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CBP Professional Instructor GuideChoosing the Appropriate Leadership Style 33 All Rights Reserved, Copyright© International Business Training Association Question 3Stephen is aware that the filtration unit sales must turn around for PureRiver to stay in business. What type of leadership style will Stephen use to assist Bruce in ensuring company sales targets are met? Choose the best answer. A. Directing B. Selling C. Aggressive D. Participating E. Restructure Question 4 Which one of the following statements accurately describes the “Selling” style of leadership? Choose the best answer. A. The leader determines the course of action by providing clear instruction. Additionally, the leader supervises the work to ensure completion .B. The leader acts as a facilitator by providing encouragement and support to develop team members’ confidence in their abilities. C. The leader determines the course of action and then sells the decision by giving clear explanations and reasoning for the decision, thereby persuading followers towards his decision. D. The leader does not determine the course of action but sells the decision by giving clear explanations and reasoning for the decision, thereby persuading followers towards his decision. E. The leader turns over responsibility for task implementation to the follower. Tip The answer is C Tip The answer is A

CBP Professional Instructor GuideChoosing the Appropriate Leadership Style 34 All Rights Reserved, Copyright© International Business Training Association Question 5 Accurately identify CBP leadership styles from the following list. Choose all correct answers. A. Restructure B. Selling C. Authoritative D. Complimentary E. Dictatorial F. Directing Question 6 What should Stephen do in order to persuade his Board that the introduction of a new North American partner is in PureRiver’s best interest? Choose the best answer. A. Stephen should provide clear instructions and closely supervise the work of the Board. B. Stephen should provide support and facilitate problem solving and decision making through a joint approach to support and develop the Board’s confidence in his abilities. C. Stephen should provide explanations for decisions and opportunities for clarity and buy-in through negotiating, influencing, and consulting with the Board. D. Stephen should provide turn over responsibility for task implementation to the Board. E. Stephen should be strong and implement his decision because it is in PureRiver’s best interest. Tip The answer is B, F Tip The answer is C

CBP Professional Instructor GuideChoosing the Appropriate Leadership Style 35 All Rights Reserved, Copyright© International Business Training Association Question 7 How should Stephen address the product staff issues to ensure PureRiver can supply the North American market? Choose the best answer. A. Stephen should dismiss the production staff and quickly hire a highly skilled production team to ensure that production get back on stream. B. Stephen should meet all the production staff demands, thereby demonstrating he is on the workers’ side. This would result in improved performance, and the production staff will return to work. C. Stephen should carefully explain to the production staff the present situation of the company. Additionally, he should negotiate with the production staff, meeting as many needs as possible without affecting the financial viability of the company. D. Stephen should seek a capital injection from an institutional leader, thereby acquiring the funds to meet the pay increase demands. E. Stephen should resign and make room for a new CEO. Question 8 Willingness is the ability to perform a given task. Choose the correct answer. A. True B. False Tip The answer is C

CBP Professional Instructor GuideChoosing the Appropriate Leadership Style 36 All Rights Reserved, Copyright© International Business Training Association Question 9 What style of leadership should be applied when a follower is capable, but not motivated? Choose the best answer. A. Delegating B. Participating C. Directing D. Restructure E. Selling Tip The answer is B

CBP Professional Instructor GuideChoosing the Appropriate Leadership Style 37 All Rights Reserved, Copyright© International Business Training Association Summary Leadership is transitionary in nature due to the fact that goals are accomplished and circumstances, that may have required the leadership, no longer exist. Leadership can be classified as relational (people-oriented) or functional (task-oriented). The four styles of leadership are directing, selling, participating, and delegating. Followers can be classified based on their level of capability and/or motivation. Situational leadership requires leaders to use varying leadership styles for a given challenge. Situational leadership also requires choosing the appropriate leadership style based on the level of capability and motivation of a given follower.Tips Summarize the module by signposting the main points listed on the page. Reinforce module objectives by reviewing key points. Be careful not to introduce any new points not already covered in the module. Avoid student questions during the summary.

CBP Professional Instructor GuideChoosing the Appropriate Leadership Style 38 All Rights Reserved, Copyright© International Business Training Association Notes

CBP Professional Instructor Guide Developing a Vision & a Mission 39 All Rights Reserved, Copyright© International Business Training Association Module 3: Developing a Vision & a Mission Objectives Upon completion of this module, you will be able to do the following. 1. Define and explain the need for a clear vision. 2. Explain the role values play in determining a vision and a mission. 3. Develop a Vision plan. 4. Define and explain the need for a clear Mission. 5. Develop a Mission plan. 6. List the requirements for effective vision communication. Introduction It is said that without a vision, people perish. Vision keeps everyone on track and steers the course for organizations. Every successful leader has a clear vision and effectively communicates their vision to followers. Every vision must have a mission to become a reality; missions put the vision to work and bring the vision to pass. In this module, you will get a clear understanding of how to develop a vision and a mission. Objective Focus The objectives in this module focus on developing a vision and a mission. Carefully read and highlight each objective. Remind students that at the end of the module, they would have accomplished the objectives. Delivery Tip Introduce the importance of having a clear vision. Visions translate into missions, as they are vital ingredients in developing a mission.

