HR Management PDF

TOPIC 1: MANAGING HUMAN RESOURCES  Appraising Performance of Office Employees  Recruitment and Selection of Employees - A performance appraisal, employee appraisal, - Recruitme...

TOPIC 1: MANAGING HUMAN RESOURCES  Appraising Performance of Office Employees  Recruitment and Selection of Employees - A performance appraisal, employee appraisal, - Recruitment – Recruitment is a process of performance review, or (career) development finding and attracting the potential resources for discussion is a method by which the job filling up the vacant positions in an organization. It performance of an employee is evaluated (generally sources the candidates with the abilities and attitude, in terms of quality, quantity, cost and time) which are required for achieving the objectives of an organization.  Aims of Performance appraisal are to: - Recruitment and Selection process is a process - Give Employees feedback on performance of identifying the jobs vacancy, analyzing the job - Identify employees training needs requirements, reviewing applications, screening, - Document criteria used to allocate organizational shortlisting and selecting the right candidate. rewards - Form a basis for personnel decisions  Orientation of Employees - Provide the opportunity for organizational 1. Knowing the Employees Benefits diagnosis and development 2. Knowing their duties and responsibilities - Facilitate communication between employee and 3. Knowing what are the Do’s and Don't s. administration 4. Knowing the company procedure - Validate selection techniques and human resource 5. Embracing the culture of the Company and the policies to meet the equal employment opportunity Organization requirements 6. Knowing what lies ahead for them - To improve performance through counseling, coaching and development  Supervising employees - Supervision is the act or function of overseeing  Methods of performance appraisal something or somebody. A person who performs - Management by Objectives supervision is a "supervisor", but does not always - 360 degrees appraisal have the formal title of supervisor. A person who is - Behavioral Observation Scale getting supervision is the "supervisee". - Behaviorally Anchored rating scales  Characteristics of Performance appraisal  ROLES OF SUPERVISOR systems 1. Goal Setter 1. Appraisal Match the Job Descriptions 2. Evaluator 2. Appraisal are Legally Complaint 3. Human Resource Specialist 3. Appraisers should be Trained 4. Computer Expert 4. Appraisal Systems require follow-up 5. Producer  Basics of Conducting Employee 6. Adviser Performance Appraisals 7. Idea Champion 1. Design a legally valid Performance Review 8. Environmental Watchdog Process 9. International Manager 2. Design a Standard Form for Performance Appraisals  TRAINING AND DEVELOPMENT 3. Schedule the first performance review for six months after the employee starts employment 4. Initiate the performance review process and upcoming meeting 5. Have the Employee suggest any updates to the Job Description and provide written input to the appraisal 6. Document your input-reference the Job Description and Performance Goals 7. Hold the Performance Appraisal Meeting 8. Update and Finalize the Performance Appraisal Form 9. Nothing should be Surprising to the employee during the appraisal meeting  Promotion, Transfer and Rotation  CLASSES OF INCENTIVES - Promotion is advancement of an employee t a 1. Remunerative Incentives better job-better in terms of greater responsibility, 2. Moral Incentives more prestige or status, greater skill and especially 3. Coercive Incentives increased rate of pay salary” - Transfer is defined as the moving of an employee  FRINGE BENEFITS from one job to another. It may involve a promotion, - Fringe benefits are perks that employers give to demotion or no change in the job status other than their employees above and beyond any financial moving from one job to another. However, transfer compensation. is viewed as change in assignment in which the employee moves from one job to another in the  Labor-Management relations in the office same level of hierarchy pay. - Labor-Management relations are the most - Demotion is the reassignment of a lower level job complicated set of relations that any HR Manager to an employee with the delegation of has to deal with. Efficient maintenance of labor responsibilities and authority required to perform relations helps the HR Managers in developing a that lower job and normally with lower level pay. harmonious environment within the organization - Thus, promotion is upward reassignment of a job, which, in turn, helps the organization in effectively demotion is a downward job reassignment whereas achieving its goals and objectives. transfer is a latter or horizontal job reassignment.  Purposes of Labor-Management relations  JOB ANALYSIS 1. Lessen Industrial Disputes - Job analysis is the process of studying a job to 2. Place employers in a more equal position with determine which activities and responsibilities it the unions in bargaining and labor relations includes, its relative importance to other jobs, the procedures qualifications necessary for performance of the job and the conditions under which the work is  Procedural Due Process performed. - Key term used: Knowledge, Skills, Ability, Personal Characteristics, and Credentials  JOB EVALUATION 1. Job Ranking 2. Job Classification 3. Factor Comparison 4. Point Method 5. Consideration  COMPENSATION / SALARY ADAMINISTRATION - used to : 1. Recruit and retain qualified employees 2. Increase or maintain morale/satisfaction 3. Reward and encourage peak performance 4. Achieve internal and external equity 5. Reduce turnover and encourage company loyalty 6. Modify practices of unions  COMPONENTS OF COMPENSATION SYSTEM 1. Job Description 2. Job analysis 3. Job Evaluation 4. Pay Structures TOPIC 2: CREATING EMPLOYEE AND > Heed on psychological safety CUSTOMER SATISFACTION > Promote a diverse work culture -A good environment will help your employees to  The link between employee satisfaction and maintain a good relationship with your customer. customer satisfaction Thus leading to high customer satisfaction. - The products or services you have to offer your customers might be driving factors that lead to 3. Employee Survey customer satisfaction. Thus, one of the most - To have a constant update on how your employees prominent factors that one should focus on is are feeling in the organization, managers can opt customer service. for employee survey. - Excellent customer service is achievable when -Once you gain essential insight into what your your employees are eager to work if the job is right employees think, you can work on the for them. Always keep in mind that employee improvements. With swift action, you can- engagement is the key to achieving employee > Make employees feel valued satisfaction. > Resolve problems - If they are more driven towards their job, they are > Increasing their morale and boost their confidence more successful in bonding with the customers. It shows their level of satisfaction in the organization. 