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Objectives for our Development
Are leaders born or made?
Champion solutions to organizational challenges
Communicates the unit’s mission, values, and vision
Share knowledge, experience and advice with subordinates
Inspire others to follow his or her lead
Modifies plans to adapt to changing situations
Energizes employees
Establishes a vision for the future of the department, division, or organization
Tries new ways of doing things
Responds to changing organizational demands effectively
What are the traits of a good LEADER?
Honest —.
Competent —
Forward-looking —
Inspiring —
Intelligent —
Fair-minded —
Broad-minded —
Courageous —
Straightforward —
Imaginative —
“If your actions inspire others to dream more, learn more, do more and become more, you are a leader.” John Quincy Adams quotes (
American 6th US President (1825-29),
Compiled by the Santa Clara University and the Tom Peters Group:
Jack LOST
Directing or Supporting ?1. ____Goal Setting2. ____Praise and encourage3. ____Clarify roles4. ____Ask for input5. ____Develop action plans6. ____Sharing information about organization7. ___ Showing and telling why8. ____Establishing timelines9. ____Facilitating problem solving10. ____Evaluating 11. ____Sharing information about self12. ____Explain why13. ____Identifying priorities14. ____Listening and confirming you heard
DSDSDSSDSDSSDS
Leadership Styles and BehaviorsTELLING
Defining Planning/Prioritizing Orienting Teaching/Showing and Telling How Checking/monitoring Giving Feedback
Jim Rohn quote (American Speaker and Author.)
“
If someone is going down the wrong road, he doesn't need motivation to speed him up. What he needs is education to turn him around”
Different Approaches to Dealing with a Problem Employee
Dr speaking to Mom Directive
What you really want to do!
Leadership Styles and BehaviorsCoaching
◦Exploring/Asking ◦Explaining/Clarifying ◦Redirecting ◦Sharing Feedback ◦Encouraging ◦Praising
“The day soldiers stop bringing you their problems is the day you have stopped leading them. They have either lost confidence that you can help them or concluded that you do not care. Either case is a failure of leadership.”
Colin Powell quotes (Chairman of the US Joint Chiefs of Staff (1989-93).
Leadership Styles and Behaviors
Participating
◦Asking/Listening ◦Reassuring ◦Facilitating self-reliant problem solving ◦Collaborating ◦Encouraging Feedback ◦Appreciating
“A leader's role is to raise people's aspirations for what they can become and to release their energies so they will try to get there.”
David R. Gergen quotes (American journalist and U.S. White House advisor b. 1942)
Leadership Styles and Behaviors
Delegating
◦Allowing/Trusting ◦Confirming ◦Empowering ◦Affirming ◦Acknowledging ◦Challenging
“A leader is not an administrator who loves to run others, but someone who carries water for his people so that they can get on with their jobs”
Robert Townsend quotes
Bowling with the CEOs
How inspiration works!
Employee Development Path
Hired
? Knowledge,
Skills & Abilities
Learner Doer
Novice Rookie Producer Expert
STAR
Motivation / Commitment
Knowledge Skills Abilities
Development Scenario # 1
Tom is the warehouse manager and has been asked to develop a
plan to “slot” the new customer’s inventory into the warehouse
and staging for intermixing the new client’s inventory with the
existing client’s inventory for deliver. He will need to put in a
good bit of time on the weekends just to get this done on time.
It is overwhelming. His manager has told him to get this done
and that he is the only one the LDC can afford to put on this
plan development. Tom is concerned that he does not have a
good enough grasp of the situation and it’s requirements. Tom
wishes he could get some more information.
Rookie
Has transferable skills to this
new task. Shows
concern.
Development Scenario # 2
Kelly has been asked to put together a team from her region to
look at developing relationships with other prospective
customers in the South-West; including Mexico. This is a great
opportunity and she is excited. She does not have any
experience in that market area and has no contacts in that
market. She tells you she isn’t sure where to start.
