COMMUNITY TECHNOLOGY CENTER PASSAIC COUNTY COMMUNITY COLLEGE

Teacher: Lucia Gheorghiu

The art and science of managing people

Dr. Lucia Gheorghiu Dr. Lucia Gheorghiu

The Science of…Management Planning, Organizing, Staffing, Leading and Controlling the:

¾Human resources ¾Financial resources ¾Physical resources ¾Information to satisfy customers, accomplish goals, and maximize the Profit

Dr. Lucia Gheorghiu

The Science of…Management ¾Human resources ¾Staffing ¾Motivation ¾Conflict management ¾Leadership

Dr. Lucia Gheorghiu

Staffing Attracting

Retaining

Hiring

Staffing Training

Rewarding

Developing

Staffing

Efforts designed to attract, hire, train, develop, reward, and retain the people needed to accomplish an organization’s goals and promote job satisfaction

Dr. Lucia Gheorghiu

Staffing

The Staffing Process 1. Human resource planning

5. Training and development

2. Recruiting

6. Performance appraisal

3. Selection 7. Compensation

4. Orientation

8. Employment decisions

Dr. Lucia Gheorghiu

Staffing I

II

III

IV

V

VI VII VIII

Example of a job description

Job Identification Position Title: Customer Service Representative Department: Policyholders’ Service Effective Date: Function To resolve policyholders’ questions and make corresponding adjustments to policies if necessary after the policy is issued Scope (a) Internal (within department): Interacts with other members of the department in researching answers to problems (b) External (within company): Interacts with Policy Issue in regard to policy cancellations, Premium Accounting in regard to accounting procedures, and Accounting in regard to processing checks (c) External (outside company): Interacts with policyholders, to answer policy-related questions; client-company payroll departments, to resolve billing questions; and carriers, to modify policies Responsibilities The jobholder will be responsible for (a) Resolving policyholder inquiries about policies and coverage (b) Initiating changes in policies with carriers (at the request of the insured) (c) Adjusting in-house records as a result of approved changes (d) Corresponding with policyholders regarding changes requested (e) Reporting to the department manager any problems he or she is unable to resolve Authority Relationships (a) Reporting relationships: Reports to the manager of Policyholders’ Service (b) Supervisory relationship: None Equipment, Materials, and Machines Personal computer, calculator, and video display terminal Physical Conditions or Hazards 95 percent of the duties are performed sitting at either a desk or video display terminal Other Other duties as assigned Dr. Lucia Gheorghiu

Staffing

I

II III IV V

VI

Example of a job specification

Job Identification Position: File/Mail Clerk Department: Policyholders’ Service Effective Date: Education Minimum: High school or equivalent Experience Minimum: Six months of experience developing, monitoring, and maintaining a file system Skills Keyboarding skills: Must be able to set up own work and operate a computer. No minimum WPM. Special Requirements (a) Must be flexible to the demands of the organization for overtime and change in work load (b) Must be able to comply with previously established procedures (c) Must be tolerant of work requiring detailed accuracy (the work of monitoring file signouts and filing files, for example) (d) Must be able to apply systems knowledge (to anticipate the new procedures that a system change will require, for example) Behavioral Characteristics (a) Must have high level of initiative as demonstrated by the ability to recognize a problem, resolve it, and report it to the supervisor (b) Must have interpersonal skills as demonstrated by the ability to work as a team member and cooperate with other departments

Dr. Lucia Gheorghiu

Staffing

Employment application forms and interviews: Potentially discriminatory inquiries

Age?

Eyes?

Date of birth?

Hair color?

Arrests?

Fidelity bond?

Convictions (other than traffic violations)?

Friends or relatives?

Military record?

Garnishment record?

Available for Saturday or Sunday work?

Height?

Age and number of children?

Weight?

Arrangements for child care?

Maiden name?

Credit record?

Prior married name?

Own a car?

Widowed, divorced, separated?

Own a home?

Marital status? Sex?

NOTE: If certain information is needed for postemployment purposes, such as in the administration of affirmative action plans, the employer can obtain it after the applicant has been hired. Keep this data separate from data used in career advancement decisions.

Source: Illinois Department of Employment Security

Dr. Lucia Gheorghiu

Questions?

