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UT/Institute for Public Service



Wednesday, August 31, 2011

Supervisor Survey

Research tells us that the relationship between an employee and his/her supervisor is the key to job satisfaction. In an effort to move toward an "employer of choice" model we have conducted a supervisors survey for each of the last five years.

We've had really good participate in the survey (in the 70% range for the last few years). We have used the results to plan supervisors' training, to craft individual development plans for supervisors and in annual performance reviews.

We've been watching the trends and you can see them here on the IPS Intranet under the Employee Relations tab. They are posted in the upper right hand corner.

IPS supervisors have consistently scored high in "giving clear direction," "being encouraging and optimistic," "being approachable and accessible," and "listening".

I look forward to this year's results. The survey is open the entire month of September, so look for emails and other communications with the link.

Monday, August 29, 2011

Diversity Profile

IPS staff recently completed a Diversity Profile survey. It gauged our "knowledge, understanding, acceptance and behavior" in a wide range of areas. Our HR/Diversity committee is studying the results and will make recommendations to the IPS leadership team on future activities.

Overall, IPS employees rated well on "knowledge of stereotypes", "acceptance as it relates to receptiveness" and "behavior as it relates to self-awareness."

Each agency director will receive results for his agency and is being asked to discuss them with his management team and then meet with his respective assistant vice president to discuss reactions and plans.

This is one of many initiatives on our path toward becoming an "employer of choice." Thanks for all who participated.

Thursday, August 18, 2011

Happy Anniversary IPS!


Today, August 18, IPS celebrates its 40th anniversary. At a special called meeting of the UT Board of Trustees IPS was organized by bringing together a variety of outreach organizations from across the university.

Many things have changed over the last 40 years, but commitment to our customers remains the top priority.

Visit the IPS web site to see a timeline, video and other documentary evidence of our 40 year history.

Monday, August 15, 2011

Annual Performance Reviews

The System HR Office recently released a report on the completion rate for annual performance reviews across the university. I'm happy to report that we are 100% complete.

2010 Performance Reviews Received
Through June 10, 2011


IPS Central Office (including Naifeh Center and Jackson office) - 20
CIS - 35
CTAS - 35
LEIC - 14
MTAS - 47

TOTAL 151

Performance reviews, of course, are only completed for staff who worked a substantial part of the year and are still with us then the performance review time rolls around. So, we have more employees than we have completed reviews. New employees participate in goal setting rather than a performance review and we also have 100% of our new employees with complete goals for the year.

Great job!

Wednesday, August 10, 2011

IPS 40th Anniversary Celebration

Today IPS celebrated its 40th anniversary with a variety of activities.

The morning started with painting "The Rock".



Many customers and stakeholders joined us for a bbq lunch in Circle Park in front of our building. The Grouchtown Grinners provided entertainment. Items were placed in a time capsule to be opened at a future celebration. Dr. Joe Johnson spoke of IPS' beginning. Tom Ballard covered a good bit of our history and President DiPietro made remarks on the importance of our work. The 40th anniversary cake was delicious. Thanks to everyone who attended and especially to those who were not able to attend because customers needed your assistance today. I'm proud of all the work that is accomplished across the state every day.

Special thanks to the planning committee including Susan Robertson, Judy Wilhite, Frances Adams-Obrien, Claire Marsalis, Deidre Phillips, Macel Ely and Erin Ketelle. And, thanks to all their assistants for the day who helped pull off a spectacular event.

Monday, August 8, 2011

Why Leaders Lose Their Way


On June 6 Bill George published an article in the Harvard Business School "working knowledge" on this subject. George asked four basic questions:

1. Why do leaders known for integrity and leadership engage in unethical activities?
2. Why do they risk great careers and unblemished reputations for such ephemeral gains?
3. Do they think they won't get caught or believe their elevated status puts them above the law?
4. Was this the first time they did something inappropriate, or have they been on the slippery slope for years?

George asserts that individuals must ask themselves "Why do I want to lead?" and "What's the purpose of my leadership?" Too often they fall in the leadership trap along the way where rewards fuel increasing desires for more. For some, the idea of being a successful manager is an intoxicating one, he argues. And, they often reject the honest critic who speaks truth to power.

Many leaders get to the top by imposing their will on others. Their views become distorted and they convince themselves they are doing nothing wrong or they rationalize their behavior. George argues that it is lonely at the top because leaders know they are ultimately responsible for the lives and fortunes of people. Sometimes they shut down their inner voice and lose touch with those closest to them.

What is the answer? George advocates there is no way to avoid the constant challenges and stresses, so leaders must devote themselves to personal development that cultivates their inner compass, or True North. This requires discipline and methods to relieve stress. It also requires the leader, he says, to seek out people who influence them and stay connected to them. Mentors play an important role.

In your leadership role - at work, in your community, at your place of workshop - do you surround yourself with truthtellers?

Wednesday, August 3, 2011

The 8 Traps of High Achievers

Tom Kohntopp shares lots of interesting leadership books, papers and briefs with me. I thought this piece on High Achievers might resonate with a number of us in IPS!

The Scholz Report
Executive Wisdom: The 8 Traps of High Achievers
July 2011


In many organizations, there are smart, ambitious professionals who aren't as productive or satisfied as they could be.

Throughout their careers, they've been told they're high potentials, so they should be flourishing. Often, however, they let anxiety about their performance compromise their ability to learn and grow.

