Transcript Actively seeking to redefine expectations of the CBO`s role. Aligning

Thursday, October 2, 2014
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Jack’s Key Messages
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Designing effective and timely communications to
educate and create awareness (internal & external)
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Actively seeking to redefine expectations of the CBO’s
role. Aligning the expectations with performance.
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Creating a Corporate awareness of the CBO’s staff as a
partner in seeking solutions
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Championing the ideal of the CBO role as an active
support and advisory advantage for the municipalities
customers
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Effective Situational Communication for the CBO & staff
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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:
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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
partnership / solution providing role?
Our Challenges
How do we capture and develop the CBO
role within the entire Corporation
(Municipality) and with the taxpayers?
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Orientation
Cross-functional awareness
Learning lunches
Partnering
Council Presentations
Community Brainstorming
Clarity and consistency in role descriptions
RESULTS MODEL
EVENT
RESULT
RESPONSE
MSU
FHB
Our Shared Service
Accountability
CBO &
Building
Services
Team
Entire
Municipal
Organization
Mayor &
Council
Corporation
Leadership
Team
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
ADVANTAGE!!!!
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to our Customers / Clients / Citizens / Council
/Selves
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to our Organization (OBOA) – Pride &
Professionalism (not just a job)
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to each other (all) – “painted with the same brush”
Statutory obligations
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to our commitment to be consistent in how all of us
provide solutions and explanations
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To constantly collaborate (like networking during
this conference!)
CBO Performance is
enhanced when we are
recognized as a critical part
of the solution – and not a
barrier to development!
The Most Vital
Awareness
Component
Communication
“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.
To move to All-Way Communication is a progressive
move to continuous performance improvement and
effective Municipal Service Delivery.”
Jack Grosvenor
Timely Validation
Caring
Consistent
Transparent
Move from “me” to “WE”
Unconditional Trust
Passion
Courtesy
Engaging
Accurate
Professional
“one-stop-shop”
Pride
Innovative
Energy
Engagement
Representative
Integrity
Get Desired Results
Strategic
Collaborative
Progressive
Meeting Client Expectations
Delivering Superior Service
Delivery Results
As Municipal Service Providers … how can
we meet the demands of our customers?
 Patience
 Stop-Challenge-Choose
 Knowledge
of our policies, bylaws and values
 Skill
to defuse a challenging situation
 Deal
with the problem not the person
 Interjurisdictional
networking
involvement and
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 results –
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!
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Almost 50% of our customers prefer internet to
phone engagement.
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The main satisfaction driver is still timeliness
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Service Delivery is the key component of every team
member and leader in your organization. There is
absolutely nothing more important.
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Customer Awareness is a huge part of delivering
customer service!
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All of our customers are vastly different! Builders &
Developers look at solutions much differently than
The Mayor & Council!
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As CBO’s and Building Regulation practitioners we
must know how to deal with different customers …
DIFFERENTLY!
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Engagement and Involvement are your first two vital
Customer Service skills.
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Validation – Validation – Validation.
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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!