THE CALIFORNIA STATE UNIVERSITY S Y S T E M W I D E
and California State University • Sacramento • Long Beach PROFESSIONAL
OFFICE OF THE CHANCELLOR
Creating an Your Organizational Accountability
Accountable Are poor performers ignored, transferred, or promoted?
Organization Does territorialism prevail?
Are individuals and teams recognized and acknowledged?
with Mark Samuel of IMPAQ
Do people hide from responsibility?
Thursday, November 17, Are problems and conﬂicts avoided?
2005 For ors,
nis t r
8:30–4:00 Do priorities compete? admi nager s ,
University Union r v iso
Is performance execution measured or s u pe t e nt i a l
California State University, o
a nd p der s
Sacramento only business results? lea
Thursday, March 23, 2006
8:30–4:00 Are values ignored or taken for granted?
The Pyramid Is there an atmosphere of change
California State University,
Long Beach resistance?
Excerpted from Mark Samuel’s Organizational Accountability Assessment
I magine your department transformed in a way that sets it head and
shoulders above its peers. Silos and territorialism no longer exist.
Managers communicate with one voice. Resources are shared across
functional areas. Projects are completed on time, within budget. Problems
are surfaced and quickly addressed. The “blame game” ends forever. Non-
performers are addressed, not ignored. Success is continually recognized.
And these deeply positive changes are sustained as your department
evolves and grows.
Does such a transformation—which results in higher productivity, more
effectiveness, greater customer satisfaction, and happier employees—
sound like a pipe dream? We can assure you it’s very possible. Using
IMPAQ’s principles for creating organizational accountability has set many
organizations on this path. And you can ﬁnd out more by participating in
this one-day seminar.
Questions? To talk to a real How to Create Accountability at the CSU
person about this seminar, call This one day highly interactive and informative session provides managers
Laurie Faure toll free at (888) with the essential strategies and tools for increasing organizational, team
200-4499 or (562) 951-4403.
and individual accountability implemented in all three stages of the IMPAQ
Systemwide Professional Development • methodology. The program focuses on the ability to respond to change
California State University Ofﬁce of the
Chancellor • 401 Golden Shore, Long in a way that increases everyone’s ability to “count on each other”—the
Beach, CA 90802 primary ingredient for successful change efforts.
During this session, you’ll explore the habits of performance execution
A TRUE CASE STUDY: that need to be changed in order to reach a new level of excellence. You’ll
IT Department of a learn how to increase accountability in communications, planning change
Major University efforts, and dealing with the “wall of fear” when facing major challenges.
Finally, you’ll explore the Personal Accountability Model and identify
Their Challenge ways for moving from the “victim mode” to the “accountable mode” when
To implement newly solving problems, and coaching and dealing with conﬂicts. You’ll come
formed department values, away understanding the value and importance of accountability as well as
while increasing customer what tools to use with your teams and direct reports.
satisfaction, productivity and
morale. They also needed to
deal with declining resources
The Secret Seven: The 7 Tools and
and turnover of key talent. Techniques You’ll Walk Away With
Wouldn’t you love to know the secrets of instilling accountability in your
The Accountability Solution
workplace? Rest assured that by the end of the day you’ll know how to
support these tools and techniques to bring accountability to work.
IMPAQ ﬁrst worked with
the departmental leadership q A process for implementing change to ensure lasting, sustainable results
to turn their newly formed w A model and assessment for diagnosing the level of organizational
values into Success Factors accountability
of Performance Execution
that could be measured and e A technique for improving performance execution that links to business
linked to their performance outcomes
goals. IMPAQ implemented r A process for creating a clear focus on top priorities, including tracking
Service Excellence and and measuring progress
the Accountability Core
t A technique for improving trust, support and conﬂict resolution
Methodology within each
functional area to include all y A method for dealing with resistance when implementing change
managers and employees.
u A tool for coaching others and assisting people through their “wall of
The Result fear” or resistance
The IT Department received You’ll also receive valuable materials to take back to the ofﬁce!
