Chapter 3: Set the Example
Skill Focus:
Purposeful questions
Listen for answers
Tell Stories
Questions? Anything Interesting?
Our Culture
The Future
• I am very
interested in the
future – because
that is where I will
spend my time.
– Kettering
Insights from Chapter 3
•
•
•
•
•
•
•
Calendar alignment
DWYSYWD
Right phrases – repeat, repeat, repeat
Ask purposeful questions
Ask for feedback
Adjust based on feedback
Call attention to shared values when they happen
(teachable moments)
• Broadcast exemplars
Purposeful Conversations
Leadership is about Asking Questions
Single
Loop
Learning
• How are you communicating with your staff?
• How do you know what the people you’re
communicating with feel and think?
• What skills do you need to improve your
communication?
• When will you begin the process?
• How will you know when you are
communicating effectively?
• These are self-reflection questions
Leadership is about Asking Questions
Double
Loop
Learning
• What’s possible - What’s wrong - What is going
right – with our communication?
• What is the person, business or network trying to
accomplish through communication?
• What has to happen for communication to work
effectively?
• What are the barriers that cause ineffective
communication?
• These are “big-picture” reflection questions
Three Types of Questions
• Grand-tour questions – open ended
– These questions allow the respondent to tell you what is
happening from their perspective
– “How are things going with the ‘Thompson’ case?”
• Probing questions – dig deeper
– Keep asking questions until there is understanding on both your
parts
– “So, Thompson is telling us to work closer with her?”
• Planned Prompts – specific questions
– If a specific topic you want to discuss does not come up – ask
about it specifically
– “Have you checked on what Jackson is doing?”
10 Declarations of Leadership
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Here’s what I am thinking …
What do you think (feel)?
What did you learn from that?
I made a mistake.
You’re doing a great job.
How am I doing?
This is not the way we do things.
We need to do it this way because …
What are our customers saying?
How do you know?
http://business.financialpost.com/2013/01/07/try-to-hone-yourleadership-skills/
Leadership is About Listening
Active Listening Exercise
•
•
•
•
Groups of three
Speaker, Listener, Discussant
Speaker discuss anything of interest
Listener listens using effective
listening techniques
• Following, feedback is given to
listener by the Discussant
• Rotate roles
• Speaker
• Active
Listener
• Discussant
Active Listening ...
• Bridging - yes, go on… nodding
• Restating - So what you mean by that is that
Niagara is the best place in the world.
• Paraphrasing - So, one reasons is because Niagara
is close to TO and Buffalo.
• Inviting clarification - Could you expand a little
more on your point that Niagara is the best place to
live?
Topics – anything you want
•
•
•
•
•
•
•
Something about life in the Niagara region
A Piece of History
A difficult employee
Sports
A pet-peeve
The Future
Life in general
Which one were you most effective at
using?
• Bridging - yes, go on… nodding
• Restating - So what you mean by that is that Niagara is the best place in the
world.
• Paraphrasing - So, one of the reasons is that we are close to TO and Buffalo.
• Inviting clarification - Could you expand a little more on your point that
Niagara is the best place to live?
• Other …
– Reflect feelings - give a person feedback on the emotions
they are expressing – You sound excited about this
possibility
– Give emotional support – Oh, poor you.
Communication
Giving Feedback
• Specific
• Descriptive
• Provide PEP
– Praise, Evaluation, Praise
• Own and Employees View
• Direct it towards Behavior that can be
changed
• Well timed
• Clearly understood
• Commitment to Change
(if needed)
Next Day
Read and come prepared to discuss:
• Chapter 4 – BB summary of the
chapter
• HEADS UP (for following Friday):
‘Tipping Point Leadership’ by Kim
and Mauborgne, HBR, 2003
– As you read the paper – think about a
problem that you are aware of and
how this might help solve this
challenge.