4. Developmental Programs - The majority of today’s workforce is made up of  Satisfied employees are- millennials who are enthusiastic and hard-working. 1. Engaged Employees - Your employees’ level of These millennials are innovative, leaders of their engagement will define their ability to heed to the own, and are on the constant lookout for growth. customer’s problems. - To provide growth opportunities, you can build 2. Successful in Bonding - When your employees effective developmental and training programs for are satisfied with their job, it will reflect in the way the employees. they handle a customer. They will be able to listen It will help them improve their skills, but it will also to their concern, become more respectful, and treat help them become more proficient at their jobs. them well. - This will further cement your employee’s loyalty 3. Positive Energy - Employees who are positive towards the organization. towards their job are enthusiastic and confident. - With adequate developmental opportunities, your This is a crucial factor when customer service comes employees will be satisfied with their workplace. into play. - Furthermore, a happy employee means satisfied and loyal customers, which will grow your presence  Building Employee Satisfaction Leading to in the vast corporate world. Customer Satisfaction 1. Employer-Employee Relationship  WORKPLACE TEAM - The employer-employee relationship is one of the - A workplace team means a group of employees most important aspects of an organization. But, it is who are working together on either a temporary or crucial to maintain an excellent employee-employee permanent basis to achieve a common objective. relationship. - The kind of team that you set up among your - Establishing an excellent employer-employee business employees depends on that employee relationship reduces the chances of conflicts and team’s assigned goal. fosters bonding. It also boosts- - Here are the three most common types of work > Collaboration in the workplace teams: > Improves problem-solving skills 1. Project team – a group of people brought > Fosters a learning environment together to accomplish a particular project, typically, This, in the long run, increases employee when the project ends, team ends. satisfaction and reduces employee turnover. 2. Cross-functional team – made up of employees from different departments or areas of the business. 2. Employee Experience 3. Self-directed work team – a team that - Building a sustainable system where employee determines how it will get a job done and has the experience is the focus is vital. When your authority, and often the budget, to carry out employees get the best experience in an organization, decisions. it brings the best in them. > Create a good working environment  Why customer service is important to like to see in your product or what the biggest pain growing your business. points are. - Providing great customer service can generate - These customer service insights are crucial in more marketing and sales opportunities. So, meeting driving the most critically important product your customers’ satisfaction is paramount to keeping decisions. your business growing successfully. 5. Make better business decisions.  Here are five more reasons why customer - They can help you improve virtually every aspect service is important to your business: of your business. 1. Increase Sales. - Your help desk can also provide an overview of - Customer support isn’t just about retaining CSAT (customer satisfaction) scores and customer customers. It’s also an effective way to increase health indicators. sales. It’s not just your existing customers who have - Or track the most requested customer features. questions — your prospects do too. When you look at a help desk solution, make sure - It’s been reported that 52% of customers will it’s easy to get the insights you need to make faster, abandon online purchases if they can’t find the smarter decisions. information they’re looking for. ------------------------------------------------------------- - Provide online support or easy ways for your reps TOPIC 3: MANAGEMENT OF RECORDS, to get the answers they are looking for. FILING PROCEDURES & RECORD TECH - Save your sale by getting customers and prospects the information they need, when they need it.  What is the importance of filling? - Filing is very important to store and preserve 2. Retain customers office records and documents. It is needed for the - For small businesses, with limited time and protection of record, to provide reference, to settle resources, customer satisfaction is even more disputes, to increase working efficiency, to build important. image etc. - Offering fast, helpful customer service is critical to retaining customers  Needs or importance of filing system can be - Not to mention that happy customers and word of discussed as follows: mouth can also be some of the most effective drivers 1. Protection of records - Filing stores documents for new business. in files and cabinets. 2. Ready reference - Files provide ready reference. 3. Find opportunities to cross-sell and up-sell 3. Legal evidence - This is another importance of - Your current customers can be one of your best proper filing system. sources of business. 4. Efficiency - Good filing system increases office - Customer relationship management (CRM), efficiency. everyone at your company can be in the know about 5. Planning and control - Filing provides customers. information for formulating plans. - Sales knows when a customer needs help. 6. Follow-up actions - Filing is important for - When you share customer information, product follow-up actions. insights, and support metrics across the company, 7. Image building - Filing is also important to build not only can everyone be more productive and do a and maintain the image of the organization. better job of building relationships, but you can uncover opportunities to cross-sell and up-sell  RECORDS MANAGEMENT customers. > Records is something that represents proof of existence and that can be used to recreate or prove 4. Improve the products and services you offer state of existence, regardless of medium or - A good customer service application will gather characteristics, record can be created or received by information from a huge variety of sources across an organization in pursuance of, or compliance with your business and beyond. legal obligations or in the transaction of business. - It can tell you how customers are interacting with Records can be tangible or intangible your product and if they’re having problems. - If you categorize your cases carefully, you can see >Records management (RM) also known as what modifications and features customers would record and information management or RIM, is the professional practice of managing the records of an organization throughout their life cycle, from the filing clerk can send the required paper to the time