Master class management and leadership training

MASTER CLASS
MANAGEMENT
AND LEADERSHIP
TRAINING

1
Wednesday, November 27, 2013
DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud

Management Skills Course
Introduction
Business will always need effective managers
and effective management practices. If
management is marginal, services and
products will suffer. If management is
exceptional, services and products will
flourish.


2

LESSON 1 - HOW TO BE A GREAT
MANAGER THROUGH STRONG
LEADERSHIP

:Introduction
.Those who succeed in Management are Great Leaders
As a leader you need to be proactive and creative. As a manager you
need to be directive, action-oriented and responsive. You as a
leader must get your organization to believe that the work and goals
are worthwhile. As a manager, you need to make sure each
individual has the skills necessary to achieve those goals. Quite
simply, it takes a strong leader to get the group to see the big
picture, and a great manager to get the individual to be a part of the
big picture.


3

Five key points to Strong Leadership (thus a
( Great Manager
1-Develop trust and credibility.
2-Share the vision with absolute clarity.
3-Be there to help them succeed - Coaching, mentoring,
communicating, and listening.
4-Make the decisions and be held accountable.
5-Keep it all under control and headed in the right
direction.


4

Develop trust and-1
credibility
When people trust you, they will be more inclined to
follow you. Trust is based on the respect and
. expectations of a leader
these five traits will help guide you on the right path to
.strong leadership

HonestyIntegrityCompassionFairnessGood relationshipsWednesday, November 27, 2013

5

Share the vision with absolute-2
. clarity
Leaders need to share the vision of what they
want their department to achieve.
A way to see the dream come true is by
charting successes, as well as failures. If
the employees always know where they
stand, they will know what part they played
in achieving the vision.


6

Be there to help them succeed - Coaching,-3
. mentoring, communicating, and listening
Great interpersonal skills are vital for a
successful leader. You don’t lead by hiding
behind your desk. Be out there and find the
strengths and talents of your employees,
and place them where they can shine. They
need to know how their strengths serve the
objectives. Show them the respect they
deserve, and you have their interests at
heart


7

Coaching
Try and help them improve their skills
to do their job better. Give them
feedback on their performance with
observations and give good advice.
Use specific statements rather than
general comments, whether good or
. bad


8

Mentoring
Help them understand what you are all
about, guide them for a better
chance of promotion, and have them
learn about other aspects and
. functions of the business


9

Communicating
Clearly share your visions and goals,
encourage individuals and groups,
praise when praise is due, and take
. the time for one-on-one meetings

DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 10

Listening
Let them share ideas, concerns, and
know you are approachable and
. caring


Make the decisions and be held-4
. accountable
. Sift the data for facts and relevanceLook closely at the issue at hand while never. losing sight of the big picture
. Talk to subject experts if neededDon’t make a decision too quickly unless. necessary
Think about the cost-benefit for both short-. term and long-term
Once a decision is made, do not be wishy-washy or unsure about yourself. You will be
seen as a person who can be easily
. persuaded with little confidence

Keep it all under control and-5
. headed in the right direction
You, as leader and manager, need to focus on
what’s most important related to the vision
. and goals of the organization
Everyone needs to have the same focus and
direction you have
Consistency is key to maintaining control and
. keep things going in the right direction


Tips, Tricks & Secrets to Success in 101
Leadership and Management
key principles that will help get you started right away to a
successful management career

Part 1 - Employee Interaction, which deals with
.communication skills

Part 2 - Professional Advice, which gives some tips
.on running a department

Part 3 - Personal Advice, which is focused on inner.self qualities

Part 4 - Words of Wisdom, which contains some
.gems to incorporate into your leadership style


Part 1 - Employee Interaction Tips 1 through 27
. Get them excited about a better future-1
. Make sure your employees listen to you-2
You define, and then let your employees- 3
. conquer
Make it a point to personally meet with-4
.everyone in your department


Motivating a group differs from that of-5
. motivating an individual
When motivating, focus on the employee’s-6
. strengths and accomplishments
Find the strong points and unlock the-7
. employee’s potential
Keep your employees close, but your best-8
. employees even closer

Be personable, and show you care about-9
. your employees as a person
Open communication and honesty with the- 10
. team
. Continually communicate-11
. Sometimes make them find the answer-. 12


Make your employees believe that you are-13
in awe of their skills and that their work is
. challenging
. Praise when praise is due- 14
Do not be scared of your employees’-15
. success
.Get the most out of recognition-16

.Learn what makes them learn-17
. Always keep an “open door” policy-18
Always be open, flexible and-19
.approachable
Do not rule by intimidation, but don’t-20
be intimidated

.Develop a collaborative approach-21
You have to deal with conflict with-22
.confidence
Have effective meetings. Communicating-23
.with upper management and to your staff
.Stand behind your team-24


.Empower your employees-25
. Get the most out of your employees-26
Help people grow their skills and develop-27
.their careers


Part 2 - Professional Advice
- Tips 28 through 53
Make sure your employees are 100% clear-28
. on the objectives
Analyze the problem; map out all possible-29
. answers, and then implement
If possible, take your time on making the-. 30
. right decision
. You need to be able to delegate-. 31


. Know how to multitask and prioritize-. 32
Always be ready to react, embrace, and-. 33
. manage change
Strong teams do not need to be-34
. micromanaged
Know as much as possible of what your-35
. staff does daily

. Have a clear cut organizational chart-36
Remember to think in terms of cost and-37
. results
. Chart it out-38
Hire, then lead, then monitor, then reward,-39
. and finally retain the right people


Brainstorm with key members of your-. 40
. department or fellow managers
. Create an effective work environment-41
Follow the same process you expect your-42
. team to follow
Keep upper management and financial-. 43
issues that are considered confidential to
. yourself

.Always be prepared for meetings-44
Post important information on the wall-45
using large-scale wall charts in clear view
.for all to see
Fully understand the goals of the-. 46
. company
Fully understand what upper management-47
. wants from you

.Under promise and over deliver-48
.Make and meet your deadlines-49
Have a good understanding of the basics of-50
. a business
. Be able to report the statistics that matter-51


Hold a meeting with all of your staff on the. 52
.first day
The first few months on the job… Make- 53
sure you meet with key people within your
.department


Part 3 - Personal Advice Tips 54 through 81
.Have a positive attitude. 54
Be passionate about the objectives and. 55
.organization
. Be enthusiastic and optimistic. 56
Be self-assured yet humble with strong. 57
.character traits


.Have a high standard of excellence. 58
. Be ethically sound. 59
.Be friendly, but not their best friend. 60
. Be thick-skinned and ready to take risks. 61


Part 3 - Personal Advice - Tips 54
through 81
.Have a mental toughness. 62
. Be able to take criticism. 63
. Be empathetic. 64
.Keep a cool head-65


. Don’t lose your temper. 66
.Dress the part. 67
. Be on time to work and any appointments. 68
.Try not to leave early-69


.Try not to call out sick. 70
When there is manual work to be done,. 71
.help out
Try not to gossip, be too goofy, or joke. 72
.around too much
Be controlled and precise in your social-73
. interactions


.Act professional, even at parties. 74
.Take a break when needed. 75
Do what you say you are going to do as. 76
. soon as possible
.Be emotionally stable. 77


. Don’t be defensive. 78
Never talk negatively about customers or. 79
. other departments
.Never backstab anyone, ever. 80
Try being a leader outside of the work-81
.place


Part 4 - Words of Wisdom Tips 82 through 101
. Have confidence in yourself. 82
Act the way you want others to act, walk. 83
the walk you talk, lead by example, practice
. what you preach, etc
. Honesty and integrity is key. 84
Emulate a person who you truly respect as. 85
. a leader

