Transcript Excellence Beyond Diversity A Program on Social Justice

Metamorphosis – The Story of
the Houston Municipal Courts
System
Cloud-Rainosek & Associates, LP
Who We Are – Cloud-Rainosek &
Associates
• Business since 1991
• Corporations, family owned business,
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government entities, non-profits and individuals
Experts in habitual behaviors and emotional
connection
Online behavioral assessment
Selected Kouzes & Posner – congruent values
and views of leadership
City of Houston Municipal Courts
Administration Department
• Sahira Abdool, Director and Chief
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Clerk, City of Houston Municipal
Courts Administration
Appointed by Mayor Bill White – 2007
Increase public confidence and
expand access to justice
Build staff confidence and court
efficiency
Improve fiscal accountability
City of Houston Municipal Courts
Administration Department
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Process 1.4 million violations annually
6,000-8,000 customers daily at 19 courts
Over a $13,000,000 administrative budget
More than 300 employees of diverse ethnicity,
education, and experience
Approximately $13 million budget
Generates over $70 million in State & City fine
payment revenues
Open 24/7
City of Houston Municipal Courts
Administration Department
• Employee surveys showed:
Eager for improved communication to and
from management
Eager for training and career development
Eager for recognition
Eager for effective management
City of Houston Municipal Courts
Administration
Video
Process
• Sahira’s vision:
Create an organizational culture and
environment that demonstrates
progressiveness, professionalism, integrity
and advocates a passion for service
excellence and high performance.
• Long term process
• Working with City’s budget and staff’s
time
Process
• Leadership Ethics Statement and PRIDE values
• Communication skills program – habitual
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patterns and blocking behaviors
One day LPI program for executives
Skill practices regarding communication skills,
blocking behaviors and LPI development
Sharing with Observers
Retest – LPI
Leadership Challenge Workshop
Executives
• Completed communication skills, habitual behaviors and
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blocking behaviors
Completed the one-day LPI and sharings with Observers
Completed retest of LPI and sharings with Observers
Completed Leadership Challenge workshop
Currently working on development plan and sharing for
Observers
Skill practices at each stage
Mentoring managers and supervisors
Managers and Supervisors
• Two groups for the managers and supervisors
• First group has completed communication skills,
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habitual patterns, blocking techniques, LPI and
Observer sharings
Second group has completed communication
skill, habitual patterns, blocking techniques, LPI
and is preparing their Observer sharings
Skill practices in all areas
Bailiffs
• Completed communication skills, habitual
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patterns and blocking techniques
Daily practice clearings and review one blocking
technique
Leader has emerged and is mentoring other
departments
Lead Clerks
• Have reorganized court clerk’s job descriptions
• Lead clerks have now completed an introduction
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to the communication skills, habitual patterns
and blocking techniques
Managers and supervisors are facilitating the
clerks’ growth and change
Leaders are emerging
Habitual Patterns
• Control
• Illusion of Politeness
• Excessive Investment in Work, Projects
and Activities
• Relation to Five Practices – thirty
statements
Blocking Behavior Techniques
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Rationalization/Justification
Excuses
Changing the Subject
“Pick up marbles and go home”
Void of feelings
Dependency
Focus on others
Control
Judgmental
Playing the “devil’s advocate”
Hidden agenda
Avoidance
Municipal Courts Values
• Professionalism – Striving for perfection, quality
and excellence in our commitment to public service
• Respect – Respect for Human Dignity and the value
of every person
• Integrity – Honest, Open and Fair in the
performance of our duties
• Diversity – The strength of our Team comes from
individuals with different experiences and
perspectives
• Empowerment – Fostering confidence,
responsibility and trust
Municipal Courts Leadership
Ethics Statement
• Show respect for my peers, stakeholders, employees and citizens
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through acknowledgment, listening, communication and
tolerance. I will make every effort to honor the feelings and
perspectives of these parties.
Practice confidentiality in all my interactions with my staff and my
colleagues, thereby demonstrating respect for each individual,
myself and the Organization.
Be responsible and accountable for my actions. I recognize that
my accountability includes fiscal responsibility, time and resource
management, maintaining accurate court records, and compliance
with all State, City and Departmental policies.
Utilize communication as a two-way process for problem solving.
If I have a concern about another individual, I will make every
effort to speak directly with that person one-on-one to work
toward a resolution. I will avoid using third-party communication
to confront issues or resolve problems.
Municipal Courts Leadership
Ethics Statement
• Promote continuous improvement through assessing my skills
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and my staff’s skills, enhancing the business processes, training
staff and recognizing the contributions of my staff. I will reward
my staff appropriately, as well as praise them publicly.
Lead by example by demonstrating Integrity, a positive attitude,
fairness and honesty. I will strive to encourage my peers and
fellow employees to adopt the same commitment.
Foster a productive, vigorous, high-spirited and fun team
environment for our colleagues and external partners.
Promote personal empowerment by providing challenging
assignments, the freedom to make decisions and the opportunity
to learn through growth. While encouraging empowerment I will
hold myself and others to a high standard of accountability.
Skill Practice
• Blocking Behavior Techniques Handout –
select the behavior that fits the scenario
• Five Practices and Commitments Handout
- determine which practice the scenario
impacts
• Municipal Courts Values and Leadership
Ethics Statement Handout – apply the
value and ethics statement that are not
being practiced in the scenario
Skill Practice
1. I will explain what prevented me from finishing
a project on time. I will provide many pieces of
information that “substantiate” my point, and
use this information to feel better about missing
my deadline.
Skill Practice
2. When I want to control what’s going on
around me, I hone in on something my
“adversary” ahs said. I ridicule, question,
or judge them about their choice of words.
Skill Practice – Answer Scenario 1
• Rationalization/Justification, Excuses
• Model the Way: set a personal example; follow
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through on promises and commitments.
Professionalism, Integrity, Empowerment
(3) Be responsible and accountable for my
actions
Skill Practice Answer Scenario 2
• Focuses on others, Control
• Enable Others to Act: actively listen to diverse
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points of view and treat others with respect.
Professionalism, Respect, Empowerment
(1) Show respect for my peers, stakeholders,
employees and citizens
(4) Utilize communication as a two-way process
for problem solving
(6) Lead by example by demonstrating Integrity,
a positive attitude, fairness and honesty
QUESTIONS?
THANK YOU!