Being a People Manager

Course Modules

• The 4R of a people-manager

  o          Applying RIGHTS appropriately

           Provide clear instruction effectively and precisely using clear Questioning

  o          Building RELATIONSHIP with high influence

           Practice active listening and stay engaged

  o          Leading towards RESULT strategically

           Effectively giving Feedback

  • Be GOAL-oriented when managing using the Feedback Sandwich Model
  • Be factual in giving constructive feedback by using the questioning funnel to gain clarity

  o          Extending RESPECT to gain RESPECT it’s all in the MIND focus on the positives

   

  Activity

  –           QLF – Question Listen and Feedback Models and Exercises

  –           Creating a Positive Mindset – Using the gratitude journal

   

  Creative Workplace Problem Solving and Decision Making

  o          Control Emotion and Reaction When Handing a Problem

           Comprehend why problems arise – The 90/10 Rule

  o          Understanding is the base of emotional intelligence in handling problems use the TFA model

           Understand Problems From Different Perspectives

           Understand and appraise a problem by asking effective questions using the funnel

  o          Think creatively of possible alternatives to make the best decision using the GEMBA model

           Clarify solution purpose

           Balance the benefits and risks of each creative alternative

           Determine the best decision

  o          Evaluate your creative decision towards the right action by creating your plan

           Produce using SMART goal setting

           Establish preventive actions

   

  Activity:

  –           90/10 Rule

  –           EQ model TFA

  –           Questioning Funnel

  –           GEMBA walk

  –           SMART Model

   

  Handling complaints and De-fusing angry customers

           Handling difficult customer situations

           Types of challenging customers

           Follow clearly defined set of steps and deal with the issue

   

  Activity

  –           Role playing

  –           6 Step model of customer service