1. Bundaberg Brewed Drinks
Home Brew Program
MODULE 3
Introduction to People
DVD Program
Russell Cummings

2. Course Materials
Before you start this course, print out the
Workbook/Manual from the Home Brew Intranet
site.
If you do not have the manual, click on pause to
stop the DVD.
You can pause and rewind anytime during this
video.
Press Play to start DVD again when you have the
manual and are ready to proceed.
Home Brew Program 2010

3. People Skills Agenda
• Change and You
• Leadership Model
• Effective Communication
• Next Steps
Home Brew Program 2010

4. Leading Team
Basic People Skills
Systems make it possible
People make it happen

5. The change curve model
PHASE 1 PHASE 4
Denial Commitment
PHASE 2 PHASE 3
Resistance Exploration
Home Brew Program 2010

6. Team Leaders
• What are the characteristics of a good
Team Leader?
• List the 3 or 4 most important
characteristics of a Team Leader?
Click on pause to stop the DVD.
Press Play to start DVD again when you have finished the exercise
Home Brew Program 2010

7. Team Leader Model
We LEAD people Company
and VISION We “walk the talk”
MANAGE resources Lead by example
Alignment to Goals & Targets
Set & Focus on the Develop Team
maintain the Outcomes Skills &
Standards Capabilities
Problem Solving Processes
Effective Communication
Home Brew Program 2010

8. Self Assessment
Using the model provided:
• Rate yourself on the Key Characteristics as
you are NOW? (1= poor, 10= excellent)
• Rate yourself on WHERE you think you
should be? (1= poor, 10= excellent)
• Calculate the Gap between WHERE & NOW
• Select the Top 3 Gaps
• What actions can you take to address these
gaps?
Click on pause to stop the DVD.
Press Play to start DVD again when you have finished the exercise
Home Brew Program 2010

9. Effective Communication
Getting the message across to your Team

10. What is effective communication?
• “Effective Communication is where information is sent,
received and interpreted correctly”
• It is a 2-way process: listening and sending
• If the message is not getting through – it’s your problem!
• “I do you no harm”
• It is more than words – only 7% of impact is the words
you use - the rest is the communication
• It needs to be honest, open and transparent
• It is about using appropriate language
• It is about the facts – not just emotions
• It should be timely and relevant
Home Brew Program 2010

11. EFFECTIVE LISTENING SKILLS
“ A good listener tries to understand
thoroughly what the other person is
saying.
In the end, he or she may disagree
sharply but before they disagree, they
want to know exactly what it is they are in
disagreement about...”
Kenneth A. Wells
Home Brew Program 2010

12. Active Listening
1. Focus: pay attention, look at them, body
language
2. Awareness: non-verbally acknowledge
part of the speech
3. Respond: restate for clarity, summarise,
question
4. Feedback: answer, actions, reasons.
How then Why.
Home Brew Program 2010

13. Instructions
How to delegate a task or responsibility to
someone:
1.Explain the need or purpose – WHY?
2.Explain the task in logical steps
3.Feedback for clarity
4.Specify the responsibility and/or authority
5.Confirm understanding
6.Set up a review and follow up date
Home Brew Program 2010

14. Instructions Exercise
1. Imagine that you are to give instructions to a
colleague or team member.
2. Use the Instructions process (previous slide) to
document how you would give these
instructions.
3. Reflect on how this may differ from your current
way of delivering instructions.
4. What changes will you make?
Click on pause to stop the DVD.
Press Play to start DVD again when you have finished the exercise
Home Brew Program 2010

15. There’s more to delegation
• Insist on results not perfection
• Don’t hover, encourage independence
• Learn to live with errors, reduce them by
giving feedback
• Don’t short circuit or snatch back
assignments
• Reward good performance - praise
Home Brew Program 2010

16. Training a learner
Follow these easy steps:
1.Tell what to do
2.Show how to do
3.Let person try it
4.Observe performance
5.Praise progress and/or redirect
Home Brew Program 2010

17. Reflection
• Take a minute to reflect on the training so
far.
• What are some of the key learnings?
• What changes will you make?
• How can you apply this at work?
Click on pause to stop the DVD.
Press Play to start DVD again when you have finished the
exercise
Home Brew Program 2010

18. Feedback
• We are usually very poor at giving
feedback – either positive or negative
• Feedback works well in an environment
when you tell people from the start that
you are going to tell them how they are
going
• Why do we need to give feedback?
Home Brew Program 2010

19. Giving Feedback
Positive Feedback Negative Feedback
1.Praise people immediately 1.Reprimand immediately
2.Tell what they did right – be 2.Tell what they did wrong–
specific be specific – stick to facts
3.Put it into context – why was 3.Put it into context – why
important? was important?
4.Stop (pause) – let them feel 4.Stop (pause) – let them feel
the moment the moment
5.Encourage them to keep it up 5.Encourage them to make
6.Reinforce – verbal (or some changes
physical – shake hands) 6.Reinforce – you think well
of them but not their current
performance
7.When its over – its over!
Home Brew Program 2010

20. Feedback Exercise
1. Imagine that you have to give positive
feedback to a colleague or team member..
2. Use the process to map out what you would
say to that person. Write down the
conversation. Practice this by saying it to
yourself.
3. Repeat the exercise for Negative feedback
Click on pause to stop the DVD.
Press Play to start DVD again when you have finished the
exercise
Home Brew Program 2010

21. Summary
And in conclusion…
Home Brew Program 2010

22. The change curve model
PHASE 1 PHASE 4
Denial Commitment
PHASE 2 PHASE 3
Resistance Exploration
Home Brew Program 2010

23. Team Leader Model
We LEAD people Company
and VISION We “walk the talk”
MANAGE resources Lead by example
Alignment to Goals & Targets
Set & Focus on the Develop Team
maintain the Outcomes Skills &
Standards Capabilities
Problem Solving Processes
Effective Communication
Home Brew Program 2010

24. Active Listening
1. Focus: pay attention, look at them, body
language
2. Awareness: non-verbally acknowledge
part of the speech
3. Respond: restate for clarity, summarise,
question
4. Feedback: answer, actions, reasons.
How then Why.
Home Brew Program 2010

25. Instructions
How to delegate a task or responsibility to
someone:
1.Explain the need or purpose – WHY?
2.Explain the task in logical steps
3.Feedback for clarity
4.Specify the responsibility and/or authority
5.Confirm understanding
6.Set up a review and follow up date
Home Brew Program 2010

26. Training a learner
Follow these easy steps:
1.Tell what to do
2.Show how to do
3.Let person try it
4.Observe performance
5.Praise progress and/or redirect
Home Brew Program 2010

27. Giving Feedback
Positive Feedback Negative Feedback
1.Praise people immediately 1.Reprimand immediately
2.Tell what they did right – be 2.Tell what they did wrong–
specific be specific – stick to facts
3.Put it into context – why was 3.Put it into context – why
important? was important?
4.Stop (pause) – let them feel 4.Stop (pause) – let them feel
the moment the moment
5.Encourage them to keep it up 5.Encourage them to make
6.Reinforce – verbal (or some changes
physical – shake hands) 6.Reinforce – you think well
of them but not their current
performance
7.When its over – its over!
Home Brew Program 2010

28. Next Steps
Where to from here?
Tools and Templates
Home Brew Intranet Site
Module 4: Intro to Process Improvement
Home Brew Program 2010

29. Thanks
Strategy into Action
Home Brew Program 2010