GA Leadership Program Summary and Closure

GA Leadership Program Continuing the Journey……..

Program Closure and Certificate Event 23 rd February 2017

Class of 2016/17

Objectives of the event

We bring to a close the 2016/17 GA Leadership Program by;

• Reviewing the program journey and program objectives

• Reflecting on some of our key learning from the program

• Refreshing on some of the contents and tools from the program

• Presenting our actions and impact

Outline for the morning

• Group Discussion Exercise – Learning to action?

• Program/Toolkit refresher

• STAR Exercise and Presentation Preparation

• Feedback to Vice President

• Certificate Presentation

• Lunch

GA Leadership Program – The journey so far…

Jan – April 2016 Planning Phase

April 2016 Launch and Level 1

Leading Customer Excellence in GA and Security Introduction to the GA and Security Vision and Mission The Johari Window Delivering Customer Excellence in GA and Security What GA and Security customer excellence looks like in practice The Customer Focused leader Creating a customer focused performance culture Giving effective feedback Developing and Leading The Customer Focused Team

January 2016 GA Leadership and HR Discussions to agree Program Scope/Objectives

May – December 2016 Putting it into Practice

May 2016 – Level 2 Part 2

The Developing Leader in GA and Security Review of Leading Customer Excellence Introduction to Kolb’s experiential learning cycle/Conscious Competence. Management & Leadership Reviewing individual Spotlight Report Leadership Models The role of values in leadership/Shadow of the leader Creating a culture of high performing teams Enabling high performance :

April/May 2016 Level 2 - Part1

Spotlight Personality Assessment

December 2016 Level 2 Part 3 Leading and Managing others Leading others Feedback and Coaching Developing the team

Setting Objectives Leadership styles Tools and Techniques Action Planning

GA/Security – What we believe

KAUST members are guests in Saudi Arabia and in KAUST

GA supports the vision of KAUST to be a Destination University

We need to ensure sustainability in providing quality services

GA is the first image of KAUST

Link between KAUST and the Government

6

The Need for GA Leadership Development

Focus on Customer Excellence Develop ‘Customer Focused Leadership’ capacity across all levels of the GA and Security department

Build an internal pipeline of leadership behavior and talent Accelerate the development of those with potential (linked to succession planning)

Group Exercise 1

Since attending the ‘Leading and Managing Others’ program in December…

What have you done differently?

What was the impact of what you did?

15 Minutes

Leading Customer Excellence Day 1

• The Johari window- Self awareness and our impact on others • Customer ‘touch points’- customers may forget what you said but they will never forget how you made them feel • The importance of using an assertive communication style in our customer communication and leadership practice • Active use of body language and the 55%, 38%, 7% rule • Case studies- how we already delight our customers • Assertion practice using real KAUST case studies

Leading Customer Excellence Day 2

• What we want from our leaders- best/worst boss • Emotional Intelligence: developing self awareness to manage self and empathy to manage the relationship • Leadership style and climate- leadership style impacts 70% on organizational climate which in turn impacts on business results by up to 30%! • Situational Leadership; moving from direct to delegate • How to match your leadership style to the situation or individual - the Skill/Will matrix • Belbin Team roles; developing your team and getting the best from yourself and others

The Developing Leader Day 1

• Review of Leading Customer Excellence • Kolb’s experiential learning cycle/Conscious Competence • Management and Leadership - Competencies and Styles • Spotlight Assessment Report - Reviews

The Developing Leader Day 2

• Leadership Models • The role of values in leadership/shadow of the leader • Creating a culture of high performing teams • Enabling high performance • Program review and action planning

Leading and Managing Others Day 1

• Theories of human motivation X and Y • Exercise Hollow square- Task,Team,Individual • The importance of engaging your team • Creating a performance culture- fair accurate Informal feedback +38%, setting clear expectations + 36%, focus on strengths +36% • Praise and criticism vs effective feedback • How to deliver effective feedback- focus on behavior, effect and change • Performance coaching- using You, Me, Agree

Leading and Managing Others Day 2

• Problem solving and making decisions- STOPP • Helping styles- DIY, Tell, Coach • Coaching for performance/coaching practice • Leading meetings/dealing with difficult people- The Store exercise/STOPP in action • Organizational climate (Standards, Clarity, Team Commitment, Flexibility, Responsibility, Rewards • Leadership styles (Directive, Visionary, Afilliative, Pacesetting, Participative, Coaching)

S.T.A.R.S. Exercise Learning from your Successes

• Situation or Task - a change you made in your leadership approach or a task you tackled in a different way • Actions- The actions you took/what you did differently • Results - The outcome/positive benefits that resulted from the approach you took • Skills- Describe the skills you used and why they were working for you

- Use the template provided to write down what you did? - Each individual to transfer this on to a Flip Chart

S.T.A.R.S. Exercise Learning from your Successes

The following pages are the results of the exercise taken from your individual flip charts.

They are great examples of the positive results when you put some of your learning in to action.

WELL DONE and KEEP PRACTICING YOUR NEW SKILLS !

S.T.A.R.S – Learning from your Successes

Situation:

Dealing with different people with different personality

Actions:

Adopting my leadership style according to the person in front of me

Results:

Getting people to understand what I want easily and faster Feeling good that am getting along with a lot of people now

Skills:

Giving and receiving feedback

S.T.A.R.S – Learning from your Successes

Situation:

Continuously repeating the same problem

Actions:

Informing them three (3) times Working them spending time and effort but still can’t solve the issue Called them explain to them the right approach and in a gentle way

Results:

Problem solved

Skills:

Self-management holding my anger and being calm Coaching teaching the correct approach to solve the situation

S.T.A.R.S – Learning from your Successes

Situation:

Given a task to complete as a team.

