performance communication and interpersonal skills
DESCRIPTION
Communication skills, interpersonalTRANSCRIPT
Performance FeedbackPerformance Feedback
One Minute ManagerOne Minute Manager
Agenda Agenda1st Part (90min)One Minute Manager
– One Minute Goal Setting– One Minute Praise– One Minute Redirects– Apprentice: Evaluation
2nd Part (30min)Receiving Feedback
3rd Part (60min)Building Relationship
– Show compassion– Develop Network– Share Knowledge
Know your Colleagues Know your Colleagues Name Birth place Favorite Food Hobbies (2) Mobile Phone
10 Minutes
Background Background 10 Years in Human Resource Development &
Organization Dev
US Hard Disk Manufacturing in Penang(2500 employees) US Fortune 500 Recruitment Agency, KL Malaysian Major Retail Company, KL (4000 employees)
M.A. from University Malaya with Fellowship (Full Time Scholarship) from Malaysian Government (Sociology, Management and Literature)
4 to 5 years in Sales and MarketingBanking, Engineering, Trading & Project Investment
Specialized in Training, Learning Org, Work Process Improvement, Org Dev, Self Managed Team and Facilitation
Ground Rules Ground Rules One Person Talk at a time Ask questions Freedom of movement Sleeping is allowed Mobile Phone on silence mode
Note Note Learning Points Action Plan
Building RelationshipBuilding Relationship
Compassion. Network. Knowledge Compassion. Network. Knowledge
OMM OMM
OMM
EBA
Relationship Building Relationship Building Emotion Bank Account
Emotional and analytical zone
Emotion
Emotion Zone
Analysis Zone
Feel Good Feel Good Must make people to have “good
feelings” about you Concept of “Emotional Bank Account” Three Minute Manager needs
emotional attachment to smoothen the process
Tim Sanders Tim Sanders Three ways to build relationship
(Tim Sanders of Yahoo):
“Love is the Killer App”
Compassion
Knowledge
Network
CompassionCompassion
the human ability to reach out with warmth
SUPPORT & LISTEN
the human ability to reach out with warmth
SUPPORT & LISTEN
1. Help Unconditionally 1. Help Unconditionally Helping others is the way to shape
cooperative environment Wal Mart: Drop your work to support
your colleagues The power of “How can I help?”
WIIFM? WIIFM? Build Network Create Joyful environment Lower resignation rate Create a pleasant experience
2. Listen 2. ListenB. Listening with Compassion
- Listen with intend to understand
- Listen with intent to respond
- rephrase the story
- Interested in them
Tips Tips- Ask – 5W1H
-“Can u tell me more?”
- Pace of speaking
- Imitate their body language
- Focus on their words, body language
Exercise Exercise Hobbies
NetworkNetwork
your entire web of relationships
MATCH PEOPLE
your entire web of relationships
MATCH PEOPLE
Network – Informal Influence Network – Informal Influence
Social resource to build network for employees
Calls to PM Calls to PM How many calls you need to make to
reach Prime Minister?
Process ProcessBusiness/Work Match
Collection Connecting Dissappearing
Collection Collection 1 Prepare yourself – store your card 2. SWAP cards 3. organize card 4. Input data (outlook) 5. Follow Up (send email/phone)
Connecting Connecting Tune your receiver
what they want vs what they need Arrange to meet
Disappearing Disappearing No commission
Circles Circles
Circle of Influence
Circle of Concerns
Change Agent Change Agent "Be the change you wish to see in the
world." “ My life is my message." Mahatma
Gandhi, 1869-1948
WIIFM WIIFM Create trust Enlarge your network To feel useful They listen to you because you have
helped them Reputation
KnowledgeKnowledge
everything you have learned and everything you continue to learn
READ & SHARE
everything you have learned and everything you continue to learn
READ & SHARE
Learn faster Learn faster Our only competitive edge is to learn
faster than our competitor
Capture Capture Build relationships through knowledge
sharing(MBA & Doctor)
Knowledge is social currency for easy conversation (boring or interesting)
Capture in many forms:Internet, Blog, Books, Podcast, Interview, TV, Magazine
Encoding: digest knowldge Encoding: digest knowldge Read for future application Master the reading and learning skills Books are the cheapest form Outline, Org Structure, Index, Browse
Application Application At work Support colleagues
Info Info What information you want to have? How many books are you planning to
read this year?
