Objectives

Skill Points

·         Deal with team members on a day-to-day basis in such a way as to maintain and enhance their self- esteem.

·          Base discussions about performance and work habits on behavior rather than on personalities and attitudes.

·          Involve team members in goal setting, problem solving and decision-making. 

·          Maintain or Enhance Team Member Self-Esteem.

·          Focus on Behavior.

·          Encourage Team Member Participation.

Objectives

Skill Points

·          See that communication is a two-way process.

·          Construct clear, concise messages in the interest of the listener.

·          Manage nonverbal behaviors to reinforce the intent of messages.

·          Listen actively to improve communication.

·          Create a climate of open communication, which increases   team members’ motivation and commitment.

·          Create a climate of open communication.

·          Design clear, concise messages.

·          Manage nonverbal behaviors effectively.

·          Listen to communicate.

Objectives

Skill Points

·          Understand what coaching is, why it is important, and how it supports individual and company goals.

·          Prepare for a coaching session by using observation and analysis to build a plan for a successful dialogue.

·          Hold a coaching conversation that improves an individual’s performance and increases productivity.

·          Use coaching as a way to build a valuable sense of teamwork between the team leader and team member through communication, shared goals and collaboration.

·          Observe and analyze performance.

·          Identify area of performance that needs improvement.

·          Demonstrate how task should be performed and ask team member for questions.

·          Have team member demonstrate and give team member feedback and performance.

·          Set up time for review.

Objectives

Skill Points

·          Understand the importance of framing all communication with their manager in terms of his/her self-interest.

·          Enter meetings with their manager armed with a well-thought-out and clearly stated objective.

·          Clearly link their objective with facts that support their plans and goals.

·          Work with their manager to uncover any questions or reservations he/she may have concerning their message.

·          Move conversations toward agreement with questions that focus on the benefits to be gained when the objective is reached.

·          Clearly and concisely restate the decisions that result from Communicating Up and insure that those decisions are mutually understood.

·          State objective concisely in terms of the needs and interests of their manager.

·          Detail objective and support it with facts.

·          Ask for and/or respond to questions.

·          Probe for agreement.

·          Summarize and confirm conclusion.

Objectives

Skill Points

·          Understand the role of delegation in time management, resource utilization, job satisfaction and overall team productivity.

·          Use a delegation process that ensures team member participation, involvement, and success so that what needs to be done gets done – properly and on time.

·          Establish a team member’s responsibility and authority for a delegated task – creating a framework for accountability and personal growth.

·          Explain need for delegation.

·          Use delegation of task to motivate.

·          Explain task and ask team member’s view.

·          Specify responsibility and authority.

·          Confirm team member’s understanding and set up time for review. 

Objectives

Skill Points

·          Define goals, objectives, and performance standards.

·          Identify and set performance standards that are specific, measurable, attainable, results-oriented, and time-framed, using concrete active language.

·          Establish time limits for all performance standards.

·          Involve team members in creating their own individual performance standards.

·          Negotiate to develop performance standards for team members that address both desired results and team members’ capabilities.

·          Monitor team members’ progress toward their goals by holding individual review meetings. 

·          State broad goal of the plan.

·          Ask team member's view of what his or her performance standards should be within the plan.

·          Negotiate by modifying unrealistically high or low performance standards.

·          Agree on a set of performance standards that are clear, specific, and measurable.

·          Confirm team member’s commitment and set up review.

Objectives

Skill Points

·          Use the techniques of effective discipline to eliminate problem behavior.

·          Communicate concerns in terms of behavior rather than perception or opinion.

·          Minimize defensiveness and focus on solutions.

·          Reduce conflict avoidance behaviors that undermine team morale, impact perceived fairness and impede overall productivity.

·          Review performance to make sure the problem is resolved.

·          Recognize the importance of team member participation in defining the problems and solutions.

·         State performance problem.

·         Ask team member’s view.

·         Ask team member for a solution.

·         Agree on a plan.

