www.JamesGraening.com
www.GrowHVAC.com
Leadership Training
Leadership & Managing Change
“the art of empowering people”
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Agenda
Introduction
Team Building Overview
Principles of Leadership
What It Takes (To Lead Teams)
Leadership in Action
Leadership Models
The Right Attitude Starts with the Right People!
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Please silence cell phones
http://www.youtube.com/watch?v=GKQzjUar_LI
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“Building Teams that make
Value-Based Decisions”
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Team Building Overview
Knowing the Drivers of Sustainable Business Success
“Living” Leadership Behaviors and Skills
Team Building and Communications
Do you have what it takes?
•Communicating
•Questioning
•Listening
•Problem Solving – Conflict Resolution
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Drivers of Sustainable Business Success
Values-driven leadership – What values?
Strategic focus, planning – Who plans?
Operational excellence – How to achieve?
Control of destiny – What will it take?
Trust-based relationships – How can we help?
Generosity of teams – What will we give back?
Investment in employee success – Who will rise?
Acting small, thinking BIG – Where will we go?
Brand identity – Why will we have customers?
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Leadership Behaviors and Skills
Behaviors
Skills
Communicate Well
Show Respect
Show Sensitivity
Lead by Example
High Expectations
Exhibit Fairness
Have Consistency
Give Recognition
Provide Rewards
Planning
Time Management
Delegation
Administration
Analytical Skills
Decision Making
Risk Taking
Manage Change
Training
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Team Building & Communications
 Knowledge of Roles
 Respect for Each Other
 Rapport, Genuine Concern
 Identify Problem…Offer Solutions
Communications – “Over Communicate”:
• Questioning, Questioning & More Questioning
• Active Listening
• Empathy
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Do you have what it takes?
Personal credibility – your trustworthiness
Interpersonal skills – trusting others
Managerial skills – empowering others
Organizational skills – aligning with the goals
and objectives as well as the mission and vision
of the company
“Self Assessment and Evaluation Webinar” March 14
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Team Building and Communications
Communications,
Communications and
Communications…
 Written
 Verbal
 Non-Verbal
 Combination
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Questioning & Listening – “IT’S HUGE!”
 Key To Proper Communications
 Essential To Great Team Work
 No Such Thing As Over Communicating
 Questioning Skills
 Listening Skills
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Purpose of Questioning
 To identify the internal or external customer’s
problems or issues.
 To confirm any issues, concerns or problems
 Allows you to get control the conversation,
meeting or situation.
 Allows you to be able to gather information,
the other person will do most of the talking.
 This should result in the 75%/25% rule
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Criteria for Good Questioning
Be concise and clear
Be friendly, smile, ask easily answered questions
Require the person to think before responding
Require the person to compare new information to
existing situation
Focus on your result objectives, resolving issues
Avoid yes/no responses unless confirming a point or
verifying understanding
Avoid doubling questions into one.
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Effective Listening
Tolerate silence, it’s OK to just listen, wait
Ask stimulating, open-ended questions
Encourage the speaker with eye contact, good
body language, verbal assurance
Paraphrase speakers points
Show emotion, be a sympathetic listener
Correct for our own biases, prejudices
Avoid interruptions, early judgment
Summarize/confirm to assure your understanding
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Team Building
Methods for Managing Problem
Solving and Conflict Resolution:
 Competition – Win/Lose
 Accommodation – Lose/Win
 Avoidance – Lose/Lose
 Compromise – Win Lose
 Collaboration – Win/Win
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Moral and Ethical Absolutes
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Determine Specific Moral & Ethical Values
“Historically great leaders believe in, and are guided by moral and
ethical absolutes that govern decisions, discerning behavior…”

Guiding and leading with objectivity…

Guiding and leading with the right motives

Guiding and leading ‘through’ situations, circumstance
What are our…
1.
Values with regard to customers
2.
Values with regard to employees
3.
Values with regard to profits
4.
Values with regard to growth
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Yes, there are moral absolutes
“Leadership and character are inseparable…. With three (3)
distinct considerations…”
1. Moral absolutes guide decision making and taking action by
providing a “compass” pointing in the direction of right and
wrong… “Is what you’re doing a basic act of right (or wrong),
factually correct, clear of conscience???”
2. Moral absolutes incorporate the sense of intent, the motive
behind the decision or action… “Are my motives honorable and
for the best, for the customer, employees and company???”
3. Moral absolutes consider the situation, “Is this the best
decision I can make related to these circumstances???”
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Yes, there are ethical absolutes
 Very simply, workplace behavior ethics is doing the right
thing for the sake of one’s personal integrity and with regard
for some “Higher Authority”.
 When the vertical (spiritual) relationship is right, the
horizontal (people-to-people), relationships will fall into their
proper place.

