is something that means you not only have to understand fully what you believe and what your business interests are but in order to be a really good negotiator, you have to try to figure out what the other person on the other side of the table has in mind.” Madeleine Albright tough situations with both internal and external groups. Can settle differences with minimal noise. Can win concessions without damaging relationships. Can be forceful & direct as well as diplomatic. Gains trust of other parties quickly in negotiations. Has a good sense of timing. in his/her wake. May walk over people’s feelings. May always need to win. May hang on to a position too long. May become overly accommodating and be reluctant to walk away. May need to smooth over everything. May take too long to get things decided. away with much. May use ineffective tactics (too hard or soft) & may have to win every battle. Gives away too much to get agreement. Poor conflict manager, trouble dealing with attack, contention or non-negotiable points. Poor listener. May hold back and be afraid to take tough stands. May not seek, or know how to, find common ground. May be too noisy and do too much damage to relationships. May not know how to be diplomatic, direct and polite. Innovation “Innovation is taking two things that already exist and putting them together in a new way” - Tom Freston Has good judgement about which creative ideas & suggestions will work. Can facilitate effective brainstorming. Can project how potential ideas might play out in the marketplace. May err towards the new & reject the old. May undervalue people they perceive to be less creative. May get too far out in front of others in thinking & planning. Doesn’t innovate. May not be open to the creative suggestions of others. May be stuck in his/her comfort zone of tasks & methods of doing them. May be a perfectionist avoiding risk & fearing failures & mistakes. Customer Driven Dedicated to meeting the requirements & expectations of internal & May be overly responsive to Customer demands. May be too willing to Doesn’t think of the Customer first. May be too focussed on internal operations & procedures. Manage ICT Team - Assessment Task 1 v3, Last updated on 09/06/2019 Page 35
T-1.8.1_v3 Role Behaviours Examples of Behaviours; Skilled Overused Unskilled “A Customer is anyone who can tell you NO.” Peter Drucker. external Customers. Gets first hand information & uses it to implement improvements. Acts with Customers in mind. Establishes & maintains effective relationships with Customers & gains their trust & respect. change established processes & timetables to respond to unreasonable Customer requests. May make too many exceptions & not form consistent policies, practices & processes for others to learn & follow.
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