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July 11, 2014 By TEC Resource Center

Do you ever feel like you just can’t let it go?

One of the hardest things for many managers is delegating. Most managers who don’t delegate have 4 basic perspectives:

  • The Perfectionist – clearly no one is going to do it better than me.
  • The Skeptic – no one will take the time and care I will to get it right.
  • The Pacifist – I don’t want to just dump things on them; they are already overloaded.
  • The Scaredy Cat – If I give it to them, it won’t be long until I’m out of a job.

 

let it go, management delegatingMost of us fall into these perspective traps at least one time or another in our management life, and they can be the kiss of death or at the very least, a burden. Here are some things that can help us let go of certain tasks and move on to bigger and better things.

For the perfectionist and the skeptic, you have to realize that sometimes it does not have to be exactly your way for it to be okay. Focus on the objective and challenge your staff to come up with new ways to meet that objective. Work with them to help them learn how to produce the quality output you desire so that you can build trust in them. Unlock the potential in your staff or consider making changes where necessary if you have the wrong people in the wrong slots.

The Pacifist has to take charge and realize the benefit of delegation to the employee and themselves. Even the most mundane tasks should be viewed as a learning experience. Find the benefit to the employee and you will feel less like you are dumping. If you are getting bogged down in the minutia of day to day work, chances are you are missing out on real management opportunities. Rolling up your sleeves when you need to is great, but as a general rule, your staff should be the doers and you should be overseeing.

And for those who fear you could be replaced if someone else can do your job, first realize that everyone is replaceable, and then find other areas that bring higher value to you and let your staff develop as well.

Work to change the way you think of delegation. If you can begin to see delegation as a development too, instead of a threat or something that will be perceived as dumping, you will be able to delegate with confidence. Once you feel confident, make smart choices on what you delegate and to whom. When you are looking for what to “let go,” think of the following 4 types of tasks that are perfect for delegating:

  • Repetitive work
  • Clerical tasks
  • Information collection
  • Meeting representation

To decide who to delegate a task to, conduct a brief analysis of your staff. List their strengths and weaknesses and then delegate accordingly. When you note a weakness, set development plans so they can grow and you can delegate tasks to them in the future.

And remember, delegating a task doesn’t mean you are no longer responsible for it. As a manager, you must set your people up for success and check in to make sure they are getting the delegated task done. In the end, the buck stops with you.

Filed Under: Leadership Tagged With: delegation, management, setting expectations

June 27, 2014 By TEC Resource Center

What did he just say?

Last week I heard almost the exact same story from 2 clients. One came from a high level executive, and the other from a Client Services Team from an entirely different company. The CEO from Company A told me that he had a meeting with his staff on a very important topic. He explained what he wanted done, asked if anyone had any questions, which they didn’t, and then left them to discuss other issues amongst themselves. Aftlearning to listener the staff meeting was over, one of his direct reports came into his office and asked for a moment of his time. She proceeded to tell him that after he left the meeting, everyone looked at each other and said, “Does anyone know what he meant?” No one had a clue as to what he wanted them to do. The CEO was shocked. He asked if anyone had any questions. No one spoke up.

The Client Services Team from Company B was taking part in a communication training class at my training center. We were discussing the importance of being clear when you communicate with coworkers and customers, and they asked, “What happens if your manager is the one who is not clear?” I asked them to elaborate. “She comes out, gives us some instructions and goes back into her office and no one has any idea what she wants us to do.” I asked them why they didn’t ask her for clarification. They looked back and forth at each other……. “We just talk about it amongst ourselves and try to figure it out.”

Two different companies, same scenario. Bravo to the one person who finally had the courage to tell the CEO in Company A what was going on. But the question remains, why is it so difficult to ask for clarification? When I asked the CSS Team from Company B why no one spoke up they shared things like, “I didn’t know if I was the only one who didn’t understand.” “I didn’t want to look stupid.” And, “I knew she didn’t want to hear it.”

She didn’t want to hear that you guys were going to spend the next 30 minutes trying to figure out what she wanted, and then cross your fingers that you got it right? I don’t think so. Managers are high powered, busy people. They often come across as short and stressed. It may seem like they don’t have the time to spend explaining things, but trust me, inefficiency is a bigger pet peeve. Have the confidence to ask smart questions to assure you got it right. 9 times out of 10, the manager does not realize that people don’t understand him. They are thinking at a higher level and coming from a place of greater knowledge. Help them to be a better communicator by professionally and assertively letting them know you need clarification.

