bc-ccip-104 - customer handling skills and knowledge · •morale is high as group members actively...
TRANSCRIPT
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TWI 101
Course Name 400 – LEADERSHIP AND PERSONAL EFFECTIVENESS
Duration 2 Saturdays, 8.00am – 10.00am each Saturday
Course Objectives To understand and develop the competencies for effectiveness in our
personal lives and ministries.
Course Outline Class 1
Leadership
Class 2
Team Building
Belbin Test Analysis
Class Test
Requirement
for completion
Completion of Module 300
Recommended
Reading
Spiritual Leadership by Henry and Richard Blackaby
Contact Information [email protected]
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CLASS 1
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Time Program Mins Anchor
8:00 – 8:05 Brief Prayer Session 5 Facilitator
8:05 – 9:25 Lecture 80 Facilitator
9:25 – 9:55 Class Activity 30 Facilitator
9:55 – 10:00 Closing/Announcements 5 Class Registrar
Order of Program
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LEADERSHIP AND LEADERS
Leadership is the process of influencing, inspiring and motivating diverse individuals to achieve set goals, objectives and visions.
It is a state of mind.
WHAT IS LEADERSHIP?
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LEADERSHIP AND LEADERS
A Leader:1. Articulates and embodies a vision
and goals, and enables others to share and achieve them.
2. Inspires through personal trustworthiness & self-confidence.
3. Communicates a vision that turns self-interest into commitment to the job.
WHO IS A LEADER?
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THE NATURE OF LEADERSHIPA leader has to be an energizer and a motivator, someone who inspires and guides others, who energizes the system, and generates the magic that makes everyone want to do something extra.
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THE NATURE OF LEADERSHIP
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ELEMENTS OF LEADERSHIP
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Leadership is vision oriented
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Leadership is a relational concept.
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Leadership is a process.
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Leadership requires motivating others to take action.
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It is not an
appointment it is an
attainment.
It is not about leading
people it is about
leading a task
accomplishment.
The real worth of a
leader is in the value he
adds.13
What
Leadership
is NOT
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LEADERSHIP SKILLSTYPES OF LEADERS
BOTTOM LINE
Three out of four of these qualities are acquired. Leadership is more of a competence
that you acquire than a talent that you are born with.
THE LEADING LEADER
Is born with leadership qualities
Has seen leadership modelled
throughout life
Has learned added
leadership through training
Has
self-discipline to become a great leader.
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LEADERSHIP SKILLSLEVELS OF LEADERSHIP
POSITIONAttained by Rights - People follow because they have to follow
Note: Your influence will notextend beyond the lines ofyour Job description. Thelonger you stay here, thehigher the turnover and thelower the morale.
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LEADERSHIP SKILLS
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PERMISSIONAttained by Relationships: People follow because they want to.
Note: People will follow you beyondyour stated authority. This level allowswork to be fun.
Caution: Staying too long on this levelwithout rising will cause highlymotivated people to become restless
LEVELS OF LEADERSHIP
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PRODUCTIONAttained by Results: People follow because of what you have done for your organization or the society.
Note: This is where success issensed by most people. Theylike you and what you are doing.Problems are fixed with verylittle effort because ofmomentum.
LEADERSHIP SKILLSLEVELS OF LEADERSHIP
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PEOPLE DEVELOPMENTAttained by Reproduction: People follow because of what you have done for them
Note: This is where long-rangegrowth occurs. Your commitmentto developing leaders will insureon-going growth to theorganization and to people. Dowhatever you can to achieve andstay on this level.
LEADERSHIP SKILLSLEVELS OF LEADERSHIP
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PERSONHOODAttained by Respect: People follow because of who you are and what you represent.
Note: This step is reservedfor leaders who have spentyears growing people andorganizations. Few make it,those who do are larger thanlife.
LEADERSHIP SKILLSLEVELS OF LEADERSHIP
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CRITICAL COMPONENTS OF EFFECTIVE LEADERSHIP
• Self Management
• Task Management
• Time Management
• Resource Management: This
will be dealt with extensively
in Module 600.
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SELF MANAGEMENT
A man without self-control is like a
city broken into and left without
walls.
Prov 25:28 ESV
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Efficient self management is what determines your level of accomplishment.
22
Psalms 78:72 - So he led them according to
the integrity of his heart; and guided them
by the skillfulness of his hands.
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SELF MANAGEMENT REQUIRES:
• Setting order over your life
• Setting boundaries
• Dogged pursuit of vision
• Deploying energy
• Setting goals and pressing to achieve them
• My right to make a profitable choice must not be taken away from me.
• Making quality decisions and standing by it (being a law to oneself).
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Everyone is absolutely responsible for the outcome of their life.
