MODULE 306 ESTABLISH EFFECTIVE COMMUNICATION WITH STAFF Contact Person Dr. Mario Denton Crown Financial Ministries Marketplace Programme Director for Africa Africa Director for FCCI (The Fellowship for Companies for Christ International) CEO STRONG MESSAGE BUSINESS CONSULTANT Let's keep the good marketplace vibes alive. Let's network. Tel (w) + 27(0) 82 88 29903. E-mail address: mario@crown.org.za Website: www.crown.org.za and click on marketplace E-mail address: marden@mweb.co.za website: www.strongmessage.co.za Skype: mario.denton
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Table of Contents 1. Foundation 2. Clarifying the vision and mission of the organisation 3. Implementing your vision and mission 4. Application assignment 5. Appendix
Working God’s plan – Establish Effective communication with staff Working God’s Plan- Establishing effective communication with staff “Insubordination is as iniquity and idolatry” 2 Samuel 15:23 NASB “Give instruction to a wise man and he will still be wiser” Proverbs 9:9 NASB “If anyone sets his heart on being an overseer, he desires a noble task” 1 Tim. 3:1 NIV
Key principles in managing staff I.
Clear concise expectations
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II.
Principles for confronting issues A. Quickly B. Objectively C. Using good judgment D. Thoroughly E. Obtain agreement on the situation: 1. What happened? 2. Why it happened? 3. What change in action would have created a different result? 4. A commitment from the person to change future behavior and actions D. Insure Accountability
“We all, like sheep have gone astray, each of us has turned to his own way” Isaiah 53:6 NIV III.
What is rebellion? A. Why should we confront rebellion?
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1. Effect on your business as a steward “…everyone did what was right in his own mind…” Judges 21:25 NASB
2. Effect on other staff ”Mockers can get a whole town agitated…” Proverbs 29:8 NLT 3. Effect on the person I pray that…you will keep growing in knowledge and understanding Philippians 1:9 NLT 4. We loose effective leadership “But it takes only one wrong person among you to infect all the others-a little yeast spreads quickly through the whole batch of dough!” Galatians 5:9 NLT
B. Results of effective confrontation 1. The person improves, resulting in more productivity “As iron sharpens iron, a friend sharpens a frien” Proverbs 27:17 NLT 2. Other staff learn by the example “Jesus was in the home of a leader of the Pharisees. The people were watching him closely” Luke 14:1 NLT
3. The person becomes more successful, enhancing their career
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“Whoever heeds correction gains understanding” Proverbs 15:32 NIV 4. Our leadership is maintained and enhanced “…If it is leadership, let him govern diligently…” Romans 12:8 NIV 5. Person has opportunity to experience personal growth- like God’s discipline helps us grow “A wise man has great power, and a man of knowledge increased strength” Proverbs 24:5 NIV
6. Demonstrate love “For whom the Lord loves, he reproves” Proverbs 3:12 NASB
IV.
Establishing clear expectations
“Through presumption comes nothing but strife…” Proverbs 10:13 NASB
A. Providing clear written job descriptions “Set up for yourselves road marks, place for yourself guideposts, direct your mind to the highway” Jeremiah 31:21NASB
B. Establish clear job performance standards Whatever Ezra the priest, scribe of the law of the God in heaven, may require it shall be done diligently Ezra 7:21
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V.
Steps to direct and effective communication
“In the end, people appreciate frankness more then flattery” Proverbs 28:23
A. Use good, consistent judgment
B. Act quickly
C. Confirm what happened
D. Confirm the consequences of the problem
E. State what behavior or action needs to change in the future
F. Obtain agreement of a change in the future
G. State what consequences will be applied in the future if a change is not observed
VI.
Good Judgment
“Do not judge according to appearance, but judge with righteous judgment.” John 7:24 NASB
A. When to decide to confront an issue “Everyone who saw it said, such a horrible crime has not been committed since Israel left Egypt. Shouldn’t we speak up and do something about this?” Judges 29:20 NLT
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1. When the situation repeats itself 2. When the issue impacts customers 3. When the issue will lead to a bad example to others 4. When the issue causes serous damage to your business 5. When a small problem starts to grow B. When to not confront and to issue insuring consistency “Shun foolish controversies…and strife and disputes about the Law; for they are unprofitable and worthless” Titus 3:9 NASB 1. The consequences are minor, with minor impact 2. The issue is one of preference, not wrong behavior 3. The issue was out of character for the person 4. The issue is best covered during regular performance reviews 5. You are unclear as to the situation C. Insuring consistency treating all colleagues equally D. Maintain a Godly demeanor
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“gentle answer turns away wrath…” Proverbs 15:1 NASB
VII.
Act quickly
“When the sentence for a crime is not quickly carried out, the hearts of people are filled with schemes to do wrong” Eccl. 8:11 NIV
VIII.
