Master class management and leadership training

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Master class management and leadership training

  1. 1. MASTER CLASS MANAGEMENT AND LEADERSHIP TRAINING 1 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud
  2. 2. Management Skills Course Introduction Business will always need effective managers and effective management practices. If management is marginal, services and products will suffer. If management is exceptional, services and products will flourish. Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 2
  3. 3. LESSON 1 - HOW TO BE A GREAT MANAGER THROUGH STRONG LEADERSHIP :Introduction .Those who succeed in Management are Great Leaders As a leader you need to be proactive and creative. As a manager you need to be directive, action-oriented and responsive. You as a leader must get your organization to believe that the work and goals are worthwhile. As a manager, you need to make sure each individual has the skills necessary to achieve those goals. Quite simply, it takes a strong leader to get the group to see the big picture, and a great manager to get the individual to be a part of the big picture. Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 3
  4. 4. Five key points to Strong Leadership (thus a ( Great Manager 1-Develop trust and credibility. 2-Share the vision with absolute clarity. 3-Be there to help them succeed - Coaching, mentoring, communicating, and listening. 4-Make the decisions and be held accountable. 5-Keep it all under control and headed in the right direction. Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 4
  5. 5. Develop trust and-1 credibility When people trust you, they will be more inclined to follow you. Trust is based on the respect and . expectations of a leader these five traits will help guide you on the right path to .strong leadership HonestyIntegrityCompassionFairnessGood relationshipsWednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 5
  6. 6. Share the vision with absolute-2 . clarity Leaders need to share the vision of what they want their department to achieve. A way to see the dream come true is by charting successes, as well as failures. If the employees always know where they stand, they will know what part they played in achieving the vision. Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 6
  7. 7. Be there to help them succeed - Coaching,-3 . mentoring, communicating, and listening Great interpersonal skills are vital for a successful leader. You don’t lead by hiding behind your desk. Be out there and find the strengths and talents of your employees, and place them where they can shine. They need to know how their strengths serve the objectives. Show them the respect they deserve, and you have their interests at heart Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 7
  8. 8. Coaching Try and help them improve their skills to do their job better. Give them feedback on their performance with observations and give good advice. Use specific statements rather than general comments, whether good or . bad Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 8
  9. 9. Mentoring Help them understand what you are all about, guide them for a better chance of promotion, and have them learn about other aspects and . functions of the business Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 9
  10. 10. Communicating Clearly share your visions and goals, encourage individuals and groups, praise when praise is due, and take . the time for one-on-one meetings Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 10
  11. 11. Listening Let them share ideas, concerns, and know you are approachable and . caring Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 11
  12. 12. Make the decisions and be held-4 . accountable . Sift the data for facts and relevanceLook closely at the issue at hand while never. losing sight of the big picture . Talk to subject experts if neededDon’t make a decision too quickly unless. necessary Think about the cost-benefit for both short-. term and long-term Once a decision is made, do not be wishy-washy or unsure about yourself. You will be seen as a person who can be easily . persuaded with little confidence Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 12
  13. 13. Keep it all under control and-5 . headed in the right direction You, as leader and manager, need to focus on what’s most important related to the vision . and goals of the organization Everyone needs to have the same focus and direction you have Consistency is key to maintaining control and . keep things going in the right direction Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 13
  14. 14. Tips, Tricks & Secrets to Success in 101 Leadership and Management key principles that will help get you started right away to a successful management career Part 1 - Employee Interaction, which deals with .communication skills Part 2 - Professional Advice, which gives some tips .on running a department Part 3 - Personal Advice, which is focused on inner.self qualities Part 4 - Words of Wisdom, which contains some .gems to incorporate into your leadership style Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 14
  15. 15. Part 1 - Employee Interaction Tips 1 through 27 . Get them excited about a better future-1 . Make sure your employees listen to you-2 You define, and then let your employees- 3 . conquer Make it a point to personally meet with-4 .everyone in your department Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 15
  16. 16. Part 1 - Employee Interaction Tips 1 through 27 Motivating a group differs from that of-5 . motivating an individual When motivating, focus on the employee’s-6 . strengths and accomplishments Find the strong points and unlock the-7 . employee’s potential Keep your employees close, but your best-8 . employees even closer Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 16
  17. 17. Part 1 - Employee Interaction Tips 1 through 27 Be personable, and show you care about-9 . your employees as a person Open communication and honesty with the- 10 . team . Continually communicate-11 . Sometimes make them find the answer-. 12 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 17
  18. 18. Part 1 - Employee Interaction Tips 1 through 27 Make your employees believe that you are-13 in awe of their skills and that their work is . challenging . Praise when praise is due- 14 Do not be scared of your employees’-15 . success .Get the most out of recognition-16 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 18
  19. 19. Part 1 - Employee Interaction Tips 1 through 27 .Learn what makes them learn-17 . Always keep an “open door” policy-18 Always be open, flexible and-19 .approachable Do not rule by intimidation, but don’t-20 be intimidated Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 19
  20. 20. Part 1 - Employee Interaction Tips 1 through 27 .Develop a collaborative approach-21 You have to deal with conflict with-22 .confidence Have effective meetings. Communicating-23 .with upper management and to your staff .Stand behind your team-24 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 20
  21. 21. Part 1 - Employee Interaction Tips 1 through 27 .Empower your employees-25 . Get the most out of your employees-26 Help people grow their skills and develop-27 .their careers Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 21
  22. 22. Part 2 - Professional Advice - Tips 28 through 53 Make sure your employees are 100% clear-28 . on the objectives Analyze the problem; map out all possible-29 . answers, and then implement If possible, take your time on making the-. 30 . right decision . You need to be able to delegate-. 31 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 22
  23. 23. Part 2 - Professional Advice - Tips 28 through 53 . Know how to multitask and prioritize-. 32 Always be ready to react, embrace, and-. 33 . manage change Strong teams do not need to be-34 . micromanaged Know as much as possible of what your-35 . staff does daily Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 23
  24. 24. Part 2 - Professional Advice - Tips 28 through 53 . Have a clear cut organizational chart-36 Remember to think in terms of cost and-37 . results . Chart it out-38 Hire, then lead, then monitor, then reward,-39 . and finally retain the right people Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 24
  25. 25. Part 2 - Professional Advice - Tips 28 through 53 Brainstorm with key members of your-. 40 . department or fellow managers . Create an effective work environment-41 Follow the same process you expect your-42 . team to follow Keep upper management and financial-. 43 issues that are considered confidential to . yourself Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 25
  26. 26. Part 2 - Professional Advice - Tips 28 through 53 .Always be prepared for meetings-44 Post important information on the wall-45 using large-scale wall charts in clear view .for all to see Fully understand the goals of the-. 46 . company Fully understand what upper management-47 . wants from you Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 26
  27. 27. Part 2 - Professional Advice - Tips 28 through 53 .Under promise and over deliver-48 .Make and meet your deadlines-49 Have a good understanding of the basics of-50 . a business . Be able to report the statistics that matter-51 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 27
  28. 28. Part 2 - Professional Advice - Tips 28 through 53 Hold a meeting with all of your staff on the. 52 .first day The first few months on the job… Make- 53 sure you meet with key people within your .department Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 28
  29. 29. Part 3 - Personal Advice Tips 54 through 81 .Have a positive attitude. 54 Be passionate about the objectives and. 55 .organization . Be enthusiastic and optimistic. 56 Be self-assured yet humble with strong. 57 .character traits Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 29
  30. 30. Part 3 - Personal Advice Tips 54 through 81 .Have a high standard of excellence. 58 . Be ethically sound. 59 .Be friendly, but not their best friend. 60 . Be thick-skinned and ready to take risks. 61 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 30
  31. 31. Part 3 - Personal Advice - Tips 54 through 81 .Have a mental toughness. 62 . Be able to take criticism. 63 . Be empathetic. 64 .Keep a cool head-65 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 31
  32. 32. Part 3 - Personal Advice Tips 54 through 81 . Don’t lose your temper. 66 .Dress the part. 67 . Be on time to work and any appointments. 68 .Try not to leave early-69 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 32
  33. 33. Part 3 - Personal Advice Tips 54 through 81 .Try not to call out sick. 70 When there is manual work to be done,. 71 .help out Try not to gossip, be too goofy, or joke. 72 .around too much Be controlled and precise in your social-73 . interactions Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 33
  34. 34. Part 3 - Personal Advice Tips 54 through 81 .Act professional, even at parties. 74 .Take a break when needed. 75 Do what you say you are going to do as. 76 . soon as possible .Be emotionally stable. 77 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 34
