Are you ready to lead ?

Facilitator: Dean Egan

INTRODUCTION

The information provided in this training program is

intended to be used as a guide for managers;

in their efforts to build human and social capital,

through, managing diversity, emotional intelligence,

positive reinforcement, building trust, teamwork,

managing conflict, communicating, empowerment,

and leadership.

OBJECTIVES

Understanding the evolution of management and how these changes have directly contributed to the increased demand for people-centered managers.

Understanding the important aspects of creating a positive working environment, that encourages employees to participate in the achievement of organizational goals and objectives.

OBJECTIVES

Understanding the direct effects or influences positive or negative, a manager can have on their employees.

Understanding the “big picture” and how a manager can contribute to the overall success of the company by meeting the individual needs of his or hers employees.

To gain knowledge in the following areas: Organizational Effectiveness; Cultural Diversity, and the Power of Emotional Intelligence.

Program Overview

Effective Managers Get Results With and Through Others

Organizational Effectiveness Effective Communications Leveraging Your Knowledge Customer Service Best Practices The Selling Process The Sales Presentation

EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS

Definition of Management The Cycle of Continuous Improvement What Makes Effective Managers? The Effective Manager’s Skill Profile The 21st - Century Manager Four Basic Management Functions What is Your Managerial Type? What is Your Leadership Style? Seven People-Centered Practices

During the past several years, there have been many attempts to define what managers do and how they directly affect productivity and the overall success of a company. In today’s business world, managers must be people-centered and possess skills that focus on meeting the needs of their customers and their employees. At the same time, the manager, must effectively use all resources available to them, in achieving the companies’ goals and objectives.

Definition of Management: is the process of working with and through others to achieve organizational objectives in an efficient and ethical manner.

The Cycle of Continuous Improvement

People Products

ProductivityProcesses

People Skill development Motivation Teamwork Personal development and learning Readiness to change and adapt Increased personal

responsibility for organizational outcomes Greater self-management Decrease stress

Products Better quality goods and servicesGreater customer satisfactionJob creation

Processes Technological advancements Faster product development and production cycle times System flexibility Leaner and more effective administration Improved communications and information flow Organizational learning Participation and ethical decision-making

Productivity Reduced waste Reduced re-work More efficient and of materials, human, financial

and informational resources

What Makes Effective Managers? In general, effective managers are those who possess certain important skills and are able to use those skills in a number of managerial roles. No manager is to use any particular skill constantly or to play a particular role all of the time. However, these skills and abilities must be available when they are needed. These skills fall into three general categories: technical, conceptual, and interpersonal.

Technical SkillsA technical skill is a specific skill needed to accomplish a specialized activity. First-line managers need the technical skills relevant to the activities they manage.

Conceptual SkillsConceptual skill is the ability to think in abstract terms. Conceptual skill allows a manager to see the “big picture”, and understand how the various parts of an organization or idea can fit together.

Interpersonal SkillsAn interpersonal skill is the ability to deal effectively with other people, both inside and outside an organization.

The Effective Manager’s Skill Profile Is able to clarify goals and objectives. Encourages participation, communication, and

suggestions from their employees. Plans and organizes to ensure a smooth workflow. Possesses technical and administrative expertise. Delegates work through team building, coaching, and

support. Provides honest and constructive feedback.

The Effective Manager’s Skill Profile Keeps things moving forward - in the effort to meet

organizational goals and objectives. Controls details but not in a overbearing. Apply reasonable pressure for goals accomplishment. Empowers and delegates tasks and duties to others

while maintaining goal clarity and commitment. Recognizes and rewards good performance with

positive reinforcement.

The 21st - Century ManagerToday’s workplace is undergoing significant and permanent changes. Organizations in every industry are redesigning processes, in the effort to achieve greater speed, efficiency, and flexibility. This evolution has created the new participative type manager. The managerial shift was necessary for a 21st Century workplace environment to encourage employee participation.

The 21st - Century Manager Their primary role is to be a facilitator, team member,

teacher, advocate, sponsor, coach, and partner. They must desire a life-long of learning, and becoming

a generalist with multiple specialties. Determines compensation based on skills and results. An advocate for a multicultural and multilingual

working environment.

The 21st - Century Manager Maintain technical and interpersonal knowledge. They view people as a primary resource. Acknowledges ethical considerations and

differences. Possesses a cooperative nature that creates win-win

solutions.

Four Basic Management FunctionsAt any given time, managers may engage in a number of functions simultaneously. However, each function tends to lead to the next function.

