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human communication
Human Communication 4th Edition Judy Pearson, Paul Nelson, Scott Titsworth, Lynn Harter - Solutions
Creates an environment to foster development, giving individuals the opportunities to achieve their aims.
Establishes clear accountabilities for self and the team.
Resolves conflicts through constructive dialogue to create solutions from which all benefit.
Creates a true team spirit within own team and the wider teams in which they work.
Demonstrates awareness of the different needs of team members, accepting that people prefer to work in different ways.
Helps to create solutions with others and welcomes their contributions.
Actively builds relationships between team members and colleagues in a collaborative manner.
Works flexibly, responding readily to the demands of changing priorities and needs.Managing and building teams Employees who build effective teams encourage full participation and effort, building cohesion while maintaining motivation.
Manages budgets and resources within projects to ensure maximum profitability within the quality requirements of the job.
Demonstrates focus on the objectives and end results by effective timely delivery.
Manages own time effectively, ensuring that priorities are set and dealt with efficiently.
Prioritizes and monitors work schedules, managing issues before they reach a critical stage.
Ensures that the company’s work processes are consistently used and improved.
Produces clear business/project plans that mirror business objectives.
Takes appropriate risks in a well-managed way, in order to move the business forward.Planning and prioritizing: Plan – Do – Review People who plan and prioritize effectively establish a course of action for themselves and others to accomplish specific goals.
Demonstrates a structured and rational approach towards decision-making.
Assesses priorities swiftly, assigning direction and action to be taken.
Displays flexibility and creativity when generating ideas/solutions.
Addresses problems using a balance of facts, experience and intuition.
Collects input from others – valuing their ideas, opinions and contributions.
Shows empathy, taking time to understand other people’s views.Thinking and decision-making People displaying thinking and decision-making skills analyze information gathered from a variety of sources in order to make sound judgements based both on facts and on personal intuition.124 ASSESSING
Is willing to challenge constructively and be challenged.
Listens effectively to others’ ideas and points of view.
Freely shares information, ideas and suggestions, keeping others updated and regularly informed.
Adapts communication style to needs of different team members, colleagues and clients.
Takes a broad view of situations, with a constant focus on increasing the value of our business.Communication People with effective communication skills are able to share ideas and information effectively using well-developed interpersonal skills to a variety of audiences.
Constantly seeks new and better value solutions to business challenges.
Recognizes and balances the relationships between different business areas to the good of the group.
Balances short- and long-term requirements, ensuring that both are addressed.
Communicates the role that their ‘team’ plays in facilitating and achieving the business objectives.
Translates business goals and objectives into clear operational plans.
Shapes and communicates the current and future direction of the company.
Is flexible and responsive to client’s changing needs, optimizing delivery of satisfaction.Strategic perspective People with a strategic perspective are able to identify the way forward in a complex and challenging environment.
Represents the company with pride, emphasizing its positive attributes with customers and competitors.
Builds effective networks with customers, suppliers and others throughout industry.
Constantly considers the company’s overall position with clients, seeking to maximize the value of the contract for both the client and the company.
Listens to customers, seeks to anticipate potential challenges, and creates innovative business solutions.
Keeps up-to-date with market trends and drivers, recognizing changing commercial pressures.
Delegates effectively by taking into account the potential of the individual and the needs of the job.External focus People with astute external focus understand the market and how it is changing.This enables them to deliver leading-edge products and services to their clients.123 LEADERSHIP
Demonstrates a confident and assertive approach to taking the lead when needed.
Is resilient in pursuing the company’s business goals.
Inspires enthusiasm and energy in others to follow a given direction.
Focuses strongly on achievement and success in self and others.
As consultants, they need to manage projects efficiently. In addition, they need to demonstrate the skills of business development and account management as they become more senior.Leadership People with effective leadership skills are able to articulate clearly the group vision and business goals,
6. The following example is taken from a small technical consulting company that specializes in providing highly qualified technical consultants to the oil industry.
Exercises judgement in sharing sensitive information.
Maintains an up-to-date, in-depth knowledge of their own professional discipline and the skills and services available externally.
Demonstrates ability to manage budgets and resources within Council guidelines.
Spends time and energy keeping up-to-date with organizational, community and technical issues that affect the overall business of the Council.
Networks with contacts in the wider community to identify needs and expectations of the community to help direct and guide council services.
Understands the strategic objectives and environment (within their area of responsibility) to a sufficient level of detail, to successfully manage and plan the activities of their team.