  35. 35. Part 3 - Personal Advice Tips 54 through 81 . Don’t be defensive. 78 Never talk negatively about customers or. 79 . other departments .Never backstab anyone, ever. 80 Try being a leader outside of the work-81 .place Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 35
  36. 36. Part 4 - Words of Wisdom Tips 82 through 101 . Have confidence in yourself. 82 Act the way you want others to act, walk. 83 the walk you talk, lead by example, practice . what you preach, etc . Honesty and integrity is key. 84 Emulate a person who you truly respect as. 85 . a leader Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 36
  37. 37. Part 4 - Words of Wisdom Tips 82 through 101 .Listen more than talk. 86 . Take chances and do not limit yourself. 87 . Make great impressions from day one. 88 . Say less and you will get more. 89 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 37
  38. 38. Part 4 - Words of Wisdom Tips 82 through 101 Make sure the team sees you as a. 90 .knowledgeable and dependable leader .Work smarter, not harder. 91 .Always follow the Golden Rule. 92 .Think like it’s a perfect world. 94 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 38
  39. 39. Part 4 - Words of Wisdom Tips 82 through 101 .Never let them see you sweat. 95 Be straightforward and always look them. 96 .straight in the eyes .Always bite your tongue. 98 Learn from your mistakes, but don’t be. 99 . affected by them Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 39
  40. 40. Part 4 - Words of Wisdom Tips 82 through 101 Giving up or not trying is the only. 100 . failure .don't ignore your intuitiveness- 101 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 40
  41. 41. Quick Lesson Summary To be a great manager, you need to be a strong leader. Management skills pertain to finding ways to achieve the goals that the leader inspired the team to .obtain Leadership is about sharing a vision in which people .· will want to follow to reach the goal One of the key elements in effective leadership is to never become complacent with the business model, no matter how sound and well crafted. Effective leadership demands a delicate balance between sensitivity and authority. They are never 100% . satisfied as there is always room for improvement Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 41
  42. 42. Quick Lesson Summary Five key points to strong leadership are when your :employees Trust you and know that you are looking out for the good of .all Share in your vision and want to achieve the same goals Know that you will do your all to help them succeed Are confident in your decisions Know that you have everything under control and that the .future looks bright THE END LESSON -1 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 42
  43. 43. Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 43
  44. 44. – LESSON 2 HOW TO MANAGE AND ORGANIZE YOUR DEPARTMENT TO MEET THE GOALS 44 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud
  45. 45. : Introduction Managers need to plan and guide the work .for their employees In order to accomplish the goals desired, you will need to have a good strategic and tactical plan. You will need a basic roadmap on where you are now, and where you are going. You would also need to determine the best way on how to get from point A to point B. Finally, you would need to make sure you have .the means to get to your final destination Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 45
  46. 46. The 7-S Model and how it can help  improve your organization It is the seven key elements of an organization that are critical to understand its effectiveness. These seven elements are: Strategy, Structure, Systems, Shared Values, Style, Staff, and Skills. The beauty of the 7-S model is that it can be used in a wide variety of :situations such as .A diagnostic tool for an ineffective organization -1 .Improve the performance of a company -2 .Guides organizational changes-3 Align departments and processes during a merger or -4 .acquisition Determine how best to implement a proposed-5 .strategy Combines rational and hard elements with emotional -6 and soft elements Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 46
  47. 47. :Strategy Refers to the plan or route-map to maintain competitive advantage. What is your plan for the future? How do you intend to ? achieve the objectives Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 47
  48. 48. :Structure Refers to the framework in which the activities of the organization’s members are coordinated. A key function of structure is to focus employees’ attention on what needs to get done by defining the work they do and whom they should be working with. How is ? the organizational structure designed right now Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 48
  49. 49. : Systems Refers to the day-to-day processes and procedures. Having effective systems helps . reduce redundancy and streamlines process Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 49
  50. 50. :Shared Values also known as Super ordinate goals): Refers ) to the guiding principles of the organization. These are the core values of the company and your department Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 50
  51. 51. : Style Refers to the leadership approach and the organizations overall operating approach Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 51
  52. 52. : Staff Refers to the staff levels and how people are hired, developed, trained, socialized, integrated, and ultimately how their careers are managed Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 52
  53. 53. : Skills Refers to the distinctive competencies of people within the organization. What skills have you been hiring for? What skills do you need? What skills will you need in 1 or ? 2 years from now Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 53
  54. 54. Manage your Department to its  Optimum in 10 steps Here are the 10 steps to plan and build your department to its :optimum to meet the goals Step 1 - Determine your part in the company’s goals and objectives Step 2 - Absolutely know what’s expected of you as manager Step 3 - Fully know the company's products, services, and systems used to support them Step 4 - Establish goals and objectives for your department Step 5 - Strategize, plan and structure to meet the objective Step 6 - Get the right people you need to meet the objective Step 7 - Get the right materials to get the job done right Step 8 - Get your staff all of the training it needs Step 9 - Organize it all to put the plan into effect Step 10 - Monitor and control it all to keep it running smoothly Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 54
  55. 55. Step 1 – Determine your part in the company’s  goals and objectives The company’s goals and objectives will be filtered down to all. 1 department managers, most likely while in meetings with upper .management Department managers will take their part of the plan and fully . 2 . understand the goals and objectives . A timeline to achieve these goals would need to be put into place . 3 The department manager will create the projects and tasks. 4 associated with the plan and clearly state the goals and objectives .to their employees. Training is given and processes are created .The project is monitored to ensure quality and maintain focus. 5 The manager reacts to any problem with the process as soon as . .possible Status reports and updates are given to upper management. 6 7 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 55
  56. 56. Step 2 – Absolutely know what’s  expected of you as manager You need to know exactly what it is upper management . expects from you In order to achieve and even surpass expectations, you will always need a good solid plan that is well . understood by all You need to make sure the setup and flow of the .department works in efficiency and harmony Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 56
  57. 57. Step 3 – Fully know the company’s products,  services, and systems used to support them You have to know the company’s products A good product is an entity that meets all quality · standards. Products that are flawed are considered of low quality. This is a problem for both the customer and the company employees who have to .support the product A good service is complete satisfaction from the · customer’s point of view with the quality of the company’s help and action taken. Service that is bad is considered of low quality customer interaction. Bad service can also be related to numerous outages from service providing entities .such as your electric or Internet service Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 57
  58. 58. Step 4 – Establish goals and objectives  for your department As manager, you need to determine how the goals and objectives for your department are set Here is a list of some typical goals and objectives that are common within a business that you might have :to face as a manager Improve customer satisfaction-1 Reduce churn rate (customers who no longer use your service,-2 (product, etc Prepare for a new product launch-3 Improve project management-4 (Reduce attrition rate (employees leaving the company -5 Reduce product defects-6 Reduce service outages-7 Reduce hold times-8 Reduce costs, and increase profits-9 Coordinate efforts on acquiring another company-10 Outsource specific projects-11 Expand operations-12 Improve product delivery time-13 Improve order delivery time-14 Implement new (or upgrade) your company’s information systems-15 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 58 ,such as an inventory database
  59. 59. Step 5 – Strategize, plan and  structure to meet the objective A general goal might be to answer calls. quickly. A specific goal would be to answer all calls . in an average of 30 seconds Calls are answered in an average of 30 seconds · Abandon rate needs to be under 3%· Repeat cases needs to be under 5%· • MTTR (Mean Time To Repair – which is the· • average time it took to open, troubleshoot and close the case) needs to be under 90 minutes Customer Satisfaction surveys of all customers · polled within your department needs to be 95% or greater • Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 59
  60. 60. Step 6 – Get the right people you need to meet the objective It’s pretty obvious that you need to have good people to do a good job Step 6 is probably the most important step in this lesson. It really is all about the people within your organization who truly make a difference. Your job as manager is so much easier when you’re .surrounded by nothing but the best people Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 60
  61. 61. Step 7 – Get the right materials to  get the job done right You need to make sure your staff has all the tools it needs to get the job done right such as efficient equipment, materials, and supplies Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 61
  62. 62. Step 8 – Get your staff all of the training it needs Before anyone can do anything, they need to know how to do it Here are 20 training ideas that could pertain to your :department Work with one of your most knowledgeable -1 employees to develop a training process and procedure manual Set up weekly training sessions for the supervisor or -2 lead to go over training issues that popped up . during the week with their staff Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 62
