Training Techniques Training - Day 1 Learning Principles

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Training Techniques Training - Day 1 Learning Principles

Training Techniques Training - Day 1 Learning Principles

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  • To make wine, they observe what others do, read books, learn about techniques, learn from others’ mistakes, proceed step by step, one wine at a timeThey try and if it fails, they need to understand why…
  • They question what they need to make wine in the first place. Why not make cider or champagne? They question why wine should be made with grapes or in wooden barrels…. Why not with frozen grapes, in steal barrels?
  • They do wine ASAP because they have grapes in their backyard and that is what is needed tomorrow when guest are coming…. Whether it is good or bad is irrelevant… they made the wine because they can and they need to.
  • Twenty countries originally signed the Convention on the Organisation for Economic Co-operation and Development on 14 December 1960. Since then fourteen countries have become members of the Organisation. Here is a list of the Member countries of the Organisation and the dates on which they deposited their instruments of ratification. Click on the name of the country to consult OECD work on that particular country.Country DateAUSTRALIA 7 June 1971AUSTRIA 29 September 1961BELGIUM 13 September 1961 CANADA 10 April 1961CHILI 7 May 2010CZECH REP 21 December 1995DENMARK 30 May 1961ESTONIA 9 December 2010FINLAND 28 January 1969FRANCE 7 August 1961GERMANY 27 September 1961GREECE 27 September 1961HUNGARY 7 May 1996ICELAND 5 June 1961IRELAND 17 August 1961ISRAEL 7 September 2010ITALY 29 March 1962JAPAN 28 April 1964KOREA 12 December 1996 LUXEMBURG 7 December 1961MEXICO 18 May 1994NETHERLANDS13 November 1961NEW ZEALAND29 May 1973 NORWAY 4 July 1961POLAND 22 November 1996PORTUGAL 4 August 1961 SLOVAK REP 14 December 2000SLOVENIA 21 July 2010SPAIN 3 August 1961SWEDEN 28 September 1961 SWITZERLAN 28 September 1961TURKEY 2 August 1961UNITED KINGDOM2 May 1961UNITED STATES 12 April 1961

Transcript

  • 1. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir IMPROVED STRATEGIC MANAGEMENT CAPACITY PROJECT Training Techniques Training – Session 1 Jocelyne Rasé Principles of Learning & Introduction November 2013
  • 2. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir
  • 3. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir The learning curve
  • 4. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Learning is a process
  • 5. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir One single subject
  • 6. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir One single subject
  • 7. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir
  • 8. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir People Retention
  • 9. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Outcome for this week • Make a 10 min presentation on a topic of your choice related to Strategic Management • Preferably a presentation you can actually make in your department to explain what SM is • You can work individually or as a group, as long as everyone presents for 10 min • You can pick one of the 5 topics identified in mod I
  • 10. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir 5 topics identified 1. How to get engagement and support from the under secretary of your institution? What actions would take? How would you do it? 2. How to make more coherent the various SM documents. Which ones? and how? 3. Choose 3 strategic areas relevant to your institutions and define the main priorities and the KPIs – Key Performance Indicators - for each of them 4. What measures would you take to improve the SM capacity in your institution? 5. How would you ensure that there are more incentives to comply with the SM measures?
  • 11. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Making a Presentation • It is your chance to show Leadership • Be the center of attention – do not hide or apologise!!! • Make eye contact with everyone BEFORE you start • Demand attention - never start talking until you have complete silence • Move around - Own the space - This is your show!!!! • Address the people who are distracted or distracting
  • 12. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir
  • 13. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Assess your audience
  • 14. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Evaluating existing competences + Gap analysis
  • 15. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Awareness Desire Knowledge Ability Reinforcement Assessing blocking factors Do they know that they need to change? Do they want to change? What is in it for them? What are the consequences for them of not changing? Do they have the required knowledge? How can they acquire tit? Are they able to apply skills and knowledge? Is coaching/support required? What happens when they do (or do not) display required behaviour or way of working? Is there positive reinforcement when they do? Are there negative consequences when they do not 16
  • 16. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Developing competences Do they know how do it? SKILLS • • • • KNOWLEDGE Technical Mastery Training - Support Results Orientation Strategic Judgment: working for the greater good – helicopter vision Do they want to do it? ATTITUDE MOTIVATION Competenc e VALUES Do they have the right mind-set? VALUES - REPUTATION • • • • • Efficiency Effectiveness – 20/80 rule Continuous improvement Learning agility Culture of feedback • • • • • Sense of purpose Assertiveness Optimism Openness to new ideas Collaboration - willingness to work in a team & share best practices & lessons learned • Sharing with others - transmission of knowledge 17
  • 17. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Assessing trainees Grumpy Expert EXPERT I am able, eager and willing Skill I can do it but I don‟t WANT to OK if I do OK if I don’t I could do it but I don‟t see WHY Can’t Do Won’t Do Eager Novice I want to do it but I don‟t know HOW Will
