supervision - replacing carrots and sticks
TRANSCRIPT
Armando Rancano, M.P.H.People Management
Consultant
byArmando Rancano, M.P.H.
People Management Consultant
SupervisionReplacing Carrots And Sticks
Why This Presentation?Why Do This Presentation?
Supervision has a profound impact on
profitability.
Focus on call centers because of the
large number of customers-facing
employees.
Why This Presentation?Supervision Is Not Easy
Supervisors have to play many roles. The right kind of
training is essential to the creation of loyal employees.
Teacher Therapist
Clergy
Manage Through Carrots And SticksManage Through Carrots and Sticks
GoalsGoals
Learn a more effective way to supervise.
Hope you’ll want to know more about this
method of supervision and implement it.
Have only time for an overview.
Reference texts for more detail.
Why Is Supervision Worth Improving?Why Supervision Is Worth Improving
Satisfied employees create loyal customer promoters.
The Supervisory ChallengeThe Supervisory Challenge
Green employees
Poor morale
Employees feel micro-managed
High absenteeismand attrition
Lack of respect for executives
+
OverwhelmedSupervisors
What’s Wrong With Carrots & Sticks?What’s Wrong With Carrots & Sticks?
BribesSchedules
HoursLeads
PunishmentsNo incentives
Verbal/written warningsSuspensionsTermination
Work only for someDo not address causesMeet only company needsKeep HR very busyProductivity lost
Replacing Carrots & SticksReplacing Carrots and Sticks
Satisfy employee
needs in the workplace
Ask,don’t tell
Develop An Employee ProfileDevelop An Employee Profile
Strength of needs
Needs Wants
Coping options
Closegaps
Gaps
Prompt Employee For OptionsPrompt Employee For Options
Don’t Ask, Don’t Tell
Tell, Don’t Ask
Ask, Don’t Tell
Supervision MissionSupervision Mission
Learn allyou can
about your employees
Prompt employees
for solutions
Use information
to get a reality check
Close performance gaps
Overcoming ObstaclesOvercoming Obstacles
Sell it, Trial it, Watch Results
Further ReadingFurther Reading
“A-ha! Performance – Building and Managing a Self-Motivated Work Force” by Doug Walker
“Ultimate Question – Driving good Profits and True Growth” by Fred Reichhel
Armando Rancano, M.P.H.
(760) 992-9005