Creating Leadership through Motivation

1. Creating Leadership through Motivation Linnea P. Osborne AVP/G Mgr Tech Support Center National City Bank

2. Who Is Linnea • Professional Experience: • About 2 years Managing Technical Support Center • Over 20 years in Information Technology mostly dealing with customer service aspect of technology • NUI graduate in CIS • What I Value: • authenticity, • challenge and • accomplishment

3. Creating Leadership through Motivation • What is leadership and motivation • My methods in accomplishing leadership and motivation • Share your methods

4. Definitions • Leadership from American Heritage: To direct the operation, activity or performance of a group, team, etc. • Motivation from American Heritage: A motivating force, stimulus or influence

5. Pile of Poo!

6. Path to Leadership is in the HOW

7. Leadership & Motivation • Display passion about the work • Ignite our Passion • Evoke emotion

8. Effective Leader _________________ _________________ _________________ _________________ _________________ _________________ _________________ Ineffective Leader _________________ _________________ _________________ _________________ _________________ _________________ _________________ Characteristics of Leaders

9. Effective Leaders • Set a positive tone • Connect with the needs of others

10. But How? • Leaders must be self aware. • Understand strengths & weaknesses • Understand own feelings and how their feelings affect their actions • Reflect on reasons for their feelings

11. Discovering Your Ideal Self • What do you want out of life? • What do you want out of your work? • Are you the person you want to be? __________________________________ __________________________________ __________________________________ __________________________________

12. Template: Value Value defined/when you exhibited the value Rank 1 = could be doing much better 10 = your personal best Identifying Values (handouts)

13. Example of Values Log

14. Values Template

15. Ideal Self – Real Self • 360 degree feedback is important • Accurate self assessment • Requesting informal feedback from others

16. SWOT method (Heather B.)

17. Other “How”… • Believe in themselves – capable for the job • Self-control emotionally • Impulsive or thoughtful • Impatient/show frustration or calm • Composed and positive

18. More How… • Empathetic • Listens attentively • Moods/non-verbal cues of others • Relates well to many • See’s things from other’s perspective

19. And Just a Little More How… • Influence • Engages an audience • Appeals to people self-interest • Gets support • Develops behind the scenes support

20. Influential & Motivating Statements • National City – Brand Promise: At National City, we care about doing what’s right for our Customer. • Support Center Values: You are the Technical Support Center and create the customer experience. You are their first contact when they call with a problem. You reassure the client, explain the problem and provide education on how to avoid it in the future. When you are excellent, the Support Center is excellent. Your attitude and the collective attitudes of everyone working in the Support Center represent us all. We are the courtesies you extend, the understanding you portray, and the knowledge you share.

21. Emotional Competency Inventory • Personal Competence: determine how we manage ourselves • Self Awareness: • Emotional self-awareness: reading one’s own emotions and recognizing their impact • Accurate self-assessment: knowing one’s strengths and limits • Self-confidence: A sound sense of one’s self-worth and capabilities • Self Management: • Emotional self-control: keeping disruptive emotions and impulses under control • Transparency: Displaying honesty and integrity; trustworthiness • Adaptability: flexibility in adapting to changing situations or overcoming obstacles • Achievement: the drive to improve performance to meet inner standards of excellence • Initiative: readiness to act and seize opportunities • Optimism: seeing the upside in events Goldman, Daniel; Boyatzis, Richard; McKee, Annie: “Primal Leadership” 2002

22. Emotional Competency Inventory • Social Competence: determine how we manage relationships • Social Awareness: • Empathy: sensing others’ emotions, understanding their perspective, and taking active interest in their concerns • Organizational awareness: reading the currents, decision networks, and politics at the organizational level • Service: recognizing and meeting follower, client, or customer needs • Relationship Management: • Inspirational leadership: guiding and motivating with a compelling vision • Influence: wielding a range of tactics for persuasion • Developing others: bolstering others’ abilities through feedback and guidance • Change catalyst: initiating, managing, and leading in a new direction • Conflict management: resolving disagreements • Building bonds: cultivating and maintaining a web of relationships • Teamwork and collaboration: cooperation and team building Goldman, Daniel; Boyatzis, Richard; McKee, Annie: “Primal Leadership” 2002

23. References • Primal Leadership, Daniel Goleman, Richard Boyatzis, Annie McKee, 2002 • Resonant Leadership, Richard Boyatzis, Annie McKee,

24. Courses Case Weatherhead University Leadership Series Website: http://weatherhead.case.edu/weatherheadlines/?idNewsletter=123&idHeading=22&idNews=497 SWOT Website: http://en.wikipedia.org/wiki/SWOT_Analysis