Objectives

Skill Points

·          Establish an efficient process that will reduce the time it takes to interview and select a qualified candidate.

·          Maximize new hires’ productivity once they join your team by ensuring that candidates are a good fit for the job (both technical and organizational fit).

·          Ensure team cohesion and support for new hires by involving team members in the process.

·          Increase the retention of all new hires and in particular reduce turnover during their first year on the job.

·          Introduce yourself, thank the candidate for his or her interest in the company and the job, and explain the interview agenda.

·          Review the candidate’s resume and ask competency-based questions about his or her background and experience.

·          Listen, press for specifics, and take notes.

·          Discuss the job requirements and answer the candidate’s questions.

·          Review your notes and ask for any final clarification of facts and information shared during the interview.

Objectives

Skill Points

·          Recognize the difference between job performance and work habits.  Managers will understand that a work habits discussion is not coaching and requires different skills for successful resolution.

·          Understand that unsatisfactory work habits must be dealt with quickly and effectively before they require disciplinary action.

·          Explain clearly and specifically the nature of the team member’s unsatisfactory work habit while focusing on behaviors rather than attitude.

·         Use an action plan and ongoing reviews to help team members improve work habits and demonstrate personal accountability.

·          State problem clearly and specifically.

·          Ask team member’s view.

·          Ask team member for a solution.

·          Agree on a plan.

·          Set up time for review.

Objectives

Skill Points

·          Understand why all team member complaints must be dealt with rather than ignored or dismissed.

·          Be more sensitive to all the problems-minor or trivial, real or imagined-that can lie behind complaints.

·          Understand techniques used to determine underlying problems, which are not always the same as those the team member thinks are responsible for his/her difficulties.

·         Use various techniques to solve such problems while maintaining a positive relationship with the team member. 

·          Ask team member to detail the complaint.

·          Get agreement on substance of the complaint.

·          Ask team member for a solution.

·          Schedule time for investigation and agree on a action plan.

·          Set a date for a follow-up meeting.

Objectives

Skill Points

·           State team member’s positive accomplishments.

·           Identify factors that motivate team member.

·           Ask team member’s view of what would enhance or maintain performance

·           Respond to team member’s suggestion(s) and/or offer your own.

·           Agree on the next step and set up review.

Objectives

Skill Points

·          Base assessments on facts and behavior.

·          Assess performance.

·          Use positive feedback to motivate team members.

·          Gain team member participation in the assessment.

·          Gain team member agreement with the assessment.

·          Gain team member commitment to the change needed to improve performance.

·          Ask for team member’s evaluation and give your evaluation of performance.

·          Identify what would help maintain or improve performance.

·          Ask team member to identify how improvement can be achieved.

·          Agree on a plan.

·          Get commitment and set up a review.

Objectives

Skill Points

·          Accept conflict as an inevitable part of all work situations and deal with it in order to maintain individual and team focus and productivity.

·          Recognize the positive and negative impacts of conflicts and leverage conflict to everyone’s advantage.

·          Distinguish between the two major sources of conflict so that it can be resolved fairly and effectively.

·          Establish a cooperative atmosphere to resolve conflicts when they arise.

·          Ask each team member to state the problem.

·          Ask each team member to state other’s view of problem.

·          Ask each team member to confirm accuracy of other’s restatement.

·          Focus on objective facts, areas of mutual need or mutual goals.

·         Ask each to suggest solutions.

·         Bring both to agreement on specific steps to resolve conflict and set up a time for review. 

Objectives

Skill Points

·          Understand why change happens, how people react to it, and how to support team member’s struggles with change.

·          Involve team members in a change initiative by promoting their understanding and ownership of the change and its benefits.

·          Plan for individual or group follow-up sessions that support the change process and reinforce personal and organizational goals. 

·          Detail coming change and explain reason for it.

·          Let team member ask questions, express opinions and concerns.

·          Respond to team member’s questions and concerns.

·          Get commitment and set up time for review.