QCLCI servantleadershipmodels EbenerDanR@sau

1. www.QCLCI.com www.servantleadershipmodels.com EbenerDanR@sau.edu

2. Day Three: Norming Feelings Behaviors Tasks

3. Meetings to Problem Solve • Searching for ideas. • Trying out ideas on each other. • Listening for understanding. • Not looking to dispute. • Short exchanges, no long speeches. • Seeking solution, not winning or consensus.

4. Nominal Group Technique • Similar to our method of meeting but with a some major differences. • Open and welcome • Independent generation of ideas • Record Ideas • Discuss ideas • Reach a decision • Announce results

5. Start the Process • Select a community problem about which you wish to brainstorm possible solutions. • Open and welcome. • State a clear purpose for the meeting. • Benefits statement. • Explain the process and rules.

6. Generate ideas • Members work as individuals and independent of each other. • Generate ideas without talking to each other. • Write each idea on an index card / Post-it note. • Facilitator does the same.

7. Record Ideas • Suggest one idea at a time. • Rotate to get all ideas. • Facilitator summarizes ideas, lists key words on white board. • No criticism of the ideas. • Questions of clarification only. • Rotate to get all ideas. • New ideas may be generated as well.

8. Discuss ideas • Open discussion on all ideas. • Proceed item by item. • Clarify, explain and discuss items. • Explore advantages and disadvantages of each item. • Discuss grouping: • Careful not to group too much. • No need for a group decision yet.

9. Reach a Decision • Create a clear ballot. • On white board. • Invite everyone to vote. • Number of votes should cut the list of ideas to number of options you need. • Weighted ballot might work: Give each person 5-4-3-2-1 or 3-2-1 weighted votes.

10. Announce Results • Publicly announce the results. • Thank members for participating. • May need to hold interim votes to narrow the choices down. • May have a few rounds of NGT. • Can be used to develop timelines, action plans, items for surveys, etc.

11. Try out the Method in your Team • Select a topic that is interesting to you: driving while distracted, young adults, infant child care, economic development, etc. • Later, you will use NGT to come up with possible solutions to the problem you select.

12. Use NGT to Select Your Topic • Use NGT to select the topic that you want to discuss – the problem you want to solve. • You can be whatever group you want to be – select an issue within that group’s control. • Select the issue and come back to report that to the full group in 30 minutes. • Assign a facilitator, reporter, recorder and time keeper for this process.

13. Use NGT to Select Top Five Strategies • Pick up NGT process with your selected topic. • Go through the Five Step Meeting process and NGT to select the best five ways to solve this problem. • These are strategies (not action steps) • Come back to the large room prepared to present what the issue was and what were your top five suggested strategies (in order of priority).

14. Use NGT with the Large Group • Use Five Step Meeting Process and NGT to select one of the Teams issues. • Use Five Steps and NGT to generate more ideas of ways to solve this problem. • Clarify and explain each item. • Discuss possible groupings of certain items. • Use NGT to prioritize five top strategies of the large group. • Begin with five top strategies from the Team that worked that issue

16. Report Back • Each group assesses their performance • Plus • Delta • Large group debriefing

17. Apollo 13 Watch Video of Apollo 13. Discuss connections to team-building.

18. Definition of a Team(Katzenbach & Smith) A team is a small number of people with complimentary skills who are committed to a common purpose, set of performance goals, and approach for which they hold themselvesmutually accountable.

19. Stages of Team Development(Tuckman & Jensen) Mature (efficient, effective) Team Maturity Failure Immature (inefficient, ineffective) Failure Failure Forming Storming Norming Performing Adjourning Stage From Hellriegel & Slocum (2004). Organization Behavior. Mason, OH: Thompson-Southwestern

20. The Five Dysfunctions of Teams (Lencioni) Status and Ego Inattention to Results Avoidance of Accountability Lack of Commitment Fear of Conflict Absence of Trust

21. Team Activity Spaghetti and Marshmallows Discuss connections to team-building.

22. Report Back • Each group assesses their performance • Plus • Delta • Large group debriefing

23. Preparing for Day Four:Exceeding your Clients’ Expectations • Delight your clients. • Go above and beyond. • Personalize the product or service. • Provide guarantees. • Ask for feedback. • Keep in touch.

24. Meet the Client • Report to work sites at 3:00: • Family Resources, Inc. • Café at Vine • Humility of Mary Shelter • Diocese of Davenport • Hand in Hand • Everyone has lunch at Café at Vine between 11 am and 1 pm.

25. Thursday: Performing • Start at 8:00 am. at the work site. • Wear work clothes. • After meeting the client, you will have until 4:00 to address the client’s need. • Dan’s cell: 563.505.1825

26. Day Four: Performing

27. www.QCLCI.com www.servantleadershipmodels.com EbenerDanR@sau.edu