  63. 63. training ideas that could pertain to 20 :your department Find online training programs such as technical schools that -3 your staff can take. Put aside some time during the day . or even pay overtime for after hours study at home .” Have a “Lunch and Learn-4 Find a webinar or workshop that specializes in the subject -5 matter. It can be viewed either in house or at a yearly . retreat type of event Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 63
  64. 64. training ideas that could pertain to 20 your department You might find someone who can benefit from some one-on- -6 one mentoring. A gesture like this goes a long way not .to mention builds morale and shows leadership Take the time to get with your staff to discuss the optimal -7 . training they would like to receive If it is within the budget, offer a company paid tuition to a -8 local college. This is a huge motivational and retaining . tool to use Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 64
  65. 65. training ideas that could pertain to 20 your department Try to relate the training to something they already know -9 and are confident doing. It is easier to learn something .new when you can relate it to what you already know Training should be as visual as possible with true hands on -10 participation. They need to actually perform the tasks . they are being taught Make sure your boss or upper management shows their-11 excitement towards this training amongst your employees. This will generate more enthusiasm and .determination Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 65
  66. 66. training ideas that could pertain to 20 your department Make sure they are motivated and want to learn -12 Keep the training area away from any office or factory-13 related noise and commotion . Make sure you take a quick break after each main subject-14 It is ok to do repetitive training if it is needed-15 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 66
  67. 67. training ideas that could pertain to 20 your department If anyone cannot make the training, ask one of the -16 .employees who took the training to train other During the training seminar, make sure to discuss how the -17 material being taught applies to real life scenarios. If there are good examples to use, this would be a great .time to discuss If you cannot set up a training course or provide online-18 training, you can always purchase business books for the employees Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 67
  68. 68. training ideas that could pertain to 20 your department . Set up a buddy system-19 Puts the less experienced employee at ease by not showing off and is humble with stories about when they first started .out Asks what the person knows or does not know about the. training subject Covers the main objectives and goals including how their job . relates to the big picture Motivates and creates excitement. This is a time for positive .interaction, not negative opinion Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 68
  69. 69. training ideas that could pertain to 20 your department . Set up a buddy system-19 .Clearly goes over the workflow both visually and in theory . Makes sure the less experienced person performs the tasksSets up a post meeting, and if necessary another trainingsession, to make sure all is good Training is an ongoing commitment you need to make to-20 your team. You need to always keep on top of any training needs. Always remember, “The more you train, the more .” they retain Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 69
  70. 70. Step 9 – Organize it all to put the  plan into effect By deciding and planning correctly, your staff will understand what is expected of them and their place . within the organization Utilize your resources to their optimal performance -1 Look at all the possible scenarios and make sure there -2 .are clear benefits to each decision When in doubt map it out. That is what the white-3 board is for and you should use it whenever possible. Visually looking at possible structure .changes makes things so much easier Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 70
  71. 71. Step 9 – Organize it all to put the  plan into effect Hold daily meetings with your supervisors to make -4 sure the plan will work as good in real life as it looks . on paper Make sure you get your employees suggestions, as -5 they are the ones in the trenches who really know . which processes work and which don’t : Point to keep in mind You always want to keep your boss informed before making any changes or implementing any plans. By giving well-documented processes, procedures, and laid out plans, you will look good as well as make your boss look good. Upper management expects this type of detail to achieve success from you, the . manager Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 71
  72. 72. Step 10 – Monitor and control it all to  keep it running smoothly Now that you have the department in order, everyone is trained and happy, and you have all of your processes and procedures in place, the best way to determine how things are going is through reports .and feedback Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 72
  73. 73. Quick Lesson Summary You need a solid plan and the methods needed to -1 . succeed to obtain the goals and objectives You need to make sure both you and your employees -2 fully understand the mission, goals, company products, what is expected of them, and what is . expected of you Carefully analyze all aspects within your department -3 before making any changes. Get with key members .of your staff and discuss all options You need to get the right people to do the right-4 job. You might need to reassign them for optimal .performance You need to set up a timeline whenever a major -5 project, task, or structuring takes place. The shortterm plans must coincide with the long-term .objective You need to provide the right materials and training. A lack -6 .of materials and training will result in a lack of efficiency Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 73
  74. 74. The end LESSON 2 MASTER CLASS MANAGEMENT Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 74
  75. 75. LESSON 3 HOW TO MANAGE YOUR EMPLOYEES AND BUILD A STRONG TEAM Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 75
  76. 76. Introduction:  Get the most out of your  employees including working as a team The definition of a team is a group of individuals who clearly know what is expected of them both individually and as a . whole Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 76
  77. 77. Shape the individual and build the  team in 5 steps Create and Develop a strong team with solid-1 expectations Motivate Professionally and with respect-2 Recognize and Praise great work-3 Evaluate and Appraise employee-4 performance Compensate and Reward a job well done-5 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 77
  78. 78. Step 1 - Create and Develop a strong  team with solid expectations . Make sure the team is set and ready to go-1 . Start off with a fresh approach-2 Create a one or two paragraph mission-3 . statement Periodically walk around the department-4 . Periodically hold team meetings-5 Make sure everyone is fully trained and has-6 . what they need Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 78
  79. 79. Step 1 - Create and Develop a strong team  with solid expectations . Teach them how to work as a team-7 Show how the goals of the team tie into the -8 . organizational goals . Make their opinions count and always follow up -9 . Support the differing strengths of your teammates -10 . Sometimes let the team decide-11 Make sure your team members are not afraid to -12 . speak up .Make sure everyone understands what is expected -13 . Demand the needed attention to detail-14 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 79
  80. 80. Step 1 - Create and Develop a strong  team with solid expectations Stress that the customer is right, no matter-15 ..how wrong they are Try to curb any negativity about customers-16 . or other departments They should act as if a camera is filming-17 . them They should act like they are Ambassadors-18 . for the company . Team Building is not a one-time activity-19 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 80
  81. 81. :Points to keep in mind Strong teams do need to be-1 . micromanaged not . Make sure you know what they know-2 . Balance is key-3 . Project teams within a team-4 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 81
  82. 82. Step 2 – Motivate Professionally and with respect To motivate you need to be positive, honest, . encouraging and direct :They are motivated in different ways By the actual work they perform-1 Their pay-2 The work environment--3 A helpful manager when needed-4 Not micromanaged when all is under control-5 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 82
  83. 83. other ways in which to motivate 23 :professionally and with respect Be a solid leader-1 Give clear instructions-2 Show how much you value everyone in your-3 . department . Help people grow-4 Encourage your employees to recognize each-5 . other for great work Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 83
  84. 84. other ways in which to 23 motivate professionally and :with respect . Motivate by building their confidence-6 Motivate the already confident by listening-7 . and discussing triumphs . Show the team you truly care-8 . Stress their importance to the company-9 Create more interesting and admirable job-10 . titles Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 84
  85. 85. other ways in which to 23 motivate professionally and :with respect . Do not rule by intimidation-11 . Don’t raise your voice-12 . Don’t penalize them for doing their best-13 Focus on their strengths and try to work-14 . around their weaknesses Really, really motivate your favorites-15 Continually train and keep your department-16 . up to speed Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 85
  86. 86. other ways in which to 23 motivate professionally and :with respect Make the environment for the employees as-17 .nice as possible Motivate the good workers by disciplining-18 . the bad . Make your positive attitude seen-19 . Don’t let them burn out-20 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 86
  87. 87. other ways in which to 23 motivate professionally and :with respect . Have some fun-21 Buy Cokes, donuts, bagels, pizza, etc for the-22 . team periodically The Management team cooks a barbeque-23 .for all the staff Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 87
  88. 88. :Point to keep in mind When you hit a plateau… There will be times-1 when your department does great for so long that the challenge is no longer there Ask a few of your most trusted employees-2 what truly motivates the team Hire nothing but the best people-3 . Don’t forget the people out of sight-4 . Again, do not micromanage-5 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 88