they are created to their eventual disposal. concerned officer on the specified date. This includes identifying: 6. RETRIEVAL Identifying, Classifying, Storing, Securing, - Whenever any file needed by the executive for any Retrieving, Tracking, Destroying or permanently reference, it should be removed from the cabinet preserving records. only when a written requisition is sent by him. On receipt of the requisition, the filing clerk should  FILLING RULES AND PROCEDURES - prepare an “Out guide” or out card. STEPS IN OFFICE FILLING - A notation should be made on the out card as to the PROCEDURE date of withdrawal, the name of the person who has 1. ORDER TO FILE withdrawn the file and the approximate date by - All documents need not be filed because all papers which it should be returned. The out card is put in are not equally important. Hence, a responsible the place of the file on the document in the folder, officer should decide whether the record in question which is removed till the file, or the paper is is to be preserved or not. Therefore, no document returned back. should be filed unless the concerned official orders - The records should be periodically verified say it to be filed. He should write the order, sign it and once in two weeks or once in a month and a list of put the date. Only such documents should be filed. overdue records or files is prepared. Requests should All unnecessary documents, therefore, shall not get also be sent to the concerned officials who are accumulated in the folders. keeping the file to return them. 2. PREPARATION 7. RETENTION - In preparing the record filing, the record clerk - Some documents due to their legal requirements or should read the paper and ascertain its filing active use should be retained for a long period. The classification. All related papers should also be management should therefore lay down a definite attached to the main record. Ruth L.Moore house policy of records retention and destruction. suggests that they should be stapled in the top left hand corner.  ELECTRONIC RECORD KEEPING - The papers should be then punched if they are to - Most businesses use accounting software programs be fastened in files or folders. The record should be to simplify electronic record keeping and produce marked or indexing for classification with a colour meaningful reports. pencil or by encircling key words or numbers on the > Advantages: record. If necessary, a cross-reference should also be - Helps you record business transactions, including made on the record. income and expenses, payments to workers, and stock and asset details. 3. SORTING AND FILING - Efficient way to keep financial records and - After coding, indexing and cross-referencing, the requires less storage space. papers should be carefully filed in the correct - Provides the option of recording a sale when you classification. If necessary, the folders should be raise an invoice, not when you receive a cash removed and opened flat, and the latest record payment from a client. should be placed on the top. Chronological order is - Easy to generate orders, invoices, debtor reports, an accepted practice, because this would help the financial statements, employee pay records, staff to locate the document easily in case of future inventory reports. reference. - Automatically tallies amounts and provides reporting functions. 4. FOLLOW UP SLIP - Keeps up with the latest tax rates, tax laws and - Some documents — for instance purchase orders, rulings. bills for payments etc. require follow up action. The - Many accounting programs have facilities to email concerned executive should note the follow up invoices to clients, orders to suppliers, or BAS instructions. The filing clerk should then prepare a returns to the Australian Taxation Office. follow up slip and should attach it to the relevant - Allows you to back up records and keep them in a paper on files. An extra copy of such paper may be safe place in case of fire or theft. kept in the follow up file as a reminder so that the  ELECTRONIC BACKUP 3. Stick to your schedule. - Set up a secure electronic backup system to ensure > Create an agenda that lays out everything you plan records are safely stored and regularly backed up. to cover in the meeting, along with a timeline that Daily backups are recommended, particularly for allots a certain number of minutes to each item and important records. Make sure the backup copies are email it to people in advance. stored in a separate location to your business in case - Once you’re in the meeting, put that agenda up on of fire, theft or a natural disaster. a screen or whiteboard for others to see. - For small businesses, the cheapest backup options are CDs and memory sticks. If your business has 4. Take no hostages. large amounts of data, external hard drives are a > Nothing derails a meeting faster than one person popular backup option. talking more than his fair share. ------------------------------------------------------------- - If you notice one person monopolizing the TOPIC 4: Arranging Meetings & Conferences conversation, call him out. Say, “We appreciate your Developing Effective Meetings, Conferences & contributions, but now we need input from others Travel Arrangements before making a decision.” Be public about it. Establishing ground rules early on will create a > Meeting is an assembly of people, especially the framework for how your group functions. members of society or committee for discussion or entertainment. 5. Start on time, end on time. > Conference is a formal meeting for discussion, it > If you have responsibility for running regular is a formal gathering where people talk about a meetings and you have a reputation for being chosen topic someone who starts and ends promptly, you will be “By failing to prepare, you are preparing to fail” amazed how many of your colleagues will make - Benjamin Franklin every effort to attend your meetings. - People appreciate it when you understand that their  HOW TO RUN EFFECTIVE MEETING time is valuable. Another note on time: Do not AND CONFERENCES schedule any meeting to last longer than an hour. 1. Make your objective clear. Sixty minutes is generally the longest time workers - A meeting must have a specific and defined can remain truly engaged. purpose. > Before you send that calendar invite, ask yourself: 6. Ban technology. - What do I seek to accomplish? > The reality is that if people are allowed to bring - Are you alerting people to a change in iPads or BlackBerries into the room, they won't be management or a shift in strategy? focusing on the meeting or contributing to it. - Are you seeking input from others on a problem - Instead, they’ll be emailing, surfing the web, or facing the company? just playing around with their technology. Eyes up - Are you looking to arrive at a decision on a here, please. particular matter? - Standing meetings with vague purposes, such as 7. Follow up. “status updates,” are rarely a good use of time. > It’s quite common for people to come away