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Course: CBP Professional Courseware 7704-2 I N S T R U C TOR G U I D E Exam C10-506 OFFICIAL CURRICULUM Skills For Life 1

Proprietary Statement Copyright © International Business Training Association (IBTA), LLC. All rights reserved. This is an instructor manual. No part of this publication may be reproduced, photocopied, stored on a retrieval system, or transmitted without the express prior consent of the publisher. This manual, and any portion thereof, may not be copied without the express written permission of International Business Training Association (IBTA). International Business Training Association (IBTA), LLC 507 Denali Pass Dr., Suite 601 Cedar Park, TX 78613, USA Disclaimer International Business Training Association (IBTA), LLC makes no representations or warranties with respect to the contents or use of this manual, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, International Business Training Association (IBTA), LLC reserves the right to revise this publication and to make changes to its content at any time, without obligation to notify any person or entity of such revisions or changes. Further, International Business Training Association (IBTA), LLC disclaims all liability for any direct, indirect, incidental or consequential, special or exemplary damages resulting from the use of information in this document or from the use of any methodologies presented in this student manual. Any resemblance to, or use of, real persons or organizations should be treated as entirely coincidental. Trademarks International Business Training Association (IBTA), LLC has attempted to supply trademark information about company names, products, and services mentioned in this manual. The following list of trademarks was derived from various sources. Artwork utilized in this manual is sourced from Microsoft online clips. Microsoft is a trademark of the Microsoft Corporation. CBP is a trademark of International Business Training Association (IBTA), LLC. i

Welcome to the Certified Business Professional Program To Our Valued Professionals, We wish to congratulate you on your pursuit of the prestigious CBP designation. As a CBP certified professional, you will possess business acumen and technology skills that enhance your value in the workplace. Your CBP program committee believes that business professionals such as you are essential to the success of corporations, businesses and a global economy. Many of the skills you will gain by attaining the CBP certification will transcend the work environment into many aspects of living. As such, we believe that CBP is more than business and technology skills, as it extends beyond the workplace into skills for life. To all our CBP Certified Business Professionals, keep up the good work and continue representing the CBP designation with the professionalism you have displayed. Congratulations on your commitment to excellence in the workplace and beyond! Tanisha White Vice President, IBTA ii

CBP Professional Instructor Guide Introduction TABLE OF CONTENTS Module 1: Introduction to Effective Leadership............................................................ 2 Leadership Defined............................................................................................................. 3 The Definition Of A Leader............................................................................................ 3 The Definition Of A Follower ........................................................................................ 3 Effective Leadership ........................................................................................................... 4 Characteristics – Features that Distinguish Effective Leaders ....................................... 4 Skills – Developed Talents Or Abilities ......................................................................... 5 Responsibilities of a Leader................................................................................................ 7 Developing a Vision ....................................................................................................... 7 Developing a Mission and Goals .................................................................................... 7 Working Towards Achieving Goals and Objectives ...................................................... 7 Building A Cohesive Team............................................................................................. 8 Identifying And Meeting Team Needs ........................................................................... 8 Measuring Team Performance ........................................................................................ 8 Holding Team Members Accountable ............................................................................ 8 Motivating Team Members............................................................................................. 8 Leadership Potential............................................................................................................ 9 Everyone Can Be A Leader ............................................................................................ 9 Circumstances make and Shape Leaders ........................................................................ 9 Leaders Embrace Responsibility..................................................................................... 9 What Do You Need to be an Effective Leader? ............................................................... 11 Clear Goals.................................................................................................................... 11 Training......................................................................................................................... 11 Followers....................................................................................................................... 11 Leadership vs. Management ............................................................................................. 13 Leaders Manage ............................................................................................................ 13 Module 2: Choosing the Appropriate Leadership Style.............................................. 19 The Transitionary Nature of Leadership........................................................................... 20 What Happens Next When the Major Goals Are Accomplished?................................ 20 Situations May Change ................................................................................................. 21 Leadership Styles .............................................................................................................. 22 Relational Support ........................................................................................................ 22 Functional Support........................................................................................................ 22 The Follower..................................................................................................................... 24 Situational Leadership ...................................................................................................... 26 Module 3: Developing a Vision & a Mission ................................................................ 39 Vision................................................................................................................................ 40 Definition ...................................................................................................................... 40 Purpose.......................................................................................................................... 41 Direction and Destination ............................................................................................. 41 Copyright © International Business Training Association. All Rights Reserved.

