectic pace we see in our organization. This project is substantially under my control and my manager agrees it is the type of project that will help me and our company move forward.

7. Work on the Project Using DCC Principles and Processes / Turn in Written Report in Session 7 (Sessions 3-7) Throughout your DCC program, you will receive numerous tools to help you achieve your goals. These tools include 30 Human Relations Principles, 30 Principles for Controlling Worry and Stress, and many communication processes and concepts to help you “tell your story” with conviction and power. 8. Report on Project Success and Improve How You Are Perceived

(Session 8)

Not only will you report on your successes to your fellow participants, you will market your achievements by reporting to your management team. This will help you receive recognition for your efforts and newly enhanced skills to get things accomplished effectively and efficiently.

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Four Problem Solving Questions Sessions 2-3 - Your Project and Organizational Results The following questions will help you reflect on the situation you are considering for your Professional and Organizational Results Project. This is also an example of how to apply one of the Basic Techniques in Analyzing Worry which is covered in Session 3. Note how these questions focus on fixing the problem, not placing blame.

Sample 1. What is the problem (or opportunity)?

2. What are the causes of the problem?

(Customer dissatisfaction, decreased sales, etc.)

(Poor support strategy, poor quality, inexperienced team, etc.)

3. What are the possible solutions?

4. What is the best solution? (Offer new services…)

(Expand customer complaint dept., offer new services, develop new training, etc.)

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Four Problem Solving Questions Worksheet Help define your project by answering the following questions. It may take a little time to research the questions so don’t wait until the last minute. And be sure to discuss this with your supervisor so he or she can help you and see you succeed. 1. What is the problem or opportunity?

2. What are the causes of the problem?

3. What are the possible solutions?

4. What is the best solution?

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Draft Professional and Organizational Results Project Outline (Due at Session 3) Name:

Organization:

Phone:

E-mail:

Taking all the work you have done to date and feedback from your manager and/or mentor, answer the following questions to describe your Professional and Organizational Results Project. Project Description (For example, offer new xyz service to customers)

Improvement Objective – How will you measure the results? (For example, through customer surveys, billing, etc.)

My First Step Is… (For example, build a business plan, call a meeting, etc.)

Turn copies of pages 9-10 in to your Trainer at Session 3

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Which of the Five Drivers for Success will you use to help you achieve the results of your improvement objective? Please write down below how you will use those drivers to achieve these goals. (You do not have to use all of the drivers.) Self Confidence

People Skills

Communication Skills

Leadership Skills

Reduce Stress and Improve Our Attitude

Please keep a copy of pages 9-10 for yourself, too!

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Session 3-8: Project Development Expectations and Deliverables Throughout Sessions 3-7, continue to work your Professional and Organizational Results Project outside of class and use class time as well as accountability partners to share and solicit ideas. Recognition, enthusiasm, leadership, flexibility, disagreeing agreeably and managing stress are all tools for project use.

Session 3 and 4 – Project Execution Reflect on how putting stress in perspective, making our ideas clear, energizing our communication, and motivating others and enhancing relationships will help you in your project. Plan on how the Dale Carnegie Human Relations Principles and Worry Control Principles can help you and your team implement changes. Strategize how you will use enthusiasm, the little recognized secret of success help overcome obstacles and challenges? Session 4 – Midpoint Prep You are half way through the class and underway your way with your project. How will communicating your ideas clearly and energetically help you on your project? Refer to the Midpoint assessment in your Participant Manual and work on it between now and next week. Session 5 – Midpoint Report Due Turn in your mid-point assessment. Gaining cooperation from and influencing others are enablers to success. How will the Gain Willing Cooperation Human Relations Principles and knowing how to Disagree Agreeably assist you in implementing a successful project? Session 6 – Report on Project Progress Prepare for a 30 second report to share with the group covering what your project is, your progress (including how you are or will address challenges) and your anticipated project results. Session 7 – Project Due Hand in your Final Professional and Organizational Results Project Report on your organization’s letterhead and addressed to your manager and/or mentor. This is required to receive your graduation certificate in Session 8. See Project Samples on the following pages for examples of what others have done... Session 8 – Final Report Be prepared to give an oral report on your Professional and Organizational Results Project. You will have two minutes to communicate results of the project using the Magic Formula for Influencing Action. 13

Project Samples The following are examples of class projects (process, sales, and service) to give you an idea of project expectations. These are samples only and you are free to customize your work to reflect your organization’s culture and language. Be sure to use your company letterhead on your final report and address it to you manager and/or mentor.

