Performance Communication and Interpersonal skills

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Communication skills, interpersonal

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Performance Communication and Interpersonal skills

  1. 1. Performance Feedback One Minute Manager
  2. 2. Agenda <ul><li>1 st Part (90min) </li></ul><ul><li>One Minute Manager </li></ul><ul><ul><li>One Minute Goal Setting </li></ul></ul><ul><ul><li>One Minute Praise </li></ul></ul><ul><ul><li>One Minute Redirects </li></ul></ul><ul><ul><li>Apprentice: Evaluation </li></ul></ul><ul><li>2 nd Part (30min) </li></ul><ul><li>Receiving Feedback </li></ul><ul><li>3 rd Part (60min) </li></ul><ul><li>Building Relationship </li></ul><ul><ul><li>Show compassion </li></ul></ul><ul><ul><li>Develop Network </li></ul></ul><ul><ul><li>Share Knowledge </li></ul></ul>
  3. 3. Know your Colleagues <ul><li>Name </li></ul><ul><li>Birth place </li></ul><ul><li>Favorite Food </li></ul><ul><li>Hobbies (2) </li></ul><ul><li>Mobile Phone </li></ul><ul><li>10 Minutes </li></ul>
  4. 4. Background <ul><li>10 Years in Human Resource Development & Organization Dev </li></ul><ul><li>US Hard Disk Manufacturing in Penang (2500 employees) US Fortune 500 Recruitment Agency, KL Malaysian Major Retail Company, KL (4000 employees) </li></ul><ul><li>M.A. from University Malaya with Fellowship (Full Time Scholarship) from Malaysian Government (Sociology, Management and Literature) </li></ul><ul><li>4 to 5 years in Sales and Marketing Banking, Engineering, Trading & Project Investment </li></ul><ul><li>Specialized in Training, Learning Org, Work Process Improvement, Org Dev, Self Managed Team and Facilitation </li></ul>
  5. 5. Ground Rules <ul><li>One Person Talk at a time </li></ul><ul><li>Ask questions </li></ul><ul><li>Freedom of movement </li></ul><ul><li>Sleeping is allowed </li></ul><ul><li>Mobile Phone on silence mode </li></ul>
  6. 6. Note <ul><li>Learning Points </li></ul><ul><li>Action Plan </li></ul>
  7. 7. Building Relationship Compassion. Network. Knowledge
  8. 8. OMM OMM EBA
  9. 9. Relationship Building <ul><li>Emotion Bank Account </li></ul>
  10. 10. <ul><li>Emotional and analytical zone </li></ul>Emotion Emotion Zone Analysis Zone
  11. 11. Feel Good <ul><li>Must make people to have “good feelings” about you </li></ul><ul><li>Concept of “Emotional Bank Account” </li></ul><ul><li>Three Minute Manager needs emotional attachment to smoothen the process </li></ul>
  12. 12. Tim Sanders <ul><li>Three ways to build relationship (Tim Sanders of Yahoo): </li></ul><ul><li>“ Love is the Killer App” </li></ul><ul><li>Compassion </li></ul><ul><li>Knowledge </li></ul><ul><li>Network </li></ul>
  13. 14. Compassion the human ability to reach out with warmth SUPPORT & LISTEN
  14. 15. 1. Help Unconditionally <ul><li>Helping others is the way to shape cooperative environment </li></ul><ul><li>Wal Mart: Drop your work to support your colleagues </li></ul><ul><li>The power of “How can I help?” </li></ul>
  15. 16. WIIFM? <ul><li>Build Network </li></ul><ul><li>Create Joyful environment </li></ul><ul><li>Lower resignation rate </li></ul><ul><li>Create a pleasant experience </li></ul>
  16. 17. 2. Listen <ul><li>B. Listening with Compassion </li></ul><ul><li>- Listen with intend to understand </li></ul><ul><li>- Listen with intent to respond </li></ul><ul><li>- rephrase the story </li></ul><ul><li>- Interested in them </li></ul>
  17. 18. Tips <ul><li>- Ask – 5W1H </li></ul><ul><li>-“Can u tell me more?” </li></ul><ul><li>- Pace of speaking </li></ul><ul><li>- Imitate their body language </li></ul><ul><li>- Focus on their words, body language </li></ul>
