The Dark Side of Being Boss

The Dark Side of Being Boss

Heather ScalfDirector of Quantitative Assessment

UT Arlington Libraries

scalf@uta.edu

About me Brief bio

◦ BA Biology in 1984

About me Brief bio

◦ 7 years as an Army officer◦ HAWK missile Tactical Control Officer and Battalion Control Officer

About me Brief bio

◦ 6 years in retail distribution with Target◦ Floor supervisor

◦ Brown field experience◦ Opened new facility

About me Brief bio

◦ Began working in libraries in 1999◦ Began as Circulation Manager/student supervisor

◦ Mary Baldwin College◦ USMA

◦ Completed MLS in 2005◦ UT Arlington

All this to say…

In the many career iterations that I have had, the common denominator has been that I have supervised, led and managed people in many different roles and a variety of environments.

Remember when

The model

Holland, Johnny. (2011, January 24). The A-B-C of Behaviour. Retrieved from http://johnnyholland.org/2011/01/the-a-b-c-of-behaviour/

What are the ABCs?

Common example

Bennett, Michael J (2013, April 30). Roasted chicken dinner plate. Retrieved from http://commons.wikimedia.org/wiki/File:Roasted_Chicken_Dinner_Plate,_Broccoli,_Stuffing,_Potatoes,_Demi_Glace.jpg

Väsk. (2005, September). Ice cream cone photographed in Sweden. Retrieved from http://commons.wikimedia.org/wiki/File:Glasstrut,_Tip_Top.jpg#filehistory

Common example

Common example

Spring, Steve. (2005, November 28). Individually wrapped slices of American cheese. Retrieved from http://en.wikipedia.org/wiki/File:Wrapped_American_cheese_slices.jpg

Behavior

Consequences Positive

◦ Might not be what you think

Consequences Positive

◦ Might not be what you think

Negative◦ Aka Punishment

ABC gridAntecedent (Before) Behavior Consequence (After)

Who was there, what was happening, what was the environment?

What did the person do? What happened? What did I do? What did others do?

A cautionary tale Retail distribution experience

We had a two shift, seven day a week operation. Trailers have 3 days to be unloaded from the time the trailer is dropped on the lot.

Antecedent—LOS standard, m-a-n-y trailers on the lot

Planned behavior—increase cartons per hour productivity, get more trailers unloaded before their LOS date

Consequence--We used a reward system that gave teams an extra 15 minute break for exceeding 110% productivity on a per shift basis

Trailer 1

Retrieved from http://www.m-o.com/freightworks.html

Trailer 2

Bartholdi, III, John J. (2003, September 27). Warehouse and Distribution Science. Retrieved from http://www2.isye.gatech.edu/~jjb/wh/sites/cf/cf.html

We rewarded productivity

What do you think happened?

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ProductivityLOS

Focus» Remember that the whole process is about changing behaviors, not the

people themselves. » An attitude is not a behavior. An attitude can be demonstrated by behaviors,

but the focus is on the behavior.

Watch out!

In the library Much more complex

In the library Much more complex

◦ Customer service is key in our environment

In the library Much more complex

◦ Customer service is key in our environment◦ The process works the same, but you may have simultaneous behaviors

going on at the same time

In the library Much more complex

◦ Customer service is key in our environment◦ The process works the same, but you may have simultaneous behaviors

going on at the same time◦ “Service with a smile”

In the library Much more complex

◦ Customer service is key in our environment◦ The process works the same, but you may have simultaneous behaviors

going on at the same time◦ “Service with a smile”◦ But also with an answer

Courageous conversations

Courageous conversations

The Cowardly Lion as illustrated by William Wallace Denslow (1900)

Courageous conversations

What?

Courageous conversations

What?◦ A courageous conversation is any conversation with another person that may

be difficult to have.

Courageous conversations

What?

With whom?

Courageous conversations

What?

With whom?

How?◦ Four steps

Courageous conversations

First, ensure that both parties are operating from a shared perspective.

Courageous conversations

First, ensure that both parties are operating from a shared perspective.

Seek context

Courageous conversations

First, ensure that both parties are operating from a shared perspective.

Seek context

Focus

Courageous conversations

First, ensure that both parties are operating from a shared perspective.

Seek context

Focus

Plan for future

Courageous conversations

What?

With whom?

How?

When?

Best response

Kaylee. (2012, July 31). Sealing the Deal – Get the Volunteer. Retrieved from http://www.volunteerlocal.com/blog/tag/strike-while-the-iron-is-hot/

Most Common response

All too often response

Lucy and Ethel on the candy assembly line at See’s Candies. Photo credit: CBS Television.

Coaching Process

Identify behaviors

Examine environment(antecedents)

Apply consequences

Measure results

Coach and modify

(Conversation)

Questions??

Heather Scalfscalf@uta.edu