.Listen more than talk. 86
. Take chances and do not limit yourself. 87
. Make great impressions from day one. 88
. Say less and you will get more. 89


Make sure the team sees you as a. 90
.knowledgeable and dependable leader
.Work smarter, not harder. 91
.Always follow the Golden Rule. 92
.Think like it’s a perfect world. 94


.Never let them see you sweat. 95
Be straightforward and always look them. 96
.straight in the eyes
.Always bite your tongue. 98
Learn from your mistakes, but don’t be. 99
. affected by them


Giving up or not trying is the only. 100
. failure
.don't ignore your intuitiveness- 101


Quick Lesson Summary
To be a great manager, you need to be a strong
leader. Management skills pertain to finding ways to
achieve the goals that the leader inspired the team to
.obtain
Leadership is about sharing a vision in which people
.·
will want to follow to reach the goal
One of the key elements in effective leadership is to
never become complacent with the business model,
no matter how sound and well crafted. Effective
leadership demands a delicate balance between
sensitivity and authority. They are never 100%
. satisfied as there is always room for improvement


Five key points to strong leadership are when your
:employees
Trust you and know that you are looking out for the good of
.all
Share in your vision and want to achieve the same goals
Know that you will do your all to help them succeed
Are confident in your decisions
Know that you have everything under control and that the
.future looks bright

THE END LESSON -1

– LESSON 2
HOW TO MANAGE AND
ORGANIZE YOUR DEPARTMENT
TO MEET THE GOALS

44

: Introduction
Managers need to plan and guide the work
.for their employees
In order to accomplish the goals desired,
you will need to have a good strategic
and tactical plan. You will need a basic
roadmap on where you are now, and
where you are going. You would also
need to determine the best way on how
to get from point A to point B. Finally,
you would need to make sure you have
.the means to get to your final destination


The 7-S Model and how it can help
improve your organization
It is the seven key elements of an organization that are
critical to understand its effectiveness. These seven
elements are: Strategy, Structure, Systems, Shared
Values, Style, Staff, and Skills. The beauty of the 7-S
model is that it can be used in a wide variety of
:situations such as
.A diagnostic tool for an ineffective organization -1
.Improve the performance of a company -2
.Guides organizational changes-3
Align departments and processes during a merger or -4
.acquisition
Determine how best to implement a proposed-5
.strategy
Combines rational and hard elements with emotional -6
and soft elements


:Strategy
Refers to the plan or route-map to maintain
competitive advantage. What is your plan
for the future? How do you intend to
? achieve the objectives


:Structure
Refers to the framework in which the activities of the
organization’s members are coordinated. A key
function of structure is to focus employees’ attention
on what needs to get done by defining the work they
do and whom they should be working with. How is
? the organizational structure designed right now


: Systems
Refers to the day-to-day processes and
procedures. Having effective systems helps
. reduce redundancy and streamlines process


:Shared Values
also known as Super ordinate goals): Refers )
to the guiding principles of the
organization. These are the core values of
the company and your department


: Style
Refers to the leadership approach and the
organizations overall operating approach


: Staff
Refers to the staff levels and how people are
hired, developed, trained, socialized,
integrated, and ultimately how their careers
are managed


: Skills
Refers to the distinctive competencies of
people within the organization. What skills
have you been hiring for? What skills do
you need? What skills will you need in 1 or
? 2 years from now


Manage your Department to its
Optimum in 10 steps
Here are the 10 steps to plan and build your department to its
:optimum to meet the goals
Step 1 - Determine your part in the company’s goals and objectives
Step 2 - Absolutely know what’s expected of you as manager
Step 3 - Fully know the company's products, services, and systems
used to support them
Step 4 - Establish goals and objectives for your department
Step 5 - Strategize, plan and structure to meet the objective
Step 6 - Get the right people you need to meet the objective
Step 7 - Get the right materials to get the job done right
Step 8 - Get your staff all of the training it needs
Step 9 - Organize it all to put the plan into effect
Step 10 - Monitor and control it all to keep it running smoothly


Step 1 – Determine your part in the company’s
goals and objectives
The company’s goals and objectives will be filtered down to all.
1
department managers, most likely while in meetings with upper
.management
Department managers will take their part of the plan and fully .
2
. understand the goals and objectives
. A timeline to achieve these goals would need to be put into place .

3

The department manager will create the projects and tasks.
4
associated with the plan and clearly state the goals and objectives
.to their employees. Training is given and processes are created
.The project is monitored to ensure quality and maintain focus.

5

The manager reacts to any problem with the process as soon as .
.possible
Status reports and updates are given to upper management.

6

7


Step 2 – Absolutely know what’s
expected of you as manager
You need to know exactly what it is upper management
. expects from you
In order to achieve and even surpass expectations, you
will always need a good solid plan that is well
. understood by all
You need to make sure the setup and flow of the
.department works in efficiency and harmony


Step 3 – Fully know the company’s products,
services, and systems used to support them
You have to know the company’s products
A good product is an entity that meets all quality ·
standards. Products that are flawed are considered
of low quality. This is a problem for both the
customer and the company employees who have to
.support the product
A good service is complete satisfaction from the ·
customer’s point of view with the quality of the
company’s help and action taken. Service that is bad
is considered of low quality customer
interaction. Bad service can also be related to
numerous outages from service providing entities
.such as your electric or Internet service

Step 4 – Establish goals and objectives
for your department
As manager, you need to determine how the goals and objectives for
your department are set Here is a list of some typical goals and
objectives that are common within a business that you might have
:to face as a manager
Improve customer satisfaction-1
Reduce churn rate (customers who no longer use your service,-2
(product, etc
Prepare for a new product launch-3
Improve project management-4
(Reduce attrition rate (employees leaving the company -5
Reduce product defects-6
Reduce service outages-7
Reduce hold times-8
Reduce costs, and increase profits-9
Coordinate efforts on acquiring another company-10
Outsource specific projects-11
Expand operations-12
Improve product delivery time-13
Improve order delivery time-14
Implement new (or upgrade) your company’s information systems-15
,such as an inventory database

Step 5 – Strategize, plan and
structure to meet the objective
A general goal might be to answer calls.
quickly. A specific goal would be to answer all calls
. in an average of 30 seconds
Calls are answered in an average of 30 seconds ·
Abandon rate needs to be under 3%·
Repeat cases needs to be under 5%·
•
MTTR (Mean Time To Repair – which is the·
•
average time it took to open, troubleshoot and close
the case) needs to be under 90 minutes
Customer Satisfaction surveys of all customers ·
polled within your department needs to be 95% or
greater

•


Step 6 – Get the right people you need to
meet the objective
It’s pretty obvious that you need to have good
people to do a good job
Step 6 is probably the most important step in this
lesson. It really is all about the people within your
organization who truly make a difference. Your job
as manager is so much easier when you’re
.surrounded by nothing but the best people


Step 7 – Get the right materials to
get the job done right
You need to make sure your staff has all the tools it
needs to get the job done right such as efficient
equipment, materials, and supplies


