session 8 last day for course evaluations extra credit? final review hand back omp #7 and...
TRANSCRIPT
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Session 8
Last Day for Course Evaluations Extra Credit? Final Review Hand Back OMP #7 and Outlines Presentation Rubric Talk with Groups and Individuals re: Pres.
Test Equipment Chapters 13 & 14 Assignment #8 One Minute Paper #8
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Session 8: Ch 13
Dealing with
Emotional Labor
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Session 8: Ch 13Stress
Stress – Is it good or bad?
Stress = state of mental or emotional imbalance caused by a period of difference
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Session 8: Ch 13Handling Stress
There will always be stress; however, how you handle it and limit it may make a difference
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Session 8: Ch 13Causes of Job Stress
Working conditions Non-stop action Management style Lack of support Unclear work roles Career concerns Poor work environment
Noise Air quality Ergonomic problems
Worker characteristics Personality Ability Talent/Non-talent Coping style
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Session 8: Ch 13 5 Skills for Time & Task Mgmt
1. Target your efforts on the most important tasks
2. Be a goal getter, not just a goal setter
3. Do the constructive things first
4. Foster Teamwork
5. Avoid Time Wasters
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Session 8: Ch 13 5 Skills for Time & Task Mgmt
1. Target your efforts on the most important tasks Clarify core values and understand the
company’s core values Focus on what is important
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Session 8: Ch 13 5 Skills for Time & Task Mgmt
2. Be a goal getter, not just a goal setter Written Concrete and specific Realistic Measurable Has a timetable Value-anchored
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Session 8: Ch 13 5 Skills for Time & Task Mgmt
3. Do the constructive things first Use a planning system Plan before starting the day
What do I need and want to accomplish today?
Prioritize Check off tasks
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Session 8: Ch 13 5 Skills for Time & Task Mgmt
4. Foster teamwork Be assessable Be supportive of others Be reliable Be loyal while maintaining
independence
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Session 8: Ch 135 Skills for Time & Task Mgmt
5. Avoid time wasters Interruptions or fragmented work Unproductive communication Clutter, paperwork, and
overloaded computer files Procrastination Perfection paralysis Self-overload
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Session 8: Ch 13Delegate
Benefits You don’t have to do the work Frees up your time Others can learn Improves productivity
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Session 8: Ch 13Delegate
Hesitation Some don’t have confidence in others Some have an “I-can-do-it-all-myself” attitude Won’t get recognition Don’t have time to explain how to do the task to
another person
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Session 8: Ch 13Final Thoughts
There are multiple ways that a person can cope with stress
Good time and task management may relieve unwanted stress
Delegation is a powerful tool to use when working under stress.
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Session 8: Ch 14Session 8: Ch 14
Get Employees to Give Get Employees to Give Great Service: Roles of Great Service: Roles of
the Supervisor, Manager, the Supervisor, Manager, or Leaderor Leader
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Session 8: Ch 14Session 8: Ch 14
What Managers Should do First: What Managers Should do First: Articulate a VisionArticulate a Vision
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Session 8: Ch 14 - Session 8: Ch 14 - SupplementSupplement
VisionVision – Indicates what a business/organization – Indicates what a business/organization wants to achieve. It can be a challenging or even wants to achieve. It can be a challenging or even lofty. It expresses what it strives to be. It is lofty. It expresses what it strives to be. It is futuristic.futuristic.
Mission StatementMission Statement – Defines specifically what the – Defines specifically what the business/organization does.business/organization does.
ValuesValues – What the business/organization believes in. – What the business/organization believes in. Values are central to an organization's culture. Values are central to an organization's culture.
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Session 8: Ch 14 - Session 8: Ch 14 - SupplementSupplement
Examples:Examples:http://www.bellevue.edu/about/mission-vision.aspx
http://cba.unomaha.edu/acct/misvis.cfm
http://omahachamber.org/chamber/VisionAndMission.aspx
http://woodmen.org/inside.cfm?main_menu_id=1&Page_Id=1
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Session 8: Ch 14Session 8: Ch 14
Articulate a Service Theme - VisionArticulate a Service Theme - Vision Succinct, clear, & descriptive of uniqueness Succinct, clear, & descriptive of uniqueness
Plan a Strategy for Customer LoyaltyPlan a Strategy for Customer Loyalty Organize Processes, People and ResourcesOrganize Processes, People and Resources
Assign tasks, give employee authority to follow through, and reduce Assign tasks, give employee authority to follow through, and reduce barriersbarriers
Lead and Motivate EmployeesLead and Motivate Employees Create and Sustain an Effective Work CultureCreate and Sustain an Effective Work Culture Continuously Harvest A+ Ideas through brainstorming or Continuously Harvest A+ Ideas through brainstorming or
Nominal Group Processes Nominal Group Processes Control the ProcessesControl the Processes Empower EmployeesEmpower Employees Tie the Rewards System to Appropriate ActionsTie the Rewards System to Appropriate Actions
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A Final Thought………..A Final Thought………..
Good managers play a huge role in an Good managers play a huge role in an organization’s success in developing organization’s success in developing
customer loyalty.customer loyalty.
Session 8: Ch 14Session 8: Ch 14