Welcome to the Workology Podcast, a podcast for the disruptive office chief. Be a part of host Jessica Miller-Merrill, founding father of Workology.com, as she sits down and will get to the underside of developments, instruments, and case research for the enterprise chief, HR and recruiting skilled who’s uninterested in the established order. Now right here’s Jessica with this episode of Workology.
Jessica Miller-Merrell: Welcome, welcome, welcome to the Workology podcast sponsored by Ace the HR Examination and UpSkill HR. These are two programs that we provide for HR certification prep and recertification for HR leaders. You’ll be able to be taught extra about these programs at workology.com. Examine them out.
This podcast is a part of a brand new collection that I’m calling HR Fundamentals. It’s the place we cowl frequent but sophisticated subjects inside the world of human sources. And for the HR Fundamentals Sequence, I’m tapping into the HR Guide Mind Belief. They’re gonna assist information us into these very complicated areas inside the subject of HR. Each episode of the HR Fundamentals Sequence, we’re speaking to a unique advisor who helps a number of shoppers and prospects. They supply consulting, advising, and different help providers for all companies of all sizes and industries.
Why is it Necessary for HR to Perceive Organizational Progress?
On this episode that you just’re listening to now. We’re tackling the nuances and intricacies of organizational progress. When an organization is rising quickly, the function of HR turns into more and more complicated, demanding a mastery of expertise that drive sustainable progress and aggressive benefits. It’s not nearly understanding the market. It’s about predicting it, shaping it, and capitalizing on it.
In an effort to handle rising pains in a small or giant group, the HR chief, should be geared up with an analytical thoughts, a inventive concept, and agility to pivot to completely different methods in response to the ever shifting market circumstances. Now, earlier than I introduce our visitor right now, I do wish to hear from you. Please remark podcast on the pin put up on my Instagram. It’s at Workology weblog. Ask questions, go away feedback, and make solutions for future friends. I wish to hear from you.
Earlier than I introduce our friends for right now, the primary portion of this podcast right here on Workology is a part of the Workology podcast is on the market to you. The prolonged model, which means the complete model of this podcast episode, which is an hour in its entirety, is on the market completely to our Upskill HR members. You’ll be able to head on over to UpskillHR.com and subscribe to our recertification {and professional} improvement studying platform for your entire interview as a result of it’s a good and juicy one.
Meet Claudio Diaz, Chief Folks Officer & Guide
Right now’s visitor is Claudio Diaz, Chief Folks Officer and Guide. With 20 years of government expertise in human sources, Claudio is bilingual. He’s a bilingual CHRO who drives organizational progress by way of sustainability and accountability methods. His 17 years at Disney, paved a basis for innovating inclusivity, resulting in OnCon’s international recognition as a prime 10 HR skilled for Claudio’s affect and management within the subject. He companions with government groups and boards to align human capital technique and enterprise technique and tradition. He oversees all points of HR and human capital, together with M&A, efficiency optimization, tradition revitalization, change facilitation, Six Sigma, government teaching, and management improvement.
Claudio additionally leverages his accounting background to audit cultural integrity and determine key areas to enhance execution, delight prospects, and have interaction staff at each stage inside the group. Claudio, I’m so delighted to welcome you again to the Workology Podcast.
Claudio Diaz: Thanks, Jess. It’s a pleasure to be again with you.
Jessica Miller-Merrell: So let’s speak a little bit bit about your background. What led you to HR? Trigger you could have a fairly eclectic background as an accountant. I don’t at all times see CHROs from the accounting aspect. Perhaps we want extra of them. After which simply the work that you just’re doing as an government coach and as an HR advisor.
Claudio Diaz: Effectively, certain. Be glad to, however simply don’t let me get too winded on my previous. So I consider your entire basis for what I do now, actually in HR consulting, started throughout my 17 years at Disney. And I wasn’t even a advisor but. Considered one of my first roles as a coach in finance, as an example, I actually helped my shoppers, though inside shoppers, develop. And that was leaders in addition to my friends.
