Managing Your Business, Part 1
Learning Resources
Topic Review
Part I
A.Understanding leadership styles
a.Characteristics of leadership
i.Actively guiding others to realize their potential
ii.Emotion based process
iii.Must be believable and credible
iv.Requires strong communication and interpersonal skills
v.Is an acquired skill
vi.Requires honesty, trustworthiness and integrity
vii.Must be competent
viii.Should bring people together
ix.Institutes discipline and order
x.Models compassion and tolerance
b.Leadership orientation questions
i.Do you like being in charge even when being in charge is not easy?
ii.Do you feel a sense of mission and need to contribute?
iii.Do you show respect for the people you work with?
iv.Do you have a thorough knowledge of your organization’s work?
v.Do people know they can depend on you?
c.Styles of leadership
i.Autocratic
1.used historically
2.little change occurs
ii.Democratic (participative)
1.motivating
iii.Free-reign (laissez-faire)
1.Motivating
d.Power
i.Ability to influence others
ii.Can be formal (generates compliance) or informal (generates commitment)
iii.Types
1.legitimate
2.reward
3.expert
4.coercive
5.referent
iv.how to build power
1.respect others
2.build power relationships
3.develop association
4.control important information
5.gain seniority
6.build in stages
v.trend is toward empowerment and team orientation power structures
B. Office politics
1. dress
2. time
3. location
C .Managerial operations: employees & morale
a.benefits of successful employee management
i.increased capacity to serve customers
ii.attracts, maintains & motivates employees
b.defining what type of employee is needed
i.list primary roles & responsibilities
ii.list critical skills & characteristics
iii.experience & accomplishments required/desired
iv.education/training required
v.personality or character traits desired
1.how the person acts, thinks, behaves, & interacts
2.trustworthiness, honesty, follow through, & directness
c.Questions to consider in an interview to assess employability
i.Does the individual’s personality fit the job?
ii.Does the individual have the skill set to do the job?
iii.Will the individual be productive in the job?
iv.What is the individual’s attitude towards customer service?
v.Can the individual communicate effectively?
vi.Will the individual accept supervision?
vii.Will the individual add value to the company?
d.Things to do in interviewing
i.Listen to the candidate
ii.Pay attention to non-verbal clues as well as responses to questions
iii.Encourage team members to develop questions & qualifications
e.Building a strong team
i.Look for evidence of a stable work history
ii.Check references including some of your own
iii.Get referrals from some of your best team players
iv.Look for positive team experiences in their background
v.Ask their evaluation preference – individual or team as a whole
vi.Hire enthusiastic people
vii.Listen for “we” and “our” versus of “they” and “their”
viii.Introduce them to the people with whom they will work
f.Retaining good employees
i.#1=Recognition & praise
ii.#2= Money
iii.discover the things employees hate and get rid of as many of them as possible
iv.give emotional rewards generously for good work
v.compensate employees properly in terms of money
vi.give stock options, year-end bonuses, and profit sharing only after people have worked for a specified period of time
vii.be as flexible as possible
viii.remove abusive people fast
ix.promote only the best employees, regardless of experience
x.try to talk employees out of quitting
g.characteristics of workers with high morale
i.commitment to excellence
ii.feeling of empowerment
iii.willing to collaborate and work as part of a team
iv.interested in contributing to the success of the business
v.motivated to work hard and smart
vi.happy to share positive experiences & feelings with coworkers
vii.trusts the business owner or manager and coworkers
viii.feels appreciated
ix.works with meaningful purpose
h.how to improve morale
i.identify the unique factors and conditions that motivate and stimulate the people that work for you
ii.organize the work in relation to the factors identified
iii.give clear, regular feedback
iv.communicate with employees in regular and creative ways
v.give employees the information they need to do their job well
vi.involve employees in making decisions that affect their work environment
vii.create an atmosphere that makes employees enjoy being at work
viii.hold morale building meetings that celebrate employee success
ix.learn from employees what motivates them
x.treat employees with respect
xi.tell the truth and speak in plain English
xii.foster a sense of community at the workplace
xiii.be enthusiastic about work
i.forms of influence for productivity