Confirm what happened
“Never convict anyone of a crime on the testimony of just one witness” Deuteronomy 19:15 NLT
A. State what you observed
B. Ask for confirmation of facts
C. Separate opinion from fact
XI. Confirm the consequences of the situation
“Whether a tree falls to the south or the north, in place where it falls, there it will lie” Ecclesiastes 11:3 NIV
A. Confirm the effect
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B. Confirm the possible effect
XII. State what behavior or actions must change in the future
“He who ignores discipline despises himself, but whoever heeds correction gains understandin” Proverbs 15:32 NIV
A. Why is this important?
A. Are these examples:
1. Helpful?
2. Constructive?
3. God honoring?
XIII. Obtain agreement that a change will happen
“He who conceals his transgressions will not prosper, but he who confesses and forsakes them will find compassion” Proverbs 28:13 NASB
A. Why obtain agreement?
B. Confirm a person will:
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C. A commitment gives you a plum line to go back to if no change occurs
XIV. State clear consequences if change fails to occur
“For a servant, mere words are not enough-discipline is needed. For the words may be understood, but they are not heeded” Proverbs 29:19 NLT
“A workers appetite works for him for his hunger urges him on” Proverbs 16:26 NASB
“Masters, give up threatening, knowing that both their Master and yours is in heaven, and there is no partially with him” Ephesians 6:6
A. A consequence is the normal flow of events that are a result of our actions
B. Establish difference between willfulness and ignorance
a. When someone is ignorant, treat as a learning opportunity
“But the one who does not know and does things deserving of punishment will be beaten with few blows” Luke 12:48 NIV
b. “Should have known”
“Don’t try to avoid responsibility by saying you didn’t know about it.” Proverbs 24:12 NLT
c. Willful disobedience
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“The servant who knows his master’s will and does not get ready or does not do what his master wants will be beaten with many blows” Luke 12:47 NIV
C. What will happen
D. When it will happen
E. Principles
a. Must be reasonable for the offense
b. Must have some effect
c. You must be willing to follow through without partiality
d. Consequence must be applied as soon as possible
XV. Ongoing monitoring needed
“A sow after washing returns to walling in mire” 2 Peter 2:22
A. Follow up and insure change has, or has not happened
B. Furnish relevant, ongoing feedback
C. Reinforce positive changes
XVI. True repentance and forgiveness 11
“He who conceals his transgressions will not prosper, but he who confesses and forsakes them will find compassion” Proverbs 28:13 NASB
“Be on your guard! If your brother sins rebuke him; and if he repents, forgive him” Luke 17:3 NASB
A. When do we offer forgiveness?
B. Some offences may not permit grace and require discharge
Case Study
George sold advertising for a group of radio stations in a large city. George had been employed for 18 mounts, ands had passed his 90 day probationary review with little comment, and his annual review was considered satisfactory. His sales production totals were slightly over the minimum required.
Walter, The sales manager and George’s boss spent 70% of his time calling on customers leaving little time for management responsibilities.
Over time, George developed several negative habits. First, he tended to come in after the 8:30 starting time, but often stated later. In addition, he often dressed down, despite the dress code of a coat and tie, on days when he was scheduled to remain in the office. On three occasions he responded to urgent customer requested and made visits to customers without a jacket and tie.
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In addition, a sales log was required to be completed for each outside call, and George was often missed the Friday deadline in turning the log in, as well as expense reports. When a customer agreed to an advertisings contract, the signed agreement was required to specify all pertinent details. Six times details were omitted, requiring George to return to the customer and obtain a revised agreement. On one occasion, a 20% discount was offered a customer without approval from Walter who required approval on all discounts over 15%.
Walter called George into his office several months ago. “Your sloppy paper work has got to stop. Pay attention, and clean up your mess. And another thing, if you keep turning in your expense reports late, I’ll just throw then in the trash”.
A month later, the accounting manager handed Walter an incomplete contract George failed to complete. Walter walked over to Georges desk, threw the contract down, and said, “I want this corrected immediately. You have been too sloppy with these contracts. Now out today and get this thing signed today correctly. Where’s your jacket and tie? It’s a disgrace to go out looking like a slob.
This week Walter called George in again into his office. “George, I have decided to let you go. You have been too sloppy, and I’m just tired of it. This is your last week here”.
Would you expect George to be surprised at the news? Why, or Why not?
Was George a model employee?
What steps could Walter have taken to manage the situation more effectively?
