Are you ready to lead ?
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Are you ready to lead ?
Facilitator: Dean Egan
INTRODUCTION
The information provided in this training program is
intended to be used as a guide for managers;
in their efforts to build human and social capital,
through, managing diversity, emotional intelligence,
positive reinforcement, building trust, teamwork,
managing conflict, communicating, empowerment,
and leadership.
OBJECTIVES
Understanding the evolution of management and how these changes have directly contributed to the increased demand for people-centered managers.
Understanding the important aspects of creating a positive working environment, that encourages employees to participate in the achievement of organizational goals and objectives.
OBJECTIVES
Understanding the direct effects or influences positive or negative, a manager can have on their employees.
Understanding the “big picture” and how a manager can contribute to the overall success of the company by meeting the individual needs of his or hers employees.
To gain knowledge in the following areas: Organizational Effectiveness; Cultural Diversity, and the Power of Emotional Intelligence.
Program Overview
Effective Managers Get Results With and Through Others
Organizational Effectiveness Effective Communications Leveraging Your Knowledge Customer Service Best Practices The Selling Process The Sales Presentation
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Definition of Management The Cycle of Continuous Improvement What Makes Effective Managers? The Effective Manager’s Skill Profile The 21st - Century Manager Four Basic Management Functions What is Your Managerial Type? What is Your Leadership Style? Seven People-Centered Practices
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
During the past several years, there have been many attempts to define what managers do and how they directly affect productivity and the overall success of a company. In today’s business world, managers must be people-centered and possess skills that focus on meeting the needs of their customers and their employees. At the same time, the manager, must effectively use all resources available to them, in achieving the companies’ goals and objectives.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Definition of Management: is the process of working with and through others to achieve organizational objectives in an efficient and ethical manner.
The Cycle of Continuous Improvement
People Products
ProductivityProcesses
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
People Skill development Motivation Teamwork Personal development and learning Readiness to change and adapt Increased personal
responsibility for organizational outcomes Greater self-management Decrease stress
The Cycle of Continuous Improvement
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
The Cycle of Continuous Improvement
Products Better quality goods and servicesGreater customer satisfactionJob creation
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Processes Technological advancements Faster product development and production cycle times System flexibility Leaner and more effective administration Improved communications and information flow Organizational learning Participation and ethical decision-making
The Cycle of Continuous Improvement
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Productivity Reduced waste Reduced re-work More efficient and of materials, human, financial
and informational resources
The Cycle of Continuous Improvement
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
What Makes Effective Managers? In general, effective managers are those who possess certain important skills and are able to use those skills in a number of managerial roles. No manager is to use any particular skill constantly or to play a particular role all of the time. However, these skills and abilities must be available when they are needed. These skills fall into three general categories: technical, conceptual, and interpersonal.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Technical SkillsA technical skill is a specific skill needed to accomplish a specialized activity. First-line managers need the technical skills relevant to the activities they manage.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Conceptual SkillsConceptual skill is the ability to think in abstract terms. Conceptual skill allows a manager to see the “big picture”, and understand how the various parts of an organization or idea can fit together.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Interpersonal SkillsAn interpersonal skill is the ability to deal effectively with other people, both inside and outside an organization.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
The Effective Manager’s Skill Profile Is able to clarify goals and objectives. Encourages participation, communication, and
suggestions from their employees. Plans and organizes to ensure a smooth workflow. Possesses technical and administrative expertise. Delegates work through team building, coaching, and
support. Provides honest and constructive feedback.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
The Effective Manager’s Skill Profile Keeps things moving forward - in the effort to meet
organizational goals and objectives. Controls details but not in a overbearing. Apply reasonable pressure for goals accomplishment. Empowers and delegates tasks and duties to others
while maintaining goal clarity and commitment. Recognizes and rewards good performance with
positive reinforcement.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
The 21st - Century ManagerToday’s workplace is undergoing significant and permanent changes. Organizations in every industry are redesigning processes, in the effort to achieve greater speed, efficiency, and flexibility. This evolution has created the new participative type manager. The managerial shift was necessary for a 21st Century workplace environment to encourage employee participation.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
The 21st - Century Manager Their primary role is to be a facilitator, team member,
teacher, advocate, sponsor, coach, and partner. They must desire a life-long of learning, and becoming
a generalist with multiple specialties. Determines compensation based on skills and results. An advocate for a multicultural and multilingual
working environment.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
The 21st - Century Manager Maintain technical and interpersonal knowledge. They view people as a primary resource. Acknowledges ethical considerations and
differences. Possesses a cooperative nature that creates win-win
solutions.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Four Basic Management FunctionsAt any given time, managers may engage in a number of functions simultaneously. However, each function tends to lead to the next function.
