Launch Your Best Culture Lunch & Learn
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Ready to build culture from the ground up? DH hosted a lunch-and-learn session on how culture can impact the success of your growing organization. Together, we discussed the burning culture questions that keep you up at night such as: • How to create and maintain a productive company culture as you scale • How to resolve problematic areas that do not embody desired culture • How to hire for and measure performance based on culture In attendance were founders looking to develop a strong company culture from the start and leaders in Employee Experience, HR, Talent Management, Learning and Development, and People Operations. To bring our coaches to your organization for a workshop, email us: culture@deliveringhappiness.com Learn more: http://deliveringhappiness.com/services/
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Launch Your Best Culture Lunch & Learn
- 1. Launch Your Best Culture Lunch & Learn March 2016 San Francisco, CA
- 2. Sunny Coaching & Culture Chief Kelsey Support Coach Hello : ) @DHMovement
- 3. Let’s Connect First name Your company Your hot culture question/curiosity
- 4. Culture is HOT #1 issue business leaders in 2015 ~ Deloitte
- 6. But… why so hot? Attraction Retention Loyalty Build brand Word of mouth Only sustainable competitive advantage
- 7. __Work The way we work has changed $720M yr spent on engagement US, to grow to $1.5 billion. ~ Bersin & Associates
- 9. So what’s the problem? 1. Culture by default – undefined 2. Scaling culture – keeping pace 3. Culture at odds with business goals 4. Inconsistent Culture – mixed messages 5. Superficial culture- just the perks
- 11. How? A simple formula (since 2010)
- 13. Started as a book in 2010
- 14. ñ ñ ñ WHOA. 100 COUNTRIES GLOBAL MOVEMENT Then a movement
- 16. 1996 – 1 CINEMA IN AUSTIN NOW – 30 CINEMAS ACROSS THE COUNTRY “COOLEST MOVIE THEATER IN THE WORLD” – CONCEPT OF HIGHER PURPOSE WAS NONEXISTENT, WE WORKED ROBOTICALLY WITH OUR VALUES AND MISSION. THE EXEC ALIGNMENT SESSION WITH DH CHANGED IT. ~ Nick Vega, Director of Training From scaling culture
- 17. GOVERNMENT OF DUBAI StarGng with the Prime Minister’s Office Internal Train-‐The-‐Trainer AppoinGng first Minister of Happiness in Dubai Goal-‐ drive government policy & create social good To building sustainable culture
- 18. The DH Model
- 19. Zappos Core Values 1. Deliver WOW Through Service 2. Embrace and Drive Change 3. Create Fun and a Little Weirdness 4. Be Adventurous, Creative, and Open-Minded 5. Pursue Growth and Learning 6. Build Open and Honest Relationships With Communication 7. Build a Positive Team and Family Spirit 8. Do More with Less 9. Be Passionate and Determined 10. Be Humble Unique, Support Core Biz, Guidelines
- 20. The DH Model
- 21. Progress • Checklists • Learning & growing • Celebrating success • Recognition (*) • Feedback • 1:1’s
- 22. Progress @ DT Digital Telepathy, a design firm in San Diego shares progress by hitting their big gong when they make a sale or want to celebrate another win.
- 23. Progress for Zappos applicants For a while, it was harder to get into Zappos than Harvard. The Zappos team creates a sense of progress for entire community including applicants, they answer EVERY application. It comes from the top, Tony is also committed to answering every email.
- 24. The DH Model
- 25. For employees W H A T ’ S T H E L A R G E R VISION AND GREATER PURPOSE IN THEIR WORK BEYOND PROFITS? For entrepreneurs W H A T W O U L D Y O U B E PASSIONATE ABOUT DOING I F Y O U D I D N ’ T F E A R FAILURE ? OR IF YOU DIDN’T MAKE ANY MONEY FOR 10 YEARS? Vision and Purpose
- 26. To Save Cinema Alamo’s higher purpose Zero tolerance cell phone policy Vigilant about NO ADS so as not to disrupt the movie experience
- 27. Leadership Meetings Recognition Marketing Behaviors Product Design Communication Policies What’s said What’s not said Ops Cust Serv Recruiting Onboarding Connect Perks Office Space Feedback Brand In action + in systems L & D
- 28. System: Hiring 10. Be humble Zappos embeds culture in their hiring process by asking a behavioral question for every value including “Be Humble”. They test this value by how the applicant treats the Zappos Shuttle driver on their way to/from the interview.