Step 8 – Get your staff all of the
training it needs
Before anyone can do anything, they need to know how
to do it
Here are 20 training ideas that could pertain to your
:department
Work with one of your most knowledgeable -1
employees to develop a training process and
procedure manual
Set up weekly training sessions for the supervisor or -2
lead to go over training issues that popped up
. during the week with their staff


training ideas that could pertain to 20
:your department
Find online training programs such as technical schools that -3
your staff can take. Put aside some time during the day
. or even pay overtime for after hours study at home
.” Have a “Lunch and Learn-4
Find a webinar or workshop that specializes in the subject -5
matter. It can be viewed either in house or at a yearly
. retreat type of event


your department
You might find someone who can benefit from some one-on- -6
one mentoring. A gesture like this goes a long way not
.to mention builds morale and shows leadership
Take the time to get with your staff to discuss the optimal -7
. training they would like to receive
If it is within the budget, offer a company paid tuition to a -8
local college. This is a huge motivational and retaining
. tool to use


your department
Try to relate the training to something they already know -9
and are confident doing. It is easier to learn something
.new when you can relate it to what you already know
Training should be as visual as possible with true hands on -10
participation. They need to actually perform the tasks
. they are being taught
Make sure your boss or upper management shows their-11
excitement towards this training amongst your
employees. This will generate more enthusiasm and
.determination


your department
Make sure they are motivated and want to learn -12
Keep the training area away from any office or factory-13
related noise and commotion
. Make sure you take a quick break after each main subject-14
It is ok to do repetitive training if it is needed-15


your department
If anyone cannot make the training, ask one of the -16
.employees who took the training to train other
During the training seminar, make sure to discuss how the -17
material being taught applies to real life scenarios. If
there are good examples to use, this would be a great
.time to discuss
If you cannot set up a training course or provide online-18
training, you can always purchase business books for the
employees


your department
. Set up a buddy system-19
Puts the less experienced employee at ease by not showing off and is humble with stories about when they first started
.out
Asks what the person knows or does not know about the. training subject
Covers the main objectives and goals including how their job . relates to the big picture
Motivates and creates excitement. This is a time for positive .interaction, not negative opinion


your department
. Set up a buddy system-19
.Clearly goes over the workflow both visually and in theory . Makes sure the less experienced person performs the tasksSets up a post meeting, and if necessary another trainingsession, to make sure all is good

Training is an ongoing commitment you need to make to-20
your team. You need to always keep on top of any training
needs. Always remember, “The more you train, the more
.” they retain


Step 9 – Organize it all to put the
plan into effect
By deciding and planning correctly, your staff will
understand what is expected of them and their place
. within the organization
Utilize your resources to their optimal performance -1
Look at all the possible scenarios and make sure there -2
.are clear benefits to each decision
When in doubt map it out. That is what the white-3
board is for and you should use it whenever
possible. Visually looking at possible structure
.changes makes things so much easier


Step 9 – Organize it all to put the
plan into effect
Hold daily meetings with your supervisors to make -4
sure the plan will work as good in real life as it looks
. on paper
Make sure you get your employees suggestions, as -5
they are the ones in the trenches who really know
. which processes work and which don’t
: Point to keep in mind
You always want to keep your boss informed before
making any changes or implementing any plans. By
giving well-documented processes, procedures, and
laid out plans, you will look good as well as make
your boss look good. Upper management expects
this type of detail to achieve success from you, the
. manager

Step 10 – Monitor and control it all to
keep it running smoothly
Now that you have the department in order, everyone
is trained and happy, and you have all of your
processes and procedures in place, the best way to
determine how things are going is through reports
.and feedback


You need a solid plan and the methods needed to -1
. succeed to obtain the goals and objectives
You need to make sure both you and your employees -2
fully understand the mission, goals, company
products, what is expected of them, and what is
. expected of you
Carefully analyze all aspects within your department -3
before making any changes. Get with key members
.of your staff and discuss all options
You need to get the right people to do the right-4
job. You might need to reassign them for optimal
.performance
You need to set up a timeline whenever a major -5
project, task, or structuring takes place. The shortterm plans must coincide with the long-term
.objective
You need to provide the right materials and training. A lack -6
.of materials and training will result in a lack of efficiency


The end LESSON 2

MASTER CLASS MANAGEMENT

LESSON 3

HOW TO MANAGE YOUR EMPLOYEES
AND BUILD A STRONG TEAM

Introduction: Get the most out of your
employees including working as a team
The definition of a team is a group of individuals who clearly
know what is expected of them both individually and as a
. whole


Shape the individual and build the
team in 5 steps
Create and Develop a strong team with solid-1
expectations
Motivate Professionally and with respect-2
Recognize and Praise great work-3
Evaluate and Appraise employee-4
performance
Compensate and Reward a job well done-5

Step 1 - Create and Develop a strong
team with solid expectations
. Make sure the team is set and ready to go-1
. Start off with a fresh approach-2
Create a one or two paragraph mission-3
. statement
Periodically walk around the department-4
. Periodically hold team meetings-5
Make sure everyone is fully trained and has-6
. what they need


Step 1 - Create and Develop a strong team
with solid expectations
. Teach them how to work as a team-7
Show how the goals of the team tie into the -8
. organizational goals
. Make their opinions count and always follow up -9
. Support the differing strengths of your teammates -10
. Sometimes let the team decide-11
Make sure your team members are not afraid to -12
. speak up
.Make sure everyone understands what is expected -13
. Demand the needed attention to detail-14


Step 1 - Create and Develop a strong
team with solid expectations
Stress that the customer is right, no matter-15
..how wrong they are
Try to curb any negativity about customers-16
. or other departments
They should act as if a camera is filming-17
. them
They should act like they are Ambassadors-18
. for the company
. Team Building is not a one-time activity-19


:Points to keep in mind
Strong teams do need to be-1
. micromanaged not
. Make sure you know what they know-2
. Balance is key-3
. Project teams within a team-4


Step 2 – Motivate
Professionally and with
respect
To motivate you need to be positive, honest,
. encouraging and direct
:They are motivated in different ways
By the actual work they perform-1
Their pay-2
The work environment--3
A helpful manager when needed-4
Not micromanaged when all is under control-5


other ways in which to motivate 23
:professionally and with respect
Be a solid leader-1
Give clear instructions-2
Show how much you value everyone in your-3
. department
. Help people grow-4
Encourage your employees to recognize each-5
. other for great work


other ways in which to 23
motivate professionally and
:with respect
. Motivate by building their confidence-6
Motivate the already confident by listening-7
. and discussing triumphs
. Show the team you truly care-8
. Stress their importance to the company-9
Create more interesting and admirable job-10
. titles


:with respect
. Do not rule by intimidation-11
. Don’t raise your voice-12
. Don’t penalize them for doing their best-13
Focus on their strengths and try to work-14
. around their weaknesses
Really, really motivate your favorites-15
Continually train and keep your department-16
. up to speed


:with respect
Make the environment for the employees as-17
.nice as possible
Motivate the good workers by disciplining-18
. the bad
. Make your positive attitude seen-19
. Don’t let them burn out-20


:with respect
. Have some fun-21
Buy Cokes, donuts, bagels, pizza, etc for the-22
. team periodically
The Management team cooks a barbeque-23
.for all the staff


:Point to keep in mind
When you hit a plateau… There will be times-1
when your department does great for so
long that the challenge is no longer there
Ask a few of your most trusted employees-2
what truly motivates the team
Hire nothing but the best people-3
. Don’t forget the people out of sight-4
. Again, do not micromanage-5


Step 3 - Recognize and Praise
great work

Here are 12 ways to recognize and praise your staff in a
:professional and dignified way

Don’t hesitate to acknowledge the good-1
. things
.Praise in public- 2
Don’t publicly praise an individual on a team-3
.related effort
Post the results on the wall in big letters and-4
. in clear view for all to see
Make it publicly known when there is-5
something positive to share about an
employee

great work


Create a storyboard on the wall to show-6
motivational achievements
.Recognize and praise quickly-7
Give Praise, recognition and positive-8
feedback on what means the most to the
.individual and team
Admiration of a person’s skill is a show of-9
respect and recognition


great work


Go into detail regarding the recognition-10
Write a letter, forward the e-mail, or write-11
. the e-mail yourself
Have someone in upper management take-12
the time to acknowledge the individual or
. team


