Audiences Northern Ireland

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• Audiences Northern Ireland
• Essentials of People Management
• 19th September 2006

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• 10.30am The essentials of management
• 11.45am Coffee
• 12 noon What does it mean to be a manager?
• 1.15pm Lunch
• 1.45pm Communication skills to get results
• 3.00pm Tea
• 3.15pm Goals and feedback to boost performance
• 4.30pm End

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• Session 1
• The essentials of management

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• Planning
• Organising
• Co-ordinating
• Controlling
• Motivating
• Delegating
• Coaching
• Training
• Problem solving
• Disciplining

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• Management is the efficient, effective and
  economic use of resources to achieve results with
  and through the efforts of other people.

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• Session 2
• What does it mean to be a manager?

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• Performance Improvement

Leadership skills
Management skills
Performance
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• Satisfying Relationships
• All interaction between you and your staff
  achieves something. The question is, does it
  achieve what you want it to?

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• Satisfying Relationships role play
• Listen to two versions of the same conversation
  between a box office manager and a team member.
  The team member is seeking the managers advice
  on a customer issue. Think about which version
  has the post positive impact in terms of the team
  members
• Level of motivation
• Learning and development
• Relationship with their manager

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• Enhanced Credibility
• Your technical ability
• Your position in the hierarchy
• How your staff feel about you

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• A substantial part of being a manager lies in
  connecting the emotions of your staff to the
  processes and results the organisation needs to
  achieve.

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• Session 3
• Communication skills to get results

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• Communication is the transmission and reception
  of meaning.
• Who is responsible for the effectiveness of the
  communication?

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• Triple A Communicators
• A Ask questions
• A Adopt positive body language
• A Actively listen

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• Questioning Techniques
• Open questions
• Probing questions
• Hypothetical questions
• Closed questions
• Multiple questions
• Leading questions
• Trick questions

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• Exercise questioning techniques
• In groups of three, have one turn each at being
  the manager, the team member and the observer.
• Each use a different scenario.
• The observer is responsible for time-keeping 3
  minutes maximum for the role-play 2 minutes for
  feedback.

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Words 7

• Body Language
• Tone
• Words

Body language 55
Tone 38
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• SOLER power
• S smile, sit up and face the individual
• O open posture
• L lean forward
• E eye contact
• R relax

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• Key Responding Techniques
• To get people to talk to you, you have to show
  them you are really listening to what they are
  saying.
• Paraphrasing
• Reflecting
• Clarifying
• Echoing
• Silence
• Summarising
• Focus

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• Session 4
• Goals and feedback to boost performance

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• What do you want from me (as your manager) that
  will help you perform your job effectively?
• Clarify my job and the results I am expected to
  achieve
• Give me the resources and opportunity to perform
• Let me know how I am getting on
• Give me guidance and training when I need it
• Reward me according to my contribution

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• Feedback
• The carrying back of some of the effects of a
  process to its source or to a preceding stage so
  as to strengthen or modify it.

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• Banduras research with 80 cyclists

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increase in performance
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25
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Goals only Feedback Goals
Control only feedback group
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• Types of feedback
• Positive
• Facilitative
• Specific
• Descriptive
• Actionable
• Prioritised
• Constructive
• Well timed
• Discussed