- 29. There are days when it’s easy to feel the pressure of our own growth expectations. Other days when we need to ship product. Others still where we are dealing with government relations. It’s easy to get consumed by these. And they are all very important. But compared to culture, they are relatively short-term. These problems will come and go. But culture is forever. — Brian Chesky, CEO, Airbnb Don’t take it from us…
- 31. Think about your current culture. What 3 words come to mind? Think about your ideal culture. What 3 words come to mind? What’s the most impactful thing you can do right now to move toward that? What is your next, FIRST step? Your turn
- 32. Let’s stand and share First step…
- 33. @DHMovement What is your next FIRST step?
- 34. That’s $1500 value because we love this work! sunny@deliveringhappiness.com kelsey@deliveringhappiness.com Valid through 2016 For you! 3 Coaching Sessions for $1200 to launch your best culture
Editor's Notes
- Welcome, hello! Goals – connect, share a little of what we’ve learned, create container for you to share with each other Format- 15min intro while you eat, choose from your q’s on the wall, interact on solutions End – each of you to have an idea or first step to improve your culture And- an offer for you, help you on your culture journey
- Hi - kels & sun intro Connect, talk 15min while you eat, guide some discussions about your culture How many of you read DH? Know zappos? Did something uniquely successful there, used happiness as biz model and built enduring culture to support it Been past 4yrs been around the world working with teams to uncover and build their best cultures to create emp happiness, and biz success
- Hi…we want to have a conversation- we’re all on the journey to happiness together How many of you read DH? Know zappos? Did something uniquely successful there, used happiness as biz model and built enduring culture to support it Been past 4yrs been around the world working with teams to uncover and build their best cultures to create emp happiness, and biz success
- Culture is HOT right now.. Just google culture, see everyone getting in on the conversation From the topic of culture being a hot topic, to the value of a happy culture, to remote cultures Culture is no longer a curiosity of a few risky leading companies, it’s a robust conversation In 2015 culture became the #1 issue co’s report facing [2016 deloitte global human capital report]
- Why is culture hot? Why so popular lately? Why important? - only sustainable advantage, cannot be copied - builds brand, it’s who we are, how we define selves, our ppl is how cust will experience our brand attracting talent is challenge, want great culture retention as you grow get you through tough times, ppl are not loyal to strategy, loyal to culture, to each other, their peeps most accessible tool to change the way we work, since culture is how we do things What is culture? A PATTERN of beliefs, and behaviors, that guide a group It’s self sustaining, supports & reinforces itself How we do things around here…
- Why is culture hot? Why so popular lately? Why important? - only sustainable advantage, cannot be copied - builds brand, it’s who we are, how we define selves, our ppl is how cust will experience our brand attracting talent is challenge, want great culture retention as you grow get you through tough times, ppl are not loyal to strategy, loyal to culture, to each other, their peeps most accessible tool to change the way we work, since culture is how we do things What is culture? A PATTERN of beliefs, and behaviors, that guide a group It’s self sustaining, supports & reinforces itself How we do things around here…
- the way we work had/is changing - old paradigms need to evolve Traditional org structure of ind rev created for different time, different needs- era machines: clock in clock out, the carrot and stick, work was means to an end, to 2 car garage and 1.5 kids and american dream needs today different 1- we’re on all the time, always plugged in, not about work life separation or balance, they’re integrated, we want to bring our whole selves to work 2- need to work different- want more, dream is changing, want purpose in work, to be connected, bring skills passions to work, flexibility, to learn n grow 3- culture- word of the yr- our greatest tool – how we find our ppl so we can bring full selves, thrive at work and in world where anything can be copied, ONLY sustainable biz