7 Steps For New Managers To Succeed 4.18.18 BizLibrary Webinar Materials PDF

Tips & Tricks
Training Industry
Presenting Today
Eve Ash
Author and Speaker
Founder of
SEVEN DIMENSIONS
www.bizlibrary.com/demo
7 Steps for New Managers
to Succeed
Presented by
Eve Ash, Psychologist/Filmmaker
CEO Seven Dimensions
Wednesday April 18 2018
www.eveash.com
www.7d-tv.com
POLL
Tell us about yourself…
A. New to being a manager (eg in last year)

B. A manager wanting to develop your skills
C. Responsible for developing other managers
© EVE ASH eveash.com | 7d-tv.com

POLL
Are new managers in your business (or maybe

you as a new manager) skilled to lead a team
to high performance?
A. Yes absolutely
B. Probably
C. Unsure
D. Not enough
E. Definitely not

POLL
Choose the 3 hardest tasks for new managers

A. Explain goals and standards
B. Provide guidance and feedback
C. Manage time, reduce stress
D. Listen with empathy
E. Communicate positively
F. Challenge, acknowledge and reward
G. Create the right culture for your team

1
Explain goals and standards
‘Helps the whole team work more cohesively’

Goals help us with direction and motivation
• Goals range from small, short-term, immediately

achievable, medium term, needing certain actions and
input, to long term and complex goals

• Achieving goals builds pride
• Standards provide expectations
• Challenging goals build skills

You don’t need to blame and threaten…
because they know what is expected, it has been agreed

S Specific
Being vague…
M Measurable
A Achievable an excuse for avoiding
action (and the prospect
R Relevant of success)
T Timeframe

• What milestones and standards?
• Why is this goal important?
• Which steps do I need to take first?
• Who can help me?
• When is the deadline?
• Where will this be done?

Communicate clear goals and expectations
• Give big picture with enthusiasm

• Be direct to team and one-on-one
• Tailor goals to suit individuals
• Clarify standards and expectations
o KPIs – Key Performance Indicators/targets
o Quantitative and qualitative measures
o Agree in writing
• Discuss how to achieve the

Don’t be boring or vague
If you’re vague…
• People lose respect
• They second-guess
and mistakes happen

Quantitative standards – can be counted
– amounts, errors, time, cost, percentage of visits, number of
complaints, output etc.
Qualitative standards – how well something has been done

– quality of the service provided to customers
– an agreed seven-step strategy for handling complaints
Explain ratings, give examples

… Specific, not vague or unfair
 staff have more respect for their performance appraisal
STEP 1: Clarify and agree what is specifically required
Big picture | Goals | Tasks | Stages | Standards | Resources | Format | Facts |
Timeframe | Team Support | Process | Training | Progress reports | Budget
STEP 2: Check understanding

Ask questions | Repetition | In writing | Email back summary | Procedure steps |
Progress reports
STEP 3: Review and follow-up

Create culture for discussion | Avoid embarrassed confusion | Alter time frames |
Casual | Formal | Verbal | Written
STEP 4: Ensure person seeks clarification when unsure

Show interest | Check progress | Offer assistance | Give feedback | Praise | Manage
changes | Redefine | Celebrate success

Encourage them to see options and opportunities
• Remove obstacles where you can
• Encourage them to find a way forward
• Providing learning and support
• Remove fear of asking for help

DON’T be unrealistic INSTEAD share pride in
• Don’t expect immediate being accountable
outcomes • Explain and share information
about goals and outcomes
• Don’t demand that people
comply without explanation • Be proud of what needs to
be achieved
• Don’t give unrealistic
expectations • Work together to share goals

Don’t Do
Don’t assume accountability is understood  Share examples to make it clear
Don’t blame and threaten  Agree what is expected of everyone
Don’t demand on-the-spot commitment  Share pride in being accountable
Don’t assume everyone will be

 Review and reward achievements
accountable

Accountability yourself
Team accountabilities
Organizational accountabilities
• When everyone in a team is accountable for their own

performance and their team’s performance, best results
can be achieved

2
Provide guidance and feedback
‘Help your employees grow and develop skills’

DON’T ignore newcomer INSTEAD prepare and make
training needs them feel welcome
• Don’t just expect everyone to • Determine training needs
adapt… “sink or swim” is not OK • Provide knowledge and skills to
empower new people
• Plan detailed introductory sessions
and invite questions
• Encourage a welcoming, friendly
atmosphere

Giving constructive feedback is not blaming or
exaggerating, or giving repeated criticism.
Feedback should be…

• Balanced –positive feedback as well as constructive
feedback
• Two-way – we should all give and receive feedback
• Professional, about work – not a personal attack
• Dad-to-day, not just at appraisal time

