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Effective Supervisory. Practices 5th edition
Oakland Fire captain of Fire
96
Other
Professional
09/08/2014

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Cards

Term
Understleading the difference between leading and managing.
Definition

Leading focuses on establishing direction, aligning employees based on the direction, and motivating and inspiring employees to succeed.

 

Managing focuses on short term results. Managing involves planning, budgeting, organizing and staffing, and control and problem solving functions.

Term
Effective supervisors
Definition
Use both leadership and management skills
Term
Moving from being a peer to being a supervisor
Definition

Becoming a successful supervisor requires making changes in your operating style to adapt to your new role and responsibilities

  1. Rethinking your relationships with work friends who are now your subordinates
  2. Letting go of the tasks you used to do and trusting your team to get those asks done.
  3. Keeping an eye on the big picture and longer-term goals.
Term
Building and sustaining a team
Definition
  • Involving employees in decision making
  • Delegating effectively
  • Identifying and resolving problems
  • Making jobs more interesting and rewarding
  • Building relationships
  • Focus on employees strengths
  • Be a leader not a boss
  • Take the time and effort to identify problems before they get out of hand.
Term
Four parts to successful delegation
Definition
  1. Responsibility: Give the employee full responsibility for the specific task you are delegating and clear goals.
  2. Authority: The employee must have sufficient authority to complete task.
  3. Instruction: Employee needs specific instructions on the expectations and work processes and regular feedback to ensure successful completion.
  4. Accountability: Team member must be held accountable for completing the task and achieving the desired outcome. 
Term
What is leadership?
Definition
  • Leaders inspire rather than intimidate
  • Motivate rather than monitor
  • Mobilize rather than manage
  • Leadership is a partnership that requires shared committment and consent from those who choose to follow the leader
  • Consent comes through the development of respect, trust and committment
Term
3 primary sources of influence a supervisor has?
Definition
  1. Role
  2. Reputation
  3. Behavior
Term
5 practices of exemplary leadership
Definition
  1. Model the way
  2. Inspire a shared vision
  3. Challenge the process
  4. Enable others to act
  5. Encourage the heart
Term
10 commitments of exemplary leadership
Definition
  1. Clarify values
  2. Set the example
  3. Envision the future
  4. Enlist others
  5. Search for opportunities 
  6. Experiment and take risks
  7. Foster collaboration
  8. Strengthen others
  9. Recognize contributions
  10. Celebrate the values and victories
Term
Leadership practices
Definition
  • Develop a strong committment to public service ethics
  • Find worthy models and mentors
  • Become a lifelong learner
  • Find the challenges that are right for you
  • Develop a plan to improve your leadership skills and capacity
  • Feedback for self awareness 
Term
More leadership practices
Definition
  • Self care and personal development
  • Physical and emotional fitness
  • Intellectual fitness

Becoming an effective and successful leader is a lifelong journey.

Term
Leadership checklist:
Definition
  • Practice of leadership is a blend of concern for others and concern for task
  • Few leaders are born, leadership can be learned
  • Avoid relying on the power and authority associated with your position to lead and motivate
  • Earn the trust and respect of your employees
  • How others perceive your behavior and how it effects them
  • Leadership self care and learning help contribute to your success as a leader
Term
What is ethics?
Definition
Ethics is a standard of conduct for professional and personal behavior based on shared values.
Term
Ethics guidelines
Definition
  • Equity
  • Trust and transparency
  • Honor
  • Integrity
  • Committment
  • Stewardship
Term
What are 3 A's of ethics
Definition
  • Accountability
  • Awareness
  • Authenticity 
Term
What guidelines will help you model ethical behavior?
Definition
  1. Know the rules
  2. Walk the talk
  3. Teach the way
  4. Hold the line
Term
Role model test?
Definition
What would my role model or Mentor think or do in the same situation?
Term
Parent or child on your shoulder test?
Definition
What would I say to my children or to the person who brought me up about the action I'm about to take.
Term
Newspaper headline test
Definition
He would you feel if tomorrows headlines announced what you are about to do.
Term
Golden rule test
Definition
Would I want to be treated in the way I'm considering treating someone else.
Term
Vision
Definition
What the organization strives to be, a statement of a desirable future.
Term
Mission
Definition
What the organization does to move toward the vision.
Term

Values 

Goals

Tactics

Measures

Definition
  • Values: What the organization stands for.
  • Goals: Specific outcomes to be achieved
  • Tactics: Specific short-term steps to help achieve the goals
  • Measures: Quantitative or qualitative indicators of progress
Term
Vista goals
Definition

Visualized

Inspirational

Specific

Time bound

Assessable

Term
Smart goals
Definition

Specfic

measurable

Attainable

Relevant

Timely

Term

One approach to providing structure.

What is called the Deming wheel?

