training techniques training - day 1 learning principles

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IMPROVED STRATEGIC MANAGEMENT CAPACITY PROJECT

November 2013

Training Techniques Training – Session 1Jocelyne Rasé

Principles of Learning & Introduction

Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse

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The learning curve


edilmektedir Learning is a process


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One single subject


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People Retention


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Outcome for this week• Make a 10 min presentation on a topic of your choice

related to Strategic Management

• Preferably a presentation you can actually make in your department to explain what SM is

• You can work individually or as a group, as long as everyone presents for 10 min

• You can pick one of the 5 topics identified in mod I


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5 topics identified1. How to get engagement and support from the under secretary of

your institution? What actions would take? How would you do it?

2. How to make more coherent the various SM documents. Which ones? and how?

3. Choose 3 strategic areas relevant to your institutions and define the main priorities and the KPIs – Key Performance Indicators - for each of them

4. What measures would you take to improve the SM capacity in your institution?

5. How would you ensure that there are more incentives to comply with the SM measures?


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Making a Presentation

• It is your chance to show Leadership

• Be the center of attention – do not hide or apologise!!!

• Make eye contact with everyone BEFORE you start

• Demand attention - never start talking until you have complete silence

• Move around - Own the space - This is your show!!!!

• Address the people who are distracted or distracting


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Assess your audience


edilmektedir Evaluating existing competences+ Gap analysis


edilmektedir Assessing blocking factors

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Awareness Do they know that they need to change?

Desire Do they want to change? What is in it for them? What are the consequences for them of not changing?

Knowledge Do they have the required knowledge? How can they acquire tit?

Ability Are they able to apply skills and knowledge? Is coaching/support required?

Reinforcement What happens when they do (or do not) display required behaviour or way of working? Is there positive reinforcement when they do? Are there negative consequences when they do not


edilmektedir Developing competences

Competence

VALUES

KNOWLEDGE MOTIVATION

Do they want to do it?

Do they have the right mind-set?VALUES - REPUTATION• Efficiency• Effectiveness – 20/80 rule• Continuous improvement• Learning agility • Culture of feedback

Do they know how do it?SKILLS• Technical Mastery• Training - Support• Results Orientation• Strategic Judgment: working for the greater good – helicopter vision

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ATTITUDE• Sense of purpose• Assertiveness• Optimism• Openness to new ideas• Collaboration

- willingness to work in a team & share best practices & lessons learned• Sharing with others - transmission of knowledge


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Assessing trainees

Grumpy Expert

I can do it but I don’t WANT to

EXPERTI am able, eager

and willing

OK if I do OK if I don’t I could do it but I don’t see WHY

Can’t DoWon’t Do

Eager NoviceI want to do it

but I don’t know HOW

Will

Ski

ll


edilmektedirPeople have different modes of operationI Relationships E

How people interact with others

Thinks out loud ExtravertLearns through interactions

Introvert – reflective – time to think first

P Information C

How people handle information

Operational - Detailed Conceptual - Creative - Innovative

A Decisions B

How people take decisions

Analytical - Logical Emotional – Connection - Beliefs

S Organisation F

How people organise themselves and others

Structured, methodical Open to possibilities Flexible


edilmektedir Use both sides of the brain

Focus on tasksDetailsFactsLogicAnalysisReasonStructureMethodSystem

Focus on relationshipsConceptsTheories

IdeasFeelingsOpinionsHarmony

ConnectionOptimism


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REFLECTORS

THEORISTS

PRAGMATISTS

ACTIVISTS

People learn differently…


edilmektedir What do Activists do best?

Activists involve themselves fully in new experiences

• They like new problems and opportunities from which to learn

• They get involved in short “Here and Now” activities

• They tend to have a high visibility – they talk to a lot of people

• Extravert – Practical

Learn by doing


edilmektedir What do Reflectors do best?

Reflectors like to ponder experiences and observe

• They observe, think, and reflect over activities

• They think before acting and to assimilate before commenting

• They review what has happened and what they have learned

• They reach a decision in their own time without pressure and tight deadlines

• Introvert – Analytical thinker – Structured

Think first


edilmektedir What do Theorists do best?

