1. Dale Carnegie Training Personal Leadership ® ISO-405-PD-EV-1001-V1.0 Regional AAHAM Meeting Sponsored by the Keystone and Philadelphia Chapters of AAHAM

2. Today’s Business Reality More... Better... Faster... With Less!

3. What Makes for a Successful Leader? When you think about successful Leaders you know, what attributes about them come to mind immediately? Please write 3-5 attributes

4. Triangle of Success Attitude Skills Knowledge 85% 15% Communication skills Leadership Job knowledge People SkillsFlexible Team player Integrity Strong work ethic Industry knowledge Technical skills Courage Humor Analytical skills

5. Leadership Leadership is creating environments that influence others to achieve group goals People support a world they help create

6. Management Management is the creation, implementation and monitoring of processes People support a process that helps them succeed

7. Interactive Communication Sender Receiver Message Feedback Relationship Filter

8. Levels of Listening EmpatheticSelectiveAttentivePretendIgnore Listening

9. The 4 Problem Solving Questions1 What is the problem? 2 What are the causes of the problem? 3 What are the possible solutions? 4 What is the best solution?

10. Connect with Others Genuine Interest Helpfulness Understanding Respect

11. Feedforward 5 Thank 3 Describe 2 Pick one behavior 1 44 Feedforward Focus Ask for two suggestions for the future

12. Connect with Others 1.Don’t criticize, condemn, or complain. 2.Give honest, sincere appreciation. 3.Arouse in the other person an eager want. 4.Become genuinely interested in the other person. 5.Smile.

13. Connect with Others 6.Remember that a person’s name is, to that person, the sweetest and most important sound in any language. 7.Be a good listener. Encourage others to talk about themselves. 8.Talk in terms of the other person’s interests. 9.Make the other person feel important, and do it sincerely.

14. “Innerview” Perspectives Purposes Purposes Results Conversation Building Common Ground Networking Common Needs & Opportunities Trust Building Common Values The “Innerview” Process

15. Discuss w/ Your Partner: 1. 2 most useful ideas today 2. What action steps will you take to become a stronger Leader? Leadership Action Plan

16. Dale Carnegie Training Personal Leadership ® ISO-405-PD-EV-1001-V1.0 Regional AAHAM Meeting Sponsored by the Keystone and Philadelphia Chapters of AAHAM