Buyer’s Leadership Training

Pharmacy Purchasing Network Conference

August 13, 2007

Presented by: Laura deWolfe

Carol Goularte
Catholic Healthcare West
Why Leadership?

• Not everyone is born a

leader, but can be
taught to use leadership
skills.
• Job roles have
expanded
• Knowledge base
• Importance of getting to
the end result
The Power of Attitude
What today will be is up to me.
I get to choose what kind of
day I will have.
Our attitude determines what we
see and how we handle our feelings

It’s not what happens to me that matters

most but what happens in me

We do not choose what we go through, but

we do choose how we go through it

Life is 10% what happens to me and 90%

how I react to it.
We are responsible for our attitudes

Life is full of surprises and the adjustments of

our attitudes is a lifelong project.

The pessimist complains about the wind

The optimist expects it to change
The Leader adjusts the sails
The Leaders attitude helps determine
the attitudes of the followers

Attitude is contagious!!!

Don’t let others bring you down.

 Habit Attitude

Continued
Thought
Action

Action Decision
How to change your attitude

• Identify problem feelings

• Identify problem behavior
• Identify problem thinking
• Identify right thinking
• Take action
• Measure yourself
Ownership
“if people feel ownership for the job, they feel
responsible for it and find the work
meaningful.”

Bowen and Lawler

What does ownership do?

• Shows Dedication
• Drives Success
• Empowering
• Builds character
• Personal Development
Keys to Ownership: The Choice is
Yours

• Higher commitment is more likely when

people are given a choice to be part of the
solution.

• Choice
Commitment
Ownership

What’s the Difference?

• Being told to do something

• Being asked to do something

• Volunteering
Integrity
Why is integrity important?

• Integrity means living it myself before leading

others.

• Helps a leader be credible, not just clever.

 Why is integrity important?

• Builds trust
• Has high influence value
• Facilitates high standards
• Consistency
• Expectations
When your words and your deeds match up,
you generate positive results
Questions to ask yourself

• Are you the same person no matter who you

are with? Y/N

• Do you make decisions that are best for the

others when another choice would benefit
you? Y/N

• Are you quick to recognize others for their

efforts and contributions to your success?
Y/N
Teamwork
 Why Teamwork?

• Nobody can do it alone

• Builds cohesiveness

• Learn from others

• Increase speed and efficiency

 Know Your Team

• Know the situation

• Know the key players

• Know their strengths

 Keys for the Leader

• Enable others to Act

• Keep communication
channels open

• Encourage the heart

• Make your team feel

strong and capable
Contributions to a Teams Success

• Character
• Competence
• Commitment
• Consistency
• Cohesion
Empowering Others
Empowerment Misconceptions

• Employees lack power

• Empowerment means giving away power.

In an Empowered Environment You Can:

• Decrease costs

• Improve quality and service

• Act quickly
Empowerment Characteristics

• Contributes ideas
• Takes on problems
• Builds on colleagues efforts
• Helps to implement
• Seeks out information
• Encourages discussions
Empowerment Characteristics (cont.)

• Works well on a team

• Takes initiative
• Builds realistic ideas
• Helps to sustain environment
• Challenges
• Can present ideas
Developing People Skills
Why are People Skills Important?

• Listen before you comment

• Builds Trust

• Enhances Communication

• Encourages Teamwork

• Influential
Recognize the “Mental Maps” of Others

• Visuals (“see” the world)

• Auditories (“hear” the world)

• Kinesthetics (“feel” the world)

Visuals (35% of Population)

• Think by “picturing” things in their mind

• Understand something better if they see it

• Appearance is very important

Characteristics of a Visual Person

• Maintains good eye contact

• High-pitched
• Fast voice
• Good with directions
• Good visual memory
Auditories (25% of Population)

• Think by analyzing sounds

• Get more information from how you say things

than from what you are saying

• Love to hear themselves and others talk

Characteristics of an Auditory Person

• Lower-pitched
• Rhythmic/smooth voice
• Tries to sound good
• Likes concerts and music
• Talks to themselves
Kinesthetic People (40% of Population)

• Act on what they feel

• Get more information from touch, emotions,

gut instincts and hunches, learn by doing

• Love to touch people and things

Characteristics of a Kinesthetic Person

• Feel hot or cold about you

• Frequent pauses in conversation

Myers Briggs Type Indicator

• What is Myers Briggs?

