Leadership
Facilitative Leadership
About this seminar
Today's managers must network, coach, partner and inspire individuals to work toward intangibles like learning... continuous improvement... and excellence.
To be effective in organizations, managers need to become facilitative leaders - people who make it easier for others to communicate, accept responsibility and problem solve.
This seminar is ideal for managers who want to learn the communication skills of the facilitative leader. They will learn not only what to say to get desired results, but how to "lead from within" and to manage thoughts and emotions before speaking. The techniques can be used in any management situation.
Using self-managed communication and facilitation techniques to effectively lead individuals and business teams. Study key facilitation techniques to guide yourself and lead others.
Key learning objectives include:
- learn self-managed communication skills
- apply facilitative leadership techniques to enhance individual and work group performance
- help your staff overcome their biggest challenges to self-management
- facilitate effectively in all work groups and individual management situations
- be a more effective leader of organizational change
- strengthen your management style and control
Who should attend
- This outstanding workshop is for managers who want to explore the power of self-managed communication.
- Team leaders and project managers who want to maximize group unity, innovation and team performance
- Human resource directors and trainers who require a firm grounding in the process of facilitation
- Directors of corporate planning or organizational development responsible for change initiatives
- Engineering, operations, plant and systems personnel responsible for solving complex problems
- General managers and directors who want to lead by example
What you will learn
- Easy-to-apply techniques to manage yourself so you can lead others effectively
- The three fundamentals to facilitative communication
- How to recognize and remove barriers to your communication success
- How to listen with intention and speak with integrity
- How to calm yourself in conflict situations
- How to create and facilitate highly effective teams
- How to facilitate high IQ business teams to achieve team goals
- Facilitating conflict situations to eliminate problems
Professional Development Units (PDUs)
Professional Development Units now available:
- Attendees to this program are entitled to 14 Professional Development Units from the Project Management Institute® upon completion
Registration
Seating is limited so register today!
Fees, team savings and cancellations
Course tuition for the Facilitative Leadership course includes meals, refreshments and course materials: $1895 plus GST.
Team savings
When two or more team members from the same organization register for this program at the same time, they save $150 each on tuition.
Seating is limited so register today! Please print and fax the registration form for your chosen location to our secure fax line, 250-472-4497. Or call the course registry at 250-472-4138 to register by credit card, cheque or purchase order.
Cancellations
The course fee is fully refundable in writing up until 21 days prior to the program start. Cancellations received after that date will be subject to a $100 administration fee. No tuition will be refunded once the course is underway.
To pay by cheque or purchase order, please call the course registrar at 250-472-4138.
Dates and location
October 24 - 25, 2013
9:00 am to 4:30 pm each day
Victoria Executive Centre
915 Fort Street
Victoria, BC V8V 3K3
Canada
Faculty
Mark Norman
Mark is a professional leadership consultant and trainer with extensive experience facilitating teams and relating to the psychology of human dynamics in the workplace.
He has led major organizational change initiatives for diverse clients including GM, Sears, General Mills, CN, Domtar, North York Hospital and Concordia University.
Mark has facilitated with thousands of people from assembly lines to boardrooms. He currently devotes his efforts to helping leaders and teams rise above the issues that impede creativity and growth.
Program partnerships
UVic Executive Programs is a Registered Education Provider (REP) with the Project Management Institute, Inc. (PMI®). We partner with York University's Schulich Executive Education Centre (SEEC). SEEC is a PMI® Charter Registered Education Provider (REP). PMI®, PMBOK®, and PMP® are registered marks of the Project Management Institute, Inc.
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Program content
"Management" and "leadership"
- Four critical differences
- The manager's role as facilitative leader
- Leadership focus in management
- Setting direction
- Securing alignment
- Supporting people
- Three core values that guide facilitative leaders
Five ways facilitative leaders serve their staff
- Creating a climate for cooperation
Facilitative leadership and self-management
- Working from the inside out: Emotional Intelligence (EI)
- The key factor in EI: self-management
- Managing reflexive emotions
- Developing non-judgmental understanding
Facilitative communication and motivation: the principles
What is "facilitative communication?"
Six fundamental acceptances:
- Communication:
- is inevitable
- ambiguous
- involves mixed messages
- never exactly reveals another's experiences
- Motivation:
- begins with the need to be right
- is not about "pushing someone's buttons"
- requires context, not control
Self-managed communication: practice for facilitative leadership
- Seeking to understand
- The quiet power of questions
- Listening to what they mean, not just what they say
- Non-verbals matter
- Adult voice: The sound of the self-management
- Emotional "positioning" for influence
- Seeking to be understood
- Straight talk: high integrity speech
- Acknowledgement: building bridges
- Appreciation: showing genuine support
Facilitative leadership and influence
- Up-management
- Cross-management
- Empowerment
- Improvement
Facilitative leadership in challenge situations
- Four steps to "instant calm"
- Focused dialogue for dealing with challenging situations
- Three phases in dealing with "challenges"
Scope the challenge Develop a communication strategy Take action
- Four steps to discuss difficult issues
- Developing workable agreements
8 Moments of Power
About this course
The aim of this course is to demonstrate how to win and keep customers through relatively unknown human behaviours and business principles. These eight 'moments of power' - when used appropriately will enable you to build more successful relationships with your customers, assist in delivering world-class service and sell more effectively.