HONESTY TRUST
Positive feedback Motivates & boosts morale
Constructive feedback Improves performance

1. Timely – <24 hours
2. Balanced & fair – remember positives
3. Accept responsibility – acknowledge your part
4. With respect – calm tone (don’t blame)
5. Be specific – give examples, not repetitive
6. Explain – why it’s a problem, link to standards
7. Ask and listen – be open & empathic, hear their view.
Don’t prejudge

8. Agree on issues – ensure you both agree
What if person disagrees with facts?
What if person disagrees it’s a problem?
9. Solve the problem – ask for ideas, agree on plan

10.Offer self-disclosure – admit difficulties
11.Ask for feedback – find out what to improve
12.Offer support – and follow up

“ ”
“ ”
“ ” “ ’ ”
“ ”
“
“ ”
“ ”
“ ”

• Agree to give and receive feedback openly no matter
what level of the organization – FROM DAY 1
Creates a more harmonious work environment

3
Manage time, reduce stress
‘Overcome time pressures with a calm approach’

Don’t Do
Don’t be messy  Get yourself organized
Don’t be haphazard  Work out priorities
Don’t cause chaos  Plan tasks effectively
Don’t be late  Always be on time
Don’t freak when overloaded  Learn to manage pressure

4
Listen with empathy
‘Listening is the greatest skill a manager must have’

• Listening to people validates
their concerns
• Acting on their concerns shows

you are supportive
• Make the time for everyone in

the team

DON’T force a person to listen
• Don’t expect to be heard just because you’re talking
• Don’t raise your voice
• By listening, you learn new things
• Allow time, sometimes people need that extra time

DON’T tune out INSTEAD acknowledge key
• NOT a fixed smile and vague eyes,
points
it’s a giveaway; you’ve tuned out • Acknowledge what the other is
• It makes the other person feel saying by picking up on key points
disempowered or insulted they’re making… summarize
• Extend on what they’re talking
about – make this a dialogue

DON’T ignore body language INSTEAD read reactions to your
words
• Body language is a powerful
indicator of what the listener is • Notice how people respond to
really feeling what you are saying
• Notice when people look bored, • See when they respond positively,
distracted, annoyed, upset learn what is persuasive

Don’t ignore reasons for anger
INSTEAD Ask questions to establish facts
Don’t raise your voice

INSTEAD Stay calm and in control
Don’t escalate by being defensive

INSTEAD Take responsibility to fix problems
Don’t be vague with help

From Managing Complainers
Cutting Edge Communication Comedy Series
INSTEAD Provide practical solutions

5
Communicate positively
‘‘Be confident, clear and decisive… set the tone’

Our attitude and communication style
impacts those around us

SUCCESS
=
ATTITUDES + SKILLS + KNOWLEDGE

Two attitudes for success
1. Confidence
2. Persistence
Why are they easily undermined?

Positive messages and
affirmations make us feel good,
help us communicate effectively,
respect rights and achieve results.

“This is such a demanding role”
“I am overloaded”
“I get upset with certain people”
“I’m too tired to…”
Impact team culture

People do not achieve their potential

“It’s a good year and I feel great”
“I love a chance to learn and improve”
“I enjoy helping others achieve their goals”
“I will keep going eve if stuck”
Positive culture

• People here are not motivated
My challenge is to improve the culture
I am motivated to turn this around
My role is to find out what motivates my team
• I feel overwhelmed
I will tackle one small thing and get it done now!
I will prioritise
I will go for a walk and clear my head

Wishing
I wish this wasn’t so rushed. I wish I had help.
I wish I was still on holidays. I wish it was Friday.
Whining
I am under too much pressure.
People don’t realise how much effort this takes.
Wasting Time
I’ll do this later. It can wait... A coffee first.

Wanting to Achieve
I want to do better. I can make this happen.
Willing to Learn
I will develop my skills.
I can learn new ways.
Working Effectively
I have goals each day. I’m efficient. I won’t procrastinate.

• Lean forward, smile, make good eye contact
• Demonstrate with actions and not just words
• Be informed with relevant, clear facts

• Positive spin – especially in emails
• Numerals – 1,2,3
• Succinct Communication killers
• Summarize • Not valuing opinions
• Dominating/cutting off
• Commend ideas • Unclear expectations
• Verbal abuse
• Culturally inappropriate

6
Challenge, acknowledge and reward
‘Find ways to extend recognition for their contributions’

Discover your inner motivation
Help others discover what motivates them

Everyone has different needs
• Some respond to challenges – be realistic

• People need new opportunities and skills
• Empower people to try!

