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The question is, does it achieve what you want it to? 8{B4  Satisfying Relationships: role play Listen to two versions of the same conversation between a box office manager and a team member. The team member is seeking the manager s advice on a customer issue. Think about which version has the post positive impact in terms of the team member s: Level of motivation Learning and development Relationship with their manager $M&L7) kEnhanced Credibility Your technical ability Your position in the hierarchy How your staff feel about you 2Tl8*  A substantial part of being a manager lies in connecting the emotions of your staff to the processes and results the organisation needs to achieve.*:, /Session 3 Communication skills to get results 00$GD {Communication is the transmission and reception of meaning. Who is responsible for the effectiveness of the communication?0|=?H8 Triple  A Communicators: A Ask questions A Adopt positive body language A Actively listen ccI9 Questioning Techniques Open questions Probing questions Hypothetical questions Closed questions Multiple questions Leading questions Trick questions&~J: Exercise: questioning techniques In groups of three, have one turn each at being the manager, the team member and the observer. Each use a different scenario. The observer is responsible for time-keeping: 3 minutes maximum for the role-play; 2 minutes for feedback.K; Body Language Tone WordsL< vSOLER power S smile, sit up and face the individual O open posture L lean forward E eye contact R relaxwwM= Key Responding Techniques To get people to talk to you, you have to show them you are really listening to what they are saying. Paraphrasing Reflecting Clarifying Echoing Silence Summarising Focus 6FTE 2Session 4 Goals and feedback to boost performance33$N> =What do you want from me (as your manager) that will help you perform your job effectively? Clarify my job and the results I am expected to achieve Give me the resources and opportunity to perform Let me know how I am getting on Give me guidance and training when I need it Reward me according to my contributionz]j -']P? Feedback  The carrying back of some of the effects of a process to its source or to a preceding stage so as to strengthen or modify it. 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HJHJHJ6glHJw|uQ^HJJG2! HJsC=:HJr&#E:e - b T 0 c $X99?m B 0 Fo_s77830"  2 0 XLb _s77831" Jl = Reviewing   B 0B Fo_s77832"  [ l ` 2  0 Xb _s77833" " 3  ? Controlling   B  0 Fo_s77834"  Z ` 2  0 Xxb _s77835" ! "   = Directing   B  0 Fo_s77836" ^  2  0 XDb _s77837"   l > Organising   B 0 Fo_s77838" * * 2 0 Xb _s77839"  En  <Planning   2 0 XDb _s77840"  n  A Communicating H 0 0޽h ? 33y___PPT10Y+D='  = @B +  0 B:`(  `B ` C A ` c $`b <$  0  b   ` c $b <$  0 b  H ` 0޽h ? 33___PPT10.+C D[' b = @B D' = @BA?%,( < +O%,( < +D' =%(%(D' =%(D' =ABBB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*`%(D' =+4 8?RCBBCB#ppt_wB*Y3>B ppt_w<*`D' =+4 8?RCBBCB#ppt_hB*Y3>B ppt_h<*`D_' =%(D' =%(D' =ABBB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*` %(D' =+4 8?RCBBCB#ppt_wB*Y3>B ppt_w<*` D' =+4 8?RCBBCB#ppt_hB*Y3>B ppt_h<*` D_' =%(D' =%(D' =ABBB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*` /%(D' =+4 8?RCBBCB#ppt_wB*Y3>B ppt_w<*` /D' =+4 8?RCBBCB#ppt_hB*Y3>B ppt_h<*` /+p+0+`0 ++0+`0 +(  0 OG`(  B  C Ax  c $,b   b  x  c $$b  b  ]l j   #"Z   < b ?, j  Y Doing things @`  < ?j,  ^Managing processes @`  < ?j ZLeading people @``B   0o ?jZB   s *1 ?jZB   s *1 ?, j, `B   0o ? j `B   0o ? `B  0o ?jj H  0޽h ? 