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3 Key Competencies: Leadership, Communication, and Trust
- 1. Forging Relationships and Creating Success Through 3 Key Competencies: Leadership, Communication, Trust
- 2. In This Session We will discuss why it is essential to build and nurture leadership, trust, and effective communication in order to succeed You will learn how open communication and willingness to listen and learn from others creates trust within a team and builds strong relationships You will see that a leadership title will not ensure that anyone is a leader, you must work hard to earn the role of leader We will discuss building trust, breaking trust, and renewing trust You will get a reading list to help you in your growth on these three competencies
- 3. Leadership What is the definition of leadership? the process of social influence in which one person can enlist the aid and support of others in the accomplishment of a common task
- 4. Social Influence Leadership Takes place within a social setting, such as a work team Requires influencing as an effective skill that allows the leader to create a common cause creates buy-in for that cause utilizes communication, persuasion, logic, and emotional intelligence enlists involvement and investment from the team
- 5. Authority You may have a title that implies your authority (manager, lead, etc.) You may not have official authority as a team member/individual contributor In any of these cases, you should use your influence, your persuasion, your emotional intelligence, your reputation to: Handle unspoken or hidden agendas Gather consensus Focus on the common goal Disseminate information Natural leaders assume they have authority In a leadership deficit Speak out Do something
- 6. Being A Leader Watch good leaders with a critical and perceptive eye Read as much as you can on the topic and take courses you may find available Leading is a practical skill and an art, therefore, the more you practice it, the better you will become If leadership is not natural to you, find mechanisms that will help you step outside your comfort zone and grow
- 7. Communication The act of imparting knowledge of, to make known; to give to another; to give or interchange thoughts, feelings, information; to be joined or connected
- 8. Communication Questions Can you be an effective leader or successful team if you and your team suffer from poor communication? Do you feel as though there can be too much communication within or among teams? What qualities does an effective communicator have? Preparation Effective listening Nonverbal communication mastery Clarity, Concreteness, and Concision Openness/courtesy Confidence Empathy Respect Command of media channel selection
- 9. Effective Communication Requires deliberate effort – it doesn’t just happen Utilizes different channels wisely to ensure that the message is heard, understood, and disseminated Targets the message to the audience Doesn’t waste people’s time Is always courageous and honest My advice is… Use a communication plan for your projects, especially those that span teams, impact multiple products, or are mission critical
- 10. More on Communication Plans Having a plan is very important Knowing when to modify or throw out the plan is more important Consider your plan as you go, ask if it’s working for your stakeholders Be especially diligent when working on geographically diverse team projects Accommodate in-person conferencing when possible Include clear meeting requirements and guidelines Have a plan for communicating when things go wrong When in doubt, communicate about it!
- 11. Trust Assured reliance on the character, ability, strength, or truth of someone or something; dependence on something future or contingent; something committed or entrusted to one to be used or cared for in the interest of another
- 12. Trust Is the glue that binds a team in a collaborative environment Keeps people from operating in “survival mode” Prevents teams from fragmenting into factions or single actors Can’t be left to personal similarities, given the current highly diverse work environment Is essential in Agile and self-directed work teams as they must count on each other
- 13. Ways to Build Trust Make a great first impression Be authentic Demonstrate care and concern for others Be truthful and demonstrate integrity Give credit where due and take the blame when it is time Treat everyone with respect Focus on shared, not personal, goals Do what’s right Ask hard questions and offer solutions Be aware of your non-verbal and other’s non-verbal communication Demonstrate trust in others Be decisive Allow yourself to be flexible
- 14. Trust Broken According to the 2016 Edelman Trust Barometer Special Report on Employee Advocacy, 1 in 3 employees don’t trust their employer Think of the times your trust was broken at work What broke it? Was it a big event or slow, small erosion? Trust is most commonly eroded through daily disappointments Top ways to break trust in the workplace Lies by commission or omission Failure to act as you demand others to act Failure to follow through on your commitment Gossip Finger pointing Violating confidences Discount other people’s opinions/make decisions unilaterally Taking credit when you didn’t do the work
- 15. People Need Trust in Relationships Remember, trust is earned slowly and destroyed quickly Handle trust carefully with consistent deliberation in your actions, communications and choices Engage in difficult conversations Be vulnerable and ask for feedback, make apologies Put yourself on the line for the team Deliberately cast aside assumptions you may have about others Demonstrate trustworthy behavior at all times Use emotional intelligence to respond to breaches of trust, when you commit them and when others do so
- 16. In This Session We discussed why it is essential to build and nurture leadership, trust, and effective communication in order to succeed You learned how open communication and willingness to listen and learn from others creates trust within a team and builds strong relationships You saw that a leadership title will not ensure that anyone is a leader, you must work hard to earn the role of leader We discussed building trust, breaking trust, and renewing trust You received a reading list to help you in your growth on these three competencies
Hinweis der Redaktion
- Think about the leaders you have known, good and bad. Think about what made them so bad. <interaction>Briefly, could someone give me a definition of what leadership means? *next* My favorite definition of leadership is: the process of social influence in which one person can enlist the aid and support of others in the accomplishment of a common task. If you take the definition apart, there are some key words that will help guide you toward the skills and qualities that you want to nurture in order to grow as a leader. <interaction> What are some of the words that jump out at you in that definition? For me it’s “process” and “social influence”. Leadership is never static, it is always moving. If you stop exhibiting and practicing leadership, it is gone. Leadership is all about influencing, never about ordering. Why do you think I would say that? https://en.wikipedia.org/wiki/Leadership Chemers, M. (1997). An integrative theory of leadership. Lawrence Erlbaum Associates, Publishers. ISBN 978-0-8058-2679-1. Chin, Roger (2015). "Examining teamwork and leadership in the fields of public administration, leadership, and management". Team Performance Management. 21 (3/4): 199. doi:10.1108/TPM-07-2014-0037.