Planning

Organizing

Leading &

Motivating

Planning: establishing organizational goals and deciding how to accomplish them. Organizing: the grouping of resources and activities to accomplish some end result in an efficient and effective manner. Leading and Motivating: is the process of providing reasons for people to work in the best interests of an organization.Controlling: is the process of evaluating and regulating ongoing activities to ensure that goals are achieved.

What is Your Managerial Type?This section will help you determine your managerial Type or style. Knowing your primary style, gives you a competitive edge, and helps you when handling all Types of interactions with customers and employees.

What is Your Managerial Type?

The Director

The Mentor

The Supporter

The Delegator

The Director defines goals, roles and allows the employee to take the lead. The Director will help develop a plan, show the employee how to implement the plan, and give examples of how the plan will work.

The Mentor will encourage employee participation and will actively listen to employee ideas, provide alternatives and give ideas on problem solving.

The Supporter will encourage employees to take the lead in all phases of action. The supporter will ask questions, and act as a sounding board to the employee. The Delegator expects the employee to take complete control and responsibility. Managers who are delegators will allow the employee to work independently and use their own judgment.

What is Your Leadership Style?This section will help you determine your leadership style. Leadership has been defined; as the ability to influence others. A leader has power and can use it to affect the behavior of others. Leadership is different from management in that a leader strives for voluntary cooperation, whereas a manager may have to depend on coercion to change employee behavior.

What is Your Leadership Style?

Authoritarian Leader

Laissez-Faire Leader

Democratic Leader

The Authoritarian Leader is one who holds all authority and responsibilities, with communication usually moving from top to bottom. The Laissez-Faire Leader is one who gives authority to employees and allows subordinates to work as they choose with a minimum of interference; communication flows horizontally among group members.The Democratic Leader is one who holds final responsibility but also delegates authority to others, who help to determine work assignments; communication is active upward and downward.

Seven People-Centered PracticesHow important are people? For better or for worse, as a manager you are responsible for the success of the team.

Job security (to eliminate fear of layoffs). Careful hiring practices (ensuring a good fit

with job requirements and company culture). Empower your employees (through delegation

and teamwork). Generous pay for performance.

Continued training. (training should be on-going) Less emphasis on status and focus on building the

“we” feeling. Trust building through sharing of information.

ORGANIZATIONAL EFFECTIVENESS

Organizational Resources Establishing the Right Plan What is Total Quality Management? Principals of TQM Managing Total Quality (TQM)

Organizational ResourcesEffective Managers coordinate and leverage all organizational resources to achieve the goals of the organization.

Management Organizational

Material Resources

Informational Resources

Financial Resources

Human Resources

Human ResourcesPerhaps the most important resource of any organization are its human resources - people. In fact, some firms live by the philosophy that their employees are their most important assets.Financial ResourcesFinancial resources are the funds an organization uses to meet its obligations to investors and creditors.

Information ResourcesMany organizations have increasingly recognized the value of information. Materials ResourcesMaterial resources are the tangible, physical resources an organization uses.

Establishing the Right Plan to Accomplish Goals andObjectivesA goal is an end result that an organization is expected to achieve over a one-to ten-year period. An objective is a specific statement detailing what the organization intends to accomplish over a shorter period of time.

Establishing the Right Plan

Strategic Plans

Broad guide for major policy setting; Designed to achieve long-term goals; Set by board of directors and top management

Tactical Plans

Smaller-scale plan to implement strategic plan; May be updated periodically; Easier to change than strategic plans

Operational Plans

Designed to implement tactical plans; Plan is one year or less; Deals with how to accomplish specific objectives

Contingency Plans

Outline of alternative courses of action if other plans are disrupted or non-effective; Used in conjunction with strategic, tactical, and operational plans

Types of Plans

Strategic Plan: is an organization’s broadest plan, developed as a guide for major policy setting and decision-making.Operational Plan: is a type of plan designed to implement tactical plans. Tactical Plan: is a smaller-scale plan developed to implement a strategy. Contingency Plan: is a plan that outlines alternative courses of action that may be taken if an organization’s other plans are disrupted or become ineffective.

What is Total Quality Management?TQM is defined as the organization’s culture, including, how upper management supports And encourages, the constant attainment of Customer satisfaction through an integrated system of tools, techniques and training.

Principals of TQM Doing it right the first time to eliminate costly

reworks. Listen to and learn from customers and employees. Make continuous improvements an everyday matter. Build teamwork, trust, and mutual respect.

Managing Total QualityTotal quality management (TQM) is the coordination of efforts directed at improving customer satisfaction, increasing employee participation, strengthening supplier partnerships, and facilitating an organizational atmosphere of continues quality improvement.

