How to ...
brainstorm

Brainstorming s a group process used to obtain a large number of ideas in a short period of time.  The process encourages divergent thinking among group members by inviting them to suspend judgement thereby encouraging them to 'free-wheel' or let themselves to, to think of as many ideas as possible and to build on the ideas of others.  Managers find brainstorming a valuable tool for generating creative ideas.

Here are the steps to follow...

1. Introduce  the process.
2. Present guidelines for brainstorming
3. State the problem
4. Appoint a recorder
5. Restate the problem
6. Select a restatement
7. Record contributions
8. Look for similarities
9. Group ideas
10. Prioritise

Complaints and grievances can result in staff and customer dissatisfaction.  Managers must exercise tact, common sense and good judgement when handling them. Here are some steps to help managers deal effectively with complaints...

1. Show your concern and remain calm.
2. Listen
3. Note the key issues.
4. Avoid 'off-the 'cuff' remarks.
5. Set a date
6. Investigate the complaint.
7. Write a report
8. Meet with the complainants
9. Follow-up
10. Alert your superiors

How to ...
take the heat out of a confrontation

On those occasions when you find yourself in an aggressive face-to-face situation with a colleague or subordinate, and you are finding it difficult to 'keep your cool', then here are some important options to help you cope with your own emotional anxiety...

1. Disclose your emotions
2. Take a deep breath and count to ten
3. Postpone to encounter
4. Switch from content to process
5. Go for a walk
6. Negotiate a suitable time
7. Use a trusted third party
8. Use a problem solving procedure.

How to ...
avoid causing conflict

Conflict is a normal part of everyday organistional life for most of us.  However, this does not mean that conflict can't be prevented.   There are some behaviours that can lead to unnecessary conflict an d, where possible, these need to be recognise and avoided. Here are some ways keeping conflict within your organisation to a minimum...

1. Keep your staff informed.
2. Be honest.
3. Know when to form sub-groups
4. Avoid putting yourself and others down.
5. never play favourites.
6. Avoid changing the topic
7. Demonstrate with actions and not words only.
8. Avoid name-dropping.
9. Confront decisions

How to ...
handle criticism

How should managers react to criticism of themselves or of their organisations?  Ignoring the criticism in one way, but there are others.   Here are some guaranteed to work for you...

1. Make personal contact with your critics
2. Find something to admire in your critics
3. Avoid interrupting.
4. Acknowledge critical comments with courtesy.
5. Listen attentively for clues.
6. Clarify criticisms.
7. Respond positively to criticism.
8. Make self-disclosures.
9. Encourage a solution
10. Avoid becoming depressed.
11. Keep all lines of communication open.

How to ...
criticise others

Managers will always be required to intervene in situations where a staff member is either not performing well or is causing conflict.   The manager needs to criticise this behaviour with the intention of correcting the particular situation.  The task of criticising staff can be unpleasant and needs to be handled sensitively.  These guidelines will help you in that regard.

1. Know why you are criticising.
2. Get to the root of the problem.
3. Be specific.
4. State the concerns as you see them.
5. Criticise the act, not the person.
6. Make clear your expectations.
7. Talk about the next step.
8. Provide back-up support.
9. Beware...

How to ...
get those great idea across

Sometimes you have a great idea and you know that you have to get it across to your staff or to colleagues and superiors.  Unfortunately, a good idea must first be sold to other and, if it doesn't come across the way you envisaged, it may well go the way of many other good ideas - into oblivion.  Here's a checklist to help you sell your ideas to others...

1. Double check everything.
2. Consider current circumstances.
3. Ascertain the benefits.
4. Be prepared for the objections.
5. Solicit the support of colleagues.
6. Document your proposal.
7. Rehearse your presentation.
8. Check your fallback position.
9. Check timing and sequence.

How to ...
set goals

By setting goals managers determine what they want to accomplish and how they plan to achieve it.  The approach outlined here is designed for use by a group involved in the goal setting process but it may be adapted so that an individual can undertake the activity...

1. Develop an initial set of group goals.
2. List the people affected by these goals.
3. Revise goals taking stakeholders into account.
4. List constraints.
5. Revise the goals.
6. Collapse the list.
7. Distinguish between primary and secondary goals.
8. Collate a final statement of goals.
9. Gain group consensus for you list of goals.
10. Follow-up.

How to ...
set priorities

Setting priorities is an integral part of management.   Planning, decision making and problem solving, for example, each demand of a manager the ability to assign each activity or task its appropriate priority.  This judgement is usually made after considering a mix of factors such as time, money and resources.  You can undertake this priority-setting task on your own or as part of a group.  If adopting a group approach to priority setting, here are the steps to follow...

1. Assemble the group and set the task.
2. Brainstorm to compile an initial list of items.
3. Select items from the list.
4. Prioritise individual list.
5. Compile a collective list.
6. Vote and prioritise.
7. Record the list in priority order,

How to ...
solve problems

Problem solving is an important management function which can be learned.  You can develop the ability to solve problems successfully through practice, effort and by following these eight  steps...

1. Identify the symptoms
2. Define the problem
3. Analyze the problem
4. Develop alternative solutions
5. Evaluate possible solutions
6. Select the best solution
7. Implement the decision
8. Follow-up and appraise results

How to ...
save time

Time is one of the most important commodities a manager has.   When asked, the vast majority of managers admit that they do not have sufficient time to accomplish all they would like to do.  You and you alone know whether or not you are using it in the most effective an profitable way.  You will find that by searching for better ways to use your time, you will use it more effectively.  Here are some of the key ways to use your time to greater advantage...

1. Learn to say 'No'
2. Learn to delegate
3. Accumulate similar tasks and do them all at once
4. Avoid over-commitment
5. Fight procrastination
6. Prioritise your tasks
7. Do one thing at a time
8. Establish a quiet hour
9. Find a hide-away
10. Avoid getting weighed down with the 'urgent' jobs
11. Tackle your reading efficiently

How to ...
save more time

While we cannot increase the number of hours in a day, we can save many of them by managing our time more effectively  here are a number of points you might find useful in accomplishing more by saving time...

1. Set goals
2. Develop a timetable
3. Use a notebook
4. Use time-saving services
5. Be prepared for waiting
6. Avoid wasting time worrying
7. Be positive
8. Beware of those enjoyable tasks
9. Arrange your work area efficiently
10. Wage war on time-wasters

How to ...
win the paper war

Some managers have a constant swirl of paper on their desks and assume that somehow the most important items will float tot the top.  In most cases, however, clutter hinders concentration and can create tension, frustration and chaos - a feeling of being 'snowed under'.  The majority of managers suffer from this stacked-desk syndrome.  Here are some basic principles for dealing with the problem...

1. Develop a routine for sorting paperwork
2. Use your secretary as sorter
3. Handle one item at a time
4. Stop the flow
5. Persist with each task
6. Never handle a piece of paper twice
7. Develop skimming skills
8. Prepare for the next day
9. Discipline yourself to win the paper war

How to ...
save time on the telephone

Much of a manager's time is spent on the telephone, just talking or waiting for the other person.  While the telephone is one of the most effective time-saving tools at your disposal, it is also one of the biggest time wasters.   Here are seven ways managers can resist becoming slaves of the telephone...

1. Use a secretary to screen calls
2. Restrict your calls
3. Develop techniques for curtailing calls
4. Plan your outgoing calls
5. Utilise the call-back system
6. Organise your day
7. Set the example