LISTENING INTELLIGENCE - HARNESSES COGNITIVE DIVERSITY 12 06 Evaluating Employees - Colorado Society of Association Executives
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Fall 2019 (vol. 13 issue 4) | www.csae.org EXCELLENCE BY ASSOCIATION
LISTENING INTELLIGENCE
HARNESSES COGNITIVE DIVERSITY
12
06 Evaluating
Employees
and Contractors
08 Managinga Team:
A Lesson from Bees
Colorado
Society of
Association
Executives
Contents
fall 2019 vol. 13 issue 4
Features Departments
6
5
News from the President
Tips for Evaluating Your 17
Tech Tip, Adobe Spark
Employees and Your
Contractors 18
Resource Review, Talent Generation
8
Everything Bees Taught Me
About Managing a Team
12 20
Member Spotlight, Nathan Cooper
Listening Intelligence 21
Harnesses Cognitive Member Benefit, HR Worries?
Let CSAE Help
Diversity
22
Infographic, The Changing Workforce
Colorado
Society of
Association
Executives
About: On the Web www.csae.org The Mission:
Who We Are, What We Offer, Leadership, CSAE is the community where
CSAE News, Committees and Volunteers association professionals within
Colorado connect, learn, and support
Learn:
CSAE Events, Online Learning,
!"' one another.
GO Digital:
Engagement Groups An e-version of Executive Memo becomes The Promise:
available on www.csae.org once the issue CSAE is committed to delivering
Association Resources:
is published. It’s a fun, interactive way to high-value programs and services.
Articles, Publications, Books, Legislative
experience and share the magazine. If a CSAE member is not completely
Updates, Research and Reports
Between editions, keep up on all things satisfied with any CSAE offering,
Career Center: CSAE via Facebook, Twitter and LinkedIn. CSAE will make it right or refund
Job Postings, Certification Information the member’s money.
Join CSAE: CSAE is:
Membership Information All about leadership
Don’t forget to check out csae.org Committed to association excellence
for more resources, stories Future-focused
and inspiration. Unique learning opportunities
An effective advocate
Executive Memo is the quarterly publication of Colorado Society of Association Executives (CSAE) and is provided as a benefit to members. Submit your article to jt@csae.org.
Deadline for all material is six weeks prior to issue date. Submissions are edited and published as space allows. Letters to the editor, suggestions, comments and encouragement are welcome.
Expressed opinions and statements in this publication do not necessarily represent the opinions of the CSAE board of directors or its membership.
Cover image, ©ingimage.com
www.csae.org | fall 2019 | 3
Colorado
Society of
Association
Executives
www.csae.org
FALL 2019
Agile Technical Solutions for Today’s
Membership and Certification Needs Executive Memo is the official magazine of CSAE, Colorado
Society of Association Executives. CSAE brings together
Proudly Serving the Association Community since 2005 association leaders to foster professional and personal
excellence through unique learning opportunities that inspire
members to achieve more and guide associations into the future.
Copyright 2019 Colorado Society of Association Executives
CSAE EDITORIAL COMMITTEE:
MARILEE YORCHAK, CAE, CO-CHAIR
Digital Analytics Association
myorchak@digitalanalyticsassociation.org
303.728.4395
LESLIE SHIVERS, CAE, CO-CHAIR, CO-EDITOR
Association Pro to Go
leslie@associationprotogo.com
303.359.2751
Colorado
PROUD
Society of LANCE RITCHLIN, CO-EDITOR
MEMBER
Association R-Star Productions, Inc.
Executives lritchlin@gmail.com
303.842.5559
agilutions.com
FRANCINE BUTLER, PHD, CMP, CAE
Empressa Consulting
francine@empressaconsulting.com
303.725.9155, ext.105
MELANIE PENOYAR-PEREZ
Penoyar-perez@smenet.org
303.948.4266
BECKY ROLAND, CAE
WESTERN
Phoenix AMC
broland@phoenix-amc.com
303.551.3266
MOLLY SAUSAMAN
American Beekeeping Federation
msausaman@abfnet.org
404.760.2875
LAURIE SHIELDS
Laurie Shields Design
info@laurieshieldsdesign.com
303.777.6354
CSAE EXECUTIVE DIRECTOR
JOAN TEZAK, CAE, CMP
JT@csae.org
Authenticity.
CSAE PRESIDENT
RHONDA SCUREK
Housing and Building Association of Colorado Springs
Hospitality. 4585 Hilton Parkway, Suite 100
Colorado Springs, CO 80907
Experience.
rhonda@cshba.com
719.592.1800, ext. 119
PUBLISHED BY:
Colorado Society of Association Executives (CSAE)
8690 Wolff Court, Suite 200
Westminster, CO 80031
303.650.0301 office
303.650.1450 fax
www.csae.org
SALES CONTACT:
CHEYENNE.ORG KATIE WHITE
The Wyman Company
800-426-5009 352.388.7031
kwhite@thewymancompany.com
4 | fall 2019 | www.csae.org
NEWS from the
president
What’s Your CSAE Story?
Where has the year gone? It seems like only yesterday we convened in Pueblo for our 2019
Annual Conference. Although the year has been moving forward at what seems like rapid speed,
I hope you have been able to join CSAE for one or two of our many programs this fall. My goal is
to make CSAE the place to be—excellence by association—and I hope you are seeing that in the
wide variety of programs that we packed into the first quarter this year. Whether you are a CEO,
Executive Director, Sales Manager, or in charge of business development, our goal is to bring you
education that you can use the next day in your professional life.
The board has already met twice and will be meeting one more time before we close the
chapter on 2019. In our first two meetings, we focused on the strategic priorities for the next
three years for the association. From our discussion, we identified three key focus areas:
• Connect
• Learn
• Lead
Great buzz words, but how will this translate to CSAE?