Concluding Chapter Concluding ChapterThree ways to build emotional
and trust:
Compassion
Network
Knowledge
When you apply OMM, they listen
OMM OMM Pfizer adopt the
OMM worldwide Regional Direction Major Part of
Performance Management
Global Talent Management
Concept originated by Ken Blanchard
Leadership Series Leadership Series One Minute Manager Situational
Leadership II Eight Steps
Coaching
Target Audience Target AudienceNot only for managers
Yourself Employees Family
Performance Management Performance Management
Performance Planning
Coaching and Feedback
Performance Evaluation
OMM
SL II
8 ST
One Minute Goal One Minute Goal Goal Setting Machine Boundary: empty car park Agreement: flicker minded SMART
Steps Steps Establish goals with employees Get both party agreed specifically Check the progress periodically Ask them to do self appraisal:
“things do well”
“things need to improve” Offer help, guidance and ideas
(optional)
SMART SMART Specific & SituationalSpecific & Situational Measurable & MotivatingMeasurable & Motivating Action-oriented & AlignedAction-oriented & Aligned Realistic & RelevantRealistic & Relevant Time-bound & Track ableTime-bound & Track able
Identify Goals Identify Goals Your own career goals Your own personal goals Subordinate goals Family goals
General Specific
Exercise Exercise Write down your
own general goals Write down two
general and specific goals in each category
Goal(general)
Detail(specific)
Date(Deadline)
Own
Colleagues
Personal Life
Applications Applications Brainstorm how the goal setting can
be used in each of the category Your own work? Your employees? Your personal life?
Application Application Self
– monthly review– weekly self reflection– constant reminder– Paste everywhere?– Spend a minute read about your goals
Employees– Follow up– Day to day– Performance review
Family– Coaching– Chit chat
At Work At Work Don’t policing your employees Work is not progress linear Yes….But Assign more work (performance
punishment) Criticizing mercilessly
Meeting F2F Meeting F2F Bring it up in weekly face to face
meeting “How are you doing in this area?” “Anything I can help in this area?” “Done anything special?”
Role Play Role Play Create a scenario Using OM Goals Feedback
Further Action Further Action
Encourage them to do more of the same behaviors
One Minute PraiseOne Minute Praise
Recognizing AchievementRecognizing Achievement
Human Potential Human Potential "If we are going to bring out the
human potential at its best, we must first believe in its existence and its presence."
Viktor Frankl, 1905-1997
Focus on Strengths Focus on Strengths
"The task of leadership is to create an alignment of strengths, making weaknesses irrelevant."
Peter Drucker,
The Father of Modern Management, 1910-2005
People will do what you are rewarding them toPeople will do what you are rewarding them to
Why? Why? Recognition
(human psychology needs) Appreciation
(feel valued; not taken for granted) Encourage positive behaviors
(People do what you are rewarding them to)
Maslow Hierarchy of Needs Maslow Hierarchy of Needs
Basic needs– Physiological needs - food, water– Safety needs
Psychological needs– Need for love and belongingness– Need for esteem - success and
status Self-Actualization
– Realizing one's potential, self-fulfillment, understanding, insight.
Attitudes Attitudes Think well of
yourself
Think well of others
Best
Sunflower
Improve
Dark Cloud
You can choose You can choose You can choose your sun glasses Yellow or Black Yellow = Optimistic Black = Negative Think of one of your good friend
Black sunglasses Yellow sunglasses
Food for Thought Food for Thought Thinking about the one thing
that will make the morning sun a little brighter
Star Buck/ Bugis Junction
One Minute Praise One Minute Praise Get their attention Be specific - sincere Impact to you or othersImpact to you or others Eyes contact – facial expressionEyes contact – facial expression PraisePraise Stop. Let them respondStop. Let them respond Reinforce the behaviorReinforce the behavior Thank the personThank the person
Flashback Flashback How have you applied OM Praise to
yourself in the past? Give your own example
How have you applied OM Praise to yourself in the past ? Give your own example
How have you applied OM Praise to your family in the past? Give your own example
Future Future How to apply OM Praise to yourself in
future? Give your own example
How to apply OM Praise to others in future ? Give your own example
How to apply OM Praise to your family in future? Give your own example
Future Application: Now Future Application: NowTarget Detail
(Incident)
Sentence(Deadline)
Own
Colleagues
Family
One Minute RedirectsOne Minute Redirects
Performance ImprovementPerformance Improvement
Off TrackRedirect
Right Track
Traffic Flow
Redirects Redirects Performance lapse Work not up to expectation Procrastinate report Scold people for no reasons Politicking Take company property Over claims Negative attitudes
Redirects Redirects Personal: Self evaluation
“how can I do better?”