Planning
Organizing
Leading &
Motivating
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Planning: establishing organizational goals and deciding how to accomplish them. Organizing: the grouping of resources and activities to accomplish some end result in an efficient and effective manner. Leading and Motivating: is the process of providing reasons for people to work in the best interests of an organization.Controlling: is the process of evaluating and regulating ongoing activities to ensure that goals are achieved.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
What is Your Managerial Type?This section will help you determine your managerial Type or style. Knowing your primary style, gives you a competitive edge, and helps you when handling all Types of interactions with customers and employees.
What is Your Managerial Type?
The Director
The Mentor
The Supporter
The Delegator
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
The Director defines goals, roles and allows the employee to take the lead. The Director will help develop a plan, show the employee how to implement the plan, and give examples of how the plan will work.
The Mentor will encourage employee participation and will actively listen to employee ideas, provide alternatives and give ideas on problem solving.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
The Supporter will encourage employees to take the lead in all phases of action. The supporter will ask questions, and act as a sounding board to the employee. The Delegator expects the employee to take complete control and responsibility. Managers who are delegators will allow the employee to work independently and use their own judgment.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
What is Your Leadership Style?This section will help you determine your leadership style. Leadership has been defined; as the ability to influence others. A leader has power and can use it to affect the behavior of others. Leadership is different from management in that a leader strives for voluntary cooperation, whereas a manager may have to depend on coercion to change employee behavior.
What is Your Leadership Style?
Authoritarian Leader
Laissez-Faire Leader
Democratic Leader
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
The Authoritarian Leader is one who holds all authority and responsibilities, with communication usually moving from top to bottom. The Laissez-Faire Leader is one who gives authority to employees and allows subordinates to work as they choose with a minimum of interference; communication flows horizontally among group members.The Democratic Leader is one who holds final responsibility but also delegates authority to others, who help to determine work assignments; communication is active upward and downward.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Seven People-Centered PracticesHow important are people? For better or for worse, as a manager you are responsible for the success of the team.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Job security (to eliminate fear of layoffs). Careful hiring practices (ensuring a good fit
with job requirements and company culture). Empower your employees (through delegation
and teamwork). Generous pay for performance.
EFFECTIVE MANGERS GET RESULTS WITH AND THROUGH OTHERS
Continued training. (training should be on-going) Less emphasis on status and focus on building the
“we” feeling. Trust building through sharing of information.
ORGANIZATIONAL EFFECTIVENESS
Organizational Resources Establishing the Right Plan What is Total Quality Management? Principals of TQM Managing Total Quality (TQM)
ORGANIZATIONAL EFFECTIVENESS
Organizational ResourcesEffective Managers coordinate and leverage all organizational resources to achieve the goals of the organization.
Management Organizational
Goals
Material Resources
Informational Resources
Financial Resources
Human Resources
ORGANIZATIONAL EFFECTIVENESS
Human ResourcesPerhaps the most important resource of any organization are its human resources - people. In fact, some firms live by the philosophy that their employees are their most important assets.Financial ResourcesFinancial resources are the funds an organization uses to meet its obligations to investors and creditors.
ORGANIZATIONAL EFFECTIVENESS
Information ResourcesMany organizations have increasingly recognized the value of information. Materials ResourcesMaterial resources are the tangible, physical resources an organization uses.
ORGANIZATIONAL EFFECTIVENESS
Establishing the Right Plan to Accomplish Goals andObjectivesA goal is an end result that an organization is expected to achieve over a one-to ten-year period. An objective is a specific statement detailing what the organization intends to accomplish over a shorter period of time.
