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
   e-mail
   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