CBP Professional Instructor Guide Introduction Passion .......................................................................................................................... 41 Values ............................................................................................................................... 42 Guidelines or Standards ................................................................................................ 42 Vision Plan........................................................................................................................ 45 Mission.............................................................................................................................. 48 Goal............................................................................................................................... 48 Objectives ..................................................................................................................... 49 Plans.............................................................................................................................. 49 Mission Plan...................................................................................................................... 50 Guidelines For Developing A Mission Plan ................................................................. 50 Communication and Vision .............................................................................................. 56 Developing A Clear Vision........................................................................................... 56 A Vision Culture ........................................................................................................... 56 Module 4: Effective Decision Making ........................................................................... 59 Effective Decision Making ............................................................................................... 60 Establishing Criteria...................................................................................................... 60 Rating Criteria............................................................................................................... 60 Problem Identification & Analysis ................................................................................... 65 Problem Identification & Analysis ............................................................................... 66 Problem Resolution........................................................................................................... 69 A look at Problem Resolution....................................................................................... 69 Problem Resolution....................................................................................................... 70 Implementation ................................................................................................................. 73 Module 5: Team Building for Leaders.......................................................................... 76 Team Building .................................................................................................................. 77 Group Vs. Team............................................................................................................ 77 Leading a Team of Leaders........................................................................................... 78 Responsibilities of a Team Leader.................................................................................... 79 Mission, Goals and Objectives ..................................................................................... 79 Team Member Selection Criteria.................................................................................. 79 Communicate Team Member’s Responsibilities .......................................................... 80 Meeting Team Needs .................................................................................................... 80 Motivation..................................................................................................................... 80 Accountability............................................................................................................... 80 Team Building Benefits .................................................................................................... 81 Accountability............................................................................................................... 81 Ownership ..................................................................................................................... 82 Authority ....................................................................................................................... 82 Acceptance.................................................................................................................... 82 Collective Approach To Success And Failure .............................................................. 83 Team Selection.................................................................................................................. 84 The Team Member’s Function...................................................................................... 84 Capability...................................................................................................................... 84 Commitment ................................................................................................................. 85 ii

CBP Professional Instructor Guide Introduction Identifying Training Needs ........................................................................................... 85 The Benefits Of Diversity............................................................................................. 85 Size................................................................................................................................ 86 Team Communication....................................................................................................... 87 Clearly Interpret Goals.................................................................................................. 87 Motivating Teams ............................................................................................................. 90 Creating A Learning Environment – 4 Basic Needs..................................................... 91 Relevancy...................................................................................................................... 91 Autonomy ..................................................................................................................... 92 Security ......................................................................................................................... 92 Belonging...................................................................................................................... 93 Coaching Teams................................................................................................................ 94 Definition of Coaching ................................................................................................. 94 Developing A Coaching Process .................................................................................. 95 Develop A Coaching Process As A Leader .................................................................. 96 Where And Who Do You Want To Be? ....................................................................... 96 Why is it important?...................................................................................................... 96 What Action Do You Take To Get There? ................................................................... 97 Are You In Alignment? ................................................................................................ 97 What Changes Need To Be Done To Stay In Alignment? ........................................... 98 Be Supportive................................................................................................................ 98 A Continuous Process ................................................................................................... 98 Module 6: Motivation ................................................................................................... 101 Motivation....................................................................................................................... 102 Motivation Defined..................................................................................................... 102 Move to Action ........................................................................................................... 102 Desires and Needs........................................................................................................... 103 Encouraging Performance............................................................................................... 106 Morale ............................................................................................................................. 108 Improving Morale ........................................................................................................... 110 Create an environment for motivation ........................................................................ 110 Building loyalty in teams ................................................................................................ 112 Loyalty ........................................................................................................................ 112 iii

CBP Professional Instructor Guide Introduction The CBP Certification Program The Certified Business Professional Program is an international industry credential that validates and develops the business professional. A typical candidate is a professional who is in pursuit of excellence and is committed to surpassing all standards for the business professional. The CBP program establishes a foundation-level, industry-neutral certification for business professionals enabling employers and the candidate to have a platform to develop the CBP for targeted positions within corporations. The CBP also develops important life-skills that transcend the work environment into many aspects of living. The workshops, lectures, simulations and hands-on sessions provide the training and learning environment to maximize the candidate's potential. The certification examination measures the skills and knowledge earned by the program. The program was developed by industry-wide and cross platform job task analysis, and by consultation with key industry representatives, to ensure the program’s effectiveness and applicability. This ensures that the candidate is exposed to functional business tasks and gains practical exposure to the work environment. Benefits of Certification Almost every job has a core set of technology and business components that requires the professional to develop information technology and business skills. As many professionals pursue their careers in the workplace, there is a need to differentiate between “ordinary employment seekers” and “Certified Business Professionals.” The CBP certification provides this differentiator by certifying that the professional can demonstrate specific skill sets. Candidates who demonstrate technical and business skills with a widely recognized certification are on the path to excellence and professional development. iv

CBP Professional Instructor Guide Introduction Certification Testing The CBP certification exams are administered by Thomson Prometric, Inc. through Authorized Testing Centers worldwide. The exams measure technical proficiency and establish a level of core competency required in becoming a CBP. CBP Certification & Paths The following are the CBP certifications that you can attain: v

CBP Professional Instructor Guide Introduction CBP Professional™ The CBP Professional validates the business professional by providing industry- neutral foundation business skills. These foundation skills are required and used as a measure of competency by major institutions and organizations. The CBP candidate may take one of the following CBP Exams to achieve the CBP Professional Certification, and complete all five (5) certifications to attain the CBP Executive™: Course Exam Number Leadership CBP C10-506 Customer Service CBP C20-507 Sales CBP C30-508 Business Etiquette CBP C40-509 Business Communications CBP C50-510 CBP Master Executive™ The CBP Master Executive program is for candidates who wish to specialize in specific business skills segments such as Sales & Marketing, Project Management, Business Management and Technology. To achieve the CBP Master Executive designation, the candidates must complete the CBP Professional exams and sit one of the following CBP elective certifications. Course Exam Number Project Management CBP E10-706 Business Management CBP E20-707 Sales & Marketing CBP E30-708 Technology CBP E40-709 vi