There is the idea here that we go the extra mile to make sure
that our business and workplace behavior ethics are above
reproach at all times and that we work not just to please
ourselves, but for the welfare of others, customers and
employees, and pleasing to our company mission, vision and
profitability. Frankly, considering moral conduct and
personal faith…
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Assess your leadership skills
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What is Leadership?
1.Be a living example of the MORAL AND ETHICAL behavior that is the foundation
of LEADERSHIP
2.Have “PASSION” for the motivation and empowerment of people as well as for
the mission, vision and purpose of the company or organization
3.Understand the impact of communications especially as it relates to
ORGANIZATIONAL STRUCTURE and OPERATIONAL MODEL
4.EMPOWERING PEOPLE is also known as delegation; training, coaching and
mentoring to develop managers and leaders is essential
5.Ownership, ACCOUNTABILITY and RESPONSIBILITY are also foundational to
leadership in action
6.TAKE INITIATIVE with courage and honesty to develop action plans and methods
for tracking progress, both personal and corporate
7.LEARN TO BECOME A GREAT LISTENER, understanding and questioning
everything, other people listen to, and respond to listeners
8.CONTINUOUS LEARNING behavior is leadership by understanding the motivation
of people and remaining a student of wisdom
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Creating the winning teams
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Build & Motivate…Steps
1.
2.
3.
4.
5.
6.
Plan the direction of the business/area
Embrace cooperative action of delegation
Motivate and encourage others, empower
Determine specific issues and values
Walk the talk, “do the do”
Prioritize steps
7. Take action!
Expect to WIN !!!!!!!!!!
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Plan the Direction
 Developing a vision – understanding and
leveraging recurring themes and values
 Selling the vision -- presenting a compelling
vision of a possible future
 Enlisting others -- asking for help, showing
how they can make a difference
 Defining the company message to customers
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Embrace Cooperative Action, Empower
A.
B.
C.
D.
E.
F.
G.
H.
I.
Initiating Team Planning Meetings
Planning, setting team goals
Agree to cooperative expectations
Empowering followers
Encouraging initiative
Delegating authority
Coaching, monitoring
Tracking performance
Providing constructive feedback
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Motivate & Encourage Others
 Acknowledging and agreeing to the mission,
vision from planning
 Recognizing individual and team success
contributions
 Giving positive feedback
 Celebrating accomplishments
 Reinforcing teamwork
 Rewards programs
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Determine Specific Issues, Values
Review the current situation
Interview and evaluate for relevant information
Assess and determine issues, obstacles, conflicts
Determine the values and principles relative to
moving forward
Prioritize the issues, obstacles, conflicts
Set forth initial action items
Formal action plan
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Planning, Priorities, Actions, Measurement
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Walk the Talk, Exemplify, “Do the do”
Involvement -- setting an example of
personal commitment
Aligning actions with values
Committing to quality outcomes
Helping solve problems
Being persistent
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Prioritize Steps
 What is the goal – Objectives?
 What is required? Obstacles?
 What gives the greatest return, reward?
 What steps will we take first
 Based on initial goals
 To overcome objectives
 To provide return on investment, rewards
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Take Action!
Win all the time!
 Action Plan – Based on expectations,
objectives to address issues, values
 Individual Action Items
 Who will do it?
 When will it get done?
 What resources are needed?
 How will we measure?
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Leading today’s organizations
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As you rise in leadership,
responsibilities increase and
“rights” decrease.
“The Cost of Leadership”
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Traditional Organizational Model
Your Organizational Model
Quality service considers the “People
Dimension”…what does your team look like
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People Profile
3%
Winners
10%
Achievers
60%
Just Making It Through the Day
27%
Takers
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27%
The goal of a 27 percenter is to get something for
nothing – takers in life!
Creates problems
Eats up your time
Tests your policies/processes
Brings adversarial attitude
Respects strength, firmness
Wants you to cater to them
Backbites
Synthetic self-image
Critical of others
Can’t admit mistakes
Can’t see other’s ideas
Doesn’t understand
Works poorly on teams
Defensive – tense
To quote a friend of mine, Barry Burnett:
“This is the negative, bottom-feeding, sink hole of an individual.”
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60%
The goal of a 60 percenter is to make it through life
– usually one week at a time!
Acts/decides slowly
Resists change
Fears confrontation
Distrusts others
Needs reminders/reassurance
Requires detailed instructions
Requires proof of new ideas
“Lays in the weeds”
Poor self-image
Sensitive to criticism
Lacks confidence
Needs approval
Indecisive
Low energy & drive
Poor self-discipline
Undependable
“Get a life and stop wining, you can do it.”
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10%
The goal of a 10 percenter is to achieve!
Participates in meetings,
Presentations
Asks questions
Straightforward & honest
Will agree to change or new ideas
if benefits are there
Wants to see value, progress
Good self-image
Tolerant of others
Accepts ideas from others
Understands others needs
Comfortable with people
High energy & drive
Works well on teams
“Lovin’ life, makin’ friends and gettin’ ‘er done.”
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3%
The goal of a 3 percenter is to win!
Influential & respected
Clearly defined goals
Pursues goals diligently
Likes to take control
Commands high respect
Acts based on needs
Loves to work with confident
and committed people
Admits mistakes
Communicates well
Confident
Persuasive
Calm, relaxed
Less need for approval
Gives approval readily
Positive – Selfdisciplined
“Attracts the best in life…Gotta give some back.”
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Law of the Inner Circle
5 types of people to bring into your inner circle:
People with potential value
People with positive value
People with personal value
People with production value
People with proven value
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“We are not responsible for the whirlwind of
circumstance, only our attitude and response as a
result…”
Leadership Assessment Webinar: March 14 ‘11 1:30
Consider Your Action Plan:
Leadership Skills Evaluation
Empowering Teams – Change Management
Strategic Business Planning
Actions, Coaching & Mentoring
Measurement & Metrics
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Contact James & Robert
wwwGrowHVAC.com
www.RobertWilkos.com
www.JamesGraening.com
330.807.6648
jgraening@neo.rr.com