Establishing the Right Plan
Strategic Plans
Broad guide for major policy setting; Designed to achieve long-term goals; Set by board of directors and top management
Tactical Plans
Smaller-scale plan to implement strategic plan; May be updated periodically; Easier to change than strategic plans
Operational Plans
Designed to implement tactical plans; Plan is one year or less; Deals with how to accomplish specific objectives
Contingency Plans
Outline of alternative courses of action if other plans are disrupted or non-effective; Used in conjunction with strategic, tactical, and operational plans
Types of Plans
ORGANIZATIONAL EFFECTIVENESS
Strategic Plan: is an organization’s broadest plan, developed as a guide for major policy setting and decision-making.Operational Plan: is a type of plan designed to implement tactical plans. Tactical Plan: is a smaller-scale plan developed to implement a strategy. Contingency Plan: is a plan that outlines alternative courses of action that may be taken if an organization’s other plans are disrupted or become ineffective.
ORGANIZATIONAL EFFECTIVENESS
What is Total Quality Management?TQM is defined as the organization’s culture, including, how upper management supports And encourages, the constant attainment of Customer satisfaction through an integrated system of tools, techniques and training.
ORGANIZATIONAL EFFECTIVENESS
Principals of TQM Doing it right the first time to eliminate costly
reworks. Listen to and learn from customers and employees. Make continuous improvements an everyday matter. Build teamwork, trust, and mutual respect.
ORGANIZATIONAL EFFECTIVENESS
Managing Total QualityTotal quality management (TQM) is the coordination of efforts directed at improving customer satisfaction, increasing employee participation, strengthening supplier partnerships, and facilitating an organizational atmosphere of continues quality improvement.
ORGANIZATIONAL EFFECTIVENESS
Customer Satisfaction: Ways to improve include producing higher-quality products, providing better customer service, and showing customers that the company cares. Employee Participation: This can increased by allowing employees to contribute to decisions, develop self-managed work teams, and assume responsibility for improving the quality of their work.
ORGANIZATIONAL EFFECTIVENESS
Strengthening Supplier Partnerships: Develop good working relationships with suppliers can ensure that the right suppliers and materials will be delivered on time at low costs. Continues Quality Improvement: This should not be viewed as achievable through one single program that has a target objective.
EFFECTIVE COMMUNICATIONS
Communication is as essential to business as sales; in fact, communication makes sales possible. Face-to-Face Communications Printed Correspondence Telephone Communications E-Mail Correspondence Nonverbal Communication Nonverbal Signals Effective Listening Techniques
EFFECTIVE COMMUNICATIONS
Face-to-Face Communications People-to-people (P2P) communication skills remain one of the primary success factors in business, even in this age of technology.
EFFECTIVE COMMUNICATIONS
Printed Correspondence Effective business writing is designed to convey particular information to an individual or group, or to request information. For business writing to be effective, you must write concisely and accurately.
EFFECTIVE COMMUNICATIONS
Be Concise Always Proofread Be Descriptive, Clear and Persuasive Use the five Ws: Who? What? When?
Where? Why?
EFFECTIVE COMMUNICATIONS
Telephone CommunicationsTelephone etiquette is more important than ever. Here are a few things to remember when communicating with your customers.
EFFECTIVE COMMUNICATIONS
Smile while you are talking. Answer the phone, and call people back. Always ask if this is a good time to talk. If someone tells you they can't talk now, ask
them when would be a good time to call back.
EFFECTIVE COMMUNICATIONS
Make telephone appointments to discuss important issues.
Prepare for your call in the same way you prepare for a personal meeting.
Stick to your point and keep it brief. Take notes during the call, write down the
relevant points you discussed.
EFFECTIVE COMMUNICATIONS
E-mail CorrespondenceAny time you write an e-mail to a customer or reply to a customer’s e-mail, remember the rules of Netiquette.
Netiquette is a term derived from the words "Internet Etiquette” or “Network Etiquette“ which describes the use of proper manners and behavior online.
EFFECTIVE COMMUNICATIONS
Be courteous and respectful of others. Keep messages short and brief. Don’t Shout: writing in all capital letters is
considered shouting. Pay Attention to language issues. Think Before Sending: Never send an e-mail
if you are angry.