Definition
Plan-Do-Check-Act planning cycle
Term
Strategic planning
Definition
Involves setting priorities in relation to the organization's vision.
Term
Operational planning
Definition
Involves breaking a strategic plan into the specific steps required to accomplish the work.
Term
ContinuousContinuo sous improvement
Definition
An ongoing effort to improve products, services, or processes.
Term
Effective supervisors
Definition
Spend much more time panning than do less effective supervisors
Term
Eisenhower Mmatrix to prioritize
Definition

Drew a box with urgent, not urgent, important, not important. Box A B C.

Organizing your to do list so you always know what's next when you have time available.

Term
Work flow diagram
Definition
  • Do it
  • Delegate it
  • Defer it
  • Delete it
Term
Procrastination
Definition
Delaying action items that should be done now.
Term
Annual budget
Definition
Local government's single most important financial responsibility
Term
Functions of the budget
Definition
  1. Control
  2. Management
  3. Planning
Term
Operating budget
Definition
Covers revenue estimates and planned expenditures for the year for all ongoing government activities
Term
Captital budget 
Definition
Covers revenue sources and planned expenditures for nonrecurring, multiverse items such as construction, equipment acquisition, or improvement of public facilities
Term
How can you affect budget outcomes
Definition
  • Well maintained equipment 
  • No worker injuries or claims
  • Minimal employee turnover
Term
Four stages a group passes on its way to becoming a team
Definition
  1. Forming
  2. Storming
  3. Norming
  4. Performing
Term
7 steps to building a team
Definition
  1. Show team members where they fit into the system
  2. Hold regular meetings
  3. Set goals with your team members
  4. Encourage team members to suggest solutions to problems
  5. Let team members tell you things you may not like to hear
  6. Let team members help set standards
  7. Respect diversity
Term
Mentoring
Definition
Mentors offer encouragement, serve as role models, and guide employees to growth opportunities
Term
Effective communication 
Definition
Communication is the exchange of information, facts, ideas and meanings.
Term
6 parts of communication
Definition
  1. The sender
  2. The message
  3. The medium
  4. The receiver 
  5. Feedback
  6. Noise
Term
Nonverbal cues
Definition
  • Open
  • Nervous
  • Closed
  • Interested
  • Angry or hostile
  • Bored
Term
Basic guidelines for active listening
Definition
  • Listen to what the employeeis saying w/o judging
  • Try to identify and acknowledge the employees feelings
  • Paraphrase by using your own words to restate what you heard the employee say
  • Ask open-ended questions
Term
Giving feedback 
Definition
  1. Examine your own motives
  2. Consider the receivers readiness to hear your feedback
  3. Give feedback promptly 
  4. Be descriptive than judgemental
  5. Deal in specifics not generality
  6. Own the statements you make
  7. Offer feedback but don't impose it
  8. Avoid words that trigger emotion
  9. Remember that not providing feedback is a message itself
Term
4 generations in the work place
Definition
  • Traditionalists: born between 1922 and 1945
  • Baby boomers: 1946-1964
  • Generation X: 1965-1980
  • Generation Y: millenials 1980-2000
Term
Stereotyping
Definition
Mentally placing individuals into various groups and interpreting their behavior in light of what you think you know about the group. Avoid it.
Term
Employee onboarding
Definition

A process designed to welcome, educate, and connect new employees to the organization, and their specific work unit.

  1. step one: define expectations
  2. Assess employees knowledge and skills
  3. Set targets for development 
  4. Provide training
  5. Monitor progress/provide feedback
Term
Accountability
Definition
Involves both negative and positive responses to performance. Feedback is essential to accountability
Term
Improve your coaching success
Definition
  • Be a conversation partner
  • Define the outcomes
  • Clarify performance expectations
  • Build dynamic capability
  • Engage your team members interests and passions
  • Recognize teachable moments
  • Use multiple coaching media
  • Provide recognition and rewards
Term
Key components of effective counseling
Definition
  • Empathy
  • Caring
  • Listening 
  • Confidentiality
  • Identifying employee needs
  • Being supportive, providing advice
  • Referring to EAP
  • Seeking assistance from HR dept.
Term
Performance improvement plan
Definition
  1. Monitor and assess
  2. Create solution
  3. Develop plan
  4. Get input
  5. Identify problem
Term
Progressive discipline
Definition
  • Act promptly
  • Get all the facts
  • Decide what action to take
  • Hold a disciplinary interview
  • Use the appeal procedure
Term
Accountability continued:
Definition
  • Catch employees doing something right
  • Provide ongoing feedback, and seek out teachable moments
  • Assess your own ability to coach and counsel
  • Conduct regular meetings to discuss changes in policies and rules
  • Know HR rules and regulations of your organization 
Term
Evaluation cycle
Definition
  • Ongoing
  • A year long process
  • Establishing performance criteria
  • Setting goals
  • Setting standargoals conduct
  • Conduct evaluation interview
  • Maintain employee records
Term
Common performance eval errors
Definition
  • The central tendency effect: rates everyone at midpoint of the scale.
  • Recency factor: based on recent event
  • Halo or horn effect: performance in one area influences the ratings for other areas
  • Personal bias
Term
Maslows hierarchy of needs
Definition
  • Physiological needs
  • Security needs
  • Social needs
  • Esteem needs
  • Self actualization or self fulfillment needs

