MANAGERS AS LEADERS
Session One – Building and Maintaining Your Team
• Hiring the Best
➢ The Hidden Cost of Replacing an Employee
➢ Recruitment Process
➢ Behavior Based Interviewing Skills
• Effective Teams
➢ Six Characteristics of Effective Teams
➢ Designing the Team
➢ The Leader’s Role
• Employee Engagement
➢ What is Motivational Theory?
➢ Building a Workplace Where Employees Want to Remain and Quality Outsiders Want to Join
➢ Motivational Assessment
Session Two – Managing Time and Change in a Leadership Role
• Managing Multiple Priorities
➢ Personal Time Wasters and Individual Action Plans
➢ Basics of Organization and Planning to Meet Goals and Priorities
➢ Conquering Procrastination
• The Challenge of Managing Change
➢ The Leader’s Role in Managing Change
➢ Communicating Change with Power and Persuasion
➢ Steps for Winning Employee Support
➢ Personal Change Assessment
Session Three – Development, Coaching and Performance Management
• Performance Management Approach
➢ The Performance Management Cycle
➢ Goal Setting and Its Importance
➢ Conducting Effective Performance Appraisals
➢ Who is Critical to Your Success?
• Coaching and Counseling to Develop Employees
➢ The Leader’s Role as Coach or Counselor
➢ Establishing Clear Roles and Responsibilities
➢ Steps to Effective Coaching and Counseling
➢ The Importance of Feedback
➢ Creating Optimal Working Conditions
Session Four – Leading Service Excellence
• Retaining the Best
➢ The Leader’s Role in Retention
➢ Why Employees Leave
➢ Why Employees Stay
➢ Steps to Improve Retention
• Dealing with the Unsatisfactory Employee
➢ Identifying the Unsatisfactory Employee
➢ Seeking Causes and Developing Tentative Solutions
➢ Taking Action
• Managing Workplace Negativity
➢ Impact of Negativity on the Workplace
➢ Negativity and the Three C’s
➢ Communicating Negativity
➢ Pervasive Individual and Team Negativity
➢ Accountability Model for Individuals and Teams
Session Five –Leadership and Management
• Becoming a Leader
➢ Twelve Characteristics of Effective Leaders
➢ What Leaders Must Balance
➢ Creating a Vision That Others Will Follow
➢ Becoming a Change Agent
➢ The Complacent Organization
➢ Management Strengths Assessment
• Effective Communication/Understanding Individual Differences
➢ Difference between Communication and Effective Communication
➢ Four Types of Communication
➢ Pitfalls in Face-to-Face Communication
➢ Four Steps to Listening with Understanding
➢ Understanding Individual Differences Assessment
• Assertive Communication – The Win/Win Solution
➢ Assertive Behavior – Impact on Leadership
➢ Four Communication Styles and Behaviors
➢ Characteristics of Assertive Behavior
➢ Assertive Communication Assessment
➢ Five Steps to Becoming More Assertive
➢ Assertive Communication Techniques