  • 18. People have different modes of operation Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir I Relationships Introvert – reflective – time to think first E Thinks out loud Learns through interactions Extravert How people interact with others P Information Operational - Detailed C Conceptual - Creative - Innovative How people handle information A Decisions Analytical - Logical B Emotional – Connection - Beliefs How people take decisions S F Organisation Structured, methodical Open to possibilities Flexible How people organise themselves and others
  • 19. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Use both sides of the brain Focus on tasks Details Facts Logic Analysis Reason Structure Method System Focus on relationships Concepts Theories Ideas Feelings Opinions Harmony Connection Optimism
  • 20. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir People learn differently… ACTIVISTS PRAGMATISTS REFLECTORS THEORISTS
  • 21. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir What do Activists do best? Activists involve themselves fully in new experiences • They like new problems and opportunities from which to learn • They get involved in short “Here and Now” activities • They tend to have a high visibility – they talk to a lot of people • Extravert – Practical Learn by doing
  • 22. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir What do Reflectors do best? Reflectors like to ponder experiences and observe • They observe, think, and reflect over activities • They think before acting and to assimilate before commenting • They review what has happened and what they have learned • They reach a decision in their own time without pressure and tight deadlines • Introvert – Analytical thinker – Structured Think first
  • 23. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir What do Theorists do best? Theorists integrate observations into logical sound theories • They explore methodically the associations and inter-relationships between ideas, events and situations • They set structured situations with clear purposes • They question and explore basic methodology, assumptions or logic behind something • They like being intellectually stretched – they do research • Creative – Analytical thinker
  • 24. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir What do Pragmatists do best? Pragmatists are keen on trying out new ideas and see if they work in practice • There see the link between the subject matter and problem or opportunity on the job • They need techniques for doing things with obvious advantages currently applicable to their jobs • They concentrate on practical issues • Practical – Operational – Hands on
  • 25. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Time Out
  • 26. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Communication
  • 27. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Miscommunication
  • 28. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir The purpose of communication is to influence…
  • 29. How do youdo you How communicate what communicate stand for? your you Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir ? Choose 4 words you want to be known for…
  • 30. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Dance • Eye contact • Expression • Posture • Gestures • Movement Words • Content • Precision • Clarity Music • Voice tone • Pitch • Pace • Power • Flow
  • 31. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Exercise The candidate • You are meeting a potential employer and you introduce yourself as a strong candidate • How do you communicate those 4 values? The employer • Say the 4 words that come to mind after meeting that person • Give feedback on how to improve the candidate’s introduction
  • 32. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Nonverbal Communication Barriers 1. Flashing or rolling eyes 2. Quick or slow movements 3. Arms crossed, legs crossed 4. Gestures made with exasperation 5. Slouching, hunching over 6. Poor personal care 7. Doodling - scribble 8. Staring at people or avoiding eye contact 9. Excessive fidgeting with material How will you communicate your 4 values NON – verbally?
  • 33. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Handshake Body language Eye Contact Read Article: « The power is in your hands »
  • 34. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir More intimacy Control over the receiver by blocking his right hand
  • 35. Palm up and open: open honest approach Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Finger pointing = symbolic club to beat listener into submission Palm down: Authority, demands submission No weapon are being held or concealed Authority without aggressivity
  • 36. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Body language Posture & Space Appropriate distance Open or closed gestures
  • 37. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Be aware of space - don‟t invade the bubble Intimate. <0.5 m Personal Social 0.5 m - 1 m - 1 to 3 m Public – beyond 3.5 meter
  • 38. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir People who hold something in their hand are perceived as more powerful.
  • 39. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Holding power in your hands
  • 40. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Verbal Communication Barriers 1. Attacking (interrogating, criticizing, blaming, shaming) • "If you were doing your job we probably wouldn't be in this situation, would we?” • • "Have you followed through with the training we asked you to do? “ "From what I can see, you don't have the capacity to understand Strategic Management” 2. "You Messages" (moralizing, preaching, advising, diagnosing) • • • "You don't seem to understand how important it is for your department to get help with strategic management” "You obviously don't realize that if you were following the right steps of SM, you wouldn‟t have this problem.” “You don't seem to care about what‟ s going on in this Ministry” 3. Showing Power (ordering, threatening, commanding, directing) • • • "If you don't voluntarily agree accept our guidelines, we can report you to your manager. Go ahead and file a complaint if you want to.” "I'm going to write a letter of complaint to the Minister and have this in your file if you don't stop contradicting me each time I offer a suggestion about SM” 4. Other Verbal Barriers: shouting, name calling, refusing to speak.