We plan to connect by continuing to tell our story, but, more importantly, we want to know—what
is your CSAE story? You joined CSAE for a reason, and we want to know why, and how we
can surpass your expectations. CSAE is about collaborative dialogue through our association
members. How can we help? What are you looking for? The board wants to know. By asking
these questions and working together, we will make a stronger CSAE community.
Lunch with Leaders is the foundation, but we are so much more. CSAE offers resources to
learn at your pace. Twice a month, members can join live webinars for a minimal cost. These
webinars are CE accredited and cover a wide variety of topics ranging from cybersecurity to
member engagement to marketing. If live webinars do not fit your schedule, CSAE has more than
100 self-paced, online seminars. To find out what is available, visit www.csae.org/csae-events/.
The CSAE website also offers a multitude of articles from governance to membership to personal
development. Take a minute to explore the Association Resources tab, and I guarantee you will
walk away with a least one new idea you can use in your association or business.
Our last strategic priority is Lead. We realize that change is happening throughout the
association and that change has a name: The Millennial and Gen Z Workforce. Millennials and
Gen Z now represent approximately 38 percent of our workforce. These tech savvy and out-of-
the-box thinking generations have resources to offer and the older generations need to foster
those resources through mentoring and taking the time to truly listen. Millennial and Gen Z
workers want a mentor, and CSAE needs to take advantage of that need and reach out instead
of complaining that these generations are too focused on tech and the C-suite.
I invite you to become part of our strategic priorities. Tell your story, ask that question or reach
out to someone who may not be struggling but just looking for that person to mentor them. You
never know whose life you may change.
Rhonda Scurek
www.csae.org | fall 2019 | 5
TIPS FOR EVALUATING YOUR
EMPLOYEES AND
YOUR CONTRACTORS
By S. Lorrie Ray, Esq., SPHR, SHRM-SCP
W
e asked S. Lorrie Ray, Esq.,
Member Engagement
Director with Employers
Council, to provide advice for
successfully evaluating your staff.
Some “staff ” are direct employees,
and some are contractors.
She offered advice on how to
successfully address issues and
maintain a positive relationship.
©ingimage.com
TIPS FOR MANAGING A
DIFFICULT EMPLOYEE 4. One skill that can be difficult to acquire 2. Offer plenty of praise to employees
Every manager does well with highly is determining priorities. If an employee who treat others well, so that it
skilled, pleasant employees. When is not prioritizing well, meeting more becomes the norm.
managing a difficult employee, everything often for a period of time might help the 3. If an employee’s behavior is unpleasant,
changes. To be successful when faced with employee develop this skill. describe the behavior carefully, and
such a challenge, an important first step is 5. At some point, employees need to give examples of the kind of problems
to determine what category the problem demonstrate that they can perform the it causes, and explain exactly which
falls into: skills or behavior. functions of the job. Some employees behavior will not be tolerated. This will
learn more quickly than others. Expecting help the employee determine if this is a
IF THE ISSUE IS A SKILLS DEFICIT: all employees to learn quickly will lead to workplace where they will be able to work
1. B
e clear in explaining the specific disappointment. Determine a reasonable successfully.
expectations for the position. time for employees to start exhibiting 4. Provide suggestions on how an employee
2. E
nsure that training has taken place satisfactory performance. If the skills are might approach an interpersonal situation
and has been complete by talking to the not acquired in that time frame, allow the differently, so they can learn good
employee and finding out what he or she employee to move on to a position where behavioral skills in the workplace.
has learned. they can be successful. 5. Do not allow an employee who behaves
3. W
hen mistakes occur, describe not only badly to stay at your organization, just
what the mistake was, but how it impacts IF THE ISSUE IS BEHAVIORAL: because they are highly skilled. Allowing
the business, and why it’s important that it 1. Be clear in explaining how employees are them to do so encourages bad behavior
be done correctly. expected to behave in the workplace. from others.
6 | fall 2019 | www.csae.org
TIPS FOR WORKING WITH AN An independent contractor is free to seek
INDEPENDENT CONTRACTOR
Each federal and state taxing agency has its
out other business opportunities, which can
include using advertisements, maintaining a
CSAE MEMBER
own set of laws and definitions explaining
which factors are important in determining
visible business location, or communicating
about the business through word of mouth. BENEFIT – HR
whether a worker is an employee or an • I ndependent contractors are usually paid
independent contractor. The intent of the
parties is not the determining factor. Even
by a flat fee for a “job.” Sometimes the
nature of the services provided dictates
SUPPORT
if the worker requested to be classified as an hourly payment, but this should be By Becky Roland, CAE, Phoenix AHC
an independent contractor, the various avoided if possible.
agencies will make the determination using •A n independent contractor realizes As a member of CSAE, you have
their own criteria. a profit or suffers a loss because of access to resources and information
The general rule is that a company the services performed because the on employment/HR issues through
may not direct or control an independent independent contractor operates as his the Employers Council. Employers
contractor. The relationship between the or her own business. Council is more than 200 legal and
parties must be examined to determine HR professionals with experience
if an individual is an employee or an RELATIONSHIP BETWEEN THE WORKER and expertise in every facet of human
independent contractor. AND THE BUSINESS: resources and employment law.
In 2006, the IRS announced a revised •A written agreement between the They are easily accessible and well
test that consolidates the IRS’s earlier, company and the worker shows the equipped to address your issues.