Actually, let’s see if I get this straight, my bosses, bosses, boss, yep, was despatched to open Disneyland Paris. And through these 9 months, whereas the proverbial cat was away, the mice started to play. And I don’t imply Mickey Mouse, however everybody else within the 5 departments the place I used to be a coach. And I’ve to inform you, their taking part in wasn’t at all times very optimistic. And I noticed this and upon Jim’s return, I arrange a one hour assembly sort of principally share a finest follow on how we are able to assess after which enhance engagement amongst individuals who had been actually backbiting one another. And that phrase engagement wasn’t round but. However I knew that this man named Jack Welch, who the heck is he, proper, was doing this at GE and we might do it as properly.
So my one hour assembly with Jim became seven hours of counseling him over a number of days on what we might do. And it’s due to that have that I used to be then chosen on a enterprise course of re-engineering job drive or BPR. I don’t know if any of your listeners know Michael Hammer, however for these Michael Hammer followers on the market, I used to be one among seven solid members chosen from a pool of about 86,000 at the moment. And so it was an actual pleasure for me, I used to be assembly weekly with the highest 12 executives at Disney World, our staff was, and recommending steps that we might take in order that we might extra successfully interact all solid members, not simply what I did for Jen.
So you’ll be able to think about the relationships I made in these weekly Friday morning conferences. And it’s from these connections, that I used to be then chosen to be on the Disney Traditions Orientation Group. And let me again up a little bit bit. Traditions is understood worldwide for actually making ready all new solid members at Disney, it doesn’t matter what their function. And we attempt to assist them creatively discover find out how to make magic of their Disney profession. And it’s such a coveted function, coaching Traditions that over 500 solid members apply each single 12 months. I don’t know what the numbers at the moment are, but it surely was about 500 again then. And there are solely 30 open slots. I used to be very lucky and blessed to be chosen and actually took it fairly as an honor.
And I’ll inform you, Jess, I put my coronary heart and soul and all my passions into that function a lot that I used to be then chosen as a frontrunner on that staff, that management staff, the very subsequent 12 months. And that was the primary time I supported direct studies in an HR function. And I actually vowed to sort of advise them as people simply as a lot as I did Disney World’s executives and as a bunch. And it type of turned identified that with out bragging an excessive amount of, sorry about that. But when Claudio was your chief, you weren’t solely going to get glowing suggestions, you had been additionally going to get rising suggestions. And so utilizing all the things I realized in all of these roles, my final function at Disney was a enterprise applications advisor for Disney Institute’s friends. And the distinction between Disney College and Disney Institute, a few of your listeners could already know, was that my viewers at DU was inside solid members, whereas at DI they had been exterior enterprise friends, simply similar to your self, your staff, proper?
And also you go on the market and also you wish to know find out how to run your corporation because the Disney method. So I beloved that consultancy function. And for the primary six months at DI, I used to be principally a glorified coach. And it wasn’t till Mark David Jones, Richard Parks, Gwen Burch, I hope they’re all listening at one level or one other to your podcast. And several other others took me underneath the wing as co-facilitators as a result of we might train as groups, and so they taught me the delicate distinction between coaching and consulting. So utilizing very comparable content material, I principally shifted from delivering ready data to creating custom-made answer. Similar content material, however a totally completely different context. Actually, I might name the heads of these groups that might come over 30 days earlier than they arrived and stated, hey, the place’s your ache level?
And it’s actually from there on that I by no means stopped consulting on an HR perspective. I really feel that’s a long-winded reply to your query, however I hope it provides you an concept of how I began the consulting bug in my life.
Jessica Miller-Merrell: I find it irresistible. And I believe that it’s such a superb factor to start our dialog on as HR leaders are enthusiastic about how they will transfer from being an HR practitioner to a enterprise accomplice supporting the group. Such an incredible introduction into the story behind consulting, like your standpoint. Let’s speak extra concerning the strategy if you’re working with enterprise leaders. I’m certain that’s advanced since your Disney days.
How HR Consultants Work With Organizational Management
Claudio Diaz: It undoubtedly has. All of us develop and get higher at what we do, proper? Actually, I might say that the evolution of the actions you simply heard in my prior response, would possibly truly typify what the expansion was like. So I went from serving to prepare others to sharing these insights with Jim, recommending alternate options, after which doing that for executives at a big scale stage, exploring outcomes with new associates, advising them on custom-made improvement plans.