  • 41. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir What type of relationship do you want? I am the boss Do it MY way or else… That is stupid! CONTROLLING You should… You must, You have to… PARENT You ought to know better CP NP PARENT Everything is OK I understand NURTURING I will help you If it goes wrong, I will fix it It will PARENT be good for you I’ll do that for you Everything will be fine in the end Don’t worry, be happy! ADULT I never worry, I am happy!!! I like it! Terrific! Great! Lets have fun! Lets be optimistic no matter what No responsibility No true accountability No effort NATURAL CHILD CC FC RC CHILD 42 I don’t want to do it! I will COMPLIANT CHILD never…! I will take risks I will manage on my own I don’t need you! I don’t care about what people think! REBELLIOUS CHILD
  • 42. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Influencing Tips • Talk less, listen more People are less likely to resist when you show them that you understand their concerns. Listen to their feelings, worries and make sure your solutions include them • Make them like you – Be charming It is hard to say NO to someone you like. We tend to like people who share our background and interests, so play up similarities. Flattery works – be sincere. • Do a favour Doing something for someone gives you influence. Everyone understands the need to repay later what another person has given them. (ex: win-win – giving free candies with the bill in restaurants)
  • 43. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Tips • Adjust your heart beat to theirs To be influential with someone, you need to be on the same wavelength, in sync, aligned, connected.. Mimicking & mirroring are important techniques of engagement. Only when your hearts beat as one, can you truly negotiate a win-win solution. • Promise satisfaction No matter how tense the conversation, promise that something good will come out of it for all involved. • Be clear of what you want – ask for it Many people are willing to comply but they don’t know exactly what they should do… Tell them. Making comments, giving hints or hoping that people will read between the lines is ineffective and counter productive.
  • 44. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Tips • Always give the person a choice People are more likely to agree with you when they have the option of saying NO. The more freedom you give people after you explained what you expect of them, the more they will submit to your will. Resistance often comes from the lack of choice. • Call for action Plan for the next step. • Always thank the person for their cooperation, time, attention, etc. Make the person feel good about themselves. They might not remember what you said but they will remember how they felt.
  • 45. Use winning – compelling – potent words… Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir JC Penneys • Coupon • Best deal • Inexpensive • Free Apple • Elegant • Intuitive • The best • Fast Smart Phones • Multi-tasks • Different • Indispensible • Unique • New Volvo • Security • Safety • Guaranteed • Reliable Online shopping • Convenient • Easy • Simple • Fast • Cheaper • Practical • Time saving Pharmaceuticals • Proven • Researched • Tested • Evidence • Safe • Effective
  • 46. Use compelling words for SM… Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir • • • • • • • • • Effective Valuable – added value Useful Innovative Accountable Transparent Easy to adapt User friendly Practical • • • • • Joint venture The same for all ministries Applicable in public services Connected with environment Aligned with international organisations
  • 47. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir • Three little pigs, three blind mice, etc • The Father, the Son and the Holy Ghost Comic triple: • There is an Englishman, a Scotsman, and an Irishman • The joke about the blonde, the brunette and the redhead • Let me tell you the joke about a priest, a rabbi and president Bush • How do you get to my place? Go down to the corner, turn left, and get lost. Political slogans • The party of the left, the party of the right and the centrists • Government of the people, by the people, for the people • Vini , Vedi Vinci • Segregation now, segregation tomorrow, segregation forever • Blood, sweat and tears
  • 48. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir • Some some people think A is the solution • Others think B is better • I believe that C will help us meet our objective… and I would like to explain why… C could be a combination of A&B or something totally different and original
  • 49. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir How would you apply the rule of three? A: Some colleagues think that the Turkish government is doing well when managing public funds. We are on the right track.. B: Others feel that the the way public administrations manage public funds in Turkey is catastrophic. C: I believe, that even though much has been done, progress still needs to be made if we want to be aligned with the best practices of OECD countries
  • 50. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Verbal Messages Paraphrasing - a brief, succinct statement reflecting the content of the speaker’s message Reflecting Feeling - a statement, in a way that conveys understanding, of the feeling that the listener has heard. Summarizing - a statement of the main ideas and feelings to show understanding. Questioning - asking open questions to gain information, encourage the speaker to tell her story, and gain clarification.
  • 51. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir
  • 52. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir EXERCISE – sub groups • How would you introduce yourself and explain your role as SM Facilitator? • What do you say to catch attention, grow interest and have influence? • What do you want him/her to remember?
