4. Proactive Management 4
Video: The Secret of Being Proactive
- Jefferson Santos
https://www.youtube.com/watch?v
=1pNC3jnq1YE
5. Proactive Management 5
Management Styles
React to Problems after they arise
Anticipate Problems and be ready
in advance
REACTIVE PROACTIVE
Being Proactive results in:
More Control
Increased Positive Resutls
Less Stressfull Work Environment
Strong & Lasting Relationships with Customers
7. Proactive Management 7
Reactive Leader
Is concerned about self first
Reacts to change / problems
Is tell oriented
Does not plan ahead
Avoides / Ignores Risks
Quick to punish for mistakes
Pessimist
Proactive Leader
Models Team Work & is concerned for
greater good
Predicts & influences change / problems
Is coatching oriented / Develops Team
Members
Focuses on planning ahead
Manages Risks
Helps Team Members to learn from
mistakes & improve
Confident & Optimistic
8. Proactive Management 8
Being Proactive:
LEARNING SKILL that you can develop and strengthen
LEARNING from one's own and other mistakes and successes
THINKING AHEAD: forseen problems and preparing yourself
Taking INITIATIVES / RISKS to make things happen
Being part of the SOLUTION, not part of the PROBLEM
Being POSITIVE and focused on things you have CONTROL over
Being a MODEL not a CRITIC
EXCEEDING EXPECTATIONS - not just meeting expectations
Moving
yourself
forward
SUCCESS
9. Proactive Management 9
REACTIVE LANGUAGE PROACTIVE LANGUAGE
There is nothing I can do There is got to be a way
That’s just the way I am I can choose a different approach
He makes me mad I control my own feelings
That’s how I found it I can improve it
They will not allow that I can create an effective presentation
I lost I learned
Things just happen I make things happen
10. Proactive Management 10
Tips for Proactive Management
These tips can PROMOTE PROACTIVE MANAGEMENT and promote an attitude
where potential issues are mitigated before they become real problems
Start taking steps to be AHEAD OF PROBLEMS instead of chasing them
1. Identify and Manage Tasks
By PRIORITIZING and DELEGATING tasks, you can quickly identify and make
sure that the proper attention is paid to each item on their “TO-DO LIST"
2. Document the Processes
Taking time to IDENTIFY and DOCUMENT PROCESSES validates that work is
being performed correctly and consistently
11. Proactive Management 11
Tips for Proactive Management
3. Identify and Manage Risk
Actively identify, analyze and mitigate risks before they turn into issues
4. Communicate
Always COMMUNICATE with your Team Members, provide positive
reinforcement in public, and if needed, retrain and punish in private
If your Team Members do not understand the goals, objectives and
expectations / requirements, they will not be able to identify and effectively
correct / prevent problems
12. Proactive Management 12
Tips for Proactive Management
5. Develop Team Members
By investing time in developing your Team Members, you become stronger
as a Team and produce better results. Improved overall performance
YOU ARE ONLY AS STRONG AS YOUR TEAM
6. Learn from Past Issues
By evaluating and reviewing problems / successes that have occurred in
the past, you can IDENTIFY the weaknesses / strengths of the company
It is very hard to implement good proactive management practices if you
first can not identify what types of problems / successes have arisen in the
past
13. Proactive Management 13
Tips for Proactive Management
7. Strive for Continuous Improvement
Having a CONTINUOUS IMPROVEMENT ATMOSPHERE promotes and
encourages the sharing of ideas for improved performance and is a great
approach for transitioning to a proactive management style
8. Build strong and lasting relationships with your Customers
By building a strong relationship with your Customers you are able to draw
on their knowledge and support the day you need it
Demonstrate that you are actively working to improve all aspects of the
service you provide on their behalf
14. Proactive Management 14
How to build strong and lasting relationships with your Customers
See things from THEIR POINT OF VIEW, understand their interests and
address their issues and concerns
Ask for FEEDBACK and verify that the services you provide match
their requirements and expectations
Make the Customers FEEL VALUED
Respond IMMEDIATELY to problems and requests
Communicate less by e-mails and more by phone
Face to Face Meetings
Be PROACTIVE (Think Ahead) - Make sure there are no negative surprises
15. Proactive Management 15
Exercise No.1
What is the most effective way to resolve problems?
