Our Management Training Seminars

By introducing our Management Training Seminars to your staff we help ease the negative effect of change on both managerial and supervisory personnel. The change in job responsibilities, the change in personnel, job duties, and the rising challenge of developing subordinates are specific goals of our learning systems seminars. We are highly successful at helping Managers and Supervisors learn and adapt to the necessary skills and proper behaviors to be successful at work as well as in their personal lives.

For more information on our management training seminars please contact us.

As a part of our management training seminars, Managers and Supervisors will learn how to:

• Minimize the chance of miscommunication by understanding what people are really saying, and why
• Deal with difficult people, manage tense situations, and resolve conflict
• Make use of proven active listening skills to improve your ability to gain helpful information
• Be able to facilitate, guide, and close discussions in one-on-one or group settings
• Improve understanding and communication by giving and receiving good feedback
• Use ideas submitted by a member of the team without causing other members to be defensive
• Develop a comprehensive team building strategy that improves productivity of the whole team
• Emphasize the value of working toward common goals without devaluing individual accomplishment
• Define and set up a method to track staff activities
• Be able to manage time and work assignments effectively
• Conduct team meetings that capture and hold the audience’s attention
• Interview and hire the right person for the right job
• Save time and work more effectively through the use of a clear time management plan
• Understand and comply with proper hiring and managing requirements
• Communicate effectively with both superiors, peers and subordinates
• Become effective coaches for their work team
• Conduct accurate and difficult performance appraisals

 

Management Training Tips:
You Want Me to Do What?

You've probably heard or even said those words at some point in your service management career. It's usually a sign that indicates a battle will soon begin. But what if you could find a way to diffuse or even prevent these types of situations before they occur? You can - if you know how to influence.

Some estimates suggest that in our lifetime we will influence 10,000 people! This number may sound like an exaggeration, but if you think about your daily service management conversations, you will see how quickly influencing situations add up. For example, it may be as simple as getting to pick the movie you will see at the cinema or it could be more complex, like getting an employee to do something he has seemed unwilling to do in the past.

If you're good at influencing, you are able to get what you want or need while increasing trust and decreasing defensiveness. You can also confront someone-about their service management performance, behavior, or other important issue-without conflict. Here are some tips to get you started:

The Bank of Trust

Have you ever had someone who you didn't trust ask you to do something? What was your reaction? Did you do what they asked? Most likely, you dismissed their request. After all, why would you do something for someone whose motives you were questioning?

Whenever you think of trust, think of a bank account. Every time you do something to build trust, you make a deposit. The more deposits you make, the more trust you build. Every now and again you may have a slight breach of trust, perhaps due to a misunderstanding. We'll call this a withdrawal.

Each time we interact with someone, we are making either a deposit or a withdrawal. The more deposits we've made, the easier it will be for us to get what we want or need. Building your account takes time. However, these accounts will always pay dividends if you keep banking on this model.

Take Ownership

What's your reaction when you hear the words, "Corporate wants you to do this..."? If you are like most people, your first reaction is, "Who the heck is Corporate and why are they telling me what to do?" As service management, you may have received the initiative from corporate, but it is really you, the boss, who wants something done. You are the one that has the relationship with the employee. If you have made enough deposits in your trust account, then you should be well positioned to make the request.

Many service management people resist using the "I" message because they believe that requests will carry more weight if they come from someone else. This approach fosters a culture of compliance, rather than one of commitment. Instead, own the request. Begin your statement with "I." For example, "I would like you to..." After all, you are really the one that is making the request.

Why?

How many times have you been asked to do something and you are left wondering why? Imagine how much time would have been saved if the person making the request had included a brief statement as to why they were making this request. Consider these two statements: "John, I would like you to provide me with the completed accounts receivable report by Wednesday at noon." If you are John, you are probably wondering why the rush. You also may be thinking about the five other requests on your desk, and worrying about how to get everything done. This might affect your motivation and your performance.

Now imagine how John might react if the request was made in the following way. "John, I would like you to provide me with the completed accounts receivable report by Wednesday at noon. Service management is meeting on Thursday morning to discuss how we can reduce the amount of time it is taking to collect our receivables. This deadline will provide us with enough time to make any necessary adjustments to the report." John now has all the information he needs to deliver the request. If he requires input regarding prioritizing his current workload, he will then be in a position to ask.

Specificity Rules

We often don't get what we ask for because we have not been specific enough in our service management requests. For example, managers expect their employees to meet certain milestones, although most don't specifically tell their employees exactly what this means. Nor do they provide them with specific examples regarding the desired outcomes they would like to see.

Here are some specificity rules to ensure everyone is on the same page.

1. Before making a request, think about exactly what you want and be sure you are being specific in your request.
2. Don't assume that the other person knows exactly what you want. Be prepared to offer examples, if necessary.
3. Create a clear picture of the desired behavior you are seeking, rather than the undesirable.

Putting it All Together

Once you've established trust, you can frame your request in a way that will influence others to do what you've asked for. Here's an example of an effective service management request that we would use if we were trying to influence John:

"I need you to have the accounts receivable report on my desk by this Wednesday, at noon. By that I mean, the usual monthly report run as of April 30, 2009, along with the files for those accounts over 90- days past due and your recommendations for those that should be moved into collections. As a result, you will be seen as the expert in increasing cash flow for the company and I will be able to concentrate on getting the additional resources we need to support your initiative of bringing collections in-house."

You can see how trust, along with the proper use of language, provides answers to the subconscious questions that often prevents service management from getting what we need:

• Who really wants this?
• Why do you want this?
• What exactly do you mean?
• What's in it for me?

The ability to influence is one of the most powerful service management skills you can master. The language you use can inspire people into action, which is exactly what you need to build a team and/or organization that is willing to go the distance for you.

Roberta Matuson: http://generationintegration.typepad.com/matuson/

Subject: Service Management

More Management Training Tips