CBP Professional Instructor GuideDeveloping a Vision & a Mission40 All Rights Reserved, Copyright© International Business Training Association Vision Objective 1: Define and explain the need for a clear vision Developing focus: What do we want to do and why? Purpose. Where are we going and growing to? Direction. What matters most? Passion. Vision VisionMissionGoalsObjectivesPlansDefinition A Vision is a description of an organization’s or individual’s desired future state. Vision looks to a future position or image and provides a constant reference point for a company’s mission and goals. Slide Objective To list the three (3) elements that that a vision must provide Lead-in Have you ever wondered why you were doing something? Delivery Tip Explain the hierarchical order of the diagram. A vision is used to develop a mission and goals; goals are used to develop objectives; objectives are developed into plans.

CBP Professional Instructor GuideDeveloping a Vision & a Mission41 All Rights Reserved, Copyright© International Business Training Association Purpose A clear vision should bring purpose to a team. A vision provides the big picture for anything a team does. As a team goes about accomplishing their mission and goals, they can lose sight of the big picture or the purpose for everything that they are doing. A vision keeps people focused and provides a reference point for the entire organization. A vision should answer the questions, “Why are we doing this? What is the purpose?” Direction and Destination A vision presents a future state or image of a company. This image brings direction to every unit within an organization. Every task and individual must play a role in fulfilling the vision of an organization. Sometimes, in responding to the many challenges and obstacles a company faces, the company can go off course and become sidetracked from accomplishing the vision. The vision provides the needed direction to keep the company on course and focused on accomplishing its broader objectives. Passion A vision should build enthusiasm and stimulate passion in team members. Team members may understand the mission and goals of an organization, and actually perform as a team to accomplish goals, but still lack energy, enthusiasm, and passion. People believe in and commit to a project or company because of a vision and because the vision brings purpose to something they can believe in. We become passionate about anything we believe in, and, as such, it is the responsibility of a leader to effectively inspire his or her team members to believe in the vision of the leader. Visions inspire people to make an emotional investment into a company, which results in passionate performance. People become more willing to endure challenges, problems, and overcome obstacles when they believe in a shared vision. A vision fosters the direction, purpose, and passion that every team needs to successfully complete any mission. Every vision should bring a sense of purpose. A vision should create direction. A vision should develop passion.

CBP Professional Instructor GuideDeveloping a Vision & a Mission42 All Rights Reserved, Copyright© International Business Training Association Values Guidelines or Standards Values are the things that are valuable or important to an organization or individual. Values also define the standards or the guiding principles by which organizations and individuals abide. Values essentially provide the company philosophy on the path it chooses for achieving its mission, goals, and success. As such, an understanding of values is integral to the development of a vision. Vision seeks to inspire individuals to believe in the company’s purpose and direction. Values play an important role in establishing that belief system, by providing the principal standards for reaching the vision. People believe in the vision and values of an organization. Ideally, people work to execute a mission plan to accomplish the vision of a leader. Essentially, people believe in vision, but execute a mission. Values provide broad guidelines, for the mission, on what should or should not be done to accomplish the vision. Let us say we were driving to the mall. Most likely, there may be many routes to reach our destination or desired place. We may be able to go up a one-way street to get to our destination quicker, but we would be compromising our values of adhering to road safety rules. Maybe, if we drive at 100 miles/minute we may get to our destination quicker, but we would be compromising our values by breaking the law. The destination is important, but what you do and don’t do to get there is equally as important. Values Objective 2: Explain the role that values play in determining a vision and a mission Guidelines and standards “Values also define standards or the belief system by which organizations and individuals abide.” Slide Objective To provide a definition of values Lead-in Values create inspiration and borders that govern all actions. Delivery Tip Stress the importance of values. Ask students if they can think of any major companies that have failed because of not understanding the importance of values. For example, you may ask, “Does the end justify the means?”

CBP Professional Instructor GuideDeveloping a Vision & a Mission43 All Rights Reserved, Copyright© International Business Training Association Accomplishing a vision is important, but the values you incorporate in accomplishing the vision is just as important. Values should be broad and diverse, and should involve a consultative process to prevent value conflicts. A consensus on key values is beneficial for the effective functioning of teams within an organization. Values may define guidelines for the following: Standards for action Relationships, both internal and external Self development Ideals Financial matters Delivery Tip Highlight to students that today, in the corporate world, numerous companies have been affected by not appreciating the importance of having, and abiding by, governing rules. Recall ‘Enron’.

