Personal Effectiveness and Communication
·
Time is a limited resource and managers time
must be used to the best effect.
·
Urgency and Importance must be recognized and
distinguished.
·
Task must be scheduled as per priority.
·
Every
employee needs to add more value than he or she costs per hour.
ABCD method
apply for Time management.
ABCD method for in- tray Management to organize
the time
A= Act (
item immediately)
B= Bin
(Worthless/irrelevant/unnecessary work)
C=Create
(Plan for coming back to the item)
D= Delegate (To give other appropriate
person to do the work)
Time Management:
Time
management is the process of allocating time to tasks in the most effective
manner.
Effective time management:
Goal setting Focus
Action Planning Urgency
Prioritising Organisation
Time Management Task
Identifying
Objectives (Supervisor must do/ Could do/ like to do)
Prioritising
and scheduling
Planning and
Control
Goals (SMART): Action Plan - Priorities-Urgency-Work Organisation
S = Specific
M = Measurable
A = Attainable
R = Realistic
T = Time-bounded
Organise :
Organise
your work in Batch
Take advantage of your natural work patterns
(Self-discipline)
Improving Time
Management:
Plan
Each Day
Produce
a longer-term plan
Do not
be available to everyone at all times
Stay in
Control of the telephone.
Prioritisation involves
identifying key results and key tasks.
Prioritising tasks:
The
relative consequences of timely or untimely performance
Importance
Dependence
of other people
Urgency
Defined
Deadlines/commitments
A job will be important
to other task
Personal Time Management
5 common problems
Procrastinating: When a jobs seems boring then put it off for
another day or time.
Delegating Ineffectively: Give the appropriate work to appropriate
person.
Mismanaging the Paper Work: A short time organizing papers can save
time.
Holding Unnecessary Meeting: Object
oriented meeting need to be arranged.
Failing to set priorities : Setting
priorities is a an essential part of the job.
Work Planning:
Establishing
priorities
Loading
, allocation of task
Sequence
of task
Scheduling
Modern and Digital
Transmission : New technologies require transmission systems. Such as:
Mobile
Communication
Voice
Messaging Systems
Computer
bulleting boards
Videoconferencing
Electronic
Data Interchange: EDI is computer to computer data interchange.
Deciding on a
Communication tool:
The
channel of communication will impact on the effectiveness of the communication
process.
Various tools: Tools should be used for
proper place. Conversation/Meeting/Presentation/Telephone/Fascimile/Memorandum/Letter/Report/
Electronic mail/ Video-
conference
Office Automation:
Organisation Structure:
Office automation can
encourage a tendency towards
decentralization of authority within an organization.
To give
better customer service.
Ineffectiveness at
work:
The main ways in which employees
can be ineffective
Failing to- Communicate/Meet
Deadline/Comply with job satisfaction/deliver the exact product needed.
Ineffectiveness at
work effects on the organisation: Deadlines are not met/customers get angry
Competence Frameworks
A
competence framework sets out what an employee should be able to do and what
the employee ought to know.
Coaching:
Coaching
is an approach whereby a trainee is put under the guidance of an experienced
employee who shows the trainee
how to perform task. it is a short term process.
Step-1- Establish learning targets
Step-2- Plan a
systematic learning and development programme.
Step-3- Identify
opportunity for broadening the trainee’s knowledge and experience.
Step-4- Take
into account the strengths and limitations of the trainee
Step-5- Exchange
feedback
Mentoring:
Mentoring is a long- term
relationship in which a more experienced person as a teacher, counselor, role model, supporter and encourager,
to foster the individual’s personal and career development.
Mentoring differs from coaching in two main
ways:
1.
The mentor is not usually the immediate superior
2.
Mentoring covers a wide range of functions, not
always related to current job performance.
Career
function and Psychosocial functions are
included in mentoring.
Counseling:
Counseling
is an interpersonal interview, the aim of which is to facilitate another person
in identifying and working through a
problem.
When is counseling is needed:
To
solve work or performance problem
In
grievance and disciplinary situations
Such
as promotion or relocation
On
redundancy or dismissal
Domestic
or dismissal
Counseling Process:
It is primarily a
non-directive role.
i.
Advising (This is a relatively directive role)
ii.
Counseling (This is a relatively non directive
role)
Step-1- Review the current scenario : This is
done mostly by listeing, encouraging them to tell their ‘Story’,
and questionning/probing to help them to see things more clearly.
Step-2- Developing
a preferred scenario: This is done by
encouraging the concerned people see their desired outcome.
Step-3- Determining
how to get there: To develop action strategies for acomplishing goals, for
getting what they want.
Confidentiality:
CIPD Statement on Counseling in the
workplace is clear that employees must be made aware when their comments will be passed on to the relevant
authority, and when they will be treated completely confidentiality.
Personal Plan and objectives:
i)
A personal development plan: It is a clear
development action plan for an individuals which including formal training.
ii)
Self
development be defined as Personal
Development
Systematic Approach
to personal development planing:
Step-1- Select
and Area of Development (SWOT – Strengths, weaknesses, opportunities, threats)
Step-2- Set a
smart learning Objective: What you want to be able to do or do better.
