HOW TO GUIDE - Cloud Object Storage | Store & Retrieve … · 2016-10-20 · Mastering empathy will give you greater insight into the needs and ... open communication. The team leader

HOW TO GUIDE:

www.traccsolution.com • [email protected]

INTERPERSONAL SKILLS FOR TEAM LEADERSeBook

INTRODUCTION

EMOTIONAL INTELLIGENCE

ACTIVE LISTENING AND COMMUNICATION

CONFLICT RESOLUTION

EMPATHY AND BUILDING CONSENSUS

DEALING WITH CHANGE

CONCLUSION

1

2

4

6

8

10

13

https://www.facebook.com/TRACCiiS

https://www.linkedin.com/company/competitive-capabilities-international?trk=top_nav_home

https://twitter.com/eTRACC

http://www.traccsolution.com/

mailto:info%40traccsolution.com?subject=

www.traccsolution.com [email protected]

HOW TO GUIDE: INTERPERSONAL SKILLS FOR TEAM LEADERS 1 BACK TO CONTENTS

INTRODUCTION

Often referred to as ‘soft skills’, or ‘people skills’, interpersonal skills have

become highly prized in the workplace. Positive, productive interactions

are now recognised as the wellspring of business success, and individuals

who exhibit strong interpersonal skills are statistically more likely to scale

the corporate ladder.

Defined as the competencies and attributes that allow people to work

effectively with one another, interpersonal skills are vital for team

cohesion and optimal output. Fortunately, these critical skills can

be cultivated at any age, and leading organisations are increasingly

investing in training programmes to develop the emotional competence

of their key personnel.

Some of the primary benefits of corporate coaching include improved

individual performance; bottom-line results, including profit, client

service, and competitiveness; development of people for the next level;

raising confidence levels; goal achievement, relationship improvement;

and improved retention statistics.

WHY ARE INTERPERSONAL SKILLS IMPORTANT? When teams are formed, they usually

move through four distinct developmental

phases: forming, storming, norming and

performing. During the storming phase,

the team leader is tasked with helping the

team work through conflict, communicate

openly and reach consensus on important issues. To ensure the successful

application of these skills in the workplace, the team leader must first build a strong

repertoire of interpersonal skills.

This guide focuses on five key skills that are fundamental to the creation of

effective teams:

1. Emotional intelligence (EQ)

2. Active listening and communication

3. Conflict resolution

4. Empathy and building consensus

5. Dealing with change








1. EMOTIONAL INTELLIGENCE

When emotional intelligence (EQ) first came to the fore in the mid-1990s, the long-held belief that IQ is the key determinant of success was rapidly supplanted.

Research shows that EQ has now become the critical factor that sets top performers apart from their less stellar counterparts. But what exactly is EQ?

Essentially, EQ is a set of abilities that allows people to manage their emotions and behaviour, as well as successfully navigate their interactions with others.

EQ provides the foundation for good interpersonal skills and the two are inextricably linked.

According to psychologist and journalist Daniel Goleman, EQ is made up of the following competencies:

SELF-AWARENESS SOCIAL SKILLS EMPATHY SELF-REGULATION MOTIVATION

Knowing what one is feeling

at any moment and using

that knowledge to guide

decision-making; having

a realistic assessment of

one’s own abilities and a

well-grounded sense of self-

confidence

Handling emotions

in relationships well;

accurately reading social

situations; using these skills

to persuade and lead, and

to negotiate and settle

disputes

Sensing what people are

feeling; being able to

understand their point of

view; cultivating a sense of

personal connection with a

range of people

Managing one’s emotions

to help carry out the task at

hand; being conscientious

and delaying gratification

to pursue goals; recovering

well from emotional stress

Using one’s deepest feelings

and beliefs to guide one

towards goals; using one’s

initiative; persevering

during difficult times








1. EMOTIONAL INTELLIGENCE

THE BENEFITS OF EQ EQ is important for several reasons:

• Emotionally intelligent individuals are more efficient, productive and successful — they

pursue goals with vision, perseverance and energy

• By improving EQ, people can also improve their emotional and physical well-being

• Research has shown that a person’s body is affected by what they think and feel, and how

they react

• Research indicates that the inability of individuals to manage themselves efficiently

leads to premature aging, diminished mental clarity and blocked access to one’s innate

intelligence

• By increasing one’s EQ, it is possible to improve the ability to cope with life’s

stresses and daily demands

• Emotionally intelligent people know how to handle stress

effectively and they show greater resilience in the face

of setbacks

• Emotionally intelligent organisations have a culture

that is characterised by improved morale, employee

satisfaction and productivity, return on

investment in change efforts, and

success in achieving desired

performance goals

07

06

05

04

03

02

01INCREASE SELF-AWARENESS Being aware of your emotions will help you make better decisions and build your self-confidence.

MANAGE ANGER AND CONFLICT Learning how to defuse anger and conflict will lead to increased productivity and better performance.

BUILD EMPATHY AND CONSENSUS Mastering empathy will give you greater insight into the needs and motivations of others.

LISTEN AND COMMUNICATE EFFECTIVELY The successful exchange of information helps prevent confusion, conflict and waste.

MANAGE FEEDBACK Following the right steps when giving and receiving feedback will improve performance and diminish anxiety.

MANAGE STRESS Learning to cope with stress improves efficiency and well-being.

HELP PEOPLE THROUGH CHANGE Improving coping abilities will facilitate a smoother change process.

Use the following steps as a guideline to help you develop your EQ. Some of the steps are expounded upon later in this guide.

7 steps for developing your EQ











A team leader’s ability to communicate successfully with team members is critical to a smooth operation. How well a team

leader communicates with their team has a direct impact on work flow, meeting targets, and the creation of a positive work

environment. Team leaders must cultivate strong communication skills to clearly articulate their vision and values to the team,

but the first step is learning how to listen.

WHAT IS ACTIVE LISTENING? Active listening is a communication technique that requires the listener to concentrate fully on what is being said. Team leaders

need to engage in active listening in order to improve mutual understanding.

Follow these steps to improve your active listening skills:

• Pause frequently when speaking

• Give the other person your undivided attention

• Don’t respond with advice or opinions straight away — probe for the facts first

• Don’t interrupt

• Ask questions to ensure you understand correctly

• Reflect on the speaker’s feelings

• Acknowledge and respond to indicate your understanding

2. ACTIVE LISTENING AND COMMUNICATION











1. STATE THE FACTS SIMPLY • Introduce the discussion by stating the facts simply• Speak clearly and audibly, and use language that both parties understand.

This will ensure that the possibility of a breakdown in communication is minimised

2. ASK QUESTIONS AND LISTEN ACTIVELY• Ask questions to obtain all the requisite information. (Make sure you get the

other person’s views and ideas too)• Listen actively to what the other person is saying

3. DISCUSS AND AGREE ON SOLUTIONS• Encourage the listener to suggest possible solutions; then discuss the merits of

those solutions — this will make the listener feel involved• Once the solutions have been discussed and evaluated, the parties should

choose a solution to put into practice• Decide what actions need to be taken, by whom and when

4. SUMMARISE• Summarise the content of the discussion and the actions that need to be taken — this

ensures that both parties have a clear understanding of the situation and the objective

5. FOLLOW UP• Ensure that whatever has been agreed upon has been completed, attended to or solved

2. ACTIVE LISTENING AND COMMUNICATION

golden rules of communicationThe5 Effective communication is defined as the successful exchange of information and understanding between

people. In a team setting, team leaders must follow five golden rules to ensure that the right message is being communicated:








3. CONFLICT RESOLUTION

Conflict in the workplace is unavoidable and is usually sparked by two key

factors: poor communication and a lack of emotional control. If left to fester,

conflict can significantly impact organisational health and performance — it

very often leads to loss of productivity, loss of morale, and even loss of top

talent.

