Data Loading...

Effective Management Practices Flipbook PDF

Effective Management Practices

108 Views
46 Downloads
FLIP PDF 6.06MB

Effective Management Practices; Study Book. This is a Study Book designed to install Effective Management Practices into the lives of people who want to become leaders and managers. What does Effective Management Practices mean? Effective: Means that someone or something is successful in producing the results that are needed. To be an effective person means that we can do the things we need to do successfully. Management: Is the term used to describe people who can influence and control other people, or things. Managers are used in every area of employment. Wherever there are people, there are also managers. Managers are the people who make sure that correct jobs are being done. Practices: Is a term used to describe the successful things someone does to be effective. It is the use of training and ideas that can help managers lead better. An Effective Manager is a person who: Manages themselves and the people they work with so that both the organisation and the people profit form their presence. This is the goal of an Effective manager. This Study Book is broken into three main areas: 1. Communication Skills. 2. Leadership Qualities. 3. People Development. These three areas are focused on giving a future manager or leader the skills to be Effective. Communication Skills are needed if any manager or leader wants to lead other people. Communication is the only way we can develop other people. If a manager or leader is poor at communication, they are a poor manager or leader. Communication Means: The way we share and receive information. Communication can happen through our words, or our writings, or even through our body language (the way we act around people). This Study Book’s goal is to improve the skills needed for Effective Communication. Leadership Qualities are the qualities that a developing manager or leader needs so that they can learn to lead people. 1

Leadership Means: The action of leading a group or team. Leadership is the term given to actions that people need to do so that people will follow them. Qualities Means: The standard that something can reach. It is a word that can be used to describe the level of someone’s ability. People Development is focused on teaching leaders how to develop others. A manager or leader can only be as good as the team that they work with. If a manager or leader can’t improve or develop his or her team, they will never be as effective as they could have been. Development Means: To bring growth or advancement to someone or something. The Effective Management Practices aims to equip and encourage future managers and leaders, as they successfully develop Cambodia. Written by Chris Foster. 2009. 2

Communication – it all begins with God. Gen. 1:1 In the beginning God created the heavens and the earth. 2 Now the earth was formless and empty, darkness was over the surface of the deep, and the Spirit of God was hovering over the waters. Gen. 1:3 And God said, “Let there be light,” and there was light. 4 God saw that the light was good, and he separated the light from the darkness. 5 God called the light “day,” and the darkness he called “night.” And there was evening, and there was morning—the first day. In the beginning of creation, God spoke and something happened. God created everything through the words he spoke. He said, “Let there be light”, and there was light. He said, “Let the water and earth be separated”, and there were the oceans, earth, and sky. He said, “Let there be vegetation”, and there were the plants, and trees. Later on, God also said, “Let there be Man”, and He created Man and Woman in his image. God created everything through His words. Through communication, God formed everything. Not only did God create us, but He also wants to have a relationship with us. God, the Creator of All Things, wants to communicate with You! The first humans had open communication with God. Both Adam and Eve (the first created humans) had open communication with God. But through Sin the entire human race has become separated from a relationship with God. Gen. 2:15 The LORD God took the man and put him in the Garden of Eden to work it and take care of it. 16 And the LORD God commanded the man, “You are free to eat from any tree in the garden; 17 but you must not eat from the tree of the knowledge of good and evil, for when you eat of it you will surely die.” God communicated with Adam. God said that Adam was free to do anything else, but he wasn’t allowed to eat from one tree. Later Adam and Eve were tempted to eat the fruit of this tree, they listened to the devil, who told them lies about the fruit. When they had eaten the fruit, God came for Adam and Eve. Because Adam and Eve had broken God’s commandment they had broken their communication with God. Sin entered the world. 3

