Denise Meyerson Management Consultancy International Briefing Certificate 4 in Frontline Management

Introducing Management Consultancy International

Draw the same model from a 3rd angle 3 minutes + do so without touching any LEGO bricks Now put your drawing to one side and build the model using bricks The 3 – D Challenge! Your handout shows three LEGO bricks attached together from two different perspectives, rotated by 90º

Draw the same model from a 3rd angle

3 minutes + do so without touching any LEGO bricks

Now put your drawing to one side and build the model using bricks

Your handout shows three LEGO bricks attached together from two different perspectives, rotated by 90º

Agenda What is new in the Certificate 4 in Frontline Management? How has Management Consultancy International changed the program? What funding is available? How do we measure ROI on the program? Questions and comments

What is new in the Certificate 4 in Frontline Management?

How has Management Consultancy International changed the program?

What funding is available?

How do we measure ROI on the program?

Questions and comments

BSB40807 4 core units BSBMGT401A Show leadership in the workplace BSBMGT402A Implement operational plan BSBOHS407A Monitor a safe workplace BSBWOR402A Promote team effectiveness + A choice of 6 Electives

Select 6 Electives 3 of the elective units must be selected from the elective units listed OR from the BSB07 Business Services Training Package OR from any other currently endorsed national Training Package

What has stayed the same in the Management Consultancy International Program? Excellent content and activities The Portfolio builder Award-winning content – improved!

Excellent content and activities

The Portfolio builder

Award-winning content – improved!

What has Management Consultancy International changed? Presentation of content Up-dated Content Introduction of LEGO® Serious Play™

Presentation of content

Up-dated Content

Introduction of LEGO® Serious Play™

1. Presentation of content - USB’s Articles for further reading Powerpoints Videos Video Podcasts

Articles for further reading

Powerpoints

Videos

Video Podcasts

Up-dated content Our Gurus Steve Covey 7 Habits of Highly Effective People + The 8th Habit Ken Blanchard Situational Leadership Eric Berne Transactional Analysis John Kotter The Heart of Change Daniel Goleman Emotional Intelligence Daniel Pink A Whole New Mind Robert Cialdini Influence Patrick Lencioni The 5 Dysfunctions of a Team

Our Gurus

Steve Covey 7 Habits of Highly Effective People + The 8th Habit

Ken Blanchard Situational Leadership

Eric Berne Transactional Analysis

John Kotter The Heart of Change

Daniel Goleman Emotional Intelligence

Daniel Pink A Whole New Mind

Robert Cialdini Influence

Patrick Lencioni The 5 Dysfunctions of a Team

Program Outline: Session 1 Teamwork & Communication Session 2 Conflict Resolution Session 3 Motivation & Customer Service Session 4 Safety: Help or Hindrance? Session 5 Seven Habits of Highly Effective People Session 6 Change Management Session 7 Presentation Skills & Project Management

Session 1 Teamwork & Communication

Session 2 Conflict Resolution

Session 3 Motivation & Customer Service

Session 4 Safety: Help or Hindrance?

Session 5 Seven Habits of Highly Effective People

Session 6 Change Management

Session 7 Presentation Skills & Project Management

Customise the content

Structure of Sessions Theory Video content – Discussion – Debate - Activity How does this apply to you in your role?

Example: Influencing Skills

ROBERT CIALDINI

It is just as important to get your manager to like you as it is to perform your job role well In business, it is better to be right than to be liked Doing people favours will get you everywhere in business DO YOU AGREE?

It is just as important to get your manager to like you as it is to perform your job role well

In business, it is better to be right than to be liked

Doing people favours will get you everywhere in business

Cialdini’s Six Principles of Influence Reciprocation We feel compelled to help those who have helped us. Scarcity We want more of those things we can have less of. Authority We want to follow legitimate leaders Consistency We prefer to be consistent to our existing commitments Consensus We choose our actions based on what others have done or are doing Liking We prefer to say yes to those people who we like

Reciprocation

We feel compelled to help those who have helped us.

Scarcity

We want more of those things we can have less of.

Authority

We want to follow legitimate leaders

Consistency

We prefer to be consistent to our existing commitments

Consensus

We choose our actions based on what others have done or are doing

Liking

We prefer to say yes to those people who we like

Here’s the challenge “ You are a waiter at a restaurant. What would you say to make sure you got the biggest tip possible from your patrons when you give them their bill and some mints?” 1. RECIPROCATION

Here’s the challenge

“ You are a waiter at a restaurant. What would you say to make sure you got the biggest tip possible from your patrons when you give them their bill and some mints?”

When we are in a state of obligation we are very willing to give We don’t take without giving in return This is socialised into us To maximise tips as a waiter, customers need to feel service is: SPECIAL PERSONAL UNEXPECTED These provide the perfect context for a yes! 1. RECIPROCATION

When we are in a state of obligation we are very willing to give

We don’t take without giving in return

This is socialised into us

To maximise tips as a waiter, customers need to feel service is:

SPECIAL

PERSONAL

UNEXPECTED

You want to ask your manager for a Capital Expenditure approval. In your dreams you would want $12M to fund your ambitious expansion plans Ideally you think $10M is the optimum amount but you are worried that that this still sounds like too much. 1. RECIPROCATION

You want to ask your manager for a Capital Expenditure approval.

In your dreams you would want $12M to fund your ambitious expansion plans

Ideally you think $10M is the optimum amount but you are worried that that this still sounds like too much.

Example 2 The new world of work

Video – Daniel Pink A whole new Mind

Questions What leadership and management skills do you need to confront this changing world? What type of team members do organisations want in order to remain competitive and innovative?

What leadership and management skills do you need to confront this changing world?

What type of team members do organisations want in order to remain competitive and innovative?

How would you apply this principle in the following situations? Write a script for the conversation

THE FIVE DYSFUNCTIONS OF A TEAM

3. Why include LEGO ® Serious Play ™ in the Frontline Management program ?

Quiz How many different ways can you combine six, 2x4 LEGO bricks of the same colour?

How many different ways can you combine six, 2x4 LEGO bricks of the same colour?

915,103,763

Lead by asking questions Not by issuing instructions Constructionism vs Instructionism

The Duck Challenge

Plan – plan – plan Plan – do – plan - do

The Johari Quadrants via LEGO Serious Play

Funding arrangements New South Wales  Queensland  TAS and ACT  Victoria and NT X SA and WA ?

The figures

Up-side and down-side Benefits Disadvantages Extended budget Staff motivation Retention Win - win Paperwork

Return on Investment

How do you ensure ROI? Set a clear purpose No objective = no measurement Consult widely Each participant with a clear objective Avoid questions - did you ‘enjoy’ the training? Start asking - what will you change in your behaviour as a result of the training? Keep a record of qualitative results Identify changes to culture

Set a clear purpose

No objective = no measurement

Consult widely

Each participant with a clear objective

Avoid questions - did you ‘enjoy’ the training?

Start asking - what will you change in your behaviour as a result of the training?

Keep a record of qualitative results

Identify changes to culture

Questions and comments

Play with us.... Build a model of your ideal leader a nightmare manager

Build a model of

your ideal leader

a nightmare manager

Why use Management Consultancy International Customised to ensure ROI Award-winning program - improved! Up to date content Portfolio builder The power of LEGO Serious Play

“ Leadership, like swimming, cannot be learnt by reading about it” Henry Mintzberg

1300 768 550 www.mci.edu.au Email us for: White paper CCH – HR Bulletin Copy of slides