It’s imperative that team leaders develop good conflict resolution skills,

as well as the willingness to address conflict as soon as it arises. The key to

successfully neutralising conflict at this stage of the team’s development is

open communication. The team leader must be willing to speak candidly,

listen actively, and encourage team members to do the same. It’s also vital

that team leaders encourage participation in team meetings and help team

members understand each other’s contributions to the team.








3. CONFLICT RESOLUTION

These six steps can be used to resolve conflict timeously:

1. Recognise the conflict

» First recognise that the conflict exists and that it will affect the team if

it is not addressed

2. Agree on a code of conduct

» Before discussing the issue, agree to some simple rules for the team’s

behaviour

» Confirm that everyone is willing to work together to solve the

problem. You could say the following: “Let’s try to work this out

together by staying focused on the problem, really listening to one

another, staying calm and not shouting.”

3. Discuss and listen to both sides of the story

» It is important that both sides hear and understand the opposing

points of view

» Clearly identify and describe the source of the conflict

» When listening to the other person’s point of view, use the technique

of active listening — try to understand what the other person is

feeling and why, listen carefully and ask questions

» A deeper understanding of another person’s point of view often

improves the situation, and facilitates resolution of the conflict

4. Define and summarise the problem

» Once both sides of the story have been heard, summarise what each

person has said. This ensures that both points of view are heard and

understood. You could say the following: “So what you are saying is …”

5. Discuss and agree on a workable solution

» Each team member should suggest possible solutions and discuss

them calmly

» It’s helpful to brainstorm ideas first, withholding any evaluation or

judgement of the ideas until all the ideas have been listed

» Discuss how each person feels about the various alternatives

» Try to reach a solution that is universally acceptable

6. Follow up

» Follow up on the discussion by putting agreements into action

» Create an action plan that specifies who will do what, and by

when

» Agree on a date for a follow-up discussion to make sure that the

solution reached is working and that the conflict does not flare

up again








4. EMPATHY AND BUILDING CONSENSUS

Arguably the most important characteristic of any successful leader, empathy is the ability to connect with others and relate to their

feelings. Empathetic leaders create an environment where team members feel that their feelings and ideas matter — this helps to

build trust and improve collaboration and productivity. It’s important to remember that how people feel at work strongly influences

their level of commitment and desire to contribute.

TEAMS THAT EXHIBIT EMPATHY…

• Have greater respect for one another

• Understand each other’s strengths and

weaknesses

• Communicate more effectively

• Are more productive as a team

• Cooperate better











4. EMPATHY AND BUILDING CONSENSUS

Follow these five steps to help your team reach consensus:

Ask the following questions:

• Can the team live with this decision or action?

• Will team members support this decision or action within the team?

• Will team members support it outside the team?

1 Clearly define the action or decision that requires consensus.

2 Agree that consensus is indeed required.

3 Discuss the situation and choose the solution that seems best for the team.

4

If anyone is unable to answer ‘Yes’ to any of these questions, ask the following question:

What has to change in order for the team to support this decision or action?

BUILDING CONSENSUS When team members understand each other’s perspectives, the possibility of conflict

is reduced and consensus can be achieved. Consensus occurs when all team members

support a specific proposal.

5 Confirm that the team has reached consensus.








5. DEALING WITH CHANGE

Change is any alteration or variation between the way it was and the way it is. Changes within the team or the organisation can result in differences of opinion,

anger and anxiety. This, in turn, can lead to conflict which can have a significant impact on the team’s ability to perform. Knowing how to deal with change

appropriately can help prevent this kind of breakdown from occurring.

WHY DO TEAMS RESIST CHANGE?There is a natural progression that occurs when people experience change; a measure of resistance is healthy and should be expected. As a team leader, it’s

useful to understand some of the more common reasons why people resist change in order to help teams deal with change more effectively.