CBP Professional Instructor GuideDeveloping a Vision & a Mission44 All Rights Reserved, Copyright© International Business Training Association Suggest five (5) broad value statements you believe should guide an organization or yourself as an individual. Example: Fairness; we will be fair in all relationships, both internally and externally. Delivery Tip Ask students to read out their value statements for the benefit of the class. Once a company has developed their value statements, what can be done to encourage adherence.

CBP Professional Instructor GuideDeveloping a Vision & a Mission45 All Rights Reserved, Copyright© International Business Training Association Vision Plan Objective 3: Develop a vision plan  Bring together all stakeholders for a vision planning meeting  Gather responses to vision questions from stakeholders  Develop a draft set of vision statements for review by stakeholders  Adjust the draft based upon recommendations  Develop the final vision statement Vision Plan A Vision Quest involves considerable planning and thought, as the vision may form the company’s direction for several years. The following are guidelines for the vision process: 1. Bring together all stakeholders for a vision planning meeting. 2. Gather responses to vision questions from stakeholders. 3. Develop a draft set of vision statements for review by stakeholders. 4. Adjust the draft based upon recommendations. 5. Develop the final vision statement. Remember that many times, a vision is required to be dynamic and adjust to changing factors. Many times, leadership succession results in a new leader with a new vision for his or her organization. As a result, the vision may naturally change and reflect new leadership. Slide Objective To provide guidelines for a vision plan Lead-in A vision is not just a spontaneous thought, but results from planning and consultation. Delivery Tip Stakeholders are those people or organizations that have a vested interest in your company’s success. Explain to students that ultimately, it is the responsibility of the leader to provide a final vision.

CBP Professional Instructor GuideDeveloping a Vision & a Mission46 All Rights Reserved, Copyright© International Business Training Association Develop A Vision StatementPlan a brainstorm session with key stakeholders to participate in the vision process. Answer and gather responses to the following questions from an organizational or personal perspective. Where and what do you want to be in the next five years? What matters to you or what do you feel passionate about? What do you want to do and why? Delivery Tip Give thirty (30) minutes for this activity. It may be useful to approach this activity from a corporate or personal perspective. As the instructor, you should make the decision based on the students and type of class. Alternatively, students can work with a fictitious company, such as a company developing a new PC brand. Have students work in groups for a corporate scenario.

CBP Professional Instructor GuideDeveloping a Vision & a Mission47 All Rights Reserved, Copyright© International Business Training Association Are you in alignment with organizational or personal values? Describe your desired future state. Tip Your desired future state is essentially the vision for the company.

CBP Professional Instructor GuideDeveloping a Vision & a Mission48 All Rights Reserved, Copyright© International Business Training Association Mission Objective 4: Define and explain the need for a clear mission What is the Mission Statement? What is a goal of an organization? What are the objectives of an organization? What are the plans of an organization? Mission Essentially, a mission statement is an organization’s vision translated into written form. A mission statement describes what is a general goal or goals that need to be accomplished to reach the vision and also gives reasons for stating those goals. Mission statements provide a clear strategy for the company and also set boundaries for action. Mission statements provide a framework for measuring an organization’s performance and success in achieving clearly defined targets. Mission statements in conjunction with value statements provide the guidelines for acceptable behavior. Goal A goal is a measurable aim that is to be achieved in a specific timeframe. Goals must be both specific and realistic. Example: Become a movie star, and star in your first movie, in two years. Slide Objective To list the questions that are needed to determine a mission Lead-in The mission describes what needs to be done to accomplish the vision. Remember, it must not be ‘mission impossible’. Delivery Tip Explain the functional order: - Mission Goal →→ Objective →Plan

CBP Professional Instructor GuideDeveloping a Vision & a Mission49 All Rights Reserved, Copyright© International Business Training Association Objectives Objectives are the methods or processes used to reach and achieve goals. Example: Enroll in acting classes. Leaders are required to give a clear understanding of the purpose of each goal and objective, and explain the broader role of goals in light of the big picture or vision. The leader is then responsible for building teams who develop and execute plans to accomplish the specific goals and objectives required to complete the mission. Plans Plans are the strategies for implementing specific goals and objectives.

CBP Professional Instructor GuideDeveloping a Vision & a Mission50 All Rights Reserved, Copyright© International Business Training Association Mission Plan Objective 5: Develop a mission plan Guidelines for developing a mission plan Mission Plan A mission plan should include a mission statement with specific goals and objectives. Guidelines For Developing A Mission PlanBring together all stakeholders for a mission planning meeting. Gather responses to mission questions from stakeholders. Develop a draft mission plan for review by stakeholders. Adjust the draft based upon recommendations. Develop the final mission plan that includes a mission statement, goals and objectives. Slide Objective To list the steps needed for developing a mission plan Lead-in Let us look at the steps to developing our mission plan. Delivery Tip Mission questions are the keys to developing a useful mission. Understand that the mission may take several consultative sessions over several weeks or months before a final plan can be developed.