CBP Professional Instructor Guide Introduction About This Course This section provides you with a brief description of the course, audience, suggested prerequisites and course objectives. Description The CBP Professional student manuals cover the following five key segment areas of the CBP Professional program and certification exams:  Leadership Series  Customer Service Series  Sales Series  Business Etiquette & Professionalism Series  Business Communication Series Audience This course is intended for professionals who are committed to surpassing standards of excellence. Prerequisites This course requires that students meet the following prerequisites: 1. The candidate must have a commitment to the pursuit of excellence. 2. The candidate must have completed or be in the process of completing a high school or secondary school diploma or similar educational standards. Certification Testing This course helps you prepare for the following certification test:   CBP C10-506 Arrange to take the certification test for this course within six weeks of acquiring the course materials, as exams are updated regularly in accordance with current versions. vii

CBP Professional Instructor Guide Introduction Course Curriculum The course teaches the core business skills required for the business professional. The following table provides brief descriptions of each section in the CBP curriculum. Certification What Course Topics You Will Learn Course: Leadership Series  Introduction to Effective Leadership  The Characteristics and Skills of Effective Leaders  Leadership Styles  Developing a Vision & a Mission  Effective Decision-making  Team Building for Leaders  Building Trust in Teams  Coaching as a Leader  Motivation  Leadership Summary Course: Business Communication  Introduction to Business Communication Series  Business Letter Writing  Types of Business Writing Course: Business Etiquette  Business Writing Styles Series  Writing for Special Circumstances  Communication Styles  Identifying Your Appropriate Communication Style  Communicating Effectively  Keys to Powerful Presentations  Power of Active Listening  Conflict Resolution: Approaching Conflicts Constructively  Communication Challenges  Introduction to Business Etiquette  Meeting and Greeting Interactive Scenarios  Meeting & Board-room Protocol  Principles of Exceptional Work Behavior  Entertaining Etiquette  Telephone Etiquette  Multi-Cultural Challenges  Electronic & Internet Etiquette  Ethical Issues: Business challenge  Handling Sexuality at the Workplace  Creating Your Business Style and Professional Image viii

CBP Professional Instructor Guide Introduction Certification What Course Topics You Will Learn Course: Sales Series  Introduction to Sales Course: Customer Service  Developing a Positive Attitude Series  Effective Sales Prospecting  First Contact Success Strategies  Sales Qualification  Presentation Success Strategies  Resolving Objections & Successful Negotiating  Closing the Sale  Developing a Referral Program  Wrap-up & Follow-up  The Use of Technology in Sales  Introduction to customer service  Customer Service: Communication Skills  Customer Analysis: Knowing your customer  Calming Upset Customers  Telephone Customer Service  Internet Customer Service Skills  Time Management Strategies • Stress Management Strategies ix

CBP Professional Instructor Guide Introduction Course Overview Upon completing this course, you will possess the training and skills required to achieve the CBP Professional certification. You will also develop the foundation skills needed to be a successful leader, sales executive, customer service agent, and possess the communication skills required to excel in varying positions within corporations. Agenda Day This is a 10 day program. Section Leadership Series Day 1 Leadership Series Day 2 Business Communication Series Day 3 Business Communication Series Day 4 Business Etiquette & Professionalism Series Day 5 Business Etiquette & Professionalism Series Day 6 Sales Series Day 7 Sales Series Day 8 Customer Service Series Day 9 Customer Service Series Day 10 Exercises This course provides both written and hands-on exercises to give you realistic experiences performing the tasks taught. x

CBP Professional Instructor Guide Introduction Introduction  Name  Work experience  Share about yourself cbp  Share your educational background  Expectations of the course Working Together Get to know your classmates by sharing some information about yourself and your expectations for the CBP Professional course. xi

CBP Professional Instructor Guide Introduction Facilities Class Hours Business Hours Phones Rest Rooms Messages Parking Smoking Recycling Meals Important information Getting to know your environment. xii

Course: CBP Leadership Exam C10-506 INSTRUCTOR G U I D E O F F I C I A L C U R R I C U LU M Leadership All Rights Reserved, Copyright© International Business Training Association

CBP Professional Instructor Guide Leadership Series NOTE: CBP Leadership This CBP Leadership In this section, you develop the knowledge and skills that make an effective course provides leader. students with the necessary Section Topics training to become effective Upon completion of the section, you will gain knowledge of the following leaders. The leadership topics: course is a combination of 1. Introduction to Effective Leadership lectures and 2. Leadership Styles hands-on. 3. Developing a Vision & a Mission 4. Effective Decision Making Inform students 5. Team Building for Leaders that in order for 6. Coaching as a Leader the course to be 7. Motivation effective and 8. Leadership Summary successful, student participation will be required. Student participation is one of the hallmarks of the CBP Certification program. All Rights Reserved, Copyright© International Business Training Association 1

CBP Professional Instructor Guide Introduction to Effective Leadership Module 1: Introduction to Effective Leadership Objectives Upon completion of this module, you will be able to do the following: 1. Describe what leadership is. 2. Discuss the characteristics and skills of effective leaders. 3. Understand the responsibilities of an effective leader. 4. Understand what creates leadership potential. 5. Explain the basic needs of a leader. 6. Understanding the difference between leadership and management. Introduction Leaders are in demand in every aspect of our businesses and societies. Effective leadership is developed by a thorough understanding of the competencies of leaders. This module will introduce you to the requirements of leaders and assist you in developing the skills and characteristics needed for effective leadership. All Rights Reserved, Copyright© International Business Training Association 2

