OFFICIAL Lead Effective workplace relationships OFFICIAL OFFICIAL Collect, analyse and communicate information and ideas Develop trust and confidence as a leader Content Develop and maintain networks and relationships Manage difficulties into positive outcomes OFFICIAL Typically, communication is seen as a ‘soft’ skill—because it’s not easily quantifiable. Compared to profits, losses, and even risk, it is intangible. Unless it’s either terrible or completely absent. OFFICIAL Question Someone you got on with really well? Someone you don’t get on well with? OFFICIAL Communication 101 • • • • • • • Clear, to the point Details sufficient and complete Delivery Opportunity to ask questions seek clarification Jargon, ambiguous, correct group Body language yours and mine Ask for feedback to verify understanding What information do you need to know your • Job • Position • Organisation • KPIs What as a manager do you need to know? OFFICIAL NVC Values Equality - we share equally the ownership, decision-making, outcomes and responsibility for services within the organisation Respect - we respect individuals for who they are and their contribution and we respect the diverse professions who work within the organisation Commitment - we are committed to stay the course in the good times and through the challenges Openness - we are open to new ways of practice and process in our work and in the organisation OFFICIAL OFFICIAL NVC Values Diversity - we value diversity and work to select and engage diverse people Supportive - we welcome the giving and receiving of support Clarity - we will determine a clear and realistic goal for each service Communication - we communicate in a clear, open and honest manner Understanding - we understand each other’s roles and expectations OFFICIAL NVC business plan Appreciation for people’s rights, choices, culture and personal history • Have a proactive approach in ensuring clients are supported in an independent lifestyle • Demonstrate responsiveness to individual preferences and consideration for the need for emotional support, independence, privacy dignity and confidentiality • Clients cultural and spiritual needs, leisure interests are respected and supported • Choice and decision making is encouraged and facilitated • Clients are aware of their rights and responsibilities (Charter of Client Rights and Responsibilities), and security of tenure OFFICIAL Encouraging individual contributions to the team • Always conduct and present yourself in a professional manner • Ensure conduct reflects NVC commitment to a workplace that is inclusive and free from harassment • Treat co workers, clients and stakeholders with courtesy and respect, be appropriate in relationships (recognize and work within professional boundaries) • Recognise others have the right to hold views which may differ from your own OFFICIAL OFFICIAL Cultivate a learning environment • Employees participate in a range of educational opportunities, including mandatory education programs • Educational programs are delivered in a variety of formats to meet individual employee needs • In consultation with managers, take reasonable steps to identify and apply for development opportunities relevant to current roles and responsibilities. • Maintain and develop our own professional skills and knowledge • Actively participate in staff meetings, planning opportunities, employee appraisals processes and learning opportunities OFFICIAL OFFICIAL Leading by example throughout NVC • Demonstrate a commitment to professional and ethical behavior of the highest standard • Ensure behavior protects and promotes the interests of NVC • Carry out duties in a diligent and efficient manner • Comply with all lawful and reasonable directions given to them by their managers or other members of staff so authorized OFFICIAL OFFICIAL Collecting information: GENERIC ORGANISATIONAL OPERATIONS ROLES AND TASKS ORGANISATIONAL, GOALS AND VISION SYSTEMS AND FUNCTIONS EXTERNAL SOURCES When was the last time you looked at your job description is it a part of your performance review what other indicators do you use to know your job? No organisation is static, part of growth is developing, refining new ideas and approaches OFFICIAL Improve product and service quality New ideas and approaches can come from• Employees • Data • External analysis of competitors • SWOT, PEST, STEEP • Best practice • Benchmarking What and where will your information come from. • Internal sources • External sources Consultation good or bad? • • • • • • Identify work issues Ideas and discussion Feedback Outcomes Types of consultation Disadvantages? Why do consultation with the front line workers? OFFICIAL Consulting Brainstorming Nominal group method Delphi method Quality circles Scenario technique OFFICIAL OFFICIAL Analysis: Information what do you use and what do you forget or not pass on? Valid Consistent Reliable Sufficient Accurate Verifiable Timely Communicated in ways which make it understandable to the user. OFFICIAL OFFICIAL Getting the information out • Meetings • Face to face • Written, Notices, memos, emails • Video/teleconferencing • Policies and procedures • External consultants OFFICIAL OFFICIAL Culture and social diversity Adapting your communication style to meet the needs of the audience? • Challenging in a group environment • Challenging with shift workers • Challenging if you don’t have professional relationships with all staff OFFICIAL What Legislation do you have at NVC to cover diversity? What are the important things to consider when communicating with people from diverse cultural and social backgrounds? 