advantage. Co’s know it’s imp, spending lots of $ on it! word of the year last yr, hot topic in boardrooms of top co’s around world (with a big gap in readiness to address it) How do we create a workplace we can bring full selves, we’re aligned in purpose and mission personally and with the org? Answer is to a great extent, culture. Creating and defining a culture where our ppl our tribe can find us, and we repel those who won’t work and would cost us time and money to determine that… a cutlure where we can bring out best... --- we've built amazing system to scale work we've accomplished scaling work but not thriving in it one paradox is that we live in a democracy but most of us work in a top down organized report to your manager command and control based so we live in a democracy but most of us work in a more of a dictatorship how do we create a work environment we can still scale but also where ppl feel fully alive, connected to their passions, full self h20.... no fixed structures, no job titles, except human being natural inteligent dynamic heiarchy leaders step in when it fits their energy and skill and other step up for other parts not how our systems normally works
- Despite investing in culture, needle not moved much, most of world still disengaged This is who’s still predominantly showing up to work in the world. That’s right, uncle Milton! You think this isn’t you, none of us want to be miton But this is 9 in 10 of us, almost every day this is someone in the office next to us And there’re days this is us -------- And it’s costing us $550B – 550,000, 000,000 =9- ‘0’s! $2246/yr per person in losses ----- 71%(2012/13?) >> 67% (2013/14?) US workforce It’s getting better but still big problem And big gap between what we know about happiness, and what we’re doing about it
- So what’s the problem? Simple concept but not easy to get the culture right. Most common culture problems/ culture challenges we see: 1- Culture by Default – not intentional & undefined, its running you - either NOT BEST- developed by default & has some poor consequence, ie red tape, politics, hard to get things done. Or GOOD: works, but no one knows why, unknown secret sauce unknown (at risk when scale or grow) 2- Scaling culture- growing fast and keeping culture a priority when work stress is high –then as get disconnected over locations teams doing things differently, no unifying culture, no alignment – training, growin 3- Culture at odds with biz goals – how to align culture to support your biz goal, weather it’s growth or sales or changing constantly culture should support biz, and not oppose goals (ie goal is innovation but don’t have culture of diversity, or, yes-sir culture crept in where not ok to challenge..) 4- Inconsistent Culture – Competing with a subculture or sends mixed messages,not clear, hear we’re about one thing but ops support other things (ie you say you’re about freedom but 10 steps to follow precisely to execute a task, or say about expression and innovation, but don’t embrace differences, or culture fear exists) 5- Superficial culture, just perks, happy hours (not bad but when not connected to deeper meaning, but can be superficial) 6- Culture Fatigue – culture is in burnout, it’s distraction, been too many starts, stops, insincere try, flavor of the month 7- Ghost culture, not really there, culture void, soulless, about processes instead of ppl Signs you have a culture challenge! Leadership makes a big deal out of the ping pong table, tries to get ppl to play Nobody talks about culture, or shares stories of your unique ppl, ways, traditions The space is a mess. Boxes all over, clear ppl don’t care, clear you have a culture challenge Leaders don’t model a great culture- it always flows from the top It just feels weird, bumpy, things don’t hum No time or resources are allocated to culture …into > the result > MILTON – but FEEL milton, the problem --- Deloitte human capital report, 2015 culture & engagement became #1 human talent issue
- The result for co’s who are making culture a priority… gettting it right As you scale these are the challenges Being entrepreneur is exciting but it’s also tough Culture is what gets you through – ppl say this until you exp it hard to grasp (kes pull local AirBnB or lyft quote) Co’s popping up everywhere now, new co’s big ones developing complicated programs We’ve been at it since ‘culture’ was a bad word, fluffy, and been successful Here’s the secret simple formula….