Customer Satisfaction: Ways to improve include producing higher-quality products, providing better customer service, and showing customers that the company cares. Employee Participation: This can increased by allowing employees to contribute to decisions, develop self-managed work teams, and assume responsibility for improving the quality of their work.

Strengthening Supplier Partnerships: Develop good working relationships with suppliers can ensure that the right suppliers and materials will be delivered on time at low costs. Continues Quality Improvement: This should not be viewed as achievable through one single program that has a target objective.

EFFECTIVE COMMUNICATIONS

Communication is as essential to business as sales; in fact, communication makes sales possible. Face-to-Face Communications Printed Correspondence Telephone Communications E-Mail Correspondence Nonverbal Communication Nonverbal Signals Effective Listening Techniques

Face-to-Face Communications People-to-people (P2P) communication skills remain one of the primary success factors in business, even in this age of technology.

Printed Correspondence Effective business writing is designed to convey particular information to an individual or group, or to request information. For business writing to be effective, you must write concisely and accurately.

Be Concise Always Proofread Be Descriptive, Clear and Persuasive Use the five Ws: Who? What? When?

Where? Why?

Telephone CommunicationsTelephone etiquette is more important than ever. Here are a few things to remember when communicating with your customers.

Smile while you are talking. Answer the phone, and call people back. Always ask if this is a good time to talk. If someone tells you they can't talk now, ask

them when would be a good time to call back.

Make telephone appointments to discuss important issues.

Prepare for your call in the same way you prepare for a personal meeting.

Stick to your point and keep it brief. Take notes during the call, write down the

relevant points you discussed.

E-mail CorrespondenceAny time you write an e-mail to a customer or reply to a customer’s e-mail, remember the rules of Netiquette.

Netiquette is a term derived from the words "Internet Etiquette” or “Network Etiquette“ which describes the use of proper manners and behavior online.

Be courteous and respectful of others. Keep messages short and brief. Don’t Shout: writing in all capital letters is

considered shouting. Pay Attention to language issues. Think Before Sending: Never send an e-mail

if you are angry.

Nonverbal CommunicationBeing a good communicator requires more than just verbal skills. 93% of the time “what” we are saying, is less important than “how” we say it. In order to build a connection and trust, we need to Be aware of and in control of our nonverbal signals.

Nonverbal SignalsEye contactFacial expressionTone of voicePosture and gestureTouchTiming and pace

Effective Listening TechniquesEncouragingPretending ignoranceNoting and reflecting emotionsParaphrasingSummarizing

LEVERAGING YOUR KNOWLEDGE

Emotional Intelligence Relationship Management Embracing Cultural Diversity in the Workplace Effective Management of Cultural Diversity The World is Becoming More Global Ethical Standards and Behavior in the Workplace Guidance for Making Ethical Decisions How Ethical are These Behaviors

Emotional Intelligence Emotional intelligence is the ability to identify, use, understand, and manage your emotions in positive and constructive ways. It's about recognizing your own emotional state and the emotional states of others.

Self-Awareness Emotional self-awareness Accurate self-assessment Self-confidence

Self-Management Emotional self-control Trustworthiness Conscientiousness Adaptability Achievement drive Initiative

Social Awareness Empathy Service orientation Organizational awareness

Relationship Management Developing others Influence Communication Conflict management Visionary leadership Catalyzing change Building bonds Teamwork & collaboration

Embracing Cultural Diversity in the WorkplaceMany companies are becoming more sensitive to diversity. Companies have come to realize that cultural differences have tangible financial implications for the operation of a business.

Effective Management of Cultural DiversityIt is the manager responsibility to emphasis the benefits of having a diverse team. Identify each person’s individual talents and encourage them to participate, in the success of the team.

There has been an increase in the demand for people-centered managers.

Companies want to hire and retain, managers that have the knowledge that can effectively lead a team of diverse employees.

Companies have realized that effective management of a diverse set of employees and customers has a dramatic impact on the bottom line.

Understanding and embracing cultural differences among employees and customers directly translates into economic prosperity and survival in a global economy.

The World is Becoming More Global

Ethical Standards and Behavior in the WorkplaceEthical and unique conduct is the product of a complex combination of influences. At the center is an individual decision maker.

Guidance for Making Ethical DecisionsAs a guide for managers, we have included a “decision tree” sample. A decision tree is a graphical representation of the process underlying decisions.

Guidance for Making Ethical Decisions

How Ethical are These Behaviors? Let’s take a few examples of common workplace behaviors and rate each example.

