Chapter 3: Set the Example Skill Focus: Purposeful questions Listen for answers Tell Stories

Questions? Anything Interesting?

Our Culture

The Future I am very interested in the future – because that is where I will spend my time. – Kettering

Insights from Chapter 3 Calendar alignment DWYSYWD Right phrases – repeat, repeat, repeat Ask purposeful questions Ask for feedback Adjust based on feedback Call attention to shared values when they happen (teachable moments) Broadcast exemplars

Purposeful Conversations

Leadership is about Asking Questions How are you communicating with your staff? How do you know what the people you’re communicating with feel and think? What skills do you need to improve your communication? When will you begin the process? How will you know when you are communicating effectively? These are self-reflection questions Single Loop Learning

Leadership is about Asking Questions What’s possible - What’s wrong - What is going right – with our communication? What is the person, business or network trying to accomplish through communication? What has to happen for communication to work effectively? What are the barriers that cause ineffective communication? These are “big-picture” reflection questions Double Loop Learning

Three Types of Questions Grand-tour questions – open ended – These questions allow the respondent to tell you what is happening from their perspective – “How are things going with the ‘Thompson’ case?” Probing questions – dig deeper – Keep asking questions until there is understanding on both your parts – “So, Thompson is telling us to work closer with her?” Planned Prompts – specific questions – If a specific topic you want to discuss does not come up – ask about it specifically – “Have you checked on what Jackson is doing?”

10 Declarations of Leadership 1.Here’s what I am thinking … 2.What do you think (feel)? 3.What did you learn from that? 4.I made a mistake. 5.You’re doing a great job. 6.How am I doing? 7.This is not the way we do things. 8.We need to do it this way because … 9.What are our customers saying? 10.How do you know? leadership-skills/

Leadership is About Listening Active Listening Exercise Groups of three Speaker, Listener, Discussant Speaker discuss anything of interest Listener listens using effective listening techniques Following, feedback is given to listener by the Discussant Rotate roles Speaker Active Listener Discussant

Active Listening... Bridging - yes, go on… nodding Restating - So what you mean by that is that Niagara is the best place in the world. Paraphrasing - So, one reasons is because Niagara is close to TO and Buffalo. Inviting clarification - Could you expand a little more on your point that Niagara is the best place to live?

Topics – anything you want Something about life in the Niagara region A Piece of History A difficult employee Sports A pet-peeve The Future Life in general

Which one were you most effective at using? Bridging - yes, go on… nodding Restating - So what you mean by that is that Niagara is the best place in the world. Paraphrasing - So, one of the reasons is that we are close to TO and Buffalo. Inviting clarification - Could you expand a little more on your point that Niagara is the best place to live? Other … – Reflect feelings - give a person feedback on the emotions they are expressing – You sound excited about this possibility – Give emotional support – Oh, poor you.

Giving Feedback Specific Descriptive Provide PEP – Praise, Evaluation, Praise Own and Employees View Direct it towards Behavior that can be changed Well timed Clearly understood Commitment to Change (if needed) Communication

Next Day Read and come prepared to discuss: Chapter 4 – BB summary of the chapter HEADS UP (for following Friday): ‘Tipping Point Leadership’ by Kim and Mauborgne, HBR, 2003 – As you read the paper – think about a problem that you are aware of and how this might help solve this challenge.