So I believe it’s actually simply the way you strategy the work and particularly with the viewers that you’ve. Each single listener in your podcast proper now know that they must cater all the things to the viewers. And that’s actually what I’ve completed to achieve success. So I believe the important thing to my success in each a kind of motion sort of oriented examples is I’ve to be extra curious than my consumer. And I do know you and I’ve talked about it, however right here’s why. Irrespective of how sensible enterprise leaders are and the place we’ve taken our careers, we don’t have all of the solutions. I believe that’s such a given, however individuals don’t say that too typically.
And take me for instance, I’ll be weak. If I take a look at the occasions in my very own life the place I didn’t get it in air quotes, there can be a 3 most likely predominant causes. First off, I’m generally too near the issue to see it. what I imply? I see numerous bushes and I don’t understand I’m within the very forest I’m attempting to trim or develop. And I want these outdoors eyes to assist me see the issue clearer. After which secondly, it may very well be that I actually haven’t sharpened that noticed recently and I’m attempting to make use of boring, outdated strategies however nonetheless get the identical sharp outcomes. It simply gained’t work. And I believe lastly, and in my life particularly, however I consider lots of people can relate to this, it’s most likely the most typical, I haven’t seemed within the mirror lengthy sufficient to understand I’ve extra of the issue generally than I’m the answer. And that takes numerous vulnerability.
So I’m certain there are different the reason why leaders search out consultants, , like myself or others. However like I stated earlier, irrespective of the explanation for being employed as a advisor, there’s one factor for certain. It’s a must to be extra curious than they’re, or else you’re merely main them down the unsuitable path or agreeing with them on all the things and turning into then a part of that proverbial downside.
So curiosity, as a phrase, it’s a fairly dynamic idea. So I additionally wish to break it down into one key habits. Asking extra questions. As I used to be rising as a advisor, I discovered that answer once I actually transitioned from a coach to a advisor. As a coach, I advised, I shared, I prescribed, proper? However as a advisor, I realized to be curious and discover potentialities with my very personal consumer by way of the act of questioning. And I imply on a regular basis. In search of to really perceive earlier than being understood. And collectively then we constructed the options that made essentially the most sense from each views.
So I assume my oversimplified strategy is one I exploit in my life. I’m actually curious and subsequently I ask numerous questions to know the place I can presumably assist both myself or another person obtain that highest state that they need.
Jessica Miller-Merrell: I really like that. And the questioning piece, I believe, is vital. And as I’m enthusiastic about the work that I’ve completed in neuro-linguistic programming is that we’ve got a course of the place it looks as if numerous questions. However actually, you might be serving to that particular person get to a spot the place perhaps they haven’t requested themselves these questions and opens them as much as new concepts or understanding about themselves or simply extra potential options that they haven’t found. Since you stated generally we’re our personal worst enemy and we’ve got blocks we are able to’t see.
Claudio Diaz: Yeah. And , one answer, if I might add on to your level, as a result of it’s so legitimate, it’s a warning that I realized early. I taught myself to not say I’m actually looking for to know when in actuality I’m simply utilizing inquiries to show my level or promote them on my strategy. Like a superb instructor, I additionally must examine my solutions and what I’m pondering and never deliver implicit bias to the desk in order that once I sit down with the CEO and share what I’ve realized, she could generally be shocked to listen to the views I’ve gained. Does that make sense? I’ve to be true and trustworthy with myself.
Am I looking for to know? or am I simply ready for them to meet up with my brilliance?
Jessica Miller-Merrell: And that occurs quite a bit. That second one, proper? The place you’re main them with breadcrumbs, particularly in gross sales conversations, however that’s one other podcast for one more time. However I like the real questions to assist collect understanding so as to help them, the best way they should be supported and provide up options, however then perhaps they will have some self-awareness concerning the sorts of options or areas of alternative which may exist that they haven’t thought of.