2 customer service awards • Participant workbook to ensure successful completion of the above
within the ﬁrst 6 months after outcomes and to serve as a reference guide
implementation. Later that year
they demonstrated customer • Organizational Accountability Assessment to identify the strengths and
satisfaction improvements areas of improvement related to organizational accountability
and an increase in overall • Change Planning Worksheet as your commitment to apply accountability
morale by 25% based on a strategies and techniques. Use this after the seminar
standardized University climate
study. They also achieved • Personal Accountability Card to ensure that you can have easy access to
a 35% increase in trust in the Personal Accountability Model for self-coaching and to assist others
leadership. Five years later the
department has continued to
sustain customer satisfaction
improvements, increased E a r l y io n
s t r at
productivity based on projects Regi tives !
completed, and increased I nce n e d fee
retention of key talent. R edu nd
f r ee
Your Seminar Agenda The Seminar Presenter
Mark Samuel is the President
and Founder of IMPAQ and
internationally acclaimed author
The personal accountability model of The Accountability Revolution:
Learn how to ask accountability-based questions Achieving Breakthrough Results in
for coaching yourself and others Half the Time! and co-author of The
Power of Personal Accountability.
ORGANIZATIONAL ACCOUNTABILITY As an independent consultant, educator and speaker
The ﬁve levels of organizational since 1978, Mark has gained a far-reaching reputation
accountability for his expertise in how accountability can improve an
Complete an assessment of your organizational organization. He teaches organizations of every kind
accountability to thrive through results-oriented management based
upon the practice of accountability.
The key to high performance: execution and
proactive recovery Mark is considered a practical visionary by many
Complete an assessment of team execution and Fortune 500 companies and has been recognized by
recovery CNBC, Bloomberg and Fortune magazine, which cited
him as a top authority on “how companies can end
The ﬁve-step process for achieving high blame in the ranks and create a place where people
performance want to work and get results.”
Learn how to plan a change effort for maximum
high performance For the last 25 years, Mark has guided organizations
across the globe to higher levels of long-term
TEAM ACCOUNTABILITY success. He is frequently called in by companies to
Learn how to prepare for team improvement address leaders on his unique approach to solving
the challenges of culture change, performance
Developing and measuring success factors of improvement, leadership development and effectively
performance execution managed teamwork. His personal objective is to ensure
Learn how to write and measure success factors that his clients achieve meaningful and measurable
Developing team priorities to ensure performance results that are sustained over time.
alignment Mark is an award-winning speaker in North and South
Learn how to clarify accountability for the top 5 America. He has addressed national conferences
team priorities of ASTD, AQP, ODN, ASHHRA and ISPI. He moves
audiences to effective action with engaging
MANAGING AND LEADING CHANGE presentations that are inspirational, humorous,
Creating a safe environment interactive, and thought provoking.
Overcoming the “wall of fear” He has inspired positive, proﬁtable improvement in
Interlocking accountability for team results companies worldwide, including Chevron Corporation,
Learn how to bring your team to agreement American Express, Genentech, Mervyn’s of California,
And, ﬁnally, complete your accountability Nissan Corporation, Hewlett-Packard Company,
commitment action plan Universal Studios, Paciﬁc Bell, The Royal Bank of
Canada, Dura Pharmaceuticals, The University of
California at Berkeley and PDVSA of Venezuela.
Mark holds a bachelors degree in Social Science from
Early Registration Incentive! the University of California, Irvine; a masters degree in
Management, with a special emphasis in Organizational
Sacramento Seminar: Register Development from the University of California, Irvine;
by November 7 and receive Mark and a masters degree in Applied Psychology from the
Samuel’s book free. University of Santa Monica, California.
Long Beach Seminar: Register
by March 13th and receive Mark
Samuel’s book free.