Discussions! Dr. Lucia Gheorghiu

Motivation

Challenge of Motivation

¾Morale ¾The attitude or feelings workers have about the organization and their total work life

¾Quality of Work Life (QWL) ¾Factors in the work environment contributing positively or negatively to workers’ physical and emotional well-being and job satisfaction • Enhances workers’ dignity • Improves physical and emotional well-being • Enhances the satisfaction of individual achievement Dr. Lucia Gheorghiu

Motivation

Herzberg’s Two-Factor Theory

Hygiene Factors

Maintenance factors that do not relate directly to a person’s actual work activity, but when of low quality are the cause of unhappiness on the job

Motivation Factors

The conditions, intrinsic to the job, that can lead to an individual’s job satisfaction

Hygiene Factors 9Salary 9Job security 9Working conditions 9Status 9Company policies 9Quality of technical supervision 9Quality of interpersonal relations

Motivation Factors

9Achievement 9Recognition 9Responsibility 9Advancement 9The work itself 9Possibility for personal development and growth Dr. Lucia Gheorghiu

Motivation

Managing for Motivation Treat people as individuals Create flexibility in work

Promote intrapreneurship

Offer support

Managing for Motivation

Redesign jobs Provide an effective reward system

Recognize and value diversity

Foster empowerment

Dr. Lucia Gheorghiu

Motivation

Providing an Effective Reward System ¾ Characteristics of an Effective Reward System ¾Rewards must satisfy the basic needs of all employees ¾Rewards must be comparable to those offered by competitive organizations in the same area ¾Rewards must be equally available to people in the same positions and be distributed fairly and equitably ¾The reward system must be multifaceted Dr. Lucia Gheorghiu

Motivation

Promoting Intrapreneurship

¾ Encourage action ¾ Use informal meetings whenever possible ¾ Tolerate failure and use it as a learning experience ¾ Be persistent ¾ Reward innovation for innovation’s sake

¾ Reward and/or promote innovative personnel ¾ Encourage people to go around red tape ¾ Eliminate rigid procedures ¾ Organize people into small teams to pursue future-oriented projects

¾ Plan physical layout to encourage informal communication Dr. Lucia Gheorghiu

Questions?

Discussions! Dr. Lucia Gheorghiu

Conflict Management

Positive and Negative Aspects of Conflict Dysfunctional Conflict

Conflict that limits the organization’s ability to achieve its objectives

Functional Conflict

Conflict that supports the objectives of the organization

Dr. Lucia Gheorghiu

Conflict Management

Sources of Conflict Competition

Differences in objectives

Breakdowns in communication

Disagree about individual approaches

Disagreement about work activities

Sources of Conflict

Difference in values, attitudes, and perceptions

Disagreement about role requirements

Dr. Lucia Gheorghiu

Conflict Management

Avoidance

Decision by a third party

Appeals to superordinate objectives

Confrontation

Smoothing

Conflict Strategies

Compromise

Collaboration

Dr. Lucia Gheorghiu

Questions?

Discussions! Dr. Lucia Gheorghiu

Leadership

Guide

Inspire others

Direct

Leadership Practices Persuade

Counsel

Coach

Dr. Lucia Gheorghiu

Leadership

Challenges Facing Leaders

¾ Leadership must: ¾ be exerted throughout an organization ¾ be capable of responding rapidly ¾ make difficult decisions

¾ How managers can become better leaders ¾ Make the effort to know oneself—values, needs, goals, ethics, strengths, and weaknesses ¾ Be adaptable and flexible; serve as a change agent ¾ Develop a servant-leader management philosophy that respects others, promotes self-improvement, and encourages others to do the same. Dr. Lucia Gheorghiu

Leadership

Tips for Team Leaders ¾Don’t be afraid to admit ignorance ¾Know when to intervene ¾Learn to truly share power ¾Worry about what you take on, not what you give up ¾Get used to learning the job Dr. Lucia Gheorghiu

Leadership

Effective leadership

TRAITS

SKILLS

Adaptable

Cleverness (intelligence)

Alert to social environment

Conceptual ability

Ambitious and achievement-oriented

Creativity

Assertive

Diplomacy and tact

Cooperative

Fluency in speaking

Decisive

Knowledge about the group task

Dependable

Organizational (administrative) ability

Dominant (desires to influence others)

Persuasiveness

Energetic (high activity level)

Social ability

Persistent Self-confident Tolerant of stress Willing to assume responsibility

Source: Leadership in Organizations, p. 70 by Gary Yukl. © 1981 by Prentice-Hall, Inc. Adapted with permission of Pearson Education, Inc., Upper Saddle River, NJ 97458.

Dr. Lucia Gheorghiu

Questions?

Discussions! Dr. Lucia Gheorghiu

Art ¾skill acquired by experience, study, or observation ¾art implies a personal, unanalyzable creative power

Dr. Lucia Gheorghiu

Art of Managing People ¾Skills ¾Learning skills ¾Interpersonal skills ¾Communication skills ¾Stress management skills

¾Personality - Values

Dr. Lucia Gheorghiu

How We Think Behave Results

Dr. Lucia Gheorghiu

Learning Skills ¾ Commitment to learning. ¾ The ability to identify needs and sources of learning. ¾ Continually seek new knowledge and understanding.

