Code of ethics
Following all state/federal/country rules and regulations
Building codes
Equal employment opportunity commission guidance
All labor laws regarding wages
OSHA safety requirements
What is Obey the law?
To continually provide our members with quality goods and services at the lowest possible prices
What is Costco's mission statement?
Specific, Measurable, Achievable, Results-oriented and Time-sensitive
What is SMART Goals?
Employees staying silent, and not wanting to express their concerns on known issues
What is fear of retaliation?
The 20% of the 80/20 rule
Provide an exceptional level of member service
Honor our return policy
Provide a safe and clean shopping experience
What is Take care of our members?
Do:
Allow time for getting to know them on a personal level
Support their ability to take risks
Provide ideas for taking action
Don't:
Expect them to be strictly focused on one task
Rush to the hard data or facts
Limit their ability to participate
Be impatient
Rely on technical explanations alone for buy-in
What is Expressive style (personality)?
Unconsciously Competent
Consciously Competent
Consciously Incompetent
Unconsciously Incompetent
What is The Four Levels of Competence?
The first step in order to put the open door policy into effect
What is you?
Reasons
Solutions
Actions
Follow-up
What is coaching ?
Hire good people, provide good jobs, pay good wages and good things will happen
Two-year termination rule
Loss of an employee is a failure on managements part
Promotional opportunities
Teach, teach, teach-it's 90% of my job
What is Take care of our employees?
Do:
Communicate in an informal and casual way to establish rapport
Take time to understand and support their personal goals
Acknowledge their contributions
Help them feel comfortable around you
Don't:
Are you or create conflict
Expect them to make quick decisions
Leave them without assurance that what you're asking for will be right
Talk too much about the business or personal matters
What is Sympathetic style (personality)?
Connecting with employees
Being a leader
Delegating responsibility
Reliable communication
What is the Qualities of a Great Manager?
Goals, roles, procedures, values, character, and perceptions
What are types of conflicts ?
Being accurate
Specific
And consistent
What is observing?
Tough, but fair-a deal is a deal
They are our partners
Treat them as guests
No gratuities or bribes
Pay on time
What is Respect our suppliers?
Do:
Use a direct diplomatic approach
Prepare your presentation thoroughly
Use tablets charts and reliable sources
Be organized specific and precise
Don't:
Be disorganized or uninformed
Be offended by their careful attitude towards you
Exaggerate or appeal to emotions
Apply time pressure or Rush their decision making process
Technical style (personality)?
Leading through ego
Poor communication skills
Laziness
Poor emotional intelligence
What is the Qualities of an Ineffective Manager?
You have options to offer
You want to offer those options
What is high flexibility?
Annual reviews
Progress reviews
Daily coaching an feedback
"If we follow the four principles of our code of ethics throughout our organization then we will achieve our fifth principle and ultimate goal which is two ______ ___ ____________."
What is Reward our shareholders?
Do:
Ask direct question
Present the facts efficiently
Present facts with options
Keep interruptions and distractions to a minimum
Don't:
Expect small talk before business
Waste time or get off topic
Attempt to direct order or make decisions for them
Be disorganized or distract them from their tasks
What is Bold style (personality)?
Color, Stature, Disability, Age, Education, nationality, hobbies, culture, beliefs, ethnicity, sexual orientation, personality, Etc...
What is the Diversity Ice burg?
Low amount of interpersonal communication
Distant or removed
What is low personal involvement?
Competitive
Cultivates
Confidence
What is the three C’s from Mr.C?