1 of 38

Order System Training for DTC

Leadership 101

HR & Training and Development

2 of 38

Agenda

2

Active Listening

Appropriate Workplace Communication

Coaching 101

Scenario Practice

3 of 38

3

Appropriate Workplace Communication

4 of 38

Appropriate Workplace Communication

Topics to Avoid

4

Sex

Gender

Religion

Politics

Race, Disability, and Age

Controversial Current Events

5 of 38

Appropriate Workplace Communication

The Why

5

Conflictual Conversations

Sexual Harassment

Can be seen as offensive

Protected Rights

Could be a terminable offense

Could lead to additional conflict

-Sex: Jokes, comments, name calling, and innuendos are offensive, therefore considered sexual harassment. Sexual harassment is a terminable offense.

-Gender: Gender equality, transformation, sexual orientation and many other gender related topics are sensitive topics to discuss that can easily offend others, therefore should not be discussed in the workplace. Often gender comments can lead you into a sexual conversation, which as mentioned above is a terminable offensive.

-Religion: Freedom of religion is a protected US right, however religion in the workplace should be kept to conversations that are not offensive. While you are free to discuss religion, you should keep in mind to keep these conversations light and non confrontational. The right to religious practices and needed time off for religious practices will always be honored to every extent possible.

-Politics: Political views and topics should not be discussed on company premises. Each person has a right to their own political stance; however, these types of conversations and remarks can lead to conflictual conversations that result in a workplace conflict.

-Race, Disability, Age: _______ is an Equal Opportunity Employer and has ZERO tolerance policy for conversations that revolve around these types of topics. Discussions that involve conflict or negativity about race or disability will be considered a terminable offense.

-Controversial Current Events: While it is common to discuss current events that are in the media,, you should remember that often these types of conversations can lead to conflict, and conflict should always be avoided in the workplace.

6 of 38

Appropriate Workplace Communication

Language and Tone

6

Profanity
Name Calling & Bullying
Tone
Negative Comments
Threats

-Profanity: Profanity should not be used in the workplace. In the event a profane word slips from you, you should then try and apologize to those around you. Just because you “think” a coworker is not offended by a certain word does not mean that they will not be. In the event you are having conversations including profanity with a coworker that you know is okay with the verbiage being utilized, you should keep the conversation to a low or private tone as to not possibly offend those in the hearing area.

-Name calling & bullying: You should always address a person by their name. In the even someone has a nickname you should always ask them “Is it okay if I call you _____?” You should never call a person a name based on appearance, religious practice, or a name based on insult.

-Tone: You should always use a tone of respect with your coworkers, supervisors, and management. Tones that can be considered disrespectful can lead to a workplace conflict.

-Negative Comments: It is important to remember and practice the age old saying “if you can’t say something nice, then don’t say anything at all.”

-Threats: Comments made in a negative way that may be considered a threat are violent in nature and will be considered a terminable offense.

7 of 38

Appropriate Workplace Communication

Get Ahead of It

7

Discuss potential problems BEFORE progressive discipline is needed.
Let the employee advise you if they need a medical accommodation.
Advise the employee to reach out to the Benefits Specialist via email for accommodations.
Follow-up verbal discussions about accommodations in writing via email.
Review the 2023 Leave Policy located in SPOT

8 of 38

Appropriate Workplace Communication

Remote Employees

8

Check in weekly with those working remotely. Invite them to share their feelings or concerns. Otherwise, employees may feel isolated or ignored. To help employees open up, supervisors should be available and communicate vulnerability. This is how you establish trust with your employees.

9 of 38

Appropriate Workplace Communication

Mannerisms

9

Use manners when in professional settings

Body Language can speak volumes

10 of 38

Appropriate Workplace Communication

Respect

10

R- Reach with professionalism
E- Evaluate the topic of a conversation before you initiate or participate in conversation
S- Speak in a positive manner
P- be POLITE
E- Eliminate negative comments and conversation
C- Cautiously approach conversations
T- Think before you speak

11 of 38

11

Coaching 101

12 of 38

Coaching 101

Session Goals

12

Understand the different in a Boss and a Leader
Learn to identify the best way to coach each age demographic
Understand effective coaching as a manager
Understand the importance of following the guides

13 of 38

Coaching 101

Be a Leader NOT a Boss!

13

14 of 38

Coaching 101

The Difference is RESPECT & FEAR

14

Respect is a feeling of deep admiration for someone or something elicited by their abilities, qualities, or achievements.

Fear is an unpleasant emotion caused by the belief that someone or something is dangerous, likely to cause pain, or a threat.

15 of 38

Coaching 101

Establishing Expectations and Goals

15

Establishing expectations and goals is part of being honest and transparent.

Setting clear goals for an individual will create enthusiasm.

Coaching sessions are prime time to point out expectations and what the goals are to get there.