CBP Professional Instructor Guide Introduction to Effective Leadership Slide Objective Leadership Defined To list the two parties involved Objective 1: Describe leadership in the leadership process.  Leader  Follower Lead-in How would you describe leadership? Leadership Defined Leading can be defined as guiding a direction from in front for someone to follow the way. Leadership is the process whereby an individual influences another individual or group of individuals towards achieving a goal or goals. Leadership requires developing a set of qualities that causes a person to follow. This clearly demonstrates that two parties are involved in the leadership process: the leader and the follower. The Definition Of A Leader The individual who is responsible for leading followers towards accomplishing a shared vision. The Definition Of A Follower The individual who subscribes to the directions and guidance of a leader. Leaders inspire and motivate their followers and are committed to empowering their followers to also become effective leaders. All Rights Reserved, Copyright© International Business Training Association 3

CBP Professional Instructor Guide Introduction to Effective Leadership Slide Objective Effective Leadership To highlight the important Objective 2: Discuss the characteristics and elements of skills of effective leaders leadership  Characteristics Lead-in  Skills Every leader has developed a set Effective Leadership of skills and characteristics Characteristics – Features that Distinguish that make them effective. Effective Leaders Explain the JUSTICE  A desire to do right and be impartial in difference JUDGMENT between skills DECISIVENESS judgments and  The ability to weigh facts, solutions, and characteristics. Ask students if alternatives both are needed.  Ability to make prompt decisions INTEGRITY  Truthfulness and honesty DEPENDABILITY  Certainty of proper performance TACT  The ability to use discretion when dealing with INITIATIVE ENDURANCE others  Taking action in the absence of orders  Mental and physical stamina UNSELFISHNESS  Placing others ahead of self COURAGE  Calmness and firmness in the face of difficulty KNOWLEDGE  Know your job, your people, and yourself LOYALTY  Faithfulness to your team and organization ENTHUSIASM  Displaying sincere interest and zeal All Rights Reserved, Copyright© International Business Training Association 4

CBP Professional Instructor Guide Introduction to Effective Leadership Skills – Developed Talents Or Abilities  Risk taking  Coaching  Team building  Facilitating  Decision making  Communicating  Planning  Flexibility All Rights Reserved, Copyright© International Business Training Association 5

CBP Professional Instructor Guide Introduction to Effective Leadership List two additional characteristics of leaders. Delivery Tip List two additional skills of leaders. Discuss with the students what other skills and characteristics they thought were necessary for effective leaders. Ensure that the discussion does not take too much time. All Rights Reserved, Copyright© International Business Training Association 6

CBP Professional Instructor Guide Introduction to Effective Leadership Slide Objective Responsibilities of a Leader To list the responsibilities Objective 3: Understand the requirements of of a leader an effective leader Lead-in  Develop a vision Let us take a  Develop a mission and goals look at some of  Work towards achieving goals & objectives the key  Build a cohesive team responsibilities  Identify and meet team needs of a leader.  Measure team performance  Hold team member accountable  Motivate team members Responsibilities of a Leader Delivery Tip Developing a Vision Briefly highlight each Leaders know clearly where they want to be. This requires developing a responsibility. vision and identifying major goals. (Covered in Module 3 – Developing a However, do not Vision & a Mission.) spend too much time here. Developing a Mission and Goals Remind students that the specific Once the vision has been set and you know where you are going, the next responsibilities question is, “How do you get there?” The mission is used to determine are covered in- what goals are required to achieve the vision. (Covered in Module 3 – depth in later Developing a Vision & a Mission.) chapters. Working Towards Achieving Goals and Objectives Leaders are required to be goal-oriented and are always working towards accomplishing specific goals that make the vision a reality. (Covered in Module 3 – Developing a Vision & a Mission.) All Rights Reserved, Copyright© International Business Training Association 7

CBP Professional Instructor Guide Introduction to Effective Leadership Building A Cohesive Team Team building is a requirement for all leaders because teams convert goals or ideas into reality. Leadership goals are distributed among teams who are charged with the responsibilities of successful completion. (Covered in Module 5 – Team Building for Leaders.) Identifying And Meeting Team Needs In order for a team to function effectively, its needs must be met. Whether physical, social or budgetary, the leader identifies needs by constant interaction with team members and then does his or her best to meet the needs. (Covered in Module 5 – Team Building for Leaders.) Measuring Team Performance In order for goals to be accomplished, every team member must do his or her part. Some team members excel, while others may not perform well. Leaders must clearly set expectations and measure team members’ performance. (Covered in Module 5 – Team Building for Leaders.) Holding Team Members Accountable Leaders must hold teams and team members accountable for not fulfilling their responsibilities. Additionally, leaders must recognize and reward team members who demonstrated exceptional performance. (Covered in Module 5 – Team Building for Leaders.) Motivating Team Members Effective leaders are successful at keeping their team members motivated. It is the responsibility of every leader to build a climate of motivation. (Covered in Module 6 –Motivation.) Leaders, who clearly understand and perform their responsibilities, will successfully inspire and motivate followers to accomplish goals. All Rights Reserved, Copyright© International Business Training Association 8