Theorists integrate observations into logical sound theories

• They explore methodically the associations and inter-relationships between ideas, events and situations

• They set structured situations with clear purposes

• They question and explore basic methodology, assumptions or logic behind something

• They like being intellectually stretched – they do research

• Creative – Analytical thinker


edilmektedir What do Pragmatists do best?

Pragmatists are keen on trying out new ideas and see if they work in practice

• There see the link between the subject matter and problem or opportunity on the job

• They need techniques for doing things with obvious advantages currently applicable to their jobs

• They concentrate on practical issues

• Practical – Operational – Hands on


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Time Out


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Communication


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Miscommunication


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The purpose of communication is to influence…


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How do you communicate what

you stand for?

Choose 4 words you want to be known for…

How do you communicate your

?


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Words • Content• Precision • Clarity

Dance• Eye contact • Expression • Posture • Gestures • Movement

Music• Voice tone • Pitch • Pace• Power • Flow


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Exercise

The candidate• You are meeting a potential employer and you introduce

yourself as a strong candidate• How do you communicate those 4 values?

The employer• Say the 4 words that come to mind after meeting that

person• Give feedback on how to improve the candidate’s

introduction


edilmektedir Nonverbal Communication Barriers1. Flashing or rolling eyes

2. Quick or slow movements

3. Arms crossed, legs crossed

4. Gestures made with exasperation

5. Slouching, hunching over

6. Poor personal care

7. Doodling - scribble

8. Staring at people or avoiding eye contact

9. Excessive fidgeting with material

How will you communicate your 4 values

NON – verbally?


edilmektedir Handshake

Eye Contact

Body language

Read Article: « The power is in your hands »


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More intimacy

Control over the receiver by blocking his right hand


edilmektedirPalm up and open: open honest approach

Finger pointing = symbolic club to beat listener into submission

Authority without aggressivity

No weapon are being held or

concealed

Palm down: Authority, demands

submission


edilmektedir Body language

Posture & Space

Open or closed gestures

Appropriate distance


edilmektedir Be aware of space - don’t invade the bubble

Intimate. <0.5 m

Personal 0.5 m - 1 m

Social - 1 to 3 m

Public – beyond 3.5 meter


edilmektedir People who hold something in their hand are perceived as more powerful.


edilmektedir Holding power in your hands


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1. Attacking (interrogating, criticizing, blaming, shaming)• "If you were doing your job we probably wouldn't be in this situation, would we?”• "Have you followed through with the training we asked you to do? “• "From what I can see, you don't have the capacity to understand Strategic Management”

2. "You Messages" (moralizing, preaching, advising, diagnosing)• "You don't seem to understand how important it is for your department to get help with strategic management”• "You obviously don't realize that if you were following the right steps of SM, you wouldn’t have this problem.” • “You don't seem to care about what’ s going on in this Ministry”

3. Showing Power (ordering, threatening, commanding, directing)• "If you don't voluntarily agree accept our guidelines, we can report you to your manager. • Go ahead and file a complaint if you want to.”• "I'm going to write a letter of complaint to the Minister and have this in your file if you don't stop contradicting

me each time I offer a suggestion about SM”

4. Other Verbal Barriers: shouting, name calling, refusing to speak.

Verbal Communication Barriers


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What type of relationship do you want?

PARENT

ADULT

CHILD

CONTROLLINGPARENT

CPNURTURING

PARENTNP

FC

RC

CC

REBELLIOUS CHILD

NATURAL CHILD

COMPLIANT CHILD

I am the boss Do it MY way or else… That is stupid! You should… You must, You have to… You ought to know better

Everything is OK I

understand I will help you If it

goes wrong, I will fix it It will be good for you I’ll do that for you

Everything will be fine in the end

Don’t worry, be happy! I never worry, I am happy!!! I like it! Terrific! Great! Lets have fun! Lets be optimistic no matter what No responsibility No true accountability No effort

I don’t want to do it! I will never…!

I will take risks

I will manage on my own I don’t

need you! I don’t care about what

people think!


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Influencing Tips• Talk less, listen more People are less likely to resist when you show them that you understand their concerns.