Much later, God sent His Son, Jesus Christ, to pay for that sin once and for all. Jesus took the punishment that was meant for mankind. When Jesus died on the cross, he was paying for everyone’s sins. And anybody who repents (asks for God’s forgiveness for their sins, and gives their lives to God) and believes in Jesus as Lord and Savior, is free to enter into direct communication with God. What does God have to do with management? Everything. A person who understands that God created everything, understands that the only way to live effective lives is with God’s help. Support for leaders Discuss what help leaders may need to fulfil their role effectively? The following may give you some ideas: God’s help (Exodus 3:11-12; Judges 6:15-16) Help from others (Exodus 4:10-16; Exodus 17:12; Acts 6:1-7) Prayer (Acts 6:6; 13:3; 1 Thessalonians 5:25) Resources and workers (Exodus 36:2-3; Nehemiah 4:6) Training alongside those with more experience, following the example of Joshua (Exodus 24:13; 33:11); Elisha (1 Kings 19:19-21); Timothy (Philippians 2:22). 4

The Business of Communicating: What is communication? Communication is the way people can share words, ideas, and feelings. Words: Without words, there is no such thing as communication. Words are how we communicate with each other. We use words to ask questions, to discover information, and to express ourselves. Ideas: Sharing ideas helps people to relate to each other. We can understand what others are thinking. Sharing ideas allows us to ‘see’ what a person thinks, so that we can then know what they want, or are looking for. Feelings: When we communicate our feelings we are letting people know what we ‘feel’ about certain things. By communicating our feelings, people have a greater understanding of where we base our communications from. How Communication works: Communication is all about ‘messages’, it is all about sharing words, ideas, and feelings with other people. An act of communication involves two or more people. Communication works when we have a Sender (the person communicating) sharing messages (information or ideas) through channels (phones, emails, words) to a receiver (the other person in the communication). An Example would be Mobile Phone SMS –or Texting. Srey-Mom has an idea, or feeling, or information that she wants to share with her friend Heng. Srey-Mom quickly picks up her mobile phone, and sends a short text message “U want 2 go out?” to Heng. The information that Srey-Mom is trying to communicate is a question, “Do you want to go out for food?” A few minutes later Heng gets a message on his phone.  Who is the Sender? _______________________________  What is the channel being used? _______________________________  Who is the receiver? _______________________________ 5

How does this relate to you?  What are the most common things you like to communicate about? _______________________________________________________________________________ _______________________________________________________________________________  What channels of communication do you use mostly? ___________________________________________________________________________ ___________________________________________________________________________ Management Communication happens when a manager shares information, ideas, or feelings with their staff. But sometimes the way a manager communicates can have a bad impact on their team.  What are some of the ways a manager can have a bad impact on their staff when they communicate? ________________________________________________________________________________________ ________________________________________________________________________________________ _______________________________________________________________________________________  Why is it important that a manager or leader is effective with their communication? _________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ 6

Making Communication Work. Plan Your Communication: You communicate more effectively if you have a clear idea of what you want to achieve, and why. Before you communicate as a manger or as a team member it is important to ask yourself some questions. What do you want to say?  Why is this important? _______________________________________________________________________________ _____________________________________________________________________________ Are you prepared with all the information you need to communicate?  Why is this important? _______________________________________________________________________________ _____________________________________________________________________________ What style of communication should you use?(should you be brief or detailed?)  Why is this important? _______________________________________________________________________________ _____________________________________________________________________________ When is the best – or – worst time? The timing is important in communication – should you make an appointment or should you just wait until you next happen to meet?  Why is this important? _______________________________________________________________________________ _____________________________________________________________________________ What channel of communication do you need to use? (eg Phone, fax, face to face, email).  Why is this important? _______________________________________________________________________________ _____________________________________________________________________________ 7

Things that Communication is not; 1. Thinking about ideas in your head. 2. Talking to yourself. 3. Remembering things you had forgotten . 4. Noticing or observing things or people.  Why do you think that these things are not communication? ________________________________________________________________________________ _______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ 8