from the same meeting with very different interpretations 2. Consider who is invited. of what went on. > When you’re calling a meeting, take time to think - To reduce this risk, email a memo highlighting about who really needs to be there. what was accomplished to all who attended within - If you’re announcing a change, invite the people 24 hours after the meeting. who are affected by the announcement. - Document the responsibilities given, tasks - If you’re trying to solve a problem, invite the delegated, and any assigned deadlines. That way, people who will be good sources of information for everyone will be on the same page. a solution. - When people feel that what’s being discussed isn’t “Running a conference can be a massive relevant to them, or that they lack the skills or undertaking. And the bigger the event, the more expertise to be of assistance, they'll view their variables there will be to address, be mindful of and attendance at the meeting as a waste of time. plan for.” - Walt Disney  Key Steps Needed To Ensure Your Event 6. Choose your speakers carefully. Connects With Your Audience. - Depending on the size and nature of your event, you can also put the call out for speakers and have 1. Work out the key details in advance. them apply to win a spot on your roster. Naturally, - It’s important to set yourself up for success. So, there are speakers and presenters in your industry while the temptation might be to gloss over the finer that are more credible, authoritative, notorious, details of running a conference, you have to take the popular or something else. Consider what prominent time to think ahead about how it’s all going to come experts you could bring in based on their availability together -- or your event could end up a disaster. and your budget. - What are your goals for your event? What do you hope  TRAVEL ARRANGEMENTS to achieve? - A plans for where and when you are travelling, - Who is this event for? Why will these people attend? how you are travelling, and where are you sleeping. - When and where will the event take place? What should >Making travel arrangements for a business a ticket cost? trip is something that most people will have to do - How much will the event cost? What is your budget? - Who is going to speak at your event? How will the many times over the course of their career, but for schedule be organized? those who are new to the process, it can seem intimidating and confusing. 2. Determine what your value proposition is. > Consider following these steps. - As with any product or service, you must be clear 1. Prepare a Preliminary Itinerary - Everything on what your guests will walk away with after from the location of the hotel to the flight times that attending your conference. And, depending on who are selected should be based around the schedule, so your target audience is, that’s going to vary. it is important to develop this schedule before making travel arrangements. 3. Choose the perfect venue. 2. Look for Flight Times at Convenient Times - - Your venue can make or break the event. That may The flight times that are selected for a business trip at first seem like an overstatement, until you are critical. Most people may have a busy schedule consider all relevant factors. A great venue should at home and may want to leave as late as possible offer a "hallway" area in which attendees can and arrive back home as soon as possible. network during the breaks, as well as be a relatively 3. Consider Trip Packages - With business travel private area for the event. arrangements, there may be less pressure to find a great deal than if a traveler is making personal travel 4. Decide the best time to hold your event. plans. However, most business travel arrangements - Give yourself plenty of time to plan for your event. will need to be approved by the company or If you have too tight of a deadline, many things business first, so it is wise to shop around to find the could fall through the cracks. Additionally, you'll best deal available. want to do some research and uncover any 4. Reserve a Car - In some cities, reserving a car is competing events occurring. Another benefit of not necessary, but car travel continues to be one of deciding your event in advance advance is giving the most convenient and fastest ways to travel in your potential audience plenty of notice. most cities. 5. Find a Conveniently Located Hotel - This will 5. Choose the perfect venue. reduce travel time between the hotel and meeting - Your venue can make or break the event. That may places, and this can reduce stress and make the trip at first seem like an overstatement, until you more enjoyable. consider all relevant factors. A great venue should 6. Get Approval and Print Receipts - With most offer a "hallway" area in which attendees can business travel plans, it is necessary to get internal network during the breaks, as well as be a relatively approval from the business for the cost of major private area for the event. items such as the hotel and flight and be sure to print Set your budget. out receipts for the flight, hotel and more. - Taking all considerations into account, how much 7. Gather Travel Documents and Reservation will your event cost? Assess the pertinent areas, Numbers Together - A final tip to follow when including the venue, speakers, entertainers, catering, making business travel arrangements is to gather staffing and the like. together all travel documents and reservation numbers. There may be reservation numbers for flights, the hotel, the rental car service and more. TOPIC 5: Job & Skills Matching Job 3. The Work Values Matcher is a card sort that helps Information Search Preparation of Application you identify the qualities that are most important to Letters and Resumes Job Interview Skills and you in a career and the place you work Job Advancement Strategies 4. For more assessments and help with understanding and applying your results, talk with a  Job skills and Matching career counselor at a community college, Job information search community agency or your nearest American Job Center - Job searching or job hunting or job seeking is the act of looking for employment, due to  Preparation of Application Letters and unemployment, discontent with a current position, Resumes or a desire for a better position. Job Interview Skills and Job Advancement Strategies - Advancement is the process of promoting a person in rank or status.  