Feel the Teal Service Excellence Initiative

CCU Customer Service Training
Coastal Carolina University
Feel the Teal Service Excellence Initiative
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CCU Customer Service Training
Personal Accountability
Coastal Carolina University
Feel the Teal Service Excellence Initiative
Module #6
Personal Accountability Objectives:
•
Define personal accountability
•
Identify things that keep us from being accountable
•
Challenge participants to be more accountable through better
choices, questions and behaviors
•
Create a culture of personal accountability in our departments
and university wide at Coastal Carolina University
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Are You Personally Accountable at Work?
Do you agree or disagree with the following statements?
1. I am totally responsible for my success at work.
2. I am very productive, regardless of my work environment.
3. I am accountable for the results I produce, even if a situation is unfair.
4. I take training classes to upgrade my skills and competencies on a regular
basis, without having to be told.
5. I am very skilled at the work I do as demonstrated by my work
performance.
6. I have demonstrated strong interpersonal skills where mentoring or
coaching is concerned.
7. I hold my team to their commitments, regardless of how it may affect my
personal
and professional relationship with them.
8. I am willing to examine my own accountability issues in order to achieve
team success.
Introductions
CCU Customer Service Training
Defining Personal Accountability
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Opening Discussion
1. Name
2. Rate your level of success with personal
accountability, 1- 10 (10 is highest).
3. What accountability question do you find
yourself asking yourself (i.e.- “Why can’t ___ do
their job?”.
Defining Accountability
“subject to having to report, explain, or justify;
being answerable, responsible.”
(Webster)
“A personal choice to rise above one’s circumstances
and demonstrate the ownership necessary for achieving
desired results – to see it, own it, solve it, and do it.”
(The Oz Principle, Connors and Smith)
Defining Accountability
“holding ourselves responsible for our own thinking and
behavior and the results they produce.”
(QBQ: The Question Behind the Question,
John G. Miller)
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Accountability at CCU
Willingness to claim 100% ownership for tasks
and relationship interactions to fulfill or further
the mission and service priority at Coastal
Carolina University.
Chain of Accountability
Accountability means that people can count on
one another to keep performance commitments
and communication agreements.
Accountability is the basis for an environment of
trust, support, and excellence.
Types of Accountability
1.
2.
3.
4.
For the discharge of one’s specific responsibilities
For the quality of one’s total performance
For meeting one’s commitments
For recognizing and responding to the circumstances
that allow you to use your leadership influence for
positive purpose
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CCU Customer Service Training
What keeps us from being
accountable?
Sound familiar??
“Why do I have to do everything around here?”
“That’s not my job.”
“Why don’t others work as hard as me?”
“Who dropped the ball?”
“If we had more… we could…”
“I didn’t know that this was happening…”
“Who did this?”
“There’s nothing I can do about it…”
“Why does this always happen to me?”
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QBQ: Question Behind the Question
The QBQ is a tool that helps leaders at all levels
practice personal accountability by asking better
questions and making better choices in the
moment.
- Flipping the Switch, John Miller
“Blame Game”
Blaming Others
Finger pointing; “passing the buck”
Procrastination
Ignore the issue
Lack of knowledge
Creates fear
Destroys creativity
Builds barriers
Hinders service excellence
Blaming Others
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Excuses
Common Day Excuses
QBQ Questions
Better Questions (QBQ)
•Make better choices by
asking better questions
•Stop blaming, complaining
and procrastinating
•Your thoughts then lead
actions
Incorrect Questions (IQ)
•Negative
•Don’t solve the problem
•Imply someone or something
else is responsible
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QBQ Questions
Incorrect Questions (IQ)
Why
When
Who
Better Questions (QBQ)
What
How
I
The answers are in the questions…
Questions and More Questions
Why do volunteers expect so much?
Why doesn’t the younger generation want to work?
Why can’t others do their jobs right?
When will the staff be more motivated?
Questions and More Questions
Why do we have to deal with all this change?
Who’s going to get me the information I need?
When will we find reliable, committed people?
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CCU Customer Service Training
Creating a Culture of Accountability
Personal Accountability Means that I am…
1. Being proactive rather than reactive.
2. Maintaining a high level of consciousness, focus, and purpose.
3. Taking responsibility for every choice, decision, and action without
blaming or finding excuses.
4. Being fully accountable for all promises and commitments I make.
5. Being clear on what is and is not within my control and/or
influence
Personal Accountability Means that I am…
6. Being task-focused rather than on making myself look good.
7. Being results-focused rather than turf-protecting.
8. Being able to bounce back from defeat, setbacks, or adversity and
continue moving toward goals, rather than surrendering to despair.
9. Demonstrating an unmistakable commitment to facing reality,
whether pleasant or unpleasant.
10. Being a powerful role model and a living example of personal
accountability in action (rather than preaching and finger-wagging at
others).
Adapted from Taking Responsibility, by Nathaniel Branden
(Fireside; N.Y. 1996
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SIMPLE Six Step Method*
S = Set Expectations
I = Invite Commitment
M = Measure Progress
P = Provide Feedback
L = Link to Consequences
E = Evaluate Effectiveness
Source: B. Miller, Communico
The Everybody Story
This is a story about four people named Everybody,
Somebody, Anybody and Nobody.
There was an important job to be done and Everybody
was sure that Somebody would do it.
Anybody could have done it, but Nobody did it.
The Everybody Story
Somebody got angry about that because it was
Everybody’s job.
Everybody thought Anybody could do it, but Nobody
realized that Everybody wouldn’t do it.
It ended up that Everybody blamed Somebody when
Nobody did what Anybody could have done.
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CCU Customer Service Training
Questions or Concerns?
“Life is so much better when we shed the victim thinking and
simply choose the path of personal accountability.”
- John G. Miller,
The Question Behind the Question
@feelthetealccu
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