Novice
Has never done this
task before. Shows
motivation.
Development Scenario # 3
Will’s manager wants an evaluation of each of his
Material Handlers, their strengths and their
weaknesses. One will be offered a fulltime position
and take some of the duties from Will. Allowing Will
to take on new responsibilities and challenges. Will
has never written an evaluation before but has
always been seen to be fair and consistent. Will’s
verbal assessments have always been “spot on.”
Expert
Has been doing the task. Does not show any
signs of lack of motivation nor commitment.
Development Scenario # 4
Troy has seen the latest Profit & Loss and it has shown a trend in
higher personal cost over production. He must reduce personnel
cost by 10%. He is concerned the lost of personnel or the
reduction of income to his people will impact adversely the
services he is providing to this new client with a large potential
for expansion in services needed from his business unit. Troy
knows that if he can streamline some processes that he can
avoid the personnel reduction or reduction in wages with the
increase in deliveries to the new customer. Troy’s manager has
asked him to present his plan to the regional team next week.
Troy is nervous. What if he is not persuasive?
Motivation is less than
100%
Producer
Match OR Mismatch?
John is in his mid 30’s, has worked for over 3 years as an installer. He is your new Building Specialist. His previous experience in the building trade was as a subcontractor to an apartment complex developer/builder as an installer.
John’s current position requires knowledge of installation, delivery timing and staging, and the managerial skills to hold others accountable to standards of service.
John the Building Specialist
John’s performance has had moments of success and opportunities. You have just gotten off the phone with one of our building customers who is very dissatisfied with the install of over thirty double stacked washers and dryers. They are not level and the exhaust ducts are not securely fastened. Walls on the inside of the closet where the units sit are scratched and dirty.
Match or Mismatch?
Novice
Rookie Producer
Expert
Tell
Coach Participate
Delegate
4 John the Building Specialist.4 What is the Task?4 Is the individual Learning or Not?4 Is the individual Motivated?
Match OR Mismatch?
Mary is your Customer Service Representative. She has worked with your department for about 3 months. Prior to this she worked in the delivery scheduling function of a Home Air Conditioning and Heating service.
Mary the Customer Service Rep.
Our Delivery Installers have brought up numerous complaints; Customers were not aware of the time they were getting the delivery/install. The Customer expected a different service than what was on the delivery sheet. Telephone numbers were wrong. Also some products were of the wrong color or model. Delivery Installers could not get down the street to the home from any direction due to overhanging limbs or narrow streets with on street parking.
Match or Mismatch?
Novice Rookie Producer Expert
Tell Coach Participate Delegate
Mary the Customer Service Rep.
What is the Task?Is she Learning or Doing?Is she motivated/committed?
What would you say ?# 1
Will’s manager wants an evaluation of each of his
Material Handlers, their strengths and their
weaknesses. One will be offered a fulltime position
and take some of the duties from Will. Allowing Will
to take on new responsibilities and challenges. Will
has never written an evaluation before but has
always been seen to be fair and consistent. Will’s
verbal assessments have always been “spot on.”
Rookie
Producer
Expert
Novice
Coach
Participate
Delegate
Tell
What would you Say? # 2 Troy has seen the latest P & L showing a trend in higher
personal cost over production. He must reduce
personnel cost by 10%. The lost of personnel or
reduction of income to his people will adversely impact
the services we provide to this new client with a large
potential for expansion. Troy knows that if you can
streamline some processes he can avoid the reductions
with the increase in deliveries for the new customer
and more efficient routing. Troy’s manager has asked
him to present his plan to the regional team
next week. Troy is nervous.
What if he is not persuasive?
What would you Say?# 3
Tom is the warehouse manager and has been asked
to develop a plan to “slot” the new customer’s
inventory into the warehouse and staging for
intermixing the new client’s inventory with the
existing client’s inventory for delivery. It is
overwhelming. Tom is concerned that he does not
have a good enough grasp of the situation and it’s
requirements. Tom wishes he could get some more
information.
