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| 2010/07/01 10:47:51瀏覽319｜回應0｜推薦4 | |
| Lesson 2 continue Career Learning Plan (CLP) and Frontline Leadership Competencies CLP should be updated to include the leadership competencies of a frontline manager and core responsibilities will also be covered. Balance across responsibilities: Leadership: Adaptability, Communication Customer Satisfaction: Partnering Employee Satisfaction: Teamwork Business Results: Problem Solving, Technical Credibility Developing a SMART Goals SMART means: S - Specific M - Measurable A - Achievable R - Realistic T - Timely Job Aid: Leadership Qualities (Source: Leadership Communication Skills/SkillSoft) Lesson 3 Communicating as Leaders Objectives 1. Describe your role as a leader in ensuring clear communication. 2. Use your knowledge of DISC preferences to improve your personal communications. 3. Use appropriate conflict management tools to improve communication. 4. Give and receive feedback effectively. Effective Communication Key elements to effective communication Some common barriers to effective communication. Organizational Barriers Management levels Number of people supervised The position in the organization Change in managers Manager's perspective Remotely located employees Effective Leadership Methods of Communication Verbal Communication Non-Verbal Communication Why is non-verbal communication important to leading your employees? What are some non-verbal behaviors you as the manager need to be aware of? Choosing the most appropriate form of communication memorandum telephone call voice mail group meeting one-on-one meeting E-mail Etiquette (Do's and Don'ts) Communication Styles A controlling style An egalitarian style A structuring style A dynamic style A relinquishing style What correlations do you see between your DISC behavior pattern and your preferred communication style? What adjustments can you practice to increase your communication effectiveness? Advocacy - lobbying Inquiry - foundation for communicating Credibility and the Grapevine Conflict Management Communication Key techniques to avoid or eliminate conflict through communication: Proactively listen to others Defuse potential conflict through feedback Four-step approach to resolve conflict: 1. Raise the Issue 2. Discover Interests 3. Generate Options 4. Develop Agreements Giving and Receiving Constructive Feedback Key Actions for Giving Constructive Feedback Convey your positive intent Describe specifically what you have observed State the impact of the behavior or action Ask the other person to respond Focus the discussion on solutions Key Actions for Receiving Constructive Feedback Focus on the content, not on the person Listen calmly and attentively Clarify the feedback Acknowledge the other person's concerns Avoid defending or over-explaining Welcome suggestions Home work: Prepare a 10 minutes team presentation based on Habit 5 |
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| ( 心情隨筆｜心情日記 ) |