“20-factor” test into 11 factors, organized parties’ intent to form an independent They serve employers of all sizes by
into three subgroups. The subgroups are contractor relationship, and is vital. responding to requests for assistance
behavioral control, financial control, and the The agreement will be relevant only if it with timely, considered advice and
relationship between the parties. Reviewing reflects the actual relationship at the time providing all the tools necessary to
these subgroups is helpful in determining the services are performed. attract, hire, train, and retain the best
how to work with independent contractors •W hen the business provides the worker possible workforce.
so that they do not appear to be employees. with employee-type benefits, such as
insurance, a pension plan, vacation pay,
BEHAVIORAL CONTROL: or sick pay, it is difficult to maintain an CSAE MEMBERS RECEIVE THE
•W
hile it is okay to review the work independent contractor relationship. The FOLLOWING BENEFITS WITH
performed by an independent contractor, payment of company benefits to a worker EMPLOYERS COUNCIL:
instructions about when, where, and is strong evidence of an employment
how to work may not be discussed. This relationship. •A
ccess to the Employers Council
instruction includes setting working hours, •W hile independent contractors can have website for resources including
the number and frequency of breaks, how long-lasting relationships with a company, the handbook template and
the work is performed, and the type of a continuous day-to-day work relationship handbook planning guide, and a
equipment to use. between a worker and an organization is an staff representative (Deborah Dale
•C
onversations about what needs to be indicator of an employment relationship. Brackney) who will answer questions
done are expected, but training that the • If a worker provides services that are a key for members on a 15 minute consult
business gives to the worker, especially if aspect of the company’s regular business
that training concerns performing services activity, it is more likely that the company •A
ccess to Employers Council public
in a particular manner, is not part of the will have the right to direct and control training classes (registration fee not
relationship. Independent contractors the worker’s activities. Integrated services included)
typically use their own methods. indicate an employment relationship.
•A
ccess to Bulletin and Hot
FINANCIAL CONTROL: S. Lorrie Ray, Esq., SPHR, Topics articles:
•B usiness expenses are not reimbursed to SHRM-SCP, is Director of https://www.employerscouncil.
an independent contractor. the Member Engagement org/about-membership/news
•A n independent contractor often has a Department for the Employers
significant investment in the equipment Council. She has experience in the variety Becky Roland, CAE, is the
and facilities used to perform the services. of problems facing employers, and is a CEO of Phoenix AMC, an
An independent contractor should have his frequent lecturer on employment law. association management
or her own tools and materials. Previously, Lorrie prosecuted wage and company that has been serving
• I ndependent contractors make their hour cases for the U.S. Department of the Denver area for 13 years.
services available to the relevant market. Labor Office of the Solicitor.
www.csae.org | fall 2019 | 7
EVERYTHING BEES TAUGHT ME
ABOUT MANAGING A TEAM
By Molly Sausaman, Executive Director, American Beekeeping Federation (ABF)
I
nterpersonal dynamics are fascinating. I read more about human “The Servant as Leader.” This style is also
called coaching, training or mentoring.
nature and the complexities of relationships than any other topic,
The focus of servant leadership is to help
and I have made a conscious decision to be a positive influence on employees improve their own performance.
those around me. So far, this decision has served me well. It’s effective for helping them develop and
advance professionally and reach new levels
Long before I became the executive director more pertinent question is: Do you put of performance and productivity. The key to
of the American Beekeeping Federation, I conscientious effort into managing? success with this management style is being
used the expression “you catch more bees Instinctively, my highest priority is the trustworthy.
with honey” to describe my interpersonal personal and professional well-being of my Nevertheless, a servant leader will have
style. From my experience, people respond team. I’ve heard from employees, time and troubles with negative employees who are
positively to kindness, and while I’ve built time again, that they feel greater quality of life unmotivated. In my case, I do my best to hire
my management style around this principle, when they enjoy and take pride in their work. positive and motivated people. For the most
I often daydream about why no single Because the individual contributions of all the part, I’ve been very fortunate to have good
management style reigns supreme. team members are what bring success to our people working beside me, but on occasion
Leadership experts agree that the best organization, I see it as my duty as a manager I have been known to cut my losses rather
managers bring their talent, natural qualities to cultivate an environment that supports my than waste time trying to support and coach
and hard work together to find the best team’s professional interests and aspirations someone who has no interest in flourishing.
style for their specific situation, and they and, in turn, their happiness. While my management style works for
often employ different styles at different My management style fits into the “servant me and has afforded me great professional
times depending on the circumstances. leadership” bucket—a phrase coined by gratification, I find it fascinating that another
Are you one of these managers? Perhaps a Robert K. Greenleaf in an essay titled manager using a completely different style
8 | fall 2019 | www.csae.org
may have these same feelings. I find it even allows them to strategize and innovate. is best left to employees who are experienced
more fascinating to hear other managers Nevertheless, lack of focus on details can and qualified to carry out their tasks.
complain about poor staff performance lead to problems, particularly if team
while neglecting to identify themselves as a members are inexperienced or new. SERVANT LEADERSHIP
possible problem. Hopefully, you are already Authoritative management is typically Also known as: Coaching, Mentoring
in the habit of reflecting upon, revaluating better for experienced professionals who are
and refining your management style. If not, knowledgeable and capable of working with Supporting employees is central to the
I hope this article gives you the information little or no supervision. servant leadership management style.
you need to start. Managers who embrace this style spend their
Let’s take a closer look at some common AFFILIATIVE time coaching and mentoring their team.
management styles and how to use them. Also known as: People Come First It is effective for helping team members
There is no limit to how many styles can develop and advance professionally but
be employed by one manager, if they’re People are more important than their requires strong interpersonal skills, high
done right. functions in the affiliative management levels of credibility and expertise and a strong
style. It emphasizes conflict management commitment to professional vision.