What would you SAY?# 4
Kelly has been asked to put together a team from
her region to look at developing relationships
with other prospective customers in the South-
West; including Mexico. This is a great
opportunity and she is excited. She does not
have any experience in that market area and has
no contacts in that market. She tells you she
isn’t sure where to start.
What would you SAY?# 5
During an audit/check ride your employee was found to not
be following policy in that he was not wearing a seat belt.
Rookie
Producer
Expert
Novice
Coach
Participate
Delegate
Tell
What would you SAY?# 6
Marty has taken on a very negative attitude toward the new
employees. Doing only what has been asked of him and
only when he is ready to do so. He had difficulty with the
revised tracking and reporting system recently installed
into the departments processes. He was the expert in the
previous system and was always willing to share his
knowledge and demonstrate his skills.
Rookie
Producer
Expert
Novice
Coach
Participate
Delegate
Tell
What would you SAY?# 7
You have noticed that Tom has been “surfing the internet” a
lot toward the end of the daily shift. He never “chit chats”
with his near by coworkers. His work is always done and
done well. He is meeting the goals set for him. The
computer security says he is visiting a lot of job listing
sites.
Rookie
Producer
Expert
Novice
Coach
Participate
Delegate
Tell
What would you SAY?# 8
A Carrier Sales Coordinator has not meet the percent to
market goals for the past two months. Prior to this
she was on target for 6 months straight. She has
been late to work for two occasions and has had to
leave work early twice this week. Her coworkers have
seen a definite change in her attitude toward work
and how she speaks to the prospective carriers.
Rookie
Producer
Expert
Novice
Coach
Participate
Delegate
Tell
What would you SAY?# 9
Brad is your supervisor of the warehouse. Freight is not getting on
the delivery trucks as it should. It is not loaded according to the
planned stops every time. The night shift lead is new to the
position (2 months). This has been brought to Brad’s attention by
the installers before today.
Rookie
Producer
Expert
Novice
Coach
Participate
Delegate
Tell
What would you SAY?# 10
Customers are complaining about the abrupt behavior of
your employee. You have received four complaints this
week. Prior to this month you have never had any
complaints with this employee (three years with company)
This employee is now delivering for our newest client
“Have it Your Way.”
Rookie
Producer
Expert
Novice
Coach
Participate
Delegate
Tell
Partnering With Your employees for Development
Measuring Performance
◦ What do you measure?
◦ When do you measure?
◦ When do you act?
◦ How do you act?
How do we know they need development?
Partnering With Your employees for Development
Setting development goals
◦How are the goals to be met?
◦When do you measure?
◦When do you act?
◦How do you act?
How do we plan for success?
Partnering With Your employees for Development
Specific and Measurable
Motivating
Attainable
Relevant
Track Able
Time Bound
SMARTT goal setting model
Partnering With Your employees for Development
Clarity between the Manager/Leader and the Employee Out Come is beneficial to the Business and the
Employee Reachable goal Impacts the business directly Clear connection to change in behavior Contract limit Both parties can see the process and can see
themselves being successful. CAN DO Attitude!
What is to be done & how it is to be done.
Coaching:
Partnering With Your employees for Development
◦Spelled out in the Development Discussion◦Provide opportunities◦Take advantage of unplanned opportunities◦Utilize other “experts” to support◦Consistency/Fairness◦One plan does not fit all
How do we support this development process?
Coaching:
Partnering With Your employees for Development
◦Performance Evaluations
◦Potential Evaluations
◦How does this development plan fit in?
◦How do Honesty, Fairness, Values, Consistency and Vision impact this process?
How do we support this development process?
Accountability
True Leadership
http://www.youtube.com/watch?v=tZHHfrKpp4M&feature=BF&list=QL&index=6
One bullet away.