Customer Service Training

December,2018
LEADERSHIP SKILL ENHANCEMENT WORKSHOP
 Workshop Content

Introduction
• Definition of Leadership
• Interpersonal Effectiveness
 Workshop Content

Leadership
• Attributes of a Leader
• Differences between management skills and
leadership skills
• Being a Leader
• Holistic Communications
 Workshop content
Leadership contd.

• Conflict Management
• Conflict management and resolution Styles
Self Evaluation
Situations to use conflict styles and consequences
Confronting Conflict
• Problem Solving and Decision Making
Formal Techniques, eg.
Brainstorming
Synergistic Decision Making
 LEADERSHIP

Definition:
Leadership
 is the ability to recognize the special abilities and
limitations of others, combined with the capacity to fit
each one into the job where he/she will do the best”
 is the ability to influence others as a derivation of
Interpersonal communication
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Definition: Contd.
 Leadership comes from a recognized position
providing authority but authority is given as an
assignment and leadership is an acquired skill.
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A leader,
 a person whose ideas and actions influence the thoughts
and actions of others.
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Leaders are pioneers

 They guide their followers to new and often

unfamiliar destinations.
 They are people who venture into unexplored
territory.
 People who take the lead are soldiers in the
campaigns for change….. The unique reason for
having leaders – their differentiating function – is to
move their team members forward.
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Interpersonal effectiveness
• To influence others, competently.

Leadership is a direct function of three elements of

interpersonal effectiveness
 Awareness
 Ability
 Commitment
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Interpersonal effectiveness cont’d…
 Awareness is a state of consciousness
• It is the ability to recognize yourself, others, events and
situations in real time.
• It is the ability to assess the impact of actions on
situations and others, and be critically self-reflective.
• It is a development process that is a function of
experience, communication, self discovery and feedback
 Recipe for being a Leader

 Ability to learn and understand technical issues is the

basis of a leader’s careers
 Ability to lead is a function of influence
• Ability to communicate
• Ability to resolve conflicts
• Ability to solve problems and make decisions
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 Commitment

• For leaders, “one thing” that leads to maturity is the

awareness and recognition that one’s decisions make
a difference, both positively and negatively, in the
lives of others, and that any attempt to solve a
problem might have a decided negative impact on
some, while helping others.
 LEADERSHIP

Attributes of a Leader
Guiding vision:
 Effective leaders know what they want to do, and have
the strength of character to pursue their objectives in the
face of opposition and in spite of failures.
 The effective leader establishes achievable goals.
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Attributes of a Leader contd.

Passion:
• Effective leaders believe passionately in their goals.
They have a positive outlook on who they are, and
they love what they do.
• Their passion for life is a guiding star for others to
follow, because they radiate promise!
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Attributes of a Leader contd.
Integrity:
 Because they know who they are, effective leaders are
also aware of their weaknesses. They only make
promises they can follow through on.

Honesty:
 Leaders convey an aura (image) of honesty in both their
professional and their personal lives.
 LEADERSHIP
Attributes of a Leader contd.
Trust:
 Effective leaders earn the trust of their followers and act
on behalf of their followers.

Curiosity:
 Leaders are learners. They wonder about every aspect of
their charge. They find out what they need to know in
order to pursue their goals.

.
 LEADERSHIP
Attributes of a Leader contd.
Risk:
 Effective leaders take calculated risks when necessary to
achieve their objectives. If a mistake is made, the
effective leader will learn from the mistake and use it as
an opportunity to explore other avenues
Dedication:
 The effective leader is dedicated to his or her charge,
and will work assiduously on behalf of those following.
 The leader gives himself or herself entirely to the task
when it is necessary.
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Leader VS manager
Leader
 A person who is followed by others.