How Ethical are These Behaviors?

Very Unethical Unethical

Neither Ethical nor Unethical

Ethical VeryEthical

Accepting gifts/favors in exchange for preferential treatment

Giving gifts/favors in exchange for preferential treatment

Divulging confidential information

Calling in sick to take a day off

Using the organization’s materials and supplies for personal use

How Ethical are These Behaviors?

Doing personal business on work time

Taking extra personal time (breaks, etc.)

Using organizational services for personal use (internet, etc)

Passing blame for errors to an innocent co-worker

Claiming credit for someone else’s work

Not reporting other’s violations of organizational policies

Concealing one’s errors

What did you learn from this exercise? How do you think your employees would

answer the same set of questions? Do you think they would have a different view? What actions or communication methods could

you use, in order to inform your employees; exactly what you would consider ethical or unethical?

CUSTOMER SERVICE BEST PRACTICES

Developing Customer Relationships and Customer Loyalty Involve Everyone The Value of an Existing Customer

No longer can a company lay claim to a market segment and have free reign over the customers in that area. The internet has given customers access to worldwide information. They no longer stay in a specific market segment. Customers have lots of chooses that they did not have access to before.

Developing Customer Relationships andCustomer Loyalty A company can still benefit by offering superior Customer service.

Client Relationships = Satisfaction, Loyalty, & Retention

Involve Everyone Require every person, regardless of their position, to spend time on customer contact And services activities. Ask all of your employees to get on board with customer-driven innovation.

The Value of an Existing Customer Every company wants to attract new clients, But in the process often loses sight on the Value of keeping existing ones.

THE SELLING PROCESS

The Value of Personal Selling The 6 Stage Personal Selling Process Ethical Issues with Personal Selling Things to Consider when Managing a Sales

Department

THE SELLING PROCESS

The Value of Personal Selling The sales person can educate the consumer

and also provide advice. The salesperson saves the consumer time

and makes the purchasing process easy.

THE SELLING PROCESS

The 6 Stage Personal Selling Process1. Prospecting2. Making the first contact3. The actual sales call or presentation4. Handling objections5. Closing the sale6. The follow up

THE SELLING PROCESS

Ethical Issues with Personal Selling Be sure to treat everyone fairly and equally. Be sure to always tell the truth.

THE SELLING PROCESS

Things to Consider when Managing a SalesDepartment Recruiting the correct sales people: The must

identify the “right person” for this type of job. Training: be sure that before the sales person is in

action, that proper training is provided. Setting objectives: it is important that each

salesperson knows their goals. Provide support to your sales team.

THE SALES PRESENTATION

Make the Presentation Relevant to Your Prospect Connect With Your Prospect Get to the Point Be Animated Believe in Your Product/Service Before the Presentation Presentation Tips Rehearse

Selling is hard work. It requires strong motivation, personal pride, perseverance, flexibility, energy, discipline, and focus. Above all, it requires communicating and being able to read/understand the prospects attitudes and needs, whether they are real or perceived.

Make the Presentation Relevant to Your ProspectThe discussion of your product or service must be adapted to each person; modify it to include specific points that are unique to that particular customer.

Create a Connection Between Your Product/Service and the ProspectIn a presentation to a prospective client, prepare a sample of the product they would eventually use; if appropriate and relevant.

Get to the PointToday’s business people are far too busy to listen to long-winded presentations. Know what your key points are and learn how to make them quickly.

Be AnimatedIf you really want to stand out from the crowd make sure you demonstrate enthusiasm and energy. Whenever possible use visuals and/or graphic in your presentation.

You Must Believe in Your Product/Service In addition, you must know everything there is to know about those products/services.

Before the PresentationBefore you consider the form and substance of your presentation, decide precisely what you want your audience to do when you are through.

Presentation TipsWhen you are making a presentation, it's only natural to be a little nervous. Be confident that all your preparation will ensure a successful presentation.

Stand erect, speak clearly and loudly enough to be heard in all areas of the room.

Shift positions during your presentation, but don't rock or pace.

Use visuals and physical descriptions during the presentation.

Speak directly to your audience, shifting your eyes every five or ten seconds. Continually make eye contact.

Use your hands and arms only slightly, and then only for emphasis. Concentrate most of your energy into your facial and vocal expressions.

Concentrate on your audience's body language and make certain you keep them interested.

Don't worry about mistakes. They will happen no matter how many times you have made the presentation.

RehearseThe best way to give a successful presentation is to have a full rehearsal. This gives you opportunity to correct any problems and identify any weaknesses in the materials.

Are you ready to lead ?

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