CBP Professional Instructor GuideDeveloping a Vision & a Mission51 All Rights Reserved, Copyright© International Business Training Association Developing A Mission Statement Plan a brainstorm session with key stakeholders to gather input which will shape the mission. Answer and gather responses to the following questions from an organizational or personal perspective. Gather responses to the following questions: 1. What is the purpose of the organization? 2. What is unique about the organization? 3. What are the organization’s principal products and markets? 4. What are the organization’s values? Delivery Tip Give thirty (30) minutes for this activity. This activity should be a continuation of the vision activity. Have students work in teams for a corporate scenario.

CBP Professional Instructor GuideDeveloping a Vision & a Mission52 All Rights Reserved, Copyright© International Business Training Association 5. Where is the organization hoping to be in five or ten years? 6. Who are your customers? 7. Are you in alignment with your values?

CBP Professional Instructor GuideDeveloping a Vision & a Mission53 All Rights Reserved, Copyright© International Business Training Association 8. Summarize your mission statement.

CBP Professional Instructor GuideDeveloping a Vision & a Mission54 All Rights Reserved, Copyright© International Business Training Association In this exercise, you will develop your own vision, values and mission. 1.Write your personal vision statement. 2.Write your personal value statement. 3.Write your personal mission statement. Delivery Tip Only do this exercise if time permits, or it may be done after class. Inform students that by applying the same principles, that we have learned in this module, to one’s personal life, one can have numerous benefits, such as achieving and providing a sense of purpose, direction and passion.

CBP Professional Instructor GuideDeveloping a Vision & a Mission55 All Rights Reserved, Copyright© International Business Training Association 4.List five (5) goals. 5.List one (1) objective to compliment each goal.

CBP Professional Instructor GuideDeveloping a Vision & a Mission56 All Rights Reserved, Copyright© International Business Training Association Communication and Vision Objective 6: Effectively communicate vision as a leader Developing a clear vision A vision culture Communication and Vision It is essential that the entire organization commit and believe in the vision of a leader. This requires that the vision be effectively communicated to the followers within an organization. Developing A Clear Vision The leader must clearly state the vision, clarify the vision, and inspire his or her organization to buy into the vision. A vision is not an effective vision until it becomes a shared vision and is embraced by all followers. A Vision Culture The vision must become the culture of the organization. The vision message should go out through various means. Additionally, feedback should be solicited, to assist in the clarification process, to ensure common understanding and address any obstacles which may inhibit follower buy-in. Slide Objective To list the two goals of community vision Lead-in A vision only becomes effective when it becomes a shared vision. Delivery Tip Explain the fact that if communication fails, the entire problem fails. Communicating the vision and values is important for everyone to believe in them; whereas, communicating the mission, goals, objectives and company plans is essential for everyone to know what to do with their belief.

CBP Professional Instructor GuideDeveloping a Vision & a Mission57 All Rights Reserved, Copyright© International Business Training Association Summary Vision is a desired future that fosters purpose, direction and passion. Values are standards or guidelines that represent what is important to organizations and individuals. A vision plan should be developed by bringing together stakeholders to answer key vision planning questions. A mission is an organization’s vision translated into written form. The mission describes what goals are needed to accomplish a vision. A mission plan should be developed by bringing together stakeholders to answer key mission planning questions. A goal is a measurable aim that is to be achieved in a specific timeframe. An objective is a method or process used to achieve a goal. Plans are the strategies for implementing objectives and achieving goals. A vision or mission is not effective until it becomes a shared vision or mission. Successful leaders are able to effectively communicate their vision to followers. Tips Summarize the module by signposting the main points listed on the page. Reinforce module objectives by reviewing key points. Avoid student questions during the summary.

CBP Professional Instructor GuideDeveloping a Vision & a Mission58 All Rights Reserved, Copyright© International Business Training Association Notes

CBP Professional Instructor Guide Effective Decision Making 59 All Rights Reserved, Copyright© International Business Training Association Module 4: Effective Decision Making ObjectivesUpon completion of this module, you will be able to do the following: 1. Explain the need for effective decision making strategies. 2. Recommend problem identification & analysis guidelines. 3. Recommend problem resolution guidelines. 4. Understand the need for proper implementation. Introduction Everyday, we make decisions and take risks to achieve results. Leaders who follow a vision must keep their ship on course with effective steering and navigation. Decision making skills is the tool that leaders use to steer their companies or teams in the right direction to stay on course towards the vision. In this module, you will develop the skills needed to be an effective decision maker. Additionally, you will gain an understanding of the importance of having decision making guidelines and not leaving decisions to chance or totally to intuition. Objective Focus The objectives in this module focus on developing effective decision making skills. Carefully read and highlight each objective. Remind students that at the end of the module, they will have accomplished the objectives. Delivery Tip Introduce decision making skills as the steering that keeps the corporate ship on course towards the vision. Wrong decisions can sink the ship!