  18. 19. Exercise <ul><li>Hobbies </li></ul>
  19. 20. Network your entire web of relationships MATCH PEOPLE
  20. 21. Network – Informal Influence <ul><li>Social resource to build network for employees </li></ul>
  21. 22. Calls to PM <ul><li>How many calls you need to make to reach Prime Minister? </li></ul>
  22. 23. Process <ul><li>Business/Work Match </li></ul><ul><li>Collection </li></ul><ul><li>Connecting </li></ul><ul><li>Dissappearing </li></ul>
  23. 24. Collection <ul><li>1 Prepare yourself – store your card </li></ul><ul><li>2. SWAP cards </li></ul><ul><li>3. organize card </li></ul><ul><li>4. Input data (outlook) </li></ul><ul><li>5. Follow Up (send email/phone) </li></ul>
  24. 25. Connecting <ul><li>Tune your receiver what they want vs what they need </li></ul><ul><li>Arrange to meet </li></ul>
  25. 26. Disappearing <ul><li>No commission </li></ul>
  26. 27. Circles Circle of Influence Circle of Concerns
  27. 28. Change Agent <ul><li>&quot;Be the change you wish to see in the world.&quot; “ </li></ul><ul><li>My life is my message.&quot; Mahatma Gandhi, 1869-1948 </li></ul>
  28. 29. WIIFM <ul><li>Create trust </li></ul><ul><li>Enlarge your network </li></ul><ul><li>To feel useful </li></ul><ul><li>They listen to you because you have helped them </li></ul><ul><li>Reputation </li></ul>
  29. 30. Knowledge everything you have learned and everything you continue to learn READ & SHARE
  30. 31. Learn faster <ul><li>Our only competitive edge is to learn faster than our competitor </li></ul>
  31. 32. Capture <ul><li>Build relationships through knowledge sharing (MBA & Doctor) </li></ul><ul><li>Knowledge is social currency for easy conversation (boring or interesting) </li></ul><ul><li>Capture in many forms: Internet, Blog, Books, Podcast, Interview, TV, Magazine </li></ul>
  32. 33. Encoding: digest knowldge <ul><li>Read for future application </li></ul><ul><li>Master the reading and learning skills </li></ul><ul><li>Books are the cheapest form </li></ul><ul><li>Outline, Org Structure, Index, Browse </li></ul>
  33. 34. Application <ul><li>At work </li></ul><ul><li>Support colleagues </li></ul>
  34. 35. Info <ul><li>What information you want to have? </li></ul><ul><li>How many books are you planning to read this year? </li></ul>
  35. 36. Concluding Chapter <ul><li>Three ways to build emotional </li></ul><ul><li>and trust: </li></ul><ul><li>Compassion </li></ul><ul><li>Network </li></ul><ul><li>Knowledge </li></ul><ul><li>When you apply OMM, they listen </li></ul>
  36. 38. OMM <ul><li>Pfizer adopt the OMM worldwide </li></ul><ul><li>Regional Direction </li></ul><ul><li>Major Part of Performance Management </li></ul><ul><li>Global Talent Management </li></ul><ul><li>Concept originated by Ken Blanchard </li></ul>
  37. 40. Leadership Series <ul><li>One Minute Manager </li></ul><ul><li>Situational Leadership II </li></ul><ul><li>Eight Steps Coaching </li></ul>
  38. 41. Target Audience <ul><li>Not only for managers </li></ul><ul><li>Yourself </li></ul><ul><li>Employees </li></ul><ul><li>Family </li></ul>
  39. 42. Performance Management Performance Planning Coaching and Feedback Performance Evaluation OMM SL II 8 ST
  40. 43. One Minute Goal <ul><li>Goal Setting Machine </li></ul><ul><li>Boundary: empty car park </li></ul><ul><li>Agreement: flicker minded </li></ul><ul><li>SMART </li></ul>