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XVII. Application
A. Evaluate your current consistency and techniques for confronting issues
B. Determine what unfinished business you have, and set a plan and time table to address those issues
C. Be ready to apologize for letting issues go too long
D. Practice using these new techniques
E. Insure you are committed to ongoing monitoring after discussing issues
“…whom the Lord loves, he reproves” Proverbs 3:12 NASB
Dig deeper and learn more (Optional) This section includes various support material for further inspiration and encouragement and relates to the material covered in this section ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
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306 A 306 B
Marks of a wise mentor Sustaining your walk
Date of completion
Progress Report James 1:22-25 “Do not merely listen to the word, and so deceive yourselves. Do what it says. Anyone who listens to the word but does not do what it says is like a man who looks at his face in a mirror and, after looking at himself, goes away and immediately forgets what he looks like. But the man who looks intently into the perfect law that gives freedom, and continues to do this, not forgetting what he has heard, but doing it-- he will be blessed in what he does.” (NIV) Name and Number of Module ________________________________________ Participant’s Name: ________________________________________ The Biblical Truths (Principles) I learned from this module: ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------I intend to apply this Truth (Principle) in my business by:
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Participant
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Acknowledgement Steve Marr consults with business and organizations bringing a national and international perspective to achieve improved vision, focus, quality, and management effectiveness in today’s competitive environment. Effective practical assistance is provided to the business person or ministry leader. Steve’s radio feature “Business Proverbs is heard on worldwide, including armed Forces Service radio For more information visit www.stevemarr.org
Material adapted by Dr. Mario Denton . Mario is the International Field Continental Programme Director – Market-place for Crown Africa, the Africa Director for FCCI (The Fellowship for Companies for Christ International) and the CEO of Strong Message Business Consultancy. He is an international teacher and industrial psychologist and uses his strong academic and corporate background and his uniquely effective coaching to help people tap into their inner being; to utilise their strengths and expand their skills to make a difference in the workplace. He and his wife, Mariene, are based in Cape Town, South Africa, and are blessed with three grown sons.
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Copyright. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by an information storage and retrieval system without permission. Regarding permission to reprint material from this material, please write to Dr Mario Denton: Unless otherwise noted, Scripture quotations are from The Holy Bible, English Standard Version, copyright © 2001 by Crossway Bibles, a division of Good News Publishers. Used by permission. All rights reserved.
Crown Companies Legacy Leaders Providing mature business leaders an opportunity to continue to use their skills productively for the Glory of God. Do you desire to pass on the baton to business leaders to transform their business? Legacy leaders are business leaders who have a desire to continue to use their skills productively to mentor and coach and train the other business leaders as well as training the next generation of business leaders for the glory of God Crown Companies exists to equip and encourage business leaders to operate their business and conduct their personal lives according to Biblical principles Legacy leaders
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Are experienced in business
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Understand and are committed to the vision of CROWN Companies
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Have implemented biblical principles in his or her own personal life and business
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Are mature in the Christian faith and are of proven character
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Have a passion to see other business leaders succeed as determined by God’s standards
Legacy leaders may possess: •
The capability to be an encourager, coach, mentor and discipler.
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The ability to provide wise business counsel to other business leaders
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The time and or resources to come alongside other business leaders
Teach us to number our days that we may present to you a heart of wisdom.” Psalm 90: 1 Legacy leaders serve in a wide variety of capacities, including: •
Mentoring individual business leaders
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Working with groups of business leaders
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Serving as a ambassador for CROWN Companies your church and community
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Traveling abroad to assist in business leaders in other countries
Do you want to make a difference in the lives of others for eternity? How can you serve the Lord as a legacy leader and begin sharing all that the Lord has entrusted to you? 1. Pray now where the Lord will use you in the lives of other business leaders to impact the Kingdom of God for His glory
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2. Contact Crown Companies at mario@crown.org.za or the Crown companies office at 3. Visit our website at www.crown.org.za for more information, tools and resources and become a member to enjoy the support, counsel, fellowship of other members and extensive material that are available
Crown Companies: Reclaim the workplace for Christ Is the vision of your church also to bring the people of your community into a life -transforming encounter with the Kingdom of God? The workplace is a key battle ground for achieving the above vision. Mature and equipped believers should live their faith in the workplace. But many need help in understanding what that means as well as support in carrying it out If you want to live your faith in the workplace, we helping to make it more effective of God’s Kingdom on earth, then we at Crown Companies want to come alongside you with support and equipping you. Our mission and intention is to develop flexible training programmes and processes to assist you in this regard Imagine a workplace where ….. •