CBP Professional Instructor Guide Introduction to Effective Leadership Slide Objective Leadership Potential To highlight what makes a person Objective 4: Understand what creates a leader leadership potential Lead-in  Everyone can be a leader Let us take a  Circumstances make and shape leaders look at some  Leaders embrace responsibility contributors to the creation of a leader. Leadership Potential Delivery Tip Everyone Can Be A Leader Briefly highlight each contributor Many people are born with the natural traits and giftings that make a good to leadership leader. However, there are many examples of individuals from diverse qualities. backgrounds who have emerged as great world leaders. This displays that However, do not leadership is a process that can be facilitated with the appropriate training, spend too much commitment, and experience. time here. Remind students Circumstances make and Shape Leaders that specific developed Many great leaders probably never thought that they could lead, but leadership skills situations or circumstances transformed them into effective leaders. are covered in- Martin Luther King faced many obstacles, and many times he wanted to depth in later quit, but once he internalized his dream, it kept him moving forward and chapters. brought out the great leader in him. Everyone has a great leader in them that is waiting for the right circumstances and situations to step out and lead. Leaders Embrace Responsibility Every leader has accepted the responsibility of leadership. Some leaders are appointed, while others are elected or emerge through circumstance, but one thing is common to all effective leaders  they embrace the responsibilities and challenges of accomplishing a goal. All Rights Reserved, Copyright© International Business Training Association 9

CBP Professional Instructor Guide Introduction to Effective Leadership What do you think brings out leadership potential? Summarize the results of your discussion in point form. Delivery Tip It is important for students to record or summarize the key findings in the discussion. At this point, ask students to outline the discussion summary for the class. For example: In this discussion, we discovered three additional factors that bring out leadership potential. The three points are… All Rights Reserved, Copyright© International Business Training Association 10

CBP Professional Instructor Guide Introduction to Effective Leadership Slide Objective What Do You Need to be an To list the three Effective Leader? (3) main needs or requirements Objective 5: Explain the basic needs of for leadership to leaders take place  Clear goals Lead-in  Training Leadership  Followers begins with having What Do You Need to be an Effective something to Leader? accomplish or having clear goals. Delivery Tip Clear Goals Explain that all leaders need To become an effective leader, you must have a clear goal to accomplish. some form of The goal is something you believe in and feel passionate about. Whether it is training to be parents leading their children or an executive leading a company, clear goals effective. are required to begin the leadership process. True leaders are Training not afraid of being followers All leaders require some form of training to become more effective. Many or learning new effective parents have researched, attended courses, and interacted with other strategies to parents to develop the important skills of leading a family. Training really improve their means some form of assistance by someone or from some resource. True leadership. leaders are not afraid of being effective followers; many great leaders have gone through a period of mentoring with other leaders, before they themselves emerged as effective leaders. Followers Leadership requires two parties: leaders and followers. Followers create leadership opportunities. Followers are created by circumstance, situation, and sometimes by position. Having a senior position does not necessarily imply that your subordinates will become engaged followers. True followers believe in the vision of a leader and that the leader is capable of leading a team to accomplish the vision. All Rights Reserved, Copyright© International Business Training Association 11

CBP Professional Instructor Guide Introduction to Effective Leadership With clear goals, the right training and willing followers, you are well on your way to becoming an effective leader. You will encounter many leadership opportunities through life’s challenges and in the workplace. This course will equip you with a framework and the skills to make your mark as a leader. All Rights Reserved, Copyright© International Business Training Association 12

CBP Professional Instructor Guide Introduction to Effective Leadership Slide Objective Leadership vs. Management To differentiate between Objective 6: Understanding the leadership and difference between leadership and management management Lead-in  Leaders manage Many people  Not all managers lead think that  Resources are managed leadership and management are Leadership vs. Management the same thing. However… Leaders Manage Delivery Tip All effective leaders have developed good management practices. As such, Explain that good management and effective leadership are essential to successfully leadership accomplishing your goals. However, the differences between the two must be does not noted. replace management. Management Leadership In fact, all leaders should Management is focused on Leadership is focused on empowering possess good controlling resources people management practices. Management is focused on Leadership is focused on people structure Management manages Leaders see people as part of a team people as employees Not all managers lead All effective leaders manage Managers are focused on Leaders are focused on accomplishing accomplishing a specific task a vision Managers have a short range Leaders have a long range perspective perspective Leaders inspire, motivate, and unleash Managers plan, organize, team energy direct, and control All Rights Reserved, Copyright© International Business Training Association 13

CBP Professional Instructor Guide Introduction to Effective Leadership Companies can have unlimited capital and the appropriate infrastructure, but in most cases, it is the talent of the company that makes things happen. Treating employees as resources to be controlled stifles creativity and affects overall performance. Leaders, on the other hand, see employees as part of a team and know that success can only be accomplished when every team member is motivated, empowered and willing to embrace their responsibilities. Companies that embrace leadership unlock their potential and experience innumerable benefits. All Rights Reserved, Copyright© International Business Training Association 14