How to Register
Complete your registration and payment online, 24 hours a day, 7 days a week. It’s
Development (SPD)—a department
the easiest and quickest way to register. Go to www.TheSource.calstate.edu >
reporting to the Vice Chancellor
Seminar Registration > Active Seminars and take the link directly to the registration
for Human Resources at the Ofﬁce
of the Chancellor, California State
University—is the sponsor of this Course Information—SACRAMENTO
seminar. SPD works in partnership
DATE AND TIME: Thursday, November 17, 2005; 8:30-4:00
with Human Resources departments
throughout the CSU system to LOCATION: University Union, CSU Sacramento
offer professional development MEALS PROVIDED: Beverages provided; lunch is on your own
opportunities that complement the EARLY REGISTRATION FEE before November 7, 2005; $209
current training program on the
STANDARD REGISTRATION FEE after November 7, 2005; $229
hosting campus. Participation is by
employees from all CSU campuses SACRAMENTO COURTESY FEE: $199 (Hosting campus courtesy registration fee is
and occasionally from friends of the available to Sacramento campus employees only.)
CSU.This seminar is self-supporting
Course Information—LONG BEACH
from registration fees.
DATE AND TIME: Thursday, March 23, 2006; 8:30-4:00
Seminar Hosts LOCATION: The Pyramid, CSU Long Beach
California State University, MEALS PROVIDED: Beverages and box lunch
Sacramento EARLY REGISTRATION FEE before March 13, 2006; $209
The Ofﬁce of Human Resources STANDARD REGISTRATION FEE after March 13, 2006; $229
– Professional Development/Training LONG BEACH CAMPUS COURTESY FEE: $199 (Hosting campus courtesy registration fee
is dedicated to enhancing the quality is available to Long Beach campus employees only.)
and vitality of its campus personnel.
They take seriously their goal of Payment Options
developing a proactive approach Online transactions can be paid with credit card,
to staff development by offering purchase order, or check. It is your responsibility
programs and training that provide to print your own invoice and pay from that invoice. Checks should be mailed
opportunities for self-improvement, directly to REGISTRATION CENTRAL ACCOUNTING, Attention Sam Bawahab,
enrichment, and professional Ofﬁce of the Chancellor, 401 Golden Shore, Long Beach, CA 90802
development for all staff. Coordinator
for this seminar is Kim Harrington. Your check payable to CSU TRUSTEES TF047-1058 should accompany your invoice
in order to be properly credited to your registration account.
California State University,
Long Beach Hotel Information
Staff Personnel Services offers a Check the registration site for links to area hotels.There is not a room block held
range of employee development for this particular seminar. Request a government rate when making your hotel
opportunities such as the popular reservation.
Essentials for Managers Certiﬁcate Conﬁrmation
Program and the Road to Success
Training Certiﬁcate for administrative Your registration will be conﬁrmed electronically to your e-mail address within
support staff.They also administer minutes of entering your information. If you do not receive an e-mail conﬁrmation,
various recognition programs as we do not have your registration. Please phone us at (888) 200-4499 (toll free).
well as a variety of opportunities for Completion Certiﬁcate
personal and professional growth.
Coordinator for this seminar is Vickie Personalized and signed completion certiﬁcates will be available at the conclusion
Hamilton. of the seminar. Certiﬁcates must be claimed by the named individual and will not
Questions? To talk to a real
person about this seminar, call Cancellation Policy – Important
Laurie Faure toll free at (888) If you must cancel, you may do so online by returning to your individual
200-4499 or (562) 951-4403. registration transaction. A cancellation fee of $25 will be assessed for cancellations
for any reason. Cancellations after November 10 (Sacramento) or after March 16
Systemwide Professional Development •
California State University Ofﬁce of the (Long Beach) will be assessed the entire registration fee.
Chancellor • 401 Golden Shore, Long If you are unable to cancel within the speciﬁed time period, please feel free to
Beach, CA 90802 send a substitute in your place.You may enter the name of your substitute to your
www.TheSource.calstate.edu registration ﬁle online.
No-shows are not entitled to a refund or credit towards another seminar.