  89. 89. Step 3 - Recognize and Praise great work Here are 12 ways to recognize and praise your staff in a :professional and dignified way Don’t hesitate to acknowledge the good-1 . things .Praise in public- 2 Don’t publicly praise an individual on a team-3 .related effort Post the results on the wall in big letters and-4 . in clear view for all to see Make it publicly known when there is-5 something positive to share about an employee Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 89
  90. 90. Step 3 - Recognize and Praise great work Here are 12 ways to recognize and praise your staff in a :professional and dignified way Create a storyboard on the wall to show-6 motivational achievements .Recognize and praise quickly-7 Give Praise, recognition and positive-8 feedback on what means the most to the .individual and team Admiration of a person’s skill is a show of-9 respect and recognition Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 90
  91. 91. Step 3 - Recognize and Praise great work Here are 12 ways to recognize and praise your staff in a :professional and dignified way Go into detail regarding the recognition-10 Write a letter, forward the e-mail, or write-11 . the e-mail yourself Have someone in upper management take-12 the time to acknowledge the individual or . team Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 91
  92. 92. : Points to keep in mind The effect of giving praise is a very-1 . powerful and productive tool Don’t start with praising, and end-2 with a lecture . Praise when praise is truly due-3 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 92
  93. 93. Step 4 - Evaluate and Appraise employee performance In general, most appraisals cover the set goals and :objectives including Volume or production levelsThoroughness and attention to detailAccuracyAttitudeTeamworkAttendance and punctualityCorporate valuesFuture goalsand Final notes- Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 93
  94. 94. here are 19 valuable tips to think about :when performing employee evaluations Evaluations keep a written record to support pay -1 .increases In most cases evaluations have a set of core job -2 .objectives and corporate values Appraisals, at the very least, lets the employee know -3 that someone at work is thinking about their job performance Hopefully because you have managed the department -4 so well .Be sure your supervisors also follow these guidelines -5 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 94
  95. 95. here are 19 valuable tips to think about when performing employee :evaluations If you expect or anticipate complications with a -6 …particular employee performance review If you have an employee who is performing below -7 …expectations Whatever you do, make sure you complete the -8 .performance appraisals on time It is better to focus on the positive rather than the -9 .negative Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 95
  96. 96. here are 19 valuable tips to think about when performing employee :evaluations When discussing appraisals, be sure to tailor each -10 one to each person’s personality .Make an outline of the significant items to cover -11 It’s a “bit of an art” to encourage someone with poor -12 .performance .Do not compare the employee to other employees -13 Encourage open communication-14 Treat each appraisal with the same mindset and -15 professionalism of a job interview Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 96
  97. 97. here are 19 valuable tips to think about when performing employee :evaluations Stay on track and keep to the specifics-16 Focus on the significance of each success and -17 .failure Always make sure the employee leaves knowing -18 what is expected in the future Always be sure you did everything you could before -19 terminating an employee based on the performance .  appraisal Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 97
  98. 98. :Points to keep in mind If you have an employee who is disruptive, has a bad -1 attitude, or is a “bad apple…” you need to deal with the  . person as soon as possible Measure the goals and show proof-2 Make sure they feel accountable and take -3 responsibility for their work …Lets face it; it’s mostly about the money -4 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 98
  99. 99. Step 5 - Compensate and Reward a job well done Here are 16 ideas for you to incorporate regarding  :compensation and other rewards .Try to pay them what they are worth-1 A raise based on the Employee-2 .Appraisal/Performance Review Promotion is the reward-. 3 Try to have the power to give on the spot-4 raises Do your research when it comes to-5 .  requested increases in pay Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 99
  100. 100. ideas for you to incorporate 16 regarding compensation and other  :rewards Give small gifts such as movie tickets-6 Employee of the week parking space-7 .Move the person to a better office or desk-8 . Bonus for hitting the goals-9 . Paid time off and unpaid leaves-10 Awards such as plaques, trophies, or-11 .certificates Employee points used towards company-12 . provided gifts Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 100
  101. 101. ideas for you to incorporate 16 regarding compensation and other  :rewards Annual recognition banquet held for award-13 events and ceremonies such as employee of  the year Make sure to reward as quickly as the-14 .   achievement was accomplished .   Match the award with the person-15 The reward should compliment the-16 .   achievement Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 101
  102. 102. :Points to keep in mind Reward programs require a lot of planning-1  and preparation  Don’t make rewarding predictable-2  Do not reward if the goal was not achieved-3 When it comes to compensation you need to-4 .   be careful  You will have your favorite employees-5 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 102
  103. 103.  Managing Different Personalities Here are some ways to deal with different personality :traits The “Considerate” are nice, calm, and like to think -1 .things through The “Aggressive” likes to take control and do things -2 .   quickly The “Analyst” will always try to find flaws in the -3 .   system The “Sensitive” takes any type of confrontation too -4 . personally The “Talkative” tend to be more feelings oriented and -5 will show more emotion, whether positive or .        negative Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 103
  104. 104.  Managing Different Personalities The “Brainiac” will use knowledge and-6 .   sarcasm to get what they want The “Quiet” is one who very rarely talks at-7 meetings, seems to have low self-esteem, and is continually sub-conscious of their .   actions The “Results-Driven” tend to focus solely on-8 targeted metrics but sometimes lose focus . on the big picture The “Loner” just wants to do the job and not-9 get involved with company picnics, break room conversations, or any non-work .     related subjects Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 104
  105. 105.  Managing Different Personalities The “Overly-Confident” feels like they know-10 .  everything and can do no wrong The “Curmudgeon” thinks of everyone but-11 them self as incompetent, and does not take .   supervision well The “Mean-Spirited” makes it known that-12 they are not happy with work or the people . around them .    The “Bad Attitude” is a major problem-13 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 105
  106. 106.  – LESSON 4 HOW TO HIRE & RETAIN THE RIGHT PEOPLE Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 106
  107. 107. Introduction The goal is to hire and keep the best people The most important aspect when looking to hire someone is to have the mindset to hire and retain the best and right person for the job. Try to recruit people who will thrive .under your management approach Be patient when you are hiring, and whatever .you do, don’t just hire for hiring’s sake This lesson will show you valuable information and ideas to use during the interview and hiring stage. There will also be some ideas and ways keep them in your company for a .long time    Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 107
  108. 108. Creating the right job description to find the right person You need to create a job description You need .to define the right job responsibilities Items that should be on the job description-:are General Description: Basic overview of what-1 .you are looking for in a candidate Primary Job Functions: Brief description of-2 .the type of work performed Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 108
  109. 109. Items that should be on the :job description are Required skills: The “must have” would be-3 on top, the “should have” in the middle, and .“nice to have” at the bottom Desired skills: This would be skills you wish-4 the applicant had, but not absolutely .necessary Experience: Type of work experience the-5 applicant must have, and the amount of .years doing this type of work Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 109
  110. 110. Items that should be on the :job description are Education: Needed or desired. This can be-6 anything from technical certification to a .master’s degree .Work status: Full or part time-7 Travel: Enter a percentage if there is any-8 .travel associated with the position Reporting: The positions direct report. It-9 .might be you or one of your supervisors Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 110
  111. 111. How to find the right person   ( Online job finder (minimal cost-1 Post on the company’s website  (none to very 2 ( minimal cost ( Newspaper ad (minimal cost-3 ( Recruiter or Headhunter (medium to high cost-4 (Networking (none to very minimal cost-5 College or trade school bulletin board (none to 6 (. very minimal cost ( Employment agency (medium cost-7 ( Radio or TV advertising (medium to high cost-8 ( Temp (Temporary) agency (low to medium cost-9 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 111
  112. 112. What to look for in an interviewee   When screening and reviewing resumes you : will develop a quick eye for Key phrases·          Acronyms·          Familiar companies in the genre of your·          company Over qualified or under qualified·          Bounces around a lot·          Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 112
  113. 113. Here are 16 things to look for when interviewing and evaluating a person to :join your company .Natural talent.      1 What the person has really done in.      2 .   previous jobs Knowledge of your industry or product.      3 . without going off track Emphasis on a great education and hoping.      4 .you do not notice the lack of experience How long they spent at each job based on.      5   .  their application and resume Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 113
  114. 114. Here are 16 things to look for when interviewing and evaluating a person to :join your company Are they over qualified and only applying.      6 because of a slow economy and high unemployment? This employee, although qualified, might be desperate for a job. They might leave the moment something better .comes along A nice and good personality. Remember      .7 this adage, “You can train a nice person to become skilled, but you can’t train a skilled .” person to become nice Integrity and honesty with a strong work. 8 .ethic .Comfortable eye contact. 9 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 114