Understanding Communication: Communication is not the same as understanding. You might spend all day talking about a new business goal to your team, but they might not understand you. You might try to explain something to a friend, but they still might not understand you. Something can only be called real communication if you are being understood. Case Study: Bob is an Australian. It is his first time in Cambodia. He has gone to a Khmer Restaurant by himself. Bob sees a small sign on his table that says ‘Daily Special - $3.00, Drink – Food – Dessert’ Bob is very happy, he is very hungry, and he likes the pictures of the food on the menu. A waiter comes to his table to take his order. Bob points to the little Sign, and asks for one daily special. But before Bob can tell the waiter what drink he would like, or what food he would like, or even what dessert he wants, the waiter is gone! Bob doesn’t know what happened. He just asked for the daily special, but he also wanted to see the menu to find out what his choices were. The waiter didn’t say anything, he just took down the order, and left. A little while later the waiter comes back. We gives Bob a drink, it is a giant coconut with a straw in it. Bob is starting to get worried. He has never tried anything that hasn’t come form a bottle or a can before. Next the waiter brings out four eggs. Bob thinks that the eggs look bigger than a chicken’s eggs. They look like duck eggs, and they look like someone has buried them in the ground. Bob wonders why they look like this? Next the waiter brings out dessert, and it is a big piece of Durian! Bob hates Durian! Bob gets very angry, he didn’t ask for this food, he just wanted a curry or some chicken. But the food he has is too different to what he has had before. Bob gets up to go, but the waiter comes over, and asks him in perfect English, ‘Is everything ok, Sir?’ This just makes Bob even angrier, and he leaves without paying. 9

 Do you think that the little sign on Bob’s table was clear in communicating what the daily special was? And why? _______________________________________________________________________________________ _______________________________________________________________________________________ _______________________________________________________________________________________ ______________________________________________________________________________________  Why do you think Bob was angry about the food he received? ____________________________________________________________________________________ ___________________________________________________________________________________  Why do you think that the waiter made Bob even angrier when he was trying to leave? ____________________________________________________________________________________ ___________________________________________________________________________________  What could the waiter have done differently to stop this misunderstanding? __________________________________________________________________________________ _________________________________________________________________________________ __________________________________________________________________________________ 10

As an Effective Manager, it is important that a manager reviews their communication skills and their interactions with their team. Did they understand me? Was I clear in my communication? Tools for Testing Communication: 1) When communicating major topics, use an agenda – it is easy to forget points that need to be covered – so agendas help to ensure all major points are covered. 2) Ask questions – ask people if they understand what you have communicated. If you are unsure they understand, ask them to relate to you what their roles are. Get their feedback. 3) Follow up – When you give communication that affects job roles, always follow up. Observe to see if your communication has had any result.  Why do you think it would be a good idea to use an agenda when you are leading or taking notes when you are attending meetings? _______________________________________________________________________________________ _______________________________________________________________________________________ ______________________________________________________________________________________  Why is it important to ask questions? __________________________________________________________________________________ _________________________________________________________________________________  What do you think stops people from asking questions, even if they don’t understand something? ___________________________________________________________________________________ __________________________________________________________________________________  Why is it important to follow up on your communication? ___________________________________________________________________________________ ___________________________________________________________________________________ _________________________________________________________________________________ 11

Feedback: How to take it. Feedback can be split into two areas: Positive Feedback – communication that is focused upon encouraging good results. It can be as simple as someone saying “You have done a good job”. Constructive (Negative ) Feedback – communication that is focused upon building people up, and correcting mistakes. An example would be, “You do a good job most of the time, but you need to improve in certain areas.” Sometimes Constructive Feedback on our own personal performance, when it is given in the wrong way, can cause us to do worse at our jobs.  Why do you think Constructive Feedback can sometimes hurt us, if it is given in the wrong way? _________________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Also, sometimes, too much Positive Feedback can make us become too confident, and selfish.  Why do you think that this could be a problem? ___________________________________________________________________________ __________________________________________________________________________ The important point to remember is that it is important to not take any form of Feedback personal. Feedback is not_________________________________________ Feedback is based upon our performance within our jobs – not upon our Personalities. Too often people will take Positive Feedback to mean that they are good people, but all Positive Feedback is really saying is that your performance has been good. Also people often take Constructive Feedback to mean that they are Bad people – this is not the case. Feedback is not focused upon the person’s worth, but upon their job performance. When we receive feedback, we always need to keep in mind that the feedback is a response to our working performance; Are we doing well? Or do we need to improve? 12