Below are some examples of insecurities that could spark resistance to change:

• Fear of failure

People often fear that they will fail when they are required to learn new skills, adjust

to new procedures or work with new team members

• Fear of looking foolish

When faced with new technology or new ways of doing things, people often fear that

they will look foolish during the learning process

• Threat to skills or status

Change can be perceived as a threat to skills or status — people fear that existing

skills will become obsolete and status will be lost

• Fear of loss

Teams often resist change because they feel that they will lose something valuable,

such as status or friends









These five steps will help you negotiate resistance to change:

01 Address the team’s underlying insecurities or fears of loss.

02Reassure the team — offer them support and encouragement.

03 Give them the appropriate information at the appropriate times — actively counter misinformation.

04Change the team’s perception of its ability to cope with change.

05 Set a personal example for the team.








Try to understand the change — why has it happened?

Try to clarify the effects of the change.

Think about all the positive aspects of the change.

Work through concerns and problem areas.

Think of solutions for these concerns, discuss them with your team members and get their ideas.

Draw up an action plan for dealing with the change.


HOW TO DEAL WITH CHANGE EFFECTIVELYIt’s the team leader’s job to buffer the impact of change, and dissipate fear as quickly as possible. This is

achieved by clarifying the issues that may be causing consternation, helping the team identify potential

opportunities within the change and emphasising the advantages of continuous improvement.

Team leaders can help their teams deal with change by discussing the following points with them:

1

2

3

4

5

6








In an era of digital communications and technological advancement, interpersonal skills in the workplace have taken on a greater significance than ever

before. By mastering the vital skills discussed in this guide, team leaders can maximise performance and productivity, and set their teams on the path

to autonomy. Teams are the cornerstone of an organisation’s competitive advantage, and courageous, skilled leadership will ensure that they are able to

successfully navigate an ever-changing workplace.

ABOUT TRACCTRACC is the only solution that provides an integrative improvement

system that delivers sustainable business improvement results through

best practice and work process improvement. It also creates a culture

that enables your people to drive up operational effectiveness and

efficiency, thus maximising value to your customers. Visit our website at

www.traccsolution.com to see what TRACC can do for you and your

business.

CONCLUSION

Download the Interpersonal Skills for Team Leaders Infographic Pack for more quick tips, key steps and

visual highlights to help you optimise team interactions.

https://traccsolution.com/resources/team-leaders







http://go.traccsolution.com/l/25492/2016-10-17/bwh2r3

http://go.traccsolution.com/l/25492/2016-10-17/bwh2r3

Our reputation for building competitive capability is reinforced by our ability to enable our clients’ global workforce. Our focus on value-based solutions for our clients brings about process and practice improvements, efficiency gains and also substantial bottom line growth.

For over 25 years, we have delivered sustainable results across more than 2 000 operations in 70 countries and in multiple languages.

TRACC

®

ONESOLUTION TO ACHIEVE YOUR IMPROVEMENT STRATEGY

Copyright © 2016 CCI (Pty) Ltd All rights reserved TRACC, its logo, and Integrative Improvement System are trademarks of CCI.

The TRACC framework helps organisations build standardised and integrated good practice and performance capacity across their Plan, Source, Make and Deliver functions. Simultaneously it accelerates their collaboration and alignment capacity to build world class end-to-end value chains, enabling the organisation itself to become the ultimate source of sustainable competitive advantage.Disclaimer: This guide has been prepared for general guidance on matters of interest only, and does not constitute professional advice. You should not act upon the information contained in this guide without obtaining specific professional advice. Competitive Capabilities International (CCI) does not accept or assume any liability, responsibility or duty of care for any consequences of you or anyone else acting, or refraining to act, in reliance on the information contained in this guide or for any decision based on it.

www.traccsolution.com • [email protected]

TRACC is produced by



Documents

HOW TO GUIDE - Cloud Object Storage | Store & Retrieve … · 2016-10-20 · Mastering empathy will give you greater insight into the needs and ... open communication. The team leader