COMMUNICATION
This "Active" skill involves fully focusing, understanding, and responding to a speaker before sharing your own view.
What is Active Listening?
This acronym stands for goals that are Specific, Measurable, Achievable, Relevant, and Time-bound.
What are SMART goals?
Influence is based on this, rather than the power of your official title.
What is Trust? (or Relationships).
Performance conversations should always take place in this kind of setting.
What is Private? (Praise in public, coach in private).
To drive buy-in during a shift huddle, a Lead should always "Start with..." this.
What is "Why"?
According to the Eisenhower Matrix, a warehouse safety hazard falls into the "Urgent and..." category.
What is Important? (Do it immediately).
When negotiating with a peer Lead for equipment, you should focus on "Shared..." rather than "My..." needs
What are Shared Goals?
Replace "You always..." with these types of statements to reduce defensiveness.
What are "I" statements? (e.g., "I noticed..." vs. "You always...").
True or False: Non-verbal cues (body language) account for over 50% of how a message is received.
What is True? (Studies show body language makes up about 55% of communication impact).
This leadership skill involves assigning a task to a capable Team Member to free up your own bandwidth.
What is Delegation?
The term for providing your Leader with solutions rather than just reporting problems.
What is Managing Up?
When delivering tough feedback, you should focus strictly on this, rather than personality.
What is Behavior?
Name the communication "superpower" that allows a Lead to feel what a Team Member is experiencing.
What is Empathy?
Doing this at the start of every shift prevents "firefighting" and allows for intentional coaching.
What is Proactive Planning?
What is the strategy called where you ensure the next shift Lead is set up for success?
What is a Clean Handoff?
The final step of a difficult conversation is to agree on a "Plan for..." what?
What is Action? (or Plan for Follow-up/Improvement).
Achieved through clear 'Start with Why' messaging, this is the state where every TM understands how their task fits into the Bullseye.
What is Alignment?
This productivity technique involves anchoring a new leadership goal (like a TM check-in) directly onto an existing, consistent task in your LSW.
What is Habit Stacking?
The "currency" you build by helping others before asking for a favor.
What is Social Capital? (or "Relationship Bank Account").
The term for a culture where TMs feel safe to admit mistakes without fear.
What is Psychological Safety?