Lower level needs must be satisfied before higher level needs have any effect on motivation

Term

Abraham Maslows's hiearchy of needs 

Note: Individual needs are organized on a hierarchal ladder.

The lower needs must be satisfied before higher level needs have any effect on motivation.

Definition
  • Physiological needs; food shelter, clothing and environment that sustains life
  • Security needs: physical, safety and orderly environ.
  • Social needs:acceptance and sense of belonging
  • Esteem needs: self respect and respect of others
  • Self actualization or selfulfillment needs:full development of individual abilities and a satisfying personal life
Term

Herzberg's motivation factors 

Factors most likely to motivate

Definition
  • Achievement
  • Recognition
  • Work itself
  • Responsibility
  • Advancement
  • Growth
Term
Herbert's ten factors likely to demotivate
Definition
  • Policies/admin
  • Supervision
  • Relationship with supervisor
  • Work conditions
  • Salary
  • Relationships with peers
  • Personal life 
  • Relationships with subordinates
  • Status and security 
Term
Reduce dissatisfaction in your teamby by promoting the most frequent sources of employee satisfaction and productivity
Definition
  • Giving your employees opportunities to succeed and experience high achievement 
  • Recognizing and celebrating good work, talent and effort
  • When possible, allowing to take on additional responsibilities and work toward opportunities for advancement 
  • Helping employees develop their skills abilities 
Term
Daniel H. Pink summarizes employee motivation in three concepts:
Definition
  1. Autonomy
  2. Mastery
  3. Purpose
Term
Herzberg and Mazlow
Definition
Both disapprove the assumption held by some ssupervisors that many employees dislike work and will avoid it if possible
Term
RESPECT
Definition

Respect

Empowerment

Supportive feedback

Partnering

Expectations

Consideration

Trust

Term

Ways to cultivate purpose among your employees:


Definition
  • Promote a supportive team environment
  • Model a positive attitude
  • Align employees and their work with a larger strategic vision and values by highlighting connections between their efforts and the end results
  • Provide fair and desirable rewards and recognition
  • Trust employees to do the right thing
Term
Myers Briggs type indicator
Definition

16 personality types;

  • Extrovert or introvert
  • Sensing or intuition
  • Thinking or feeling
  • Judging or perception
Term
Nine tips to manage your manager
Definition
  1. Share info strategically 
  2. Respect your managers role as a generalist
  3. Be a problem solver
  4. Exercise initiative
  5. Under promise and overdeliver
  6. Avoid surprises and nevebluff
  7. Support your managers leadership
  8. Meet your manager where he is
  9. Earn trust by doing good work
Term
Planning for change
Definition
  • How quickly
  • Big steps or little steps
  • How many changes
  • Right now or later

 

Term
implementing change
Definition
  • Is this a good change
  • Does it comply with safety regs
  • Does it conflict with any working conditions 
  • Will it reduce costs. Increase services levels, improve quality.
  • How might your improvement affect the work of other units and depts.
Term

Implementing change is difficult


Definition
  • I like the old way
  • It'll take to long to switch everything
  • It probably won't work anyway
  • You should have seen the last time they tried this.
  • Sounds complicated
  • I just got he hang of this
  • What if the new way is to hard
  • What if they won't need me anymore
Term
6 stages people move through in responding to change
Definition
  1. Loss
  2. Doubt
  3. Discomfort
  4. Discovery
  5. Understanding
  6. Integration
Term
Building committment to change in 3 steps
Definition
  1. Promote the why
  2. Promote the how
  3. Maintain momentum
  1. Support the change, not the resistance 
  2. listen for questions and suggestions
  3. Provide well instruction and coaching
  4. Monitor progress and enforce accountability
  5. feedback break
  6. break change into smaller steps
  7. Provide simple job aides
  8. Celebrate the teams success
Term
Discrimination and harassment 
Definition
  • Discrimination: is making a choice such as what you eat for supper or your favorite or your favorite color
  • Illegal discrimination: is making biased employment decisions against a person because of their protected characteristics
  • Harassment: is a legal term describing a form of discrimination where a person is subjected to threatening, intimidating, embarrassing, or other offensive and unwelcome behavior because off gender, race, ethnicity, disability, religion etc.
Term
Disrespectful behavior
Definition
While not a legal term, describes actions that insult or indicate hostility or aversion towards someone. The behavior is not directed at a person of a protected characteritic.
Term
Examples of brohibited behavior in the workplace
Definition
  • Pressure for sexual favors
  • Derogatory ethnic or racial jokes, gifts, images, graffiti, emails, tweets, or comments about a persons gender, religion, age, color, race, weight, medical condition,or other protected characteristic
  • Sabotaging an employees work or withholding information from the employee because of gender, religion, sexual orientation, disability or other protected characteristic 
Term
Organizations harassment policy
Definition