  41. 44. Steps <ul><li>Establish goals with employees </li></ul><ul><li>Get both party agreed specifically </li></ul><ul><li>Check the progress periodically </li></ul><ul><li>Ask them to do self appraisal: </li></ul><ul><li>“things do well” </li></ul><ul><li>“things need to improve” </li></ul><ul><li>Offer help, guidance and ideas (optional) </li></ul>
  42. 45. SMART <ul><li>Specific & Situational </li></ul><ul><li>Measurable & Motivating </li></ul><ul><li>Action-oriented & Aligned </li></ul><ul><li>Realistic & Relevant </li></ul><ul><li>Time-bound & Track able </li></ul>
  43. 46. Identify Goals <ul><li>Your own career goals </li></ul><ul><li>Your own personal goals </li></ul><ul><li>Subordinate goals </li></ul><ul><li>Family goals </li></ul><ul><li>General Specific </li></ul>
  44. 47. Exercise <ul><li>Write down your own general goals </li></ul><ul><li>Write down two general and specific goals in each category </li></ul>Personal Life Colleagues Own Date (Deadline) Detail (specific) Goal (general)
  45. 49. Applications <ul><li>Brainstorm how the goal setting can be used in each of the category </li></ul><ul><li>Your own work? </li></ul><ul><li>Your employees? </li></ul><ul><li>Your personal life? </li></ul>
  46. 50. Application <ul><li>Self </li></ul><ul><ul><li>monthly review </li></ul></ul><ul><ul><li>weekly self reflection </li></ul></ul><ul><ul><li>constant reminder </li></ul></ul><ul><ul><li>Paste everywhere? </li></ul></ul><ul><ul><li>Spend a minute read about your goals </li></ul></ul><ul><li>Employees </li></ul><ul><ul><li>Follow up </li></ul></ul><ul><ul><li>Day to day </li></ul></ul><ul><ul><li>Performance review </li></ul></ul><ul><li>Family </li></ul><ul><ul><li>Coaching </li></ul></ul><ul><ul><li>Chit chat </li></ul></ul>
  47. 51. At Work <ul><li>Don’t policing your employees </li></ul><ul><li>Work is not progress linear </li></ul><ul><li>Yes….But </li></ul><ul><li>Assign more work (performance punishment) </li></ul><ul><li>Criticizing mercilessly </li></ul>
  48. 52. Meeting F2F <ul><li>Bring it up in weekly face to face meeting </li></ul><ul><li>“How are you doing in this area?” </li></ul><ul><li>“Anything I can help in this area?” </li></ul><ul><li>“Done anything special?” </li></ul>
  49. 53. Role Play <ul><li>Create a scenario </li></ul><ul><li>Using OM Goals </li></ul><ul><li>Feedback </li></ul>
  50. 54. Further Action <ul><ul><li>Encourage them to do more of the same behaviors </li></ul></ul>
  51. 55. One Minute Praise Recognizing Achievement
  52. 56. Human Potential <ul><li>&quot;If we are going to bring out the human potential at its best, we must first believe in its existence and its presence.&quot; </li></ul><ul><li>Viktor Frankl, 1905-1997 </li></ul>
  53. 57. Focus on Strengths <ul><li>&quot;The task of leadership is to create an alignment of strengths, making weaknesses irrelevant.&quot; </li></ul><ul><li>Peter Drucker, </li></ul><ul><li>The Father of Modern Management, 1910-2005 </li></ul>
  54. 58. People will do what you are rewarding them to
  55. 59. Why? <ul><li>Recognition </li></ul><ul><li>(human psychology needs) </li></ul><ul><li>Appreciation (feel valued; not taken for granted) </li></ul><ul><li>Encourage positive behaviors </li></ul><ul><li>(People do what you are rewarding them to) </li></ul>
  56. 60. Maslow Hierarchy of Needs <ul><li>Basic needs </li></ul><ul><ul><li>Physiological needs - food, water </li></ul></ul><ul><ul><li>Safety needs </li></ul></ul><ul><li>Psychological needs </li></ul><ul><ul><li>Need for love and belongingness </li></ul></ul><ul><ul><li>Need for esteem - success and status </li></ul></ul><ul><li>Self-Actualization </li></ul><ul><ul><li>Realizing one's potential, self-fulfillment, understanding, insight. </li></ul></ul>
