Essential Leadership Skills and Qualities

1. Essential Leadership Skills and Qualities © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

2. Objectives  Determine the attributes, skills and knowledge an effective manager requires  Learn about some of the key skills and qualities required to become a world-class leader  Review the importance of communication skills  Learn the basics of Transactional Analysis theory  Recognise the importance of good people management skills  Review presentation skills  Understand the importance of effective team and culture building skills © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

3. Attributes, skills and competencies Attribute: A quality or characteristic inherent in or ascribed to someone or something Skill: Proficiency, facility, or dexterity that is acquired or developed through training or experience; a developed talent or ability: e.g. writing skills Competency: suitability, competence; the ability to do something well © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

4. Communication skills © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

5. Communication skills Effective listening on the 'phone Face-to-face communication Face-to-face listening © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

6. Albert Mehrabian Well respected business psychologist He determined that impact of a ‘message’ comes from 3 areas: The words spoken (language used) How the words are said (tone of voice) Body language (non verbal communication NVC) © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

7. Elements of Communication Ways in which we communicate include: Verbally Non-verbally Written word Via technology E.g. email–where offence is most frequently given © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

8. It’s not what you say… Please pass me the paper Can you move the chair? Thank you very much Sorry to keep you waiting I want to talk to you about this project What did you say? Can I have your name and number please? © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

9. Often heard expressions A You’d better B I suppose so C I If you don’t… I think I hope you don’t mind but Would you mind very much if Sorry ... Sorry ... Sorry I wonder Watch out! I feel Come on! I want You’re stupid! Let’s You’re useless! Do you think that How can we resolve this? © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

10. Face-to-face communication Words used How said NVC Source: Albert Mehrabian 7% 38% 55% © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

11. Quick reminder Letter/email/text: = 7% Telephone: 38% + 7% = 45% Face-to-face: 38%+ 7% + 55% = 100% More likely to be misunderstood Less likely to be misunderstood © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

12. Communication tips and hints Standard Emails All standard templates MUST  Create the right image  Be sense-checked  Be proof-read  Be signed-off as appropriate, relevant and coherent © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

13. Communication tips and hints Ad hoc business emails  Use business language  Clear and concise  Punctuation – correct and never excessive  Be wary of sending to ‘All’  Difficult issues – email is not the best vehicle  Avoid abbreviations and acronyms  No smileys  Use signature blocks  Avoid single word/phrase responses  Include original message with reply  Avoid all UPPER case © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

14. Communication tips and hints Written communication in general Never forget that request logs are business documents Well written documentation provides  a positive impression  re-useable data Use spell and grammar checkers Avoid acronyms, abbreviations and slang No dubious comments © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

15. Communication tips and hints In-person communication SHOW that you are listening REALLY listen Don’t interrupt unless essential Remember non verbal communication How do YOU like someone to respond/react when you are talking to them? © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

16. Communication tips and hints On the ‘phone NO visual clues Tone of voice - energy or lethargy? Clarity and rate of speech Appropriate verbal responses Ask questions to clarify and confirm Keep focused and LISTEN Take notes Summarise © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

17. Transactional Analysis Theory Devised originally by Eric Berne who stated that each of us has three alter ego states: Parent: Our ingrained voice of authority, absorbed conditioning, learning and attitudes from when we were young Child: Our internal reaction and feelings to external events Adult: Our ability to think and determine action for ourselves, based on received data © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

18. In a nutshell Parent is our 'Taught' concept of life Adult is our 'Thought' concept of life Child is our 'Felt' concept of life © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

19. Transactional Analysis Clues Parent  Physical : angry or impatient body-language and expressions, finger-pointing, patronising gestures  Verbal : ‘always’, ‘never’, ‘for once and for all’; judgmental words; critical words; patronising language; posturing language N.B. Be aware of cultural differences in body language that appear 'Parental' © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

20. Transactional Analysis Clues Child Physical : emotionally sad expressions, despair, temper tantrums, whining voice, rolling eyes, shrugging shoulders, teasing, delight, laughter, speaking behind hand, raising hand to speak, squirming and giggling Verbal : baby talk, I wish, I dunno, I want, I'm gonna, I don't care, oh no not again, things never go right for me, worst day of my life, bigger, biggest, best, many superlatives, words to impress © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

21. Transactional Analysis Clues Adult  Physical : attentive, interested, straight-forward, tilted head, non-threatening and non-threatened  Verbal : Why?, What?, How?, Who?, Where? and When?, How much?, In what way?, comparative expressions, reasoned statements, true, false, probably, possibly, I think, I realise, I see, I believe, in my opinion © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