Step-3- Determine
how we will move towards our objective: (Research/Evaluate/Authorisation)
Step-4- Formulate
a comprehensive and specific action plan
Step-5- Secure
agreement to your action plan
Step-6- Implement your action plan.
Conflict:
Key approaches to managing
disagreements and conflicts include understanding the problem and the personalities involved.
How does conflict
arise:
Shortage of Power and resource
Individuals
and team goal, interests and priorities
Difference
in personality between individuals
Difference
between work methods, timescales and working style
Note: Difference
and competition by themselves do not lead directly to conflict: they can even
be positive forces, helping people
to solve problem s or lift their performance.
Conflict can
escalate or deteriorate into destructive conflict because of :
Poor or
limited communication
Poor
Co-ordination
Status
barriers (The superior asserting authority (do it because I said so))
Work
demands put pressure on individuals and team.
Managing your own
interpersonal conflicts:
Communicate –Direct/informal discussion with the person concern
Negotiate - Compromise- A mutually satisfying solution: a
win-win
Separate If personality clash is the main source of conflict, if the
problem persist you may need to physically
separate you in different areas, duties or departments.
Managing conflict
in the team
Management
responses to the handling of conflict.
Response:
§
Withdrawal
·
Supression
o
Dominance
§
Compromise
·
Collaboration
Method:
Win-lose- This is quite common – It is critical to the win-win approach to
discover why both parties
really want. Win-Win is not always possible.
One Party gets what (s)he wants at the
expense of the other
party.
Lose-lose -This sounds like a senseless
outcome but actually compromise comes into this category.
It is thus very common.- Neither party
gets what (s)he really wanted
Win-win-This may not be common, but
working towards it often out the best solution. Both parties get as close as possible to
what they really want.
The limits of our
ability and authority to resolve relationship issues:
· Beyond our authority
Beyond our ability
Formal Grievance
(complain) procedures:
A grievance occurs when an individuals
thinks that he or she is being wrongly treated by their colleagues or
supervisors (unfair workload, unfairly
appraised in he annual report or unfairly blocked for promotion, or
discriminated against), that is, when working relation break down.
Grievance
(complain) procedures
Step-1- Grievance Explained to
the individuals immediate boss. Employee have the right to be accompanied by a colleague or
representative such an interview.
Step-2- If the immediate boss failure
to resolve the matter then report it to next level of management.
Step-3- Cases referred to higher
manager and also reported to HR Department/Personnel department
ACAS = Advisory Conciliation and Arbitration
Service (A code of practice issuing body-latest edition 2003)
Communication in
the Organisation:
Communication is a two way process
involving the transmission or exchange of information and the provision of
feedback. It is necessary to direct and coordinate activities.
Communication is required for Planning,
co-ordination and control.
Importancy:
Management
decision-making requires data.
Interdepartmental
co-ordination depends on information flows.
Individuals
motivation and effectiveness depends on communication.
Communications
Patterns or Network:
i)Circle
(Clowest) ii)Chain (3rd
fastest) iii) Y (2nd fastest) iv) Wheel (Fastest)
Job satisfaction: Highest
(?) 2nd highest 3rd
highest Lowest
Internal information:
Data and information come from
sources both inside and outside an organisation.
Inside:
Accounting Record, Employee information from Payroll System
Outside: Tax rule from tax authority.
Customer demand from outside market.
Environmental
Scanning:
The phrase environmental
scanning is often used to describe the process of gathering external
information. Which is available from a wide range of source.
Efficient data
collection will depend on the nature of the organisation, cost and efficiency.
Data
is the raw material for data processing Information
is data that has been processed
The Qualities of good information: ACCURATE
A= Accurate, C= Complete, C= Cost-beneficial, U=
User-targeted, R= relevant, A= Authoritative,
T= Timely, E= Easy to use
Organisation require different types of
information systems:
i)
Strategic ii) Management/tactical iii) Operational
Communication
Process:
Sender - Coded Message-Medium-Decoded Message - Receiver-Feedback Distortion Distortion
Distortion: The
meaning of a message can be lost at the coding and decoding stages.
Effective Communication:
Directed
to appropriate people
Relevant
to their needs
Accurate and complete
Timely
Flexible
Effective
in conveying meaning
Cost effective
Information communication supplement the formal system
The Grapevine: K Davis using ‘echo-analysis’ technique
It is
quickly, Selective but grapevine does not fill a gap.
Importance of information communication:
Mintzberg’s roles of
management reassessing the informal communication. Managers rather than staff,
rely on the grapevine, as opposed to formal communication channel.
Interpersonal
skills:
Interpersonal skills are needed in order to understand the manage
roles, relationships, attitudes and perceptions.
They enable us to communicate effectively and to achieve our aims when dealing
with other people.
The abilities are:
Body language
Listen attentively and
actively
Put others at
their ease, to persuade and to smooth over difficult situations
Use communication media iimediately
Sum up or conclude
Leadership
or inspiration
More other
interpersonal relationship:
i)
Goal ii) Perseption iii) Roles iv) Resistances v) Attitudes vi)
Relationships
Barriers to communication:
Distortion
Non-verbal
signs
Overload
Difference
in social, racial or educational background
Communication
difficulties at work:
Status
Jargon
Suspicion
Priorities
Selective
Reporting : Subordinates giving superiors incorrect or incomplete information
