MANAGING PEOPLE EFFECTIVELY Karen Clark

1. The power of collaboration MANAGING PEOPLE EFFECTIVELYKaren Clark

2. The power of collaboration Which one is the manager?

3. The power of collaboration MANAGING PEOPLE EFFECTIVELY Make the transition to a true leader Earn the respect of people Establish relationships of trust & gain commitment Influence others positively Understand what motivates people

4. Respond to customer complaint Respond to customer complaint The power of collaboration Managers have many responsibilities… Chat to staff member re: sick leave Chat to staff member re: sick leave Check emails daily Check emails daily Delegate tasks to staff Delegate tasks to staff Staff training – new system Staff training – new system Staff performance review Staff performance review Staff performance discussion Staff performance discussion Strategic/ operational meeting – senior staff Site budget Site budget Staff scheduling Staff scheduling Strategic/ operational meeting – senior staff Promotional activities Promotional activities Weekly team meeting Weekly team meeting Check staff tasks complete Check staff tasks complete Compliance audit Compliance audit New product roll out New product roll out Attend conference Attend conference Financial reporting Management report Financial reporting Management report Product review Policy review Product review OH&S audit Policy review IT issue IT issue OH&S audit Weekly stats Weekly stats

5. What skills do managers need? Managers need 3 skill sets… Human Conceptual Technical

6. The balance changes

7. End boring meetings… PURPOSE AGENDA CONDUCT

8. A G E N D A <<Heading>> Meeting objective: The outcome of this meeting will be a schedule for the training of the customer service teams in the new Client Management software. It will also identify the best way to promote the benefits of the new system to staff. Agenda 3. General Business 3.3 Promoting the training to staff Tanya to facilitate a discussion of possible negative attitudes towards the new system. The group to agree the best way to promote the change and support staff. Please read the outline prepared by the IT team and bring your suggestions. Planning meeting – Client Management software training Friday 10 May 2006 9:30 – 10:30am Meeting Room 2A, 3rd floor, Beta Building Meeting objective: The outcome of this meeting will be a schedule for the training of the customer service teams in the new Client Management software. It will also identify the best way to promote the benefits of the new system to staff. Agenda 1. Apologies 2. Reports 2.1 Overview of implementation process Tanya to explain senior management’s overall implementation timetable. 2.2 Training requirements & assessment to staff – IT team Lee Henry from the IT team to explain how and where the training will be conducted. Lee will also describe the assessment process for ensuring staff are competent. 3. General Business 3.1 The number and type of training sessions required Tanya and Lee to facilitate a discussion about the type of training needed and where it will be conducted. The group to agree the number of sessions to be conducted, the duration and equipment needed. 3.2 Scheduling training dates The group to agree final times and dates of training sessions. Please discuss options with your team and bring all relevant information, such as holiday rosters. 3.3 Promoting the training to staff Tanya to facilitate a discussion of possible negative attitudes towards the new system. The group to agree the best way to promote the change and support staff. Please read the outline prepared by the IT team and bring your suggestions. 4. Date and time of next meeting

9. PERSUADING PEOPLE IN MEETINGS

10. ONE ON ONE MEETINGS Identify issues early Build relationships Clarify priorities Agree goals Plan

11. COMMUNICATING WITH YOUR TEAM

12. EMOTIONAL TRIGGERS

13. EMOTIONAL INTELLIGENCE AWARENESS EI BEHAVIOUR

14. Impact of emotions on behaviour • Negative behaviour • Personality type talents/limitations • Long term work/personal goals AWARENESS EI • Control your emotions & face fears • Take responsibility for own behaviour • Retain composure & think clearly • Stay motivated to contribute ideas • Stay true to your beliefs • Focus on long term work/personal goals BEHAVIOUR

15. What makes people tick • Respect other people’s opinions • How others perceive you • Submissive/aggressive behaviour • When to stand up for yourself • Overcome personal fears AWARENESS EI • Help others cope with their emotions • Ask questions to identify issues • Show empathy to build trust • See past emotions & stay objective • Look confident when scared • Make the most of your natural talents • Give constructive criticism BEHAVIOUR

16. Leaders do the right things Managers do things right

17. THE MANAGER Plans & organises Allocates resources Solves problems Instructs clearly Implements improvements Coordinates & controls

18. THE LEADER Communicates clear vision Motivates & inspires people Affects change in people Encourages people to exceed

19. LEADERSHIP TRAITS Liked & trusted Lead by inspiring Listens to others Shows respect Values input Flexible in approach Generally kind

20. Staff Parents Students