9/17/2010

LEADERSHIP WHAT IS A SKILL?

SKILLS

guru-DM405-SesVI 1 guru-DM405-SesVI 2

Skill Acquiring
• What is a Skill?
– An Ability that can be acquired/developed by training
& practice.
• How does one acquires? Step by Step process
Apply
Relevant or Basic Leadership Skills

Practice

Learn

Awareness of the
Skill
guru-DM405-SesVI 3 guru-DM405-SesVI 4

List of Basic leadership Skills

• Learning from experience
• Communication
• Listening
• Assertiveness LEARNING FROM EXPERIENCE
• Building technical competence
• Building effective relationship- S:P:S
• Building Credibility
• Managing Stress

guru-DM405-SesVI 5 guru-DM405-SesVI 6

1
 9/17/2010

Capacity to Learn(Measured as LQ) Learning from Experience

• Create yourself opportunities to get feedback
INTROSPECTION
CAPACITY TO
LEARN
• Try a bit beyond your comfort zone
FLOW
REFLECTION &
CONTEMPLATION • Learn from others
• Make your productivity journal
Introspection: Willingness to look back and learn from mistakes
and identifying areas of improvement • Prepare a self development plan
Reflection & Contemplation: Ability to observe his own thoughts,
actions and emotions and improving to perform better

Getting in to flow: Ability to get in to flow with experience

Enhancing capacity to learn improves the person’s awareness and

Adds person’s quest to knowguru-DM405-SesVI
more 7 guru-DM405-SesVI 8

Creating Opportunities to get feedback Maintain your productivity journal

• Do call for feedback • Use a small note book like a diary
• Participate in feedback programmes when called for • Note down important learning, quotes, anecdotes
• Do not offer explanation on failure of work etc which will help you for success of your profession
• Be a good listener Prepare your development plan
Going beyond Comfort Zone • Plan and Act on activities which will help you in
• Stretch yourself to learn achieving your future goals
• Develop “Kaizen” as a habit
• Consider tasks beyond the call of routine as opportunity
Learn from Others
• Be a good observer
• Keep your eyes and ears open
guru-DM405-SesVI 9 guru-DM405-SesVI 10

Successful Communication
• KISS- Principle of Successful Communication
• Seven Cs of Communication
– Candidness (sincere, honest, fair, unbiased)
– Clarity (clear, no verbose)

COMMUNICATION –
–
Completeness (planned and structured)
Conciseness (use of single words instead long
phrases)
– Concreteness (specific, definite in describing events)
– Correctness (No grammatical, tense etc errors)
– Courtesy (maintain proper decorum)

guru-DM405-SesVI 11 guru-DM405-SesVI 12

2
 9/17/2010

Listening
• Listening is the central skill in the establishment
and maintenance of interpersonal relationship
• Active Listening involves
– Eye Contact
LISTENING – Posture
– Paraphrase
– Response

guru-DM405-SesVI 13 guru-DM405-SesVI 14

Listening not only important for Leader

but also for successful business….
• At “Starbucks Coffee” stores, where a customer
can order a
“double-shot decaf grande iced half-skim vanilla
dry cappuccino” ASSERTIVENESS
• An Indian version could be
“ Garam kadak peeki adrak elaichi masala chai
malai marke”

“Listening is a skill that keeps people together”

- Daniel Goleman
guru-DM405-SesVI 15 guru-DM405-SesVI 16

When Faced with Difficult Situation Non-Assertive Behaviour

• Reluctant to express his/her own feelings,
• Animals have Two Options as response particularly own feelings
– Fight : Aggression • Keeps quite when others take advantage
– Flight : Non-Assertion • Refrains from complaining when services or products
• Human Beings have Third Option as response are not up to the standard
to difficult situation Assertiveness
• Finds it difficult to refuse the requests of others for
– Assertiveness time or resources
• Frequently makes compromises in the interests of
harmony
• Is unwilling to inconvenience people for things he or
she wants
Acquiescence Aggresiveness
• Is submissive in the presence of aggressive behaviour
guru-DM405-SesVI 17 guru-DM405-SesVI 18