CBP Professional Instructor Guide Introduction to Effective Leadership What do you think are some other differences between managers and leaders? Delivery Tip Do you think all managers lead? Ensure that students document their conclusions for future use. Try to encourage as much class participation as possible. Ask students to share on their experiences, if possible. You may ask, “If someone was motiveless, would they need to be managed or led?” Do you think all leaders manage? All Rights Reserved, Copyright© International Business Training Association 15

CBP Professional Instructor Guide Introduction to Effective Leadership MIX & MATCH Match the following characteristics with the appropriate description. Note A. COURAGE 1. A desire to do right and be impartial in judgments Give students B. DECISIVENESS 2. The ability to weigh facts, solutions, and ten (10) C. DEPENDABILITY minutes to D. ENDURANCE alternatives complete the E. ENTHUSIASM 3. Ability to make prompt decisions exercise. F. INITIATIVE G. INTEGRITY 4. Truthfulness and honesty H. JUDGEMENT I. JUSTICE 5. Certainty of proper performance J. KNOWLEDGE 6. The ability to use discretion when dealing with K. LOYALTY L. TACT others M. UNSELFISHNESS 7. Taking action in the absence of orders 8. Mental and physical stamina 9. Placing others ahead of self 10. Calmness and firmness in the face of difficulty 11. Understanding and awareness of your job, your people, and yourself 12. Faithfulness to your team and organization 13. Displaying sincere interest and zeal Place correct matches (letters with matching numbers) here. All Rights Reserved, Copyright© International Business Training Association 16

CBP Professional Instructor Guide Introduction to Effective Leadership Tips Summary Summarize the module by  Leadership is the process whereby an individual influences followers to signposting the achieve goals. main points listed on this  Leadership requires a set of skills and characteristics to be effective, such page. as decision making and endurance respectively. Reinforce  Leaders must develop a vision, mission, and focus to build and motivate module teams. objectives by reviewing main  Everyone has leadership potential that is realized as a result of points. circumstances and embracing responsibility. Be careful not to  The leadership process requires a clear goal, adequate training, and introduce any followers to begin. new points not already covered  Leaders are people-oriented and vision-oriented, whereas managers tend in the module. to be resource-oriented. If students ask any questions at this stage, ask them kindly to wait until the summary is complete. All Rights Reserved, Copyright© International Business Training Association 17

CBP Professional Instructor Guide Introduction to Effective Leadership Notes All Rights Reserved, Copyright© International Business Training Association 18

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Module 2: Choosing the Appropriate Leadership Style Objective Focus Objectives The objectives in this module Upon completion of this module you will be able to do the following. concentrate on 1. Discuss the transitionary nature of leadership. understanding the 2. Identify and explain leadership classes and styles. different styles of 3. Classify and explain various types of followers. leadership that 4. Describe the Situational Leadership theory. can be used in 5. Demonstrate an understanding of Situational Leadership by different choosing the best leadership style given varying leadership scenarios. scenarios. Carefully read and Introduction highlight each objective. Remind students that at the end of the module, they would have accomplished the objectives. Delivery Tip Leaders must be adaptive and dynamic in order to accomplish their Explain that goals. Leaders find themselves in varying situations leading a diverse leadership must team of followers. This requires leaders to adapt their leadership style not be static, but to meet the changing conditions they face. dynamic. This module will This module will cover the various CBP leadership styles and give develop the guidelines for choosing an appropriate style for a given scenario. dynamic nature of Additionally, this module will lay a foundation for understanding the leadership. benefits of situational leadership. All Rights Reserved, Copyright© International Business Training Association 19

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Slide Objective The Transitionary Nature of Introduce the Leadership transitionary nature of Objective 1: Discuss the nature of leadership leadership by using two  What happens next examples.  Situations may change Lead-in The Transitionary Nature of Leadership Almost everything changes, and that includes leadership. Delivery Tip Today, organizations are forced to reinvent themselves to stay Explain that competitive in an ever changing global landscape. To successfully lead every effective corporations, leaders must reinvent themselves or new leaders may be leader develops needed for new challenges. A particular leader may be able to a succession successfully grow and expand an organization; however, once this goal plan. is achieved, he or she may be unsuccessful in capitalizing on this growth and expansion. As such, either this leader internalizes the need for The very fact change or the leadership must change for the company to continue to that we can die prosper. demonstrates one of the Great leaders have developed the skill of knowing when to change and, reasons we are sometimes, even remove themselves from a position, in the best interest considered of their organization or cause. leaders in transition. To succeed in changing times, with current challenges and economic conditions, a transient approach must be taken to leadership. As leaders, we must be willing and committed to change. The following are examples of two factors that require a transitionary approach to leadership. What Happens Next When the Major Goals Are Accomplished? Leaders are focused on accomplishing a specific goal or set of goals. Once these goals are achieved, the leader now requires new goals or a new vision. The leader must answer the question, “What comes next?” All Rights Reserved, Copyright© International Business Training Association 20

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Situations May Change Leaders must address issues such as changing times, technology and culture. Great leaders understand that their leadership may be temporary and always prepare for future leaders. The challenge that resulted in today’s revolution may be embraced as tomorrow’s solution. All Rights Reserved, Copyright© International Business Training Association 21