  115. 115. Here are 16 things to look for when interviewing and evaluating a person to :join your company Nervous mannerisms showing they have.  10 .something to hide Someone who can articulate clearly and.  11 .speaks well .Excellent attendance and dependability.  12 They way they are dressed. A dirty look.  13 .says a lot about their personality A person with a team attitude who will fit.  14 in with the rest of the team. Think about how much energy will this person bring in to  the department Someone who wants to go the “extra mile”.  15 .to ensure top customer satisfaction Someone who looks like they will.  16 appreciate the job and opportunity and will .have fun at work Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 115
  116. 116. Job interview questions to ask Here are 14 questions you can ask  .during the live interview  Ask about their experience-1  Ask about their education-2  Ask about their skills-3 Look at the application and review the salary-4 range at their previous or current .   employment Ask a couple of questions to see if there-5 might be some potential conflict or attitude . issues down the road Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 116
  117. 117. Here are 14 questions you can .ask during the live interview Ask what they liked the most about their last-6 .   job  Ask what they least liked about their last job-7 Ask about the best praise or recognition-8 .they’ve received and what made it so good Ask about their greatest strengths and-9  weaknesses Ask what is the best way they learn and-10 when in their career did they learn the most and why Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 117
  118. 118. Here are 14 questions you can ask during the live interview Can they multitask and perform well under-11 pressure? Give a few different scenarios .   related to the position ?   Are they a team player and will they fit in-12 What makes them feel they are more-13 ?  qualified than the next person If you have a company website with your-14 product line, you can ask them if they went   .  to the website before the interview Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 118
  119. 119. Don’t be surprised if you get questions asked from the interviewee ..Here are a couple of questions that if :asked, should be considered dubious ?When can they take a vacation and for how long -1 Will they get paid if they take off the day before or -2 ?day after a holiday ?Is working overtime mandatory-3 ? Is working on the weekends mandatory-4 ?Can they only work the hours that are required -5 ?If it is slow, can they leave early-6 ?When will they be promoted-7 How long do they have to work in your department -8 ?before they can transfer to another department ?When will they get a raise-9 ?How late can they be before it is considered a tardy -10 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 119
  120. 120. Questions you should not ask You need to be familiar with topics that are not permissible as interview questions to avoid possible discrimination lawsuits. Examples would be race, ethnicity, gender, religion, age, health, illness, disabilities, and national origin. Stay away from all questions and conversation that is not related to the job unless they are just some nice pleasantries like hobbies or the weather Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 120
  121. 121. *Checking their references ?How much should you pay* Making the final offer* Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 121
  122. 122. Employee on-boarding and orientation process   Here are 10 tips to use whenever dealing with :the new employee Gladly welcome the employee the·          moment they arrive. Shake their hand with .a hearty welcoming tone Chances are they will be nervous and·          already stressed by filling out all of the new hire forms with HR. Offer a cup of coffee or .something to help make them feel at ease Walk the employee around the building,·          and introduce the new hire to your staff as a welcomed addition to the team and .company Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 122
  123. 123. Here are 10 tips to use whenever :dealing with the new employee Give a brief history of the company and·          where you feel you’re headed. Explain how it works, described the products and/or services you provide, talk about the .competition, etc Go over the department and company’s·          . goals and objectives Go over the job functions and·          .responsibilities Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 123
  124. 124. Here are 10 tips to use whenever dealing with the :new employee Give absolute clear expectations of the·          employee’s role in your department and company Cover any rules or regulations that HR·          did not cover. This includes any safety . policies and procedures Talk about the schedule, the person or·          people who will be doing the training, .  seating and computer arrangements, etc Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 124
  125. 125. Here are 10 tips to use whenever dealing with the :new employee Make sure a positive and welcoming·          feeling has been established, and shake the employee’s hand with a sense of value and .ensuring confidence Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 125
  126. 126. Employee Retention These 16 specific actions will help you with recruiting and retaining all the talent you : need Be known as a great company to work-      1 .   for  Be known as a great boss to work for-      2  Always provide the right tools and training-3 .Continue to promote the best-     4 .   Pay better than the competition-5 Use your influence to have, and keep, the-6     best benefits package Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 126
  127. 127. These 16 specific actions will help you with recruiting and retaining all the :talent you need .Have a company bonus plan.      7 .  Offer stock options.      8 Offer tuition reimbursement.      9 . Competitive vacation package.  10 .  Provide cross training.  11   .  Inspire employee feedback.  12    Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 127
  128. 128. These 16 specific actions will help you with recruiting and retaining all the :talent you need Parity amongst departments.  13 . Do not rule by intimidation.  14 .  Keep to your commitments.  15 Make sure they feel like they.  16 are part of the “in crowd.” Treat your employees like they are special and that working for you   .  is cool Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 128
  129. 129. THE  END LESSON  4 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 129
  130. 130. LESSON 5   HOW TO DEAL WITH  CONFLICT, PROBLEMS,  DIFFICULT EMPLOYEES    AND FIRING 130 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud
  131. 131. Introduction: The toughest part of …the job You, as manager, need  to do your best to make sure your department is running like a well oiled “team-machine” as discussed in lesson 3. However, just when you think everything is going along smoothly and under control, the inevitable conflicts, disagreements, and differences of opinion start to escalate, and harmony within the .  team is disrupted Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 131
  132. 132. Dealing with Conflict :Examples of conflict are   A personal problem with two or more-1 .   people AAsking for sexual favors in return for providing a raise, promotion, etc. (Quid pro (.quo BWhat a woman perceives as a hostile environment like unwanted touching, pin-up calendars, sexual jokes, sexual comments, . leering, inappropriate photos, etc Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 132
  133. 133. :Examples of conflict are A perception of one working harder than-         2 .the other One person blaming another for past-         3 .mistakes Rebellious jealousy because it looks like-        4 .you are playing favorites Not happy or thinks it’s unfair with the-        5 .type of work assigned to them Personality clash-        6 Disagreements-     7 .   Inappropriate dress for work-     8 . Personal hygiene      9 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 133
  134. 134. Determine the type of .  conflict and the severity Here are three questions to determine the type and the actions you should take based :on the severity of the conflict Is the conflict an issue that is shared by all-1 on the team?( such as problems with the (processes and procedures   ?Is the conflict due to one individual-2   (dress code issue -hygiene issue -not happy) Is the conflict pertaining to more than one-3 individual based on personal issues,    ?personality clashes, disagreements, etc Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 134
  135. 135. conflict examples between two or more :people  Friendship problems-1 Personality clash, differences in life styles,-2  different beliefs and values, etc  Disagreements or mixed expectations-3 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 135
  136. 136. Steps to take when dealing with :conflict  Counsel and Verbal warning-1 Written warning, suspension or-2 :   termination  :Always remember that you should be*  Well prepared Non-judgmental!!!   Documenting everything- Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 136
  137. 137. Dealing with Violence, Bullying, and Anger in the Workplace you speak to an employee, whether it relates to bulling, anger or violence, always be sure to document everything that transpired. You would need to give, at the very least, a verbal warning. Depending on the severity, an incident report is usually written up by you or HR. Depending on the nature of the act, suspension and/or .termination is highly possible Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 137
  138. 138. Dealing with Difficult Employees Calls out sick and rides the time off policies-1 .to the very edge Does the absolute minimum work-        2 expected, but just enough to fly under the .radar Testing and criticizing the office policies-       3 .in place Gossiping, but not to where it can be-       4 .seen in the office .Backstabs fellow employees-       5 Controls a situation by using negativity-        6 .Has a bad attitude-        7 Conducts themselves poorly-        8   Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 138
  139. 139. Steps to take when dealing :with difficult employees :  Counsel and verbal warning-1 First and second written-2 :   warnings . Suspension and/or termination-3 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 139
  140. 140. Dealing with Poor Job Performance and Required Expectations   Steps to take when dealing with poor :job performance  Verbal warning.      1 ?The employees’ immediate supervisor·          ?A process issue·          A lack of training and/or is the training·          ?relevant to the job at hand ?Insufficient or a lack of tools·          ? Personnel issues regarding co-workers·          Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 140
  141. 141. Steps to take when dealing :with poor job performance :First written warning.      2 Second written warning or.      3 :  suspension Suspension and/or termination.      4    Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 141