RESUME - A document used by a person to present their  How to Match Your Qualifications to a Job background and skills. - One of the most important things you can do when job searching is to show companies how well you’re  CURRICULUM VITAE qualified for the jobs you're applying for. Doing so - Short for the Latin phrase “curriculum vitae” will make it easier for the hiring manager to meaning “course of life”—is a detailed document consider you a candidate well-worth interviewing. highlighting your professional and academic history. CVs typically include information like work  How to Analyze the Job Listing experience, achievements and awards, scholarships or grants you’ve earned, coursework, research - Job postings are typically broken into several projects and publications of your work. sections. Expect to see: - A CV and resume are similar in that they’re both 1. Information about the company documents that summarize your professional history, 2. Details on the desired qualifications of education, skills and achievements. They’re also applicants both documents you might provide an employer for 3. A description of the responsibilities involved in consideration for an open position. the role 4. Directions for how to apply  CV Format - While your CV should be specific to your  ASSESS YOURSELF background and tailor to the job for which you're - Find careers that match your skills, interest, and applying, there are several steps you can take to values. ensure you write an effective CV. - Assessment helps you learn about yourself. - Most CVs include the following sections: - Assessments can help you choose a good career fit. 1. Contact information 2. Academic history > Career assessment is a way to learn more about 3. Professional experience how well a variety of careers might suit you. 4. Qualifications and skills Different types of assessments focuses on specific 5. Awards and honors areas, such as skills, interests, or values. Typically, 6. Publications an assessment asks you to answer questions about 7. Professional associations what you like, don't like, what’s important to you, 8. Grants and fellowships and what your strengths are. 9. Licenses and certificates > Try these assessments to start: 10. Volunteer work 1. The Interest Assessment is a quick 30-question 11. Personal information (optional) assessment that identifies your interests and matches 12. Hobbies and interests (optional) them to careers 2. The Skills Matcher identifies your skills and matches them to careers that use those skills  Develop your interview skills  Some basic questions to ask before - The best way to alleviate your anxiety and come preparing for an interview across as confident and knowledgeable is to prepare ahead of time and practice, practice, practice - What are the most commonly asked interview questions? > Examples of interviewing skills - Do I know the difference between behavioral interview questions and situational interview 1. Verbal communication: Throughout the questions and can effectively answer either type of interview, the interviewer will pay attention not only questions? to the things you say but also to how you say them. - How much information is too much and how much Verbal communication includes the pitch and tone is too little? of your voice, speaking clearly and concisely, being - Is it ok to use examples for unpaid experiences. If honest and polite and using active listening to never had a paid job before respond appropriately. - What should I wear? --------------------------------------------------------------- 2. Nonverbal communication: The interviewer will TOPIC 6: Different Theories and Styles of also pay close attention to your nonverbal Leadership People Development and Self- communication skills throughout the interview. motivation Nonverbal communication is what your body language tells someone during a conversation.  What is LEADERSHIP? Nonverbal communication includes eye contact, - The individuals who are the leaders in an posture, facial expressions and gestures. organization, regarded collectively. 3. Time management: Time management skills  Leadership involves: include the ability to plan, prepare and organize 1. Establishing a clear vision, your time to work efficiently and productively. You 2. Sharing that vision with others so that they will can show your time management skills during an follow willingly, interview by arriving to the interview on time and 3. Providing the information, knowledge and being aware of how much time you spend answering methods to realize that vision and each question. 4. Coordinating and balancing the conflicting interests of all members and stakeholders. 4. Confidence: Self-confidence is important during an interview because it helps make the interviewer  BEHAVIORAL THEORIES OF feel more confident about your skills, experience LEADERSHIP and knowledge. - Behavioral theories of leadership are based upon belief that great leaders are made, not born.  How to improve interviewing skills - According to this theory, people can learn to - How you deliver on the interview starts long become leaders through teaching and observation. before you walk in the front door. Being prepared beforehand is important and is having a cheery and  SITUATIONAL THEORIES OF professional outlook. LEADERSHIP > Here are several tips you can start using to - Situational Leadership Theory, is a leadership improve your interviewing skills: theory developed by Paul Hersey and Ken 1. Know how to use the job description. Blanchard 2. Research the company. - Fundamental underpinning of Situational 3. Review your resume. Leadership Theory is that there is no single “best” 4. Prepare your clothing in advance. style of leadership. 5. Practice for the interview. - That effective leadership varies, not only with the 6. Prepare questions for the interviewer. person or group that is being influence, but it will 7. Perform an informational interview. also depend on the task, job or function that needs to 8. Be observant and listen closely to the be accomplished. interviewer. 9. Know how to respond when you need time to think. 10. Be polite to everyone you meet.  11 COMMON LEADERSHIP STYLES this leader looks like by the time they finish the project. 1. Authoritarian (autocratic) Leadership - Authoritarian—also referred to as autocratic— > Laissez-faire leaders might associate with these leaders have clear command and control over their statements: peers. Decision-making is centralized, meaning - The group can decide what’s best for them, but I there is one person making the critical decisions. An expect a stellar end product. authoritarian leader has a clear vision of the bigger - In disagreements within the company, others can picture, but only involves the rest of the team on a make a decision without my input. task-by-task or as-needed basis. - I’ll pass along resources to my team. From there, I want group members who are self-starters and can > An authoritarian leader might associate with these determine how to proceed. statements: - I prioritize my own learnings over those of the team. - In disagreements within the company, my view is typically the right one. - If there are too many voices speaking, we can’t get the job done. - I ignore those who have opposing opinions on a project I'm in charge of 2. Participative (democratic) Leadership - Participative or democratic leaders welcome everyone’s opinions and encourage collaboration. While they might have the final say, these leaders - Those with opposing views can try their methods distribute the responsibility of making decisions to individually. everyone. 