: Points to keep in mind
The effect of giving praise is a very-1
. powerful and productive tool
Don’t start with praising, and end-2
with a lecture
. Praise when praise is truly due-3


Step 4 - Evaluate and Appraise
employee performance
In general, most appraisals cover the set goals and
:objectives including
Volume or production levelsThoroughness and attention to detailAccuracyAttitudeTeamworkAttendance and punctualityCorporate valuesFuture goalsand Final notes-


here are 19 valuable tips to think about
:when performing employee evaluations
Evaluations keep a written record to support pay -1
.increases
In most cases evaluations have a set of core job -2
.objectives and corporate values
Appraisals, at the very least, lets the employee know -3
that someone at work is thinking about their job
performance
Hopefully because you have managed the department -4
so well
.Be sure your supervisors also follow these guidelines -5


here are 19 valuable tips to think
about when performing employee
:evaluations
If you expect or anticipate complications with a -6
…particular employee performance review
If you have an employee who is performing below -7
…expectations
Whatever you do, make sure you complete the -8
.performance appraisals on time
It is better to focus on the positive rather than the -9
.negative


:evaluations
When discussing appraisals, be sure to tailor each -10
one to each person’s personality
.Make an outline of the significant items to cover -11
It’s a “bit of an art” to encourage someone with poor -12
.performance
.Do not compare the employee to other employees -13
Encourage open communication-14
Treat each appraisal with the same mindset and -15
professionalism of a job interview


:evaluations
Stay on track and keep to the specifics-16
Focus on the significance of each success and -17
.failure
Always make sure the employee leaves knowing -18
what is expected in the future
Always be sure you did everything you could before -19
terminating an employee based on the performance
. appraisal


If you have an employee who is disruptive, has a bad -1
attitude, or is a “bad apple…” you need to deal with the
. person as soon as possible
Measure the goals and show proof-2
Make sure they feel accountable and take -3
responsibility for their work
…Lets face it; it’s mostly about the money -4


Step 5 - Compensate and
Reward a job well done
Here are 16 ideas for you to incorporate regarding
:compensation and other rewards
.Try to pay them what they are worth-1
A raise based on the Employee-2
.Appraisal/Performance Review
Promotion is the reward-.
3
Try to have the power to give on the spot-4
raises
Do your research when it comes to-5
. requested increases in pay

ideas for you to incorporate 16
regarding compensation and other
:rewards
Give small gifts such as movie tickets-6
Employee of the week parking space-7
.Move the person to a better office or desk-8
. Bonus for hitting the goals-9
. Paid time off and unpaid leaves-10
Awards such as plaques, trophies, or-11
.certificates
Employee points used towards company-12
. provided gifts


ideas for you to incorporate 16
regarding compensation and other
:rewards
Annual recognition banquet held for award-13
events and ceremonies such as employee of
the year
Make sure to reward as quickly as the-14
.   achievement was accomplished
.   Match the award with the person-15
The reward should compliment the-16
.   achievement


Reward programs require a lot of planning-1
and preparation
Don’t make rewarding predictable-2
Do not reward if the goal was not achieved-3
When it comes to compensation you need to-4
. be careful
You will have your favorite employees-5


Managing Different Personalities
Here are some ways to deal with different personality
:traits
The “Considerate” are nice, calm, and like to think -1
.things through
The “Aggressive” likes to take control and do things -2
.   quickly
The “Analyst” will always try to find flaws in the -3
.   system
The “Sensitive” takes any type of confrontation too -4
. personally
The “Talkative” tend to be more feelings oriented and -5
will show more emotion, whether positive or
.        negative


The “Brainiac” will use knowledge and-6
.   sarcasm to get what they want
The “Quiet” is one who very rarely talks at-7
meetings, seems to have low self-esteem,
and is continually sub-conscious of their
.   actions
The “Results-Driven” tend to focus solely on-8
targeted metrics but sometimes lose focus
. on the big picture
The “Loner” just wants to do the job and not-9
get involved with company picnics, break
room conversations, or any non-work
.     related subjects


The “Overly-Confident” feels like they know-10
.  everything and can do no wrong
The “Curmudgeon” thinks of everyone but-11
them self as incompetent, and does not take
.   supervision well
The “Mean-Spirited” makes it known that-12
they are not happy with work or the people
. around them
.    The “Bad Attitude” is a major problem-13


– LESSON 4

HOW TO HIRE & RETAIN
THE RIGHT PEOPLE


Introduction
The goal is to hire and keep the best
people
The most important aspect when looking to
hire someone is to have the mindset to
hire and retain the best and right person for
the job. Try to recruit people who will thrive
.under your management approach
Be patient when you are hiring, and whatever
.you do, don’t just hire for hiring’s sake
This lesson will show you valuable information
and ideas to use during the interview and
hiring stage. There will also be some ideas
and ways keep them in your company for a
.long time


Creating the right job description to
find the right person
You need to create a job description You need
.to define the right job responsibilities
Items that should be on the job description-:are
General Description: Basic overview of what-1
.you are looking for in a candidate
Primary Job Functions: Brief description of-2
.the type of work performed


Items that should be on the
:job description are
Required skills: The “must have” would be-3
on top, the “should have” in the middle, and
.“nice to have” at the bottom
Desired skills: This would be skills you wish-4
the applicant had, but not absolutely
.necessary
Experience: Type of work experience the-5
applicant must have, and the amount of
.years doing this type of work

Items that should be on the
:job description are
Education: Needed or desired. This can be-6
anything from technical certification to a
.master’s degree
.Work status: Full or part time-7
Travel: Enter a percentage if there is any-8
.travel associated with the position
Reporting: The positions direct report. It-9
.might be you or one of your supervisors

How to find the right
person

( Online job finder (minimal cost-1
Post on the company’s website (none to very 2
( minimal cost
( Newspaper ad (minimal cost-3
( Recruiter or Headhunter (medium to high cost-4
(Networking (none to very minimal cost-5
College or trade school bulletin board (none to 6
(. very minimal cost
( Employment agency (medium cost-7
( Radio or TV advertising (medium to high cost-8
( Temp (Temporary) agency (low to medium cost-9


What to look for in an
interviewee

When screening and reviewing resumes you
: will develop a quick eye for
Key phrases·
Acronyms·
Familiar companies in the genre of your·
company
Over qualified or under qualified·
Bounces around a lot·


Here are 16 things to look for when
interviewing and evaluating a person to
:join your company
.Natural talent.      1
What the person has really done in.      2
.   previous jobs
Knowledge of your industry or product.      3
. without going off track
Emphasis on a great education and hoping.      4
.you do not notice the lack of experience
How long they spent at each job based on.      5
.  their application and resume


:join your company
Are they over qualified and only applying. 6
because of a slow economy and high
unemployment? This employee, although
qualified, might be desperate for a job. They
might leave the moment something better
.comes along
A nice and good personality. Remember .7
this adage, “You can train a nice person to
become skilled, but you can’t train a skilled
.” person to become nice
Integrity and honesty with a strong work.
8
.ethic
.Comfortable eye contact.
9


:join your company

Nervous mannerisms showing they have.  10
.something to hide
Someone who can articulate clearly and.  11
.speaks well
.Excellent attendance and dependability.  12
They way they are dressed. A dirty look.  13
.says a lot about their personality
A person with a team attitude who will fit.  14
in with the rest of the team. Think about
how much energy will this person bring in to
the department
Someone who wants to go the “extra mile”.  15
.to ensure top customer satisfaction
Someone who looks like they will.  16
appreciate the job and opportunity and will
.have fun at work