  142. 142. Dealing with Attendance issues Here are eight points to keep in mind on how   to control and possibly reduce attendance :issues Make sure your employees understand your-1  view towards attendance Have your employee’s call you direct instead-2 . of their immediate supervisor .Maintain accurate records-3 .     Look for trends-4 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 142
  143. 143. Here are eight points to keep in mind on how to control and possibly reduce attendance :issues Individual problem - have a one on one-5 meeting. Multiple people - hold a team .  meeting .   Allow for personal business-6 Create an award program for those who do-7 not call out or are tardy for a certain period .   of time Have them make up time missed to make up-8 .   for time lost Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 143
  144. 144. Steps to take when             dealing with attendance :problems :Counsel and verbal warning.      1 :   First written warning.      2 Second written warning or.      3 : suspension :         Suspension and/or termination.      4 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 144
  145. 145. Dealing with Firing or Laying off an Employee :Steps to take when firing an employee Hold the employment termination. 1 . meeting Don’t be tentative and dance around the. 2  .subject Even though it should come as no surprise.      3 to the employee, you will probably be asked the question, “Why am I being fired?” State    the reason for the employment termination Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 145
  146. 146. Steps to take when firing an employee The employee might want to ask a couple. 4 of questions The employee might be acceptable and.      5 want to end the experience as soon as possible If the employee is not showing any signs.      6 of being too upset, you can give some advice Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 146
  147. 147. Steps to take when firing an employee If the employee needs to go back to their. 7 desk to pick up some personal belongings, you, and preferable a security guard, should be with . them at all times HR will most likely meet with the individual. 8 in their office to discuss possible severance, when their last paycheck is coming, when benefits terminate, and any information regarding extending their health coverage or  any other details Your department will be talking about what.      9 they saw and will be anxious to find out what   .   is happening Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 147
  148. 148. Firing an employee is an immediate necessity for the safety and well being of the rest of your :employees such as .Is physically violent-1 .Brings a weapon to work-2 Arrives to work under the influence of drugs or-3 .alcohol .Views pornographic movies on work computers-4 .Steals company property-5 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 148
  149. 149. Quick Lesson Summary  You got to take the good with the bad-1 Always be ethical, legal, caring and-2 .  compassionate Know how to determine and deal with conflict-3  as soon as possible Conflict and difficult employee situations differ-4 from poor job performance and attendance  issues Although firing an employee is not the most-5 pleasant thing to do, when necessary, it is the  right thing to do Don’t hesitate if you have to deal with a violent-6  employee Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 149
  150. 150. THE  END LESSON 5 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 150
  151. 151. LESSON 6   HOW TO DELEGATE,  MANAGE YOUR TIME,  SOLVE PROBLEMS AND  MAKE THE RIGHT  DECISIONS 151 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud
  152. 152. Introduction: Know how to get it all done with the least amount of stress Managers usually have to juggle many tasks, projects, and meetings daily. If you try to take on every project yourself, you will most likely end up missing deadlines and ineffectively prioritizing . This lesson will cover how to effectively delegate, focus on how to multi-task, manage your time, and making the right decisions to solve the problems, all the while keeping your stress .  levels down Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 152
  153. 153. Delegate Confidently The basic definition of delegating is “assigning duties to another person or persons while  still being held accountable Before you delegate, first ask yourself these : three questions Can this project or task be delegated and do-1 you have the staff that can honestly do the ?work required Should it be delegated or is it too critical and-2 ?truly needs your involvement Do you have enough time to delegate the job-3 effectively and explain the expectations and ? outcome Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 153
  154. 154. If you can say yes to the three questions just asked, utilize these eight tips and points when delegating:1-Pick the right person best suited for the task. 2-Make sure the person can work independently. 3-Make sure the person understands exactly what it is you want them to do. 4. Get the agreement and commitment of the employee. 5. Give the person the authority to take control of the whole project. 6. Determine what tasks will need more monitoring than others. 7. Motivate them by discussing how the success of the project will make a positive impact 8. Once the project or task is completed, carefully review. Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 154
  155. 155. Here are three different possibilities to consider, before a task or project is :considered complete      Do you need to make the final decision-1 ?that the task is completed Do you need to review with the employee-2 and the two of you decide that the task is ? completed Do you let the employee make the decision-3 ?that the task is completed    .try not to always pick the same person Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 155
  156. 156. Multitask and Prioritize Multitasking is about knowing how to  . juggle several issues or tasks at  . once Prioritizing is about knowing which of  the issues or tasks are the most  important and need to get done first ,”Never let them see you sweat“ Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 156
  157. 157. Here are six ways to help you with :everyday multitasking :Separate the tasks into three groups Group 1 needs to be done immediately . or at least by the end of the day Group 2 would need to be completed .in the next couple of days Group 3 would need to be completed .in the next week or month Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 157
  158. 158. Keeping Stress under control As a manager, you might find yourself trying to cope with staffing shortages, recent layoffs, too many errors, missing goals, newly added goals, turnover in senior administration, etc Here are 12 ways to help adapt to stressful situations .Know your trigger points-1 ? Is it when you are going into a meeting·          ? Is it when you are not making your numbers·          ?Is it because of poor employee attendance·          Is it when you lose focus on a particular·          ?project    ?Is it when you have too much coffee or cola·          Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 158
  159. 159. Here are 12 ways to help adapt to stressful . Stop and take a deep breath-2 .Time management-3 . Reduce the stress by dissecting the issue-4 . Take a break and take a walk-5 . Laugh more often and lighten up-6 Make some Feng Shui type of changes in your-7 . office or cubical Keep a notepad and a pen by your side at all-8 . times . Take care of your health-9 . Talk it out with your family or friends-10 . Keep a positive attitude-11 try to stay away from any negative situations- 12 . such as gossiping Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 159
  160. 160. Time Management Here are 15 ways that can help you manage your time and make the most of your :day  Start your day off right.1 .Set clear expectations of the goals-2 When you are holding a meeting, stick to-3 . the agenda Delegating helps time management the-4 . most Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 160
  161. 161. Here are 15 ways that can help you manage your time and make the most of your :day Give members of your team more-5 . responsibility Make sure your previous responsibilities-6 .have been 100% taken over Even though you have an open door-7 …  policy Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 161
  162. 162. Here are 15 ways that can help you manage :your time and make the most of your day Whenever possible, start and finish a-8 . project or task in one session Read over reports and important- 9 .materials while away from the office .Organize your computer files and folders-10 .   Keep a pen and paper near your bed-11 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 162
  163. 163. Here are 15 ways that can help you manage :your time and make the most of your day Again, as stated in multitasking, work-12 .smarter, not harder .  Don’t be afraid to say “no” to your boss-13 Politely let a friend or family member-14 know you will get back to them as soon as  possible .” Under promise and over deliver-“15 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 163
  164. 164.  Time managing a project can vary you have a project to get your staff trained :on a new product, you first need to .Determine what needs to be trained·          Determine when the training should·          .take place Determine where the training should·          .take place Determine how long the training should·          .last Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 164
  165. 165. Determine the amount of people·          .who need to take the training Determine how many people you·          can afford to take the training without .losing production Determine how many people can·          be trained without affecting the .customer’s immediate needs Determine the cost of the training·          .and materials Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 165
  166. 166. Problem Solving and Decision Making Decision-making is a key role of a . manager and leader Define the problem or need before .  you make the decision Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 166
  167. 167. here are 12 steps to follow to use as a guideline when making important :decisions ?   Who should make the decision-1 What makes you think there is a problem,-2 ? or why the need Where is the problem or need? Is it-3 ?   internal or external ?   When is it happening or needed-4 ?   What is causing the problem or need-5 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 167
  168. 168. here are 12 steps to follow to use as a guideline when making important :decisions ?   How complex is the problem or need-6 What is the urgency and how should you-7 ?   prioritize ?   What is the ideal outcome-8 What are the possible solutions to the-9 ?   problem or need Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 168
  169. 169. here are 12 steps to follow to use as a guideline when making important :decisions  Make the final decision-10  Plan and implement the final decision-11 Monitor and verify whether the problem-12 or need has been solved and/or is .   effective Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 169