EFFECTIVE COMMUNICATIONS
Nonverbal CommunicationBeing a good communicator requires more than just verbal skills. 93% of the time “what” we are saying, is less important than “how” we say it. In order to build a connection and trust, we need to Be aware of and in control of our nonverbal signals.
EFFECTIVE COMMUNICATIONS
Nonverbal SignalsEye contactFacial expressionTone of voicePosture and gestureTouchTiming and pace
EFFECTIVE COMMUNICATIONS
Effective Listening TechniquesEncouragingPretending ignoranceNoting and reflecting emotionsParaphrasingSummarizing
LEVERAGING YOUR KNOWLEDGE
Emotional Intelligence Relationship Management Embracing Cultural Diversity in the Workplace Effective Management of Cultural Diversity The World is Becoming More Global Ethical Standards and Behavior in the Workplace Guidance for Making Ethical Decisions How Ethical are These Behaviors
LEVERAGING YOUR KNOWLEDGE
Emotional Intelligence Emotional intelligence is the ability to identify, use, understand, and manage your emotions in positive and constructive ways. It's about recognizing your own emotional state and the emotional states of others.
LEVERAGING YOUR KNOWLEDGE
Self-Awareness Emotional self-awareness Accurate self-assessment Self-confidence
LEVERAGING YOUR KNOWLEDGE
Self-Management Emotional self-control Trustworthiness Conscientiousness Adaptability Achievement drive Initiative
LEVERAGING YOUR KNOWLEDGE
Social Awareness Empathy Service orientation Organizational awareness
LEVERAGING YOUR KNOWLEDGE
Relationship Management Developing others Influence Communication Conflict management Visionary leadership Catalyzing change Building bonds Teamwork & collaboration
LEVERAGING YOUR KNOWLEDGE
Embracing Cultural Diversity in the WorkplaceMany companies are becoming more sensitive to diversity. Companies have come to realize that cultural differences have tangible financial implications for the operation of a business.
LEVERAGING YOUR KNOWLEDGE
Effective Management of Cultural DiversityIt is the manager responsibility to emphasis the benefits of having a diverse team. Identify each person’s individual talents and encourage them to participate, in the success of the team.
LEVERAGING YOUR KNOWLEDGE
There has been an increase in the demand for people-centered managers.
Companies want to hire and retain, managers that have the knowledge that can effectively lead a team of diverse employees.
Companies have realized that effective management of a diverse set of employees and customers has a dramatic impact on the bottom line.
LEVERAGING YOUR KNOWLEDGE
Understanding and embracing cultural differences among employees and customers directly translates into economic prosperity and survival in a global economy.
The World is Becoming More Global
LEVERAGING YOUR KNOWLEDGE
Ethical Standards and Behavior in the WorkplaceEthical and unique conduct is the product of a complex combination of influences. At the center is an individual decision maker.
LEVERAGING YOUR KNOWLEDGE
Guidance for Making Ethical DecisionsAs a guide for managers, we have included a “decision tree” sample. A decision tree is a graphical representation of the process underlying decisions.
Guidance for Making Ethical Decisions
LEVERAGING YOUR KNOWLEDGE
How Ethical are These Behaviors? Let’s take a few examples of common workplace behaviors and rate each example.
How Ethical are These Behaviors?
Very Unethical Unethical
Neither Ethical nor Unethical
Ethical VeryEthical
Accepting gifts/favors in exchange for preferential treatment
Giving gifts/favors in exchange for preferential treatment
Divulging confidential information
Calling in sick to take a day off
Using the organization’s materials and supplies for personal use
How Ethical are These Behaviors?
Doing personal business on work time
Taking extra personal time (breaks, etc.)
Using organizational services for personal use (internet, etc)
Passing blame for errors to an innocent co-worker
Claiming credit for someone else’s work
Not reporting other’s violations of organizational policies
Concealing one’s errors
LEVERAGING YOUR KNOWLEDGE
What did you learn from this exercise? How do you think your employees would
answer the same set of questions? Do you think they would have a different view? What actions or communication methods could
you use, in order to inform your employees; exactly what you would consider ethical or unethical?