33y___PPT10Y+D='  = @B +  0 p(  N  c &Ax  c $;    x  c $<    RB  s *DԔF t~ X  0 7   0> s :  ? Performance 2  XB  0DԔ 77 XB  0DԔ 7w XB  0DԔ ww XB  0DԔ z z )   0tB #  EManagement skills 2XB  0DԔS ~ F XB  0DԔcc   0G  j ELeadership skills 2H  0޽h ? 33y___PPT10Y+D='  = @B +  0 z(  B  C Ax  c $0X    x  c $X    H  0޽h ? 33y___PPT10Y+D='  = @B +  0 Dz(  DB D C Ax D c $i    x D c $i    H D 0޽h ? 33y___PPT10Y+D='  = @B +  0 z(  B  C Ax  c $Ȇ    x  c $    H  0޽h ? 33y___PPT10Y+D='  = @B +  0 z(  B  C Ax  c $    x  c $l    H  0޽h ? 33y___PPT10Y+D='  = @B +  0 z(  B  C Ax  c $8    x  c $    H  0޽h ? 33y___PPT10Y+D='  = @B +  0 z(  B  C Ax  c $    x  c $hb    H  0޽h ? 33y___PPT10Y+D='  = @B +  0 d(  dB d C Ax d c $\     d c $@b <$D  0   H d 0޽h ? 33___PPT10+eDh' = @B D#' = @BA?%,( < +O%,( < +Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*d,%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*d,D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*d,Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*d-M%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*d-MD' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*d-MDn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*dNa%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*dNaD' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*dNa+"  0 h(  hB h C Ax h c $0Ҹ     h c $0Ӹ <$D  0   H h 0޽h ? 33 | ___PPT10\ +eD@ ' = @B D' = @BA?%,( < +O%,( < +Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*h'%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*h'D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*h'Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*h'9%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*h'9D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*h'9Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*h9P%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*h9PD' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*h9PDn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*hPa%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*hPaD' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*hPaDn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*hat%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*hatD' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*hatDn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*ht%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*htD' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*htDn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*h%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*hD' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*h+  0 B: l(  lB l C A l c $p <$  0    l c $p <$  0   H l 0޽h ? 33___PPT10.+C D)'  = @B D' = @BA?%,( < +O%,( < +D' =%(%(D' =%(D' =ABBB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*l%(D' =+4 8?RCBBCB#ppt_wB*Y3>B ppt_w<*lD' =+4 8?RCBBCB#ppt_hB*Y3>B ppt_h<*lD_' =%(D' =%(D' =ABBB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*l!%(D' =+4 8?RCBBCB#ppt_wB*Y3>B ppt_w<*l!D' =+4 8?RCBBCB#ppt_hB*Y3>B ppt_h<*l!D_' =%(D' =%(D' =ABBB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*l"%(D' =+4 8?RCBBCB#ppt_wB*Y3>B ppt_w<*l"D' =+4 8?RCBBCB#ppt_hB*Y3>B ppt_h<*l"D_' =%(D' =%(D' =ABBB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*l%(D' =+4 8?RCBBCB#ppt_wB*Y3>B ppt_w<*lD' =+4 8?RCBBCB#ppt_hB*Y3>B ppt_h<*lD_' =%(D' =%(D' =ABBB@B0B%(D' =1:Bvisible*o3>+B#style.visibility<*l%(D' =+4 8?RCBBCB#ppt_wB*Y3>B ppt_w<*lD' =+4 8?RCBBCB#ppt_hB*Y3>B ppt_h<*l+p+0+l0 ++0+l0 +A  0 h`0 p(  pB p C Ax p c $    x p c $t    X2 p 0P LB p c $DP LB p c $D} LB p c $D v  p 0 ],  HWords  7% 2    p 0 c 6  HTone  38% 2    p 0L 6 pV  Z&Body language  55% 2 H p 0޽h ? 33y___PPT10Y+D='  = @B +  0 @t(  tB t C Ax t c $D     t c $ <$D  0   H t 0޽h ? 