Manager
 A person controlling or administering a business or a
part of a business.
 A person regarded in terms of skill in household or
financial or other management.
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Leadership is the ability to develop a vision that

motivates others to move with a passion
toward a common goal
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Management
 Management is the ability to organize resources and
coordinate the execution of tasks necessary to reach
a goal in a timely and cost effective manner
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Management VS Leadership
• Management seeks stability & predictability
– (order)

• Leadership seeks improvement through change

– (disorder)
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Outstanding characteristics of Managers

– Consider alternatives to design

– Estimate costs involved
– Establish risks to the organization
– Develop a schedule for the project
– Include decision steps
– Manage change in an orderly fashion
– Keep the team motivated and informed
– Review responsibilities and goals with each team player
– State clearly the basis for evaluation and where each
person fits into the organization
 LEADERSHIP
Outstanding characteristics of Managers
Cont’d …
– Monitor progress
– Set directions; set expected achievements for each
individual within the next work period. Show the
team members where they fit in achieving unit
goals.
– Perform administrative tasks
– Report to senior management
– Money and job security play a major role in
management effectiveness. They act as deficiency
motivators.
Basic skills of outstanding leadership

Integrity
Vision and strategy
Communication
Relationship
Persuasion
Adaptability
Team work
Coaching & Development
Decision making
Planning
 Recipe for being a Leader
• Take control of your life
• Assume responsibility for who you are
• Convey a positive and dynamic attitude in everything
you do
• Accept blame: learn from your own mistakes as well as
those of others. Take blame for everything that happens
in your unit
• Give credit wherever it is due
• Be compassionate when you review your team
members' progress or lack of progress
 Recipe for being a Leader
Cont’d..
• Think great thoughts. Small thinking is why companies
go broke
• Turn disasters into opportunities. Turn every obstacle
into a personal triumph
• Determine your "real" goals then strive to achieve them
• When you want to tell someone something important,
do it personally
• Don’t be afraid to get your hands dirty doing what you
ask others to do. Eg…..
 LEADERSHIP

Leaders :
 Focus on ensuring the continued growth and
development of their followers;
 Provide high levels of autonomy and development
opportunities to empower those they work with and
ensure they continue to develop efficacy and confidence.
 Encourage followers to believe in their ability to respond
successfully to greater challenges and responsibility while
providing the necessary supports and resources to
achieve this.
 LEADERSHIP

Personality and Leadership Effectiveness

The following points are few of the personality traits
associated with leadership effectiveness

Leaders are expected to

Acquire high energy level and stress tolerance
Work effectively over long periods
 Less affected by conflicts, crisis events and pressure,
maintaining equilibrium more than others.
 Be able to think relatively calmly in crisis situations and
communicate that calmness and confidence to others.
 LEADERSHIP

The following points are few of the personality traits

associated with leadership effectiveness contd.
 Self Confidence
 Effective in difficult situations and give those they lead
a sense of confidence and efficacy. Deal with difficult
situations rather than deny or avoid them.
 Be optimistic and confident in the face of difficulties.

However, excessive self-confidence or self-esteem can

make leaders prone to making risky or wrong decisions.
 LEADERSHIP

The following points are few of the personality traits

associated with leadership effectiveness contd.

• Leaders believe that what happens around them is

more under their control than the control of external
forces and are motivated to take action to influence and
control events which will (in most cases) be associated
with a tendency to be proactive rather than passive.
• They also believe they can influence, persuade and
motivate others and win their allegiance to courses of
action
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Personality and Leadership Effectiveness

 Emotional maturity and intelligence ( less prone to

moodiness, irritability and angry outbursts).
 Positive and optimistic, communicating their positivity
to others
 Aware of their own strengths, weaknesses and typical
reactions to situations
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Personality and Leadership Effectiveness contd.

Personal integrity
 Consistency between values and behaviour
 Honesty , transparency and trustworthiness
 keep promises to staff and other stakeholder groups
and tend not to use their leadership primarily out of
self-interest.
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Personality and Leadership Effectiveness contd.

 Socialized power motivation

• They seek power, but primarily in order to achieve
organisational objectives and to support the growth,
development and advancement of those they lead.
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Personality and Leadership Effectiveness contd.

Achievement orientation
• High achievement orientation is associated with leadership
effectiveness but this is not a linear relationship
• Managers with very high achievement orientation can
become insensitive to the effects of their desires on those
around them who feel driven by their leader’s ambition
 LEADERSHIP
Conclusion
People management and staff engagement
 Where health service staff report they are well-led and have high
levels of satisfaction with their immediate supervisors, patients
report that they, in turn, are treated with respect, care and
compassion (Dawson et al, 2011)

 Overall, studies suggest that when health care staff feel their
work climate is positive and supportive, as evidenced by coherent,
integrated and supportive people management practices, there are
low and declining levels of dissatisfaction and staff turnover
Thank you!!!
Merikokeb Ayalew