  57. 61. Attitudes <ul><li>Think well of yourself </li></ul><ul><li>Think well of others </li></ul>Improve Dark Cloud Best Sunflower
  58. 62. You can choose <ul><li>You can choose your sun glasses </li></ul><ul><li>Yellow or Black </li></ul><ul><li>Yellow = Optimistic </li></ul><ul><li>Black = Negative </li></ul><ul><li>Think of one of your good friend </li></ul><ul><li>Black sunglasses Yellow sunglasses </li></ul>
  59. 63. Food for Thought <ul><li>Thinking about the one thing </li></ul><ul><li>that will make the morning sun a little brighter </li></ul><ul><li>Star Buck/ Bugis Junction </li></ul>
  60. 64. One Minute Praise <ul><ul><li>Get their attention </li></ul></ul><ul><ul><li>Be specific - sincere </li></ul></ul><ul><ul><li>Impact to you or others </li></ul></ul><ul><ul><li>Eyes contact – facial expression </li></ul></ul><ul><ul><li>Praise </li></ul></ul><ul><ul><li>Stop. Let them respond </li></ul></ul><ul><ul><li>Reinforce the behavior </li></ul></ul><ul><ul><li>Thank the person </li></ul></ul>
  61. 65. Flashback <ul><li>How have you applied OM Praise to yourself in the past? Give your own example </li></ul><ul><li>How have you applied OM Praise to yourself in the past ? Give your own example </li></ul><ul><li>How have you applied OM Praise to your family in the past? Give your own example </li></ul>
  62. 66. Future <ul><li>How to apply OM Praise to yourself in future? Give your own example </li></ul><ul><li>How to apply OM Praise to others in future ? Give your own example </li></ul><ul><li>How to apply OM Praise to your family in future? Give your own example </li></ul>
  63. 67. Future Application: Now Family Colleagues Own Sentence (Deadline) Detail (Incident) Target
  64. 68. One Minute Redirects Performance Improvement
  65. 69. Off Track Redirect Right Track Traffic Flow
  66. 70. Redirects <ul><li>Performance lapse </li></ul><ul><li>Work not up to expectation </li></ul><ul><li>Procrastinate report </li></ul><ul><li>Scold people for no reasons </li></ul><ul><li>Politicking </li></ul><ul><li>Take company property </li></ul><ul><li>Over claims </li></ul><ul><li>Negative attitudes </li></ul>
  67. 71. Redirects <ul><li>Personal: Self evaluation </li></ul><ul><li>“how can I do better?” </li></ul><ul><li>“have I achieved the target?” </li></ul><ul><li>Employees </li></ul><ul><li>“how can you do better?” </li></ul><ul><li>“how can I help?” </li></ul><ul><li>Family </li></ul><ul><li>“Any problems?” </li></ul><ul><li>“Want some helps?” </li></ul>
  68. 72. It won’t happen often if you <ul><li>Sit down with them in PLANNING stage </li></ul><ul><li>FOLLOW UP with them in the middle of the project or task </li></ul><ul><li>Provide them TRAINING before the task </li></ul><ul><li>DELEGATE properly – resources, expectation, timeline, authority, methods </li></ul><ul><li>Utilize their STRENGHT </li></ul>
  69. 73. Talk and Share <ul><li>COMMUNICATION </li></ul><ul><li>SESSION </li></ul>
  70. 74. Redirects <ul><li>Gentle but firm </li></ul><ul><li>no need to shout or </li></ul><ul><li>show sour face” </li></ul><ul><li>Never do it in the public </li></ul><ul><li>When your mood is good </li></ul><ul><li>No personal attack “ you are so lazy” </li></ul>
  71. 75. Redirects <ul><li>No right or wrong </li></ul><ul><li>Focus on effectiveness (less time/people/cost) </li></ul><ul><li>Focus on objective </li></ul>
  72. 76. Old Methods <ul><li>Scold </li></ul><ul><li>Revenge: bad increment </li></ul><ul><li>Sour face </li></ul><ul><li>Cold storage </li></ul><ul><li>Ignore </li></ul><ul><li>Beat/slap </li></ul>