Job interview questions to
ask
Here are 14 questions you can ask
.during the live interview
Ask about their experience-1
Ask about their education-2
Ask about their skills-3
Look at the application and review the salary-4
range at their previous or current
. employment
Ask a couple of questions to see if there-5
might be some potential conflict or attitude
. issues down the road


Here are 14 questions you can
.ask during the live interview
Ask what they liked the most about their last-6
. job
Ask what they least liked about their last job-7
Ask about the best praise or recognition-8
.they’ve received and what made it so good
Ask about their greatest strengths and-9
weaknesses
Ask what is the best way they learn and-10
when in their career did they learn the
most and why

Here are 14 questions you can
ask during the live interview
Can they multitask and perform well under-11
pressure? Give a few different scenarios
.   related to the position
?   Are they a team player and will they fit in-12
What makes them feel they are more-13
?  qualified than the next person
If you have a company website with your-14
product line, you can ask them if they went
.  to the website before the interview


Don’t be surprised if you get questions asked from the
interviewee ..Here are a couple of questions that if
:asked, should be considered dubious

?When can they take a vacation and for how long -1
Will they get paid if they take off the day before or -2
?day after a holiday
?Is working overtime mandatory-3
? Is working on the weekends mandatory-4
?Can they only work the hours that are required -5
?If it is slow, can they leave early-6
?When will they be promoted-7
How long do they have to work in your department -8
?before they can transfer to another department
?When will they get a raise-9
?How late can they be before it is considered a tardy -10


Questions you should not
ask
You need to be familiar with topics that are
not permissible as interview questions to
avoid possible discrimination
lawsuits. Examples would be race,
ethnicity, gender, religion, age, health,
illness, disabilities, and national origin. Stay
away from all questions and conversation
that is not related to the job unless they are
just some nice pleasantries like hobbies or
the weather


*Checking their references
?How much should you pay*
Making the final offer*


Employee on-boarding and orientation
process

Here are 10 tips to use whenever dealing with
:the new employee
Gladly welcome the employee the·
moment they arrive. Shake their hand with
.a hearty welcoming tone

Chances are they will be nervous and·
already stressed by filling out all of the new
hire forms with HR. Offer a cup of coffee or
.something to help make them feel at ease
Walk the employee around the building,·
and introduce the new hire to your staff as a
welcomed addition to the team and
.company

Here are 10 tips to use whenever
:dealing with the new employee
Give a brief history of the company and·
where you feel you’re headed. Explain how
it works, described the products and/or
services you provide, talk about the
.competition, etc
Go over the department and company’s·
. goals and objectives
Go over the job functions and·
.responsibilities


Here are 10 tips to use
whenever dealing with the
:new employee
Give absolute clear expectations of the·
employee’s role in your department and
company
Cover any rules or regulations that HR·
did not cover. This includes any safety
. policies and procedures
Talk about the schedule, the person or·
people who will be doing the training,
.  seating and computer arrangements, etc


Here are 10 tips to use
whenever dealing with the
:new employee
Make sure a positive and welcoming·
feeling has been established, and shake the
employee’s hand with a sense of value and
.ensuring confidence


Employee Retention
These 16 specific actions will help you with
recruiting and retaining all the talent you
: need
Be known as a great company to work-      1
.   for
Be known as a great boss to work for-      2
Always provide the right tools and training-3
.Continue to promote the best-     4
.   Pay better than the competition-5
Use your influence to have, and keep, the-6
    best benefits package


These 16 specific actions will help you
with recruiting and retaining all the
:talent you need

.Have a company bonus plan.      7
.  Offer stock options.      8
Offer tuition reimbursement.      9
. Competitive vacation package.  10
.  Provide cross training.  11
.  Inspire employee feedback.  12



These 16 specific actions will help you
with recruiting and retaining all the
:talent you need

Parity amongst departments.  13
. Do not rule by intimidation.  14
.  Keep to your commitments.  15
Make sure they feel like they.  16
are part of the “in crowd.” Treat
your employees like they are
special and that working for you
.  is cool

THE END

LESSON 4


LESSON 5
HOW TO DEAL WITH
CONFLICT, PROBLEMS,
DIFFICULT EMPLOYEES
AND FIRING
130

Introduction: The toughest part of
…the job
You, as manager, need to do your best to
make sure your department is running like a
well oiled “team-machine” as discussed in
lesson 3. However, just when you think
everything is going along smoothly and
under control, the inevitable conflicts,
disagreements, and differences of opinion
start to escalate, and harmony within the
. team is disrupted


Dealing with Conflict
:Examples of conflict are

A personal problem with two or more-1
. people
AAsking for sexual favors in return for
providing a raise, promotion, etc. (Quid pro
(.quo
BWhat a woman perceives as a hostile
environment like unwanted touching, pin-up
calendars, sexual jokes, sexual comments,
. leering, inappropriate photos, etc


:Examples of conflict are
A perception of one working harder than-         2
.the other
One person blaming another for past-         3
.mistakes
Rebellious jealousy because it looks like-        4
.you are playing favorites
Not happy or thinks it’s unfair with the-        5
.type of work assigned to them
Personality clash-        6
Disagreements-     7
.   Inappropriate dress for work-     8
. Personal hygiene      9


Determine the type of
.  conflict and the severity
Here are three questions to determine the
type and the actions you should take based
:on the severity of the conflict
Is the conflict an issue that is shared by all-1
on the team?( such as problems with the
(processes and procedures
  ?Is the conflict due to one individual-2
  (dress code issue -hygiene issue -not happy)
Is the conflict pertaining to more than one-3
individual based on personal issues,
   ?personality clashes, disagreements, etc

conflict examples between two or more
:people

Friendship problems-1
Personality clash, differences in life styles,-2
different beliefs and values, etc
Disagreements or mixed expectations-3


Steps to take when dealing with
:conflict
Counsel and Verbal warning-1
Written warning, suspension or-2
: termination
:Always remember that you should be*
Well prepared Non-judgmental!!! Documenting everything-


Dealing with Violence, Bullying,
and Anger in the Workplace
you speak to an employee, whether it relates
to bulling, anger or violence, always be sure
to document everything that
transpired. You would need to give, at the
very least, a verbal warning. Depending on
the severity, an incident report is usually
written up by you or HR. Depending on the
nature of the act, suspension and/or
.termination is highly possible


Dealing with Difficult
Employees
Calls out sick and rides the time off policies-1
.to the very edge
Does the absolute minimum work-        2
expected, but just enough to fly under the
.radar
Testing and criticizing the office policies-       3
.in place
Gossiping, but not to where it can be-       4
.seen in the office
.Backstabs fellow employees-       5
Controls a situation by using negativity-        6
.Has a bad attitude-        7
Conducts themselves poorly-        8


Steps to take when dealing
:with difficult employees
: Counsel and verbal warning-1
First and second written-2
: warnings
. Suspension and/or termination-3


Dealing with Poor Job Performance and
Required Expectations

Steps to take when dealing with poor
:job performance
Verbal warning.      1
?The employees’ immediate supervisor·
?A process issue·
A lack of training and/or is the training·
?relevant to the job at hand
?Insufficient or a lack of tools·
? Personnel issues regarding co-workers·


Steps to take when dealing
:with poor job performance
:First written warning.      2
Second written warning or.      3
:  suspension
Suspension and/or termination.      4