- Since gotten popular, seeing all kinds of approaches to culture change Culture consulting co’s popping up, happiness co’s, the big traditional consultancies launching complex programs We’ve been doing things simply and effectively, since culture & happiness fluffy words While they create we’ve been iterating It’s based on a very simple idea, one everyone in org can get behind, and more imp, can be a leader themselves in: (happy emp = cust = company) ----- by doing this it spreads easily, allows anyone to get involved and contribute.. And it just makes sense to us so we can get on board! And even though it looks simple, not easy to achieve! Because happiness is elusive to so many of us. And because happiness and culture can be as diverse as we are as people. If it was every company would have a great culture. ----- Tony Hsieh (pronounced “SHAY”), CEO of Zappos, had a simple formula that he used: happy people = happy customers = successful company This is Tony’s secret sauce that he used to turn Zappos into a billion dollar company. Actually, it turns out, it was not such a secret; it was there the whole time in people’s intuitions. But now we have case studies and scientific research to back it up! This is why it’s so important to look at scientific evidence to help guide us.
- Like tony did with zappos, which was a huge part of their success.. From that foundation they never stop innovating and layering.. 0-2B by focusing on their culture on deeper level, at the root they focused on happiness --- How do we really want our culture to motivate ppl, toward being the best in customer service What are the deeper levels of motivation we need to build to sustainably be a culture of great cust service When you do establish a thoughtful foundation for your culture, and build it on the deeper level of what your culture is about and how you want to define it and motivate ppl… it does take longer, more of a commitment, but the results speak for themselves! (zappos $0-$2B 10yr*gross merch sales)
- For those of you who aren’t familiar… From z’s success, tony n jenn produced the book in 2010 About how every company has a unique culture and how happiness can be applied to business Became best seller in 20 languages, turned into a bus tour, movement… Then company DH a year later… ----- Before we dive into the presentation – I want to talk about what inspired me to be part of the Delivering Happiness movement In 2010, the CEO of Zappos, Tony Hsieh, wrote a book called Delivering Happiness. The book inspired me. It made me think about how EVERY COMPANY has a unique culture. It’s not about being Zappos – it’s about Zappos example to be authentic. The Good Jobs was created to help companies to be really transparent about their culture so job seekers can get an insider’s view of that company – through the lens of culture. Delivering Happiness and The Good Jobs collaboration was inevitable!
- … story.. > from 2010 book > woah! Sold 600k copies, world responded to idea of happiness, at work > bus tour, talking to ppl about happiness> > global movement 100 countries > ---- 600k+ copies (550K+) 5X #1 best seller … NY times and WSJ 20+ languages world was hungry for idea happiness, started hearing from ppl was more than book about bz, book about life
- to the company dh in 2011 culture coach-sulting- hybrid coach you to your best culture and consult on best practices, using the science of happiness workshops keynotes consulting coaching training tools… Worked with 300 companies around the world from… ----- 2011 DH the company was formed to inspire passion and purpose for a happier world company and a movement purpose to inspire passion and purpose, for a happier world we offer culture consulting that uses the science of happiness and best practices from companies leading the way in culture
- To clients like … just opened on mission st Started as 1 cinema in austin wanted to create most amazing experience for cinefiles in austin then went to scale and quickly realized not easy to scale something so unique, and scale fast realized was loosing culture … had different cultures in the locations, lack of unity, not like the original in aus, or founder’s visiont They didn’t have a north star or higher purpose to bring it together They were working with a traditional mission and set of values robotically, lifelessly Knew was a problem for them to scale (inconsistent, disconnected) Brought in DH. Up to 30 theatres today. Most recent is on mission st, sf! Today, Wired calls - the coolest movie theater in the world -- Let folks relate to growing pains of scaling with cultureAlamo’s Founder/CEO Tim League calls it “the theater for movie fans by movie fans” They prove this with a zero-tolerance policy towards talking and texting during the movie. If you talk or text, you will receive one warning. If it happens again, you will be kicked out without a refund! quote – they had been living their values and creating them robotically, then dh, started living them, became real, took effect League also says, “We love being over the top. When they visit an Alamo, guests don’t simply watch movies, they create memories.” -- We helped them define 5 core values A higher purpose – which is not to screen movies or pour beers, it to SAVE CINEMA And most importantly, we showed them how to live their culture sustainably, walk the talk, bring it to life
