Discover what staff say about their managers and how you rate on an eight point checklist. Improve your rating.

Training Points:

1. Lead by example

• Be a role model
• Lend a hand - step in
• Same rules for yourself as for team
• Manager in customer service role with team
• Be exemplary at own work

       
2. Build trust

• Be consistent, not moody
• Keep promises
• Treat appointments for team members same as external
• Stick by your word
• Admit mistakes
• Admit what you don't know
• Be fair

       
3. Inspire and motivate

• Be enthusiastic yourself
• Be optimistic, positive
• Give praise and encouragement regularly

 
4. Communicate effectively

• Explain tasks and roles clearly - check understanding
• Use appropriate method - spoken, written...
• Ask for feedback on specific issues
• Don't over-talk - cluster or group your information

 
5. Develop the team

• Be there!
• Understand skills needed
• Identify gaps
• Be a coach, mentor
• Individual development

 
6. Be supportive

• Understand concerns
• Show empathy
• Be flexible, creative in supporting through a specific problem
• Support the most desired management characteristic according to surveys

 
7. Create a feedback culture

• Encourage open, honest feedback
• Ask for/welcome feedback yourself
• Be non-defensive
• Regular feedback
• Time for each person

 
8. Focus on results

• Don't do other behaviours, then miss this critical one!
• Maintain focus on goals and how they can be achieved