AUTOCRATIC and promotes harmony in the workplace. The learning experience that comes
Also known as: Coercive, Directive Team chemistry is a high priority. Affiliative with this management style encourages a
managers motivate by seeing to it that thirst for achievement among employees,
The autocratic management style is all about everyone is happy and satisfied. This style improving their motivation and
having full control, and micromanaging is doesn’t leave much room for a stern performance. It also promotes greater
very common. The manager makes decisions approach when poor performance needs to manager-employee trust, bonding and
and takes on a “do as I say” approach. be corrected. collaboration. Managers who oversee large
If employees fail to fall in line, they face Affiliative management is great for groups of employees may not have the time
consequences. Employees are motivated keeping up morale, and feelings of self-worth to work this way, and a downside of the
mostly through fear of discipline. The and self-esteem will be high among team servant leadership style is the temptation
main benefit is speed and efficiency, as the members. Since the emphasis is not on for the manager to take on more work and
manager’s orders are carried out. performance, employees are not subjected to mentoring than is practical.
This management style was common a lot of pressure and may become complacent
for the baby boomer generation, but it’s about their productivity. When a manager LAISSEZ-FAIRE
becoming less common today. It promotes uses this style as a long-term management Also known as: Delegative
very little learning, and new and innovative strategy, it is likely that performance of
ideas are unlikely to emerge. Employee employees will be mediocre. The laissez-faire management style
dissatisfaction is likely to be very high. This emphasizes employee freedom. A laissez-
will ultimately result in low productivity and PARTICIPATIVE faire manager will only appear present
poor performance. In the long term, this Also known as: Democratic, Collaborative at the beginning of the work process to
top-down approach isn’t going to work. It provide guidelines and the end to review
should be used rarely. The participative management style offers the outcome and provide recommendations
employees an opportunity to engage in for improvement. This management style is
AUTHORITATIVE decision-making. Employees are encouraged popular in organizations where employees
Also known as: Visionary, Transformational to voice ideas and take responsibility for need space to be creative, and can result in a
results. Because there is a collaborative high level of job satisfaction and productivity
The authoritative management style focuses process involved, the participative for teams who enjoy autonomy.
on providing a long-term vision and keeping management style encourages cooperation A team of highly skilled professionals
everyone on the team moving in the same among employees, and they are willing to will thrive under the laissez-faire approach,
direction. They entrust their employees to work hard to implement their collective but the lack of oversight is not appropriate
handle the details about how to get there. vision. Employees will feel valued and for teams who cannot self-manage or solve
They don’t involve themselves in the day- morale will be high. problems on their own. If not careful, laissez-
to-day details. This management style gives The participative manager is willing faire management may result in missed
employees a sense of freedom. Authoritative to listen to everyone and motivates by deadlines and poor work quality.
managers must have a lot of credibility to recognizing team effort and rewarding
command great respect and cooperation from employees for it. This leads to better WHAT’S YOUR STYLE?
employees in following their vision. manager-employee relationships, meaning Remember, there is no right or wrong
Authoritative management helps motivate less turnover and greater employee loyalty. It management style. Do any of these
employees to work toward common goals also encourages employees to solve problems management styles describe your approach,
and solutions. They are free to perform in a and develop innovative ideas. However, or do you think your team could benefit
way that is most comfortable to them. This democratic decision-making takes time and from switching things up?
www.csae.org | fall 2019 | 9
Has an employee ever told you
something memorable that gave you
reassurance about the effectiveness
of your management style? I had an
employee who suddenly had to take
care of a family member due to a bad
accident. This employee was a single
mom who worked part-time and
attended school part-time. We were
able to provide her with a flexible work
schedule so she could help her family
member, be there for her kids, still go
to school and get her work done. In her
words, the flexibility was “invaluable
and very much appreciated.”
Tyrone Adams, CEO, Colorado Association
of REALTORS
The nature of the organization and managed in the same way, so I need to In a few words, how would you
the work, personalities, capabilities, be flexible to accommodate their style. describe your management style?
experience and values involved all affect Some employees want more direction My management style is based on
the effectiveness of any manager’s style. and guidance, while others want to take collaboration, empowering and fun.
Being aware of your management style a project and run with it. I also believe in How did you develop and refine your
and tailoring it based on these factors transparency. Being transparent allows management style? I developed my style
can improve your team’s productivity and employees to understand the direction through DELP and coaching for over
employee morale, and reduce turnover. of the association and how their position 15 years.
I find it gratifying to see my team fits into achieving our goals and serving How do you inspire your team to
consistently churning out great work our members. In addition, I’ve learned give 100 percent? By having them
not because they feel the need to live that a collaborative approach where being involved in the process and
up to my expectations but because employees are asked to provide input decisions. Believing and trusting them
they’ve developed high expectations for and feedback makes them feel like part to take calculated risks and decisions. If
themselves. In my world, a happy team is a of the bigger picture and purpose of the something doesn’t work, it’s not about
productive team and a productive team is association. I also learn a lot from their punishment, it is more about learning
a happy team. In keeping with my natural ideas. It helps us to think outside of the from our mistakes.
instincts, I methodically cultivate an box and provide great service to our Has an employee ever told you
environment in which my team can thrive. members and industry. something memorable that gave you
In turn, my team members are proud of How do you inspire your team to reassurance about the effectiveness of
what we’ve built together and go home give 100 percent? I believe in leading your management style? I hear it more
feeling positive and fulfilled. by example and tying our work to the from my peers and others who interact
greater outcomes for the association with my team. They like that I have their
INSPIRATION FROM OUR PEERS and the industry. If my employees back and trust and empower them to be
Allison Gault, MBA, CAE, Executive Director, know that I’m giving 100 percent to my the professionals they are hired to be.