Listen to their feelings, worries and make sure your solutions include them

• Make them like you – Be charming It is hard to say NO to someone you like. We tend to like people who share our

background and interests, so play up similarities. Flattery works – be sincere.

• Do a favour Doing something for someone gives you influence.

Everyone understands the need to repay later what another person has given them. (ex: win-win – giving free candies with the bill in restaurants)


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Tips• Adjust your heart beat to theirs To be influential with someone, you need to be on the same wavelength, in sync,

aligned, connected.. Mimicking & mirroring are important techniques of engagement. Only when your hearts beat as one, can you truly negotiate a win-win solution.

• Promise satisfaction No matter how tense the conversation, promise that something good will come

out of it for all involved.

• Be clear of what you want – ask for it Many people are willing to comply but they don’t know exactly what they should do…

Tell them. Making comments, giving hints or hoping that people will read between the lines is ineffective and counter productive.


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Tips• Always give the person a choice People are more likely to agree with you when they have the option of saying NO.

The more freedom you give people after you explained what you expect of them, the more they will submit to your will. Resistance often comes from the lack of choice.

• Call for action Plan for the next step.

• Always thank the person for their cooperation, time, attention, etc. Make the person feel good about themselves.

They might not remember what you said but they will remember how they felt.


edilmektedirUse winning – compelling – potent words… JC Penneys• Coupon• Best deal • Inexpensive

• Free

Online shopping• Convenient

• Easy • Simple• Fast• Cheaper• Practical• Time saving

Apple• Elegant• Intuitive• The best • Fast

Smart Phones• Multi-tasks • Different• Indispensible • Unique • New

Volvo• Security

• Safety • Guaranteed

• Reliable

Pharmaceuticals• Proven • Researched • Tested• Evidence• Safe• Effective


edilmektedir Use compelling words for SM…

• Effective• Valuable – added value• Useful• Innovative• Accountable• Transparent• Easy to adapt• User friendly• Practical

• Joint venture• The same for all ministries• Applicable in public services• Connected with environment• Aligned with international

organisations


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• Three little pigs, three blind mice, etc• The Father, the Son and the Holy Ghost

Comic triple: • There is an Englishman, a Scotsman, and an Irishman• The joke about the blonde, the brunette and the redhead• Let me tell you the joke about a priest, a rabbi and president Bush• How do you get to my place? Go down to the corner, turn left, and get lost.

Political slogans• The party of the left, the party of the right and the centrists• Government of the people, by the people, for the people• Vini , Vedi Vinci• Segregation now, segregation tomorrow, segregation forever• Blood, sweat and tears


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• Some some people think A is the solution

• Others think B is better

• I believe that C will help us meet our objective… and I would like to explain why…

C could be a combination of A&B or something totally different and original


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How would you apply the rule of three?A: Some colleagues think that the Turkish government is doing well

when managing public funds. We are on the right track..

B: Others feel that the the way public administrations manage public funds in Turkey is catastrophic.

C: I believe, that even though much has been done, progress still needs to be made if we want to be aligned with the best practices of OECD countries


edilmektedir Verbal Messages

Paraphrasing - a brief, succinct statement reflecting the content of the speaker’s message

Reflecting Feeling - a statement, in a way that conveys understanding, of the feeling that the listener has heard.

Summarizing - a statement of the main ideas and feelings to show understanding.

Questioning - asking open questions to gain information, encourage the speaker to tell her story, and gain clarification.


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• How would you introduce yourself and explain your role as SM Facilitator?

• What do you say to catch attention, grow interest and have influence?

• What do you want him/her to remember?

EXERCISE – sub groups


edilmektedir Introducing yourselfAbout YOU

I am… I am responsible for… I report to…I stand for, I believe, I value … (working together – being aligned)

About WHAT YOU WANT THE PERSON TO REMEMBER My mission is… This is how I do it… The result will be…


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Phone Pitch• Be upbeat: No one likes to talk to a dull voice.