Share the boo-boo. Create a no-blame culture.
1. What happened?
2. What was the impact of the mistake?
3. What did I do to fix the mistake?
4. What can we do to make sure that same boo-boo
doesn’t happen again?

People like to be acknowledged for their work and ideas
• Praise good work and effort with specific feedback

• Reward positive achievements
• Publicly acknowledge and give credit where it’s due
• Praise the team for good work

What rewards can be offered?
• Bonuses, awards, gifts
• Celebratory events
• Time off, special training, travel
• New challenges and responsibilities

• interested in helping staff to improve
• focus on building skills and creating new ones
• care about staff development

7
Create the right culture for your team
‘Culture directly impacts productivity and job satisfaction’

Unhappy people can develop a
protective shell and become robotic,
disappointed and withdrawn.
How staff treat each other and behave to visitors tells you a great
deal about how they are managed.
You create the culture!

• The culture becomes toxic when managers are insensitive
• People respond poorly to bullying and threats
• Be a powerful role model your team respects

Be firm … but always fair and respectful

A manager should create energy
They should not blame their unenthusiastic team for
lack of energy and excitement at work
• Ask people what would motivate them

• Ask what is not working in the culture
• Audit the ‘script culture’ – look for victim/negative
mindsets to be changed

… contagious,
keep you stuck in the past
Impact team culture

PEOPLE DO NOT
achieve their potential

• A culture of innovation
• A culture of sensational service
• A feedback culture
• A caring culture
• A fun culture
• A culture of trust

• Releases endorphins  feel good!
• Boosts immune system
• Improves blood flow to heart
• Lowers blood pressure

• Inspires hope and optimism
• Makes us happy and engaged
• People are friendlier and more open
• Binds people together… it’s contagious!

What makes a workplace fun and motivating?
Examples
• Breakfast at work– energy first thing
• Social culture – friends at work
• Desirable workplace – comfort, colour and fun
• Team building activities and celebrations
Consider your workplace
• Initiatives that are fun?
• Celebrate successes?
• Team-building activities and social events?
• Physical layout/appearance?
• Encourage staff ideas re layout/use of space?
• Kitchen? Relaxation area?

Examples
• Share meeting leadership

• Appreciate diversity – cuisines, travel, backgrounds, ideas
• Team sports and games
• Team development and lunchtime learning sessions
• Add to meeting agendas:
o new ideas | achievements and awards | celebrations
o share the boo-boo

A culture of trust is built with with respectful communication

POLL
Will you apply some strategies from this webinar

to help you and/or others to improve your
management skills?
A. Yes definitely
B. Most likely
C. Hard to say/unsure
D. Unlikely

Be a great manager and leader
• Show care and interest in everyone in the team
• Ensure professional standards and boundaries
• Model behaviors that inspire a happy, productive

atmosphere

Questions
Eve Ash
Author, Speaker Entrepreneur
Founder, SEVEN DIMENSIONS
UPCOMING WEBINARS
Contact us for your certificate of completion for this event.

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Tips & Tricks

Tell us about yourself…

A. New to being a manager (eg in last year)

© EVE ASH eveash.com | 7d-tv.com

Are new managers in your business (or maybe

© EVE ASH eveash.com | 7d-tv.com

Choose the 3 hardest tasks for new managers

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

• Goals range from small, short-term, immediately

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

because they know what is expected, it has been agreed

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

• Give big picture with enthusiasm

© EVE ASH eveash.com | 7d-tv.com

• People lose respect

© EVE ASH eveash.com | 7d-tv.com

Qualitative standards – how well something has been done

Explain ratings, give examples

STEP 2: Check understanding

STEP 3: Review and follow-up

STEP 4: Ensure person seeks clarification when unsure

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

Don’t assume accountability is understood  Share examples to make it clear

Don’t blame and threaten  Agree what is expected of everyone

Don’t demand on-the-spot commitment  Share pride in being accountable

Don’t assume everyone will be

© EVE ASH eveash.com | 7d-tv.com

• When everyone in a team is accountable for their own

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

Feedback should be…

© EVE ASH eveash.com | 7d-tv.com

Positive feedback Motivates & boosts morale

Constructive feedback Improves performance

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

9. Solve the problem – ask for ideas, agree on plan

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

Creates a more harmonious work environment

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

Don’t be messy  Get yourself organized

Don’t be haphazard  Work out priorities

Don’t cause chaos  Plan tasks effectively

Don’t be late  Always be on time

Don’t freak when overloaded  Learn to manage pressure

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

• Acting on their concerns shows

• Make the time for everyone in

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

© EVE ASH eveash.com | 7d-tv.com

Don’t raise your voice