Dealing with Attendance
issues
Here are eight points to keep in mind on how

to control and possibly reduce attendance
:issues

Make sure your employees understand your-1
view towards attendance
Have your employee’s call you direct instead-2
. of their immediate supervisor
.Maintain accurate records-3
. Look for trends-4


Here are eight points to keep in mind on how
to control and possibly reduce attendance
:issues
Individual problem - have a one on one-5
meeting. Multiple people - hold a team
.  meeting
.   Allow for personal business-6
Create an award program for those who do-7
not call out or are tardy for a certain period
.   of time
Have them make up time missed to make up-8
.   for time lost


Steps to take when
dealing with attendance
:problems
:Counsel and verbal warning.      1
:   First written warning.      2
Second written warning or.      3
: suspension
:
Suspension and/or termination.      4


Dealing with Firing or Laying off
an Employee
:Steps to take when firing an employee
Hold the employment termination.
1
. meeting
Don’t be tentative and dance around the.
2
.subject
Even though it should come as no surprise. 3
to the employee, you will probably be asked
the question, “Why am I being fired?” State
the reason for the employment termination


Steps to take when firing an employee
The employee might want to ask a couple.
4
of questions
The employee might be acceptable and. 5
want to end the experience as soon as
possible
If the employee is not showing any signs. 6
of being too upset, you can give some advice


Steps to take when firing an employee
If the employee needs to go back to their.
7
desk to pick up some personal belongings, you,
and preferable a security guard, should be with
. them at all times
HR will most likely meet with the individual.
8
in their office to discuss possible severance,
when their last paycheck is coming, when
benefits terminate, and any information
regarding extending their health coverage or
any other details
Your department will be talking about what. 9
they saw and will be anxious to find out what
. is happening

Firing an employee is an immediate necessity for
the safety and well being of the rest of your
:employees such as

.Is physically violent-1
.Brings a weapon to work-2
Arrives to work under the influence of drugs or-3
.alcohol
.Views pornographic movies on work computers-4
.Steals company property-5


You got to take the good with the bad-1
Always be ethical, legal, caring and-2
. compassionate
Know how to determine and deal with conflict-3
as soon as possible
Conflict and difficult employee situations differ-4
from poor job performance and attendance
issues
Although firing an employee is not the most-5
pleasant thing to do, when necessary, it is the
right thing to do
Don’t hesitate if you have to deal with a violent-6
employee

THE END
LESSON 5


LESSON 6
HOW TO DELEGATE,
MANAGE YOUR TIME,
SOLVE PROBLEMS AND
MAKE THE RIGHT
DECISIONS
151

Introduction: Know how to get it
all done with the least amount of
stress
Managers usually have to juggle many tasks,
projects, and meetings daily. If you try to
take on every project yourself, you will most
likely end up missing deadlines and
ineffectively prioritizing . This lesson will
cover how to effectively delegate, focus on
how to multi-task, manage your time, and
making the right decisions to solve the
problems, all the while keeping your stress
. levels down


Delegate Confidently
The basic definition of delegating is “assigning
duties to another person or persons while
still being held accountable
Before you delegate, first ask yourself these
: three questions
Can this project or task be delegated and do-1
you have the staff that can honestly do the
?work required
Should it be delegated or is it too critical and-2
?truly needs your involvement
Do you have enough time to delegate the job-3
effectively and explain the expectations and
? outcome

If you can say yes to the three questions just
asked, utilize these eight tips and points when
delegating:1-Pick the right person best suited for the task.
2-Make sure the person can work independently.
3-Make sure the person understands exactly what it
is you want them to do.
4. Get the agreement and commitment of the
employee.
5. Give the person the authority to take control of
the whole project.
6. Determine what tasks will need more
monitoring than others.
7. Motivate them by discussing how the success of
the project will make a positive impact
8. Once the project or task is completed, carefully
review.

Here are three different possibilities to
consider, before a task or project is
:considered complete

Do you need to make the final decision-1
?that the task is completed
Do you need to review with the employee-2
and the two of you decide that the task is
? completed
Do you let the employee make the decision-3
.try not to always pick the same person

Multitask and Prioritize
Multitasking is about knowing how to
.
juggle several issues or tasks at
. once
Prioritizing is about knowing which of
the issues or tasks are the most
important and need to get done first
,”Never let them see you sweat“

Here are six ways to help you with
:everyday multitasking
:Separate the tasks into three groups
Group 1 needs to be done immediately
. or at least by the end of the day
Group 2 would need to be completed
.in the next couple of days
.in the next week or month

Keeping Stress under
control
As a manager, you might find yourself trying to
cope with staffing shortages, recent layoffs, too
many errors, missing goals, newly added goals,
turnover in senior administration, etc
Here are 12 ways to help adapt to stressful
situations
.Know your trigger points-1
? Is it when you are going into a meeting·
? Is it when you are not making your numbers·
?Is it because of poor employee attendance·
Is it when you lose focus on a particular·
?project
   ?Is it when you have too much coffee or cola·

. Stop and take a deep breath-2
.Time management-3
. Reduce the stress by dissecting the issue-4
. Take a break and take a walk-5
. Laugh more often and lighten up-6
Make some Feng Shui type of changes in your-7
. office or cubical
Keep a notepad and a pen by your side at all-8
. times
. Take care of your health-9
. Talk it out with your family or friends-10
. Keep a positive attitude-11
try to stay away from any negative situations- 12
. such as gossiping

Time Management
Here are 15 ways that can help you manage
your time and make the most of your
:day
Start your day off right.1
.Set clear expectations of the goals-2
When you are holding a meeting, stick to-3
. the agenda
Delegating helps time management the-4
. most

:day
Give members of your team more-5
. responsibility
Make sure your previous responsibilities-6
.have been 100% taken over
Even though you have an open door-7
… policy


:your time and make the most of your day
Whenever possible, start and finish a-8
. project or task in one session
Read over reports and important- 9
.materials while away from the office
.Organize your computer files and folders-10
. Keep a pen and paper near your bed-11


Again, as stated in multitasking, work-12
.smarter, not harder
. Don’t be afraid to say “no” to your boss-13
Politely let a friend or family member-14
know you will get back to them as soon as
possible
.” Under promise and over deliver-“15


Time managing a project can vary
you have a project to get your staff trained
:on a new product, you first need to
.Determine what needs to be trained·
Determine when the training should·
.take place
Determine where the training should·
.take place
Determine how long the training should·
.last


Determine the amount of people·
.who need to take the training
Determine how many people you·
can afford to take the training without
.losing production
Determine how many people can·
be trained without affecting the
.customer’s immediate needs
Determine the cost of the training·
.and materials

Problem Solving and
Decision Making
Decision-making is a key role of a
. manager and leader

Define the problem or need before
. you make the decision


here are 12 steps to follow to use as a
guideline when making important
:decisions
?   Who should make the decision-1
What makes you think there is a problem,-2
? or why the need
Where is the problem or need? Is it-3
?   internal or external
?   When is it happening or needed-4
?   What is causing the problem or need-5


:decisions
?   How complex is the problem or need-6
What is the urgency and how should you-7
?   prioritize
?   What is the ideal outcome-8
What are the possible solutions to the-9
?   problem or need


:decisions

Make the final decision-10
Plan and implement the final decision-11
Monitor and verify whether the problem-12
or need has been solved and/or is
. effective


A sign of a good leader is how they are able to-1
delegate
Make multitasking more of a game rather than a-2
burden
Although stress cannot be avoided and you cannot-3
always control what happens, your reaction to
stress can make the difference on how it affects
. you
Always look at ways to utilize your time more-4
effectively
Problem solving and making decisions is one of-5
. the most important aspects of management

