Written by Mitch McCrimmon, Ph.D.
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Case study, written exercise (In Tray/In Basket)
- Avoid narrow approach - just problem solving.
- Use team work, show leadership, communicate, etc.
- Think of all the ways you can demonstrate the full range of competencies in your responses.
Group discussion exercises
- Again, avoid narrow approach - just contributing content to solve the problems.
- Ask questions to involve others.
- Probe input of others to assess implications, risks, benefits.
- Help to structure the discussion, keep it on track.
- Stress agreement to resolve conflict.
- Summarize occasionally.
Presentations
- Structure your presentation by stating your conclusions first and what you are going to cover.
- Plan to illustrate several competencies.
- Maintain eye contact, vary your voice, speak with enthusiasm and conviction. Move a bit to show physical energy.
- Occasionally ask if what you are saying is clear, makes sense.
- Summarize at the end.
- Practice several times if presentations make you nervous.
Customer role play
- Build a bit of rapport first.
- Ask what the customer would like to achieve in this meeting and agree an agenda.
- Ask questions - 2 types - 1. to understand the customer's needs, 2. to involve customer in solution - ''What would you like to see happen?''
- Strive for win-win solution, actively create a partership climate.
Performance role play with subordinate
- Use appropriate praise early, middle and end to maintain subordinate's self esteem.
- Ask questions to fully understand subordinate's side of story
- Ask how subordinate feels issues might be tackled.
- Express confidence in subordinate's future and ability to turn performance around.
- Offer support as appropriate, i.e. coaching, training.
- Try to get commitment from subordinate rather than demanding it or imposing it.
- Become more demanding if supportive approach fails.
- Agree specific improvement targets, set dates and agree follow up meeting.
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