Colorado Nursery & Greenhouse Association role and I’m clear about how our work
(CNGA) benefits our members in tangible ways, it
inspires them to want to do the same. In
In a few words, how would you describe addition, understanding what motivates
your management style? My management your employees on an individual basis Molly Sausaman has served local,
style is very flexible, transparent and is important. Providing recognition in a state, regional, national and
collaborative. variety of ways (public, time off, bonuses, international organizations over
How did you develop and refine your hand-written notes, etc.) is an excellent the past two decades and
management style? After many years of opportunity to show your employees that relishes the dynamic nature of the
managing people and having managers, you care about them and recognize their association management profession. She
I learned that not everyone likes to be hard work and achievements. can be reached at msausaman@abfnet.org.
10 | fall 2019 | www.csae.orgThe feeling you get when you
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for the last 50 years.
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www.csae.org | fall 2019 | 11Listening
Harnesses Cognitive Diversity
Int
By Dave Momper, founder of Thrival Concepts
12 | fall 2019 | www.csae.orgtelligence
©ingimage.com
www.csae.org | fall 2019 | 13H
ow can leaders foster the skillset of listening in which we each habitually listen, the
dynamic changes drastically. Listening
a way that drives productivity, innovation, and intelligence heightens your own
awareness of yourself and of how others
profits? How does the discipline of listening listen—and of how others might think
and what they care about. This allows
first and on purpose make your entire endeavor your team and your organization to
leverage that awareness to optimize
more impactful, more human, and more fulfilling the true impact and value of diversity
in our organizations, because it affords
for all stakeholders? an entirely new set of questions that
can reveal and transform how well we
communicate.
Forty-two percent of businesses of listening, and it allows a team or To further explore cognitive diversity,
acknowledge they don’t formally listen an entire organization to objectively and to understand the impact of
to their customers.1 Simultaneously, recognize and harness the power of communication and diversity on
employee engagement,2 leadership,3 that cognitive diversity in order to be performance, two key questions were
performance,4 and innovation5 are stronger and smarter together, thus posed to Patricia Elias, EVP, Global
directly impacted by poor listening. making more prudent, thorough, Head of HR and General Counsel for
What are we all missing? competitive, and meaningful decisions Service Source, a Denver-based global
As much as the importance together. organization.
of listening is discussed in our We are each seeking out or filtering
organizations, the act of listening information in four key capacities: What are some of the key diversity
is misunderstood, and developing as connective listeners, as reflective factors and nuances that all
this skill is often misaddressed. This listeners, as analytical listeners, or as executives should be considering?
is where the concept of listening conceptual listeners.
intelligence unlocks a new paradigm Connective listeners are seeking out Patricia Elias:
in how we think about communication and filtering for the information that In recent years, various studies have
and the impact that listening has on relates to and impacts others. Reflective brought awareness to the benefits
performance across the organization. listeners are seeking the information of a diverse workforce from top to
Listening intelligence is the that relates to their own knowledge bottom. Companies in the top quartile
awareness of the different cognitive and experience. Analytical listeners for gender diversity on executive
habits we each apply as we process the are seeking the details and objective teams were 21 percent more likely to
information around us. As we problem- facts that are available, and conceptual outperform on profitability and 27
solve, set expectations, innovate, make listeners are filtering for the big-picture percent more likely to have superior
decisions and take action, we are all possibilities and the new ideas that are value creation, according to a McKinsey
listening to, and for, a certain subset of available. & Company study published in early
the available information. As we process information, we each 2018.6 The strength of diverse teams is
We each have different priorities, apply all four filters to our interactions, acknowledged to stem from diversity of
values, backgrounds, expertise, but we prioritize, resulting in a background, experiences, and thought
experience, and responsibilities that hierarchy with various preferential processes.7
affect our listening style. Those different weights to each filter. In short, we each Organizational design professionals
styles comprise our cognitive diversity. filter for certain facets of information, have a litany of tools at their disposal for
Yet, often those differences lead to before we tend to shift our attention assessing teams and thereby attempting
tension, conflict, disengagement, or towards other facets of information. to develop and coach more effective
delays in action, simply because people Historically, we approach listening group cohesion and collaboration. Blues
don’t understand or value each other's in a binary and rhetorical way—are have learned how to communicate and
perspectives. Listening intelligence we listening, or are we not?—but empathize with reds (DiSC); INFPs
lets us actually (and finally) see the act when we can actually see the way in can see where ENTJs are coming
1
https://blog.hubspot.com/service/state-of-service-2019-customer-first
2
https://www.achievers.com/blog/how-to-show-your-workforce-that-youre-really-listening/
3
https://www.td.org/insights/listening-is-the-secret-weapon-of-good-leaders
4
https://www.td.org/insights/mutual-respect-is-the-foundation-for-your-teams-extreme-performance
5
https://www.tlnt.com/the-secret-to-innovation-diversity-and-listening/
6
https://www.mckinsey.com/~/media/McKinsey/Business%20Functions/Organization/Our%20Insights/Delivering%20through%20diversity/Delivering-through-diversity_full-report.ashx
7
https://hbr.org/2016/11/why-diverse-teams-are-smarter
14 | fall 2019 | www.csae.org“Harness the power of
cognitive diversity.”
from (Myers-Briggs), and we’ve learned women should avoid asking for a pay How to combat the false-
the dark and the bright side of our raise.9 Throw in a global organization, consensus effect and improve your
personalities (the Hogan Development with different time zones (sleepy organization’s communication? Think
Survey). And there’s plenty more where employees and those in the middle of of your communications plan as
those came from. Most of these tools are their day who might be under greater your marketing department would.