Professional and Organizational Results Project – Sales Example My Professional and Organizational Results Project was "Enhance my existing Sales Plan that will enable increased sales in 20XX and beyond." I choose to strengthen People Skills, the Second Driver for Success. People at my organization resist change and we need people to embrace the new Sales Plan or we will never achieve our goals. To start, the new Sales Plan was created with management and corporate input that ensured covering all aspects of a successful plan. Several training meetings were held with the associated departments to explain the need to increase our sales resource capacity to sell more without adding staff and the importance of their participation. Since the Sales Plan launch, more than 10 employees have been in contact with customers and are actively involved in the sales relationship process. Estimating a sales number for a return on investment basis is difficult to predict. When viewed from a human resource standpoint, I can honestly say that we have saved at least $45K since we did not have to hire additional staff. Over the past month the employees that have been involved with the sales process have felt a sense of importance and accomplishment, and appreciate their role in selling out services to current and potential new customers. I enthusiastically praise every accomplishment and provide the training and support needed to make the Sales Plan a success. Creating an eager want in others while they participate in the Sales process is beneficial in acquiring new customers, and maintaining our current relationships. Sincerely, Pat Doe

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Professional and Organizational Results Project – Process Improvement Example My Professional and Organizational Results Project was "Have a successful project launch and to sustain positive change on the manufacturing floor." The area I selected for implementing change was the extrusion department. I decided to implement a process for (TPM) Total Productive Maintenance due to the large amount of unscheduled downtime exhibited by a particular piece of equipment. During the month of May alone this piece of equipment was only available for production 56% of the time. The largest factor taking away from the available production percentage was unscheduled downtime in the form of repairs. These repairs took away 165.5 hours of production that month, totaling 37% of the available production time available to run. The Drivers for Success I Identified as critical were communication skills, especially listening to others, and leadership skills, especially motivate and inspire people to change. I began started by collecting data and communicating with the operators of that machine since they are most familiar with its operation and inherent problems. I made sure that I spent a lot of time listening to them to get the best understanding that I could as to what types of things give them problems on a day to day basis. I wanted to make sure that I understood their concerns and also what their expectations were for a TPM program. I began with a training session. I spent a good portion of the day teaching all of the team members about the tools that we were going to be using throughout the week so that there was cooperation and coordination between team members. Once we got out on the floor the team was fantastic. Even through the dirty jobs of cleaning and scrubbing the machine the enthusiasm and participation remained high and I praised them enthusiastically for their jobs well done. All the operators present in the area during the time of the event were consulted frequently for their input into all changes to ensure improved ownership of the changes. Many unsolicited improvements were also provided by the area operators. Through the week we were able to establish what repairs were required on the equipment, implement an OM (Operator Maintenance) program, provide a maintenance team Preventative Maintenance (PM) program, establish guidelines for the area and also implement tracking metrics. All of the operators were trained in the new procedures and standard work at the end of the event and positive feedback was provided by all. Since the event there has been no recorded downtime on the piece of equipment. This represents a $40,000 savings to the company compared to last year. The morale in the area has shown improvement and feedback provided by the operator indicates that the system is working for them. I am continuing to support the area while closing down open action items and I am enthusiastically looking forward to improved performance in the future. Sincerely, Chris Doe, Manager, XYZ Organization

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Professional and Organizational Results Project – Service Industry Example My initial goal for the Professional and Organizational Results Project was to communicate and educate. This could apply to both my own team and the main groups that we support, involving hundreds of people. After a time, I realized that this goal was not specific enough, and I began to refine my goal to one which focuses on communication and accountability for my team’s business plan goals. By increasing communication within our own team, we will be eliminating any duplication of efforts, saving time and increasing productivity, and we will be working toward specific goals that will benefit both our team and our internal customers. Our new fiscal year began on June 1, 20XX, and with it came new goals for our business plan. Many of the main goals are the same each year, but specific tasks are adjusted as our responsibilities change and evolve. I noticed that there are recurring themes that we discuss every year, but very few steps are taken to accomplish the larger goals. For example, one of our team’s main functions is to complete requests submitted by other groups within our company, to provide information and technical solutions that improve efficiency and quality. This request process is always a hot topic of discussion, and there are many opportunities for improvement. In order to increase participation and communication regarding all of our business plan goals, we will be meeting every three months instead of every six months to discuss them. In addition, I have begun creating a simple tracking method so that members of my team can attach their names to certain tasks. That will allow ownership of the task, with the expectation that they can bring in other team members at any point to help accomplish the goal. I have also spoken to my supervisor and a couple of key team members, and they agree that this would be a very valuable tool. We will be meeting in August to roll out the new process, which I will do with enthusiasm and will give them a fine reputation to live up to, explaining the benefits to their own development as well as the benefits to the team. I will be reinforcing my team’s efforts with a quarterly email of appreciation, highlighting the progress that the individual Analysts have made. I plan to formally measure the effectiveness of my project in November, at our six-month business plan focus meeting when individual statuses will be communicated to the whole team. My interim goal is to get each of the 11 Analysts assigned to at least one task on our business plan by the end of September. My manager and I agree that this shift will ensure our business plan strategies will stay on track instead of being waylaid by distractions, as it was last year. Though we have not affixed a monetary value to staying on track, the senior management committee has made it clear that this is a critical issue for which we will be evaluated accordingly. Sincerely, Jen Doe

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