High performers exhibit eight typical behaviors, write Thomas J. and Sara DeLong in "The Paradox of Excellence" (Harvard Business Review, June 2011):




Driven to achieve results: Achievers don't let anything get in the way of goal completion. But they can become so caught up in tasks that colleagues get pushed aside. Transparency or helping others feels like a waste of valuable time.

Doers: Because nobody can do it as well or as quickly as they can, they drift into poor delegation or micromanagement.

Highly motivated: Achievers take their work seriously, but they fail to see the difference between the urgent and the merely important - a potential path to burnout.

Addicted to positive feedback: Achievers care how others perceive them and their work, but they tend to ignore positive feedback and obsess over criticism.

Competitive: Achievers go overboard in their competitive drive; they obsessively compare themselves to others. This leads to a chronic sense of insufficiency, false calibrations and career missteps.

Passionate about work: Achievers feed on the highs of successful work but are subject to crippling lows. They tend to devote more attention to what's lacking (the negative), rather than what's right (the positive).

Safe risk takers: Because they are so passionate about success, they won't stray far from their comfort zone.

Guilt-ridden: No matter how much they accomplish, achievers believe it's never enough. When they do complete a milestone, they never take the time to savor the moment. They expect to be successful, so they deny themselves the chance to fully appreciate the joy of achievement.
Breaking Out of Traps
Identify any of the eight traps into which you've fallen. Which traps escalate your anxieties and cause you to engage in unproductive behaviors?

Next, adopt new practices that give you the courage to step out of your comfort zone. This isn't easy, and it won't happen overnight. Many leaders require help from a trusted peer, mentor or coach.

If you're smart and ambitious, you likely have an executive coach or have had experience with one at some point in your career. It may be time to review or renew your coaching relationship.

Work with your coach or mentor on these six steps for freeing yourself from traps:

1. Forget the past: How much are you basing your career decisions on past experiences, either good or bad? Most of us make irrational comparisons between a past bad experience and a current situation.

We are never in control of situations as much we think, and blaming or crediting ourselves is often irrational and inappropriate. What counts is stepping up to learn new tasks and skills. An open mind - one that is willing to admit limitations, as well as strengths - means you're available for new challenges.

2. Develop and use your support network: When you pride yourself on being an independent self-starter, it's difficult to ask for help. You tell yourself you don't want to bother people unnecessarily.

You may fear feedback because you don't want to hear your work isn't up to par. You may even choose to consult a colleague who's going to tell you what you want to hear.

If so, you're hurting your chances of stretching and growing.

Instead, challenge yourself to ask respected individuals for regular feedback, even if it's painful at first. Having a structured feedback plan makes it easier. Find a mentor who's familiar with your work, and tell him you'd like to run something by him. Ask these three questions:

a. What should I stop doing?
b. What should I continue doing?
c. What should I start doing?

3. Become approachable in a high-achiever way: Learn to ask questions. Let people know you're trying to explore different perspectives and that you'd like to learn their opinions or thoughts.

Share small mistakes with others. When you practice acknowledging uncertainty or confessing to mistakes, you're showing your human side. This makes you more approachable and trustworthy. When you open up to others, you send a powerful message. Others will reciprocate with their own stories, and they'll be more willing to help you out.

4. Focus on the long term, but concentrate on next steps: Long-term success requires a willingness to take short-term risks. Fear of failure or of looking inept, however, can stop you from taking chances.

You have to be willing to leave your comfort zone to complete the new tasks required for changing career demands. Long-term goals can withstand minor setbacks. Look at the big picture, and give yourself the necessary latitude to make a few missteps along the way.

5. Adopt a positive mindset: Recent studies reveal that a positive mindset is a prerequisite for success - not its byproduct. Try framing an assignment as a challenge instead of a problem, and you'll be better able to think calmly and creatively. When your boss gives you extra work, you have two choices: feel put upon and overloaded, or take satisfaction in knowing she trusts you to get the job done.

6. Embrace humility, practice and patience: Doing the right thing poorly is painful at first but well worth the effort. Sure, it's more satisfying to do something well, but think about the best use of your time. Routines and easy success can set you up for stagnation.

It's a hard truth, but the talent and skills that got you "here" won't take you "there." As intelligent as you may be, you simply cannot know what you don't know.

Monday, August 1, 2011

Customer Satisfaction Surveys


IPS has conducted biennial Customer Satisfaction Surveys since 1995. Each survey asks customers to evaluate our performance in five key areas: quality, level of effort, knowledge, timeliness, and usefulness.

The total survey results are posted on the Intranet. The highlights include:

69.7% of customers rated the quality of our service as excellent (compared to good, fair or poor).

59.2% rated the level of effort as extraordinary (compared to reasonable, minimal and none).

72.5% rated our personnel as very knowledgeable (compared to knowledgeable, somewhat knowledgeable or not knowledgeable).

52.2% rated the timeliness of the response as excellent (compared to good, fair or poor).

74.7% rated the usefulness of the information as a very decisive factor (compared to somewhat useful and not useful).

In addition to these five questions, each agency can ask its own relevant questions and we collect a series of demographic information that helps us segment our customers. With 16 years of trend data, we have plenty of information to help us improve.

Congratulations to all the staff who contribute to these great results. Keep up the outstanding work!

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Institute for Public Service
105 Student Services Building
Knoxville, TN 37996
Phone: (865) 974-6621