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Copyright © 2016 by Sandy Asch and Tim Mulligan All rights reserved. Published in the United States of America. No part of this book may be reproduced or transmitted in any form or by any means, graphic, electronic or mechanical, including photocopying, recording, taping or by any information storage or retrieval system, without permission in writing from the publisher. This edition published by Highpoint Executive Publishing. For information, write to [email protected]. First Edition ISBN: 978-0-9974157-0-4 Library of Congress Cataloging-in-Publication Data Asch, Sandy Mulligan, Tim Roar: How to Build a Resilient Organization the World-Famous San Diego Zoo Way Includes index. Summary: “In today’s volatile times, every organization looking to prosper needs resilience—the ability of employees to quickly adapt to disruptions while continually enhancing performance and brand equity. This groundbreaking book shows you how the San Diego Zoo has created that resilience with a roar of purpose and passion that drives engagement and inspires extraordinary effort.” – Provided by publisher. ISBN: 978-0-9974157-0-4 (e-book) 1.Business 2. Leadership Library of Congress Control Number: 2016935724 Design: Sarah Clarehart Cover concept and logo: Kambiz Mehrafshani ROAR Endorsements “ROAR is a must-read for any organization looking to build compet- itive advantage through its people. The iconic, world-class San Diego Zoo shares a compelling lesson in cultural transformation, alignment, and engagement to build a rich legacy of resilience. We’re honored to have played a part through our decade-long partnership, and applaud Sandy and Tim for sharing this wonderful journey.” – Les Rechan, CEO, Halogen Software “Sandy Asch has collaborated with Tim Mulligan to capture the essence of what it takes to build a winning culture. By utilizing the concepts in ROAR, one can successfully lead in the ever-changing business climate that the world demands today. A refreshing approach from an inspirational leader in her own right!” – Kevin Friar, EVP NALCO Champion-Ecolab “Sandy Asch and Tim Mulligan collaborate masterfully in illus- trating how the key elements of a resilient culture are attainable to any organization choosing to embrace this transformative mindset.” – Denise Hujing, Senior Vice President, BB&T-John Burnham Insurance Services v ROAR: How to Build a Resilient Organization the World-Famous San Diego Zoo Way “As a veteran HR practitioner, it’s encouraging to see the attention ROAR brings to the topic of organizational resilience. I have experienced firsthand how an organization and its workforce can be more than just sustainable, but even thrive when a resilient culture is established. ROAR is a fun, enjoyable, and worthwhile read, with compelling examples and useful takeaways that companies can integrate into their human capital function.” – Sallie Larsen, Managing Director and Chief Human Capital Officer, LPL Financial “In ROAR authors Sandy Asch and Tim Mulligan have flung the gates open to the world-famous San Diego Zoo organization and culture. They artfully integrate organizational and individual employee resilience to tell an energetic story with concepts that are freshly redrawn.” – Judith Enns, Ph.D, Executive Vice President, HR Division, Eastridge Workforce Solutions “Being overwhelmed is contagious and often falsely energizing! When life experiences reinforce reacting and even celebrating overcoming overwhelm. ROAR gives real world, organizational and personal examples that drive a mindset shift to adapt, to rebalance, renew and align versus react. A wonderful read that makes you think and choose!” – Melissa Master-Holder, Vice President Learning and Development, LPL Financial vi Contents Foreword xiii Acknowledgments xv Sandy xv Tim xvi Introduction xvii Building Immunity to Disruption xvii Resilience Means Growing Stronger xviii Building a Resilient Workforce at San Diego Zoo Global xx Going for the ROAR xxi Becoming World Famous xxii PART ONE: Learning to Roar 1 1. Measuring the Value of Resilience 3 Resilient Individuals Make Resilient Organizations 5 Protecting Your Greatest Assets 7 Engaging Your Organization 8 Zoo Print for Success 9 World-Famous Leadership Questions 9 ROAR LOUDER 9 2. Building Resilience in Your Organization 11 The Resilience at Work™ Model 11 Enhancing Financial Stability Boosts Resilience 14 Producing Superior Financial Results 15 Knowing Your Cost of Low Resilience 17 The Resilience at Work™ Calculator 17 The Cost of Chaos 22 Zoo Print for Success 25 World-Famous Leadership Questions 25 ROAR LOUDER 25 3. Implementing Resilience the World-Famous San Diego Zoo Way 27 Seeking to Become World-Class 28 Enter the Lynx: A Resilient Approach 29 Performance Management 29 Z-Max Transforms Organizational