Everyone who can work without serious supervision is a leader in the making.
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TASK MANAGEMENT
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EFFICIENT TASK MANAGEMENT
• The business that we don’t
invest our best in cannot
produce the best result.
• You can’t get out of any
task more than you are
willing to add to it.
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Only those who focus on their task, become front liners.
Our future is in the quality of our labour.
Prov 21:5 Steady plodding brings prosperity
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• No world changer runs a normal schedule.
• Until you are outside your comfort zone you can't make the greatest impact. Jude 1:3
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TIME MANAGEMENTQuote:Do you love life, don’t waste it, invest it,
that is what life is made of.
“Give me my youth back and I will pay
anything for it…”
Nnamdi Azikiwe.
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• Time is an asset of equality.
• It is the most precious asset on earth.
• Quality time investors end up as news makers.
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LEADER AS TEAM BUILDER
Cultivate a cohesive team
Promote team problem solving
Be loyal to your members
Help your members to manage and learn from their challenges
Care about your members
LEADERSHIP SKILLS
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All Cards on the Table
CLASS ACTIVITY
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All Cards on The Table
• Objective: This is to test your ability to think on your feetand strategize with others to achieve success underpressure.
• Tools Required: One deck of playing cards per team.
• Instructions: Next Slide
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All Cards on The Table1. Break into small groups having 10 members in each group.
2. Arrange the deck of cards as shown below.
3. All cards must be in neat tidy rows with no cards touching.
4. You have 15minutes to complete this task.
5. The first group to complete the arrangement wins the competition. Hint: Spend the first 5 minutes to come-up with a winning strategy.
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End of Class 1
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Order of Program
Time Program Mins Anchor8:00 – 8:05 Brief Prayer Session 5 Facilitator
8:05 – 9:35 Lecture 90 Facilitator
9:35 – 9:55 Class Test 20 Facilitator
9:55 – 10:00 Closing/Announcements 5 Class Registrar
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TEAM BUILDING
WHAT ISA TEAM?
A group organized to work together.
A team is a group of individuals working together to solve a problem, meet an objective, or tackle an issue.
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EFFECTIVE TEAM BUILDINGEffective work teams do not just happen miraculously; they are the result of careful planning and preparation.
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TEAM BUILDING
WHY DOTEAMS WORK?
The Whole is greater than the sum of its Individual Parts
Individuals bring a range of talents, knowledge, experience, contacts, etc.
Working together, a team can accomplish more
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TEAM BUILDING
BENEFITS OF WORKING AS A
TEAM
It gives a sense of accomplishment
It gives self-fulfilment
It helps team members to get more acquainted to one another thereby building a good working relationship
It leads to more participation in activities
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TEAM BUILDING
CHARACTERISTICS OFEFFECTIVE TEAMS
Share information openly
Participate in the team’s task
Encourage each other
Use all of the team’s resources
Effective Teams:
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WAYS TO DEMOTIVATE
Leaders avoid these things!
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WAYS TO DEMOTIVATE• Public criticism.• Failure to notice and appreciate good work.• Setting unachievable goals/deadlines.• Micromanagement• Direct or implied threats• Not explaining your decisions/actions• Withholding information• Not honouring creative thinking.• Lack of feedback• Giving out tasks without clear measures of
success.• Lack of clarity about work relevance
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The 5 Stages of Team Development
Forming
Storming
Norming
Performing
Adjourning
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The Forming Stage• The group is just starting to come together and is characterized with
anxiety and uncertainty.
• Members are cautious with their behavior, which is driven by the desire to be accepted by all members of the group.
• Conflict, controversy and personal opinions are avoided even though members are beginning to form impressions of each other and gain an understanding of what the group will do together.
• Some believe this cautious behavior prevents the group from getting any real work done. However, the focus for group members during the forming stage is to become familiar with each other and their purpose, not on work.
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The Storming Stage• The storming stage is where conflict and competition are at its greatest.
This is because now that group members have an understanding of the task and a general feel for who they are as a group and who group members are, they feel confident and begin to address some of the more important issues surrounding the group. Such issues can relate to things like the group's tasks, individual roles and responsibilities or even with the group members themselves.
• The storming stage is where the more dominant of the group members emerge, while other, less confrontational members stay in the comfort and security of suppressing their feelings just as they did in the previous stage. Even though these individuals stay quiet, issues may still exist. All members have an increased need for clarification. Questions surrounding leadership, authority, rules, responsibilities, structure, evaluation criteria and reward systems tend to arise during the storming stage. Such questions must be answered so that the group can move on to the next stage. Consequently, not all groups are able to move past the storming stage.