3

Aggressive Behaviour
• Frequently argues with others
• Frequently gets angry and thinks others to be
put in their place
• Usually gets own way in situations
• Easily and frequently find faults with others
• Continually works to personal agendas at the
expense of others
• Rarely feels aware of the needs or feelings of
others
• Competes with others and is angry if not
successful
guru-DM405-SesVI 19
Assertive Behaviour
• Is able to refuse a request without feeling guilty or
obliged
• Is able to ask for what he or she wants and can insist
on legal entitlements without becoming emotional
guru-DM405-SesVI 21
Aggressiveness, Passiveness and Assertiveness
• Aggressiveness, is where one’s feelings, needs
and rights are expressed in a way that does not
respect the feelings, needs and dignity of the
other.
• Aggressive people tend to victimize others,
causing stress but also experiencing it, as their
relationships tend to be conflicted as well
• Non Assertiveness/Passiveness is the inability to
adequately express one’s feelings, needs and
rights. Passive individuals tend to feel victimized
and experience greater levels of stress, due to not
having their needs met in relationships..
guru-DM405-SesVI 23
9/17/2010
Assertive Behaviour
• Able to express desires and feelings to others
• Able to converse and work well with people at all
levels
• Able to appreciate the views of others and accept
any that appear more reasonable than their own
• Is able to disagree with some one and yet retain their
friendship and respect
• Is aware of the needs and desires of others
• Is able to make concession to others without feeling
of inadequacy
• Is able to control feelings and emotions even in
difficult or emotionally charged situations
guru-DM405-SesVI 20
Definition: Assertiveness
Assertiveness is the ability to express one’s
feelings and assert one’s rights while respecting
the feelings and rights of others. Assertive
communication is appropriately direct, open and
honest, and clarifies one’s needs to the other
person.
guru-DM405-SesVI 22
Aggressiveness, Passiveness and Assertiveness
Assertive people are able to maintain healthier, less
stressed relationships in which everyone’s needs are
being better understood and met. Assertive individuals
tend to experience more life satisfaction, as they are
better able to make decisions and take actions in line
with their ultimate life goals.
guru-DM405-SesVI 24
4
 9/17/2010

Body Language & Assertive Behaviour

1. Eye contact and facial expression: Maintain direct eye
contact, appear interested and alert, but not angry.
2. Posture: Stand or sit erect, possibly leaning forward
slightly.
3. Distance and contact: Stand or sit at a normal
BUILDING TECHNICAL
conversational distance from the other. COMPETENCE
4. Gestures: Use relaxed, conversational gestures.
5. Voice: Use a factual, not emotional tone of voice. Sound
determined and full of conviction, but not overbearing.
6. Timing: Choose a time when both parties are relaxed. A
neutral site is best.

guru-DM405-SesVI 25 guru-DM405-SesVI 26

Building Technical Competence

• Understand how the job role contributes to the
company’s objective- being effective
• Become an expert in the job – being efficient
• Seek opportunity to broaden experience- do not shy BUILDING EFFECTIVE
away from the tasks which are beyond your job role
RELATIONSHIP

guru-DM405-SesVI 27 guru-DM405-SesVI 28

Synergistic Communication Valuing the Differences

• Opening your mind, heart & expressions to
• Valuing the differences is the essence of
– New possibilities
– New alternatives
Synergy
– New options • All people see the world, not as it is, but as they
• Instead of opposition and defense, there need are.
to be a genuine effort to understand • The person who is truly effective has the
• The attitude should be humility and reverence to recognise his own
– “If a person of your intelligence and competence perpetual limitations and to appreciate the rich
and commitment disagrees with me, then there resources available through interaction with the
must be something to your disagreement that I
don’t understand, and I need to understand it. You
hearts and minds of other human beings
have a perspective, a frame of reference I need to
look at”

5

What is Supportive Communication?
• Supportive communication is
– To preserve or enhance a positive relationship
between you and another person while
• Addressing a problem
• Giving negative feedback
• Tackling a difficult issue
– One which allows you to communicate information to
others that is not complimentary, or to resolve an
uncomfortable issue with another person, but in the
process strengthen your relationship
Attributes of Supportive Communication
• Congruent, Not Incongruent
– Focus on honest messages where verbal statements
match thoughts and feelings
• Descriptive, Not Evaluative
– Focus on describing an objective occurrence,
describing your reaction to it, and offering a
suggested alternative.
• Problem oriented, Not person oriented
– Focus on problems and issues that can be changed
rather than people and their characteristics
Attributes of Supportive Communication
• Owned, Not Disowned
– Focus on taking responsibility for your own
statements by using personal (‘I’) words
• Supportive Listening, Not one-way Listening
– Focus on using a variety of appropriate responses,
with a bias towards reflective responses
9/17/2010
Attributes of Supportive Communication
• Congruent, Not Incongruent
• Descriptive, Not Evaluative
• Problem oriented, Not person Oriented
• Validating. Not Invalidating
• Specific, Not Global
• Conjunctive, Not Disjunctive
• Owned, Not disowned,
• Supportive listening, Not one-way listening
Attributes of Supportive Communication
• Validating, Not Invalidating
– Focus on statements that communicate respect,
flexibility, collaboration and areas of agreement
• Specific, Not Global
– Focus on specific events or behaviours and avoid
general, extreme or either or statements
• Conjunctive, Not Disjunctive
– Focus on statements that flow from what has been
said previously and facilitate interaction
BUILDING CREDIBILITY
guru-DM405-SesVI 36
6
 9/17/2010

Credibility
• It is the ability to breed trust in others
• How do you display?
– Strong sense of right or wrong
– Speak up for what they believe as correct MANAGING STRESS
– Practice what they preach
– Protect confidential information
• Two components of Credibility are
– Building Expertise –that is competence
– Building trust- For this first build relationship

guru-DM405-SesVI 37 guru-DM405-SesVI 38

Managing Stress
• Develop Supportive relationship
Thank You
• Be Assertive for
• Practice healthy life style Your patient listening
• Limit your aspirations with respect to your
capabilities, performance and achievements
• Learn to relax
• Do not over interpret- do not create self
complexity

guru-DM405-SesVI 39 guru-DM405-SesVI 40