Culture 30 Living and Working by ‘The Rules of Engagement’ 32 vii Zoo U Spurs Professional Development 34 Rewards and Recognition 35 The Roar Back! Employee Satisfaction Survey 37 Building Resilience 38 Zoo Print for Success 39 World-Famous Leadership Questions 39 ROAR LOUDER 39 PART TWO: Reclaiming Self-Control 41 4. Looking Inside Yourself 43 Developing Self-Control 44 Leading Without Ego 46 Nurturing Strong, Stable Attention 48 Mindfulness: A Core Competency 49 Interpersonal Mindfulness 50 Building Emotional Intelligence 51 Zoo Print for Success 52 World-Famous Leadership Questions 52 ROAR LOUDER 53 5. Leading in a Way that Will Be Followed 55 A Commitment to Excellence 57 Respect Benefits Everyone 59 Integrity Is Evergreen 61 Stay Humble 63 Zoo Print for Success 63 World-Famous Leadership Questions 64 ROAR LOUDER 64 6. Leading from the Heart 65 Caring and Compassion 66 A Different Kind of Leadership 69 Fear: The Enemy of Accountability 70 GRRREAT News 70 Courage and Accountability 71 Establishing Clear Ground Rules 72 Authenticity Breeds Trust and Loyalty 74 Zoo Print for Success 76 World-Famous Leadership Questions 76 ROAR LOUDER 76 PART THREE: Realigning Conditions 77 7. Making Wellbeing a Priority 79 Employee Health: The Roar Longer Wellness Program 79 Wellbeing: More than Counting Steps. 81 The Seven Pillars of Wellbeing 83 viii Contents Physical Wellbeing 84 Intellectual Wellbeing 85 Emotional Wellbeing 86 Relational and Social Wellbeing 87 The Value of Volunteer Programs 88 Spiritual Wellbeing 89 Financial Wellbeing 90 Career Wellbeing 91 Wellbeing as Company Culture 92 Zoo Print for Success 93 World-Famous Leadership Questions 93 ROAR LOUDER 94 8. Encouraging Renewal 95 Short Sprints Work 96 Promoting a Healthy Work-Life Balance 97 Taking Back Your Lunch! 98 Assessing the Cost of Stress 99 Artistic Pursuits 100 Exercise 101 The Wellness Dividend of Plants and Nature 101 Managing Stress with Mindfulness 101 Making the Workplace Fun 102 The Amazing Race 103 Stimulating Creativity 104 Wild Ideas 105 Stillness Brings Answers 106 Zoo Print for Success 106 World-Famous Leadership Questions 107 ROAR LOUDER 107 9. Taking Control of Your Time and Energy 109 Boosting Productivity 110 Establishing Positive Energy Habits 111 Designating Time for What Matters 114 Banishing Distractions 115 Changing the Environment 117 Zoo Print for Success 119 World-Famous Leadership Questions 119 ROAR LOUDER 119 PART FOUR: Reimagining Communications 121 10. Looking Forward and to Both Sides 123 Seeking the Truth 125 Measuring Communication 126 Animal Welfare Panel 127 ix ROAR: How to Build a Resilient Organization the World-Famous San Diego Zoo Way Communications Action Group 127 Guest Feedback 128 Nurturing Truth-Telling and Transparency 129 The Elephant Odyssey 130 Develop the Skin of a Rhino 131 Zoo Print for Success 132 World-Famous Leadership Questions 133 ROAR LOUDER 133 11. Having Courageous Conversations 135 Speaking Out 136 Controversy and the Value of Transparency 136 Eliminating Silence and Telling Hard Truths 138 Choosing Truth Even When It Hurts 139 Banning Gossip, Beginning with You 141 Zoo Print for Success 142 World-Famous Leadership Questions 143 ROAR LOUDER 143 12. Taking Responsibility for Your Wake 145 Mindfully Considering Your Internal Wake 145 Managing Your External Wake 146 Positive Messaging and the Bottom Line 147 Other Green Programs 151 Taking Control of Your Story 153 Zoo Print for Success 154 World-Famous Leadership Questions 155 ROAR LOUDER 155 PART FIVE: Renewing Connections 157 13. Connecting People to the Why 159 Leveraging Adversity 161 Connecting People to the Purpose 163 Energizing the Vision 165 Internal and External Focus 165 Hearing the Call: A Reason for Being 167 Three Strategic Priorities 168 Cultivating Purpose 169 Building Resilience with Purpose 170 Zoo Print for Success 171 World-Famous Leadership Questions 172 ROAR LOUDER 172 14. Putting People First So Profits Will Follow 173 Making Others Successful 174 x Contents Putting People Before Profits 176 Caring for Others 178 Disengagement: The Enemy of Resilience 179 Conveying Appreciation and Gratitude 180 Zoo Print for Success 183 World-Famous Leadership Questions 183 ROAR LOUDER 184 15. Honoring the Greatness in Others 185 Looking Beyond the Title 187 Building Engagement 189 Getting Ego Out of the Way 189 Bringing Out the Best 191 Identifying Stars 192 Diversity Drives Innovation 193 Diversity Fuels Resilience 194 Zoo Print for Success 195 World-Famous Leadership Questions 195 ROAR LOUDER 196 PART SIX: Rebalancing Commitment 197 16. Giving Up Carrying Other People’s Lunch Boxes 199 The Lunch Box Story 200 Doing the Right Things Without Being Told 202 Raising Expectations Unleashes Potential 203 Building Self-Confidence and Focus
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