  • 53. Introducing yourself Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir About YOU I am… I am responsible for… I report to… I stand for, I believe, I value … (working together – being aligned) About WHAT YOU WANT THE PERSON TO REMEMBER  My mission is…  This is how I do it…  The result will be…
  • 54. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Phone Pitch • Be upbeat: No one likes to talk to a dull voice. • Have a concise agenda and stick to it: Get to the point simply and quickly so that the person on the other end of the line is immediately sure why you are calling and what you need from them • Soothe yourself: Drink a hot beverage first. You do not want to feel or sound hoarse • Make sure you can be heard: Keep distractions to a minimum by using a landline and make sure there is no interference • Don’t speak too quickly: Take a deep breath before making a phone call. Be aware of the pace of your speech. • Listen more than you talk: Defer attention to the person rather than talk about yourself • Make sure there are no distractions: Be sure to keep background noise to a minimum by closing your door
  • 55. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Phone Pitch You call a Head of… and you would like to come to the Unit to make a short presentation on SDU to all team members What do you say to catch his attention and get an appointment? On the phone
  • 56. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir
  • 57. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Before you do anything, remember…. About YOU I am… I am responsible for… I promise… I value… (working together – being aligned) About WHAT YOU WANT The purpose of my call is… I / we have a problem & I would like to offer a solution I would like you to… / I need from you…
  • 58. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Make a case for yourself instead of trying to convert the other person to your views
  • 59. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir DON’T PLAY PING PONG VALIDATE HOWEVER
  • 60. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Getting a YES Principles & values • „Respect for tradition is more important than success‟ • „Fairness is more important than results‟ • „Being appreciated is more important than being right‟ How can we appeal to respect for tradition, fairness, and popularity and still implement the reform? Beliefs & opinions • As a result of the implementation of the reform, people will lose their jobs • “Reforms never last… you just have to wait and see…” • “People who work in public administrations are more rigid than people in private organisations” How can we challenge their thinking? – by coaching (Day 4) Needs & wants Ask people what they need or want to support the reform?
  • 61. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Getting a YES • What are the Principles & Values of the person? • How can you appeal to these values to present the strategic management initiatives that supports the reform? • What are the Beliefs & Opinions that might block the person? • How can you challenge their thinking? • What are their Needs & Wants • How can you ask them what they need or want to support the reform?
  • 62. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Different people have different needs EXTRAVERT DRIVER EXPRESSIVE People focused Task focused EMOTIONS LOGIC& REASON ANALYTICAL AMICABLE INTROVERT 63
  • 63. Change your style to meet the person’s needs Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir PUSH: This is what you need EXTRAVERT SHOW PROS + CONS CONVINCE - SELL DRIVER PULL: Let me show you how… SHOW POSSIBILITIES EXPRESSIVE COACH Task focused People focused LOGIC& REASON EMOTIONS ANALYTICAL EXPLAIN: Let me give you some detailed information so you can think about it BE AN EXPERT AMICABLE INTROVERT NURSE: Let me help you GIVE PERSONAL SERVICE MAINTAIN THE RELATIONSHIP
  • 64. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Phone Pitch - SDU You have a telephone conference with a Head of… and you need to discuss an important change in the unit in order to follow the guidelines issued by the strategic management development project. What do you say to catch his attention and influence him? On the phone
  • 65. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Defending YOUR point of view, not diluting your message • May I play the devil‟s advocate? • I think differently, may I explain why? • May I disagree with you for a moment? • I would like to counter your argument • I believe differently and I would like to tell you why • I have a different view on the topic; may I explain it? • On one hand this, on the other hand that… • Some people might disagree with your point and say… • Some people think A, others think B, I would like to defend C (rule of66 3)
  • 66. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Preparation • Work on your 10 min presentation on a topic of your choice related to Strategic Management • A presentation you can actually make to your colleagues/ manager to explain what SM is, and how relevant it is to them • You can work individually or as a group, as long as everyone presents for 10 min • You can pick one of the 5 topics identified in mod I
  • 67. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir 5 topics identified 1. How to get engagement and support from the under secretary of your institution? What actions would take? How would you do it? 2. How to make more coherent the various SM documents. Which ones? and how? 3. Choose 3 strategic areas relevant to your institutions and define the main priorities and the KPIs – Key Performance Indicators - for each of them 4. What measures would you take to improve the SM capacity in your institution? 5. How would you ensure that there are more incentives to comply with the SM measures?
  • 68. Bu proje Avrupa Birliği ve Türkiye Cumhuriyeti tarafından finanse edilmektedir Assignment