Costco History
These 5 principles make up Costco's Code of Ethics
What is:
1. Obey the law
2. Take care of our members
3. Take care of our employees
4. Respect our suppliers
5. Reward our shareholders
These are the 5 things to consider when setting goals
Is it Specific, Measurable, Achievable, Results-oriented, and Time-sensitive?
These are the 4 communication styles
B - bold
E- expressive
S- sympathetic
T- technical
This is the 80/20 rule
80% of your results are produced by 20% of your employees
and - or
80% of your time is spent with you bottom 20% of performers
This is Costco's first line of defense in conflict resolution
What is the Open Door Policy
This year was big enough for two. It was the year both Costco and Sam's Club began their operations.
What is 1983
Referencing the iceberg, this is one example of "above the waterline"
What is:
Race/color
Stature (height/weight)
Clothing
This is an example of bad email etiquette
What is:
Unnecessary capitalization
Poor grammar
Unnecessary jargon or slang
Copying other employees or managers outside of a need-to-know
This is the primary goal of a counseling notice
What is "To improve, not to punish"
This includes any action that would discourage an employee from reporting violations of Costco policy, using the Open Door Policy, or participating in an investigation.
What is Retaliation
This is the department that replaced ADT and made every manager's life better
What is Central Station
This is an example of how we support our employees from the "What's My Role Now?" slide
What is:
Developing them
Being a role model
Walking the talk
Promoting our Code of Ethics
This is an example of non-verbal communication
What is:
Facial expressions
Gestures
Ornaments (clothing, accessories, hairstyle)
This is an example of the Supervisor Toolbox
What is:
Annual Reviews
Progress Reviews
Daily Coaching and Feedback
These are the top 2 reasons that employees stay silent
What is Fear and Doubt
This was Costco's reported sales for FY24
What is $249 Billion
This is the percentage of turnover that occurs in the first 90 days
What is 60%
This is your "Communication Superpower"
What is Empathy
What are the 4 critical skills
What is define standards, set performance objectives, motivation, and reinforcement
These are the 4 approaches to problem solving
What is:
High Personal Involvement / High Flexibility
Low Personal Involvement / High Flexibility
High Personal Involvement / Low Flexibility
Low Personal Involvement / Low Flexibility
This is Costco's net profit on a 64 oz jar of pickles selling for $3.69
What is $.10
These are the 4 levels of competence
Unconsciously competent
Consciously competent
Consciously incompetent
Unconsciously incompetent
This communication style is categorized as Low Dominance, Low Expressiveness
What is the Technical style
This is the #1 priority of employees and #8 priority of supervisors
What is "Full appreciation of work done"
These are 2 of the 6 sources of conflict
What is:
Goals
Roles
Procedures
Values
Character
Perceptions