1. Employee Engagement Training
Slide 5.1
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2. Most problems at work are a result of poor communication.
Slide 5.2
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3. Communication is an Art, Not a Science
There is no absolute right or wrong way to communicate effectively. What is most important is that you communicate in a manner and style most comfortable and effective for you.
Slide 5.3
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4. ©2011 ASTD All Rights Reserved
5 Levels of Listening
Level 1—Tuned Out
Level 2—Distracted
Level 3—Selected
Level 4—Focused
Level 5—Engaged
Slide 5.4
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5. ©2011 ASTD All Rights Reserved
Listening Tips
Paraphrase the message to the speaker in order to confirm your understanding.
Repeat the message to help you remember what was said.
Probe for missing information.
Remember the most important points of the message for future application.
Act upon the message as necessary.
Slide 5.5
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6. Basic Supervisory Principles
FIRM
Adhering to company policies and procedures
Meeting job requirements
Insisting on job excellence
Expecting the best at all times
Slide 5.6
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7. Basic Supervisory Principles
FAIR
In using discretion with employees
In assigning work
In providing training and growth opportunities
In promoting employees
Slide 5.7
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8. Basic Supervisory Principles
CONSISTENT
In applying rules and policies
In utilizing discipline
In setting a personal example
In your decision-making process
Slide 5.8
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9. Basic Supervisory Principles
RESPECTFUL
Treat everyone with dignity regardless of the situation.
Listen, ask, explain.
Follow up with answers to questions.
Slide 5.9
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10. Supervisor ASK/TELL Model
Mastery of Job Tasks
Learning Job Tasks
Beginning Job
TELL
Slide 5.10
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11. Reasons for Poor Performance
Lack of communication
Lack of conditions
Lack of consequences
Slide 5.11
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12. 5 Step Performance Correction Process
Step 1—Observe
Step 2—Discuss
Step 3—Correct
Step 4—Advise
Step 5—Confirm
Slide 5.12
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13. 2 Basic Rules About Managing Performance
Always expect excellent performance.
Never let poor work go unnoticed or performance issues go unchallenged.
Slide 5.13
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14. ©2011 ASTD All Rights Reserved
Levels of Feedback
None at all
Negative only
Positive only
Balanced
Slide 5.14
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15. ©2011 ASTD All Rights Reserved
Levels of Feedback
None at all
Negative only
Positive only
Balanced
Slide 5.14
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16. The Default Performance Feedback System
“If you don’t hear anything, you are doing just fine but if you screw up we’ll let you know!”
Slide 5.15
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17. ©2011 ASTD All Rights Reserved
Types of Feedback
Formal—documented annual/semiannual performance review
Informal—day-to-day communication and feedback about performance
Slide 5.16
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18. Types of Difficult Team Members
The reluctant team member
The defiant team member
The dominant team member
The absentee team member
The vacationer team member
Slide 5.17
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19. Characteristics of an Engaged Team Player
Openly shares feelings, opinions, thoughts, and perceptions about problems and issues relating to the team.
When listening, attempts to hear and interpret communication from sender’s point of view.
Utilizes resources, ideas, and suggestions of other team members.
Trusts and supports other team members, encouraging their growth and development.
Understands and is committed to team objectives.
Slide 5.18
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20. Characteristics of an Engaged Team Player (Cont.)
Acknowledges and works through conflict openly, by respecting and being tolerant of individual differences.
Makes decisions based on information only, rather than being influenced by peer pressure.
Provides ideas and suggestions to the team leader that are helpful to the team.
Always strives for a win/win solution.
Strives for consensus on team decisions.
Slide 5.19
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