“have I achieved the target?” Employees
“how can you do better?”
“how can I help?” Family
“Any problems?”
“Want some helps?”
It won’t happen often if you It won’t happen often if you Sit down with them in PLANNING
stage FOLLOW UP with them in the middle
of the project or task Provide them TRAINING before the
task DELEGATE properly – resources,
expectation, timeline, authority, methods
Utilize their STRENGHT
Talk and Share Talk and Share
COMMUNICATION
SESSION
Redirects Redirects
Gentle but firm no need to shout or show sour face”
Never do it in the public
When your mood is good
No personal attack “ you are so lazy”
Redirects Redirects No right or wrong Focus on effectiveness
(less time/people/cost) Focus on objective
Old Methods Old Methods
Scold Revenge: bad
increment Sour face Cold storage Ignore Beat/slap
Methods Methods Self Appraisal
– refer to the agreement (OM Goal)– “What went right?– “What could be improved?”
Methods MethodsSuggestion
- Propose the employees some
suggestions- “Would you like to try doing this…|
because. What do you think?
Methods” Methods” Fact Finding
Do your homework (data)Do your homework (data)
* tell the person what they did* tell the person what they did not effective “ I observe….” not effective “ I observe….”• tell the person how you feeltell the person how you feel
and how it affect your work (surprise, and how it affect your work (surprise, disappointed, strange)disappointed, strange)“I feel…because….”“I feel…because….”
* pause (for them to explain)* pause (for them to explain)• Propose an action plan “What would Propose an action plan “What would
you do if same thing happens again?” you do if same thing happens again?” “Would you like to ….?”“Would you like to ….?”
Methods MethodsAffirmationAffirmation• Affirm person’s past performance in Affirm person’s past performance in
this area this area • State the problemState the problem• Ask if help neededAsk if help needed
“how can I help”“how can I help”• Seek for solution Seek for solution
Sharing of other methods Sharing of other methods
Sharing
Taboo TabooDon’t…..Don’t…..
Attack personallyAttack personally
Store up your redirectsStore up your redirects
ThreatenThreaten
Redirect in publicRedirect in public
Redirect a learnerRedirect a learner
Role Play Role Play Remember incident you have to do a
“redirect”. Role Play Observer: give the person feedback
Summary Summary One Minute Goals
What is my goals One Minute Praise
What have I/you done well? One Minute Redirects
What areas I/you need to improve?
Receiving Feedback Receiving Feedback
Self ImprovementSelf Improvement
RISKYBUSINESS
Redirects
Motive must be right Motive must be right
CARE
Care and Risk Care and Risk Body Odor Bad Breath Stinky Stocking
Ratio of Feedback Ratio of Feedback
10%
LogicLogic
Thank the Person
General Reaction General Reaction
ANGRY Embarrass
Emotional and analytical zone
Emotion
Emotion Zone
Analysis Zone
USE QUESTIONS TO REDIRECT THE MIND
Fire Fire
Panic
High Stress
Ask Questions
Experience Experience Share with us your experience of
receiving feedback?
Discuss with the group
Tips Tips 1. Welcome Feedback
2. Don’t Justify; Just LISTEN
3. Ask for detail 5W1H
Tips Tips5. Ask for Guidance
Can you give me some tips how to do it better?
6. Appreciation
Thank you
Question Question
If you receive feedback openly, what would they think of you?
Role Play Role PlayEXERCISE: Role Play Stocking Body Odor Late Procrastinate
SUMMARYSUMMARY
One Minute Manager
Building Relationship
Receive Feedback
One Minute Manager
Building Relationship
Receive Feedback
SharingSharing
New/Good
Application
New/Good
Application
Common Common Common Sense ≠ Common Practice Our challenge is to adopt new
practice