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Slide Objective Leadership Styles To demonstrate that leadership Objective 2: Identify and explain leadership styles can have classes and styles two classes Classes Lead-in  Relational - people oriented As leaders, we  Functional - task oriented lead different types of Styles followers.  Directing - High Functional, Low Relational Hence, to be  Selling - High Functional, High Relational effective, we  Participating - Low Functional, High Relational must use  Delegating - Low Functional, Low Relational different styles of leadership. Leadership Styles Delivery Tip Every leader has a preferred leadership style. However, different Explain the situations demand an adaptation of the preferred leadership style to distinctions effectively lead. Leaders are required to provide both relational and between functional support to teams. As such, leadership styles are considered leadership to be classified as functional and/or relational. classes and styles. Relational Support Relational support is more people-oriented and refers to leaders’ involvement with a team to provide psychological support, encouragement, and facilitation. Functional Support Functional support is more task-oriented and refers to the leaders’ involvement at a functional level to accomplish a specified task. All Rights Reserved, Copyright© International Business Training Association 22

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Delivery Tip The following are examples of leadership styles and their Explain that classification: styles vary in their level of Directing – High Functional, Low Relational functional and relational Leaders determine the course of action by providing clear instruction. support. Additionally, the leader supervises the work to ensure completion. Selling - High Functional, High Relational 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. Participating – Low Functional, High Relational The leader acts as a facilitator by providing encouragement and support to develop team members’ confidence in their abilities. Additionally, the leader may give functional support and advice, but like a facilitator, does not play a great role in actively performing the task. Delegating – Low Functional, Low Relational The leader does not directly assume responsibility for task implementation, but chooses or delegates a team member, or group of team members, to accomplish the task. Now that we have an understanding of the two classes of leadership and the different leadership styles, let us take a closer look at who we are leading - the follower. All Rights Reserved, Copyright© International Business Training Association 23

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Slide Objective The Follower To highlight the different classes Objective 3: Classify and explain the various and types of types of followers followers  Committed Novice - Low Capability, High Lead-in Motivation Just like we have different classes  Uncommitted Expert - High Capability, Low and styles of Motivation leadership, we have different  Committed Expert - High Capability, High classes and Motivation types of followers.  Uncommitted Novice - Low Capability, Low Motivation Delivery Tip Explain that The Follower each type of follower varies in Followers are individuals who subscribe to the directions and his or her level guidance of a leader. of capability and/or Followers can be classified based on the following categories: motivation. capability and motivation. Capability refers to the follower’s ability to perform a given task. Motivation refers to the follower’s commitment or willingness to see a task through to completion. Committed Novice – Low Capability, High Motivation This follower does not have the knowledge, experience, or ability to perform the relevant task without the leader’s functional assistance. However, the follower has the motivation and willingness to see the task through to completion. Uncommitted Expert – High Capability, Low Motivation This follower has the knowledge, experience, and ability to perform the relevant task without the leader’s functional assistance, however lacks the motivation or willingness to see the task through to completion. All Rights Reserved, Copyright© International Business Training Association 24

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Committed Expert – High Capability, High Motivation This follower has the knowledge, experience, and ability to perform the relevant task without the leader’s functional assistance. Additionally, the follower has the motivation or willingness to see the task through to completion. Uncommitted Novice – Low Capability, Low Motivation This follower does not have the knowledge, experience, or ability to perform the relevant task without the leader’s functional assistance, and lacks the motivation or willingness to see the task through to completion. All Rights Reserved, Copyright© International Business Training Association 25

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Slide Objective Situational Leadership To introduce Situational Objective 4: Describe the Situational Leadership Leadership theory Lead-in  Human Resource leadership Different  Structure Leaders scenarios  Symbolic Leaders require using  Political Leaders different approaches to Situational Leadership leadership. Diverse leadership challenges require different responses. Delivery Tip Additionally, every team is made up of different followers, each with Ask students to his/her own capabilities and motivation. As such, leaders must give real life carefully choose a style of leadership that will influence a particular examples of situation and follower. Situational leadership requires the leader to be people who flexible and dynamic, and use varying leadership styles for a given would represent challenge. the different types of Every day situations become the catalyst for empowering leaders; situational many individuals, when faced with difficult situations, respond in leaders. unique and creative ways and chart new paths to leadership. It can be said that anyone who does not see himself or herself as a leader is waiting for the right situation to draw out the set of qualities which makes great leaders. The following are examples of some common leadership roles in response to challenges: Human resource leaders focus on people development. These leaders believe that empowering people is the main goal of management and that an organization’s success is dependent upon the company’s effectiveness in integrating their human resources. These leaders are more effective in people-oriented leadership. Structural leaders focus on leading organizations in developing clear structure and management systems. These leaders believe in a more systematic approach to leadership, by using analysis of information and logical approaches to address challenges. These leaders are more effective in task-oriented leadership. All Rights Reserved, Copyright© International Business Training Association 26

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Symbolic leaders focus on inspiration and lead teams by charisma and motivation. These leaders are very effective in achieving the commitment and dedication of their followers. These leaders are more effective in people-oriented leadership. Political leaders focus on building alliances, coalitions and their support base. They are very concerned about the image that they portray to their followers. These leaders sometimes lead people and are led by the people. They operate in the realm of conflict and varying interest, and face continuous challenges that require all the skills of an effective leader. These leaders are effective both as people-oriented and task-oriented leadership, but have a greater emphasis on leading people. For an organization to be successful, it requires a combination of the varying leadership styles to address challenges. All Rights Reserved, Copyright© International Business Training Association 27

