Tools for Process Improvement Team Leaders Train The Trainers Tools for Process Improvement Team Leaders Rod Wells Quality Management

Team Leader Tool Kit Understanding of Team Dynamics Facilitation Skills Data Collection Knowledge Organizational Communication Skills

Team Dynamics Four stages of team development Forming - learning stage; people are cautious Storming - leaders start to emerge; energy may focus on each other instead of the problem; beware of dominant personalities Norming - understanding of the project and how to attack it; some people start helping others Performing - real change being made; team enjoying success

Facilitation Skills Know how to manage meetings arrive early and make sure everything is in place and functioning create an agenda and stick to it define roles (who will take minutes, etc.) set ground rules (phones, breaks, etc.) always evaluate the meeting afterwards Brainstorm to generate ideas Organize ideas, identify priorities, drive decision making Know Thyself don’t pretend to be an expert if you’re not don’t tell jokes if you’re not good at it if you’re not assertive, find someone who is to keep things moving forward just because you’re good with a hammer doesn’t mean everything is a nail…

Data Collection Avoid the temptation to demonstrate your knowledge of statistics; match the techniques to the audience Be careful in how you sample, analyze data and present conclusions Understand the concept of variation Understand bias in sampling Know the difference between correlation and cause and effect Know the difference between accuracy and precision Understand how people lie with statistics: “The rich will benefit disproportionately from this tax reduction.” Don’t start with the conclusion; be objective and let the data tell the story If it isn’t working, STOP GIGO some people are better than others when it comes to drawing conclusions from data (hand out exercise)

Organizational Communication Consider Storyboards to make the project visible and encourage feedback and involvement from others outside the Team Consider a Team Center where the culture of improvement can have a home Celebrate the process, not just the results

Dealing With Difficult People There are three types of people in most meetings or seminars: Learners Vacationers Prisoners Deal with negative people by focusing on their issue, not their behavior. Don’t take it personally. Control your response. Acknowledge the importance of what talkative people have to say, but also emphasize the importance of sticking to the schedule. Consider talking to disruptive people during breaks. Above all, don’t let someone else control your meeting.