1.
TWI Job Relations
© Operational Excellence Consulting. All rights reserved.
TWI Job Relations (JR) teaches supervisors how
to evaluate and take proper actions to handle
and to prevent people problems.
§ Review the record
§ Find out what rules and customs apply
§ Talk with individuals concerned
§ Get opinions and feelings
Be sure to have the whole story
Step 1: Get The Facts
§ Fit the facts together
§ Consider their bearing on each other
§ What possible actions are there?
§ Check practices and policies
§ Consider objective and effect on
individual, group and production
Don’t jump to conclusions
Step 2: Weight & Decide
§ Are you going to handle this yourself
§ Do you need help in handling?
§ Should you refer this to your supervisor?
§ Watch the timing of your actions
Don’t shirk responsibility
Step 3: Take Action
§ How soon will you follow up?
§ How often will you need to check?
§ Watch for changes in output, attitudes
and relationships
Did your action help production?
Step 4: Check Results
HOW TO HANDLE A PROBLEM
SET A GOAL
§ Figure out what you expect from him
§ Point out ways to improve
1. Let each worker know how he
is doing
§ Look for extra or unusual performance
§ Tell him while it’s “hot”
2. Give credit when due
§ Tell them WHY if possible
§ Get them to accept change
3. Tell people in advance about
changes that will affect them
§ Look for ability not now being used
§ Never stand in a person’s way
4. Make best use of each
person’s ability
FOUNDATIONS FOR GOOD
RELATIONS
A supervisor gets results through people
Get the Facts
Weight and
Decide
Take Action
Check Results
Have You Achieved The Set Goal?
People must be treated as
individuals
§ Don’t argue
§ Encourage him to talk
about what is important to
him
§ Don’t interrupt
How To Get Feelings And Opinions
§ Don’t jump to conclusions
§ Don’t do all the talking
yourself
§ Listen

2.
TWI Job Relations
© Operational Excellence Consulting. All rights reserved.
TWI Job Relations (JR) teaches supervisors how
to evaluate and take proper actions to handle
and to prevent people problems.
§ Review the record
§ Find out what rules and customs apply
§ Talk with individuals concerned
§ Get opinions and feelings
Be sure to have the whole story
Step 1: Get The Facts
§ Fit the facts together
§ Consider their bearing on each other
§ What possible actions are there?
§ Check practices and policies
§ Consider objective and effect on
individual, group and production
Don’t jump to conclusions
Step 2: Weight & Decide
§ Are you going to handle this yourself
§ Do you need help in handling?
§ Should you refer this to your supervisor?
§ Watch the timing of your actions
Don’t shirk responsibility
Step 3: Take Action
§ How soon will you follow up?
§ How often will you need to check?
§ Watch for changes in output, attitudes
and relationships
Did your action help production?
Step 4: Check Results
HOW TO HANDLE A PROBLEM
SET A GOAL
§ Figure out what you expect from him
§ Point out ways to improve
1. Let each worker know how he
is doing
§ Look for extra or unusual performance
§ Tell him while it’s “hot”
2. Give credit when due
§ Tell them WHY if possible
§ Get them to accept change
3. Tell people in advance about
changes that will affect them
§ Look for ability not now being used
§ Never stand in a person’s way
4. Make best use of each
person’s ability
FOUNDATIONS FOR GOOD
RELATIONS
A supervisor gets results through people
Get the Facts
Weight and
Decide
Take Action
Check Results
Have You Achieved The Set Goal?
People must be treated as
individuals
§ Don’t argue
§ Encourage him to talk
about what is important to
him
§ Don’t interrupt
How To Get Feelings And Opinions
§ Don’t jump to conclusions
§ Don’t do all the talking
yourself
§ Listen

3.
© Operational Excellence Consulting. All rights reserved. 3
Operational Excellence Consulting is a management training and consulting
firm that assists organizations in improving business performance and
effectiveness. Based in Singapore, the firm’s mission is to create business
value for organizations through innovative design and operational excellence
management training and consulting solutions. For more information, please
visit www.oeconsulting.com.sg