Transcript
Bundaberg Brewed DrinksHome Brew Program
MODULE 3
Introduction to People
DVD Program
Russell Cummings
Course Materials
Before you start this course, print out the Workbook/Manual from the Home Brew Intranet site.
If you do not have the manual, click on pause to stop the DVD.
You can pause and rewind anytime during this video.
Press Play to start DVD again when you have the manual and are ready to proceed.
Home Brew Program 2010
People Skills Agenda
• Change and You
• Leadership Model
• Effective Communication
• Next Steps
Home Brew Program 2010
Leading TeamBasic People Skills
Systems make it possible
People make it happen
PHASE 2Resistance
PHASE 3Exploration
PHASE 4Commitment
PHASE 1Denial
The change curve model
Home Brew Program 2010
Team Leaders
• What are the characteristics of a good Team Leader?
• List the 3 or 4 most important characteristics of a Team Leader?
Click on pause to stop the DVD.
Press Play to start DVD again when you have finished the exercise
Home Brew Program 2010
Team Leader Model
Home Brew Program 2010
Effective Communication
Problem Solving Processes
Focus on the Outcomes
Alignment to Goals & Targets
Company VISION
Set & maintain
the Standards
Develop Team Skills
& Capabilities
We LEAD people and
MANAGE resources
We “walk the talk”
Lead by example
Self Assessment
Using the model provided:• Rate yourself on the Key Characteristics as
you are NOW? (1= poor, 10= excellent)• Rate yourself on WHERE you think you
should be? (1= poor, 10= excellent)• Calculate the Gap between WHERE & NOW• Select the Top 3 Gaps• What actions can you take to address these
gaps?Click on pause to stop the DVD.
Press Play to start DVD again when you have finished the exercise
Home Brew Program 2010
Effective Communication
Getting the message across to your Team
What is effective communication? • “Effective Communication is where information is sent,
received and interpreted correctly”• It is a 2-way process: listening and sending• If the message is not getting through – it’s your problem!• “I do you no harm” • It is more than words – only 7% of impact is the words
you use - the rest is the communication• It needs to be honest, open and transparent• It is about using appropriate language• It is about the facts – not just emotions• It should be timely and relevant
Home Brew Program 2010
EFFECTIVE LISTENING SKILLS
“ A good listener tries to understand thoroughly what the other person is
saying.
In the end, he or she may disagree sharply but before they disagree, they
want to know exactly what it is they are in disagreement about...”
Kenneth A. Wells
Home Brew Program 2010
Active Listening
1. Focus: pay attention, look at them, body language
2. Awareness: non-verbally acknowledge part of the speech
3. Respond: restate for clarity, summarise, question
4. Feedback: answer, actions, reasons. How then Why.
Home Brew Program 2010
Instructions
How to delegate a task or responsibility to someone:
1.Explain the need or purpose – WHY?2.Explain the task in logical steps3.Feedback for clarity4.Specify the responsibility and/or authority5.Confirm understanding 6.Set up a review and follow up date
Home Brew Program 2010
Instructions Exercise
1. Imagine that you are to give instructions to a colleague or team member.
2. Use the Instructions process (previous slide) to document how you would give these instructions.
3. Reflect on how this may differ from your current way of delivering instructions.
4. What changes will you make? Click on pause to stop the DVD.
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Home Brew Program 2010
There’s more to delegation
• Insist on results not perfection
• Don’t hover, encourage independence
• Learn to live with errors, reduce them by giving feedback
• Don’t short circuit or snatch back assignments
• Reward good performance - praise
Home Brew Program 2010
Training a learner
Follow these easy steps:
1.Tell what to do
2.Show how to do
3.Let person try it
4.Observe performance
5.Praise progress and/or redirect
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Reflection
• Take a minute to reflect on the training so far.
• What are some of the key learnings?
• What changes will you make?
• How can you apply this at work?
Click on pause to stop the DVD.
Press Play to start DVD again when you have finished the exercise
Home Brew Program 2010
Feedback
• We are usually very poor at giving feedback – either positive or negative
• Feedback works well in an environment when you tell people from the start that you are going to tell them how they are going
• Why do we need to give feedback?
Home Brew Program 2010
Giving FeedbackPositive Feedback
1.Praise people immediately2.Tell what they did right – be
specific3.Put it into context – why was
important?4.Stop (pause) – let them feel
the moment5.Encourage them to keep it up6.Reinforce – verbal (or
physical – shake hands)
Negative Feedback
1.Reprimand immediately2.Tell what they did wrong–
be specific – stick to facts3.Put it into context – why
was important?4.Stop (pause) – let them feel
the moment5.Encourage them to make
some changes6.Reinforce – you think well
of them but not their current performance
7.When its over – its over!
Home Brew Program 2010
Feedback Exercise
1. Imagine that you have to give positive feedback to a colleague or team member..
2. Use the process to map out what you would say to that person. Write down the conversation. Practice this by saying it to yourself.
3. Repeat the exercise for Negative feedback
Click on pause to stop the DVD.
Press Play to start DVD again when you have finished the exercise
Home Brew Program 2010
Summary
And in conclusion…
Home Brew Program 2010
PHASE 2Resistance
PHASE 3Exploration
PHASE 4Commitment
PHASE 1Denial
The change curve model
Home Brew Program 2010
Team Leader Model
Home Brew Program 2010
Effective Communication
Problem Solving Processes
Focus on the Outcomes
Alignment to Goals & Targets
Company VISION
Set & maintain
the Standards
Develop Team Skills
& Capabilities
We LEAD people and
MANAGE resources
We “walk the talk”
Lead by example
Active Listening
1. Focus: pay attention, look at them, body language
2. Awareness: non-verbally acknowledge part of the speech
3. Respond: restate for clarity, summarise, question
4. Feedback: answer, actions, reasons. How then Why.
Home Brew Program 2010
Instructions
How to delegate a task or responsibility to someone:
1.Explain the need or purpose – WHY?2.Explain the task in logical steps3.Feedback for clarity4.Specify the responsibility and/or authority5.Confirm understanding 6.Set up a review and follow up date
Home Brew Program 2010
Training a learner
Follow these easy steps:
1.Tell what to do
2.Show how to do
3.Let person try it
4.Observe performance
5.Praise progress and/or redirect
Home Brew Program 2010
Giving FeedbackPositive Feedback
1.Praise people immediately2.Tell what they did right – be
specific3.Put it into context – why was
important?4.Stop (pause) – let them feel
the moment5.Encourage them to keep it up6.Reinforce – verbal (or
physical – shake hands)
Negative Feedback
1.Reprimand immediately2.Tell what they did wrong–
be specific – stick to facts3.Put it into context – why
was important?4.Stop (pause) – let them feel
the moment5.Encourage them to make
some changes6.Reinforce – you think well
of them but not their current performance
7.When its over – its over!
Home Brew Program 2010
Next Steps
Where to from here?
Tools and Templates
Home Brew Intranet Site
Module 4: Intro to Process Improvement
Home Brew Program 2010
Thanks
Strategy into Action
Home Brew Program 2010
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