peaking with people

8/7/2019 Peaking With People

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Peaking With People

Leading Your Teams To Success!


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What were our learning from theactivities just conducted?


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T eam Work

Create T ask

Measure Growth


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T eam Work

Two-way communicationSupport PraiseEncourageProvide FeedbackFacilitateProbeListenReinforce


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What is the first thing that youwould do as a leader?


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Perceptions

Perceptions What is it that you have and I don t? Leader or Buddy? Knowledge levels Communication styles


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T he Fears We Have

Fear of Change

Fear of Failure

Fear of Lack of ControlFear of the Unknown


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Fear is the darkness where

negatives are developed


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Goal Setting

Goals are not necessarily SPH oriented

AmbitionDevelopmental goals

Visualize a growth path

SWO T analysis


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Set four individual goals for the next

four months keeping in mind yourambition


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Leader as Change Agent

D o we need a change agent?

What is a change agent?

How should a change agent act?


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Success Factors

Individual competenceExperience in the front line of serviceRespect of customers

Respect of colleaguesSupport of loved onesFormal educationSupport from the organization

Support from the bossOtherLuck


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Seven Leadership Roles

Role 1 The Connector

Purpose : Build and enhance relationships

Role 2 The Problem Solver

Purpose : Produce results


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Role 3 The Evaluator

Purpose : Enhance individual performance

Role 4 The NegotiatorPurpose : Serve the customer by achievingconsensus

Role 5 The Healer

Purpose : Mend the fabric of organizational life


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Role 6 The Protector

Purpose : Diagnose & respond to threats to

organizational well being

Role 7 The Synergizer

Purpose : Create a whole greater than the sumof its parts



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T he Connection Ladder

Commitment

Empowerment

Empathy

Involvement

Awareness

Contact

Indifference

AvoidanceHostility

Contempt


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Leadership Styles

T elling

Selling

T esting

Consulting

Joining


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What is communication?

T he Communication Process

How significant is it?The three dimensional communicationHow can you communicate most effectively with people?

Non verbal communicationWhat are the greatest dangers in communicating with

agents?

What kind of things should I tell my boss?Transparency a weakness or a strength?


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Activ

ity

Little Attentions

With your respective partners, role play the followingactivity

What I did last night?


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Motivation

What do agents want in life?Which need is the most powerful?

Why do people act the way they do?

In what way can a job satisfy one s needs?

How does dissatisfaction differ from satisfaction?

People centered approach/process centered approach

Is the objective of motivation to have one big happy

family?


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T he Coffee BreaksJanet and Martha are colleagues in a bank. For several months

they relieved one another for their breaks . However, anew supermarket opened next door and there was a largeinflux of customers wanting to cash checks everyday rightafter 1000 hrs

Jack the boss, asked Martha to postpone her break from 1015hrs to after 1030 hrs, but, told Janet she could continue onthe same break as before.

Martha found this unfair and voiced her opinion to Jack. If

anyone should postpone her coffee break, it should be Janetbecause she had had the early one for a long time.

When Jack asked Janet about it, she said that she had beenhandling the peak load alone from 1000 hrs to 1015 hrs for

a long while and she should get the choice


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What would you do?

Tell Martha she is selfish for not going along with a

simple request?

Agree to Martha s suggestion and tell Janet to

comply

Point out that morning hours are busy for only a veryshort time and this should not be an issue

Set up a rotating schedule

T he Coffee Breaks


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Building People

T ask

GroupIndividual


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Defining the task

Making a plan Allocating work and resources

Controlling quality and tempo of work

Checking performance against plan Adjusting the plan

Task Needs


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Listening with understanding to each

individual

Giving support and encouragement to ideas

and people

Dealing with individual problems

Recognizing and using individual abilities

In dividualNeeds


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Setting standards

Building team spirit

Maintaining discipline and unity

Involving group as a whole in achieving theobjectives

Ensuring communication within the groupT raining the group

Gro upNeeds


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Building People

Responsibilities

Feedback Mechanism

Coaching

Analyzing


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SWO T Analysis

What is a SWO T Analysis?

How does it help?


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Eureka Statement

peaking with people

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