Involves staff in creating a shared vision for the service and a sense of collective purpose within the team.Knowledge and understanding Employees with knowledge and understanding are able to navigate their way quickly within the Council, in order to influence opinion, motivate others and to
Treats people fairly without favouritism, applying equal opportunities to all.
Deals promptly with inappropriate behaviour and performance problems in a direct and honest manner.122 ASSESSING LEADERSHIP BEHAVIOUR
Praises, recognizes and values everyone’s contributions and effort.
Actively manages performance by conducting regular appraisals and reviews.
Takes active responsibility for the development of others by setting realistic and challenging objectives.
Learns from previous experiences of self and others.Managing performance Focuses on achieving goals and objectives by creating a culture of continuous performance review.
Actively seeks feedback on own management style and works to improve performance, based on feedback given.
Coaches others to develop to their full potential and to improve their performance.
Uses effective delegation to develop others.
Identifies suitable people for tasks by taking time to assess their capabilities and potential.
Actively builds relationships between team members and departments in a co-operative and effective manner.
Works flexibly, responding readily to the demands of changing priorities and needs.Learning and development Adopts an inclusive approach to learning and development, providing equal opportunities. Encourages others to take an active responsibility for their own development.
Takes ownership for turning plans into action.
Prioritizes and monitors own work schedules and that of team members, managing issues before they reach a critical stage.
Manages and monitors resources efficiently in order to maintain consistent performance and quality of services.
Produces clear business plans that mirror overall Council objectives.
Challenges established working practices and takes advantage of opportunities to improve council effectiveness and efficiency.Strategic planning and resourcing Is able to plan and to prioritize effectively, working towards providing quality services and meeting needs of the community.
Makes timely decisions based on consideration of time, cost and quality.
Demonstrates a structured and systematic approach towards decision-making, which involves breaking down complex issues into understandable and manageable elements.121 LEADERSHIP DEVELOPMENT
Openly acknowledges the value of other people’s ideas and opinions.
Displays flexibility and creativity when generating ideas and options to consider.
Consults widely on the nature of issues, seeking inputs from others in the Council and the wider community.
Demonstrates effective negotiation and influencing skills to achieve ‘win–win’outcomes in negotiations.Problem solving Use their own and others’ experience and knowledge to understand or identify current or potential problems and to look to implement long-lasting solutions for the
Demonstrates integrity, fairness and consistency, maintaining confidentiality and honesty in dealings with internal and external customers.
Maintains a positive attitude, controlling own feelings of stress and anxiety when under pressure, to ensure that others are not affected adversely.
Adapts personal style to meet the needs of the individual and the situation.
Listens effectively to others’ ideas and points of view and conducts regular team meetings.
Communicates confidently and effectively to diverse audiences, in both spoken and written word.
Delegates effectively by taking into account the potential of the individual and the needs of the job.Communication and relationships Consults with others in a way, which encourages open and frank discussion, shows respect and maintains collaborative and productive working relationships.
Strives for continual collective performance improvement.
Inspires enthusiasm and energy in others to follow a given direction and to deliver outcomes.
Is resilient in pursuing business goals even when the going gets tough.
Takes a confident approach to leading the efforts of others.
Demonstrates a strong focus towards achievement and success in self and others.
Maintains a positive ‘can do’ attitude, controlling own feelings of stress and anxiety when under pressure, to ensure that others are not affected adversely.This example is taken from a Borough City Council.Leadership Influences and facilitates the activity of others, leading by example. Adopts
Is self-disciplined, clearly focussed on achieving the best results for the company.
Can be relied on to do what they say they will do.
Actively seeks feedback on personal style and works to improve, based on feedback given.
Takes time out to coach team members to develop their skills and maximize their contribution.Professional integrity
Motivates others to deliver the highest standards by giving constructive feedback, praise and recognition.
Listens and is sensitive to others, taking account of their views and needs.
Adapts leadership style, depending on the nature of the task, people and time available.
Actively builds relationships across the whole business in order to promote whole teamworking.
Regularly reviews progress, actively ensuring that projects stay on track and deliver on time.People management
Quickly buys into the common agenda of agreed business goals, working for the overall benefit of the business.
Quickly buys into the common agenda of agreed business goals, working for the overall benefit of the business.
Overcomes obstacles and is persistent in pursuing solutions.
Demonstrates resilience and personal stamina in their drive towards achieving results.
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