  73. 77. Methods <ul><li>Self Appraisal </li></ul><ul><ul><li>refer to the agreement (OM Goal) </li></ul></ul><ul><ul><li>“What went right? </li></ul></ul><ul><ul><li>“What could be improved?” </li></ul></ul>
  74. 78. Methods <ul><li>Suggestion - Propose the employees some </li></ul><ul><li>suggestions - “Would you like to try doing this…| </li></ul><ul><li>because. What do you think? </li></ul>
  75. 79. Methods” <ul><li>Fact Finding Do your homework (data) </li></ul><ul><li> * tell the person what they did not effective “ I observe….” </li></ul><ul><ul><li>tell the person how you feel and how it affect your work (surprise, disappointed, strange) “I feel…because….” </li></ul></ul><ul><ul><li>* pause (for them to explain) </li></ul></ul><ul><ul><li>Propose an action plan “What would you do if same thing happens again?” “Would you like to ….?” </li></ul></ul>
  76. 80. Methods <ul><ul><li>Affirmation </li></ul></ul><ul><ul><li>Affirm person’s past performance in this area </li></ul></ul><ul><ul><li>State the problem </li></ul></ul><ul><ul><li>Ask if help needed “how can I help” </li></ul></ul><ul><ul><li>Seek for solution </li></ul></ul>
  77. 81. Sharing of other methods <ul><li>Sharing </li></ul>
  78. 82. Taboo <ul><ul><li>Don’t….. </li></ul></ul><ul><ul><li>Attack personally </li></ul></ul><ul><ul><li>Store up your redirects </li></ul></ul><ul><ul><li>Threaten </li></ul></ul><ul><ul><li>Redirect in public </li></ul></ul><ul><ul><li>Redirect a learner </li></ul></ul>
  79. 83. Role Play <ul><li>Remember incident you have to do a </li></ul><ul><li>“redirect”. Role Play </li></ul><ul><li>Observer: give the person feedback </li></ul>
  80. 84. Summary <ul><li>One Minute Goals What is my goals </li></ul><ul><li>One Minute Praise </li></ul><ul><li>What have I/you done well? </li></ul><ul><li>One Minute Redirects </li></ul><ul><li>What areas I/you need to improve? </li></ul>
  81. 85. Receiving Feedback Self Improvement
  82. 86. RISKY BUSINESS Redirects
  83. 87. Motive must be right <ul><li>CARE </li></ul>
  84. 88. Care and Risk <ul><li>Body Odor </li></ul><ul><li>Bad Breath </li></ul><ul><li>Stinky Stocking </li></ul>
  85. 89. Ratio of Feedback <ul><li>10% </li></ul>
  86. 90. Logic <ul><li>Thank the Person </li></ul>
  87. 91. General Reaction <ul><li>ANGRY </li></ul><ul><li>Embarrass </li></ul>
  88. 92. <ul><li>Emotional and analytical zone </li></ul>Emotion Emotion Zone Analysis Zone USE QUESTIONS TO REDIRECT THE MIND
  89. 93. Fire Panic High Stress Ask Questions
  90. 94. Experience <ul><li>Share with us your experience of receiving feedback? Discuss with the group </li></ul>
  91. 95. Tips <ul><li>1. Welcome Feedback </li></ul><ul><li>2. Don’t Justify; Just LISTEN </li></ul><ul><li>3. Ask for detail 5W1H </li></ul>
  92. 96. Tips <ul><li>5. Ask for Guidance Can you give me some tips how to do it better? </li></ul><ul><li>6. Appreciation </li></ul><ul><li>Thank you </li></ul>
  93. 97. Question <ul><li>If you receive feedback openly, what would they think of you? </li></ul>
  94. 98. Role Play <ul><li>EXERCISE: Role Play </li></ul><ul><li>Stocking </li></ul><ul><li>Body Odor </li></ul><ul><li>Late </li></ul><ul><li>Procrastinate </li></ul>
  95. 99. SUMMARY One Minute Manager Building Relationship Receive Feedback
  96. 100. Sharing New/Good Application
  97. 101. Common <ul><li>Common Sense ≠ Common Practice </li></ul><ul><li>Our challenge is to adopt new practice </li></ul>

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