CBP Professional Instructor Guide Effective Decision Making 60 All Rights Reserved, Copyright© International Business Training Association Effective Decision Making Objective 1: Describe effective decision making Establishing decision making criteria Establish criteria Risk analysis Rating criteria Cost factor Effective Decision Making Leaders are required on a daily basis to make decisions in response to opportunities, problems, and challenges. Developing effective decision making skills is a key to any successful leader. Many times, leaders show the way they lead by the decisions they make. Although leaders may make decisions based on intuition, this increases the risk and can result in disastrous consequences. In this module, you will learn how to develop a systematic approach to decision making. Establishing Criteria Criteria are the factors or conditions that should be met by a decision. Criteria document the desired outcome of any decision. Developing decision criteria provides a measurement to gauge the effectiveness of a particular decision. Each proposed solution should be evaluated to determine its effectiveness based upon established criteria. Rating Criteria In any decision there are some conditions that must be met (critical conditions) and some conditions which would be beneficial if met, but not critical (desired conditions). Decision criteria can be rated from 1 - 5, with 1 being the lowest desired to 5 being highest desired or critical. Slide Objective To list the requirements of effective decision making skills Lead-in Decision Making is a response to opportunities, problems and challenges. Delivery Tip Explain that many times, leaders are known by the decisions they make. It truly takes a leader to make a decision, because the leader has to live with the consequences of the decision, both positive and negative.

CBP Professional Instructor Guide Effective Decision Making 61 All Rights Reserved, Copyright© International Business Training Association Risk Analysis – How Risky Is the Decision Risk is present in most decisions we make. We perform risk analysis daily; from eating food to walking down the street, we learn to live with risk by considering the likelihood of particular events occurring. We have all evaluated the risk of eating food. We can choke while eating; however, the likelihood of the risk occurring is low and the benefits gained such as sustenance outweighs the risk. We take risks when we believe that the gain outweighs the loss or the likelihood of losing something. Risk taking is a complicated process, and it must be considered when making any decision. Cost Factors What Are the Costs of Implementing the Decision? Every decision has costs attached that are both tangible and intangible. An economic cost can be considered as tangible, whereas there may be psychological factors which can be considered as intangible. These costs should be identified and rated from low to high where possible, with 1 being the lowest and 5 being the highest. Delivery Tip Ask students why they think someone would Bungee Jump! Delivery Tip Explain to students that every decision costs something: money, human involvement, time, customer loyalty.

CBP Professional Instructor Guide Effective Decision Making 62 All Rights Reserved, Copyright© International Business Training Association 1.What is the criteria rating of each decision? 2.Which decision has the highest rating? 3.Which decision has the lowest rating? The ideal decision should meet all critical and non-critical criteria. A decision should focus on meeting all highly critical criteria and as many of the non-essential criteria as possible. DecisionCriteria A (Rating: 5)Decision 1Decision 2Decision 3TotalCriteria C (Rating: 1)Criteria B (Rating: 3)5531310006485 - High Desire - Critical criteria, must be met1 - Low Desire - Non-Critical, non-essential criteria, should be metCriteria & RatingAnswer Decision 1: 6 Decision 2: 4 Decision 3: 8 Answer Decision 3 Answer Decision 2

CBP Professional Instructor Guide Effective Decision Making 63 All Rights Reserved, Copyright© International Business Training Association 1.What is the cost of each decision? 2.Which decision is the most costly? 3.Which decision is the least costly? Once you have established the ratings criteria and cost of each decision, you are now ready to choose a decision and determine a possible solution. You must weigh the success of each decision in achieving the established criteria and the cost of implementing the decision. The end result will depend upon what matters the most to you and how much you are willing to pay for it in cost. DecisionFactor 1Decision 1Decision 2Decision 3TotalFactor 3Factor 24554213118711Cost Factors5 - High Cost1 - Low CostFactor 3000Answer Decision 1: 8 Decision 2: 7 Decision 3: 11Answer Decision 3 Answer Decision 2

CBP Professional Instructor Guide Effective Decision Making 64 All Rights Reserved, Copyright© International Business Training Association 1.What decision would you make, and why? 2.What would be the next alternative decision, and why? Answer The answer can be decision 3 or probably decision 1. Answer The answer can be decision 1 or probably decision 3. Tip The correct answer depends on how we weigh the cost of the decision when compared to its criteria rating. Pleases note risk was not discussed in detail in this module.