- To govt dubai, PMO If you haven’t been to dubai vegas on steroids gold bars out of vending machines Want to be best at everything, from tallest building to best restaurants Now to happiest nation (up there with bhutan putting steak in ground) Prime minister feels it’s gov’s responsibility for citizens to be happy We started with the PMO Now- just launched a minister of happiness in dubai to align and drive govt policy, create social good
- WHAT- dh model for happy, successful, sustainable! culture key ingredients for a Happy ME and WE are surprisingly exactly the same: FOUDATION: Values + Behaviors the things you stand for and the actions you need to back them up this is a foundational element to get the culture right note the word behaviors, the values have to be lived, in action for them to influence culture
- Main tool to DEFINE culture… way to encode the culture in the DNA core values – offered concrete way to create, build and train on culture but still allow for culture to grow organically, and ppl to be happy, instead endless rules Should be Unique - (google test!) Support core biz ie #1 deliver WoW directly supports goal to be #1 in customer service, but also #2 drive change to adapt and sustain, and #8 use resources creatively not culture of abundance and waste Lived - in the talk n walk Co-owned – everybody’s biz, co-created, relevant to ppl everywhere, no from coorp) Guidelines- act as guidelines for decisions, big to small Measured - measure what we’re serious about ie #1 wow measured in cookies & flowers sent to customers, if wowing should be sending
- LAYER IN: Science of happiness The skills and habits that research shows demonstrates make us happier and more successful Progress, control & connectedness as core focus here, use them like levers to apply to create happier culture Add in most highly researched happiness habits things like gratitude optimism and flow
- Progress is simply a sense of moving forward. We all want to feel this in life. Why learning new instrument so hard, if we don’t feel making progress, interest quickly wanes, can get frustrated and give up- see body changing at the gym, how happy do we feel? Like seeing kids grow. Even like seeing leaves on trees change, progression of seasons, of that tree’s lifespan. Job is not to manage tasks as your team grows It’s to manage ppl, help them sense progress Ie: checklists & moving through to-do’s, hitting our goals, recognition, feedback on how we’re doing… (*) recognition is one of most researched ways to create happiness at work - for culture leaders to KNOW this one especially One simple and so, so imp! Way to take this into our own hands at work is to pursue growth and learning We do this every day! Weather we know it or not, unless we are truly sitting on the couch all day, even then we are probably learning something from TV The key is to measure, or notice it. When we do, we feed our motivation, become more energized and more capable. Ie do you feel motivated to go to the Gym if you haven’t gone in months? NO! but when u start to see the results, the progress, you do. Ie How many of you think that could run a marathon next week? How many of you think that could run a 5Km next week? So if you can run 5Km next week...how many of you think could run a marathon in a year’s time? Our brains process goals and challenges better when we can break it down, and see progress Translate that into a work situation...say you are working towards a large project...don’t you want your employees to feel that the larger project or goal is attainable and motivated to achieve it by enjoying the smaller steps. The key is to notice, or measure, our evolution or growth. Unless it’s a major change, ie moving, promotion, new skill, we don’t usually recognize it. We can zoom in on this progress by celebrating success, not just the big which we’re good at, but the SMALL Sounds simple but the effect can be profound: we give our brains FUEL because it feels the accomplishment and progress, to keep going, and accomplish more putting us on steady mental track to achieve more, and in a positive growth mindset to persue our goals… in short – it inspires and drives us toward our potential.