LESSON 6
HOW TO DELEGATE,
MANAGE YOUR TIME,
SOLVE PROBLEMS AND
MAKE THE RIGHT
DECISIONS
171

Introduction: Know how to get it
all done with the least amount of
stress
Managers usually have to juggle many tasks,
projects, and meetings daily. If you try to
take on every project yourself, you will most
likely end up missing deadlines and
ineffectively prioritizing . This lesson will
cover how to effectively delegate, focus on
how to multi-task, manage your time, and
making the right decisions to solve the
problems, all the while keeping your stress
. levels down


Delegate Confidently
The basic definition of delegating is “assigning
duties to another person or persons while
still being held accountable
Before you delegate, first ask yourself these
: three questions
Can this project or task be delegated and do-1
you have the staff that can honestly do the
?work required
Should it be delegated or is it too critical and-2
?truly needs your involvement
Do you have enough time to delegate the job-3
effectively and explain the expectations and
? outcome

If you can say yes to the three questions just
asked, utilize these eight tips and points when
delegating:1-Pick the right person best suited for the task.
2-Make sure the person can work independently.
3-Make sure the person understands exactly what it
is you want them to do.
4. Get the agreement and commitment of the
employee.
5. Give the person the authority to take control of
the whole project.
6. Determine what tasks will need more
monitoring than others.
7. Motivate them by discussing how the success of
the project will make a positive impact
8. Once the project or task is completed, carefully
review.

Here are three different possibilities to
consider, before a task or project is
:considered complete

Do you need to make the final decision-1
Do you need to review with the employee-2
and the two of you decide that the task is
? completed
Do you let the employee make the decision-3
.try not to always pick the same person

Multitask and Prioritize
Multitasking is about knowing how to
.
juggle several issues or tasks at
. once
Prioritizing is about knowing which of
the issues or tasks are the most
important and need to get done first
,”Never let them see you sweat“

Here are six ways to help you with
:everyday multitasking
:Separate the tasks into three groups
Group 1 needs to be done immediately
. or at least by the end of the day
.in the next couple of days
.in the next week or month

Keeping Stress under
control
As a manager, you might find yourself trying to
cope with staffing shortages, recent layoffs, too
many errors, missing goals, newly added goals,
turnover in senior administration, etc
situations
.Know your trigger points-1
? Is it when you are going into a meeting·
? Is it when you are not making your numbers·
?Is it because of poor employee attendance·
Is it when you lose focus on a particular·
?project
   ?Is it when you have too much coffee or cola·

. Stop and take a deep breath-2
.Time management-3
. Reduce the stress by dissecting the issue-4
. Take a break and take a walk-5
. Laugh more often and lighten up-6
Make some Feng Shui type of changes in your-7
. office or cubical
Keep a notepad and a pen by your side at all-8
. times
. Take care of your health-9
. Talk it out with your family or friends-10
. Keep a positive attitude-11
try to stay away from any negative situations- 12
. such as gossiping

Time Management
:day
Start your day off right.1
.Set clear expectations of the goals-2
When you are holding a meeting, stick to-3
. the agenda
Delegating helps time management the-4
. most

:day
Give members of your team more-5
. responsibility
Make sure your previous responsibilities-6
.have been 100% taken over
Even though you have an open door-7
… policy


Whenever possible, start and finish a-8
. project or task in one session
Read over reports and important- 9
.materials while away from the office
.Organize your computer files and folders-10
. Keep a pen and paper near your bed-11


Again, as stated in multitasking, work-12
.smarter, not harder
. Don’t be afraid to say “no” to your boss-13
Politely let a friend or family member-14
know you will get back to them as soon as
possible
.” Under promise and over deliver-“15


Time managing a project can vary
you have a project to get your staff trained
:on a new product, you first need to
.Determine what needs to be trained·
Determine when the training should·
.take place
Determine where the training should·
.take place
Determine how long the training should·
.last


Determine the amount of people·
.who need to take the training
Determine how many people you·
can afford to take the training without
.losing production
Determine how many people can·
be trained without affecting the
.customer’s immediate needs
Determine the cost of the training·
.and materials

Problem Solving and
Decision Making
Decision-making is a key role of a
. manager and leader

Define the problem or need before
. you make the decision


:decisions
?   Who should make the decision-1
What makes you think there is a problem,-2
? or why the need
Where is the problem or need? Is it-3
?   internal or external
?   When is it happening or needed-4
?   What is causing the problem or need-5


:decisions
?   How complex is the problem or need-6
What is the urgency and how should you-7
?   prioritize
?   What is the ideal outcome-8
What are the possible solutions to the-9
?   problem or need


:decisions

Make the final decision-10
Plan and implement the final decision-11
Monitor and verify whether the problem-12
or need has been solved and/or is
. effective


A sign of a good leader is how they are able to-1
delegate
Make multitasking more of a game rather than a-2
burden
Although stress cannot be avoided and you cannot-3
always control what happens, your reaction to
stress can make the difference on how it affects
. you
Always look at ways to utilize your time more-4
effectively
Problem solving and making decisions is one of-5
. the most important aspects of management

LESSON 7 –
HOW TO GET YOUR
POINT ACROSS
THROUGH THE ART OF
BUSINESS
COMMUNICATION
191

Introduction: Getting your
point across clearly and
concisely
Good communication skills are essential foreffectively managing others, as well as
working with your co-managers and upper
.management
The better the communicator, the better. chance for management success
Poor communication leads to poorproductivity, confusion, conflict, and
.redundancy
You can't motivate people if they can't. understand what you want

Business Writing

:Here are 5 steps you should follow
What type of information will you-1
- convey? ·
Message - ·
Policy
Process -·
Procedure -·
-·
Task
Think about what you want them to hear,-2
. then what you are going to say
Who will be the recipients of the-3
? information
Create the message, process, procedure,-4
. or other form of written communication
Proofread and edit before you send it-5
. Wednesday, November 27, 2013 Abdelmoniem Ibrahim Abdelmaksoud 193
out
DR/Yasser

Here are a couple of key points to keep in
:mind when writing e-mails, processes, etc
DO NOT CAPITALIZE ALL OF THE WORDS-1
WHEN WRITING AN E-MAIL OR PROCESS,
. ETC
Don’t come across like you are hostile in-2
. your writing
Before you hit the send button when-3
creating or replying to an aggravated type
of e-mail, take at least a 5-minute break
. before hitting send
Respond to e-mails in a timely fashion, but-4
as previously stated, be careful not to
send a heated e-mail without taking the
.time to cool down a bit

Create an e-mail signature that has your-5
name, title, company name, address,
phone number, e-mail address and
website
When an e-mail is informal, ending the-6
message with a simple “Thanks” with your
. name directly underneath is acceptable
When writing to your boss or upper-7
management, always keep it professional

Communicating Verbally
. Have an “open door” policy- 1
.Be flexible and approachable-2
. Be open and honest-3
Be absolutely clear when speaking and-4
. giving directions
. Listen more than talk-5
. Listen with your full attention-6

Now make sure your employees listen to-7
.you
Be straightforward and always look them-8
. straight in the eyes
. Use the art of persuasion-9
Always bite your tongue, before you say-10
. something you might regret
. Be able to take criticism-11

. Don’t be Defensive-12
. Don’t lose your temper-13
. Actions speak louder than words-14
Continuously talk to, and get along with,-15
. your fellow managers
. Telephone etiquette-16
. The hallway conversation-17
. Use your sense of humor-18
. Keep your boss in the loop at all times-19

