a special, exclusive presentation for ibpsa members · a special, exclusive presentation for ibpsa...

a special, exclusive presentation for IBPSA Members

Presented By: Joe

Zuccarello, Pet Industry

Consultant www.joezuccarello.com

To identify Four Primary Functions of Effective

Management

To clearly understand the ingredients, need for, and

importance of each function

To generate ideas and action items that can be put in

place to assist with the management challenges we all

face

Presented By: Joe



Equally as important as Pet Care Skills

Poor Management is transparent

Turnover is disruptive and expensive

In relationship businesses, new faces cause unrest and

doubt

Internal vs. External Customers

Presented By: Joe



In business, we all have these management challenges

in common….

Employees

Vendors

Clients

These challenges are sometimes planned

Sometimes these challenges are SURPRISES!

The Goal: To minimize Surprises

Presented By: Joe



The only constant in business is….?

CHANGE

What’s changing?

Speed

Technology

Laws

People

Presented By: Joe



QUESTION:

What reasons do people have for resisting

change?

Presented By: Joe



Natural Resistance to Change

Staff Resistance

Client Resistance

Have and encourage an “Early Adopter” mentality

If change is inevitable, jump into change early

Try to influence the change

Presented By: Joe



How can we effectively manage these changes and

challenges?

We must Plan ahead

We must Organize our efforts

We must Lead our team

We must Control our situation

Presented By: Joe



The most important function of management

Why?

We all know that planning is VERY important…so why

don’t we do a better job at it?

What is planning?

Anticipation of future trends/needs

Determination of best strategies and actions needed

to achieve our goals

Presented By: Joe



Planning is continuous

Planning answers three fundamental questions

What is the situation now?

Where do we want to go?

How can we get there?

Presented By: Joe



The loftiest plan to devise is the Mission Statement

Who has one and why are they important?

How do we create one or make ours better?

Be prepared to be held accountable!

“Hang it on the wall”

Presented By: Joe



Ingredients of a Mission Statement

Our Self-Concept

Our philosophy and goals

Our Long Term Survival

Customer Needs and Wants

Social Responsibility

The nature of our business

Presented By: Joe



Types of Planning Include:

Strategic (Highest Level Planning)

▪ Determining our Major Goals

▪ Determining how to use resources to achieve these

Major Goals

▪ Long-range planning is difficult due to rapid change

out-pacing long-range thinking

Presented By: Joe



Tactical (Mid-Level Planning)

Short term plans

▪ What needs to be done?

▪ Who is going to do it?

▪ How is it going to get done?

▪ Example: Budgeting—don’t look now, but I bet

some of you do not have a budget!

Presented By: Joe



Operational (Line and Staff Planning)

Setting work standards

▪ “Direct and Expect”

Scheduling

Focus on specific duties and people responsible for

the duties

Presented By: Joe



Contingency

Alternative course of action

Answers the “if/then” questions

Examples of “if/then” questions

Crisis

How to react to sudden changes/surprises

Emergency planning and practice

Examples

Presented By: Joe



Proactive vs. Reactive Managers

“P” Proactive=Planned

“R” Reactive=Right Now

Both types of people are needed for balance, but too

much of either is not desirable

What kind of manager are you?

Presented By: Joe



Follows the planning function

Begins the implementation stages of the plans

Defines responsibilities according to skill levels (for

managers and staff alike)

Technical Skills

Human Skills

Conceptual Skills

Presented By: Joe



Technical Skills

Ability to perform the tasks because of skill level

and/or specialized training

Human Relation Skills

Ability to involve communication and motivation to

work together with people

Conceptual Skills

Ability to see the “big picture”

Presented By: Joe



Different levels of staff/managers must have different

levels of skill “mix”

The higher the staff/manager level, the lower the technical skills and more human and conceptual skills

The lower the staff/manager level, the higher the technical skills and less human and conceptual skills

Why?

Promotion Challenges—Promotion To Failure

Presented By: Joe



The process of providing continuous attention to core

company beliefs-This takes work!

Creating and reinforcing company values and ethics

Embracing change

Rallies others to share company beliefs

Presented By: Joe



People seldom quit companies…they quit managers

Leadership Styles

Autocratic

Democratic

Free Rein

Presented By: Joe



Employee Empowerment

True or False? A complaint from a client gets more

expensive the longer it sits unsolved?

Why?

Do you know how much it costs you to get a new

client? If not, you should.

Why?

Presented By: Joe



Sometimes, the most simple message is the most

difficult to address

Examples?

The story of the “little voice” and the “grapevine”

Learn to listen to the little voice

Learn to use, but not always trust the grapevine

Presented By: Joe



Analyzing data and taking the appropriate steps to keep

or correct a situation

GIGO?

Often thought of as, but not always a negative thing

Recognizing what “out of control” looks like

Straying from the Plan

Unorganized

Loss of Leadership/Direction

Presented By: Joe



Performance Standards

Checklists, Manuals, Handbooks, etc.

True or False? People actually like being told what to

do.

Professional Sports—What if there were no referees?

Presented By: Joe



Monitoring and Measuring

What gets measured, gets done.

Comparing (Benchmarking)

Who do you compare your business to?

Who should you compare your business to?

Presented By: Joe



Communicating

In all forms…

Let them know, “keep’em informed”

Encourages two way communication

Follow Through

The most important step of Controlling function

Takes the most effort

Deserves your attention

Presented By: Joe



Who is the first person to point blame at when

something goes wrong?

Get into the habit of pointing the finger inward…..

Forces us to create better plans

Causes us to organize our efforts

Gives a great example to our staff

Helps us deliver on our promise to our clients!

Presented By: Joe



Some REALLY cool IBPSA member exclusive training coming your way soon!

Member input and requests encouraged!

Real life solutions for real life situations!

One on One Sessions Also Available! Want to know when? Email me… [email protected]

In the meantime, check out my website! www.joezuccarello.com

Presented By: Joe



Thank You

Presented By: Joe



[email protected]

a special, exclusive presentation for ibpsa members · a special, exclusive presentation for ibpsa...

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