So we’re speaking about excessive progress organizations, organizations which might be both within the weeds of excessive progress or are getting began shifting ahead the place they’re going to be rising quickly. And that is one among your areas of specialization. So I actually needed to dive into this. So after we take into consideration progress, one of the difficult issues that we do at HR as HR professionals helps type of handle and navigate all these issues. We’re taking part in a help and technique function in these areas. What’s your strategy to this as an HR advisor for a excessive progress firm?
Claudio Diaz: Yeah, I believe if I hear you asking , how can we as HR professionals assist and spur extra organizational progress and improvement? {that a} truthful?
Jessica Miller-Merrell: Sure, completely.
What’s HR’s Position in Organizational Improvement?
Claudio Diaz Yeah. Yeah. I believe you bear in mind from our final podcast the place I outlined organizational improvement in a quite simple method. Like I attempt to do with all the things simply in order that the lay particular person also can perceive our HR communicate.
To me, organizational improvement is creating the group you’re employed for as if it had been an entity or an individual or a human being. If I’m grooming a direct report or a mentee, for instance, I wish to know all the things about them, what they’re good at, the place they stink, what they’ve tried to do or not tried in their very own evolution, what are their sizzling buttons, their passions, their desires, et cetera. And really equally,
I’ve to know the group I work for actually, rather well. How they impart or not, to what the very best progress goal is, or how we earn money. What retains us from that purpose? What furthers us alongside? How briskly can we recuperate from failure, etcetera? And you understand how I be taught all of that? Once more, I ask numerous questions, as I discussed earlier.
Throughout progress, asking questions generally is a nice driver and an incredible derailleur. The motive force is there as a result of I’m grounded within the outcomes the group desires. I’m getting data and I’m grounded with them. However it may be a derailleur as a result of time is commonly not on our aspect throughout progress.
I typically do (ticking sound) and if we had been stay, individuals would see me sort of pointing to my watch. , I really like the New York Minute. And even the New York Minute is just too sluggish generally throughout progress. In order a advisor, I attempt to assess and analyze as I assemble. As an illustration, I’m presently searching for my subsequent function. And I often use this course of not solely throughout progress time, but in addition throughout my first 90 days in a brand new function. And
, even the recruiting course of, as an example, I’ll canvass seat, sweep friends and frontline associates to get the lay of the land on what’s working, whether or not it’s that or whole rewards, studying and improvement, etcetera. And I’m in actual time. I’m within the CEO’s workplace as typically as I might be there for her, letting her know what I’ve realized so she will be able to both validate or course right me.
So progress we all know is important and it’s crucial, however we generally could also be so keen about progress that we don’t see that we’ve veered 5%, then 10, then 20, then 40, then 80, and many others. And that asking questions on the fly as I’m attempting to get grounded in what the CEO and my C-suite friends need is de facto how I’ve managed that as an HR skilled for the companies I’ve performed.
Jessica Miller-Merrell: I’ve typically stated that like my staff, for instance, we’ve got some programs that we’re pre-selling proper now in a few completely different areas and they’re being pre-sold and we’re creating them proper now. So I typically say we’re flying the airplane whereas we’re additionally constructing it on the identical time. And that’s actually a spot that you need to be actually snug and assured in your staff in order that in the event that they… If there’s one thing that they’re involved about, they really feel like they will come to you and categorical that in order that we are able to have a dialog to see if adjustments should be made or changes should be had, particularly if you’re attempting to develop or scale actually rapidly.
Claudio Diaz: Sure, sure, sure.
Jessica Miller-Merrell: Let’s take a little bit reset. That is Jessica Miller-Merrill and you might be listening to the Workology Podcast and is powered by Ace the HR Examination and Upskill HR, we’re speaking with Claudio Diaz, chief individuals officer and advisor. Remark podcast on my pin put up on Instagram and head on over to Workology weblog. That’s the Instagram account. Ask questions, go away feedback and make solutions for future friends. I do wish to hear from you.
When you’re listening to this podcast episode over on the Workology podcast, your entire prolonged model, the hour lengthy dialog with Claudio, is on the market completely on the Workology Podcast Prolonged, which is on the market on Upskill HR. It’s our skilled improvement membership for HR leaders. You’ll be able to head on over to UpskillHR.com to join a month-to-month or an annual subscription.