Policy identifies:

  • Types of prohibited behaviors
  1. Supervisor and employee responsibilities in preventing workplace harassment 
  2. The process for filing a complaint
Term
Title VII of the 1964 civil rights act
Definition
  • Prohibits discrimination in hiring, promotion, discharge, pay, benefits, job training, classification, and other aspects of employment on the basis of race, religion,color, national origin, sex, age, disability, pregnancy, and other protect characteristic 
Term
Age discrimination act
Definition
Protects applicants and employees 40 years of age and older from discrimination in hiring, promotion, discharge, compensation terms, conditions, or privileges of employment
Term
The family medical leave act of 1993
Definition

Entitles eligible employees to take up to twelve weeks of leave during any twelfth month period for one or more of the following reasons

  • Birth of and care for a child
  • Placement of and care for a child through adoption or foster care
  • Care for the employees spouse, son, daughter, or parent with a serious health condition
Term
Sexual orientation
Definition
describes a persons emotional, physical, and romantic attraction to members of the same or opposite gender
Term
Gender identity
Definition
Refers to an internal understanding of self as a man or a woman
Term
Transgender
Definition
Refers to people whose gender identity, or how they feel about being a man or woman doesn't match their birth gender
Term
Role of supervisor
Definition
  • Know your organizations harassment policy and complaint process
  • Estab and maintain a harassment and discrimination free work environment 
  • Encourage respectful behavior 
  • Recognize behavior that is prohibited
  • Respond appropriately to all complaints
Term
Conducting an initial interview
Definition
  1. Receive the complaint
  2. Obtain details
  3. Respond appropriately to the complaintant's concerns and questions
  4. Close the interview
Term
Effective intervention
Definition
  • Drawing a line between acceptable and not acceptable behavior
  • Applying effective communication techniques to stop harassment and disrespectful behavior
Term
Carrying out an intervention
Definition
  1. Document your conversation
  2. Objectively identify the specific behavior that is prohibited
  3. Identify the policy that prohibits the behavior
  4. Respond to questions and concerns from the employee
  5. Ask the employee to stop the prohibited behavior
  6. Safe for and receive the employees committment to stop the specific behavior and any similiar in the future
  7. Contact the HR dept to report your conversation and the outcome
  8. Monitor the workplace to ensure behavior has stopped
Term
Preventing retaliation
Definition

Retaliation is prohibited by federal law and your organizations harassment policy

  • Examples of retaliation
  1. Avoiding the complaintant In the work place
  2. Drawing unnecessary attention to the compl.
  3. Spreading rumors about the compl.
  4. Trying to find out who made the complaint 
Term
Checklist
Definition
  • Become familiar with harassment discrimination policies
  • Learn to recognize prohibited behavior 
  • Treat your employees respectfully
  • Take every complaint seriously
  • Use the 4 step process for receiving complaints
  • Interven when you witness prohib behavior
  • Use 8 step process for carrying out an effective intervention
  • Prevent retaliation
Term
Elements of an effective workplace safety program
Definition
  • Clear and easy to reference safety guidelines and policies
  • Joint management and employee development of the plan
  • Clear and well understood duties for all areas of the safety program
  • Accountability among all employees for achieving workplace safety goals
  • A review of operations annually to evaluate the plans effectiveness
Term

Safety

you can start with theses 2 actions

Definition
  • Conduct a workplace safety analysis
  • Develop a corrective action plan
Term
Four major causes of accidents
Definition
  • People: when properly trained and motivated, less accidents 
  • Equipment
  • Materials
  • Work environment 
Term
Safety
Definition
  • Safety is everyone's responsibility
  • Take advantage of resources provided to increase safety
  • Be familiar with policies, procedures
  • Support employee participation in program
  • Be a noodle for safe work performance and health living
Term
Quality customer service
Definition
Often defined as meeting or exceeding customer expectations
Term
Golden rule in customer service
Definition
Treat others the way you want to be treated yourself
Term
Providing exceptional customer service
Definition
  • Accessibility 
  • Professional work environment
  • Courtesy
  • Org culture
  • Team appearance
  • Interpersonal communications and engagement
  • Listening skills
  • Empathy
  • Credibility and competence
  • Use of technology
  • Ownership
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