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Delivery Tip Carefully review the chart. Explain to students how to use the chart when leading different types of followers. The above diagram demonstrates a situational leadership model where the leader uses the appropriate leadership style to lead various types of followers. The diagram also demonstrates the need for leaders to be dynamic and flexible, and not hold to one particular style of leadership. Note: Hersey and Blanchard are modern inventors of the situational leadership model. All Rights Reserved, Copyright© International Business Training Association 28

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Discuss the above situational leadership model. Document the results of your discussion. Delivery Tips Document the conclusions of the discussion. If you were the captain of a soccer team, and all your teammates were new to soccer, but were dedicated to the team, what leadership style would you use to lead them, and why? Have students explain their answers. The answers should be a directing leadership style. If you hired a sales executive whose résumé showed that the executive has a proven track record of success and a history of seeing projects to completion, what leadership style would you choose, and why? Have students explain their answers. The answers should be a delegating leadership style. All Rights Reserved, Copyright© International Business Training Association 29

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Company Profile: PureRiver, Inc Executive Briefing Tip Introduction Have students PureRiver Inc. is a European company established to produce a unique work together in water filtration technology which is applicable to various markets and pairs to industries. Our major product is a filtration unit that can connect to any complete this household or commercial water supply using a universal adaptor. Sales of exercise. Give this product in Spain already exceed 5000 units ordered by hardware students fifteen suppliers in the past 3 months. This briefing concerns the introduction of that (15) minutes to product into the US market. complete the exercise. Competitive Analysis The strategic competitive advantages of PureRiver Inc. are its quality and the Explain to the product's cost advantages when used over extended periods of time. students that the PureRiver's universal adaptor can connect to any piping structure due to the case study flexibility of the hosing material. This simple design has been well received at identifies the the International Home Builders conference in Las Vegas. PureRiver Inc. importance of also has several patents pending on their unique design. understanding Situational Management Team Leadership. PureRiver Inc.'s management team of Stephen Truelene, Susan McClaire and Bruce Jones represent a strong blend of complementary skills and business experience. Stephen possesses a Masters in Business Administration; Bruce has a Bachelor of Science to his credit. Stephen, the CEO, launched his first business at age 26 and has since started a long list of successful entrepreneurial ventures in Spain. Susan, the CFO, has substantial start-up and corporate business experience internationally. Bruce, the Vice President of Sales & Business Development, has many years experience in his family run business; however has no formal sales training. North American Expansion PureRiver has signed a licensed agreement with a major pool filter distributor, PoolsEveryWhere to achieve penetration of the North American market via an aggressive distribution model. PoolsEveryWhere is well known for filtration products that service the swimming pool market; however, they have little experience marketing to the broader household market. Financial Projections North American income is expected to begin in 2005, growing to $9 million in 2007, based on conservative assumptions regarding market penetration and industry growth assumptions. Net Profit after tax is projected to grow to $3.8 million in 2007. All Rights Reserved, Copyright© International Business Training Association 30

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style PureRiver Challenges Leadership Challenge 1: The North American penetration is not going well, with few product sales, although PureRiver has partnered with a major pool distributor. Further investigation has shown that the sales strategies are inadequate and are becoming a critical issue. Bruce, the Vice President of Sales, has demonstrated his commitment to the organization in past projects, but appears to lack the training and experience to effectively run the sales division. Leadership Challenge 2: Stephen, the CEO, has suggested that introducing another North American distributor would be beneficial to increase sales. However, most of the Board of Directors and senior management are of the opinion that such a move would be unadvisable at this moment, as it may offend PoolsEveryWhere. However, the CEO is firmly convinced that this is the direction that PureRiver should take because North American sales is poor and he is determined to get the rest of his team onboard with this bold move. Leadership Challenge 3: The North American expansion is affecting the overall cash flow of PureRiver, and, as such, Susan, the CFO, is considering changes to the revenue collection and credit system to ensure that the company can finance the expansion efforts. Susan has her hands full with other projects; however, Simon Peterson, the new Vice President of Finance, is very experienced and is eagerly looking to make an impact on the company. The restructuring of the collection system must be done. Leadership Challenge 4: The production staff has downed tools and their supervisor is now saying that they will not work until management addresses all their concerns, especially the 100% pay increase that they are demanding and believe is only reasonable. Cash flow is presently low, and expansion efforts are placing more demands on the production department as more filtration units are required for the North American Market. All Rights Reserved, Copyright© International Business Training Association 31

CBP Professional Instructor Guide Choosing the Appropriate Leadership Style Tip Answer the following questions, by choosing the most appropriate The answer is E answer. Tip Question 1 The answer is C Susan has assigned the restructuring of the collections and credit system to Simon. What style of leadership should Susan use to ensure the restructuring is successful? Choose the best answer. A. Participating B. Restructure C. Directing D. Selling E. Delegating Question 2 Stephen is aware that the filtration unit sales must turn around for PureRiver to stay in business. Stephen must ensure that the company’s sales targets are met. Which of the following categories of followers can be applied to Bruce? Choose the best answer. A. Committed Expert B. Uncommitted Expert C. Committed Novice D. Uncommitted Novice E. None of the above All Rights Reserved, Copyright© International Business Training Association 32