Building Company Team Work

Through Communication
Electronic Security Technology Summit
October 22, 2014
Paul Boucherle CPP CSC

Matterhorn Consulting
paul@matterhornconsulting.com
330-702-8292 (o) 330-519-7383 (c)
swisssherpa@twitter.com

Agenda
My Background

Business vision
Communication challenges
Tactical execution

Why communication matters

Your team at work
A communication plan

A phased approach to communication skill process

Some examples & tools

Matterhorn Consulting
38 years of security experience
UL Central Station 5 years
21 years of corporate life
17 years as consultant & integrator
Organizational vision enabler
Management coach - CSC
Revenue growth tactical execution
Security eco-system
Writer - Speaker
Inactive Marine
Motorcyclist
Yosemite 8,095 miles 5 weeks

What are some of your company

communication challenges?
Sales never has a problem communicating?
Technicians always communicate the right message?

Operations support never mis-communicates with a

customer?
Service technicians never leave a customer frustrated?
Office politics never happens at our company!

Communications = Competitive Advantage

Your Business Vision

Leadership takes your vision of the future
Communication makes a vision compelling
Tactical communication makes your vision reality
Teamwork enables or disables your vision

Implementing Your Vision

The right message
The right people
The right self awareness
The right communication processes
The right to communicate fearlessly
People deliver your vision when

they communicate as a team

Here and Now

Future

Challenges Achieving Your Vision

Time
Day-to-day busyness of business
Communicating goals
Setting clear expectations
Interpretation of expectations
Accountability
Chemistry of the team

Strategic Communication
Communicating your vision effectively
Must be vivid, like a mural on a wall
Not a slogan
A mental picture
An actionable plan
A common enemy

Tactical Communication
Executing teamwork more effectively
Improving the customer experience
Create awareness of different styles
Create team self-awareness

IT
Factor

Why Communication Matters

Defines your BRAND image
Creates Pro-active Influencers
The glue that holds teams together

Enables innovation, creativity and quality processes

The BROADMOOR Hotel

Grand Dame of the Rockies
1 of 3 hotels holding a 5 star

rating for 35 consecutive years!

Steve Bartolin CEO
His vision
His communication style

A challenge to you

Five Guys Transportation

What is the WOW factor?
Pick up at 11:45 PM
Communications
On line booking
Confirmation back
Text message day of pick up
Voice mail to check MY schedule didnt change
My driver texting me his picture and where he would
meet me before my plane landed
SPIF for hotel referral

Cable Co. Communication Story

Same company
2 different cities
Customer calls
Outcome

Another company
Canfield, Ohio
Customer calls
Outcome

Your Teams
Do you spend management time with:
Resolving personnel conflicts
Department tensions
Individual babysitting
Soothing ruffled feathers
Solving problems
Figuring out ways to improve the business

The Diagnosis:
Poor Communication
How can we improve internal communication?

What issues stand in our way?

Can we solve those issues together?
Can we sustain better communication over time?

Solving Communication
Awareness of our own limitations in communicating
Relooking at our processes of communication
Communication is a business skill

Building skill takes time and practice

Individual assessments develops self-awareness

Prescription
Realistic expectations
Patience and time
DiSC assessments for the entire company
DiSC Comparison analysis of leaders & direct reports
Communication workshops
Break down barriers
Create a forum to engage
Apply to real work situations

What is a Time Tool

We all waste time trying to solve other peoples issues
A way to focus on the real issue
Fact based; not emotion
Possible solutions that will help
Choosing a direction to improve
Accountability
Ownership
Fosters critical thinking
Facilitate a team solution

Steps in Using the TimeTool

Describe in writing the
situation in 6 sentences or
less (who, what, when,
where, why, how).

#1

What are 3 possible

solutions to this problem
from your perspective

#2

Think

Analyze
Recommend your solution
options and defend its
business merit.

Test results

(Agree, disagree, delegate)

#4

#3

Debrief results. Lessons

learned. Next time?
What did we learn?

Lessons
Learned

Recommend

Matterhorn Consulting LLC

20

Why Use the TimeTool

Discuss one issue at a time
Writing down will help organize thoughts
Begin thinking from a business value perspective
Keeps management conversations focused on results
Takes practice
The first time will take some critical thinking
You will begin to think more clearly as you review what
you wrote and revise it before presenting for discussion
Helps you clarify priorities

Debriefing

Problem solving isnt easy!

Solving problems takes teamwork & communication
Sharing ideas increases productivity
Rethink your work today and rewrite it tomorrow

Mapping communication processes as a team

How does it work today?

How can we improve it?

In Conclusion

Rethink your vision in compelling pictures

Team awareness begins with facilitated assessments
Communication is a skill that takes time
Communications is a competitive business advantage
A dynamic communication plan reduces attrition
Good team communications makes your company
makes your company sticky
Call us at Matterhorn Consulting if we can ever help
your company develop your communication skills!
paul@matterhornconsulting.com

Thank you for your time today!

If you would like an electronic copy of this

presentation please bring up a business card and write

PP (presentation please) on the back. We will not
contact you unless invited to do so by you!
If you would like to talk with me personally about your
communication challenges and our services just add
CM to the back of your card as well.
Can I answer any questions about communications
that I did not answer in this presentation?
All good in the hood? maybe not

Competition happens Communication often doesnt

Homeboy Launches First Social Smart Home Security System A new home security
system is launching that promises a more affordable way to keep an eye on
property. Homeboy, dubbed the world's most accessible home security system, is
now available in public beta and boasts its own mobile app and the world's first

wire-free, long-life, Wi-Fi camera. Founded in 2010 in Sydney, Australia, Homeboy

includes motion detecting cameras, night vision and sirens to keep a home secure.
The wireless device connects to the user's Wi-Fi via an specifically designed app for
Android and iOS. The system can be turned into a "social security system," where
owners have the option of inviting a trusted social network of friends and family,
known as the "crew" to help keep their home safe.
If the system is activated and Homeboy detects movement in the property, the
owner or his crew will receive a notification instantly. The owner or crew can then
decide whether to alert the authorities or give the all clear. Mark Richards, founder
of Homeboy, believes that his device provides the home security industry with a
much needed fresh air. "Everyone deserves home security and the freedom to
customize their system to match their lifestyle," he said. "We built Homeboy to be
open and accessible to all from day one. Homeboy is home security for the rest of
us.
"The Homeboy app includes built-in features such as geo-location software to
automatically arm or disarm the device when the owners arrive or leave, pet mode
and delayed notifications. The device is also compatible with IFTTT, allowing it to
communicate with more than 130 smart home applications. The Homeboy Channel
on IFTTT enables owners to create recipes that connect it to Nest, Phillips Hue,
Dropbox, Facebook and Twitter.