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Leadership Training
Leadership & Managing Change
“the art of empowering people”
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AgendaIntroduction
Team Building Overview
Principles of Leadership
What It Takes (To Lead Teams)
Leadership in Action
Leadership Models
The Right Attitude Starts with the Right People!
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Please silence cell phones
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http://www.youtube.com/watch?v=GKQzjUar_LI
“Building Teams that make Value-Based Decisions”
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Knowing the Drivers of Sustainable Business Success
“Living” Leadership Behaviors and Skills
Team Building and Communications
Do you have what it takes?
•Communicating•Questioning•Listening•Problem Solving – Conflict Resolution
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Team Building Overview
Values-driven leadership – What values?
Strategic focus, planning – Who plans?
Operational excellence – How to achieve?
Control of destiny – What will it take?
Trust-based relationships – How can we help?
Generosity of teams – What will we give back?
Investment in employee success – Who will rise?
Acting small, thinking BIG – Where will we go?
Brand identity – Why will we have customers?
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Drivers of Sustainable Business Success
Behaviors SkillsCommunicate Well Planning Show Respect Time ManagementShow Sensitivity DelegationLead by Example AdministrationHigh Expectations Analytical SkillsExhibit Fairness Decision Making Have Consistency Risk TakingGive Recognition Manage ChangeProvide Rewards Training
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Leadership Behaviors and Skills
Knowledge of RolesRespect for Each OtherRapport, Genuine ConcernIdentify Problem…Offer SolutionsCommunications – “Over Communicate”:•Questioning, Questioning & More Questioning
•Active Listening•Empathy
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Team Building & Communications
Personal credibility – your trustworthiness
Interpersonal skills – trusting others
Managerial skills – empowering others
Organizational skills – aligning with the goals and objectives as well as the mission and vision of the company
“Self Assessment and Evaluation Webinar” March 14
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Do you have what it takes?
Team Building and CommunicationsCommunications, Communications and Communications…
WrittenVerbalNon-VerbalCombination
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Key To Proper Communications
Essential To Great Team Work
No Such Thing As Over Communicating
Questioning Skills
Listening Skills
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Questioning & Listening – “IT’S HUGE!”
To identify the internal or external customer’s problems or issues.
To confirm any issues, concerns or problems
Allows you to get control the conversation, meeting or situation.
Allows you to be able to gather information, the other person will do most of the talking.
This should result in the 75%/25% rule12
Purpose of Questioning
Be concise and clear
Be friendly, smile, ask easily answered questions
Require the person to think before responding
Require the person to compare new information to existing situation
Focus on your result objectives, resolving issues
Avoid yes/no responses unless confirming a point or verifying understanding
Avoid doubling questions into one. 13
Criteria for Good Questioning
Effective Listening
Tolerate silence, it’s OK to just listen, waitAsk stimulating, open-ended questionsEncourage the speaker with eye contact, good body language, verbal assuranceParaphrase speakers pointsShow emotion, be a sympathetic listenerCorrect for our own biases, prejudicesAvoid interruptions, early judgmentSummarize/confirm to assure your understanding
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Team BuildingMethods for Managing Problem Solving and Conflict Resolution:
Competition – Win/Lose
Accommodation – Lose/Win
Avoidance – Lose/Lose
Compromise – Win Lose
Collaboration – Win/Win15
Moral and Ethical Absolutes
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“Historically great leaders believe in, and are guided by moral and ethical absolutes that govern decisions, discerning behavior…”
Guiding and leading with objectivity…Guiding and leading with the right motivesGuiding and leading ‘through’ situations, circumstance
What are our…
1.Values with regard to customers
2.Values with regard to employees
3.Values with regard to profits
4.Values with regard to growth
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Determine Specific Moral & Ethical Values
“Leadership and character are inseparable…. With three (3) distinct considerations…”
1. Moral absolutes guide decision making and taking action by providing a “compass” pointing in the direction of right and wrong… “Is what you’re doing a basic act of right (or wrong), factually correct, clear of conscience???”
2. Moral absolutes incorporate the sense of intent, the motive behind the decision or action… “Are my motives honorable and for the best, for the customer, employees and company???”
3. Moral absolutes consider the situation, “Is this the best decision I can make related to these circumstances???”
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Yes, there are moral absolutes
Very simply, workplace behavior ethics is doing the right thing for the sake of one’s personal integrity and with regard for some “Higher Authority”.
When the vertical (spiritual) relationship is right, the horizontal (people-to-people), relationships will fall into their proper place.
There is the idea here that we go the extra mile to make sure that our business and workplace behavior ethics are above reproach at all times and that we work not just to please ourselves, but for the welfare of others, customers and employees, and pleasing to our company mission, vision and profitability. Frankly, considering moral conduct and personal faith…
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Yes, there are ethical absolutes
Assess your leadership skills
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1.Be a living example of the MORAL AND ETHICAL behavior that is the foundation of LEADERSHIP
2.Have “PASSION” for the motivation and empowerment of people as well as for the mission, vision and purpose of the company or organization
3.Understand the impact of communications especially as it relates to ORGANIZATIONAL STRUCTURE and OPERATIONAL MODEL
4.EMPOWERING PEOPLE is also known as delegation; training, coaching and mentoring to develop managers and leaders is essential
5.Ownership, ACCOUNTABILITY and RESPONSIBILITY are also foundational to leadership in action
6.TAKE INITIATIVE with courage and honesty to develop action plans and methods for tracking progress, both personal and corporate
7.LEARN TO BECOME A GREAT LISTENER, understanding and questioning everything, other people listen to, and respond to listeners
8.CONTINUOUS LEARNING behavior is leadership by understanding the motivation of people and remaining a student of wisdom
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What is Leadership?