2: Developing trust and confidence as a leader Managers are appointed to specific positions in the organisation Leaders are people whose knowledge, experience, personality, and characteristics encourage others to follow them What are your strengths and challenges as a leader What do you need to work on in communication? 2:Developing trust and confidence as a leader When do you manage and lead Key words Approachable Trusted Competent Assertive not aggressive Polite/courteous Encourage Credibility Role model Self motivated Delegate Establish open lines of communication Treat everyone fairly and equitably Model ethical behaviour Manage or mediate conflict effectively Do what they say they will do Accept and accommodate individual differences Encourage staff to grow Page 30- 39 Integrity and Values Page 32 OFFICIAL 5 Key skills for leadership Communication. One of the most important skills of a leader is the ability to communicate effectively. ... Awareness. ... Relationship Building. Honesty/Integrity. ... Innovation. ... OFFICIAL OFFICIAL Leadership styles OFFICIAL OFFICIAL 3 Develop and maintain networks and relationships Network: A connected system of things or people A communication system An interconnecting or interacting configuration of compounds A system or set of associations and contacts which support each other through the exchange of information and ideas OFFICIAL Networks: internal and external Page 50 Networking Shaped by objectives membership and structure Positives Negatives Exchange Time Intergrade Poaching ideas Pool Resources New ideas Benchmarking OFFICIAL 4: Managing difficulties into positive outcomes Can relate to Processes, procedures Product/service quality issues People Legislative compliance requirements Systems Financial problems Interactions with various stakeholders Resources and performance Interpersonal issues within workplace OFFICIAL 1. Identify the problem. Define it: symptoms and root causes 2. Define the desired situation 3. Gather and analyse data 4. Generate alternatives/options. Analysis potential impact/risks The Problem solving model 5. Choose an alternative or resolution make a decision 6. Plan and implement the decision. Monitor, evaluate, adjust Page 58 OFFICIAL Is a decision really required? Is it a viable alternative to allow the difficulty to resolve itself? Making decisions How should the decision be made? What are the priorities? Who should be involved in the decision? Is this my decision to Make? OFFICIAL Work Difficulties Culture Job satisfaction Poor communication Stress Low motivation Page 61 OFFICIAL Building teams Be proactive (get off your backside and talk to people) OFFICIAL OFFICIAL Building Teams Make the time to build relationships OFFICIAL OFFICIAL Building teams Acknowledge differences OFFICIAL OFFICIAL Building teams Embrace Diversity Strengths and limitations how to use your team effectively OFFICIAL OFFICIAL Building teams Communicate • Listen • Show genuine interest • Share information OFFICIAL OFFICIAL Coaching vs mentoring If people in an organisation are good at replicating what they already do well, what happens when the environment changes and what is needed begins to change? OFFICIAL OFFICIAL Coaching Interactive process through which mangers and supervisors aim to solve performance problems or develop employee capabilities. Process relies on three components Technical help Personal support Emotional bond OFFICIAL Individual challenge OFFICIAL “…someone who helps someone else learn something that he or she would have learned less well, more slowly, or not at all if left alone” (Chip Bell) Mentoring helps develop tacit, or “sticky” knowledge Mentoring The scope of mentoring is vastly greater than coachingcoaching is a subset of mentoring Mentoring addresses the whole person and their career OFFICIAL OFFICIAL Coaching Myths Myth: coaching is for losers, a last grasp effort before being shown the door Reality coaching is for winners who seek to go to the next level Myth: coaching is about filling leadership behaviour gaps Reality coaching is about impossible future and changing your life Myth coaching is a separate leadership development activity Reality coaching integrates leadership development and results OFFICIAL OFFICIAL Coaching and performance Appraisal PA’s are a great source for identifying coaching opportunities ◦ Correctable problems: jointly develop plan for eliminating them ◦ KPI’s require: jointly identified areas for development to enhance career Caution: Intervene EARLY do not wait for the annual review OFFICIAL OFFICIAL Wrap Up OFFICIAL OFFICIAL What do I need to work on The first step in improving your leadership skills is to decide what areas to focus on. A good leader is skilled in: • All forms of communication, including verbal, written and nonverbal • Coaching • Inspiring and motivating others • Providing direction • Assessing situations and making decisions • Critical thinking and problem-solving • Ability to work with a team OFFICIAL