CBP Professional Instructor Guide Effective Decision Making 65 All Rights Reserved, Copyright© International Business Training Association Problem Identification and Analysis Objective 2: Recommend problem identification and analysis guidelines Problem identification Problem analysis Problem Identification & Analysis Frequently, organizations gradually encounter problems that may not be easily identified until they become critical to the functioning of the company. Adequate problem identification and analysis are important skills of a leader. From detecting customer satisfaction issues, to challenges with an alliance partner, problems are easily solved when they are identified early. Every problem generates some form of symptom that may first be noticed by team members and only brought to leaders when they become critical. Effective leaders are able to incorporate an organization-wide nervous system that pinpoints and detects problems in their developmental stage. Slide Objective To identify the key stages in response to problems Lead-in Before you can tackle a problem you must know what it is! Delivery Tip Use the analogy of a doctor who must identify and analyze the problem, before recommending a solution.

CBP Professional Instructor Guide Effective Decision Making 66 All Rights Reserved, Copyright© International Business Training Association Problem Identification & Analysis Problem: The Common Cold Using any given problem, apply the following problem identification and analysis measures. 1.Briefly describe the nature of the problem. 2.What are the symptoms of the problem? 3.When were the symptoms noticed? Delivery Tip Give twenty (20) minutes for this activity. Explain to students that we will identify the problem by the use of questioning, in an investigative approach. Have students work in pairs.

CBP Professional Instructor Guide Effective Decision Making 67 All Rights Reserved, Copyright© International Business Training Association 4.Where were the symptoms noticed? 5.Who does the problem affect? 6.What resources are affected by the problem? 7.If left unaddressed, what are the major consequences of the problem?

CBP Professional Instructor Guide Effective Decision Making 68 All Rights Reserved, Copyright© International Business Training Association 8.What are the causes of the problem? 9.What is the root cause of the problem? 10. What changes were made before the symptoms were first noticed? Tip Stress that the problem must be identified and analyzed before being treated or before proper decision making techniques can be employed.

CBP Professional Instructor Guide Effective Decision Making 69 All Rights Reserved, Copyright© International Business Training Association Problem Resolution Objective 3: Recommend problem resolution guidelines A look at problem resolution Problem Resolution Recommending Problem Resolution Guidelines Just like a doctor who must first identify a problem, by determining the nature of the problem and observing the symptoms, before recommending a course of action, decision making also requires problem analysis before an appropriate solution can be determined. A look at Problem Resolution As we look at problem resolution, we see that just like a doctor will choose an appropriate form of treatment based on his or her diagnosis of the symptoms, it is important to present alternative solutions when considering all factors. Some problems, when left untreated, cause no harm. Some problems can be contained; some are disastrous if left untreated, and some can create even more problems by the prescribed treatment. A leader must consider all factors in problem resolution and then make the best possible decision. Slide Objective To discuss proper problem resolution guidelines Lead-in A leader must consider all factors in problem resolution before making a decision. Delivery Tip Stress the importance of weighing alternative solutions.

CBP Professional Instructor Guide Effective Decision Making 70 All Rights Reserved, Copyright© International Business Training Association Problem Resolution 1. Can the problem be left unaddressed? Briefly state your reasoning. 2. Can the problem be contained? Briefly state your reasoning. 3. What is your desired outcome? Delivery Tip Give students thirty (30) minutes for this exercise. The exercise should be a continuation of the common cold activity. Have students work in pairs.

CBP Professional Instructor Guide Effective Decision Making 71 All Rights Reserved, Copyright© International Business Training Association 4. Establish your decision criteria. What conditions should be met by possible solutions? Rate your conditions from 1 – 5, with 1 being the lowest desired criterion and 5 being the highest or critical. 5. Establish and rate your cost factors from 1 - 5, with 1 being the lowest and 5 being the highest. Example: Economic, Political, Social, Time, Training 6. List the possible solutions that would achieve the desired outcome.

CBP Professional Instructor Guide Effective Decision Making 72 All Rights Reserved, Copyright© International Business Training Association 7. Rate each solution based on established criteria and cost factors to determine its effectiveness. 8. Determine the best solution and the best alternatives based on analysis of criteria and costs. Delivery Tip Ask students to discuss what role they think ‘Risk’ would have played in their decision. For example, the risk of an allergic reaction by proposed treatment.

CBP Professional Instructor Guide Effective Decision Making 73 All Rights Reserved, Copyright© International Business Training Association Implementation Objective 4: Understand the need for proper implementation Continuous results Wait for results Implementation Once you have determined the best solution or combination of solutions, you are now ready for implementation. It is important to continuously observe the effects of your decision to ensure it has achieved the desired result. Remember that some decisions take a period of time to produce results. Additionally, you can always implement alternative solutions if you are not able to address the root cause of a problem. Decisions may involve not only problems, but can also involve opportunities. The same process of identification and analysis should be applied, and your alternative courses of action need to be determined to maximize on possible opportunities. Effective leaders are able to combine effective decision making strategies and, sometimes, a leader’s own unique intuition to result in success. Slide Objective To discuss the need for proper implementation Lead-in If you take a tablet for a headache and five (5) minutes passes and you get a relief, what do you do?