Actions:

Took the initiative in delegating parts of the task to the other team members while using the assertive behavioural style.

Results:

The task was done quicker without pressure being held on one individual.

Skills:

Being assertive. Using the delegation style.

S.T.A.R.S – Learning from your Successes

Situation:

Communication issue:  Looks aggressive to the customer  Difficult in communicating to people

Actions:

1. Discuss the issue with him three times. 2. Keep note in front of him  3. Keep telling him the expected feedback. 4. Scenario: one day, I try to be difficult with him as he is

Results:

After the scenario, the person completely changed himself. And the issue now looks very clear to him Skills:

S.T.A.R.S – Learning from your Successes

Situation:

Ignore the small things “bad habits, acts, behavior of others”

Actions:

Concentrate in my priorities - “give a priority, to follow”

Results:

Progress of my work - “Improvement”

Skills:

Self awareness Self management

• • •

Personal Effectiveness

S.T.A.R.S – Learning from your Successes

Situation:

Completing the work with shortage of staff Dependency

Actions:

 Share the responsibility to each member  Encourage each staff member to work as a team

Results:

Business continuity

Quality

Quantity

Skills:

Giving positive feedback

One to one sessions

S.T.A.R.S – Learning from your Successes

Situation:

Extreme sick leave from one of the staff.

Actions:

Set a meeting with the officer. Explain the situation and listen from him the issues he has

Results:

Reduced the absences. 80% better than before

Skills:

Feedback.

Effective communication

S.T.A.R.S – Learning from your Successes

Situation:

Emergency services enhancement

Actions:

 Following the work guides and SOP  Evaluation of staff through feedback  Knowing the strength and weakness of staff  Utilizing available resources  Simplified the process Results:

Quicker response Fewer mistakes

Skills:

Everything I learned in the program

S.T.A.R.S – Learning from your Successes

Situation:

Some mistakes in the work

Actions:

Giving positive feedback first, speak about what we did well. Then what we need to change

Results:

Accepted the feedback and worked to fix the mistakes

Skills:

How to deliver the feedback

S.T.A.R.S – Learning from your Successes

Situation:

Self-awareness and knowing my leadership style and the desire to improve performance

Actions:

Getting feedback in one to one meeting Shifting a little bit from coaching to motivating/delegation

Results:

Better performance Better climate Strong relationship

Skills:

Expectation exercise Will/skill matrix

S.T.A.R.S – Learning from your Successes

Situation:

Project was stalemated at some point in time due to scope limitation & team disintegration

Actions:

Taking affiliative leadership style will the project. Management & team members had moved the project forward with greater momentum

Results:

Project was completed after one year half delay

Skills: Problem solving Giving feedback Communication Being assertive Selecting the right leadership style

S.T.A.R.S – Learning from your Successes

Situation:

Improve the communication skills for the team

Actions:

Set up meetings to improve the skills Coach them individually Get feedback from them as part of communication

Results:

The skills improved Using the communication skills during the work

Skills:

Feedback Coaching Follow up

S.T.A.R.S – Learning from your Successes

Situation:

Work quality

Actions:

Feedback

Results:

Quality has been improved

Skills:

Coaching Communication

S.T.A.R.S – Learning from your Successes

Situation:

Taking risk by myself

Actions:

Giving my team the chance to take some risks

Results:

They become more confidence then before and their skills improved

Skills:

As (911) it’s very critical area to take risks, but now I am more confident to give them the chance to depend on themselves

S.T.A.R.S – Learning from your Successes

Situation:

Managing conflicts

Actions:

Broken record technique  Listen  Say core statement  Pause  Repeat core statement Results:

Eliminate conflict

Skills:

Assertive skills used

S.T.A.R.S – Learning from your Successes

Situation:

Decision making was only by myself

Actions:

Start asking my team instead of only giving orders

Results:

There is always a better alternative and we may learn from others

Skills:

 I know how to but I want to see how your do  There is always an easier way to deal with tasks

S.T.A.R.S – Learning from your Successes

Situation:

Lack of engagement and miscommunications

Actions:

One to one sessions, coaching and giving positive feedback

Results:

More and better engagement, communicate more positive climate

Skills:

Coaching

Giving feedback

S.T.A.R.S – Learning from your Successes

Situation:

I received email from customer he was angry and unimpressed from something that happened. This person is always joining us on the trips

Actions:

I sent to him apologize and thanks for his feedback and for joining us on all the trips

Results:

He sent email with a big smile

Skills:

I used the skill of how to deal with different attitudes

S.T.A.R.S – Learning from your Successes

Situation:

The officers focus list under my supervision and they can’t go to the gym after duty Actions:

I set with them and prepared a plan for them during duty

Results:

The feedback was good and they attend

Skills:

More communications More close meetings

S.T.A.R.S – Learning from your Successes

Situation:

Not completing the work Not getting the job done

Actions:

Positive feedback (what good skills he/she has) What could be done to assist/help or understand if the other issues bothering them Encourage them

Results:

Submitting work on time Changing the representation of work Skills:

Face to face feedback

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The Journey Continues..

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