heavily weighted on how we communicate stress), different native languages, and Advertising tutorials are filled with
with others, and how we prefer to be different idioms in the lingua franca differing views on effective frequency—
communicated with. Importantly, (ever tried to explain a first down to the number of times someone must
however, we all have distinct and equally someone living in Bulgaria?)—even the hear your message before getting that
important variations in how we listen. best communicators can be stymied. buying feeling and then acting on it.11 If
In order to filter out the billions of you must craft your message in multiple
bits of information flooding our brains How do you see communication different ways, using not only different
every second, we’ve learned some tricks and diversity intersecting in the words but different communication
to help.8 As anyone who has attended organization? channels, more individuals in your
an unconscious bias training session organization will hear your message.
knows, those tricks can sometimes help Patricia Elias Second, as in marketing, employ a focus
(jumping out of the way of a rattlesnake) Diversity of background, thought,
Continued on p. 16
and sometimes hurt (making a hiring and experience brings an additional
decision based on confirmation bias layer of required mindfulness in
instead of facts and data). A trans-Pacific the organization when devising a
Islander woman will have different communication strategy. In a global
ways of filtering information as well organization, diversity of native
as communicating than, say, a straight language speakers and cultures
American woman. And an introvert requires obvious shifts in strategy:
will have different ways of filtering plain language, absence of idioms,
information than an extrovert. How and sometimes more explanation of
we listen is a big part of how we filter unique cultural concepts. However,
this information, and raising awareness intraregional diversity (of gender, race,
within our teams about these listening ethnicity, age, etc.) is often less obvious.
differences is an important step to The importance of diversity is
celebrating the diversity within our underscored by the false-consensus effect:
organizations. an unconscious (or “cognitive”) bias
Verbal communication and the uptake where individuals tend to overestimate
of that communication (listening) has its the extent to which their opinions,
challenges even when all parties involved beliefs, preferences, values, habits, and, • Scenic outdoor space for casual events and
are native speakers of the same language. yes, listening and communication, are break times
Ever try to put a new CEO in front of normal and typical of others.10 If we
the media on a sensitive topic? Think think everyone hears the same thing • A 22,000-square-foot facility with a 3,000 sq.ft.
of Satya Nadella, CEO of Microsoft, we do when we communicate, we will auditorium, plus several smaller meeting spaces
speaking at a 2014 conference celebrating be less likely to make the effort to be
• Tables/chairs, AV equipment, ceiling drapes,
women in computing and implying that inclusive in our words and speech.
podium included with rental
8
https://www.forbes.com/sites/daviddisalvo/2013/06/22/your-brain-sees-even-when-you-dont/#28bdd214116a • 20% multi-day discount for
9
https://www.theguardian.com/technology/2014/oct/10/microsoft-ceo-satya-nadella-women-dont-ask-for-a-raise
10
https://dictionary.apa.org/false-consensus-effect events lasting 3+ days
For example, https://www.krusecontrolinc.com/rule-of-7-how-social-media-crushes-old-school-marketing/; https://www.catamountmarketing.
11
com/content/newsm/news?show=VIEW&a=39; https://www.ballantine.com/understanding-the-marketing-rule-of-7/
12
https://www.nytimes.com/2017/10/08/business/dove-ad-racist.html
grandlakecenter.com
www.csae.org | fall 2019 | 15“Millenials value Inspire your managers to be a part of
the overall communications strategy.
all of our differences. In conjunction
with the many valuable organizational
talent and Give them the information they
need to appear knowledgeable about
development tools available, the
concept of listening intelligence
innovation as the initiative, including awareness
of the entire communication plan,
enhances and empowers the people of
your organization to see listening and
the greatest talking points for message delivery communication in an entirely new light.
and objection handling, and the It allows individuals to understand
company asset.” opportunity to ask questions of themselves and others on a deeper
leadership. This method does the level, and it prompts both empathy and
most to eliminate hurdles to clear appreciation for the diverse ways we
communication and engagement are all cognitively processing the world
group to vet your message. This focus by your teams. First, because the around us.
group should, importantly, not only be message is personal—it’s tailored to Building your organizational
comprised of individuals from different the audience more specifically than communication strategy on the
levels within your organization (from line any corporate-produced email or foundation of the awareness afforded
workers and receptionists to managers video ever can be. Second, because through listening intelligence puts our
to executives) but be comprised of it’s live—employees have the ability fellow humans at the epi-center of all
individuals of different races, ethnicities, to ask clarifying questions. Third, it’s of our business endeavors, which is
genders, sexual orientations, and local—thereby eliminating many of precisely where humans belong.
ages. Skipping this important step has the communication challenges that Ultimately, you can become stronger
consequences: just ask Dove, who in an multinational companies face when and smarter together by aligning
effort to celebrate women of different crafting communication plans. And everyone in the organization towards
racial backgrounds, “missed the mark.”12 finally, it’s in-your-face: managers a common goal and purpose, and
Improving your effective frequency, will hopefully be able to gauge their ensuring all people are concerted
ensuring your message is vetted by audience’s level of attention, listening, and clear about a communication
your constituents, and simplifying your and understanding during a meeting strategy that describes and defines the
message are a great start—but these when fewer distractions are present. tools, technology, systems, protocols,
steps are not a panacea. Organizations Empowering managers to deliver practices and disciplines that drive
large and small continually struggle messages isn’t the end of the road for business performance and fosters happy,
with ensuring an important message is organizations. The same cognitive productive people.
communicated from the leadership all biases that stymie diversity in business
the way to the entry-level employee. It’s a will rear their ugly heads when a Thank you to Patricia Elias, Executive
classic game of telephone: leaders believe message is delivered—whether it’s Vice President, General Counsel, Head
their message is clear and concise, and an organizational directive or a of Global HR of Service Source, for her
have given the mandate that the same performance coaching conversation. In contribution to the Q&A section.
