Committed,

Accountable Leaders

Learn the Power of Pull

Industry
Financial

Case Study

Commitment to culture grows better leaders

Business Benefits
Improved management performance
(scores rose 4% over a 12-month period)
Increased internal recognition (scores
rose 4% over a 12-month period)
Improved conversation skills (90%
increased their scores on 5 of the 6
drivers)
Re-energized cultural values and norms
Holistic approach to their 100%
accountability culture
More ease for leaders to get work
accomplished with less re-work or
misunderstandings
Increased trust, understanding and
relationship to direct reports and peers
Higher employee engagement (survey
results increased by 5%)

Business Solution

360 Leadership Assessment

Pull Conversation Intro Keynote
Pull Conversation 1.0
Emotional Intelligence
5 Drivers of Engagement
Terra Nova Experiential Simulation
One-on-One Telephone Coaching

The Opportunity: Re-Energizing the Culture

In 2003, a company dedicated to providing business and financial
services began working on designing and building its corporate
culture. The culture is based on the principle that taking care of
people and inspiring them to do their best every day helps them
succeed and therefore helps the company succeed. There was a
compelling business reason behind this cultural transformation.
The company was facing growing competition for customers
as changes in the industry resulted in fewer, larger and more
sophisticated businesses. The current CEO could see that the
company needed a way to differentiate itself. He believed the
best way to do that was through the quality and commitment
of its people and by creating a customer experience that was
second to none.
The organization based its cultural transformation on a set of
10 cultural practices. These practices centered around people
holding themselves and others accountable for their impact on
business results AND on people. Employees, leaders and board

members alike were expected to deliver on commitments, build

partnerships and act in ways that acknowledge and honor others.
they wanted to bring someone in to help them have more
productive and connected conversations. The companys manager
of Culture and Employee Experience looked at internal survey data
and saw that they really needed to work with their leaders.
We needed them to consistently walk the talk in order to show

who werent performing, or who were performing but had poor

and they were not all seen to be open to coaching.

for others.

Employee Experience manager and his team read Brady Wilsons

phone call to discuss the project. We could hear their enthusiasm
and their desire to collaborate. It just felt good.

two languages, at a fair price.

The Results: Putting the Heart Back Into Accountability

Through collaboration, Juice delivered a course developed
specifically for the organizations leaders called The Will and
The Skill. It was presented to 220 leaders in a two-day learning
program, with a one-day follow-up session and three onehour coaching sessions in between. The course was based on
the differences between push and pull conversations. In
push conversations, people push their agendas without really
listening to their audience. In pull conversations, people
draw information out of their listeners to create common
ground. Wilson explains how powerful pull conversations
enable people to see others points of view. This in turn fosters
trust, engagement and repaired relationships. People are then
emotionally engaged and can perform at their best.
Juice helped us re-energize our culture. Sometimes, when
you hear something over and over, it loses impact. Getting a
fresh take on the culture helped re-energize their leaders to
look again at the companys values of 100 percent accountability
and committed partnerships.
As one IT leader put it, This training puts the heart into Holding
to Account, a program this company had developed earlier based
on their cultural principles. They also got many positive post-class
evaluations: Relevant to my work; Concepts I can put to use;
A good use of my time. However, the real test is whether the
program changed participants behavior over time.
Leaders completed 360-degree assessments before participating
in The Will and The Skill that were based on Juices Five Drivers
of Engagement:
I Fit.
Im Clear.
Im Supported.
Im Valued.
Im Inspired.
A sixth driver, based on managers relationships, was measured
as well. The leaders then took the assessment a year later.
Preliminary data with 100 of the leaders found that 72 percent
had increased scores on all six drivers; 90 percent had increased
scores on five of the drivers.

One of the best indicators of success is that we just gained

approval from our senior leadership team to have Juice develop
this program for all employees, says the manager of Culture and
Employee Experience. 1,200 employees will get that new training.
Thats a real vote of confidence for Juice.

Love at Work
Following the success of his two earlier books, Juice co-founder
Brady Wilson has written Love at Work: Why Passion Drives
Performance in the Feelings Economy. The book seeks to energize
organizations for positive change through the notion that engaging
peoples hearts trumps engaging their minds when it comes
to sparking discretionary effort. The book also seeks to inspire
leaders to build cultures where managers can learn to extend
themselves, investing in the highest good of their people, their
communities and their planet. The concepts outlined in the book
are the same concepts applied to Juices work with this company.

About Juice
Juice Inc. delivers training and development services to increase
employee engagement and productivity. Juice works with
companies that want to build a productive culture and understand
that interactions between people are major drivers of organizational
success. Juices conversation-enhancing methodology delivers a
process for improving the human experience in the workplace while
driving employee performance and business results. If you would
like more information about how Juice can help your organization,
e-mail Cheryl Rayfield at crayfield@juiceinc.com.

JUICE INC.
Orchard Park
5420 Hwy 6 N.,
Suite 201-C
Guelph, ON Canada
N1H 6J2

Office Phone: 519-822-5479
Toll Free Phone: 1-888-822-5479
Email: crayfield@juiceinc.com
Web Site: http://www.juiceinc.com