Objectives
- to more completely understand how human behaviour can lead to business success
- appreciate the importance of ethically executing these moments of power
- the importance of not clumsily wasting these opportunities
- to understand not only what the eight moments of power are but also an appreciation of the 'moments' that make them powerful
- to be aware that it is the practice of executing these moments of power that is the key to success - not just knowing them
Who should attend
- Project Managers
- Business Analysts
- Salespeople
- Team Leaders
- Managers of service staff
- Executives
- Small/medium-business owners
Registration
Seating is limited so register today!
Fees and cancellations
Course tuition for the 8 Moments of Power course includes:
- lunch and refreshments
- course materials
Victoria: $1895 plus GST
EARLY BIRD PRICING of $1500 available until November 1st, 2013
Cancellations
A full refund can be issued for written cancellations received a minimum of 21 days before the program start date. Cancellations received with less than 21 days notice will be refunded less a $200 administration fee.
Dates and location
November 14 & 15, 2013
9:00 am – 4:30 pm each day
Victoria Executive Centre
915 Fort Street
Victoria, BC V8V 3K3
Canada
Faculty
Dr. Mark Colgateis an expert in service excellence. Mark has recently returned from 3 years as the General Manager of Customer Satisfaction at Commonwealth Bank of Australia, the 10th largest bank in the world. Mark has taught the 8 Moments of Power in New Zealand, Australia, Ireland and China where he is a regular professor at the China European Business School in Shanghai - the leading business school in China. He has also consulted for many companies such as TELUS, Sony, Schneider Electric, Bank of New Zealand, Kiwi Experience Tourism Bus Company, the BC government Public Service Agency and Toyota Financial Services.
Testimonials
"Great session, Mark is very engaging. 8 moments of Power is great for both professional & personal goals & opportunities to be obtained."
-Kim Francis
Manager of Sales & Clinical Services
Angel Accessibility Solutions
"Loved this course, thank you! 8 Moments of Power can be applied to personal, career, staffing & business. I highly recommend this course."
-Michele Breuer
Owner/Manager
Victoria Executive Centre
"Mark provides a fast paced straight forward discussion of the subject matter. It's very condensing. He provides great examples that are humorous & memorable."
-Barry Chivers
Accounting Manager
Victoria Shipyards Co. Ltd.
"Amazing! This course would work for any employee and any position from janitor, secretary right up to executives!"
-Pamela Nielsen
Director, Administration & Faculty Human Resources
University of Victoria
8 Moments of Power
Moment of Power # 1: Power of Expertise
Power of Power # 1 - Expertise - we rely on people who appear to be an expert as they tend to have superior knowledge and wisdom on what we should do next.
- It starts by reactive expertise (confidence, look, titles, knowledge etc.)
- It is more effective by proactive expertise (educating the customer, anticipating customer needs etc.)
Moment of Power # 2: Power of Liking
Moment of Power #2: Liking – we want to do business with those companies that demonstrate they like us.
- It starts by being reliable, being responsive and building relationships through great conversations, praise and cooperation/win-win
- It is more effective by liking the one you are with, using the customer's name and discovering similarities
Moment of Power # 3: Power of (not) Losing
Moment of Power #3: (not) Losing – we get anxious when things that we want (or think we want) appear to diminishing or have disappeared. People always want more of what they can have less of.
- It starts by information suggesting that something is rare, dwindling in availability or the loss attached to something
- It is more effective by loss or loss framing, unique benefits, limited time, competition and exclusive information
Moment of Power # 4: Power of a Promise
Moment of Power #4: power of a promise – once people make a choice/take a stand, they will encounter personal and interpersonal resistance to behave consistently with what they have previously said or done. Commitments often grow their own legs
- It starts by prior choices, progress towards a goal, and taking a stand
- It is more effective by commitments that are active, public, and voluntary
Moment of Power # 5: Power of Context
Moment of Power #5: Power of Context – human behavior is sensitive to and strongly influenced by its environment and other conditions that helps (or hinders) people understand the situation they are in. We are interested in how we can shape the context for the customer.
- It starts by lack of control
- It is more effective by the environment, choice and contrast
Moment of Power # 6: Power of Going First
Moment of Power #6: Going first – people are obliged to give back to others (and even strangers) who have given to them FIRST.
- It starts by gifts and concessions (rejection-retreat principle)
- It is more effective when gifts are significant, personalised and unexpected
Moment of Power # 7: Power of the Crowd
Moment of Power #7: Power of the Crowd – we decide what's appropriate in situations by examining what others are doing.
- It starts by evidence of what others are thinking, feeling or doing
- It is more effective by many others, similar others and uncertainty
Moment of Power # 8: Power of Problem Solving
Moment of Power #8: Problem Solving – customers may be even more loyal after you have solved their problem than before. This is called the service recovery paradox.
- It starts by encouraging and listening to negative customer feedback
- It is more effective by using the right process, right interaction and right outcome in solving the problem to create a sense of fairness
