Introduction to the Essential Skills
  • Developing People, Leading Teams & Managing Processes
  • Two Self-Assessments
  • What is Management, Leadership and Process?
  • The Heart of the Matter: Values and Culture
  • Values Worth Considering
  • Management Essentials - Exercise 1
  • The Essential Skills
Responsibilities: Communication, Boundaries and Delegation
  • Essential Horizontal Communication
  • Essential Vertical Communication
  • Delegation and Assigning Tasks
  • Stay Safe! Stay in Bounds!
  • Exercise 2: Build a Communication Matrix
  • Communication, Boundaries and Delegation
Developing Employee Skills
  • Improving Human Performance
  • A Model for Basic Skills Training
  • An Example of Skill Training
  • Exercise 3: Create a Skill Development Plan
  • Developing Employee Skills
Motivating Your Team Members
  • The Hierarchy of Motivation
  • The Power of Purpose
  • Social Motivation and Creating The Bonds of Trust
  • Motivation and Organization Life Cycles
  • Situational Motivation
  • Stimulus Control - The Power of the Environment
  • Keys to Effectiveness
  • Keys to Intrinsic Motivation
  • Exercise 4: Develop a Plan to Improve Situational Motivation
  • Motivating Your Team Members
Coaching and Communication Skills
  • The Manager's Role as "Coach"
  • Coaching and Self-Awareness - Are You "Stu?"
  • Body Language - Attending
  • Asking Open-Ended Questions
  • Reflecting or Rephrasing
  • Expressing Empathy
  • Acknowledging
  • Using Silence
  • Brainstorming Together
  • Exercise 5: Coaching and Communication Skills
  • Coaching and Communication Skills
Difficult Conversations - Giving and Receiving Feedback
  • Giving Feedback
  • Receiving Feedback
  • Feedback Exercise Exercise 6
Discipline - Justice, Discipline and Self-Control
  • Justice and the Meaning of Discipline
  • The Process of Discipline
  • Solving Behavior Problems
  • Standard Work
  • Leader Standard Work - Setting the Example
  • Exercise 7: Discipline and Self-Control
  • Discipline - Justice, Discipline and Self-Control
Team Formation and Organization
  • Teams - The Foundation of Organization
  • Defining Your Team Structure
  • Stages of Team Development
  • Writing A Team Charter
  • Roles and Responsibilities on A Team
  • The Agenda
  • Leading Teams
  • Exercise 8: Team Formation and Organizaton
Team Facilitation & Decision Making
  • Team Facilitation - Why It Matters!
  • Team Facilitation Skills - 1
  • Team Facilitation Skills 2
  • The Enron Story and the Abilene Paradox
  • Clarifying Decision Styles
  • How To Gain Consensus
  • Team Facilitation
Conflict Resolution
  • Principles of Conflict Resolution
  • A Model of Conflict Resolution
  • Conflict Resolution: Debate or Dialogue?
  • Conflict Resolution: Behavioral Characteristics of Debate or Dialogue
  • Conflict Resolution
  • Exercise 9: Conflict Resolution
Keeping Score and Goal Setting
  • Developing Your Team Scorecard
  • The Balanced Scorecard
  • Targets, Goals and Objectives
  • MBO & Self-Control
  • Exercise 10: Keeping Score and Goal Setting
  • Keeping Score and Goal Setting
Problem Solving Process Improvement
  • Attitudes of Problem Solving
  • Root Cause Analysis
  • Plan-Do-Check-Act Problem Solving Model
  • A3 - Lean Problem Solving
  • The Skills of Brainstorming
  • Exercise 11: Solving Problems
  • Solving Problems, Improving Performance
Improving Your Work Process
  • What Are Processes and Capabilities?
  • Listening to Your Customer
  • Exercise 12: Know Your Customer's Requirements
  • Defining Your Process