Level 5 Award in Leadership and Management Skills

Day 2

Objectives for today … to • Reflect on thoughts, observations or questions

after Day 1 • Explain the communication process and

evaluate strategies to overcome barriers• Evaluate how interpersonal and

communication skills affect managerial performance

• Develop an understanding of how a personal development plan can improve your managerial performance

Communication and Interpersonal Skills

Activity

• Define communication

• Define interpersonal skills

• What are the key differences?

Importance of Communication

• Effective communication dictates operational efficiency and facilitates teamwork. It underlies the efficiency of key functions such as managing, training, selling and resolving conflicts within an organisation

Communication skills are…

The ability to convey information to another effectively and efficiently. Business managers with good verbal, non verbal and written communication skills help facilitate the sharing of information between people within a company for its operational benefit.

Interpersonal skills are…

The set of abilities enabling a person to interact positively and work effectively with others. These skills include the areas of communication, listening, delegation of tasks and leadership.

Interpersonal Skills• Strong interpersonal communication is at the heart

of any successful organisation. It goes beyond merely words and involves a variety of communication methods, such as gestures, voice tone, facial expression and body language.

• The successful use of interpersonal skills by a manager can create a proactive, hard-working and united culture. Equally, poor interpersonal skills can negatively affect a teams performance

Communication – linear model

‘transmission of information, ideas, attitudes, or emotion from one person to another, primarily through symbols’.

… is dependent on the quality of the linkages between the various elements in the process

(Shannon and Weaver 1949)

Linear model of communication (Shannon and Weaver )

Linear model – a ‘done to’ process• Sender: the message creator.• Encoding: the process of putting thoughts into messages

through the creation of content and symbols.• Decoding: the process of interpreting and assigning meaning

to a message.• Message: the transmitted information.• Channel: the medium through which the message passes.• Receiver: the target of the sender and collector of the

message.• Noise: those distractions which interfere with the

transmission of the message

A model of the communication process

SENDER (Source) RECEIVERChanne

l

Encoding Decoding

Feedback (optional)

Noise

Message

Channel

The Communication Process

Adapted from Stoner and Mason (1998)

Transactional model… a ‘do with’ process ‘both people involved in the interaction are communicators, and instead of the process illustrated as linear, it becomes circular in its function. Thus the process is an exchange. The two people engaged constantly respond to each other by initiating messages and sending responses back and forth’ (DeFleur, 2005).

Transactional model

Communication cycle

Exercise in groups……Look at the various methods of communicating within businessWeigh up the advantages and disadvantages ?

Remember SMART !!

Communication review

Body language

55% Tone of voice38%

Words 7%

Albert Mehrabian (1971)• Famous for research on communication • Others understand us based on the impact of our body

language, our voice, and our words, in unequal proportion.• Are we fully aware of the impact we currently make on

others?• How can we judge ourselves on each area (appearance, voice,

words)?• Do our behaviour and appearance support each other?• Perception is the meaning of the message • Others may need knowledge too.• Are you congruent ?

Non verbal communication / body language – see memory stick

• Facial expressions

• Gestures

• Posture

• Body position

• Use of space

Understanding Body langauage

• Situation

• Normal Patterns

• Congruence – Does it match?

• Sensory Preferences – questionnaire on memory stick

Developing Rapport• Rapport is being able to relate to others in a

way that creates a climate of trust and understand

• A close and harmonious relationship in which the people or groups concerned understand each other’s feelings or ideas and communicate well

http://www.oxforddictionaries.com

Rapport

Representational system quiz

How we use language ?

• Big picture v small picture ?• Visually – what you see• By sounds – what you hear• By feelings – what you sense and can feel,

taste or smell.• By how you talk to yourself • Language is subjective !!

Visual thinkers• Talk quickly• See memories as pictures• Breathe from top of lungs• Need minimum detail• Get bored quickly• Interested in how things ‘look’• Think in bigger picture• Like to be ‘shown things’• Will change subject • Use words like

See how you go….

Looking

on the bright side….

Its very clear to see…

Things look a

bit foggy to me

Imagine winning…..

Catch a glimpse of…

Take a peek at…

In view of……

Tunnel vision

Auditory thinkers• Easily distracted by noise• Love the phone and music• Breathe from middle of chest• May talk to themselves.• May repeat what you have said to them• Tone of voice is very important• Like steps and procedures• Love to be told how they are doing• Love stories • Use words like……….