  170. 170. Quick Lesson Summary A sign of a good leader is how they are able to-1  delegate Make multitasking more of a game rather than a-2  burden Although stress cannot be avoided and you cannot-3 always control what happens, your reaction to stress can make the difference on how it affects .   you Always look at ways to utilize your time more-4  effectively Problem solving and making decisions is one of-5 .   the most important aspects of management Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 170
  171. 171. LESSON 6   HOW TO DELEGATE,  MANAGE YOUR TIME,  SOLVE PROBLEMS AND  MAKE THE RIGHT  DECISIONS 171 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud
  172. 172. Introduction: Know how to get it all done with the least amount of stress Managers usually have to juggle many tasks, projects, and meetings daily. If you try to take on every project yourself, you will most likely end up missing deadlines and ineffectively prioritizing . This lesson will cover how to effectively delegate, focus on how to multi-task, manage your time, and making the right decisions to solve the problems, all the while keeping your stress .  levels down Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 172
  173. 173. Delegate Confidently The basic definition of delegating is “assigning duties to another person or persons while  still being held accountable Before you delegate, first ask yourself these : three questions Can this project or task be delegated and do-1 you have the staff that can honestly do the ?work required Should it be delegated or is it too critical and-2 ?truly needs your involvement Do you have enough time to delegate the job-3 effectively and explain the expectations and ? outcome Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 173
  174. 174. If you can say yes to the three questions just asked, utilize these eight tips and points when delegating:1-Pick the right person best suited for the task. 2-Make sure the person can work independently. 3-Make sure the person understands exactly what it is you want them to do. 4. Get the agreement and commitment of the employee. 5. Give the person the authority to take control of the whole project. 6. Determine what tasks will need more monitoring than others. 7. Motivate them by discussing how the success of the project will make a positive impact 8. Once the project or task is completed, carefully review. Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 174
  175. 175. Here are three different possibilities to consider, before a task or project is :considered complete      Do you need to make the final decision-1 ?that the task is completed Do you need to review with the employee-2 and the two of you decide that the task is ? completed Do you let the employee make the decision-3 ?that the task is completed    .try not to always pick the same person Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 175
  176. 176. Multitask and Prioritize Multitasking is about knowing how to  . juggle several issues or tasks at  . once Prioritizing is about knowing which of  the issues or tasks are the most  important and need to get done first ,”Never let them see you sweat“ Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 176
  177. 177. Here are six ways to help you with :everyday multitasking :Separate the tasks into three groups Group 1 needs to be done immediately . or at least by the end of the day Group 2 would need to be completed .in the next couple of days Group 3 would need to be completed .in the next week or month Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 177
  178. 178. Keeping Stress under control As a manager, you might find yourself trying to cope with staffing shortages, recent layoffs, too many errors, missing goals, newly added goals, turnover in senior administration, etc Here are 12 ways to help adapt to stressful situations .Know your trigger points-1 ? Is it when you are going into a meeting·          ? Is it when you are not making your numbers·          ?Is it because of poor employee attendance·          Is it when you lose focus on a particular·          ?project    ?Is it when you have too much coffee or cola·          Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 178
  179. 179. Here are 12 ways to help adapt to stressful . Stop and take a deep breath-2 .Time management-3 . Reduce the stress by dissecting the issue-4 . Take a break and take a walk-5 . Laugh more often and lighten up-6 Make some Feng Shui type of changes in your-7 . office or cubical Keep a notepad and a pen by your side at all-8 . times . Take care of your health-9 . Talk it out with your family or friends-10 . Keep a positive attitude-11 try to stay away from any negative situations- 12 . such as gossiping Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 179
  180. 180. Time Management Here are 15 ways that can help you manage your time and make the most of your :day  Start your day off right.1 .Set clear expectations of the goals-2 When you are holding a meeting, stick to-3 . the agenda Delegating helps time management the-4 . most Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 180
  181. 181. Here are 15 ways that can help you manage your time and make the most of your :day Give members of your team more-5 . responsibility Make sure your previous responsibilities-6 .have been 100% taken over Even though you have an open door-7 …  policy Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 181
  182. 182. Here are 15 ways that can help you manage :your time and make the most of your day Whenever possible, start and finish a-8 . project or task in one session Read over reports and important- 9 .materials while away from the office .Organize your computer files and folders-10 .   Keep a pen and paper near your bed-11 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 182
  183. 183. Here are 15 ways that can help you manage :your time and make the most of your day Again, as stated in multitasking, work-12 .smarter, not harder .  Don’t be afraid to say “no” to your boss-13 Politely let a friend or family member-14 know you will get back to them as soon as  possible .” Under promise and over deliver-“15 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 183
  184. 184.  Time managing a project can vary you have a project to get your staff trained :on a new product, you first need to .Determine what needs to be trained·          Determine when the training should·          .take place Determine where the training should·          .take place Determine how long the training should·          .last Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 184
  185. 185. Determine the amount of people·          .who need to take the training Determine how many people you·          can afford to take the training without .losing production Determine how many people can·          be trained without affecting the .customer’s immediate needs Determine the cost of the training·          .and materials Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 185
  186. 186. Problem Solving and Decision Making Decision-making is a key role of a . manager and leader Define the problem or need before .  you make the decision Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 186
  187. 187. here are 12 steps to follow to use as a guideline when making important :decisions ?   Who should make the decision-1 What makes you think there is a problem,-2 ? or why the need Where is the problem or need? Is it-3 ?   internal or external ?   When is it happening or needed-4 ?   What is causing the problem or need-5 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 187
  188. 188. here are 12 steps to follow to use as a guideline when making important :decisions ?   How complex is the problem or need-6 What is the urgency and how should you-7 ?   prioritize ?   What is the ideal outcome-8 What are the possible solutions to the-9 ?   problem or need Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 188
  189. 189. here are 12 steps to follow to use as a guideline when making important :decisions Make the final decision-10 Plan and implement the final decision-11 Monitor and verify whether the problem-12 or need has been solved and/or is . effective Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 189
  190. 190. Quick Lesson Summary A sign of a good leader is how they are able to-1 delegate Make multitasking more of a game rather than a-2 burden Although stress cannot be avoided and you cannot-3 always control what happens, your reaction to stress can make the difference on how it affects . you Always look at ways to utilize your time more-4 effectively Problem solving and making decisions is one of-5 . the most important aspects of management Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 190
  191. 191. LESSON 7 – HOW TO GET YOUR POINT ACROSS THROUGH THE ART OF BUSINESS COMMUNICATION 191 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud
  192. 192. Introduction: Getting your point across clearly and concisely Good communication skills are essential foreffectively managing others, as well as working with your co-managers and upper .management The better the communicator, the better. chance for management success Poor communication leads to poorproductivity, confusion, conflict, and .redundancy You can't motivate people if they can't. understand what you want Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 192
  193. 193. Business Writing :Here are 5 steps you should follow What type of information will you-1 - convey? · Message - · Policy Process -· Procedure -· -· Task Think about what you want them to hear,-2 . then what you are going to say Who will be the recipients of the-3 ? information Create the message, process, procedure,-4 . or other form of written communication Proofread and edit before you send it-5 . Wednesday, November 27, 2013 Abdelmoniem Ibrahim Abdelmaksoud 193 out DR/Yasser
  194. 194. Here are a couple of key points to keep in :mind when writing e-mails, processes, etc DO NOT CAPITALIZE ALL OF THE WORDS-1 WHEN WRITING AN E-MAIL OR PROCESS, . ETC Don’t come across like you are hostile in-2 . your writing Before you hit the send button when-3 creating or replying to an aggravated type of e-mail, take at least a 5-minute break . before hitting send Respond to e-mails in a timely fashion, but-4 as previously stated, be careful not to send a heated e-mail without taking the Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 194 .time to cool down a bit
  195. 195. Create an e-mail signature that has your-5 name, title, company name, address, phone number, e-mail address and website When an e-mail is informal, ending the-6 message with a simple “Thanks” with your . name directly underneath is acceptable When writing to your boss or upper-7 management, always keep it professional Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 195
  196. 196. Communicating Verbally . Have an “open door” policy- 1 .Be flexible and approachable-2 . Be open and honest-3 Be absolutely clear when speaking and-4 . giving directions . Listen more than talk-5 . Listen with your full attention-6 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 196
