Active listening Focus carefully on the words said to you Make eye contact and

Active listening focus carefully on the words said to

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Active listening └└ Focus carefully on the words said to you. Make eye contact and nod to indicate you understand, or ask questions once the speaker has finished, if there are things you are not clear about. Don’t interrupt, and avoid outside distractions that shift your attention away from the person speaking. Questioning techniques to confirm understanding └└ Use open questions, probing questions and closed questions to confirm that both parties share the same understanding. If in doubt, restate what the other person has said using your own words to check that you have understood. Example: encourage improved performance A small work team of four young street marketers was tasked with delivering 1000 signed contracts for a service over a one-month period. The team leader assigned marketing areas and targets to each sales person and monitored their efforts during daily meetings prior to the start of each working day. To encourage better performance, the team leader focused on the benefits that their service provided to customers and that the efforts made by each salesperson was improving the lives of each customer they signed up. Additionally, she encouraged each team member to specify a daily target that suited their areas and abilities as long as they met the monthly target by the end of the period. She congratulated those who achieved their daily targets, and encouraged those who didn’t to find new ways of approaching potential customers by brainstorming with the group. She laid down one simple ground rule—no team member could blame anybody else for their results, and achieving their targets meant that they were absolutely responsible for their own success. © Aspire Training & Consulting 41
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BSBWOR502 Lead and manage team effectiveness Conflict-resolution skills Conflict situations are common in teams and, if managed effectively, can actually have positive benefits in the form of increased knowledge sharing, idea generation and innovation. However, if conflict is not handled effectively, the results can be damaging. Conflicting goals can quickly turn into personal dislike. Teamwork breaks down and people disengage from their work. You will need to respond quickly and effectively to conflict situations in order to get the most out of your team. Specifically, you should have the ability to: contain and manage strong emotions displayed by individuals facilitate diverse expression of ideas empathise with others assist team members in identifying solutions to problems negotiate win-win outcomes. Brainstorms Brainstorming is a useful technique to promote ideas and discussion among team members and to identify solutions to problems. It allows each participant to state their opinions in a non-threatening environment. An effective brainstorming session should be free of conflict and encourage the participation of all team members. This is achieved by maintaining an open communication between participants and the session facilitator. The facilitator can assign a scribe to take
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