E-mails
Talking Face to Face
Over the Phone
16. Proactive Management 16
VERY REACTIVE VERY PROACTIVE
Exercise No.2
In the -5 to +5 scale, mark how proactive you believe you are
How could you be more
PROACTIVE?
-5 -4 -3 -2 -1 0 1 2 3 4 5
17. Lessons Learned
17
“There is no better than adversity, every defeat,
every heartbreak, every loss, contains its own
seed, its own lesson on how to improve your
performance next time”
Malcom X
18. Lessons Learned 18
What is a Lessons Learned?
KNOWLEDGE gained by experience that has a significant impact for an
organization and should be taken into account for future use
CHANGE in personal or organization behavior as a result of learning from
experience
Positive
Experience
Negative
Experience
Knowledge
19. Lessons Learned 19
Lessons
Learned
Positive Result
Continue
Do this again
Negative Result
Stop
Don’t do this again
IMPACT
o Cost
o Time
o Quality
o Performance
o Company Reputation
+
Enhance
-
Correct
20. Lessons Learned 20
Benefits of Lessons Learned Process
Learn from our MISTAKES
Understand where PROBLEMS occur
Recognize SUCCESS and identify BEST PRACTICES
Retain ORGANIZATIONAL KNOWLEDGE
Reduce future RISKS
Improve our PERFORMANCE
Spending time on the Lessons Learned process is a wise INVESTMENT that
pays big returns on the overall performance of the company.
21. Lessons Learned 21
Lessons Capture Methods
All along the way –
through Daily Operation
Lessons Learned Meetings
Focus on issues that Operations
Department WILL FACE IN THE
FUTURE, rather than one-off issues
22. Lessons Learned 22
Lessons Learned Meeting
A formal Meeting that is attended by KEY MEMBERS of the Department,
where Lessons Learned are discussed and evaluated with the intention of
LEARNING FROM PAST EXPERIENCE AND IMPROVING future Departmental
activities / performance
A process where you:
DISCUSS
EVALUATE
DOCUMENT
Lessons
Learned
MORE OF THE SUCCESS THINGS
and
LESS OF THE UNSUCCESSFUL THINGS
23. Lessons Learned 23
Lessons Learned Register
Originator Date
What was the
problem /
success?
LL
Category
Impact
(+/-)
What aspects of
the Operation it
affected?
LL Priority
Level
(1-3)
How was it
solved?
What did we
learn from it for
future use
24. Lessons Learned 24
Exercise No.3
How do you think the Lessons Learned process shall be applied to
Operations Department?
Prepare the LESSONS LEARNED FLOWCHART
25. Lessons Learned 25
Exercise No.4
Identify, Categorize & Prioritize three (3) significant Lessons Learned that
should be taken into account for future use in the Operations Department
27. Risk Management 27
What is Risk?
The EFFECT OF UNCERTAINTY on the ability of an organisation to meet its
OBJECTIVES
Risk concerns FUTURE happenings
Risk is a potential event “IT MIGHT HAPPEN AND IT MIGHT NOT”
RISK
POSITIVE /
OPPORTUNITY
NEGATIVE /
THREATS
28. Risk Management 28
What is Risk Management?