16 of 38

Coaching 101

Laying Groundwork for Success

16

Ensure the employee understands:

Company policies and procedures
Expectations, requirements and results of the job through detailed training

Complete quarterly coaching sessions

Understand demographic and cater sessions to be relatable

Be consistent and fair

17 of 38

Coaching 101

Managing Successes

17

It is important as a leader to recognize when an employee is striving for success.

It is also important to keep an individual motivated.

18 of 38

Coaching 101

Managing Failures & Mistakes

18

While mistakes can be painful to a workplace, they are inevitable. Decreasing mistakes in the workplace will be a direct result of successful coaching to correct the mistake.

Steps to Decrease Mistakes:

Ask questions
Acknowledge the mistake
Practice patience
Make it a discussion
Ask them for feedback

While mistakes can be painful to a workplace, they are inevitable. Decreasing mistakes in the workplace will be a direct result of successful coaching to correct the mistake. A mistake is likely to be repeated if an employee does not truly understand how to make a correction and if the employee does not have to fix the mistake themselves. Determine if the mistake was an oversight or does the mistake indicate the need for repeated training.

Steps to decreasing mistakes:

-Ask the “why, where, what, and how”

-Why did you make the mistake?

-Where did you go wrong or off track?

-What can be done to make sure you do not make the mistake again?

-How are you going to fix it?

-Acknowledge the mistake

-Acknowledge that a mistake happened and guide your employee to do the same, and be prepared to discuss it with him/her directly.

-Practice patience

-Leading this discussion with aggressive or frustrated language could put anyone on the defense. Even if you as the manager/supervisor are upset, especially if the mistake resulted in a big impact to your department, this makes it extra important to approach the conversation with a positive mindset. View it as an opportunity to guide your employee toward success.

-Make it a discussion

-Present the situation to the employee and feel free to advise them that your expectations were not met, but then give them the opportunity to explain what may have happened on their end. Ask them questions, and make it a balanced dialogue rather than a lecture. It’s important to ensure the employee understands what went wrong and is informed about any negative outcomes due to this mistake, and you can’t ascertain their understanding without hearing from them.

-Ask them for feedback

-During this discussion, prompt them to think about how things could have gone differently, and what would help them succeed in subsequent situations. Prepare to be an active listener. The goal is to encourage them to think it out on their own, while you are simply a guide for this thought process.

19 of 38

Coaching 101

Example of Managing Failures & Mistakes

19

Dear Ms. Kanu,

I’m writing to you in regards to our last meeting. Our team was not adequately prepared for this meeting with staffing vendors, and we presented incorrect data. I acknowledge that this was a mistake on our part. The impact of this mistake was that we lost the client’s trust. Can you explain what lead to this mistake? What steps will you take to prevent this from happening again?

20 of 38

Coaching 101

Constructive Feedback

20

What is constructive feedback?

Conversation about work-related weaknesses
Develop strategies for improvement
Supportive communication tool
Offer specific examples for positive changes

21 of 38

Coaching 101

Examples of Constructive Feedback

21

Example 1: Employee’s performance issue

Example 2: Employee demonstrates a negative attitude

Example 3: Employee has not been reaching their goals

Example 4: Employee often arrives to work late

Example 1 scenario: Helen is typically a reliable employee, though she has seemed distracted at work and is turning in assignments late. Rather than reprimanding Helen immediately, let her know you have noticed these changes and would like to resolve them.

Example of constructive feedback: “Helen, I always appreciate how productive and reliable you are, but I have noticed a change in your performance lately. Turning in assignments late is unlike you. I wanted to check in with you to discuss any challenges you have been facing and understand how I can support you better.”

Example 2 scenario: Bobby has been making complaints around the office and sometimes displays a disrespectful attitude toward his colleagues and supervisors, such as rolling his eyes or ignoring them. Addressing negativity can help maintain a positive work environment and team morale.

Example of constructive feedback: “Bobby, I wanted to check in with you about behaviors I have seen over the last few weeks. Based on your interactions with me, it seems you have not been happy at work. Is there something I can do to help you? In the future, I would appreciate you coming to me with any issues affecting your feelings toward work. When you voice complaints to other employees, I am unaware of the issue and cannot help find a solution.”

Example 3 scenario: Cassandra has been having difficulty meeting her sales goals, but she produces good work. Acknowledge the hard work she puts forth and use the situation as an opportunity to develop a solution that supports her.

Example of constructive feedback: “Cassandra, you have consistently produced great work for our team and connected us with valuable clients. However, it looks like you have not reached your sales goals for the second month in a row. I think we should scale back your goals to make them more manageable. Once you begin consistently hitting those goals, we can have another discussion increasing them again.”

Example 4 scenario: Patrick has come in late several days this week, which led him to miss important details during a meeting and affected the team’s workflow. Call attention to this issue to understand the reasoning behind it and explain why tardiness affects your team.

