Professional Documents
Culture Documents
OBJECTIVES:
DELEGATING
While most leaders understand the need to delegate, they are often
hesitant to invest the time and effort up front. In this course, participants
learn to overcome their hesitation for delegation by learning skills for
successfully matching people, responsibility, and authority.
OBJECTIVES:
Understand the role of delegation in time management, resource
utilization, job satisfaction and overall team productivity.
OBJECTIVES:
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.
SKILL POINTS:
Learning Objectives:
LEARNING OBJECTIVES
_ Explain why emotions are normal, and can even be helpful, in work situations.
_ Identify situations in which emotional behavior is inhibiting productive discussion.
_ Explain why the ability to maintain composure at work, or to regain it quickly, is an important skill.
_ Identify ways to manage their own reactions to the emotional behavior of others.
_ Use appropriate techniques to diffuse emotional behavior when it hinders
KEY ACTIONS
_ Acknowledge the persons emotion and describe its impact.
_ Invite the other person to share thoughts and feelings.
_ Determine whether continuing the discussion is appropriate.
_ Listen to understand.
_ Probe to uncover underlying issues.
_ Communicate your understanding.
_ Help the person move on.
OBJECTIVES:
Set clear meeting goals that support business needs.
Save money and resources by making sure meetings get the right
results.
MOTIVATING OTHERS
__________
____
COURSE OVERVIEW
Motivation Defined: Learners share a time when they were highly motivated at
workwhy they were motivated and actions they took that reflected their motivation.
Learners discuss how to distinguish motivation issues from performance and training
problems. The definition of motivating others is presented and shows the three factors
that lead to sustained energyfocused work, interpersonal support, and individual
value. Learners identify a real motivation challenge they will examine near the end of
the course.
Next Steps: Referring to their own motivation challenges identified earlier, learners
analyze the causes of the motivation problems. Working with a partner, they choose
best practices and note specific actions for addressing the challenges. Key learning
points are summarized.
PROACTIVE LISTENING
OVERVIEW
In todays business environment, intense competition and rapid change have
dramatically expanded the need for information. In the past, people had to know how
to do their jobs, but now people need a picture of the business as a whole. That
means having information about external influences and about the work of other
functions. Proactive listening helps meet this need. It is also a powerful tool for
building and maintaining strong relationships required to reach personal and
organizational goals.
In this unit, participants learn verbal and nonverbal techniques for moving from a
reactive to a proactive approach to listening.
LEARNING OBJECTIVES
Identify situations in which good listening can make the difference between success
and failure.
List specific techniques to deal with communication styles they find challenging.
KEY ACTIONS
SKILL POINTS:
Ask for team members 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 review.
Prepare to Succeed
Describe the negative impact when telephone etiquette protocols are not
followed
Answer the telephone, put someone on hold, transfer, and make commitments
more effectively
Recall the benefits for adhering to each of the telephone etiquette standards
VALUING DIFFERENCES
Everyone looks at things in a unique way. Today, the companies with the greatest competitive
advantage are those that can make the most of their peoples diverse abilities. This course
gives people effective tools for appreciating others unique perspectives, understanding peoples
inherent differences, and collaborating in a mutually beneficial way.
COURSE OVERVIEW
> Learn About Yourself: Learners complete a Styles, Abilities, and Motivations (SAMs) profile. A
video parodies a team with SAMs and ideas that are all the same, and an activity contrasts how
it feels to be valued or devalued. The facilitator introduces a Value of Differences model and
LENS, a process for valuing differences.
> Explore Differences: Learners begin a team-based activity to design a poster illustrating the
value of differences, develop a SAM profile of team members, and prepare a presentation. They
use the profile to decide which of four roles each should take on for the activityartist, writer,
presenter, and coordinator/observer.
> Nurture Differences: Video and workbook activities show how Key Principles help nurture and
support differences.
> Putting Differences to Work: As teams complete the poster activity, the coordinator/observer
notes the use of Key Principles. The team receives feedback on how well they capitalized on
each members talents and how well they used the Key Principles.
> Stop, Start, Continue: A video illustrates the principles and skills learned and their positive
impact on people and performance. Learners identify things theyll do to value differences on
the job.