Paraphrasing is a great way to show you were listening, but make sure you got it right. Instead of simply stating that you don’t understand or asking the boss to go over it one more time, try re-stating to the best of your ability and in your own words, what he just said. This sometimes helps the manager see where perhaps they were not clear. If you just ask them to go over it one more time, they probably will just say the same words again, because it makes perfect sense to them. Remember, if you really want to know what he just said, ask.

Thoughts???  Email me at abbe@TECResourceCenter.com

this was originally posted here

Filed Under: Customer Service Training, Leadership

June 26, 2014 By TEC Resource Center

Why can’t they just leave me alone?

customer service traingEverything we do has an impact on the customer, even if we ourselves never interact with them directly. A hostile interaction with a coworker can have a lasting effect on that coworker’s attitude and could possibly be conveyed unknowingly to a customer.

Here’s one of the most basic tips for improving internal customer service: We’re all in this together.

That’s right, if we remember that we are all on the same team, and that our goal is excellent customer service or satisfaction, we may be more apt to put ourselves in our internal customer’s shoes and help them do what they need to do to service the patient better. We are all busy, so it is natural to feel put upon when a coworker asks us to add more to our already full plate. “Is this really my job?” “Can’t they figure it out themselves?” “Am I supposed to just stop what I’m doing to help them?”

The answers are YES, MAYBE, and SOMETIMES.

Yes, it is your job to help your co-workers. Our success depends on the success of the department, the company or the facility. If that fails, we all fail. So, YES, it is your job to help.

MAYBE they can figure it out themselves, but maybe they don’t realize that. Help them by showing them the way. If you take the time now to explain how you handle something, maybe they will be able to handle it themselves the next time. So don’t just give answers, help them to see the big picture.

SOMETIMES you are supposed to stop what you are doing to help a co-worker. But it’s ok to ask if you can help them at a more convenient time. If it is not an emergency, respectfully ask if you can help them in ten minutes, an hour or tomorrow. Most times people will be ok with this, as long as you don’t forget to get back to them. Managing the interruption will allow you to continue working on your priorities, and let your coworker know that you are willing to give them 100% of your attention, but just not at that very moment.

So don’t get mad. Remember, we’re all in this together. It’s not all about you. And it’s not all about them. It’s all about the boss. And the boss is the customer!

Thoughts??? Email me at abbe@TECResourceCenter.com.

 this blog was originally posted here

originally posted on http://iamtechnation.com/abbe/

Filed Under: Customer Service Training, Leadership

June 19, 2014 By TEC Resource Center

Are you a chicken without a head?

communicating - not multi-taskingManaging interruptions is critical to managing your time in the busy environment we work in. Do you ever feel like you run from one thing to another and never get the chance to focus 100% on any one thing? I can tell you, you are not alone.

When the term multi-tasking was coined, it came from the computer industry and it meant a computer shifting its processing back and forth among various tasks so quickly that the shifting was invisible to the user. It did not refer to doing things simultaneously. Effective multitasking on-the-job requires efficient and reliable switching between projects often enough that all of them are addressed effectively and kept moving along. It is impossible to give each task 100% of our focus, (and we need to,) if we stop what we are doing every time there is an interruption.

Manage your time better by understanding the 3 different types of interruptions or time-robbers, as I call them.

Unnecessary – Defend against these

Necessary but untimely – Delay to a more appropriate time

Necessary / emergencies – Handle immediately, but take proactive steps to minimize the chance for future emergencies.

Recovering from an interruption may take longer than the interruption itself, so here are some great phrases you can use to help you communicate professionally that you are busy, without looking uncooperative.

“Let me just jot down a note on where I’m leaving off on this project.”

Allows you to get right back to where you were when you are finished taking care of the issue.

“I’m in the middle of something pressing. Could I get back to you (in one hour, tomorrow, Thursday, etc)?”

”Give me 20 minutes to wrap up this part of what I’m working on. Then I’ll give you 100% of my attention.”

But don’t forget to get back to them!

“How long do you think we’ll need to spend discussing this?”

“Can we agree that we’ll get to point X by 3pm and we’ll finish up tomorrow, so I can complete some other pressing tasks by day’s end?”

Helps partialize the conversation so that you can move forward helping them, and get back to your priorities.

Be vigilant in defending yourself from unnecessary interruptions and stop the chicken without a head syndrome!

Thoughts???  Email me at abbe@TECResourceCenter.com.

Filed Under: Customer Service Training, Leadership, Management Training

July 3, 2013 By TEC Resource Center

Performance Management

Filed Under: Corporate Coach Training, Executive Coaching, Leadership, Management Training, Trainng for CEOs Tagged With: management, performance, training

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