session 8 last day for course evaluations extra credit? final review hand back omp #7 and...

Session 8

Last Day for Course Evaluations Extra Credit? Final Review Hand Back OMP #7 and Outlines Presentation Rubric Talk with Groups and Individuals re: Pres.

Test Equipment Chapters 13 & 14 Assignment #8 One Minute Paper #8

Session 8: Ch 13

Dealing with

Emotional Labor

Session 8: Ch 13Stress

Stress – Is it good or bad?

Stress = state of mental or emotional imbalance caused by a period of difference

Session 8: Ch 13Handling Stress

There will always be stress; however, how you handle it and limit it may make a difference

Session 8: Ch 13Causes of Job Stress

Working conditions Non-stop action Management style Lack of support Unclear work roles Career concerns Poor work environment

Noise Air quality Ergonomic problems

Worker characteristics Personality Ability Talent/Non-talent Coping style

Session 8: Ch 13 5 Skills for Time & Task Mgmt

1. Target your efforts on the most important tasks

2. Be a goal getter, not just a goal setter

3. Do the constructive things first

4. Foster Teamwork

5. Avoid Time Wasters


1. Target your efforts on the most important tasks Clarify core values and understand the

company’s core values Focus on what is important


2. Be a goal getter, not just a goal setter Written Concrete and specific Realistic Measurable Has a timetable Value-anchored


3. Do the constructive things first Use a planning system Plan before starting the day

What do I need and want to accomplish today?

Prioritize Check off tasks


4. Foster teamwork Be assessable Be supportive of others Be reliable Be loyal while maintaining

independence

Session 8: Ch 135 Skills for Time & Task Mgmt

5. Avoid time wasters Interruptions or fragmented work Unproductive communication Clutter, paperwork, and

overloaded computer files Procrastination Perfection paralysis Self-overload

Session 8: Ch 13Delegate

Benefits You don’t have to do the work Frees up your time Others can learn Improves productivity

Session 8: Ch 13Delegate

Hesitation Some don’t have confidence in others Some have an “I-can-do-it-all-myself” attitude Won’t get recognition Don’t have time to explain how to do the task to

another person

Session 8: Ch 13Final Thoughts

There are multiple ways that a person can cope with stress

Good time and task management may relieve unwanted stress

Delegation is a powerful tool to use when working under stress.

Session 8: Ch 14Session 8: Ch 14

Get Employees to Give Get Employees to Give Great Service: Roles of Great Service: Roles of

the Supervisor, Manager, the Supervisor, Manager, or Leaderor Leader


What Managers Should do First: What Managers Should do First: Articulate a VisionArticulate a Vision

Session 8: Ch 14 - Session 8: Ch 14 - SupplementSupplement

VisionVision – Indicates what a business/organization – Indicates what a business/organization wants to achieve. It can be a challenging or even wants to achieve. It can be a challenging or even lofty. It expresses what it strives to be. It is lofty. It expresses what it strives to be. It is futuristic.futuristic.

Mission StatementMission Statement – Defines specifically what the – Defines specifically what the business/organization does.business/organization does.

ValuesValues – What the business/organization believes in. – What the business/organization believes in. Values are central to an organization's culture. Values are central to an organization's culture.

Session 8: Ch 14 - Session 8: Ch 14 - SupplementSupplement

Examples:Examples:http://www.bellevue.edu/about/mission-vision.aspx

http://cba.unomaha.edu/acct/misvis.cfm

http://omahachamber.org/chamber/VisionAndMission.aspx

http://woodmen.org/inside.cfm?main_menu_id=1&Page_Id=1


Articulate a Service Theme - VisionArticulate a Service Theme - Vision Succinct, clear, & descriptive of uniqueness Succinct, clear, & descriptive of uniqueness

Plan a Strategy for Customer LoyaltyPlan a Strategy for Customer Loyalty Organize Processes, People and ResourcesOrganize Processes, People and Resources

Assign tasks, give employee authority to follow through, and reduce Assign tasks, give employee authority to follow through, and reduce barriersbarriers

Lead and Motivate EmployeesLead and Motivate Employees Create and Sustain an Effective Work CultureCreate and Sustain an Effective Work Culture Continuously Harvest A+ Ideas through brainstorming or Continuously Harvest A+ Ideas through brainstorming or

Nominal Group Processes Nominal Group Processes Control the ProcessesControl the Processes Empower EmployeesEmpower Employees Tie the Rewards System to Appropriate ActionsTie the Rewards System to Appropriate Actions

A Final Thought………..A Final Thought………..

Good managers play a huge role in an Good managers play a huge role in an organization’s success in developing organization’s success in developing

customer loyalty.customer loyalty.


session 8 last day for course evaluations extra credit? final review hand back omp #7 and...

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