clear and concise message be cascaded addition to unconscious bias training to
throughout the organization. Come to raise awareness of our own limitations,
find out (sometimes months or even organizations must still embark on a
years later), the message never made multifaceted communications plan
it. Why? It’s probably because your to ensure that the same message is Dave Momper is the founder of
more junior managers didn’t deliver the delivered in multiple ways, on multiple Thrival Concepts—a leadership
message as directed. Don’t assume this platforms, and that the message is communication training firm
failure to communicate is because of reinforced early and often. that empowers companies
stubbornness or lack of understanding how to approach the act of listening as
of the message. As with all initiatives, Conclusion a strategic business discipline. Dave is
a communication strategy works best As Patricia highlights, a multifaceted also the Executive Producer and Host
if the people being asked to deliver it communication plan that raises of CreativeMornings/Denver—a monthly
understand what’s in it for them—and the individual and organizational breakfast lecture series on creativity and
impact to others and to the organization awareness is essential to harnessing design. Email Dave at davidmomper@
of their role in the process. the cognitive diversity afforded by thrivalconcepts.com.
12
https://www.nytimes.com/2017/10/08/business/dove-ad-racist.htmlTECH tip
EASILY ADD CREATIVITY TO YOUR SOCIAL
MEDIA WITH ADOBE SPARK
By Molly Sausaman, Executive Director, American Beekeeping Federation (ABF)
©ingimage.com
As someone who has been using strikes. It’s a web-based platform that I love Adobe Spark because it
Adobe creative products since the early can be used on a desktop or tablet, or alleviates the worry of keeping up
2000s, I reluctantly gave Adobe Spark you can download the following three with the Joneses in a world where
a whirl upon the recommendation of mobile apps from the App Store and multimillion-dollar advertising campaigns
a trusted colleague who is a serious Google Play. reign supreme. You can harness the
graphic designer (unlike myself who talent of Adobe’s creatives and feel
enjoys making pretty pictures just for •S
park Page: Create one-page confident that your association’s look
fun). Adobe specializes in visual design websites where all the content is stacks up. The predesigned themes
and marketing software, but most accessible via scrolling. are set up to give you plenty of room
of the products are geared toward for customization without the hassle of
professionals and have steep learning •S
park Post: Create social graphics piecing together options ad hoc (and
curves. This is not the case with such as feature texts and photos with it won’t let you destroy your look by
Adobe Spark! overlaid design filters. piecing together options that do not
Adobe Spark is an integrated suite work well together).
of three easy-to-use media creation •S
park Video: Create animated If you’re juggling multiple roles and
applications that allow non-designers to videos. Edit your videos, add images struggling to find time to make creative
develop impactful social graphics, web and icons, record user voiceovers, social media work for your association,
pages, and video stories in minutes, add music background tracks, give Adobe Spark a try. You might just
whenever and wherever inspiration and more. like it!
www.csae.org | fall 2019 | 17RESOURCE review
TALENT GENERATION
By Francine Butler, PhD, CAE, CMP, President, Empressa Consulting
Sarah Sladek became as association interconnectedness, globalization
household word upon publication and opportunity. She points out that
of her earlier book, The End of millennials have changed jobs three
Membership as We Know It. It is times more frequently than older
not known how many organizations generations because they don’t support
changed their membership goals and/ the values of the business they work for
or operations based on her ideas… and/or “their leadership skills are not
but it was significant. This book being fully developed by their current
should have no less of an effect. The employer.” They are the best educated,
subtitle captures it all: How visionary most protected and supervised workers.
organizations are redefining work and They are likely to change jobs to seek
achieving greater success. meaning and value. They value talent
“We are in a workforce crisis.” These and innovation as the greatest company
words are in the opening paragraph asset. Hence, the “Talent Generation.”
and address the core of the text. It The book highlights several examples
is currently believed there are not of organizations that have abandoned Talent Generation: How Visionary
Organizations Are Redefining Work and
enough young people in the workforce traditional methods of workforce
Achieving Greater Success
to replace retiring workers. Sladek management. By Sarah Sladek
challenges this premise. She maintains The concepts of management and (2017), ASAE: The Center for Association
there are enough but they don’t leadership are laid out in a table; Leadership, 242 pps. Paperback
want to work the same jobs in the following are some examples.
same organizational cultures as their Management says “administer”;
predecessors. leadership prefers “innovate.” Tell
Enter the millennials! At the end of becomes inspire; maintain becomes compared baby boomers, Gen X,
2015, millennials, then aged 24–37, develop. Systems are people...etc. Gen Y and Gen Z on a number of
constituted the workforce majority. It is not difficult to see why leaders characteristics, such as what they want
Sladek notes: “This is a generation who grew up in the old school system at work, work styles, flaws turn-offs,
that was born into and only knows might have a hard time with this! problems they face. It was illuminating,
a world powered by the trademarks The book is full of examples and and any manager might want a desk
of a ’Talent Economy’: innovation, tables. One I found most interesting copy just to be reminded.
There is also an excellent chapter on
myths behind the millennial stereotypes
such as: They’re lazy, they’re entitled,
and they’re quitters (including 10
interesting reasons why they quit).
This is not exactly bedside reading,
“The trademarks of a ‘Talent Economy’ especially if you are over 50, but for
anyone in the position of hiring and
are innovation, interconnectedness, managing staff, the messaging is
important. To quote the back cover: “She
globalization and opportunity.” proves that it’s possible to create an
organization designed to engage talent,
and she provides guidance to do it.”