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The Norming Stage• Once a group receives the clarity that it so desperately needs, it can move
on to the third stage of group development, known as the norming stage.
• The norming stage is the time where the group becomes a cohesive unit.
• Morale is high as group members actively acknowledge the talents, skills and experience that each member brings to the group.
• A sense of community is established and the group remains focused on the group's purpose and goal.
• Members are flexible, interdependent and trust each other. Leadership is shared, and members are willing to adapt to the needs of the group.
• Information flows seamlessly and is uninhibited due to the sense of security members feel in the norming stage.
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The Performing Stage• The team reaches the performing stage, when hard work leads.
• Frictions are at the minimum.
• The team is achieving goals and scaling milestones.
• The structures and processes that have been set up are working well.
• As leader, you can delegate much of your work, and you can concentrate on developing team members.
• It feels easy to be part of the team at this stage, and people who join or leave won't disrupt performance.
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The Adjourning Stage• Many teams will reach this stage eventually. For example, project teams
exist for only a fixed period, and even permanent teams may be disbanded through organizational restructuring.
• Team members who like routine, or who have developed close working relationships with colleagues, may find this stage difficult, particularly if their future now looks uncertain.
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INDIVIDUAL EXERCISE
➢ Build productive working relationships
➢ Select and develop high-performing teams
➢ Raise self-awareness and personal effectiveness
➢ Build mutual trust and understanding
➢ Aid recruitment processes
➢ Belbin Team Roles measure behaviour, not
personality, and so can be defined as:
➢ A tendency to behave, contribute and interrelate
with others in a particular way.
BELBIN TEAM ROLESDeveloped by Dr. R. M. Belbin, it is used to identify people's behavioural strengths and weaknesses in the workplace.
This information can be used to:
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INDIVIDUAL EXERCISEBELBIN TEAM ROLES
IMPLEMENTER
Practical; Reliable; Efficient; turns Ideas into Actions; Organized; Disciplined; Hardworking
Tends to be Rigid; Slow to Respond to new possibilities.
POSITIVE CHARACTERISTICS
WEAKNESSES
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INDIVIDUAL EXERCISEBELBIN TEAM ROLES
COORDINATOR
Mature; Confident; Identifies talent; Clarifies goals; has a Strong sense of Objective; Delegates effectively.
Can be seen as Manipulative;
Offloads own share of work; not
very effective at “Crisis”
Management
POSITIVE CHARACTERISTICS
WEAKNESSES
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INDIVIDUAL EXERCISE
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BELBIN TEAM ROLES
PLANTER
Creative; Imaginative; Free-thinking; Generates Ideas and Solves difficult problems.
Often Weak In Communicating Ideas.
POSITIVE CHARACTERISTICS
WEAKNESSES
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INDIVIDUAL EXERCISEBELBIN TEAM ROLES
RESOURCE INVESTIGATOR
Outgoing; Enthusiastic; Communicative; Explores Opportunities and Develops Contacts.
Over-optimistic; Quickly loses Enthusiasm if the task is not stimulating enough.
POSITIVE CHARACTERISTICS
WEAKNESSES
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INDIVIDUAL EXERCISEBELBIN TEAM ROLES
SHAPER
Challenging; Dynamic; Thrives on pressure; has Drive and Courage to Overcome Obstacles; Has a Strong Desire for Achievement and Success
Often seen as Pushy and
Insensitive; prone to Provocation;
Offends people’s feelings.
POSITIVE CHARACTERISTICS
WEAKNESSES
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INDIVIDUAL EXERCISE
11/13/2018
BELBIN TEAM ROLES
MONITOR/ EVALUATOR
Serious-minded and Hard-headed; Strategic and Discerning; sees all Options and Judges accurately.
Lacks drive and ability to inspire others; can appear as boring and Overly Critical
POSITIVE CHARACTERISTICS
WEAKNESSES
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INDIVIDUAL EXERCISEBELBIN TEAM ROLES
TEAM WORKER
Cooperative; Diplomatic and Perspective; with a Strong Interest in People; Listens and Averts Friction.
May be indecisive in moments of crisis. Avoids confrontation.
POSITIVE CHARACTERISTICS
WEAKNESSES
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INDIVIDUAL EXERCISEBELBIN TEAM ROLES
COMPLETER/ FINISHER
Painstaking; Conscientious; Searches out errors; Polishes and Perfects; Able to carry any task through to its conclusion with complete thoroughness.
Inclined to Worry unduly; Anxious; Reluctant to Delegate; often Intolerant of people who do not share his/her standards.
POSITIVE CHARACTERISTICS
WEAKNESSES
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FINALLY….
If you ever have to tell your subordinates this, then you are not being an effective leader!
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THANK YOU…