ROLE OF A LEADERROLE OF A LEADER

This product was funded by a grant awarded under the President’s High Growth Job Training Initiative as implemented by the U.S. Department of Labor’s Employment & Training Administration.  The information

contained in this product was created by a grantee organization and does not necessarily reflect the official position of the U.S. Department of Labor. All references to non-governmental companies or organizations,

their services, products, or resources are offered for informational purposes and should not be construed as an endorsement by the Department of Labor. This product is copyrighted by the institution that created it and

is intended for individual organizational, non-commercial use only.

COMMUNICATION & LISTENING COMMUNICATION & LISTENING

TOPICS:TOPICS:

Communication Model Communication Model

Self assessmentSelf assessment* Responsibility of * Responsibility of

the senderthe sender

Five Principles of CommunicationFive Principles of Communication

Listening AssessmentListening Assessment * Responsibility of * Responsibility of

the receiverthe receiver

Listening guidelinesListening guidelines

Communication BarriersCommunication Barriers

Case StudiesCase Studies

OBJECTIVES:OBJECTIVES:

Understand the communication modelUnderstand the communication model

Determine how well you communicateDetermine how well you communicate

Learn how to send a clear and concise message Learn how to send a clear and concise message

Determine how well you listenDetermine how well you listen

Enhance your learning skills using best practicesEnhance your learning skills using best practices

Overcome barriersOvercome barriers

Practice your communication skillsPractice your communication skills

2

NoiseSender

Idea Encode

TransmissionReceptionDecode

Understanding

Feedback

Feedback

Noise

COMMUNICATON MODEL

Begin

3

RESPONSIBILITIES OF THE SENDERRESPONSIBILITIES OF THE SENDER

A.A. Beware of your own thoughts, feelings perceptions Beware of your own thoughts, feelings perceptions and attitudesand attitudes

B.B. Anticipate the person’s reactionAnticipate the person’s reactionC.C. Have a clear understanding of what you want the Have a clear understanding of what you want the

listener to comprehendlistener to comprehendD.D. Ask the receiver what support they need from youAsk the receiver what support they need from youE.E. Reduce or eliminate distractionsReduce or eliminate distractionsF.F. Speak at the listener’s levelSpeak at the listener’s levelG.G. Check for understandingCheck for understandingH.H. Be aware of your non verbals Be aware of your non verbals

Read the responsibility and match the statement on page 5 that is most closely associated with it.

5

5 PRINCIPLES OF A CLEAR MESSAGE5 PRINCIPLES OF A CLEAR MESSAGE

1. Relevance

2. Simplicity

3. Definition

4. Repetition

5. Emphasis

. 6

IMPROVEMENT SIGNSIMPROVEMENT SIGNS

Express supportExpress support Checking for understanding (Not asking “Do you Checking for understanding (Not asking “Do you

understand”)understand”) More specific instructions (avoiding words that may More specific instructions (avoiding words that may

cause confusion i.e.”a litte bit”, “a couple”)cause confusion i.e.”a litte bit”, “a couple”) Repeat or paraphrase Repeat or paraphrase Use appropriate body language Use appropriate body language Putting themselves in people’s shoesPutting themselves in people’s shoes Managing feelingsManaging feelings

ROLE OF A LEADERROLE OF A LEADER

TOPICS:TOPICS:

What Leaders Do What Leaders Do

Why Leadership is Why Leadership is importantimportant

Best Practices of a LeaderBest Practices of a Leader

OBJECTIVES:OBJECTIVES:

Identify the differences of Identify the differences of Leaders and EmployeesLeaders and Employees

Provide InstructionProvide Instruction Helping employees know what Helping employees know what

is expectedis expected Providing support to team Providing support to team

members members

How to be a Role Model How to be a Role Model

WHY LEADERSHIP IS IMPORTANT

It is not how hard people work

that determines

organizational performance,

but how smart they work.

BEST PRACTICESBEST PRACTICESDO’S & DONT’S OF LEADERSDO’S & DONT’S OF LEADERS

DoDo1.1. Show respect to all Show respect to all

employeesemployees2.2. Listen carefully to all Listen carefully to all

employees needsemployees needs3.3. Treat all employees fairlyTreat all employees fairly4.4. Remain calm in all situationsRemain calm in all situations5.5. Show empathy and Show empathy and

sympathy when necessarysympathy when necessary6.6. Maintain the employees` self Maintain the employees` self

esteemesteem7.7. Defuse gossipDefuse gossip8.8. Support the employeesSupport the employees9.9. Keep an open mindKeep an open mind

Don’tDon’t1.1. Embarrass employeesEmbarrass employees2.2. Participate in gossipParticipate in gossip3.3. Play favoritesPlay favorites4.4. Place blame on othersPlace blame on others5.5. Speak negatively about an Speak negatively about an

employee to other employeesemployee to other employees6.6. Spread rumors whether true or Spread rumors whether true or

falsefalse7.7. Discuss an employees` Discuss an employees`

personal matters with other personal matters with other employeesemployees

8.8. Be inconsistent when applying Be inconsistent when applying policiespolicies

9.9. Listen without judgingListen without judging

IMPROVEMENT SIGNS

Not allowing bias associationTreat all employees equalBe open mindedShow patience