MANAGING AND TRAINING YOUR STAFF

1. MANAGING AND TRAINING YOUR STAFF

2. Management versus Leadership Some differences… Management • Focuses on systems and structures • Focuses on bottom line $ • Increase work & production • Relies on control • Does things right • Leadership • Focuses on the journey • Focuses on the people • Fosters mutual respect • Inspires trust • Does the right thing Manage from the left, lead from the right! People will manage themselves if you let them!

3. Leading people Important things to do: • Be very good at finding the right people (who and what) • Be ready to prune • Set boundaries • Get them emotionally involved • Trust them, don’t micro-manage • Ensure they know what is expected of them • Let them make mistakes • Take the blame, give them the credit

4. Leading people Important things to do: • Respect and appreciate individual differences • Adapt your style • Accept their limitations • Listen without prejudice • Encourage them, praise them in advance • Train them to bring you solutions, not problems • Inspire loyalty and team spirit • Be kind to them • Motivate them • Help them grow • Genuinely care about them

5. Training employees The typical learning cycle Skill becomes automatic, do it without thinking about it Can perform the activity correctly, takes focus Competence Aware that you don’t know how to do something Not aware that you don’t know how to do something Incompetence Unconscious Conscious Training and coaching are needed (manageable “chunks”) What language do you speak?

6. Training employees VAKOG Model & Predicates Our nervous system enables us to process information through our five senses: • Visual (sight) • Auditory (sound – hearing) • Kinaesthetic (feeling – tactile) • Olfactory (smell) • Gustatory (taste) … Emphasized most frequently Humans have a primary representational system (preferred system)

7. Training employees What is your preferred representational system? • You want to buy a car… • You are going to buy a stereo… • You are a travel agent and want to sell me a trip… • You communicate, train or coach in your own language What if your language is not the same as your employees? • We code information according to our primary representational system • (Using appropriate words - predicates)

8. Training employees VAKOG Model & Predicates Your speech is an expression of the way you think and make sense of the world • If you think in a VISUAL way, you are more likely to say: • I get the picture • It’s clear now • I see what you mean • It looks right to me • See, I told you that would happen • I could see it coming • If you think in an AUDITORY way, you are more likely to say: • That sounds good • It rings a bell for me • I hear what you are saying • We’re on the same wavelength • Just say what you have to say • You could hear the silence • If your experience is more FEELING based, you are more likely to say: • That was too much to handle • I just know it’ the right thing to do • How do you feel about that • That feels right • It made an impact on me • I was moved by what you said

9. Training employees VAKOG Model & Predicates Your speech is an expression of the way you think and make sense of the world • If you think in a VISUAL way, you are more likely to say: • I get the picture • It’s clear now • I see what you mean SHOW ME • If you think in an AUDITORY way, you are more likely to say: • That sounds good • It rings a bell for me • I hear what you are saying TELL ME • If your experience is more FEELING based, you are more likely to say: • That feels right • It makes an impact on me • I was moved by what you said LET ME TRY

10. Business coaching • So… do you speak the same language as all your employees? • If not, what do you need to do from now on? • What about your customers… how do you need to present • your products from now on? • How can this knowledge help you promote your business • more effectively? • What is your business about? • (in visual, auditory and kinesthetic terms)

11. Linda Cousineau, 613-228-1618 www.sostraining.ca