• Have a concise agenda and stick to it: Get to the point simply and quickly so that the person on the other end of the line is immediately sure why you are calling and what you need from them

• Soothe yourself: Drink a hot beverage first. You do not want to feel or sound hoarse

• Make sure you can be heard: Keep distractions to a minimum by using a landline and make sure there is no interference

• Don’t speak too quickly: Take a deep breath before making a phone call. Be aware of the pace of your speech.

• Listen more than you talk: Defer attention to the person rather than talk about yourself

• Make sure there are no distractions: Be sure to keep background noise to a minimum by closing your door


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Phone Pitch

You call a Head of… and you would like to come to the Unit

to make a short presentation on SDU to all team members

What do you say to catch his attention and get an appointment?

On the phone


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edilmektedir Before you do anything, remember….About YOU

I am… I am responsible for…I promise… I value… (working together – being aligned)

About WHAT YOU WANT

The purpose of my call is…

I / we have a problem & I would like to offer a solution

I would like you to… / I need from you…


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08/04/2023 59

Make a case for yourself instead of

trying to convert the other person

to your views


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DON’T PLAY PING PONG

VALIDATE

HOWEVER


edilmektedir Getting a YESPrinciples & values • ‘Respect for tradition is more important than success’ • ‘Fairness is more important than results’ • ‘Being appreciated is more important than being right’How can we appeal to respect for tradition, fairness, and popularity and still implement the reform?

Beliefs & opinions • As a result of the implementation of the reform, people will lose their jobs• “Reforms never last… you just have to wait and see…”• “People who work in public administrations are more rigid than people in private

organisations”How can we challenge their thinking? – by coaching (Day 4)

Needs & wantsAsk people what they need or want to support the reform?


edilmektedir Getting a YES

• What are the Principles & Values of the person?

• How can you appeal to these values to present the strategic management initiatives that supports the reform?

• What are the Beliefs & Opinions that might block the person?

• How can you challenge their thinking?

• What are their Needs & Wants

• How can you ask them what they need or want to support the reform?


edilmektedir Different people have different needs

EXPRESSIVEDRIVER

ANALYTICAL AMICABLE

Task focused

LOGIC& REASON

People focused

EMOTIONS

EXTRAVERT

INTROVERT

63


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EXPRESSIVEDRIVER

ANALYTICAL AMICABLE

Task focused

LOGIC& REASON People focused

EMOTIONS

EXTRAVERT PULL: Let me show you how…

SHOW POSSIBILITIES

COACH

NURSE: Let me help you

GIVE PERSONAL SERVICE

MAINTAIN THE RELATIONSHIP

EXPLAIN: Let me give you some detailed information so you can think about it

BE AN EXPERT

PUSH: This is what you need

SHOW PROS + CONS

CONVINCE - SELL

Change your style to meet the person’s needs

INTROVERT


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Phone Pitch - SDU

You have a telephone conference with a Head of… and you need to discuss an important change in the unit

in order to follow the guidelines issued by the strategic management development project.

What do you say to catch his attention and influence him?

On the phone


edilmektedir Defending YOUR point of view, not diluting your message

• May I play the devil’s advocate?

• I think differently, may I explain why?

• May I disagree with you for a moment?

• I would like to counter your argument

• I believe differently and I would like to tell you why

• I have a different view on the topic; may I explain it?

• On one hand this, on the other hand that…

• Some people might disagree with your point and say…

• Some people think A, others think B, I would like to defend C (rule of 3) 66


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Preparation• Work on your 10 min presentation on a topic of your choice

related to Strategic Management

• A presentation you can actually make to your colleagues/ manager to explain what SM is, and how relevant it is to them

• You can work individually or as a group, as long as everyone presents for 10 min

• You can pick one of the 5 topics identified in mod I


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5 topics identified1. How to get engagement and support from the under secretary of

your institution? What actions would take? How would you do it?

2. How to make more coherent the various SM documents. Which ones? and how?

3. Choose 3 strategic areas relevant to your institutions and define the main priorities and the KPIs – Key Performance Indicators - for each of them

4. What measures would you take to improve the SM capacity in your institution?

5. How would you ensure that there are more incentives to comply with the SM measures?


edilmektedir Assignment

training techniques training - day 1 learning principles

Education