How to Listen

1. Remain Neutral
Do not give advice, agree or disagree, criticize or
interrupt.

2. Give your complete attention

Let them know you are listening. Nod your head
uh huh, I see what you mean.

3. Ask about their statements

Dig out information, invite them to tell everything. Say:
In addition to that is there anything else ?

4. Restate main points

Let them hear their exact words restated by you. This
prompts them to stick to the facts and to think
intelligently.

5. Put their feelings into words.

State what their feelings seem to be. When they hear
them voiced by you they evaluate and temper them.

6. Get agreements.
Summarize what you have both said encourage them
to suggest the next step or course of action.

High Performing Work Teams Have:

1. A shared Goal/Vision/Purpose that
everyone knows and agrees on an
Is committed to accomplishing.
2. A climate of trust and openness
3. Open and honest communication
4. As sense of belonging
5. Diversity: Valued as an asset
6. Creativity and risk-taking are
encouraged
7. Ability to self-correct
8. Members who are interdependent
9. Consensus decision making
10.Participatory leadership

Participative Leadership:
The role of the leader is one of facilitator
Helping the Team become more and more selfdirected (Less dependent on the Leader)
Using feedback to help the group self-correct
by examining its procedures
Dealing with Conflict
Keeping the Team on Track
Leading Effective Meetings
Handling Personality Conflicts
Developing the Team (by Understanding Team
Dynamics)
Influencing without authority
Breaking Down cross-functional barriers

Participative Leadership:
The role of the leader is one of facilitator
Listening to Team Members
Creating a climate of trust and openness
Eliminating fear
Valuing Diversity
Role-modeling (walking-the-talk; Participating
what he or she preaches)
Communicating the purpose and vision of the
Company
Delegating, Coaching, Counseling and
teaching
Encouraging creativity, risk-taking, and
constant improvement of everything by
everyone
Sharing information

Participative Leadership:
The role of the leader is one of facilitator
Motivating
Empowering people (making people more able
to do their job and serve the customer-better,
faster, and with quality)

The Role of the Team Leader & Coach

Individual Exercise:
Think for a minute about the most effective leader youve ever worked
with. What qualities did he/she possess? Write them here:

Team Exercise
When everyone has finished their list of qualities, discuss this as a Team.
Reach consensus on a list of qualities.

Qualities of Effective Leaders

Honest & Trusted
Good Listener, Communicator
Cared About the Work and the people
Believed in Me Had positive expectations
Competent and Respected
Led by Example words and behavior are consistent

New Leadership Skills Needed

Team Building
Facilitating Effective Team Meetings
Understanding what True participation &
employee involvement are
Facilitating team problem solving
Tapping Synergy
Managing Change
Managing Diversity
Communicating Vision & Goals
Influencing Without authority

Shared Leadership Activities:

Providing Overall Direction for the Team
Providing the Team and Resources
Providing Needed Business information
Coaching Team Members
Facilitating Team building activities
Recognizing Team Contributions
Coordinating between teams / shifts
(Boundary management: linking)
Coordinating with support groups
Training
Providing technical expertise
Problem solving between teams
Conflict management
Providing resources
Evaluating team members Performance
Providing Inspiration (leading by example)
Championing innovative ideas
Facilitating team meetings
Budgeting
Disciplining
Hiring
Firing
Teaching team to measure & evaluate its own performance
Fostering continuous improvement
Teaching Quality concepts

Guidelines for Reaching Consensus

1. Make sure everyone is heard from and

feels listened to.
2. Do not vote your aim us to talk
through the issue until youve reached
an agreement that everyone can
support
3. Consensus may not mean that you are
in 100% agreement, but youve been
heard and youll support the teams
decision.
4. Do not give in just to reach agreement
view conflict and other differences of
opinion as good.
5. Be opn. Strive for a creative solution.
6. Ask questions and make sure you
understand everyones opinion before
you make up your mind.

Stages of Team
Development

Hesitant participation tempered with optimism

Organizational complaints and gripes common
Some suspicion and fear of team situation
Looking for sense of belonging
Closely watching other team members
behaviors

Focus on the ff. actions:

Establishing the norms of acceptable group

behavior
Determine individual roles
Define the task and decide how it will be
accomplished;
Decide what information needs to be gathered;
Communicate openly about individual likes and
dislikes; and
Engage in team activities that build trust and
communication.

Conflict between team members

begin to show
One-upmanship develops
Concern over team vs individual
responsibilities
Continuing confusion over team
members roles

Recommended actions:
Ensure forming stage issues are
answered;
Re-establish, clarify, or modify ground
rules (norms)
Negotiate roles and responsibilities; and
Listen, listen, listen!

Over-reliance on team
leader/facilitator possible
Conflicts reduced among team
members
Sharing and discussing become
team norms
Greater team cohesiveness develops
Harmony among team members
become common

Recommended actions:
Do detailed planning;
Develop criteria for completion of goals;
Build on positive norms and change
unhealthy norms; and,
Encourage continued team spirit.

Intense loyalty among team

members develop
Teams may mask individual
dysfunctional members
Teams can become competitive
with other teams
Needs greater information
Becomes more innovative and
confident

Recommended actions:
Emphasize quality work;
Utilize each members talents;
Meet deadlines; and
Continue to work on team commitment.

PURPOSE
The main reason for the
organization's existence

VISION
A clear description of where the
organization is headed and what it
wants to become.

MISSION
Plans and strategies to achieve
the Vision

CORE VALUES
Basic principles that guide behavior
and relationships in accomplishing,
the Purpose, Vision and Mission.

Organizational Values Circle

Tasks
TASKS
Day-to-day performance
Skills & techniques

Organizational Values Circle

Structure

STRUCTURE
Systems
Policies
Procedures
processes

Organizational Values Circle

Culture

CULTURE
Paradigms
Perceptions
Assumptions

Organizational Values Circle

ORGL VALUES
Org
Values

Purpose
Vision
Mission
Core Values
(deeply held beliefs)

Organizational Values Circle

Tasks
Structure
Culture
Org
Values

ORGL VALUES
Purpose, Vision, Mission, Core
Values

CULTURE
Paradigms, Perceptions,
Assumptions
STRUCTURE
Systems, Policies. Procedures,
processes
TASKS
Skills & techniques, Day-to-day
performance