Creating the winning teams
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1. Plan the direction of the business/area
2. Embrace cooperative action of delegation
3. Motivate and encourage others, empower
4. Determine specific issues and values
5. Walk the talk, “do the do”
6. Prioritize steps
7. Take action! Expect to Expect to WIN !!!!!!!!!!WIN !!!!!!!!!!
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Build & Motivate…Steps
Developing a vision – understanding and leveraging recurring themes and values
Selling the vision -- presenting a compelling vision of a possible future
Enlisting others -- asking for help, showing how they can make a difference
Defining the company message to customers
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Plan the Direction
A. Initiating Team Planning MeetingsB. Planning, setting team goalsC. Agree to cooperative expectationsD. Empowering followersE. Encouraging initiativeF. Delegating authorityG. Coaching, monitoringH. Tracking performanceI. Providing constructive feedback
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Embrace Cooperative Action, Empower
Motivate & Encourage Others
Acknowledging and agreeing to the mission, vision from planning
Recognizing individual and team success contributions
Giving positive feedback Celebrating accomplishments Reinforcing teamwork
Rewards programs
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Review the current situation
Interview and evaluate for relevant information
Assess and determine issues, obstacles, conflicts
Determine the values and principles relative to moving forward
Prioritize the issues, obstacles, conflicts
Set forth initial action items
Formal action plan
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Determine Specific Issues, Values
Planning, Priorities, Actions, Measurement
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Walk the Talk, Exemplify, “Do the do”
Involvement -- setting an example of personal commitment
Aligning actions with values
Committing to quality outcomes
Helping solve problems
Being persistent
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What is the goal – Objectives?
What is required? Obstacles?
What gives the greatest return, reward?
What steps will we take first Based on initial goals To overcome objectives To provide return on investment, rewards
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Prioritize Steps
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Take Action! Win all the time!
Action Plan – Based on expectations, objectives to address issues, values
Individual Action Items Who will do it? When will it get done? What resources are needed? How will we measure?
Leading today’s organizations
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“The Cost of Leadership”
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As you rise in leadership, responsibilities increase and
“rights” decrease.
Traditional Organizational Model
Your Organizational Model
Quality service considers the “People Dimension”…what does your team look like
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People Profile
3%
Winners
10%
Achievers
60%
Just Making It Through the Day
27%
Takers
The goal of a 27 percenter is to get something for nothing – takers in life!
Creates problems Synthetic self-imageEats up your time Critical of othersTests your policies/processes Can’t admit mistakesBrings adversarial attitude Can’t see other’s ideasRespects strength, firmness Doesn’t understandWants you to cater to them Works poorly on teamsBackbites Defensive – tense
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27%
To quote a friend of mine, Barry Burnett:
“This is the negative, bottom-feeding, sink hole of an individual.”
The goal of a 60 percenter is to make it through life – usually one week at a time!
Acts/decides slowly Poor self-imageResists change Sensitive to criticismFears confrontation Lacks confidenceDistrusts others Needs approvalNeeds reminders/reassurance IndecisiveRequires detailed instructions Low energy & driveRequires proof of new ideas Poor self-discipline“Lays in the weeds” Undependable
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60%
“Get a life and stop wining, you can do it.”
The goal of a 10 percenter is to achieve!
Participates in meetings, Good self-imagePresentations Tolerant of othersAsks questions Accepts ideas from othersStraightforward & honest Understands others needsWill agree to change or new ideas Comfortable with people if benefits are there High energy & driveWants to see value, progress Works well on teams
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10%
“Lovin’ life, makin’ friends and gettin’ ‘er done.”
The goal of a 3 percenter is to win!
Influential & respected Admits mistakesClearly defined goals Communicates wellPursues goals diligently ConfidentLikes to take control PersuasiveCommands high respect Calm, relaxedActs based on needs Less need for approvalLoves to work with confident Gives approval readily
and committed people Positive – Self-disciplined
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3%
“Attracts the best in life…Gotta give some back.”
Law of the Inner Circle5 types of people to bring into your inner circle:
People with potential value
People with positive value
People with personal value
People with production value
People with proven value
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Leadership Skills Evaluation
Empowering Teams – Change Management
Strategic Business Planning
Actions, Coaching & Mentoring
Measurement & Metrics
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Consider Your Action Plan:
“We are not responsible for the whirlwind of circumstance, only our attitude and response as a result…”
Leadership Assessment Webinar: March 14 ‘11 1:30
wwwGrowHVAC.com
www.RobertWilkos.com
www.JamesGraening.com
330.807.6648
Contact James & Robert