I want to hear what you have to say….

I think they are very tuned in…I really

want to be heard

That sounds great

To tell the truthUnheard of

Utterly useless

Loud and clear

KINAESTHETIC- FEELINGS THINKERS• Includes taste and smells• Want to know how things feel• May talk slowly• Breathe lower• Respond to physical rewards• Memorise by doing something or walking it

through.• Speak deliberately• Will want the details• Think things through

I feel this is the right thing to do

I need to get a hold of this

Lets tap into….This is a solid idea

It may have slipped through the net

I got into a scrape

It will catch on soon

Analytical thinker• Always comes secondary to the others• Spend time processing internally• May talk to themselves out loud• Will look for things to make sense• Logical and process driven• May want extensive details• May talk in long sentences• Memorise by steps• Often uses the language of logic and business

• Visual language• Auditory language• Kinaesthetic language• Analytical and logical language

Exercise – Sell the pen

ListeningThere are two types of listening:

Active Listening is when you are concentrating on the message being given by the other person

Passive Listening is when you find yourself waiting for the other person to stop speaking so that you can say something yourself.

Exercise…

Now think about how you will assess and measure that your communication is effective ?• Qualitative ?• Quantitative ?• Did it drive change ?• Feedback ?• Choose one written and one verbal method ?• Feedback to the group

Using questions….• Use short, clear, simple questions, starting

with words such as:• Who?• How?• Where?• When?• What?• In what way?• Tell me about?

• Use ‘why’ with caution• How specifically – what do you mean by?

Transactional communication – Eric Berne

Transactional communication – Eric Berne

Communication Summary for Managers

• Acknowledge and respond to individuals’ communication styles presented in the workplace

• Adapt your communication to build rapport and get the message across to colleagues and clients

• Always check understanding• Encourage ‘open’ communication at all times• Demonstrate effective listening skills• Protect your own emotional state and keep

communication on an adult level

Consider afterwards -Managerial Communication Barriers• What are the barriers you experience in your

workplace• Physical barriers• Sender’s Personal barriers• Receiver’s personal barriers

• How can you overcome these barriers? Assignment: Understanding the Management role AC 2.1, 2.2 Assignment: Assessing your own leadership capability and

performance 2.2

Interpersonal skills … how do you relate and communicate with others?

What do you think the important interpersonal skills are for a manager ?... And why ?

Key interpersonal skills • Listening • Questioning• Empathy• Assertiveness• Conflict resolution• Team building• Presentation skills• Influencing

• Self awareness• Resilience• Negotiation• Self management• Relationship

management• Social awareness • Decisiveness

Personal Development

Honey and Mumford StylesStyle

Attribute Activities

Activist

Activists are those people who learn by doing. Activists need to get their hands dirty, to dive in with both feet first. Have an open-minded approach to learning, involving themselves fully and without bias in new experiences.

Brainstorming, problem solving, group discussion, puzzles, competitions, role-play

Reflector

These people learn by observing and thinking about what happened. They may avoid leaping in and prefer to watch from the sidelines. Prefer to view experiences from a number of different perspectives, collecting data and taking the time to work towards an appropriate conclusion.

Paired discussions, self analysis questionnaires, personality questionnaires, time out, observing activities, feedback from others, coaching

Theorist

These learners like to understand the theory behind the actions. They need models, concepts and facts in order to engage in the learning process. Prefer to analyse and synthesise, drawing new information into a systematic and logical ‘theory’.

Models, statistics, stories, quotes, background information, applying theories

Pragmatist

These people need to be able to see how to put the learning into practice in the real world. Abstract concepts and games are of limited use unless they can see a way to put the ideas into action in their lives. Experimenters, trying out new ideas, theories and techniques to see if they work.

Time to think about how to apply learning in reality, case studies problem solving, discussion

Flexible communication ….consider

• Honey & Mumford • Preferred communication style• How will you use this knowledge to improve

your communication within your team?• How would you manage people with each of

the 4 learning styles identified and communication styles ?

Your development plan should be…

• Based on feedback – seek it out !• SMART development objectives • Based on a critical assessment of your own

knowledge, skills, personal attributes and behaviour and their effect on your managerial ability

• Demonstrate self awareness • Linked to your development needs and priorities• Easy to read and understand – see development plan

handoutUnderstanding the management role: 3.1, 3.2, 3.3

For Next Session

• Complete Day 2 Worksheet• Start Development Plan activities