Solutions 2009 - (Page 34) 34 Managing Complaints As the leaders on the front line, managers are often the first to hear team member complaints. Although sometimes complaints seem unimportant, each one should be addressed and resolved. This module shows how to resolve simple complaints and identify the hidden agendas that so often underlie the chronic grievances. Courses start at $99 per person. (For classic classroom in-plant sessions, minimum enrollment may be required.) For more HPT course information, services or seminars, contact Bill Stetar (615) 532-4910 or bill.stetar@tennessee.edu. Delegating This module gives valuable insights into and practice of the Three W’s of effective delegation: When should team leaders delegate? To whom should they delegate? What explanation should they give to team members? Delegating also shows how to use delegation as a motivational tool, and improve team members’ skills. Developing Performance Goals and Standards Unless managers and team leaders are successful in spelling out the organization’s specific goals, team members are not going to know how to meet those objectives. This module shows trainees how to establish specific, measurable, attainable, result-oriented and time-framed performance standards. It then illustrates the steps that gain team member agreement and commitment to those performance standards. Effective Discipline The skills managers and team leaders will learn in Effective Discipline will preserve team members’ self respect and egos while changing the unacceptable behavior. This process encourages the best kind of disciplineself-discipline. It also motivates team members to accomplish their goals and work well within the organization. Center for IndustrIal servICes (888) 763-743 • W W W. C I S . T E N N E S S E E . E D U • (615) 532-8657 http://WWW.CIS.TENNESSEE.EDU
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