CBP Professional Instructor Guide Effective Decision Making 74 All Rights Reserved, Copyright© International Business Training Association Summary Effective decision making is a systematic process used to resolve problems or maximize opportunities. Problem identification and analysis are focused on describing the nature of a problem and determining the effects, symptoms, and causes. The problem resolution process is used to determine the possible solutions to problems and also to determine the most effective solution. Decision making criteria are the conditions that should be met by a given solution. Decision criteria rating measure the level of importance of each condition. Every decision has an associate risk and cost when implemented. The most effective decision or the best solution should be implemented considering all factors. Tips Summarize the module by signposting the main points listed on the page. Reinforce module objectives by reviewing key points. In the summary, avoid introducing any points not already covered in the module.

CBP Professional Instructor Guide Effective Decision Making 75 All Rights Reserved, Copyright© International Business Training Association Notes

CBP Professional Instructor Guide Team Building for Leaders 76 All Rights Reserved, Copyright© International Business Training Association Module 5: Team Building for Leaders Objectives Upon completion of this module, you will be able to do the following: 1. Explain the need for team building. 2. Understand the responsibilities of a team leader. 3. List and explain the benefits of building teams. 4. Identify the key criteria in team selection. 5. Describe the essentials of effective team communication. 6. Give recommendations for creating a motivating team environment. 7. Explain the concept of coaching. Introduction Teams are changing the way we do business. Companies that succeed create thinking organizations where employees are empowered within teams to create. In this module, we will recommend effective strategies for team building. We will also discuss the benefits of companies developing a coaching program to assist individuals at various levels within the organization. Objective Focus The objectives in this module focus on developing skills needed for effective team building as a leader. Carefully read and highlight each objective. Remind students that at the end of the module, they will have accomplished the objectives. Delivery Tip Introduce Team Building as an important contributor to a company’s success that is often times overlooked. Inform students that they will see how the level of team building is a direct result of leadership styles.

CBP Professional Instructor Guide Team Building for Leaders 77 All Rights Reserved, Copyright© International Business Training Association Team Building Objective 1: Explain the need for team building Teams turn visions into reality by executing missions Groups vs. Teams Leading a team of leaders Team Building The leader must first determine the vision and mission, and then develop major goals and objectives. The next step is to build teams that implement the desired goals and objectives, by developing and executing plans. Just like a captain cannot win a soccer match and score a goal without his or her team, a leader cannot succeed and accomplish goals without teams. The traditional command system of top down leadership has proven ineffective at empowering and inspiring followers. Teams empower people and increase productivity within organizations. Teams turn visions into reality. A captain may have great ideas, strategy and a good understanding of market challenges, but without a team, he or she can do nothing. Teams also empower leaders and turn their visions into reality. Group Vs. Team Groups are organizational units within an organization and are used to group people who perform similar tasks and share similar needs, but do not recognize their interdependence on each other towards accomplishing specific goals. A team comprises a group or groups of people within an organization focused on accomplishing a specific goal. Teams have recognized their interdependence. Slide Objective To highlight the purpose of team building Lead-in A vision, to become a reality, will depend on teams. Delivery Tip Explain that companies are still to utilize the benefits of building teams. Use the example of the Soccer captain to illustrate the point.

CBP Professional Instructor Guide Team Building for Leaders 78 All Rights Reserved, Copyright© International Business Training Association Some Facts About Groups 1. A collection of people with similar needs and resources. 2. An administrative classification of individuals. 3. Groups and individuals tend to work independently from each other. 4. Groups are assigned tasks and told what course of action to take. 5. Groups are not able to develop individual skills. Some Facts About Teams 1. A collection of people focused on contributing towards shared goals and objectives. 2. A functional classification of individuals. 3. Teams depend on each other for success. 4. Teams may or may not be assigned tasks, but they determine the course of action as a team and participate in the decision making process. 5. Teams empower people to develop individual skills. Leading a Team of Leaders A major challenge of a team leader is to empower followers to become leaders. A team leader has the ultimate responsibility for a particular goal; however, it is critical that each team member leads their assigned objectives and tasks. An effective team leader empowers his or her followers to become a team of leaders. What do you think are some other differences between groups and teams? Discuss the difference between teams and groups. Document your findings. Delivery Tip Highlight the empowering nature of teams. Delivery Tip A truly empowered team becomes a team of leaders. A true leader believes that he is leading a team of leaders.Delivery Tip Ensure that students document their findings for future use.