  197. 197. Now make sure your employees listen to-7 .you Be straightforward and always look them-8 . straight in the eyes . Use the art of persuasion-9 Always bite your tongue, before you say-10 . something you might regret . Be able to take criticism-11 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 197
  198. 198. . Don’t be Defensive-12 . Don’t lose your temper-13 . Actions speak louder than words-14 Continuously talk to, and get along with,-15 . your fellow managers . Telephone etiquette-16 . The hallway conversation-17 . Use your sense of humor-18 . Keep your boss in the loop at all times-19 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 198
  199. 199. Holding a Meeting here are 17 fundamental techniques to :follow . Send out a meeting request-1 . State the purpose-----.Prepare an agenda-----.  Set a timeframe------  Send out any meeting material at least-2 .  two days prior to the meeting     . Make copies for everyone-3 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 199
  200. 200. . Begin the meeting on time-4 Set up the ground rules (also known as-5 ”(. “Norms . Get to the point-6 Make sure you prioritize the meeting-7 . subjects Follow the agenda and check off each item-8 . once discussed .Take notes throughout the meeting-9 . It's easy to get off topic-10 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 200
  201. 201. Get the quiet people to talk more, and the-11 . dominant people to talk less Get them to listen without saying a-12 . word Look for signs of when you’ve talked long-13 enough . Know when to end the meeting-14 Before you end the meeting, make sure-15 . you have covered the important points . Send out an overview after the meeting-16 Create an action list and schedule a-17 follow up meeting Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 201
  202. 202. Here are a couple of ideas for regularly set :meetings Have a scheduled daily meeting,-1 preferably in the morning around 9:00am or 10:00am, with key individuals such as SME’s, supervisors or leads of your . department Have a scheduled monthly meeting with-2 . the entire staff of your department . Have people want to go to your meetings-3 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 202
  203. 203. Participating in a Meeting here are 7 fundamental techniques to :follow Show respect to the meeting holder-1 Do not state your opinion on every single-2 topic Don’t be quiet throughout the entire-3 . meeting . Don’t rattle on-4 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 203
  204. 204. Do not say anything negative about-5 . anyone Don’t feel like you’re in a-6 competition with your fellow comanagers Don’t agree with someone just-7 . because you feel intimidated Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 204
  205. 205. Preparing & Delivering a Presentation Effective speaking and presentation capabilities can even lead to further promotion, as this is not a . skill everyone possesses Here are 15 valuable tips to use when giving a :presentation . Be thoroughly prepared-1 Think about the flow of the presentation, but not-2 . word-for-word . Have a strong opening and closing-· Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 205
  206. 206. Think about the flow of the presentation, but not-2 word-for-word Have an introduction that will consist on what· is going to be talked about, and a conclusion to .review what had been discussed .Create a list of key points· Support your introduction with your slides or· materials, and use the key points to transition .from one point to the next Summarize by asking if they have any· . questions Now practice by visualizing yourself giving a· . great presentation Now practice by visualizing yourself giving a· . great presentation Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 206
  207. 207. If using PowerPoint… Keep the slides simple and-3 . don’t put too many words on them Here are six points to keep in mind when creating a :PowerPoint presentation –Title” page· “ – Agenda” page· “ – Objective” page· “ ” - Subject Body Matter· “ – Summary” page· “ – Questions?” page· “ Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 207
  208. 208. If you are using a projector…you-4 should practice setting up … Always have a backup plan-5 . Know your audience-6 Know the true goal for the-7 .presentation . Look at the audience as a whole-8 Show your personality, don’t be stiff,-9 and make them laugh. Show your character and charisma when . presenting Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 208
  209. 209. Talk with your audience, not down to-10 . them Be Flexible. Stick to your main points,-11 but be ready to adjust your presentation . to the particular desires of your audience . Try not to use “uhm” or “ah” words-12 .” Don’t be afraid to say, “I don’t know-13 . Know when to end the presentation-14 . People want you to succeed-15 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 209
  210. 210. Communicating Change to your Employees a great manager and leader is the ability to accept change and orders that come down from above, with enthusiasm and , confidence The only constant is change The change can be as major as a company takeover, or as simple as a small change in . organizational structure Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 210
  211. 211. :You need to determine ?What is the reason for the change· ?Why is there change· What is the goal you or the company· ?hopes to achieve Will it make your department or· ?company more efficient Will there be a need for more· ?resources Where is the change coming from, you· ?or upper management ?Who will benefit from this change· Who can be negatively affected by this· ?change Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 211
  212. 212. Here are 12 points to keep in mind when :dealing with change The key to a successful implementation of-1 change is to communicate consistently and . frequently Communicate the reasons for the change-2 so that everyone fully understands the . need and purpose There may be times when you cannot, and-3 should not, communicate any upcoming .changes that are considered confidential Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 212
  213. 213. You can either talk to everyone at the-4 . same time, or each individually :Here are some guidelines to follow a. Communicate to everyone at the same  .  time b. Communicate to each person  .individually You can either verbally share the change-5 .  information or write it out     Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 213
  214. 214. Let your staff ask questions and provide-6 . honest answers After you have communicated the-7 upcoming changes to your department, if you feel that the information is very important, ask upper management to stop by and briefly talk with your staff . members Get involved and communicate right away--8 before the rumor mill and grapevine starts . to spread around Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 214
  215. 215. Sometimes change, which resulted in the loss of-9 fellow employees, processes, or organizational . structure, is very sad Don’t forget that you will not only be giving-10 facts about the change, but watched carefully . on how you act towards the change Be sure to follow-up to make sure there are no-11 . problems related to the change Don’t forget that change is stressful for-12 . everyone In every way, effective communication is your most important tool Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 215
  216. 216. Quick Lesson Summary . Business writing is an essential part of management -1 The way you verbally communicate with your employees, -2 co-managers, your boss, upper-management and customers, can make you or break you. This goes for face. to-face meetings, phone calls, and even hallway chats Part of being a manager is holding and participating in -3 . meetings When giving presentations, you are presenting yourself as -4 . well as the subject at hand Change is inevitable, and the sooner you can accept and -5 embrace the change, the sooner your employees will as . well Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 216
  217. 217. THE END LESSON 7 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 217
  218. 218. LESSON 8 BUSINESS BASICS PART I - BUSINESS TYPES, ETHICS AND LAW, ECONOMICS, FINANCE AND ACCOUNTING 218 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud
  219. 219. Business Types A business in its most basic form sells a product or delivers a service Here are the most common forms to set up a business organization, with :a brief explanation of each Sole Proprietorship (A business-1 (owned by one person Partnership – (A business owned by-2 ( two or more individuals Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 219
  220. 220. –Corporation-3 A business in which legally the owners are not personally liable for the financial obligations of the business. can also own stocks. Owners are not personally liable and a corporation is often referred to as a “legal person.” It can use the terms “Inc.” .”“Incorporated,” or “Company Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 220
  221. 221. ( - Limited Liability Company (LLC-4 A business authorized by statelaw. Although exact characteristics vary by state, the most common characteristics of the limited liability company are that it :has Limited liability, that is, the owners of the. 1 company are not liable for more than the .capital they have invested in the business Managed by members or managers,. 2 .owners can be members or managers .Limitations on the transfer of ownership. 3 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 221
  222. 222. Business Ethics and Law Using the same moral guidelines you already follow yourself, knowing the difference between right and wrong, also goes for business Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 222
  223. 223. Some business ethics, however, are much more easily recognizable as being :obviously ethically wrong. To name a few Money lost to FraudMoney lost to EmbezzlementAccuracy of books, records, and expensereports Proper use of organizational assetsProtecting proprietary informationDiscriminationLyingOver chargingWednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 223
  224. 224. Charging for work that was not necessaryWithholding needed informationAbusive or intimidating behavior toward othersMisreporting actual time or hours workedFalse insurance claimsKickbacks and briberyProper exercise of authorityTheft of business equipment and suppliesTrading or accepting goods for unauthorized favorsMoonlighting, which causes poorer workperformance Knowingly ignoring the health and safety ofemployees Sexual harassmentEvading someone’s privacyWednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 224
  225. 225. Basically, business law governs the rules of conduct of people and organizations in business, and is . meant to enforce justice and obligation :The major areas of business law are – Antitrust-1 – Bankruptcy-2 – Business organization-3 Consumer protection and product liability-4 – Contracts-5 – Employment-6 – Intellectual property-7 – Securities regulation-8 Wednesday, November 27, 2013 DR/Yasser Abdelmoniem Ibrahim Abdelmaksoud 225

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