4. Visionary Leadership - Participative leaders are part of the team. They - Visionary leadership is comparable to Lewin’s invest their time and energy in their colleagues' authoritative leadership style. Visionary leaders growth because they know it will, in turn, help them have clear, long-term visions, and are able to inspire reach the end goal. If you excel in collaborative and motivate others. group environments, this might be your leadership - This type of leadership is best used when there is a style. big change in the company or a clear direction is needed. In this case, people are looking for someone >Participative leaders might associate with these they trust to follow into the unknown. statements: - It is less successful when other team members are - If I prioritize the group’s learnings, it will benefit experts who have differing ideas or opinions than my role. that of the leader. These team members won’t want - In disagreements within the company, we should to blindly follow a leader they don’t agree with. hear everyone’s opinion and then come to a solution. - The more people we have working on a project, 5. Coaching Leadership the better the outcome will be. - A coaching leader is able to identify other team - I welcome those with opposing views because it members’ strengths and weaknesses and coach them will make the end product better to improve. They are also able to tie these skills to the company’s goals. 3. Delegative (laissez-faire) Leadership -Coaching leadership is successful when the leader - Delegative leaders offer very little guidance to the is creative, willing to collaborate, and can give group. They allow team members complete freedom concrete feedback. It’s also important that the coach in the decision-making process. knows when to step back and give the person - Delegative leaders separate themselves from the autonomy. group and choose not to participate or interrupt the - If you’ve ever had a bad coach, you know that current trajectory of a project. Their comments are coaching isn’t for everyone. When done poorly, infrequent. Group members might even forget what coaching leadership can be seen as micromanaging. 6. Affiliative Leadership noteworthy styles of leadership: transformational - Affiliative leadership is relationship-focused. The and transactional intention of an affiliative leader is to create harmony. This charismatic leader works to build and foster > In this leadership style, transformational leaders relationships within the workplace which leads to a effectively gain the trust and respect of others who more collaborative and positive work environment. want to follow them. - An affiliative leader is helpful when creating a new > The four I’s are used to measure how team or when in crisis, as both of these situations transformational a leader is. require trust. This leadership style can be harmful > The four I’s of transformational leadership are: when the leader focuses too much on being a friend I. Individualized consideration, and is less concerned with productivity and II. Intellectual stimulation, company goals. III. Inspirational motivation, and IV. Idealized influence. 7. Democratic Leadership - Democratic leadership is the same concept as 11. Transactional Leadership Lewin’s participative leadership. All team members - Transactional leadership was first conceptualized are encouraged to participate and share ideas. As a by sociologist Max Weber. It was then elaborated on result, the team feels empowered, even though the by Bernard M. Bass in opposition to leader ultimately has the final say. transformational leadership. - Democratic leadership is successful in highly - Transactional leadership uses rewards and skilled teams, where members can provide fruitful punishments to motivate team members. This type contributions. It is less impactful for junior teams of leader believes that a clear chain of command that don’t have as much experience or knowledge on will lead to better performance. Team members need the topic. It also shouldn’t be used in situations that to follow instructions and are closely monitored by need immediate action. the leader. 8. Pacesetting Leadership - A pacesetting leader sets an example of high productivity, performance, and quality. Team members are supposed to follow in their footsteps. If team members can’t keep up, pacesetting leaders will step in and complete the task correctly. - Pacesetting leadership is successful when the leader creates clear requirements and motivates team members to meet deadlines. It’s unsuccessful when  What is your Leadership Style? team members lose trust in the leader and become - As you can see, there are many different leadership stressed, overworked, or unmotivated. theories and ways of thinking about leadership. - Lewin’s theory places leaders into one of three 9. Commanding Leadership groups, participative being the most effective. - Commanding leadership is comparable to directive Emotional leadership theory gives six leadership or coercive leadership. In this style, the leader has styles that an effective leader will deploy at different clear goals and objectives that they communicate to times, depending on the situation. Bass gives us two the team and expect others to follow. They put opposing styles—transformational and procedures and policies in place to create structure. transactional—one which motivates by empowering - Commanding leadership is typically used when others while the other motivates with rewards and other team members don’t have skills or expertise. punishments. In this scenario, the members need structure in order -There isn’t one correct leadership style, but there is to know how to complete their tasks. It is also a style that you’re likely naturally drawn to. Which successful in emergency situations when there is no style did you relate to the most? What’s your default? time for discussion. This leadership style should be Understand the pros and cons so that you can used in combination with the others, if used at all. become a leader that empowers your team to thrive. If you’re having trouble leading consciously with 10. Transformational Leadership your current method, consider trying a new - In addition to Lewin’s leadership theory and the leadership approach. emotional leadership theory, there are two more  Leadership vs. Management They may arrive in the office with or without - Leadership and management are often used appointments. Good practice is ask the executive’s interchangeably. However, the two have different preferences for seeing visitors by asking for meanings. guidelines. - A leader uses their vision to push a company forward, while keeping the team inspired. They also - Does he want to see everyone who calls or are have a positive social influence and are able to use it there persons he would rather let you handle to benefit the organization. On the other hand, yourself without seeing them in his office? managers have an operational role in the company - Will he