i.motivation
1.internal positive or negative stimulus
ii.Incentive
1.outward positive or negative influence
2.reward or lack of punishment
3.can bring about quick changes
iii.what employees value most
1.interesting work
2.full appreciation for the work they do
3.a feeling of being involved
j.Maslow’s hierarchy of need fulfillments
i.Physiological needs
ii.Safety needs
iii.Social needs
iv.Esteem needs
v.Self-actualization needs
k. motivating employees
D. .The value of communication
a.Information is useful when it is…
i.Accurate
ii.Timely
iii.Complete
iv.Relevant
b.Forms of communication
i.Verbal
ii.Non-verbal
iii.Written
c.Effective communication at work
i.Get to the point
ii.Create written communications that can be read and understood quickly
iii.Develop an outline in your head before speaking
iv.Use email to solicit feedback, schedule meetings and share information
v.Add enthusiasm to phone conversations
vi.Be as concise as possible
vii.Maintain a positive approach
viii.Demonstrate respect for your coworkers by listening to them and showing interest in their ideas
ix.Always keep the boss informed
x.Focus on solutions, not problems; pay close attention to how you frame an issue
xi.When presenting information be sure to provide written documentation
xii.It is better to give too much information than not enough
xiii.Ask for opinions
xiv.Hold regular meetings to provide updates and answer questions
xv.Anticipate issues that might provoke gossip and deal with them immediately
d.Barriers to effective communication
i.Conflicting cue
ii.Credibility
iii.Semantics
iv.Noise
v.Information overload
vi.Different perceptions
e.Overcoming barriers
i.Learn to use feedback effectively
ii.Be sensitive to the other person’s point of view
iii.Use direct and simple language
iv.Learn to use supportive rather than defensive words
v.Listen to understand
A.Understanding leadership styles
a.Characteristics of leadership
i.Actively guiding others to realize their potential
ii.Emotion based process
iii.Must be believable and credible
iv.Requires strong communication and interpersonal skills
v.Is an acquired skill
vi.Requires honesty, trustworthiness and integrity
vii.Must be competent
viii.Should bring people together
ix.Institutes discipline and order
x.Models compassion and tolerance
b.Leadership orientation questions
i.Do you like being in charge even when being in charge is not easy?
ii.Do you feel a sense of mission and need to contribute?
iii.Do you show respect for the people you work with?
iv.Do you have a thorough knowledge of your organization’s work?
v.Do people know they can depend on you?
c.Styles of leadership
i.Autocratic
1.used historically
2.little change occurs
ii.Democratic (participative)
1.motivating
iii.Free-reign (laissez-faire)
1.Motivating
d.Power
i.Ability to influence others
ii.Can be formal (generates compliance) or informal (generates commitment)
iii.Types
1.legitimate
2.reward
3.expert
4.coercive
5.referent
iv.how to build power
1.respect others
2.build power relationships
3.develop association
4.control important information
5.gain seniority
6.build in stages
v.trend is toward empowerment and team orientation power structures
B. Office politics
- Sources of power
- influence power
- idea power
- scheduling power
- resource power
- informational power
- personality power
- position power
- Good vs. Bad office politics
- Dealing with conflicts
- strategies
- develop active listening techniques
- attending
- paraphrasing/summarizing
- use clarification questions
- compromise
- avoid the difficult person
- develop coping behaviors
- don’t take it personally
- be a neutral observer
- remove yourself emotionally
- types of difficult personalities
- bully
- griper
- silent types
- VERY nice people
- Just say no
- I know better
- stallers
- develop active listening techniques
- strategies
- Strategies for successful office politics
- develop a healthy attitude
- build political capital
- establish a reputation
- value others
- build a relationship with your boss
- smile
- remember names
- give complements
1. dress
2. time
3. location
C .Managerial operations: employees & morale
a.benefits of successful employee management
i.increased capacity to serve customers
ii.attracts, maintains & motivates employees
b.defining what type of employee is needed
i.list primary roles & responsibilities
ii.list critical skills & characteristics
iii.experience & accomplishments required/desired
iv.education/training required
v.personality or character traits desired
1.how the person acts, thinks, behaves, & interacts
2.trustworthiness, honesty, follow through, & directness
c.Questions to consider in an interview to assess employability
i.Does the individual’s personality fit the job?