18 | fall 2019 | www.csae.orgridgeline_CSAE_ad_2019_3.5x4.75_print.pdf 1 12/20/18 1:29 PM
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www.csae.org | fall 2019 | 19MEMBER spotlight
NATHAN COOPER
Executive Director, Sheet Metal and Air Conditioning Contractors’ National Association
Compiled by Becky Roland, CAE, Phoenix AHC
Nathan Cooper is the Executive Director for the Sheet Metal
and Air Conditioning Contractors’ Association. He says he joined
CSAE because: “We expect members of associations we lead to
volunteer their time to advancing their industry, so it’s important
that we recognize that our own industry needs collaboration,
education and volunteers to improve our own craft.”
Nathan has had a broad range of represents an industry that can show
experience, including serving as a such obvious progress in the buildings
Legislative Clerk at the Iowa State Capitol, that we construct. He appreciates the
where he learned valuable insights for day-to-day changes that can be seen
legislative relationships that he now on high-rise building construction in
applies in his current position. One of the Denver area. Progress in building
the biggest keys is to keep the lines of an association through advocacy, Nathan was a reporter at the 2008
communication open with legislators, he education and improving relationships Beijing Olympics and was in the Bird’s
says, even when there is not an issue is not always visible, but it is always a Nest as a spectator when Usain Bolt
at hand. It is important to attend the wonderful way to support members in broke the world record in the 100M.
legislative coffees and check in with staff accomplishing industry goals. When asked what that energy was
and legislators from time to time. Like many Coloradans, Nathan likes like to experience, he said that he
In addition to the Sheet Metal and staying active—traveling internationally didn’t fully appreciate what he was
Air Conditioning Contractors, he also when he can—Canada, Scandinavia about to witness. It was very ambient,
served for a time as the Executive and Ireland are some of his favorites. just like any regular track and field
Director of the Iowa Wholesale Beer Locally it’s Broadway shows, jogging, meet with races around the track and
Distributors Association. When asked yoga, Nordic skiing and traveling back field events at the same time. When
how he made the switch from beer to to the cornfields on a regular basis that events stopped for the 100M Men’s
sheet metal, he credited the mentors keeps him busy. Final, he saw Usain (who was not well
in his life that have identified the He got engaged in Copenhagen, known at the time) running away from
opportunities available for professional Denmark. He says it is the most his viewing point, clearing ahead, and
growth and how to leverage the beautiful city he has seen and it holds then pulling up about a quarter way to
experiences and education he has to a special place in his heart for good the end of the race. It wasn’t until they
take the next steps in his career. reason. He still considers his greatest flashed “World Record” and he saw
Nathan’s passion is pretty simple— accomplishment convincing his wife the celebration that it slowly sank in
it’s accomplishment. He loves that he Laura to marry him. what he had just witnessed.
“It is important to attend the
legislative coffees and check in
with staff and legislators from
time to time.”
20 | fall 2019 | www.csae.orgMEMBER benefit
HR WORRIES?–LET CSAE HELP
By Joan “JT” Tezak, CAE, CMP, Executive Director, Colorado Society of Association Executives
The human resource This member benefit through Employers To find out more on how you can tap
Council provides you with: into any and all of these CSAE member
component in any association
benefits through Employers Council,
operation can be tricky. CSAE • Access to website resources including contact the association office at
recognizes this complexity and the employee handbook template and (303) 650-0301 or send an email
handbook planning guide to jt@csae.org.
has established a relationship
Next time you have an HR issue and
with the Employers Council— •A
qualified staff representative to need someone to talk to, call CSAE and
one of the top HR associations answer your occasional questions in a we will make an introduction for you so
15 minute consultation interval you can privately discuss your concern
in the country—to help you find
with a trusted, trained HR professional.
solutions when you need help. •W
eekly and monthly email publications Or, if your bylaws needs a review or
on employment law (hot topics) sent to if your handbook needs a refresh, let
you on request CSAE help by providing you a link to
trusted templates designed for not-for-
•P
ublic training classes offered by profits working in today’s environment.
the Employers Council at affordable Remember, CSAE and Employers
registration fees that address timely Council are working together to make
HR topics your life a little easier.
www.csae.org | fall 2019 | 21THE CHANGING
WORKFORCE
& IMPACT ON ASSOCIATIONS
Diversity + Inclusion = Better Decision Making at Work More Americans
“Diversity is
87+13 now telecommute being invited
87% Inclusive teams make better business than take public to the party;
decisions up to 87% of the time. transportation
to work. inclusion is
being asked
Teams that follow an inclusive process make decisions to dance!”
2x faster with 1/2 the meetings. 8 million workers primarily work from home.
Source: D+I expert Verna Meyers
50+50
40+60
60% Decisions made & executed by diverse teams
delivered 60% better results. 50% of the U.S. workforce holds a job that is
compatible with telecommting.
Source: https://www.forbes.com/sites/eriklarson/2017/09/21
90+10
90% of workers say they would like to telecommute
at least part time.
By 2043, the
p
Source: National Council of Nonprofits
population of the
United States will be
“majority-minority,”
WORK
115% i.e., the majority will
be people of color.
For the working age
population (those
The number of U.S. workers who telecommute has HOME between 18–64),
risen 115 percent since 2005, the transition takes
place in 2039.
1.8 million to 3.9 million workers. 43% o f employees spend at least some time
working remotely. Source: U.S. Census Bureau
Source: 2017 State of Telecommuting in the U.S. Employee Workforce report Source: Gallup Survey
36+64
3 Rules for Success 1 Make the work traceable
with Remote
Workers:
2 Keep the employee engaged
3 Create an atmosphere of trust
Source: Keela.co blog: Why Nonprofits Should Embrace Remote Workers
64% percent of
nonprofits
have experienced
at least one job candidate turn
down the organization’s best
offer and go somewhere else.
Source: AssociationsNow, 2018
Marilee Yorchak, CAE, Digital Analytics Association, and Laurie Shields, Laurie Shields Design.
22 | fall 2019 | www.csae.orgYou can also read
