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ROLE OF A LEADERROLE OF A LEADER
This product was funded by a grant awarded under the President’s High Growth Job Training Initiative as implemented by the U.S. Department of Labor’s Employment & Training Administration. The information
contained in this product was created by a grantee organization and does not necessarily reflect the official position of the U.S. Department of Labor. All references to non-governmental companies or organizations,
their services, products, or resources are offered for informational purposes and should not be construed as an endorsement by the Department of Labor. This product is copyrighted by the institution that created it and
is intended for individual organizational, non-commercial use only.
COMMUNICATION & LISTENING COMMUNICATION & LISTENING
TOPICS:TOPICS:
Communication Model Communication Model
Self assessmentSelf assessment* Responsibility of * Responsibility of
the senderthe sender
Five Principles of CommunicationFive Principles of Communication
Listening AssessmentListening Assessment * Responsibility of * Responsibility of
the receiverthe receiver
Listening guidelinesListening guidelines
Communication BarriersCommunication Barriers
Case StudiesCase Studies
OBJECTIVES:OBJECTIVES:
Understand the communication modelUnderstand the communication model
Determine how well you communicateDetermine how well you communicate
Learn how to send a clear and concise message Learn how to send a clear and concise message
Determine how well you listenDetermine how well you listen
Enhance your learning skills using best practicesEnhance your learning skills using best practices
Overcome barriersOvercome barriers
Practice your communication skillsPractice your communication skills
2
NoiseSender
Idea Encode
TransmissionReceptionDecode
Understanding
Feedback
Feedback
Noise
COMMUNICATON MODEL
Begin
3
RESPONSIBILITIES OF THE SENDERRESPONSIBILITIES OF THE SENDER
A.A. Beware of your own thoughts, feelings perceptions Beware of your own thoughts, feelings perceptions and attitudesand attitudes
B.B. Anticipate the person’s reactionAnticipate the person’s reactionC.C. Have a clear understanding of what you want the Have a clear understanding of what you want the
listener to comprehendlistener to comprehendD.D. Ask the receiver what support they need from youAsk the receiver what support they need from youE.E. Reduce or eliminate distractionsReduce or eliminate distractionsF.F. Speak at the listener’s levelSpeak at the listener’s levelG.G. Check for understandingCheck for understandingH.H. Be aware of your non verbals Be aware of your non verbals
Read the responsibility and match the statement on page 5 that is most closely associated with it.
5
5 PRINCIPLES OF A CLEAR MESSAGE5 PRINCIPLES OF A CLEAR MESSAGE
1. Relevance
2. Simplicity
3. Definition
4. Repetition
5. Emphasis
. 6
IMPROVEMENT SIGNSIMPROVEMENT SIGNS
Express supportExpress support Checking for understanding (Not asking “Do you Checking for understanding (Not asking “Do you
understand”)understand”) More specific instructions (avoiding words that may More specific instructions (avoiding words that may
cause confusion i.e.”a litte bit”, “a couple”)cause confusion i.e.”a litte bit”, “a couple”) Repeat or paraphrase Repeat or paraphrase Use appropriate body language Use appropriate body language Putting themselves in people’s shoesPutting themselves in people’s shoes Managing feelingsManaging feelings
ROLE OF A LEADERROLE OF A LEADER
TOPICS:TOPICS:
What Leaders Do What Leaders Do
Why Leadership is Why Leadership is importantimportant
Best Practices of a LeaderBest Practices of a Leader
OBJECTIVES:OBJECTIVES:
Identify the differences of Identify the differences of Leaders and EmployeesLeaders and Employees
Provide InstructionProvide Instruction Helping employees know what Helping employees know what
is expectedis expected Providing support to team Providing support to team
members members
How to be a Role Model How to be a Role Model
WHY LEADERSHIP IS IMPORTANT
It is not how hard people work
that determines
organizational performance,
but how smart they work.
BEST PRACTICESBEST PRACTICESDO’S & DONT’S OF LEADERSDO’S & DONT’S OF LEADERS
DoDo1.1. Show respect to all Show respect to all
employeesemployees2.2. Listen carefully to all Listen carefully to all
employees needsemployees needs3.3. Treat all employees fairlyTreat all employees fairly4.4. Remain calm in all situationsRemain calm in all situations5.5. Show empathy and Show empathy and
sympathy when necessarysympathy when necessary6.6. Maintain the employees` self Maintain the employees` self
esteemesteem7.7. Defuse gossipDefuse gossip8.8. Support the employeesSupport the employees9.9. Keep an open mindKeep an open mind
Don’tDon’t1.1. Embarrass employeesEmbarrass employees2.2. Participate in gossipParticipate in gossip3.3. Play favoritesPlay favorites4.4. Place blame on othersPlace blame on others5.5. Speak negatively about an Speak negatively about an
employee to other employeesemployee to other employees6.6. Spread rumors whether true or Spread rumors whether true or
falsefalse7.7. Discuss an employees` Discuss an employees`
personal matters with other personal matters with other employeesemployees
8.8. Be inconsistent when applying Be inconsistent when applying policiespolicies
9.9. Listen without judgingListen without judging
IMPROVEMENT SIGNS
Not allowing bias associationTreat all employees equalBe open mindedShow patience