Leadership Effectiveness Training (L.E.T.) for Process Improvement

Course Description
Leader Effectiveness Training (L.E.T.) is a workshop designed to help participants learn the principles and skills needed to increase their effectiveness in their leadership roles. L.E.T. places a very heavy emphasis upon skill practice and mastery. The basic learning model includes presentation of a concept, discussion, demonstration, practice, feedback and discussion/application. This sequence is followed for each major skill category. Then the sequence is expanded to integrate the skills into a whole system of behaviors that allows each participant to make decisions about when to use each skill or combination of skills.

Who Should Attend
This course is appropriate for managers, supervisors, program managers, project leaders, human resource professionals, internal consultants or facilitators, group or team leaders, and in team oriented businesses, all team members.

Learning Objectives
Through training, participants will learn the major content areas of the L.E.T. model:

  • Foundation. The underlying principles and assumptions. A conceptual model. Core values.
  • Helping Skills. Listening and problem solving skills that allow the participant to help other people solve problems.
  • Confrontation Skills. Language, communication and problem solving skills that help the participant ex- press their own problems and gain cooperation from others to solve them.
  • Problem Prevention Skills. Self-disclosure skills that prevent relationship problems and increase productive work time.
  • Conflict Resolution Skills. Tools to help the participant achieve win/win solutions when they are in conflict with others. (Also to facilitate the resolution of conflict among others when appropriate).
  • Values Collisions. A framework for recognizing fundamental differences in values and for making effective choices in those situations.

Course Outline

Behavior Window: Who Owns the Problem?

  • Introductions (instructor and participants)
  • Purpose of L.E.T.
  • Instructor expectations
  • Participant expectations & objectives
  • “GLOP” (General Labeling Of People)
  • Behavior Window
  • Problem ownership
  • Questions & discussion

Active Listening to Help Others

  • Review, questions, discussion
  • Recognition that the other person owns a problem
  • Typical helping responses
  • Communication Roadblocks
  • Helping characteristics
  • Helping skills
  • Active Listening
  • Common listening errors
  • Benefits of Active Listening
  • Questions & discussion

Confronting Others to Help Yourself

  • Review, questions, discussion
  • Recognizing when the leader (you) has a problem
  • “You-Messages”
  • Criteria for effective confrontation
  • “Confrontive I-Messages”
  • Typical reactions to confrontation
  • Shifting Gears to Active Listening
  • Questions & discussion

Preventing Relationship Problems

  • Review, questions, discussion
  • Presentation and discussion about the No Problem Area
  • No Problem Area I-Messages: Declarative, Appreciative, Preventive
  • Shifting Gears practice
  • Active Listening in the No Problem Area The Learning Stages
  • Questions & discussion

Resolving Conflicts So No One Loses

  • Review, questions, discussion
  • Recognition that leader and team member have a conflict
  • Conflict
  • Typical ways of dealing with conflict
  • Power
  • No-lose conflict resolution
  • Questions & discussion

Resolving Conflicts So No One Loses

  • Values Collisions
  • Options for handling Values Collisions
  • Credo, L.E.T. review, workshop feedback
  • Questions & discussion
  • Evaluation, integration & closing


Course Format
16 hours
Combination lecture and classroom exercises
Available at QSG’s training facilities, on-site at your organization, and virtually
Course Instructor: Dr. Jane T. Wilson – Senior Consultant, Operational and Organizational Excellence

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