The range of activities that an organisation intentionaly undertakes to
UNDERSTAND AND REDUCE these EFFECTS to meet its Objectives
Risk Management is part of the responsibilities of Management
Helps Management to make informed choices, prioritize actions and
distinguish among alternative courses of action
The GOAL of Risk Management is to:
Minimize Potential Negative Risks
Maximizing Potential Positive Risks
29. Risk Management 29
Benefits of Risk Management
Establishes a PROACTIVE CULTURE of improvement
The likelihood of achieving company OBJECTIVES is improved
Assures CONSISTENCY of quality of services
Improves CUSTOMER CONFIDENCE AND SATISFACTION
Risk Management process is focused on
PREVENTION
30. Risk Management 30
Identify Risks
Analyze &
Prioritize
Risks
Plan Actions
to address
Risks
Implement
the Plan –
Take Action
Monitor &
Control Risks
Risk Management Process
31. Risk Management 31
Risk Identification List of Potential Risks
Determining WHICH RISKS are likely to affect the company meeting its
objectives
Risk Analysis Prioratized Risk List by Criticality
PRIORITIZING RISKS based on their PROBABILITY and IMPACT of occurrence
The CRITICALITY OF RISK is based upon two parameters:
Risk Criticality = Severity (S) * Probability of Occurrence (O)
Severity (S) – this is the seriousness of the risk impact
Probability of Occurrence (O) – this is the probability that risk will occur
32. Risk Management 32
Risk Response Planning Risk Response Plans
Taking steps to ENHANCE OPPORTUNITIES and REDUCE THREATS to meeting
the organization objectives
Must be appropriate to the criticality of the Risk
Owned by a responsible person
Risk Monitoring And Control Risk Assessment
Monitoring identified and residual risks, identifying new risks, carrying out
Risk Response Plans, and evaluating the effectiveness of risk strategies
throughout the life of the project
34. Risk Management 34
Avoid the Risk
Avoiding the risk by DECIDING NOT TO START OR CONTINUE with the
activity that gives rise to the risk
e.g. Reducing SoW to avoid high risk activities, avoiding unreliable
Subcontractor, etc.
Mitigate the Risk
Reducing the IMPACT and PROBABILITY of the risk event to an acceptable
level
e.g. Recruiting additional people, focused training, close Supervision, etc.
Risk Response Strategies
35. Risk Management 35
Transfer the Risk
Contractually transfering the Risk and Loss exposure to a Third Party
e.g. Use of Insurance company, Subcontractor, etc.
Acceptance of Risk
Retaining the Risk and developing plans to cover the financial
concequances
e.g. Low Impact and Probability Risk
Risk Response Strategies
36. Risk Management 36
Exercise No.5
Implement the Risk Management process for two (2) potential Negative
Risks
38. Effective Meetings 38
What is a Meeting?
An act or process of coming together as an assembly for a COMMON
PURPOSE
A Delegation and Communication Management Tool
What is the Purpose of Meetings?
Make Decisions
Solve Problems
Follow up
Provide / Receive Information
Plan Something
40. Effective Meetings 40
During the Meeting
Start on Time - Finish on Time (aim for a maximum of 1 hour)
Stick to the Agenda - Keep the Meeting on Topic
Cover all Agenda Items
Clarify during Meeting if unsure
Keep MINUTES OF MEETING
Assign ACTION RESPONSIBILITIES and COMPLETION TARGET DATES
Repeat Action Items and Responsibilities at the end of the Meeting
Schedule next Meeting
41. Effective Meetings 41
Finalize
Minutes of
Meeting
Distribute
Minutes of
Meeting ASAP
File Minutes of
Meeting
Follow up on
Action Items
After the Meeting
The KEY is
in the
FOLLOW UP
42. Effective Meetings 42
To ensure an effective meeting, all participants should:
Undertake any necessary preparation prior to the Meeting
Arrive on time
Listen to the opinions of others
Be an active Participant not passive Observer
Cover all Agenda items
Avoid dominating the Meeting
Avoid conflict situations
Avoid side conversations which distract others
43. Effective Meetings 43
They capture the ESSENTIAL INFORMATION of a meeting
They are a TANGIBLE RECORD of the meeting for its participants and a
SOURCE OF INFORMATION for members who were unable to attend
They can SERVE TO NOTIFY (or remind) individuals of tasks assigned to
them and/or deadlines
Why Minutes of Meeting are important?
44. Effective Meetings 44
Date and Time of Meeting
Names of Meeting participants
Acceptance or corrections/amendments to previous meeting minutes
Decisions made about each AGENDA ITEM:
WHAT
WHO
WHEN
Record New Business
Next Meeting Date and Time
Minutes of Meeting include the following
Hold Team accountable with 3W Action Management
45. Effective Meetings 45
Don’t try to capture it all - Keep clear and simple minutes of meeting
Don’t include unnecessary information
Use standard template
Ask for clarification if necessary
If you need to refer to other documents, attach them in an appendix or
indicate where they may be found
Try to finailize and distribute the minutes as soon after the meeting as
possible while everything is fresh in your mind
File the minutes for future reference
Tips for Effective Minutes of Meeting