How HR Creates Income for Organizations
Let’s speak a little bit bit a couple of topic that, and I’m a little bit embarrassed to say that we haven’t talked about this subject sufficient right here on the podcast, however that’s income. How do… How does HR go about serving to to create new income for organizations?
Claudio Diaz: Yeah, properly, in my easy mind, the only reply is I do my job so properly that it will probably truly be offered to others, proper? If I run my HR processes so properly that even paying shoppers and perhaps even rivals in the identical trade are begging you to show them the way you do it, there you begin income streams.
Let me provide you with an instance, Jess. At Whitley, I created a two-year management academy that senior managers who attended would typically brag about that have to their shoppers whereas they had been out within the subject. Effectively, guess what? A few of these shoppers then referred to as and requested me to do this inside their very own group.
In one other scenario, we created this compensation software program answer with the assistance of IT that different accounting companies had been truly serious about shopping for after we went to an alliance with different companies. So these are the methods that you may actually generate the income is do your job so properly that others are saying, I wish to be such as you once I develop up.
Now, that takes some time. And till you get that income stream working, within the meantime, whilst you get to be that star participant, you’ll be able to nonetheless do quite a bit to extend income and make your self appear to be the entrepreneurial professional that you’re. I believe at first, it’s my accountability to show HR professionals how our agency makes cash. I hope your listeners don’t low cost what I simply stated as a result of it’s so easy.
Too typically, we within the C-suite in HR don’t train HR professionals who’re properly versed in HR, could even have their SPHR and PHR certifications, but they don’t understand how the corporate they work for truly makes cash. They know what they promote, however they don’t know the way it makes cash. So one among many easy instruments that I exploit is a 4 quadrant consumer income graph. So the x-axis is the kind of income that’s coming in, whether or not that’s new income after which annuity or 12 months a 12 months, 12 months over 12 months income. However on the y-axis are the shoppers. They usually can both be new shoppers or current shoppers. So you actually find yourself with 4 quadrants. So backside left quadrant is usually referred to as “new new”, proper? As a result of it’s new income coming from new shoppers. That’s the place numerous the bread and butter within the pipeline, the gross sales pipeline comes from. The highest left is new income from current shoppers or what’s generally referred to as pockets share.
What I imply by that’s how a lot of the {dollars} of their funds are getting used for our services versus our rivals. The underside proper quadrant is annuity income from new shoppers. And you’ll virtually assure that early within the gross sales cycle by way of multi-year reductions and issues like that. And it’s that prime line and quadrant is annuity income out of your most loyal prospects. What I name the coveted crimson carpet income.
So when HR professionals see the income pipeline from these 4 views, now they will deliver one other strategy to serving to our inside shoppers. And hopefully they bring about options that make every quadrant develop 12 months upon 12 months. For New new, as an example, we are able to train enterprise improvement expertise or gross sales cycle expertise, whether or not that’s spin promoting or snap promoting any of the completely different approaches. Or we are able to rent those that have confirmed to promote properly of their previous to extend gross sales and retention in our future, proper?
For Pockets Share, we cannot solely educate all people about all of the service strains that we’ve got and the merchandise that we provide, however we may help create bundling decisions. Now advertising and marketing most likely is the chief in that, however you’ll be able to truly do it as properly.
And you’ll design cross-lateral organizations that then capitalize on that vertical integration. In all probability talking method too geeky right here, however I’m simply attempting to present examples. Evidently, we are able to additionally create higher compensation methods to reward elevated pockets share, in addition to contract loyalty. Hey, you stick with us. Right here’s what we’re going to do to thanks for being a loyal buyer. After which smaller organizations that don’t have a CRM or a instrument to essentially observe their prospects properly.
I rise up in HR and I say, look, leverage my HR IS. You’ll be able to determine what constitutes a loyal buyer within the instruments we’ve got within the HR IS and after we ought to roll out the crimson carpet to garner much more of that loyalty.
So the place I spend most of my time, I’m sorry that I’m lengthy winded, is in instructing leaders, together with myself to show their very own associates that they help how we earn money and the way their function can contribute to the highest line. I believe individuals who hear that really feel like they’ve function of their function to what all people at all times talks about, whether or not it’s the highest line income or the underside line web revenue.