- <interaction>What setting is required for leadership to exist? Leadership does not exist in a room with only one person in it. Leadership by its very nature puts you in a social setting. In our case, that setting is our work. <interaction>How is leadership exhibited? Influencing is the essential skill required by leaders in a social setting. Leadership is not someone giving orders and others jumping to perform those orders. That works very well in autocratic dictatorships and the military, however in work situations, this is not the most desirable or effective way to lead. In work situations, you need to set a direction or a goal and get everyone to work toward it. The use of influence helps to draw the team along and get their buy-in for the common purpose, rather than “going along for the ride”. Influencing implies that the leader uses their skills in communication, persuasion, logic, and emotional intelligence in order to explain the situation, transmit the vision, and then outline the path chosen for completion of the common task at hand. It seeks to enlist involvement and investment from the people who are on the team. <interaction>What are the traits a trustworthy leader should exhibit? <interaction>What are some ways that you can build and nurture each of these traits in yourself and others? <interaction>Who can you team with in order to develop these traits in yourself?
- <interaction> How many of you have been asked to make decisions but didn’t have authority to act to enforce those decisions? Often times you are called upon to act as a leader but you may not officially have the authority to enforce your ideas or points of view. If this is the case, you should lean upon your other leadership skills, in order to influence people, handle unspoken or hidden agendas, persuade them to work toward a common goal, and educate people on topics with which the team may not be familiar. One thing that natural leaders do is assume they have authority until challenged. This may or may not work for you, however in situations where there is a leadership deficit, I encourage you to speak out and act out. Someone needs to assume the mantle of leadership or else there is no common goal, no consensus, and no success. Remember those qualities we discussed for leaders and use the opportunity to practice your leadership skills.
- In my life, I have been able to work with some very, very good leaders. Not all of them have been at work. One of my favorite leaders was the maestro for my community chorus. Because of his capabilities, I am a better singer, a more confident singer and I have performed at Carnegie Hall as part of our community chorus. Think about the leaders in your life outside your work life as well as in work. Read on the topic, but also think about some of the leaders you may have encountered in non-fiction you have read. There are exceptionally great and terrible leaders in world history offering you a wealth of examples. As you read, you will become more aware of the subtleties of style and technique that leaders employ through out a situation. More than anything, practice the skills we have discussed, consistently demonstrate the qualities we have highlighted. This, more than anything, will help build your confidence as a leader and other people’s confidence in you.
- What jumps out at you from this description? “Act” – you have to DO something in order to communicate. It is deliberate. Being deliberate in your communications is a valuable practice. Have a plan for communicating about your project/product. Communication is an “interchange”. There must be at least one other individual receiving information and giving feedback. One way directives do not qualify as communication. Those are orders. Lastly, you are joined or connected through communication. Building a community, building trust and unity are exactly what the project manager or BA need to do. Through consistent, open and honest communication, we can build that trust and unity that is so essential to success.
- Think about all of the great communicators you know or have known. What are the traits those people exhibited that prompted you to think about them? Please consider these points. A great communicator is always prepared. Whether they are being asked to speak, or if they are being asked to listen. Think about how you might prepare to listen. Any ideas on how to prepare to listen? Effective listeners don’t just hear the words being said, they understand the meaning behind them through listening to context, phrasing, and observing body language. They also see how others are responding to the message. What are their expressions, their postures? Are they engaged in the moment? A great communicator always looks for these visual clues to understand unspoken truths in the situation. A great communicator is concise, accurate and exact in all interactions. Ambiguity is a risk that no project can afford. People resent having their time wasted and will shut down, so they might not hear what they need to, so concision is a necessity. A person who is not accurate in their communications is someone who becomes untrustworthy and therefore is not a credible source for communications, creating doubt in the team…..
