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P R O C E S S

Our organizational training and development philosophy:

Effective training is a

P ROC E SS not an event. Requirements:

RACTICAL CONTENT– material that explores principles, methods and purposes

EPETITION – the foundation of all learning

WNERSHIP – by management and staff inside your organization

ONSISTENT MESSAGE – each time presented

ASILY CUSTOMIZED – content connected to the problems facing the organization and individual

UPPORT TOOLS – user-friendly resources for the participants and facilitator

PECIFIC PLAN – for implementation and follow-up

QBQ! has had tremendous impact on our organization. I have had the opportunity to facilitate the QBQ! program to over 100 employees and nothing but positive feedback! Participants say this is the best course they have ever attended. People are even asking to be placed into a class. And, QBQ! has been very helpful in my own life. I look forward to continuing to spread the message of personal accountability throughout our entire organization! Glenn J. Newby, Safety Manager, BNSF Railway

TM

ACHIEVING EXCELLENCE BY PRACTICING

PERSONAL ACCOUNTABILITY

The QBQ! program can be facilitated by an internally or externally provided facilitator.

QBQ! content is presented on DVD by author John G. Miller.

ACHIEVING EXCELLENCE BY P R A C T I C I N G P E R S O N A L A C C O U N TA B I L I T Y IN BUSINESS AND IN LIFE

FACILITATOR GUIDE

F E AT U R I N G J O H N G . M I L L E R

The comprehensive training system provides: The Facilitator: A Facilitator Guide (96 pages) providing practical ideas for tailoring QBQ! and making it real, plus four instructional modules of core content. Average running time of each of these four sessions of material: 27 minutes. When facilitated in a classroom or team setting, the full program can be implemented in four 1– to 3–hour workshops, a half day, or one full day.

In addition to the tools described above, the facilitator receives all the materials the participant does, described below.

The Participant: A 56- page, visually stimulat- ing and easy-to-use content handbook to be completed during the instructional time, two audio CDs contain- ing the entire training system soundtrack, a QBQ! pad and pen, and the book QBQ! The Question Behind the Question by John G. Miller.

QBQ! system tools pictured above: Facilitator Guide, Participant Handbook, QBQ! The Question Behind the Question book, and complete content soundtrack on audio CD.

QBQ! Content Outline

S e s s i o n I : Q B Q ! A To o l f o r L e a d e r s a t A l l L eve l s

  • Defining the QBQ!

  • Understanding Leadership

  • Two Myths of Accountability

  • A Picture of Personal

Accountability

  • Eliminating Stress

  • The Power of Choice

  • Our Leadership Role

S e s s i o n I I : T h e “ H o w To ” o f t h e Q B Q !

  • The QBQ! Guidelines

  • Eliminate Complaining

  • Stop the Blame Game

  • Defeating Procrastination

  • How Leaders View Problems

  • The Foundation of Teamwork

  • The Value of Action

S e s s i o n I I I : Pe r s o n a l A c c o u n t a b i l i t y i n A c t i o n

  • Adapting to Change

  • The Essence of Learning

  • Serving and Coaching: A Leader’s Job

  • The Cornerstone of Leadership

Understanding Communication

The Power of Serving Others

  • Accountability:

A Timeless Message

S e s s i o n I V: Q B Q ! C r e a t i v i t y a n d I n t e g r i t y

  • Careers Require Ownership

  • True Creativity

  • The Cost of Organizational Politics

  • Characteristics of Achievers

  • The Cornerstone of Success: Belief

  • Common Gaps of Integrity

  • An Integrity Test

Believers in the QBQ! Message:

Blue Cross of MN

Kraft Foods

Schwan’s Foods

BNSF Railway

LandAmerica Title

Simplot

Build-A-Bear

Lockheed Martin

Sonoco

Caldwell Banker

Manpower

Sprint

Cantex HealthCare

MasterCard

State Farm

Carlson Co’s

Nationwide Financial

SuperValu

Citigroup

Nokia

Pharmacies

Dell Computer

North American

Taco Bell

American Express

General Motors

Quest Diagnostics

Aventis

Georgia Pacific

Radio Shack of

Bausch & Lomb

Georgia Power

Canada

Bayer Corp.

Guidant Corp.

Rockbottom

Bell Canada

Home Depot

Restaurants

Ben Venue Labs

J.C. Penney

Royal Bank of

Blockbuster

Kaplan Learning

Canada

Exempla HealthCare

Oracle

Defense

Express Personnel

Papa John’s Pizza

Verizon Wireless

Farmers Insurance

Philip Morris USA

Wells Fargo Corp.

1st National Bank of

Pier 1 Imports

Wendy’s

Arizona

Potlatch Corp.

Weyerhaeuser

Ford

Publix Supermarkets

Wilsons Leather

GE Fanuc

Pulte Corp.

Wyeth Labs

Tyco HealthCare UNUM Provident U.S. Department of

Eli Lilly

Title

EquiFirst Mortgage

Novartis

Ethicon/J&J

Pharmaceutical

The QBQ! training system on personal accountability has eliminated the "we've always done it that way" mindset. Creating a NO BLAME environment has made staff much more forthcoming about their own performance and ways to improve. Clearly, the training has enhanced overall job

satisfaction— and our surveys are now showing these

great results!

Sharon L. Harris, Laboratory Director,

Harris Methodist Hospital

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