Jessica Miller-Merrell: Thanks for sharing all this. And as an entrepreneur myself who additionally works in HR, like, there’s nothing like having your personal services or products that you just throw your shingle on the market and say, hey, that is out there. Lots of my stuff is digital programs which might be out there on demand, however I’ve needed to actually get snug with numbers, understanding the shopping for cycle, understanding issues like CPCs, value per click on.
How do I, as you had been saying, like, roll out the crimson carpet for purchasers who’re already pleased with us. How can I develop that relationship in several methods? So these are all issues that I might encourage all HR leaders to consider. And it may be at your group. Like I might love so that you can become involved in that, but it surely may very well be one thing so simple as establishing your personal Etsy retailer or driving for Uber or simply sort of enthusiastic about and having that mindset as a result of I undoubtedly know if I went again into company HR, my understanding of the enterprise and I’ve an MBA can be a lot better and I might be enthusiastic about understanding how we earn money and the way HR can help that quite a bit otherwise than I did in my final company function.
Claudio Diaz: Kudos to you. Yeah, completely. The entrepreneur aspect is what we actually want to start out pondering like with the intention to actually be a seat on the desk, to be at a seat on the desk.
Jessica Miller-Merrell: Completely. We’ve to start out talking the language of enterprise with the intention to get that belief and have these conversations as a result of there’s numerous, in my thoughts, schooling that should occur as a result of they’ve concepts about who we’re as HR leaders or enterprise leaders. And we have to… change some perceptions and that begins with being in these conferences and asking questions. However earlier than all that, we have to have an understanding of the numbers behind the enterprise.
Claudio Diaz: Positive do. Agree. Agree with you.
Jessica Miller-Merrell: So one of many issues that I wish to be certain that we talked about, as a result of we chatted about this, and one of many issues I really like about you, Claudio, is how you’re taking a extremely complicated subject and make it easy for anybody to know. I believe that’s a talent that’s actually essential for anybody who’s doing coaching and improvement. So let’s discuss one that you just talked about in our prep name that I used to be intrigued about, is the ABC mannequin…
Organizational progress is a optimistic factor, but it surely does deliver numerous challenges. The whole lot from change administration to organizational design to predictive metrics, forecasting and extra. HR leaders are actually doing essentially the most proper now management expertise, battle decision, scaling processes to align with firm progress, reporting metrics to the manager suite and board, and preserving a complete shifting workforce within the loop with all these adjustments that comes with all this progress. I do know it’s quite a bit.
As HR leaders, we aren’t at all times ready to deal with excessive stage organizational rising pains, however… We are sometimes on the sidelines supporting and inspiring our groups, which is why I respect Claudio’s insights on the podcast right now. I consider it’s our accountability as HR specialists, and that features Claudio, to share why and what they know in locations and areas like this one. HR consulting is a lot greater than coaching. It’s hand-holding, educating, speaking, structured studying methods, advising, counseling, and a lot extra.
I actually have realized a lot from all these interviews from our HR consultants and simply HR consultants in my very own profession. So I respect Claudio sharing his experience with us on right now’s podcast episode. Go forward and remark podcast on the pin put up on my Instagram account earlier than we shut issues out right here. It’s at workology weblog. You’ll be able to ask questions, go away feedback and make solutions for future friends. I actually do wish to hear from you.
I respect you a lot. And I thanks for becoming a member of the Workology podcast, which is sponsored by Ace HR Examination Upskill HR. Know that the complete complete hour lengthy podcast interview with Claudio on organizational progress and improvement is on the market completely for my Upskill HR members.
We’ve over 100 hours of private {and professional} improvement, sources, webinars, podcasts, all of the issues for you all pre-approved for HRCI and SHRM, recertification credit, and people PDCs. Head on over to www.upskillhr.com to enroll and test it out. This podcast is for the disruptive office chief who’s uninterested in the established order. I do know that’s you. My identify’s Jessica Miller-Merrill. Till subsequent time, go to workology.com to hearken to all our earlier Workology Podcast episodes. Have an incredible day.
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