22. Transactional Analysis Clues There is no general rule as to the effectiveness of any ego state in any given situation For a balanced approach to life, Adult to Adult is generally recommended © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

23. I’m OK –You’re OK* *title of book by Thomas A. Harris I’m OK –You’re OK I’m OK –You’re not OK You’re OK –I’m not OK I’m not OK –You’re not OK © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

24. Good leadership essentials Performance management skills Partnering skills Interpersonal skills © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

25. The communication process Poor communication is generally considered the biggest area of management weakness © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

26. The worst offences Leaders don’t communicate enough or at all Leaders over-communicate Leaders communicate inappropriately through outbursts, anger, or blaming Leaders don’t communicate clearly © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

27. Discussion points 1. Is being articulate a pre-requisite for IT support staff? 2. Should good written skills be a pre-requisite for IT support staff? 3. Should all IT staff be equally good at communicating? 4. When did you last assess the communication strengths and weaknesses of your team? 5. When did you last assess your own communication strengths and weaknesses? 6. Do you also identify communication skills opportunities and threats? 7. Does your skills matrix include interpersonal skills? © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

28. Effective leadership You are required to: Provide appropriate and consistent feedback Listen to/involve others in the feedback process Use a leadership style that is appropriate to the person, task and situation Set clear goals and objectives Train and develop your people © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

29. Four winning behaviours 1. Focus on the right target and the right vision 2. Treat your customers well 3. Treat your people well 4. Use the right kind of leadership © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

30. Managing meetings Common types of meetings: Planning Briefings Focus groups, information exchange sessions (information gathering) Team performance reviews Appraisals and disciplinaries © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

31. Characteristics of a successful meeting Scheduled in advance with sufficient notice given Agenda produced, published and circulated Meeting objectives defined Attendee list Start and finish on time Meeting ‘rules’ adhered to Minutes, outcomes, actions and deadlines documented and circulated promptly © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

32. Presentations Use appropriate format and style for the audience  Three key stages for a presentation: The introduction The main body of the presentation The summary or conclusion Use the right language Good visual aids Review and practice © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

33. Presentation tips Visual aids Supporting documentation Audience participation © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

34. Communication and negotiation Be willing to compromise Determine the real need Acknowledge other person's ideas Recognise and acknowledge emotions Know how to address them Discuss all people’s perceptions Ensure active participation from all Seek a compromise that suits all Recognise personality types, emotions and motivations of all participants © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

35. Questioning skills Basic forms of questions: Open Closed Clarifying © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

36. Information-gathering techniques One way Structured Unstructured © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

37. Relationship Management To manage relationships successfully, we must understand other people’s needs and manage their expectations © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

38. Business Relationship Skills Most business interactions are managed via communication of one sort or another ‘Diff’rent folks for diff’rentstrokes’ Differing personalities in the workplace The Achiever, the Affiliator and the Influencer © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

39. What influences these? Personality types are influenced by three principal factors: Our family and upbringing initially Subsequently by our peers Society in general We develop our own style of achieving and striving for success from our own inborn talents, life experiences and role models © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

40. The Achiever Internally motivated High standards and goals (self-set) Successful accomplishment of tasks very important Approx 10% of population are strongly motivated by achievement Many achievers are found in positions of management © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

41. The Affiliator Belonging Relating to others How they are treated by others These motivators are so important to affiliators that they influence the choices they make about how they work © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

42. The Influencer Tend to be inspirational people Power to influence people is important to them Strengthen others self-belief - particularly in competence and ability to contribute to success © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

43. Comparisons Using sport as an example Achievers - may prefer individual games Affiliators - may prefer team sports Influencers - almost any team sport provided they hold a position such as team coach, captain or manager © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

44. Business relationship skills and qualities  Personal image  Perception  Self knowledge and self development  Trust and respect for self and others  Understanding and contributing to effective teamwork  Motivation of self and others  Availability – personal time management  Recognition of stress in self and others, coping with pressure  Recognition of different approaches Plus the ‘people skills’ that relate to all these points © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

45. Summary Attributes, skills and knowledge for managers Transactional Analysis – the basics ‘I’m OK - You’re OK’  Leadership essentials Perceived management communication flaws Four winning leadership behaviours Further skills for leaders Business relationship skills © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

46. About Marval Marval offers a customer-centric approach to IT service management (ITSM), encompassing ITSM software, consultancy and education People Process Technology © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk

47. Thank you for watching © 2016 Marval Software Limited www.marval.co.uk E:info@marval.co.uk