• http://www.humanmetrics.com/cgi-win/JTypes2.asp

• Type Indicators
 1. Inspiration
 2. Perception
 3. Information
 4. Lifestyle
1. Inspiration – How you are Energized

• Introvert (Energized by the inner world of

thoughts and ideas)

• Extrovert (Energized by the outer world of

people and things)
 Introverts:

• Conceal feelings

• Concentration, reflection

• Ideas, thoughts
Extroverts:

• Expose feelings

• People, things

• Interaction, action
2. Perception – What You Pay Attention To

• Intuiter (focuses on what might be and the

sixth sense)

• Sensor (focuses on facts and the five senses)

Intuiter:

• Intuition
• Theoretical, insights
• Future, what could be
• Learning new skills
• Novelty, radical change
Sensor

• Practical, facts
• Present, what is real
• Using established skills
• Utility, step by step
• Uses the five senses
3. Information (How You Make Decisions)

• Feeler (Tends to use value and subjective

judgment)

• Thinker (Tends to use reason and logic)

Feeler

• Heart, empathy, harmony

• Subjective
• Mercy, compliment
• Compassionate
Thinker

• Logical system
• Objective
• Justice, critique
• Head, reason, principles
• Firm but fair
4. Lifestyle (How You Live and Work)

• Perceiver (Prefers spontaneity and flexibility)

• Judger (Prefers to be planned and organized)

Perceiver

• Getting data, spontaneous, flexible

• Flowing, adapting
• Tentative
• Let life happen
• Open
 Judger

• Setting goals, planning, organizing

• Regulating, controlling
• Settled
• Run your life
• Decisive
Behavior — What you say (verbal) and do (non-
verbal)
Interpersonal Behavior — What you say and do
when interacting with one or more people
SOCIAL STYLEsm—
STYLEsm A particular pattern of
actions that others can observe and agree
upon for describing one’s behavior
Personality — The combination of ideas,
values, hopes, dreams, attitudes, abilities, as
well as the behavior that others can observe
that encompasses everything a person is

Observable
Behavior
Personality
The Success Model

Understanding
LEADS TO Behavior and
Appropriate Responses

INTERPERSONAL
LEADS TO
EFFECTIVENESS

SUCCESS
 Effective
Communication
The 5 “C’s” of Successful
Communication Plans
• Candid
• Contextual
• Constructive
• Consistent
• Continuous
Effective Talking – Positive Qualities

• Soft, even soothing voice

• Warm, friendly, honest and open
• Exciting, inspiring, creative and
interesting
• Knowledgeable and/or confident
• Organized, prepared
• Authentic, relevant
• Be Positive and in-control
Effective Talking – Negative Qualities

• Loud, overbearing voice

• Formal and stuffy
• Closed and false
• Pompous and/or patronizing
• Monotonous and/or lethargic
• Vague, complex, or irrelevant
• Unsure, nervous, or hyper-intense
Non-Verbal Communication
Body Language: Actions Speak Louder
than Words

• Posture

• Facial expressions

• Attitude!!!!
Writing – Did You Know

Many people are

intimidated by writing.
Even so, there are times
when writing is the best
way to communicate,
and often the only way
to get a message
across.
Writing Tips - The Importance of “Style”

• Avoid Slang words

• The use of abbreviations

• Symbols

• Clichés should be avoided

Writing Tips - The Importance of “Style”

• Brackets

• Spelling of names and companies

• Numbers

• The use of quotation marks

• Keep sentences short

Writing – 8 Rules for How to Write Well

• Write with the reader in mind

• Decide purpose and make sure every

sentence helps accomplish purpose

• Say exactly what you mean

• Keep it as short as possible

Writing – 8 Rules for How to Write Well

• Make your point in the first paragraph

• Use the format that guides the reader

• Write quickly by deciding the purpose of your

writing before you begin and use small words
and simple sentences

• Arouse the readers interest

What Does Effective Listening Do?

• Shows respect
• Builds relationships
• Increases Knowledge
• Generates ideas
• Builds loyalty
• 80% of people prefer to talk to great listeners,
not great speakers!!
The Eight-Step Program on How to
Develop Better Listening Skills

• Look at the speaker

• Don’t interrupt
• Focus on understanding
• Determine the need
• Check you emotions
• Suspend your judgment
• Sum up the conversation
• Ask questions
Conducting Effective
Presentations
The Case for Effective Change

• Brief
• Clear
• Well articulated
• Logical
• Quantitative and Qualitative
• Well documented
• Compelling
• Prepared with facts
Reading Your Audience

• Negative Posture: Impassive expression,

folded arms, crossed legs

• Agreement Posture: Leaning forward, frown of

concentration, clasped fingers.
 Keys to Improving Your Presentation
• Appearance

• Improving your voice

• Never speak without

looking at someone

• Use of visual aids

• Step outside of your

comfort zone

• Practice, practice,
practice!
Thank you for being
great listeners!
Questions?

Laura’s email address:

Laura.deWolfe@chw.edu
Carol’s email address:
Carol.Goularte@chw.edu