CBP Professional Instructor Guide Team Building for Leaders 79 All Rights Reserved, Copyright© International Business Training Association Responsibilities of a Team Leader Objective 2: Understand the responsibilities of a team leader Define the team’s mission, goals & objectives Select the right team members Communicate team members’ responsibilities Meet team member needs Motivate team members Develop a culture of accountability Responsibilities of a Team Leader Mission, Goals and Objectives Every team requires a mission or general goal that the team unites to accomplish. This general goal or mission may be just a subset or part of the organization’s overall mission. Once the team has been assigned a mission, the team leader or team may identify major goals and objectives required to accomplish the team’s mission. Once the purpose for the team has been identified, the team leader must now select the right team members and assign team members responsibilities. This is similar to how a soccer captain may pick his team and assign certain members to the defense or offense or different positions. Team Member Selection Criteria Select qualified individuals to meet the various responsibilities. Research the candidate’s résumé and performance history to determine capabilities and previous team cohesive involvement. Clearly explain responsibilities to potential team members. Determine the candidate’s willingness to assume the responsibility of being part of a team. Appoint members based upon willingness and capabilities to function effectively for success. Slide Objective To list the responsibilities of a team leader Lead-in Every team must have a team leader who is responsible for… Delivery Tip Explain that teams are assembled to do something. A team must have major goals to accomplish.

CBP Professional Instructor Guide Team Building for Leaders 80 All Rights Reserved, Copyright© International Business Training Association Communicate Team Member’s Responsibilities Every team member must have a clear understanding of the requirements and expectations of a team member. A team member may clearly understand his or her individually assigned responsibilities, but not clearly understand the team’s responsibilities. Each member must understand and be committed to team dynamics. Meeting Team Needs Upon understanding team responsibilities, the team may express various needs such as resources and training. The team leaders must adequately address these needs to ensure the team’s effectiveness. Motivation Continuous motivation is required to maintain adequate team performance. The following are some suggestions for keeping team members motivated: Keep the team focused on the big picture or mission. Encourage creativity - it keeps the job interesting and exciting. Develop a climate of mutual trust. Provide continuous encouragement and support. Set attainable goals and focus the team on becoming results-oriented. Reward team effort. Accountability Team leaders must hold team members accountable for performing their assigned responsibilities. All members must know that their success as a team depends upon everyone doing his or her part. The team member must be aware that substandard performance not only affects the individual, but the entire team. Delivery Tip Explain the importance of two-way communication that provides channels for feedback. Delivery Tip Just quickly highlight motivation at this point. Motivation is covered in depth in Module 6.

CBP Professional Instructor Guide Team Building for Leaders 81 All Rights Reserved, Copyright© International Business Training Association Team Building Benefits Objective 3: List and explain the benefits of team building Accountability Ownership Authority Acceptance Collective approach to success and failure Team Building Benefits Building a team offers numerous benefits, to corporations, which can be frequently overlooked. Team members are able to understand each other’s priority and do not feel like detached or isolated entities within the company. Teams also tend to be more communicative and open to new ideas and creativity. The following are some of the major benefits that can be achieved by team building: •Accountability •Ownership •Authority •Acceptance •Collective approach Accountability Just as in a soccer team each player feels accountable to his or her team mates and captain, a team fosters a culture of accountability where each team member is accountable to each other and to their leader. This accountability promotes commitment and dedication. If one member of the team does not perform their responsibility, the entire team suffers. The entire team, and not only the leader, demands performance from team members and holds team members accountable. Slide Objective To highlight the benefits of team building Lead-in The benefits of team building are truly numerous. Delivery Tip Explain that overall, teams empower individuals and hence the entire corporation. Delivery Tip Explain that accountability is not only top-down accountability but also peer level, where co-workers hold each other accountable.

CBP Professional Instructor Guide Team Building for Leaders 82 All Rights Reserved, Copyright© International Business Training Association Ownership Ownership implies that team members have accepted responsibility for the success or failure of their assigned task or goal. Teams empower individuals by their ownership over assigned work. Frequently, individuals may have suggestions on how a particular task can be effectively executed, but their suggestions are not taken into the decision making process. As tasks are distributed to various team members, each member assumes ownership and responsibility for success and becomes directly involved in completing tasks. Ownership allows each team member to become a leader of their work and allows the team member to develop his or her individual leadership skills. Authority Teams involve individuals in the decision making process. In a traditional command structure, all the decisions are made by the leader and then carried out by the followers. Frequently, individuals do not have an understanding of why they are carrying out a particular command that they may believe is not in the best interest of the organization. This leads to frustration and eventual disharmony. When building teams, everyone is given the authority to make decisions for their assigned task with the support and consultation of their team leader. As the leader assigns tasks to various team members, he or she will assign a level of authority to the team member to determine what is appropriate for the success of a given task. The team members may still consult the team leader before carrying out plans. The entire company now becomes an empowered, thinking, organization with suggestions and decisions being made at all levels, compared to a traditional command structure where the decisions are top down. Acceptance Team members feel that they are a part of something. They do not feel isolated within an organization. This feeling of acceptance goes a long way in improving morale and fostering creativity. The need for belonging is a fundamental need of individuals. Teams compliment this need by providing an environment that adds relevancy, belonging, security, and autonomy. Delivery Tip Explain that ownership requires clear goals or tasks to be assigned. Delivery Tip Explain that teams do not follow the traditional top-down command structure.