see “drop in” or unscheduled visitors? to keep projects on track using a - Are there visitors he prefers to avoid? specific management style - Does he prefer to see certain visitors at a specified day or time only? - Can standard reception procedures be bypassed in case of superiors, friend or family members? - Who else can be admitted without permission? - What are the procedures for handling problem visitors? ---------------------------------------------------------------  ADMITTING VISITORS LESSON 7: THE OFFICE PROFESSIONALS - First time callers and distinguished visitors should PUBLIC RELATIONS DUTIES be escorted into the executive’s room instead of letting them find their way. > A very interesting and challenging responsibility - Before leaving your desk, cover confidential of the office professional is the Public relations papers you are working on. aspect of the position. A typical workday presents - After entering the office with the visitor, make the opportunities to interact with clients customers, proper introductions and leave the room quietly.. suppliers, governmental agencies, civic and community organizations or financial institutions.  MAKING INTRODUCTION Often the office professionals if the first contact a - When making an introduction, the person given visitor has with the company. Creating and greater courtesy is named first. maintaining a favorable company image requires - In business introductions the name of the person of patience, graciousness, courtesy, sensitivity, tact, higher position is given first. consideration and the ability to get along with - Use titles such as Doctors, Attorney, Engineer, people. Every office personnel who comes in Reverend etc. contact with office visitors plays a vital role in - Sometimes you will sense that additional promoting the company image. information about the person will be needed. - Handshake is routine and almost automatic.  HANDLING VISITORS > Gretting Visitors  ASSISTING WAITING VISITORS - Office professionals must put the visitors at ease - Visitors may arrived early before their and make them comfortable. appointment. Make sure they are seated comfortably. - When visitors comes at your desk treat him/her as Provide interesting current reading materials. a guest. - Offer them something like coffee or drinks. - Give the visitor your immediate and full attention. Entertain visitors by starting light conversation. - If you are talking on the phone, acknowledge the - Avoid touching controversial topics such as visitor with a nod or smile religion and politics - Avoid judging visitors with their physical appearance  HANDLING DELAYS AND - Pay close attention to the name of the visitor. Ask INTERRUPTION for their business card - If the visitor is kept waiting for too long apologize for the delay and explain the reason for it.  SCREENING VISITORS - Ask the waiting visitors if they would like to be re- - Office visitors can come from outside the company scheduled. of they can be employees of the company or - Call the executive on the phone or take a written personal friends or family members of the executive. note into his office that the next visitor is due. - Most executives do not like to be interrupted. As a - In this case it is your responsibility to deal with the rule keep interruptions to a minimum. Consult the situation to preserve public image. A sincere executive. apology is called for.  HANDLING PROBLEM VISITORS  REFUSING APPOINTMENTS > Problem visitors may include: - Refusing appointments can be cushioned by being - Those who refuse to give their names or nature of tactful and sincerely honest. A credible reason for their business the refusal is in order. Explain to the visitor that the - Those who insist in obtaining information about executive has a heavy schedule for the next two the executive and the company. weeks, must attend a meeting on that day, or is - Repulsive, high strung who use inappropriate preparing to leave town. Indicate politely that you language and disrupt the office. will relay the visitors message to the executive as - Those who force their way to executive’s office. soon as possible. - Insistent salesmen or fund raisers who refuse to identify themselves.  CANCELLING APPOINTMENTS - Visitors whose mannerisms and attitude are - If it is necessary to cancel appointments notify out unpeoffesional. of town visitors immediately. Local visitors likewise should be notified by phone. Cancel the appointment >Handling Visitors: as early as possible so that the schedule can be - Be firm and tactful with a person who refuses to rearranged. The office professional owes the give their names. affected visitor an honest explanation for the - Explain that you are not permitted to admit visitors cancellation without appointments or unannounced. --------------------------------------------------------------- - If the visitor still refuses to give the necessary LESSON 8: THEORIES OF MOTIVATION information request that a short note be written and take it to the executive.  MOTIVATION - Always be courteous, tactful and controlled will - the workforce that compels us to action. It drives contribute to building company’s image. us to work hard and pushes us to succeed. Motivation influences our behavior and our ability  KEEPING APPOINTMENTS to accomplish goals. - Office executives need to fulfill their day to day - Motivation is the driving force behind behavior. commitments and perform their specialized This is key to understanding why it is important for functions at a smooth lively pace. business. - Office professionals working with them therefore - As managers/owners, we need to drive behavior of must be able to handle the details of arriving our employees. Understanding what their behavior appointments. is and how to tap into it.  SCHEDULING APPOINTMENTS  Motivation is primarily concerned with 3 > You may record prescheduled appointments factors either on your calendar or in an appointment book. 1. What energizes behavior You may also use your calendar on your computer. 2. What directs such behavior Include the following information. 3. How such behavior is maintained or sustained - Name of the person, business connection, landline telephone number or cellphone number, email add.  