ii.Does the individual have the skill set to do the job?
iii.Will the individual be productive in the job?
iv.What is the individual’s attitude towards customer service?
v.Can the individual communicate effectively?
vi.Will the individual accept supervision?
vii.Will the individual add value to the company?
d.Things to do in interviewing
i.Listen to the candidate
ii.Pay attention to non-verbal clues as well as responses to questions
iii.Encourage team members to develop questions & qualifications
e.Building a strong team
i.Look for evidence of a stable work history
ii.Check references including some of your own
iii.Get referrals from some of your best team players
iv.Look for positive team experiences in their background
v.Ask their evaluation preference – individual or team as a whole
vi.Hire enthusiastic people
vii.Listen for “we” and “our” versus of “they” and “their”
viii.Introduce them to the people with whom they will work
f.Retaining good employees
i.#1=Recognition & praise
ii.#2= Money
iii.discover the things employees hate and get rid of as many of them as possible
iv.give emotional rewards generously for good work
v.compensate employees properly in terms of money
vi.give stock options, year-end bonuses, and profit sharing only after people have worked for a specified period of time
vii.be as flexible as possible
viii.remove abusive people fast
ix.promote only the best employees, regardless of experience
x.try to talk employees out of quitting
g.characteristics of workers with high morale
i.commitment to excellence
ii.feeling of empowerment
iii.willing to collaborate and work as part of a team
iv.interested in contributing to the success of the business
v.motivated to work hard and smart
vi.happy to share positive experiences & feelings with coworkers
vii.trusts the business owner or manager and coworkers
viii.feels appreciated
ix.works with meaningful purpose
h.how to improve morale
i.identify the unique factors and conditions that motivate and stimulate the people that work for you
ii.organize the work in relation to the factors identified
iii.give clear, regular feedback
iv.communicate with employees in regular and creative ways
v.give employees the information they need to do their job well
vi.involve employees in making decisions that affect their work environment
vii.create an atmosphere that makes employees enjoy being at work
viii.hold morale building meetings that celebrate employee success
ix.learn from employees what motivates them
x.treat employees with respect
xi.tell the truth and speak in plain English
xii.foster a sense of community at the workplace
xiii.be enthusiastic about work
i.forms of influence for productivity
i.motivation
1.internal positive or negative stimulus
ii.Incentive
1.outward positive or negative influence
2.reward or lack of punishment
3.can bring about quick changes
iii.what employees value most
1.interesting work
2.full appreciation for the work they do
3.a feeling of being involved
j.Maslow’s hierarchy of need fulfillments
i.Physiological needs
ii.Safety needs
iii.Social needs
iv.Esteem needs
v.Self-actualization needs
k. motivating employees
- Theory X & theory Y
- rewarding employees
- let employees do more to put ideas into action
- increase pay
D. .The value of communication
a.Information is useful when it is…
i.Accurate
ii.Timely
iii.Complete
iv.Relevant
b.Forms of communication
i.Verbal
ii.Non-verbal
iii.Written
c.Effective communication at work
i.Get to the point
ii.Create written communications that can be read and understood quickly
iii.Develop an outline in your head before speaking
iv.Use email to solicit feedback, schedule meetings and share information
v.Add enthusiasm to phone conversations
vi.Be as concise as possible
vii.Maintain a positive approach
viii.Demonstrate respect for your coworkers by listening to them and showing interest in their ideas
ix.Always keep the boss informed
x.Focus on solutions, not problems; pay close attention to how you frame an issue
xi.When presenting information be sure to provide written documentation
xii.It is better to give too much information than not enough
xiii.Ask for opinions
xiv.Hold regular meetings to provide updates and answer questions
xv.Anticipate issues that might provoke gossip and deal with them immediately
d.Barriers to effective communication
i.Conflicting cue
ii.Credibility
iii.Semantics
iv.Noise
v.Information overload
vi.Different perceptions
e.Overcoming barriers
i.Learn to use feedback effectively
ii.Be sensitive to the other person’s point of view
iii.Use direct and simple language
iv.Learn to use supportive rather than defensive words
v.Listen to understand