Essential Skills of Leadership PAULA BANZHAF, Facilitator paula@teamapproach.com The TEAM APPROACH P O Box 70 Brownstown, PA 17508 717-656-0788 www.teamapproach.com ESL-1

Role of Team Leader Controller Make people do job Compliance Get by only Coach Remove Obstacles that get in way of doing job Commitment Quality Product ESL-2

Can You Buy Commitment? Can you pay someone enough to be committed every time? Where does commitment come from? Think about the best team member you have – are they committed? ESL-3

Session Objectives Upon completion of this module, you will be able to: Maintain self esteem of your team members Base discussions about team member’s performance and work habits on behaviors rather than personalities or attitudes Involve your team member(s) in goal setting, problem solving, & decision making ESL-4

Team Member + Team Leader = Decision Decision Making Team Member + Team Leader = Decision % + Min % = 100% 51% Minimum ESL-5

Commitment – Position Power vs. Personal Power Today, worker involvement and commitment are critical to any company’s success Compliance vs. Commitment Position Power Personal Power Company Peers and Subordinates Command Request One Way Two Way Get By Quality Holds Info Gives Info Demands Coaches Groups Individual My Way or Highway Involves Workers Fear Trust ESL-6

Skill Points for Essential Skills of Leadership Maintain or Enhance team member Self Esteem Focus on Behavior Encourage Team Member Participation

Maslow’s Hierarchy of Needs Self-Actualization Self-Esteem Social (Affiliation) Safety (Security) Physiological ESL-8

Fact vs. Opinion Fact + - = Fact + - = Behavior Opinion + - = Positive Negative Neutral Fact + - = Fact + - = Behavior Opinion + - = Opinion + - = Attitude Behavior: You can hear it or see it Attitude: You can think it or feel it ESL-9

Herzberg’s Hygiene – Motivation Model Hygiene (MAINTENANCE) Factors = STAY-ONs Company Policies, Administration, Supervision, Working Conditions, Interpersonal Relations, Money, Status, Security MOTIVATOR Factors = TURN-ONs Personal growth, Achievement, Recognition for Accomplishments, Interesting & Challenging Work, Involvement in Decision Making, Increased Responsibility ESL-10

Commitment Self-Actualization Commitment occurs above the line Self-Esteem Social (Affiliation) Safety (Security) Physiological ESL-11

Analyze Video Segment 1 Smile Sincere Praise Acknowledge Feelings Ask for Help See merit in team member’s ideas Express Understanding Say “Thanks” Friendly Greeting Ask about Family Offer Refreshment Ask Team Member how to Problem Solve Listen Actively Express Feelings Delegate ESL-12

Difference Between Behavior and Attitude Specific Behavior Is what someone does Facts Attitude Is what we believe someone thinks or feels General Opinions Behavior Asks the question “Can I or did I see it or hear it?” ESL-13

Analyze Video Segment 8 How did the team leader encourage the team member to participate? How did the team leader maintain the team member’s self-esteem? How did the team leader explain the problem? Did the team leader share information with the team member? Did the team leader ask the team member for a solution to the problem? How did the team leader give the team member positive reinforcement? ESL-14

REFLECTING – “mirroring” to verify & clarify PROBING – getting new information, clarifying, (who, what, when, where, why, how) SUPPORTING – Expressing feelings (“I understand”) ADVISING – Providing facts Always Reflect before you probe ESL-15

“Effective Leadership” Skill Practice Session Use scenarios on p. 36 & 37 of your workbook 3 roles: Team Leader, team member, observer 3 rounds, so each person can practice being team leader ESL-17

Skill Points Summary The first essential skill is to Maintain or Enhance Team Member Self-esteem The second, Focusing on Behavior, allows you to look at facts, not opinions The third, Encouraging Participation, promotes an exchange of ideas critical to a quality work environment The fourth, Listening attentively, shows you care and want open communication You have to practice ALL FOUR to be effective as a supervisor ESL-17

Action Planning Job Aids and References Self Assessment Action Planning Work sheet Action Planning Record Trouble Shooting Guide Do rest of readings and individual exercises in work book ESL-18