There were biblically-based, explicitly defined values
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Ethics and integrity are paramount
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Love and servant leadership governed relationships
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Pursuit of excellence was the norm
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Collaboration was sought but obedience and commitment to final decisions wee followed
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Selfish ambition was nonexistent
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Accountability was enforced – in a supportive manner
START WITH A WORKPLACE MINISTRY IN YOUR CHURCH Equip your workplace leaders to become ministers Helping them to become sensitive to the lost Help the workplace leaders of your church get a vision for joining God in the workplace ministry
Crown Companies: Become the business leaders God intended you to be Sometimes it is a matter of survival but you have to become the business leaders God intended you to be. The purpose of Crown Companies is to help business leaders: •
Draw closer to God
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Establish a committed and vibrant relationship with the Lord
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Develop deep, meaningful relationships with like-minded peers
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Learn what it means to run a company for Christ
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Help other workplace leaders to do the same
This is accomplished through •
Monthly leadership groups
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Workplace conference
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Materials and resources and Training on our website
Love the Lord your God with all your heart and with all your soul and with all your mind and with all your strength.’ The second is this: Love your neighbour as yourself. There is no commandment greater than these. Mark 12:30-31 Search the untold riches of the Bible to find scriptural perspective for operating a company as a steward of Christ with like-minded peers and colleagues. Join a small group facilitated discussions relevant to •
Sales and marketing strategies
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Effective time management
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Cash flow and profit
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Planning goals and implementation
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Motivating people
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Problems solving
For my thought are not your thoughts, neither are your ways my ways, declares the LORD. As the heavens are higher than the earth, so are my ways higher than your ways and my thoughts than your thoughts Isaiah 55: 8-9 START WITH A SMALL GROUP DISCUSSION IN YOU AREA Do you need someone to pray with you – someone who understands the pressures of running a company, someone who cares? Do you desire to integrate your Christian faith into the daily operations of the business God has entrusted you? For more information on a small group in you area contact Dr Mario Denton at mario@crown.org.za And I say unto you, “ Ask , and it shall be given to you; seek and ye shall find; knock, and it shall be opened unto you. For every one that asketh receiveth; and 21
he that seeketh findeth; and to him that knocketh it shall be opened. ‘. Luke 11: 9-10
Marketplace Training Needs analysis How to interpret and answer assessment questions. Assessment questions are designed to help you assess the "degree" to which you have addressed the subject of the question. You are given a range of responses from which you should choose the response. The response ranges are: 4 Yes, Fully – I need definitely some training in this regard: 3 To a large degree - you have addressed the subject previously, but your approach is maybe incomplete and/or inconsistently applied and you need some further training 2 To a moderate degree - your approach addresses the subject, but results are unknown. Maybe you need some training at a later stage or can do some personal reading to catch up if necessary 1 No need for training - Your approach is in place and yielding some results and you can even train other people in this regard
Marketplace Training Needs analysis Date: ……………………… 22
Surname…………………………………………………………………………………. Name……………………………………………………………………………………. E-mail……………………………………………………………………………………
1 No need at all 2 To a moderate degree 3 To a great degree 4 Yes, Fully
1 1 2 3 4 5 6 7 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24.
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CAREER DIRECT PERSONALITY ID BUSINESS BY THE BOOK CATALYTIC EVENT BUSINESS BY THE BOOK SMALL GROUP STUDY BUSINESS BY THE BOOK DVD SERIES GOD’S PRINCIPLES FOR OPERATING A BUSINESS – 11 CD’S Crown Companies Monthly Business Forums FORMING THE LEADERSHIP TEAM MEASURING WHAT IS IMPORTANT DEVELOPING BALANCED GOALS AND PLANS CLARIFYING THE VISION AND MISSION OF THE ORGANISATION LEADING A COMPANY FOR CHRIST HALF TIME MANAGEMENT LEADING A COMPANY FOR CHRIST STEPS TO PROMOTION BIBLICAL BUSINESS INTEGRITY FOR SUCCESS TODAY ESTABLISHING LEADERSHIP LEADING AS ASERVANT LEADING A COMPANY WITH SCRIPTURE AND PRAYER CUSTOMER SERVICE EXCELLENCE BUILDING A KINGDOM BUSINESS FOCUS OF SAFETY AND HOUSEKEEPING CREATING A PASSION FOR EXCELLENCE IN YOUR ORGANISATION PRAYER THE FOUNDATION FOR LEADING A COMPANY FOR
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25. 26. 27.
CHRIST THE ROLE OF ENCOURAGEMENT IN LEADERSHIP BUSINESS AS A MINISTRY COMMITTING YOUR BUSINESS TO GOD UNDERSTANDING THE
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DNA OF FINANCIAL FREEDOM MANAGING YOUR STAFF EFFECTIVELY
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EXPANDING YOUR BUSINESS POTENTIAL STEWARDSHIP IN BUSINESS BUILDING YOUR TEAM GOD’S WAY TALENT REVIEW BY THE BOOK RECOVERING FROM BUSINESS DISASTER CONTINUOUS IMPROVEMENT
SMALL GROUP TRAINING ESTABLISH EFFECTIVE COMMUNICATION WITH STAFF
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