Dr. Lucia Gheorghiu

Interpersonal Skills ¾ The ability to interact effectively with colleagues, peers, clients, superiors… ¾ The ability to work with others. ¾ Strive for tolerance and integrity. ¾ Be able to deal effectively with cultural and ethnic diversity. ¾ Motivate others to achieve. ¾ Delegate. Dr. Lucia Gheorghiu

Communication Skills ¾ The ability to communicate ¾ Know your audience. effectively across language, ¾ Use correct grammar, accurate spelling and expression. cultural, and situational barriers. ¾ Write legibly. ¾ Listen actively. ¾ Maintain eye contact. ¾ Use non-verbal communication. ¾ Use communication technology effectively. ¾ Seek out and provide feedback for improving personal interaction. Dr. Lucia Gheorghiu

The American Management Association International’s Ten Commandments of good communication 1.

Clarify your ideas before communicating.

2.

Examine the true purpose of each communication.

3.

Consider the total physical and human setting whenever you communicate.

4.

Consult with others, when appropriate.

5.

Be mindful, while you communicate, of the overtones as well as the basic content of your message.

6.

Take the opportunity, when it arises, to convey something of help or value to the receiver.

7.

Follow up your communication.

8.

Communicate for yesterday and tomorrow as well as today.

9.

Be sure your actions support your communications.

10. Seek not only to be understood but to understand—be a good listener. Source: Adapted from “Ten Commandments of Good Communication,” Management Review (October 1955). © 1955 American Management Association International. Reprinted by permission of American Management Association International, New York. All rights reserved. Permission conveyed through the Dr. Lucia Gheorghiu Copyright Clearance Center.

Stress Management Skills ¾ Identify sources of stress and develop effective coping behavior. ¾ Seek assistance as needed. ¾ Maintain balance between professional and personal life. ¾ Prioritize multiple commitments. ¾ Respond calmly in urgent situations. ¾ Be tolerant. ¾ Maintain professional demeanor in all situations. Dr. Lucia Gheorghiu

Questions?

Discussions! Dr. Lucia Gheorghiu

Personality Individualistic Egalitarian Assertive Accurate Punctual Warm Optimal

Values yet yet yet yet yet yet yet

Restrained Respectful Sensitive Tactful Patient “Cool" Practical

Nonjudgmental

Source: Cornelius Grove & Willa Hallowell – The Seven Balancing Acts of Professional Behavior in the US

Dr. Lucia Gheorghiu

Individualistic - Restrained

¾ Independence ¾ “Freedom” ¾ Initiative

¾ Social and businessrelated expectations of others ¾ Comply with locally prevailing norms of behavior

Dr. Lucia Gheorghiu

Egalitarian - Respectful

¾ Friendly ¾ Informal

¾ Respect of power – roles and responsibilities at different hierarchical levels

Dr. Lucia Gheorghiu

Assertive - Sensitive Directness Self-confidence Self-assurance Interrupting others ¾ Talking only about yourself ¾ ¾ ¾ ¾

¾ Don’t be aggressive ¾ Don’t be arrogant, opinionated, dogmatic ¾ Be sensitive to others ¾ Listen

Dr. Lucia Gheorghiu

Accurate - Tactful

¾ ¾ ¾ ¾

Truthful Correct Precise Exact

¾ Without being harsh, embarrassing ¾ Be sensitive to the feelings and reputations of other

Dr. Lucia Gheorghiu

Punctual - Patient

¾ Everybody has a busy schedule ¾ Keep the deadlines

¾ Workloads and priorities

Dr. Lucia Gheorghiu

Warm – “Cool”

¾ Friendly ¾ Maintaining the appearance of positive regard towards others ¾ Caring

¾ Rational, objective, impersonal, free of emotional highs ¾ Agree to disagree ¾ Avoiding anger ¾ Take a break

Dr. Lucia Gheorghiu

Optimal - Practical

¾ Striving for perfection ¾ Self-improvement ¾ Value excellence

¾ Get things done in time and in budget

Dr. Lucia Gheorghiu

Nonjudgmental ¾In this era when people from many countries, cultural backgrounds, and ethnic groups are working together, and often at a distance from each other (as virtual teams), being nonjudgmental is more important than ever. ¾Be a diplomat. ¾Fallow the Golden Rule!!! Dr. Lucia Gheorghiu

Questions?

Discussions! Dr. Lucia Gheorghiu

Thank You! Dr. Lucia Gheorghiu