Management & Leadership

Skills Training

United Republic of Tanzania

February/March 2008
Formulation of Corporate
Performance Objectives & Standards
What is a team?
A group of people acting
together in an atmosphere of
trust and accountability
who agree that the best way
to achieve a common goal
is to cooperate.
Principles of project planning
 Assemble the team

 Focus on quality
communication

 Plan and track

continuously

 Set short-term goals

to reach long-term
goals
Performance standards and
objectives
 Standards defined

 Job descriptions
help clarify job
responsibilities

 S.M.A.R.T. goals

 Communicating
project goals
Performance Expectations
 How are they managed?

 Shared understanding

 Guiding principles of performance

 Effective performance standards

 Standards descriptions
Prioritizing your objectives
 Identify, clarify and
approve
 Plan for continuous
improvement
 Connect individual
and organizational
goals
 Review process
progress regularly
What make an institution effective?
 Strategic planning

 External focus

 Operational
planning

 Internal focus
Performance Evaluations
 Encourage improvement

 Ensure accountability

 Assess institutional progress

 Use results to improve performance

The evaluation process
 Establish organizational objectives

 Define & review evaluation methods

 Monitor organizational progress

 Systematically review operations

Performance outcome reports
 Prepare written review

 Document successes and failures

 View adherence to or deviation from

set standards

 Detail findings and recommendations

Follow-up procedures
 Review progress toward compliance

 Gauge implementation of
recommendations

 Provide feedback to organization

 Recognize and reward excellence

 Keys To Empowerment

* Freedom to challenge

* Continuous improvement

* Knowledge of & faith in the

organization’s mission

* Ability to recognize and

achieve results
When Coping With Change…
 Seek input from those affected

 Communicate the necessity of change

 Show how staff will benefit

 Provide rewards for acceptance

Four Stages of Change

 Denial

 Resistance

 Exploration

 Acceptance
Listen to People’s Needs
 Give consideration to staff input

 Share your intentions

 Tackle resistance right away

 Identify “change agents”

Change Agents are…
 Open to change

 Capable of thinking laterally

 Driven to improve & transform

 Emotionally in control
Rewarding Initiative
 Invite staff to take charge

 Ask for ideas to improve work

 Recognize ingenuity

 Give staff more responsibility

Accountability vs. Responsibility

 Responsibility – the task you agree

to perform

 Accountability – the manner in

which you carry out that task
Advantages of team structure
 Unity

 Purpose

 Defined roles & responsibility

 Individually & collectively accountable

Navigating conflict
 Four types of conflict

 Recognizing and intervening

 Conflict case studies and activities

 Navigating conflict practice

Important of feedback
 Reduces uncertainty

 Encourages positive behavior

 Builds trust

 Private criticism, public praise

Shared leadership
 Encourages individual responsibility

 Seek consensus

 Create clarity of roles

 Foster teamwork
The delegation process

 Define task
 Explain the context
 Set performance standards
 Grant authority
 Provide advice and support
 Get commitment
Formulating winning teams
 Sublimate the personal for the team

 Select team players

 Teamwork takes training

 Rewards: cooperative vs. competitive

Essentials of time management
 Take control through choices

 Planning vs. Management

 Take advantage of technology

 Set aside time for people

Setting priorities
 Use S.M.A.R.T. technique

 Define your priorities

 Target tasks that dominate time

 Avoid distractions & procrastination

Building your schedule
 Create an action plan
 Utilize a to-do list
 Sharpen your scheduling skills
 Set goals:
 Personal
 Career
 Organizational
 Life
Analyzing your progress
 Review projects

 Compare

 Calculate

 Monitor/measure
Conditioning your environment
 Take control of your environment

 Review and refine your work space

 Learn if, how, and when to say “no”

 Collaborate and delegate

How We Communicate

 Visually

 Verbally

 Vocally
Communicating Face-to-Face
 55% of message
conveyed by body
language

 38% tone of voice

 7% words we say
Communication Skills

 When talking on the

phone:

 86% of message
conveyed by
voice

 14% conveyed
by words we use
The Art of Listening
 Patience to remain
silent
 Patience to obtain
all the information
 Patience to let
others speak their
mind
Hearing vs. Listening

 Hearing – the physical act of taking in

through your ears what is being said

 Listening – hearing and

understanding what is being said
Active Listening Skills
 Show acceptance in responding

 Paraphrase or repeat speaker’s words

 Ask for clarification of their comments

 Summarize
Benefits of Active Listening

 Avoid misunderstandings

 Induces speaker to “open up”

 Conveys interest and respect

Communication Do’s

 Call people back

 Acknowledge problems

 Offer options for resolution

 Express empathy

 Turn complaints into opportunities

Communication Don’ts

 Promise what you can’t deliver

 Avoid responsibility

 Make “blind” call transfers

 Guarantee the performance of others

 Say “no,” say what you can do

Enhanced Decision-making
 Identify and analyze problem

 Consider goals: seek new solutions

 Make informed decisions, act on them

 Appraise your results

Attitude Is Everything
 Keep attitude positive

 Focus on issues, not individuals

 Share responsibility

 Review failures and successes step-

by-step
One organization, one voice
 Speak in the company’s voice

 Stay on point

 Be clear, concise, consistent

 Communicate your program’s

benefits
 The True Test of a
Professional is His or Her
Ability to Respond
Properly When
Things Go Wrong
Issues Vs. Problems

 Issues are the topics or subjects

about which an individual is
concerned

 Problems are the end result of

dissatisfaction with the way in which
the service was or was not provided
Strategies For Managing
Conflict
 Avoidance

 Accommodation

 Compromise

 Competition

 Collaboration
Complaints: A Valuable
Resource

 Most dissatisfied people don’t complain

 Service improvements come from

service complaints

 Gauge people’s expectations

 Identify actions to address the issue

Finding And Proposing
Solutions
 Gather facts and information

 Ask open-ended questions

 Convey empathy

 Find mutually agreeable

solution
Managing Expectations

 Know what is expected of you

 Understand how your job

performance can affect those
whom you represent

 Justice is a team goal

Under-promise & Over-deliver
 Protect your credibility as a legal
professional

 Temper hope with expectations

 Employ empathy

 Maximize your level of service

Classic leadership functions
 Plan

 Organize

 Lead

 Control
What makes a leader?
 Listens to people

 Matches the talent to the task

 Shows gratitude

 Knows you get what you reward

Where communication thrives
 Moral is high

 Open sharing of ideas

 Absence of corporate fear

 Open to constructive criticism

Keys To Workplace Success

 Communicate openly and honestly

 Confront differences and resolve

conflicts

 Sublimate personal goals for the

good of the organization
The Essence of Leadership is Trust
Thank You For Attending!

TRAINER: CHRISTOPHER D. LEE

CLEECONSULTING@YAHOO.COM

CO-TRAINER: ALLEN MUTIGANZI

AMUTIGANZI@GALLENAINVESTMENT.COM