- It is my opinion that the biggest mistake we all make when starting up projects is to assume that communication will happen. Assumptions about communication are as dangerous as any undocumented assumption in that not everyone will understand the importance of communication, or who needs communication, or what needs communication, etc. I urge you to create a communication plan for all projects. Every one. It may be a simple plan for a simple project, but it will help you establish a habit that can mean the difference between project failure or success, in the future. I can’t teach you about a communication plan in the time we have, however I have given you a set of links in the handout that can help you as you learn how to implement a communication plan. Use every channel of communication you have open to you. Not everything has to be disclosed in a meeting. Consider the use of discussion boards or instant messaging for some communications, such as environment alerts or testing coordination. Use SharePoint or other collaboration software when you have geographically disparate team members. Sometimes a phone call will suffice, other times you will want to speak face-to-face. Determine what people prefer and what gets the information across with a minimum of time taken away from the job. Project managers and Business Analysts must be confident and honest communicators at all times, but especially when there are difficult messages to be delivered. This is where self-confidence comes in to help save the day. The employee who is confident enough to risk speaking up when no one else will can be of inestimable value on a team. Sometimes, you will not be popular, however if you know your topic, relate it using the traits/qualities listed above, you will build credibility and respect in relating the bad news.
- Communication plans are valuable. I cannot stress that enough. Please use deliberation when starting a new project or team or product. Know the best ways to communicate with your stakeholders. Know the frequency of communication that will help your stakeholders feel comfortable with the flow and progress of your work. Anticipate the best methods to use when you have to communicate bad news. Hopefully you will never have to use the plan, but chances are that you will. Another key to communication success is to establish your meeting requirements and guidelines. Even very senior team members should always approach a meeting with an agenda and a clear goal for the meeting. Always be sure to communicate roles and responsibilities for the meeting attendees in advance of your meetings. Don’t blindside people with requests for information in a meeting if you have not given them a warning that you will be asking them to provide it. Lastly, if you are not sure about a situation, communicate about it. Think about who your most likely information sources and/or decision makers are and get their input. Communication is your best friend, especially when things are going wrong.
- What words or phrase are important to you in this definition? How much of this description describes a leader? How much of this definition is dependent upon communication? How much does this describe the qualities of a team member you would want to work with? For me, this whole definition resonates. You will not be trusted unless you demonstrate strength of character, your ability to perform, and truthfulness. It is incumbent upon BAs and PMs to be truth tellers of great character and integrity. In our positions, we hold a good deal of influence upon the outcome of a project. People must feel that you are a trustworthy source of information and guidance. They must believe you will be a good leader.
- Trust, in my opinion is the most important factor to our success, whether personal or professional. An untrustworthy person will always be exposed and a trustworthy person will always rise to be seen. In social and collaborative environments, trust is essential. Think about the movies you may have seen or books you have read where people had to trust one another and work together for some goal, such as escape or survival. Trust was the component that the authors played upon in order to build suspense and work with betrayal. The result of an environment with no trust is that people move into “survival mode” where every individual is out for themselves. There is no unifying vision, people are looking to cover their own butts and care little for others. Such an environment is a disaster in the making. Trust allows teams to work as a unit toward a common goal. Unfortunately, in the modern, multigenerational and multicultural workplace, we cannot rely on interpersonal similarities to guarantee trust. It is something that will need to be worked at and earned for each individual. As a PM or BA, you are playing an essential leadership role, so you must be a person who can be relied upon and trusted to put the team and the team’s goals first. Your conscious effort to build trust in you and your trust in your team members will be a great asset in your attempts for success. I urge you to work consciously at building trust through team building exercises, pot luck lunches and even engaging at game play at certain lunch times. We employ these techniques and more at Insperity and our teams consistently benefit from them.
- What are some ways you can think of to build trust in others for yourself and the other members of the team?
- Edelman Trust Data Report : http://www.edelman.com/insights/intellectual-property/2016-edelman-trust-barometer/state-of-trust/employee-trust-divide/ You may be one of these employees. If so, my deepest sympathies. That is not a great place to be. It will take a great deal to rebuild trust of your employer. This is a great list of things not to do. They are things you should discourage in others, as well. If you see others exhibiting this kind of behavior, as a BA or PM, I assert that it is incumbent upon you to call these out. I don’t mean that you should do it in front of the whole team, but I do believe that you should address your concerns with the person exhibiting them. Having tough discussions helps the other person. Give them concrete examples and discuss with them the impact of their behavior. If you see this kind of behavior in yourself, call yourself to task. Try to understand the motivators behind the action, whether the actor is you or another person. Often fear, envy, anger, other dark emotions are the fuel behind it. How can you relieve those feelings? How can you or the other person start to behave differently?
- Our work teams are relationships. We generally spend more time with our coworkers than we generally get to spend with our families. Remember that trust is precious. Use these recommended methods to build trust in your work groups and even in your life outside work.