Halloween comes every Monday at Give Kids The World Village. Christmas comes every Thursday. Sara Valentine says your culture happens on the days in between, on ordinary Tuesdays. In this week's episode, Sara talks with Dr. Joey about the HEART framework she discovered as she watched her team serve Wish families, and how a culture climbs back from rock bottom one conversation at a time. What does your team hear from you on an ordinary Tuesday?
ABOUT THE GUEST
Our guest on this episode is a human resources executive, leadership speaker, and creator of the Heart Leadership framework. It's a simple approach that helps leaders like you and me build trust through intentional conversations and everyday actions. She's led people and culture for nearly 20 years, and is passionate about helping organizations like yours create work cultures where employees feel heard, valued, and empowered. She currently serves as vice president of talent and culture at Give Kids The World Village, and hosts the Heart Leadership podcast. She believes that leadership is less about having all the answers and more about how we show up for our people.
Sara welcomes messages from the Work Positive community on LinkedIn.
KEY INSIGHTS
Sara's first job at 14 had her scaling fish at a bait and tackle store for $5 an hour. A difficult boss there showed her the effect a people leader has on everyone around them. She's been a guardian of people ever since.
Give Kids The World Village earns a 99.1% guest satisfaction score from families of critically ill children who get one wish. The team gets one opportunity to do it right.
Sara asks people leaders, "What do you do for the Wish families?" Then she tells them, "You need to do that for the employee." Dr. Joey calls it taking the external and bringing it internal.
HEART gives a busy people leader one word to remember in a difficult conversation: Hear, Empathize, Acknowledge, Respond, and Thank.
A culture transformation often gets worse before it gets better. The Village culture climbs back from rock bottom with a CEO who is all in, day by day and moment by moment.
Sara attracts top talent with one question: "Why should someone wanna work here?" People join people leaders. Attraction starts long before anyone submits an application.
Retention starts on day one. Sara says, "People don't leave because of one bad day. It's hundreds of moments of not feeling heard, appreciated or supported."
Sara says culture is "literally built on ordinary Tuesdays," created one conversation, one decision, and one response at a time. Every people leader shapes culture.
Sara coaches people leaders to "be consistently human." People forgive a people leader who makes a mistake and owns it.
Sara remembers standing at the gas tank deciding between gas and groceries. That memory centers her. Everybody brings their life with them to work.
YOUR DO ONE THING (DOT) CHALLENGE
Slow down and listen to your people. Sara says, "They already have the answer. They're waiting to tell you, because people want to be heard." Listen to understand rather than to respond. Then act on what you hear. As trust grows, your culture transforms.
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