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Building Leadership Skills 101
WIIFM?
2
Leadership / Management:
Getting things done
through others
5
#$%&@
%$^#%
$#&!!!!
Objectives
How to make the adjustment from team player
to team leader
Evaluate your leadership style and how to
continue to develop your skills.
Discover the best way to communicate your
expectations and instructions
Identify how to earn and then keep the respect
of your team
Discover simple ways to motivate and inspire
your team to greatness
GOAL: Two Action Items
Employee Engagement Index
Gallup 2013
30%
55%
15%
Employee Engagement Index
Gallup 2013
• Seldom absent
• Excited about
learning
• Works early and
stays late
when necessary
• Willing to help each
other
• Proud of the team
• Sees work as a
priority
Employee Engagement Index
Gallup 2013
• Seems
preoccupied
• Absent a bit
• Doesn't ask for
extra work
• Seems put out if it
is assigned
• Not excited if
department
makes progress
Employee Engagement Index
Gallup 2013
• “I don’t care”
• Absent often
• Won’t do extras
• Attitude “iffy”
• Job hops
You’ve been promoted! Now what?
Start slow Listen and learn
Avoid making sudden changes
Meet with each of your employees one-
on-one Communicate expectations
Discover preferred communication style
Be available and visible
Be confident
Two employee rights:
1. To know what’s expected of me
2. To know how I’m doing
Characteristics of an Effective Leader
1. Have a positive and
enthusiastic attitude
2. Role model
3. Forward looking
4. Have a thorough
understanding of
department procedures
5. Fair and consistent
6. Get to know team
members
7. Listen
8. Accept responsibility
for mistakes
9. Honest
10. Respectful toward
employees
11. Confident
12. Communicate
effectively
1. Have a positive and enthusiastic
attitude
2. Role model
“Example is not the main thing in
influencing others. It’s the only thing.”
Albert Schweitzer, M.D.
Characteristics of an Effective Leader
3. Forward looking Mission Statement / Team Mission Statement
4. Have a thorough understanding of
department procedures Job descriptions
Expectations
Etc.
5. Fair and Consistent
16
Characteristics of an Effective Leader Cont’d
Be careful of “playing favorites”
Be aware of your actions
Spread the wealth
Communicate reasons for your actions
Favoritism solutions
Neutral
Disengaged
Engaged
People don’t performaccording to what the organizationsays…
…they perform according to what their boss pays attention to.
Managers
Staff
6. Get to know team members• One-on-one meetings
7. LISTEN
8. Accept responsibility for
mistakes
Characteristics of an Effective Leader Cont’d
Characteristics of an Effective Leader Cont’d
9. Honest
10. Respectful toward employees
11. Confident
12. Communicate effectively
• Give recognition for a job well done
• Confront and deal with poor performance
What’s IMPORTANT to
employees?
Good wages
10
9
8
7
6
5
4
3
2
1
Managers Employees
Job security
Growth opportunity
Good working conditions
Personal loyalty to workers
Tactful disciplining
Full appreciation for work done
Sympathetic to personal issues
Feeling “in” on things
Interesting work
Job security
Good wages
Full appreciation for work done
Feeling “in” on things
Sympathetic to personal issues
Interesting work
Growth opportunity
Personal loyalty to workers
Good working conditions
Tactful disciplining
Good wages
10
9
8
7
6
5
4
3
2
1
Managers Employees
Job security
Growth opportunity
Good working conditions
Personal loyalty to workers
Tactful disciplining
Full appreciation for work done
Sympathetic to personal issues
Feeling “in” on things
Interesting work
Job security
Good wages
Full appreciation for work done
Feeling “in” on things
Sympathetic to personal issues
Interesting work
Growth opportunity
Personal loyalty to workers
Good working conditions
Tactful disciplining
According to research, what percent of
workers cite “lack of acknowledgement”
as their top work issue?
o42%
o65%
o88%
oEleventy-nine percent
According to research, what percent of
workers cite “lack of acknowledgement”
as their top work issue?
o 88%
Factors: Global USA
Being treated with respect 119 123
Work / life balance 111 112
The type of work you do 110 111
The quality of people you work with 107 111
Quality of leadership 107 112
Base pay 106 104
Source: Mercer What’s working survey, 2011.
http://www.mercer.com/press-releases/1430455
Scores are indexed to 100 based on respondents relative
rankings.
‘
Key components of effective praise
Be sincere
Be fair
Reward in timely
manner
Involve employee
preference
Link rewards to specific
behaviors
Helping under-performers
1. Keep documentation
2. Be timely
3. Praise in public; criticize in private
4. Control the emotional temperature
5. Focus on behavior, not the attitude
6. Deal with the specifics, not
generalities
7. Plan/write out the conversation in
advance
8. Practice with a manager or
colleague
9. Set new standards and deadline
“As you know, our team agreed to say something positive about the next person or department at every handoff..”
“Several times I’ve heard you do a handoff, and you have not said anything positive at handoff, like earlier for the pharmacy you said “Good luck with the wait.”
expectationobservation impact
The “OIE” Method
“When you make these types of statements you not only erode trust with our members, but with our colleagues as well.”
Communicating with the low performer
Observation “This morning when you…”
Impact “The impact is….”
Expectation “As we discussed on _______,
the expectation is ……..”
Consequence “And if this continues…..”
Common Types of Resistance
• Denying
• Deflecting
• Trivializing
• Dismissing
• Looking for pity
1. Acknowledge / Facts
2. Reiterate Expectation
Action Steps
1. Write down two things that you learned
that you will work on over the next 30
days.
2. Do it!
3. If you have questions, get help.
Building Leadership Skills 101
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