33___PPT10p+eDT' = @B D' = @BA?%,( < +O%,( < +Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*t 7%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*t 7D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*t 7Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*t8I%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*t8ID' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*t8IDn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*tJ[%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*tJ[D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*tJ[Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*t\l%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*t\lD' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*t\lDn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*tmw%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*tmwD' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*tmw+  0 Pxz(  xB x C Ax x c $d1    x x c $<2    H x 0޽h ? 33y___PPT10Y+D='  = @B +  0 z(  B  C Ax  c $\C    x  c $4D    H  0޽h ? 33y___PPT10Y+D='  = @B +  0 `|(  |B | C Ax | c $K     | c $M <$D  0   H | 0޽h ? 33___PPT10p+eDT' = @B D' = @BA?%,( < +O%,( < +Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*|]%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*|]D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*|]Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*|%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*|D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*|Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*|%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*|D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*|Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*|%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*|D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*|Dn' =%(D' =%(D' =4@BBBB%(D' =1:Bvisible*o3>+B#style.visibility<*|>%(D' =+4 8?\CB#ppt_xBCB#ppt_xB*Y3>B ppt_x<*|>D' =+4 8?dCB1+#ppt_h/2BCB#ppt_yB*Y3>B ppt_y<*|>+  0 pz(  B  C Ax  c $a    x  c $Xb    H  0޽h ? 33y___PPT10Y+D='  = @B +   0   R (  B  C Ax  c $q    x  c $r    LB  c $D::f LB  c $Df :9f   0t  0  O% increase in performance(2 RB  s *D f RB   s *D ] ] f RB   s *DC f RB   s *D SSf    04|    > 2     0~ c M   > 2    0h  Z[  > 2    0   k  > 2    0<  @  925% 2  0T  z m @  925% 2  0ܐ c pc#  920% 2  0̔   960% 2  0x gV M Goals only Feedback Goals & Control only feedback group$N 2  BH  0޽h ? 33y___PPT10Y+D='  = @B +   0 9 1  (  B  C A~  s * P    m  3 " B ? s+s+nqs+)+20nq6=\ִ_j20w Gs+_j0 k W  T  c $X99?m 2  fGHI _s100358" e 2  lZGHI _s100359" u 0 2  lGHI _s100360" e* 2   lGHI _s100361" k0    N _s100362" Er  KPlanning the next steps    NT _s100363"  ! R  LReviewing the experience    N| _s100364" # t  RConcluding from the experience    N _s100365"  CQ HHaving an experience H  0޽h ? 33y___PPT10Y+D='  = @B +  0 z(  B  C Ax  c $4    x  c $·    H  0޽h ? 33y___PPT10Y+D='  = @B +r <)71p4P/b:-@k:D3f{xB .jIOiWoPPe0ӗlT1E(4 C/ 00DTimesace DaMa LTOh+'0$U ( H T `ltTitle of presentation herePam HendersonHAP_designtemplatePam Henderson67Microsoft PowerPoint@Тc@0*n@`JsGSg  )'    """)))UUUMMMBBB999|PP3f333f3333f3ffffff3f̙3ff333f333333333f33333333f33f3ff3f3f3f3333f33̙33333f333333f3333f3ffffff3f33ff3f3f3f3fff3ffffffffff3ffff̙fff3fffff3fff333f3f3ff3ff33f̙̙3̙ff̙̙̙3f̙3f333f3333f3ffffff3f̙3f3f3f333f3333f3ffffff3f̙3f3ffffffffff!___www4'A x(xKʦ """)))UUUMMMBBB999|PP3f3333f333ff3fffff3f3f̙f3333f3333333333f3333333f3f33ff3f3f3f3333f3333333f3̙33333f333ff3ffffff3f33f3ff3f3f3ffff3fffffffff3fffffff3f̙ffff3ff333f3ff33fff33f3ff̙3f3f3333f333ff3fffff̙̙3̙f̙̙̙3f̙3f3f3333f333ff3fffff3f3f̙3ffffffffff!___www