Thursday, October 2, 2014

1

Jack’s Key Messages

Designing effective and timely communications to educate and create awareness (internal & external)

Actively seeking to redefine expectations of the CBO’s role. Aligning the expectations with performance.

Creating a Corporate awareness of the CBO’s staff as a partner in seeking solutions

Championing the ideal of the CBO role as an active support and advisory advantage for the municipalities customers

Effective Situational Communication for the CBO & staff

Partnering with Council for awareness, understanding and support – beginning with an orientation

Every situation requires a different type of response!

Situational Communication focusses on a shared

solution.

If you wish to make an enemy of someone … simply tell them they are wrong. This method works every time!

Mark Twain

Our Challenges

Each of our clients has a different perception / expectation of the role we “Should” perform:

• The Mayor & Council • Taxpayers / citizens• Providers & Suppliers (builders, Real Estate, etc.)• Other Municipal Departments / Colleagues• Other Municipalities• The Province• Legislative and Regulatory expectations• CBO performance expectations – sustain / improve

How do we make all customers aware of our How do we make all customers aware of our partnership / solution providing rolepartnership / solution providing role?

Our Challenges

How do we capture and develop the CBO role within the entire Corporation (Municipality) and with the taxpayers?

• Orientation• Cross-functional awareness• Learning lunches• Partnering• Council Presentations• Community Brainstorming• Clarity and consistency in role descriptions

Do we need to apply different leadership skills in different situationDo we need to apply different leadership skills in different situation?

EVENT

RESULTRESPONSE

RESULTS MODEL

MSU FHB

Our Shared Service Accountability

Mayor & Council

EntireMunicipal Organizati

on

Corporation

Leadership Team

CBO & CBO & Building Building Services Services

TeamTeam

Each and every day we represent our Municipalities, our Town’s, Cities, Townships and Districts and every one of our colleagues and staff.

We are accountable to every client (Council – Taxpayers – Providers & Suppliers) - our external customers … and every team mate / colleague working for our Corporation (internal customers).

This is not simply a job – it is a Civic Business Expectation that we must perform superbly – every day – In Collaboration.

SERVICE DELIVERY IS YOUR ONLY COMPETITIVE SERVICE DELIVERY IS YOUR ONLY COMPETITIVE ADVANTAGE!!!! ADVANTAGE!!!!

to our Customers / Clients / Citizens / Council /Selves

to our Organization (OBOA) – Pride & Professionalism (not just a job)

to each other (allall) – “painted with the same brush”

Statutory obligations to our commitment to be consistent in how all of us

provide solutions and explanations

To constantly collaborate (like networking during this conference!)

CBO Performance is CBO Performance is enhanced when we are enhanced when we are

recognizedrecognized as a critical part as a critical part of the solution – and not a of the solution – and not a barrier to development!barrier to development!

The Most VitalThe Most VitalAwareness Awareness ComponentComponent

CommunicationCommunication

“I’ve learned that people will forget what you said,

People will forget what you did,But people will never forget how you

made them feel”.Maya Angelou

“All-Way Communication ensures that our Organization has a definitive competitive advantage through open and timely collaboration with all stake holders. all stake holders. To move to All-Way Communication is a progressive move to continuous performance improvement and effective Municipal Service Delivery.”

Jack Grosvenor

Timely Validation Consistent Engaging

Caring Transparent Accurate

Move from “me” to “WE” ProfessionalInnovative

Unconditional Trust “one-stop-shop” Energy

Passion Courtesy Pride Engagement

Representative Integrity Get Desired Results

Strategic Collaborative Progressive

Meeting Client ExpectationsMeeting Client Expectations

Delivering Superior Service Delivering Superior Service Delivery ResultsDelivery Results

As Municipal Service Providers … how can we meet the demands of our customers?

PatienceStop-Challenge-ChooseKnowledge of our policies, bylaws and valuesSkill to defuse a challenging situationDeal with the problem not the personInterjurisdictional involvement and networking

And a few more ……

Interactive communication – let people know you hear their point

Know where support and information is (internal, external and CBO networking)

Own the timely solution - accountability

Know that success is measured by resultsresults – not merely performance!

Engagement with Involvement

And a few more ……

Follow–up – Follow-up – Follow-up – be accountable to bring all questions, concerns and complaints to collaborative closure.

Share your successful solutions with all Municipal staff and the OBOA!!!!

Organizational learning!

1. Almost 50% of our customers prefer internet to phone engagement.

2. The main satisfaction driver is still timeliness

3. Service Delivery is the key component of every team member and leader in your organization. There is absolutely nothing more important.

4. Customer Awareness is a huge part of delivering customer service!

5. All of our customers are vastly different! Builders & Developers look at solutions much differently than The Mayor & Council!

6. As CBO’s and Building Regulation practitioners we must know how to deal with different customers … DIFFERENTLY!

7. Engagement and Involvement are your first two vital Customer Service skills.

8. Validation – Validation – Validation.

9. To be the best Municipal Service Delivery provider … the move from “me” to “WE” is imperative … TEAM.

The CBO Role relies on our Task & Trust & Regulatory competencies.

We need to educate, communicate, demonstrate and deliver amazing

customer service to all stakeholders to establish the recognition and support we

need to perform our role superbly!