Example of constructive feedback: “Patrick, I noticed you have come into work later than usual and missed the beginning of yesterday’s meeting. I am worried you did not hear important information concerning our project that may affect your tasks this week. Let’s go over what you missed, and I would like to know if something is affecting your arrival to work. We can develop a plan to ensure you do not miss future meetings to help you stay up-to-date.”

22 of 38

Coaching 101

Following the Guides for Correction and Coaching

22

Follow the guides for your strategic coaching sessions. Be consistent and do them quarterly. They only take a few minutes, and your staff should feel they are worth a few minutes of your team each quarter.

Guides for Disciplinary Actions

Coaching
Verbal Warning
Written Warning
Final Warning/ PIP- Performance Improvement Plan
Termination (Please note that actions in severe actions can result in immediate termination.

23 of 38

23

Active Listening

24 of 38

Active Listening

24

What is active listening?

A technique that is used in counseling, training, and solving disputes or conflicts that requires full concentration by understanding, responding, and then remembering what is being said.

25 of 38

Active Listening

The Listening Difference

25

Passive Listening:

Listening to hear and requires no real effort

Active Listening:

Listening to understand is an active process that requires concentration and effort

26 of 38

Active Listening

Active Listening Skills

26

Eye Contact
Avoiding distractions
Body language & facial expressions
Feedback
Concentration
Controlled emotions
Tone

27 of 38

Active Listening

The Importance of Eye Contact

27

Opens and Closes Communication

Establishes Credibility

28 of 38

Active Listening

Negative Eye Contact

28

Staring: a stare communicates hostility

Lack of eye contact is a sign of a person with submissive behavior

Rolling of the eyes

29 of 38

Active Listening

Avoiding Distractions

29

TURN PHONE ON SILENT

TURN AWAY FROM DISTRACTIONS SUCH AS A COMPUTER, TV OR WORKSTATION

MAKE SURE YOU ARE UTILIZING A SPACE NOT PRONE TO DISRUPTIONS

30 of 38

Active Listening

Body Language

30

Body language is a nonverbal sign we use to communicate. It has been suggested by experts that 50%-70% of communication can be attributed to body language.

31 of 38

Active Listening

Body language to look for

31

Eye Contact

Movements of the Mouth

Hand Gestures

Arms and Leg Positioning

Posture

Personal Space

Eye Contact:

-Highly dilated eyes indicate desire

-Rapid blinking eyes indicate distress or discomfort

Movements of the Mouth:

-Pursed lips or a tightening of the lips are and indicator of distaste, disapproval or distrust

-Lip biting is a sign of worry

-slight turns and upward turn may indicate happiness; a downward turn indicates sadness

Hand Gestures:

-A clenched fist indicates anger, frustration and can be interpreted as “I’m holding something in, and I am not going to open up to you.”

-Thumbs up indicates approval

-Thumbs down indicates disapproval

-Finger pointing shows dominance and is often used when scolding. Folding pointing is aggressive. Leaders who use finger pointing often result to finger pointing when they are losing control of their emotions or situations.

Arms and Leg Position:

-Crossed arms are an indication of defense, protection or being closed off

-Standing with hand on hip is an indication a person ready and in control

-Clasping hands behind the back is an indicator a person is bored, anxious or even angry

-Rapidly tapping of fingers or feet indicates a person is bored, impatient, or frustrated

-Crossed legs can indicate a person is feeling closed off or in need of privacy

Posture:

-Open posture- when the trunk of the body is exposed. This is an indicator of friendliness, openness, and willingness

-Closed posture- hunching of the trunk of the body by leaning forward bringing arms in close or crossed and crossing of the legs. This is an indicator of hostility, unfriendliness, or anxiety

Personal Space:

-For workplace communication a social distance is recommended of 4-12 feet. Coming close to 4ft can product discomfort

-For speaking engagements, introductions of 1^st time communications a public distance is suggested of 12-25ft

32 of 38

Active Listening

Concentration in Active Listening

32

Good Concentration Practices for Active Listening:

Focus on the speaker
Be attentive and relaxed
Take notes as needed
Keep an open mind-leave the criticizing behind
Picture what the speaker is saying if applicable
Do not interrupt or impose
Pay attention to what is and isn’t said- do not form assumptions

33 of 38

Active Listening

Controlled Emotions

33

Tips to Control your Emotions

Don’t react right away

Ask for clarity, advice or guidance

Replace your thoughts

Press pause

Ask yourself “Why and what”

34 of 38

Active Listening

Tone in Active Listening

34

The voice of intention

Tones to avoid

Watch your pitch and pace

35 of 38

Questions

35

Questions & Comments

36 of 38

Scenarios

36

Directions and expectations

37 of 38

Wrap Up and Summary

37

38 of 38

Survey

38

https://www.surveymonkey.com/r/Z8NWK5B