CUSTOMER SERVICE BEST PRACTICES
Developing Customer Relationships and Customer Loyalty Involve Everyone The Value of an Existing Customer
CUSTOMER SERVICE BEST PRACTICES
No longer can a company lay claim to a market segment and have free reign over the customers in that area. The internet has given customers access to worldwide information. They no longer stay in a specific market segment. Customers have lots of chooses that they did not have access to before.
CUSTOMER SERVICE BEST PRACTICES
Developing Customer Relationships andCustomer Loyalty A company can still benefit by offering superior Customer service.
Client Relationships = Satisfaction, Loyalty, & Retention
CUSTOMER SERVICE BEST PRACTICES
Involve Everyone Require every person, regardless of their position, to spend time on customer contact And services activities. Ask all of your employees to get on board with customer-driven innovation.
CUSTOMER SERVICE BEST PRACTICES
The Value of an Existing Customer Every company wants to attract new clients, But in the process often loses sight on the Value of keeping existing ones.
THE SELLING PROCESS
The Value of Personal Selling The 6 Stage Personal Selling Process Ethical Issues with Personal Selling Things to Consider when Managing a Sales
Department
THE SELLING PROCESS
The Value of Personal Selling The sales person can educate the consumer
and also provide advice. The salesperson saves the consumer time
and makes the purchasing process easy.
THE SELLING PROCESS
The 6 Stage Personal Selling Process1. Prospecting2. Making the first contact3. The actual sales call or presentation4. Handling objections5. Closing the sale6. The follow up
THE SELLING PROCESS
Ethical Issues with Personal Selling Be sure to treat everyone fairly and equally. Be sure to always tell the truth.
THE SELLING PROCESS
Things to Consider when Managing a SalesDepartment Recruiting the correct sales people: The must
identify the “right person” for this type of job. Training: be sure that before the sales person is in
action, that proper training is provided. Setting objectives: it is important that each
salesperson knows their goals. Provide support to your sales team.
THE SALES PRESENTATION
Make the Presentation Relevant to Your Prospect Connect With Your Prospect Get to the Point Be Animated Believe in Your Product/Service Before the Presentation Presentation Tips Rehearse
THE SALES PRESENTATION
Selling is hard work. It requires strong motivation, personal pride, perseverance, flexibility, energy, discipline, and focus. Above all, it requires communicating and being able to read/understand the prospects attitudes and needs, whether they are real or perceived.
THE SALES PRESENTATION
Make the Presentation Relevant to Your ProspectThe discussion of your product or service must be adapted to each person; modify it to include specific points that are unique to that particular customer.
Create a Connection Between Your Product/Service and the ProspectIn a presentation to a prospective client, prepare a sample of the product they would eventually use; if appropriate and relevant.
THE SALES PRESENTATION
Get to the PointToday’s business people are far too busy to listen to long-winded presentations. Know what your key points are and learn how to make them quickly.
Be AnimatedIf you really want to stand out from the crowd make sure you demonstrate enthusiasm and energy. Whenever possible use visuals and/or graphic in your presentation.
THE SALES PRESENTATION
You Must Believe in Your Product/Service In addition, you must know everything there is to know about those products/services.
Before the PresentationBefore you consider the form and substance of your presentation, decide precisely what you want your audience to do when you are through.
THE SALES PRESENTATION
Presentation TipsWhen you are making a presentation, it's only natural to be a little nervous. Be confident that all your preparation will ensure a successful presentation.
THE SALES PRESENTATION
Stand erect, speak clearly and loudly enough to be heard in all areas of the room.
Shift positions during your presentation, but don't rock or pace.
Use visuals and physical descriptions during the presentation.
Speak directly to your audience, shifting your eyes every five or ten seconds. Continually make eye contact.
THE SALES PRESENTATION
Use your hands and arms only slightly, and then only for emphasis. Concentrate most of your energy into your facial and vocal expressions.
Concentrate on your audience's body language and make certain you keep them interested.
Don't worry about mistakes. They will happen no matter how many times you have made the presentation.
THE SALES PRESENTATION
RehearseThe best way to give a successful presentation is to have a full rehearsal. This gives you opportunity to correct any problems and identify any weaknesses in the materials.
Q & A
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