Download - Peaking With People
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Peaking With People
Leading Your Teams To Success!
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What were our learning from theactivities just conducted?
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T eam Work
Create T ask
Measure Growth
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T eam Work
Two-way communicationSupport PraiseEncourageProvide FeedbackFacilitateProbeListenReinforce
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What is the first thing that youwould do as a leader?
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Perceptions
Perceptions What is it that you have and I don t? Leader or Buddy? Knowledge levels Communication styles
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T he Fears We Have
Fear of Change
Fear of Failure
Fear of Lack of ControlFear of the Unknown
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Fear is the darkness where
negatives are developed
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Goal Setting
Goals are not necessarily SPH oriented
AmbitionDevelopmental goals
Visualize a growth path
SWO T analysis
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Set four individual goals for the next
four months keeping in mind yourambition
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Leader as Change Agent
D o we need a change agent?
What is a change agent?
How should a change agent act?
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Success Factors
Individual competenceExperience in the front line of serviceRespect of customers
Respect of colleaguesSupport of loved onesFormal educationSupport from the organization
Support from the bossOtherLuck
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Seven Leadership Roles
Role 1 The Connector
Purpose : Build and enhance relationships
Role 2 The Problem Solver
Purpose : Produce results
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Seven Leadership Roles
Role 3 The Evaluator
Purpose : Enhance individual performance
Role 4 The NegotiatorPurpose : Serve the customer by achievingconsensus
Role 5 The Healer
Purpose : Mend the fabric of organizational life
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Role 6 The Protector
Purpose : Diagnose & respond to threats to
organizational well being
Role 7 The Synergizer
Purpose : Create a whole greater than the sumof its parts
Seven Leadership Roles
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T he Connection Ladder
Commitment
Empowerment
Empathy
Involvement
Awareness
Contact
Indifference
AvoidanceHostility
Contempt
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Leadership Styles
T elling
Selling
T esting
Consulting
Joining
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What is communication?
T he Communication Process
How significant is it?The three dimensional communicationHow can you communicate most effectively with people?
Non verbal communicationWhat are the greatest dangers in communicating with
agents?
What kind of things should I tell my boss?Transparency a weakness or a strength?
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Activ
ity
Little Attentions
With your respective partners, role play the followingactivity
What I did last night?
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Motivation
What do agents want in life?Which need is the most powerful?
Why do people act the way they do?
In what way can a job satisfy one s needs?
How does dissatisfaction differ from satisfaction?
People centered approach/process centered approach
Is the objective of motivation to have one big happy
family?
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T he Coffee BreaksJanet and Martha are colleagues in a bank. For several months
they relieved one another for their breaks . However, anew supermarket opened next door and there was a largeinflux of customers wanting to cash checks everyday rightafter 1000 hrs
Jack the boss, asked Martha to postpone her break from 1015hrs to after 1030 hrs, but, told Janet she could continue onthe same break as before.
Martha found this unfair and voiced her opinion to Jack. If
anyone should postpone her coffee break, it should be Janetbecause she had had the early one for a long time.
When Jack asked Janet about it, she said that she had beenhandling the peak load alone from 1000 hrs to 1015 hrs for
a long while and she should get the choice
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What would you do?
Tell Martha she is selfish for not going along with a
simple request?
Agree to Martha s suggestion and tell Janet to
comply
Point out that morning hours are busy for only a veryshort time and this should not be an issue
Set up a rotating schedule
T he Coffee Breaks
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Building People
T ask
GroupIndividual
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Defining the task
Making a plan Allocating work and resources
Controlling quality and tempo of work
Checking performance against plan Adjusting the plan
Task Needs
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Listening with understanding to each
individual
Giving support and encouragement to ideas
and people
Dealing with individual problems
Recognizing and using individual abilities
In dividualNeeds
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Setting standards
Building team spirit
Maintaining discipline and unity
Involving group as a whole in achieving theobjectives
Ensuring communication within the groupT raining the group
Gro upNeeds
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Building People
Responsibilities
Feedback Mechanism
Coaching
Analyzing
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SWO T Analysis
What is a SWO T Analysis?
How does it help?
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Eureka Statement