NEEDS - Purpose of the appointment “The requirement for substance or for carrying out - Date and time of appointment some function or activity” - Where the appointment is to be held As a start, if the fuel for the human engine is  AVOIDING UNKEPT APPOINTMENTS “NEEDS” It is essential to know something about - One of the most difficult task of the office the nature of such needs. As revealed by the professional is to prevent overlapping of conflicting different motivation theories , individual needs of appointments. The executive sometimes forget to workers have much relationship on proper notify you of appointments made outside the office. motivation. Each employee has his own needs to be Sometimes, an urgent business may require him or satisfied. her to be out of town. Therefore, failure to motivate employees, means 3. EFFECT OF ORGANIZATION failure in addressing or satisfying their individual STRUCTURE -ARGYRIS needs. > Argyris has observed how people grow up in our society, how they seem to be trained and developed  DIFFERENT MOTIVATIONAL THEORIES from childhood to adulthood and how they seem to behave at work. 1. MASLOW’S HIERARCHY OF NEEDS > One of the interesting analyses is the process which young children go through as they grow older and become mature adults. When children are very young they are frequently described such as these. - Passive Dependent Subordinate - Lack of self control, Submissive - Have a short time perspective - Have a short span of interest 4. ACHIEVEMENT MOTIVE –Mc. Clelands theory > Mc. Clelands theory seems to say that a person who has an opportunity to achieve will become motivated: that is, achievement leads to motivation 2. HERZBERG’S TWO FACTOR APPROACH - 6 Key Elements - A. Set own goals - B. Personal Responsibilities - Moderate risk goals - Prompt and meaningful feedback - Rewards & Recognition > SATISFIERS - They relate to that side of man that says he is growing wanting individual who seeks opportunities to become more what he was yesterday. They are difficult to satisfy because as a person acquires additional experience, knowledge, and skills. He wants an opportunity to utilize these newly acquired capabilities. - What people do, Achievement, Recognition, 5. SELF FULFILLING PROPHECY Interest, Responsibility, Growth & Advancement PHENOMENON > DISSATISFIERS - These relates to that side of man that says he will take action in an attempt to avoid pain or discomfort. They might be termed “deficit” needs because their importance is felt only when they are absent These needs can be satisfied, but they soon become dissatisfying experience again. - Environment, Company policies & administration, Supervision, Working condition, Interpersonal Relations, Money status and security  5 Key Elements that provides an atmosphere E. Cafeeteria Service of achievement Some firms provide cafeteria service which 1. Set own goals serves the needs of the office professionals at fair 2. Personal Responsibility prices. 3. Moderate Risk Goals F. Group Insurance 4. Prompt and Meaningful Feedback Sound Insurance coverage by an insurance 5. Rewards & recognition company covering a group of office professionals. This is shouldered by the employer.  CHOOSING THE APPROPRIATE INCENTIVES , BENEFITS & SERVICES  MANDATORY BENEFITS - legally required benefits and services  INCENTIVES - Something that serves as stimulus to action by 1. GSIS (Government Service Insurance System) appealing to self interest - is a social insurance institution created under Commonwealth Act Number 186 that was passed on  2 MAJOR KINDS OF INCENTIVES November 14, 1936, and later amended under RA 1. MATERIAL INCENTIVES – consists of Number 8291 dated June 24, 1997. To secure the money, goods or services and are used to acquire future of all employees of the Philippine other satisfaction. government, it provides and administers a pension A. Money Incentives fund that has the following social security benefits: Money is the most powerful irrational force that compulsory life insurance, optional life insurance, makes people do what they do. retirement benefits, and disability benefits for work B. Bonus related accidents and death benefits. Is a compensation in addition to the regular wages regardless of any relation to the individual 2. SSS (Social Security System) employee’s productivity - The SSS is a state run social insurance program in C. Profit Sharing the Philippines to workers the private, professional It is an agreement (formal or informal) & informal sectors. SSS is established by virtue of freely entered into by which employee received R.A. 1161 better known as SSS Act of 1954. fixed in advance of the profits. D. Services Incentive Leave > SSS Benefits The labor code of the phils. Provides among a. Sickness Benefit others that every office professional who has b. Maternity Benefit rendered 1 year of service shall be entitled to a c. Disability Benefit yearly service incentive leave of 5 days within 12 d. Retirement Benefit months e. Death Benefit f. Funeral Benefit 2. NON MATERIAL/FINANCIAL g. Unemplyment Benefit INCENTIVES – refers to intangible appeals which tend to be satisfaction 3. PhilHealth A.Good Management - The National Health Insurance Program formerly Pleasant working conditions and fair treatment by known as Medicare is a health insurance program employers. for SSS members and their department whereby B. Opportunity For Advancement the healthy subsidize the sick who may find Promotion to positions of higher responsibility themselves need of financial assistance when they and of higher pay. get hospitalized. C. Recreation Facilities - The Philhealth Insurance Corp. or Philhealth is the Facilities to be used for the fruitful use of mandated administrator of the Medicare program employees leisure hours. under the National Insurance Act of 2013. D. Giving Of Service Awards Loyalty awards are given to those who have rendered long years of faithful service in the form of medals, wristwatches, certificates or merit and others. 4. PAG-IBIG (HDMF) - The Home Development Mutual fund otherwise known as PAG-IBIG (Pagtutulungan sa Kinabukasan, Ikaw, Bangko, Industriya at Gobyerno) is a mutual provident savings system for private & government employee & other earning groups, supported by matching mandatory contributions of their respective employers w/ housing as the primary investment.  LAWS ON WAGES AND WORKING HOURS IN THE PHILIPPINES  MINIMUM WAGE RATE - Art 99 of Title I. Book III provides that minimum wage rates for Agriculture and non-Agriculture and non-agricultural employees and workers on each and every region of the country shall be those prescribed by the Regional Tripartite Wage and Productivity Boards which amended RA 6727 known as the Wages Rationalized Act. - The Philippines has daily minimum wage rates that vary from region to region. The Philippine national minimum wage in 2021 was 537 pesos a day, it has not changed since 2019. in the long term, the Philippine minimum daily wage will be around 537 pesos a day in 2022 and 547 pesos a day in 2023.Nov 18, 2021 > HOURS AND CONDITION OF WORK - Art 83 of Title 1, Book III Chapter 1 provided that the normal hours of work shall not exceed eight (8) hours a day. Hours worked as provided in Art. 84 shall include 1. all the time during which am employee is required to be on duty to be at a prescribed workplace 2. All time during which an employee is permitted to work > MEAL PERIODS - It shall be the duty of every employer to give his/her employees not less than 60 minutes break time or rest period per day off their regular meals. > OVERTIME WORK - Work may be performed beyond eight (8) hours a day provided that the employee is paid for the overtime work, an additional compensation equivalent to his reg. wage plus at least twenty percent thereof Work performed