1. How to… Manage Learners The Protocol Way

2. Session Purpose By the end of the session you will be able to: State the Protocol Skills Leadership Definition Explain how to communicate with your Learners The Protocol Way Explain the importance of communicating in The Protocol Way Demonstrate how to manage your Learners effectively The Protocol Way and the impact of using inappropriate communication styles

3. Doink! “A Blinding Flash of Common Sense!”

4. Leadership Definition Getting things done, with & through others, willingly & well

5. Great Leadership Productivity (Well) Success Results Performance Satisfaction (Willingly) Commitment Feeling Attitude Great Outcomes

6. Leadership in Protocol What is important is not what happens when you are there …. but what happens when you are NOT there

7. Protocol Way of Working Dominant Submissive H o s t i l e W a r m

8. Protocol Way of Working Q1 Tell & DoQ4 Challenge & Involve Q2 Avoid & AbdicateQ3 Pacify & Socialise Dominant Submissive HostileHostile WarmWarm

9. Protocol Way of Working Q1 Tell & Do o Pressurises learners o Doesn’t include anyone in decisions o Expects compliance o Low tolerance levels o Rarely praises learners o Sole concern for results Dominant Submissive HostileHostile WarmWarm

10. Protocol Way of Working Q1 Tell & Do o Pressurises learners o Doesn’t include anyone in decisions o Expects compliance o Low tolerance levels o Rarely praises learners o Sole concern for results Q2 Avoid & Abdicate o Keeps distant o Cites higher authority to get results / passes the buck o Postpones decisions o Provides little feedback o Tries to maintain status quo Dominant Submissive HostileHostile WarmWarm

11. Protocol Way of Working Q1 Tell & Do o Pressurises learners o Doesn’t include anyone in decisions o Expects compliance o Low tolerance levels o Rarely praises learners o Sole concern for results Q2 Avoid & Abdicate o Keeps distant o Cites higher authority to get results / passes the buck o Postpones decisions o Provides little feedback o Tries to maintain status quo Q3 Pacify & Socialise o Seeks to be friendly for morale o Believes happy people always do good work o Makes few demands o Lavishes praise o Will carry out social visits o Avoids negatives Dominant Submissive HostileHostile WarmWarm

12. Protocol Way of Working Q1 Tell & Do o Pressurises learners o Doesn’t include anyone in decisions o Expects compliance o Low tolerance levels o Rarely praises learners o Sole concern for results Q4 Challenge & Involve o Focus on continuous improvement o Seeks learner/employer views o Gives face to face feedback o Treats people as individuals o Open to ideas & disagreement o “Tough Love” Q2 Avoid & Abdicate o Keeps distant o Blames things on the IV o Postpones decisions o Provides little feedback o Tries to maintain status quo Q3 Pacify & Socialise o Seeks to be friendly for morale o Makes few demands on learners o Lavishes praise o Will carry out social visits o Doesn’t get a lot done with the learner Dominant Submissive HostileHostile WarmWarm

13. We must continually improve the way we lead our learners You are critical to delivery & you are key leaders in this business Protocol Way of Working

14. Consequences of Using the Different Styles: Set the Scene!

15. Final Thoughts…

16. Q4 is Tough If my Assessor/Tutor clarifies expectations, gives me the freedom to perform, coaches me along the way and holds me accountable for my results – in other words exhibits Q4 behaviour – I have nowhere to hide – that’s power!!!!

17. What do I need to do to become a Q4 Assessor Always agree “what a good job looks like” with your learners Set challenging goals with your learners Give regular praise & improvement feedback Involve learners in problem solving, decision making and planning Communicate, communicate, communicate. Be open to learner suggestions and ideas Be honest – do what you say you are going to do – don’t make false promises to your learners Make sure your knowledge is up to date Behave consistently with the Protocol standards – lead by example Demonstrate a “can do” attitude with your learners Don’t blame others – work with them to find solutions

18. What’s next?

19. Protocol Way Of Working Dominant Submissive HostileHostile WarmWarm

20. Session Purpose By the end of the session you will be able to: State the Protocol Skills Leadership Definition Explain how to communicate with your Learners The Protocol Way Explain the importance of communicating in The Protocol Way Demonstrate how to manage your Learners effectively The Protocol Way and the impact of using inappropriate communication styles

21. Leadership Definition Getting things done, with & through others, willingly & well

22. Positives & Improvements

23. How to… Manage Learners The Protocol Way

24. LEARNER SCENARIO You have been on the programme for 2 months and feel that you are struggling with your qualification. Following on from your last visit you have been unable to complete the work that has been left with you (your assessor does not know this) You are thinking about stopping the whole qualification.

25. ASSESSOR SCENARIO You are visiting a learner who has been on the programme for 2 months To date they have a bad track record of completing work for their qualification. You will need to get this learner back on track to prevent them from becoming an early leaver.

26. Q1 – Q4 scenario cards Q1 Q3Q4 Q2