Holding a Meeting
here are 17 fundamental techniques to
:follow
. Send out a meeting request-1
. State the purpose-----.Prepare an agenda-----.  Set a timeframe------
Send out any meeting material at least-2
.  two days prior to the meeting
  . Make copies for everyone-3

. Begin the meeting on time-4
Set up the ground rules (also known as-5
”(. “Norms
. Get to the point-6
Make sure you prioritize the meeting-7
. subjects
Follow the agenda and check off each item-8
. once discussed
.Take notes throughout the meeting-9
. It's easy to get off topic-10


Get the quiet people to talk more, and the-11
. dominant people to talk less
Get them to listen without saying a-12
. word
Look for signs of when you’ve talked long-13
enough
. Know when to end the meeting-14
Before you end the meeting, make sure-15
. you have covered the important points
. Send out an overview after the meeting-16
Create an action list and schedule a-17
follow up meeting

Here are a couple of ideas for regularly set
:meetings
Have a scheduled daily meeting,-1
preferably in the morning around 9:00am
or 10:00am, with key individuals such as
SME’s, supervisors or leads of your
. department
Have a scheduled monthly meeting with-2
. the entire staff of your department
. Have people want to go to your meetings-3


Participating in a
Meeting
here are 7 fundamental techniques to
:follow
Show respect to the meeting holder-1
Do not state your opinion on every single-2
topic
Don’t be quiet throughout the entire-3
. meeting
. Don’t rattle on-4


Do not say anything negative about-5
. anyone
Don’t feel like you’re in a-6
competition with your fellow comanagers
Don’t agree with someone just-7
. because you feel intimidated

Preparing & Delivering a
Presentation
Effective speaking and presentation capabilities can
even lead to further promotion, as this is not a
. skill everyone possesses
Here are 15 valuable tips to use when giving a
:presentation
. Be thoroughly prepared-1
Think about the flow of the presentation, but not-2
. word-for-word
. Have a strong opening and closing-·


Think about the flow of the presentation, but not-2
word-for-word
Have an introduction that will consist on what·
is going to be talked about, and a conclusion to
.review what had been discussed
.Create a list of key points·
Support your introduction with your slides or·
materials, and use the key points to transition
.from one point to the next
Summarize by asking if they have any·
. questions
Now practice by visualizing yourself giving a·
. great presentation
Now practice by visualizing yourself giving a·
. great presentation

If using PowerPoint… Keep the slides simple and-3
. don’t put too many words on them
Here are six points to keep in mind when creating a
:PowerPoint presentation
–Title” page·
“
– Agenda” page·
“
– Objective” page·
“
” - Subject Body Matter·
“
– Summary” page·
“
– Questions?” page·
“


If you are using a projector…you-4
should practice setting up
… Always have a backup plan-5
. Know your audience-6
Know the true goal for the-7
.presentation
. Look at the audience as a whole-8
Show your personality, don’t be stiff,-9
and make them laugh. Show your
character and charisma when
.
presenting

Talk with your audience, not down to-10
. them
Be Flexible. Stick to your main points,-11
but be ready to adjust your presentation
. to the particular desires of your audience
. Try not to use “uhm” or “ah” words-12
.” Don’t be afraid to say, “I don’t know-13
. Know when to end the presentation-14
. People want you to succeed-15


Communicating Change to
your Employees
a great manager and leader is the ability to
accept change and orders that come down
from above, with enthusiasm and
, confidence
The only constant is change
The change can be as major as a company
takeover, or as simple as a small change in
. organizational structure


:You need to determine
?What is the reason for the change·
?Why is there change·
What is the goal you or the company·
?hopes to achieve
Will it make your department or·
?company more efficient
Will there be a need for more·
?resources
Where is the change coming from, you·
?or upper management
?Who will benefit from this change·
Who can be negatively affected by this·
?change

Here are 12 points to keep in mind when
:dealing with change
The key to a successful implementation of-1
change is to communicate consistently and
. frequently
Communicate the reasons for the change-2
so that everyone fully understands the
. need and purpose
There may be times when you cannot, and-3
should not, communicate any upcoming
.changes that are considered confidential


You can either talk to everyone at the-4
. same time, or each individually
:Here are some guidelines to follow
a.
Communicate to everyone at the same
.  time
b.
Communicate to each person
.individually
You can either verbally share the change-5
.  information or write it out



Let your staff ask questions and provide-6
. honest answers
After you have communicated the-7
upcoming changes to your department, if
you feel that the information is very
important, ask upper management to stop
by and briefly talk with your staff
. members
Get involved and communicate right away--8
before the rumor mill and grapevine starts
. to spread around

Sometimes change, which resulted in the loss of-9
fellow employees, processes, or organizational
. structure, is very sad
Don’t forget that you will not only be giving-10
facts about the change, but watched carefully
. on how you act towards the change
Be sure to follow-up to make sure there are no-11
. problems related to the change
Don’t forget that change is stressful for-12
. everyone
In every way, effective communication is your
most important tool


. Business writing is an essential part of management -1
The way you verbally communicate with your employees, -2
co-managers, your boss, upper-management and
customers, can make you or break you. This goes for face. to-face meetings, phone calls, and even hallway chats
Part of being a manager is holding and participating in -3
. meetings
When giving presentations, you are presenting yourself as -4
. well as the subject at hand
Change is inevitable, and the sooner you can accept and -5
embrace the change, the sooner your employees will as
. well


THE END

LESSON 7

LESSON 8

BUSINESS BASICS PART I - BUSINESS
TYPES, ETHICS AND LAW, ECONOMICS,
FINANCE AND ACCOUNTING

218

Business Types
A business in its most basic form sells
a product or delivers a service
Here are the most common forms to
set up a business organization, with
:a brief explanation of each
Sole Proprietorship (A business-1
(owned by one person
Partnership – (A business owned by-2
( two or more individuals

–Corporation-3
A business in which legally the owners
are not personally liable for the
financial obligations of the
business. can also own
stocks. Owners are not personally
liable and a corporation is often
referred to as a “legal person.” It
can use the terms “Inc.”
.”“Incorporated,” or “Company

( - Limited Liability Company (LLC-4
A business authorized by statelaw. Although exact characteristics vary
by state, the most common characteristics
of the limited liability company are that it
:has
Limited liability, that is, the owners of the. 1
company are not liable for more than the
.capital they have invested in the business
Managed by members or managers,. 2
.owners can be members or managers
.Limitations on the transfer of ownership. 3

Business Ethics and Law

Using the same moral guidelines you
already follow yourself, knowing the
difference between right and wrong,
also goes for business


Some business ethics, however, are much
more easily recognizable as being
:obviously ethically wrong. To name a few
Money lost to FraudMoney lost to EmbezzlementAccuracy of books, records, and expensereports
Proper use of organizational assetsProtecting proprietary informationDiscriminationLyingOver chargingWednesday, November 27, 2013

Charging for work that was not necessaryWithholding needed informationAbusive or intimidating behavior toward othersMisreporting actual time or hours workedFalse insurance claimsKickbacks and briberyProper exercise of authorityTheft of business equipment and suppliesTrading or accepting goods for unauthorized favorsMoonlighting, which causes poorer workperformance
Knowingly ignoring the health and safety ofemployees
Sexual harassmentEvading someone’s privacyWednesday, November 27, 2013

Basically, business law governs the rules of conduct
of people and organizations in business, and is
. meant to enforce justice and obligation
:The major areas of business law are
– Antitrust-1
– Bankruptcy-2
– Business organization-3
Consumer protection and product liability-4
– Contracts-5
– Employment-6
– Intellectual property-7
– Securities regulation-8

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