Effective Supervisory Practices; 5th Edition
To ensure quality and performance of tasks, the Deming Wheel can be used which is
A "Plan, Do, Check, Act" cycle
Adopting to "change" from an unfavorable view to a favorable one is typically
A slow and gradual process through several stages
The "Act" part of the Deming Wheel refers to
Acting on issues that may have developed or just giving feedback
If an interview becomes aggressive/confrontational
Adjourn till later and always maintain your cool
The only two exceptions to breaking employee confidentiality are
An employee is referred to EAP but requires their permission or if an employee is a danger to themselves or others
Building relationships with stakeholders/customers (internal and external) both inside and outside the organization will produce
Better outcomes
A process to making a big "change" more acceptable is by
Breaking it into simpler manageable pieces and focusing on it piece by piece
The most useful goals must be
Clear, challenging and measurable
The purpose of disciplinary action is to
Correct/Change/Improve behavior, not punish
Giving employees responsibility, authority, a chance to learn/improve skills and performance as well as hold them accountable is accomplished by
Delagation
A standard of conduct for behavior based on shared values is
Ethics
The four stages a group must past through completely to become an effective team are
Forming, storming, norming, performing
Performance evaluations are a good tool to hold employees accountable for their performance and should focus on
Guiding employees toward better performance and future success
Anytime an employment decision that effects an employees job status is made, guidance should be sought from
Human Resources Department (HR)
The "Golden Rule" regarding e-mail and similar forms is
If you don't want to see it printed, don't send it
An action that is always unethical is one that is
Illegal
The best medium for sensitive messages is
In person/face to face
Demotion is a rarely used form of disciplinary action and is a last resort before termination because
Its unlikely to be effective and may make issues worse
Establishing direction, achieving long term outcomes and motivating/inspiring others to succeed is
Leading/Leadership
Focus on the short term results (day to day), organizing, control of staff and problem solving is
Managing/Management
When dealing with difficult customers looking for answers, a better method than simply saying "No" is to
Offer them "Yes" alternatives, tell them what they CAN DO and always remain positive
A key retention factor for employees beyond money and security is
Opportunity for individual development
How something is said rather than what is said (tone of voice, emphasis, volume) is a non verbal message known as
Paralanguage
The major physical causes of workplace accidents are
People, equipment, materials, work environment
Transfer is not a disciplinary action and is valid to correct performance/behavior only when these problems are caused by
Personality conflicts between the employee and the supervisor
Positive reinforcement for poor performance only works when an employee has a
Positive Attitude
Once a decision has been made by a superior based on certain facts, that decision must be
Positively supported
Doing something important before something urgent is an example of
Prioritizing
An employee of poor performance with a negative attitude will require discipline that is
Progressive
As a supervisor you are not responsible for investigating harassment complaints, you are responsible for
Responding to them appropriately, always documenting them and contacting HR immediately
There are four parts to successful delegation
Responsibility, authority, instruction, and accountability
Three primary sources of influence that need to be balanced to create effective leadership are
Role, influences power; Reputation, influences trust; Behavior, influences respect
The most effective way to sustain a "change" is by
Seeking feedback
When interviewing employees for various reasons, seating positions should be
Side by side, without any barriers (Desk, table) in between
The appropriate level of discipline to use is
The least severe yet strong enough to convince the employee
The difference between a group and a team is
The unified effort and camaraderie of a team
The four generations that exist in todays workplace are
Traditionalists, Baby Boomers, Generation X, Generation Y
Reputation
What people say about you
Broker
You often function as a broker who must balance competing interests to achieve broad goals .
Your success as a problem solver requires you be
approachable, connected, alert, open, and aware
Set the example
by aligning actions with shared values
Foster collaboration
by building trust and facilitating relationships
Experiment and take risks
by constantly generating small wins and learning from experience
Celebrate the Values and Victories
by creating a spirit of community
Clarify values
by finding your voice and affirming shared ideals
Envision the future
by imagining, exciting and ennobling possibilities
Strengthen Others
by increasing self-determination and developing competence
Search for opportunities
by seizing the initaiative and by looking outward for innovative ways to improve
Recognize Contributions
by showing appreciation for individual excellence
Consent
comes through the development of respect,trust and commitment
To be an effective broker you must have
communication skills, loyalty, positive attitude, desire for the job, ability to delegate, fairness.
behavior
how you interact with employees
Enlist others
in a common vision by appealing to shared aspirations
The key to influential leadership
in in your behavior as a leader
The five practices of exemplary leadership
model the way, inspire a shared vision, challenge the process, enable others to act, encourage the heart
Role
position gives you the authority to get the job done
Leadership is a constant area of
research,discussion,scrutiny, and attention.
Source of influence three primary traits
role, reputation and behavior
An appropriate response to "That's harassment, isn't it?" is
"I am taking this very seriously. I don't know exactly what occurred, so I will need to gather more information/details"