- Digital Telepathy- design firm in san diego worked with Share in progress by hitting big gong on wall when make a sale Other co’s doing this too, no matter what dept you work in sense the progress of your contribution --- Job is not to manage tasks as your team grows It’s to manage ppl Happiness at work is often about simply making progress in meaningful tasks Help ppl zoom in, define what meaninful tasks are, set goals, and celebrate them Ie simple 1:1’s to a company coach to do this in a focused role And embedding ways to do this in your culture
- Extend that progress out eventually not just to your team, but out to your clients and community Really can strengthen your culture and create your brand Ie zappos = employer of choice, consistently fortune 100 For a while was harder than harvard to get into But answering every application, reply to every interviewee Sense of progress for community as well, values can’t be skin deep, only for us, eventually goal to extent out to cmty Comes from top, tony, answering every email
- Higher Purpose – being part of something bigger than ourselves, connected to something larger Deepest why, a north star, a reason for being to guide not just culture, decisions as well So key and so well researched it’s practically common knowledge, but it’s not commonly applied
- Entrepreneurs if you didn’t fear failure- think about it, not from your parents, peers, youSELF – what would you wake up every day to move towards passionately as fulfilling to you, and your purpose in the world what would you be passionate about doing if you didn’t make any money for 10yrs Probably not sure, not used to thinking like that. More likely know it when we see it, that’s why we say EXPLORE passions. Employees- what is bigger vision or purpose beyond their tasks that it all connects to, what is it that really drives the best of you to your best every day, in every detail? How can you connect to that?
- Ex – they kick ppl out if your phone goes off- for real! Zero tolerance for talking! Or cell phone use of any kind. Anything that disrupts your experience of the show They are not shy to kick ppl out And they have no ads! Vigilant about that not to disrupt experience.. Instead have custom pre-shows
- Key - it’s about more than defining them, about living them, putting them IN ACTION every day, part of culture And as you grow, embedding them in your SYSTEMS.. So culture scales WITH you
- Ie zappos embeds culture in their hiring system by asking an iw question for every value Ie CV3- create fun & weirdness- ask how weird are you on scale 1- 10 Ie CV1- be humble - how do you measure that? can’t ask (I am soo humble!) ..so ask shuttle driver…[pic]
- Don’t take it from us, best companies out there turning to culture for competetive ege, and for long term growth Ie Air Bnb just got best place to work (glassdoor’s 2016 #1 (from 2015 ratings)) There are days when it’s easy to feel the pressure of our own growth expectations. Other days when we need to ship product. Others still where we are dealing with the latest government relations issue. It’s easy to get consumed by these. And they are all very important. But compared to culture, they are relatively short-term. These problems will come and go. Butculture is forever. Brian Cheskey - CEO
- Hi…we want to have a conversation- we’re all on the journey to happiness together How many of you read DH? Know zappos? Did something uniquely successful there, used happiness as biz model and built enduring culture to support it Been past 4yrs been around the world working with teams to uncover and build their best cultures to create emp happiness, and biz success
- Ill give you a question to reflect on individually for a moment, then have you share with truddies What are 3 words that come to mind when you think of your current culture? Why, what's the current culture scene, what are the current challenges What are 3 words that come to mind when you think of your ideal culture? Discuss: describe it, paint picture, why is it ideal, how does effect ppl, business? Talk in present tense! my ppl are.. we do.. it is.. What is the smallest action to biggest impact you can take to move to your ideal? Why is that important? What is your next FIRST step to do this? Share out from truddies.
- ultimately we are all winners in the game of happiness, because everyone benefits: individuals, teams, the whole organization, and customers and/or clients! by changing YOUR world, we can change THE world One last exercise – what will you do? Turn to TWO ppl next to you in group of three, tell them one thing you will do Then tell us! sunny@dh.com your culture AND happiness is waiting! ---- There has never, in the history of the world, been as much opportunity to create the life and work that we want to enjoy. If we want to change our own workplace environment, much less have an impact on the future of work in general, I believe we must become detectives, students and explorers. Becoming a detective is about taking the time to examine how we see the world and requires an awareness of our own maps, a willingness to challenge those old stereotypes of happiness and what work should be. Become an Explorer. Take action. Begin the conversation in your world. Take a risk. Skillfully point out what you see at work. Ask, "Why not?" Your company may or may not understand and pursue your recommendations but when the future overwhelms them, they will remember that it was you who spoke out;
- 1:1 coaching calls or sessions in person 1hr sessions with a dh culture coach Focus on - exploring current state of culture and opportunities - Identifying meaningful culture goal, or initial vision Creating a culture plan or outlining your roadmap Other ideas Personal purpose Org purpose Values planning Defining culture
- q’nA, if you have to run- email us! We’ll share out the deck by end of next week, but if you can’t wait email us for that too!