Food For Champions: Many outstanding leaders, and managers encourage Constructive Feedback, since it provides the information needed when correcting things as they do wrong. Without the use of Constructive Feedback, people would continue doing the wrong thing, until they either lose their jobs, or they hurt themselves. Constructive feedback provides the tools needed for evaluation, so that improvement can be made. Through Constructive Feedback, people have fixed mistakes, and improved themselves.  Have you ever been given Constructive Feedback? _________________________________________________________________  What were you doing that made you get Constructive Feedback? ___________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________  Was it given to you effectively? And how did you feel after it? ________________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ ________________________________________________________________________ 13

Aiming your Feedback: You can make the most of the Feedback you give, only if you know what your message is intended to achieve. What are you trying to do with the Feedback you give? It does no good to yourself, your organisation, or your team, if you give Feedback only to make yourself feel better. What is your Feedback aiming to do? Is it focused on encouraging more of the same type of work? Then make sure you let your team understand that you want them to keep doing well, with more of the same. Is it aimed at changing somebody’s poor behaviour? Than make sure they understand what the problem is, and what they need to do to fix it. Be clear, leave nothing to chance. Make sure you are understood. Four Aims of Feedback: 1) To encourage people to complete the desired result on time, correctly, and professionally. 2) To share ideas and information freely and accurately – to make sure that every point is clearly understood. 3) To help gain co-operation or to reach agreements. 4) To Establish or define relationships between people, so that they know where they stand. If this is your aim in giving Feedback, you will be effective in your communication. Verbal and Non-Verbal Feedback: When we communicate verbally, we are also communicating non-verbally. If we are asked to attend a meeting, but continually look at our watches when we are in the meeting, we are saying something to our team, even without using words. We are saying things like; ‘I need to be somewhere else’, ‘I don’t have time for this’, ‘I don’t want to be here’. Even without using words, we are communicating. 14

Case Study: Heng walks into his boss’s office to ask for the afternoon off, so that he can take his sick mother to the doctor. “I’m sorry to bother you boss, but my mother is very sick. Can I please take her to the doctor’s this afternoon?” His boss doesn’t even look up from his work, and continues to read the report he is reading. After a long silence, the boss utters, “Ok, take the afternoon off, if you have to” Still the boss does not look directly at Bob. 1) What sort of non-verbal feedback do you think Bob received? ________________________________________________________________________ ________________________________________________________________________ 2) What kind sort of verbal feedback do you think Bob received? __________________________________________________________________________ _________________________________________________________________________ 3) Which of the two Feedbacks (Verbal and Non-Verbal) do you think told the real truth about what the boss was thinking? And Why? ______________________________________________________________________ ______________________________________________________________________ 4) If you were Bob, how would you have felt about the boss’s communication? ____________________________________________________________________ ____________________________________________________________________ ___________________________________________________________________ 15

Good Attitude, Good Communication: Attitudes affect every part of our lives. The difference between a good or bad attitude can make the difference between success and failure. We live from our attitudes, from what we believe, and the values that we hold. You carry your attitude around with you, like a pair of glasses that you look at the world through. So the way you see the world will make you understand and react in a different way to situations than someone who has a different view. Your attitude will affect how you think, how you behave and even how you feel. Aspects of a Good Attitude: Resilience – Bouncing back from bad things is quicker and easier if you view failure as a chance to learn and to look for new ways to improve. Don’t blame yourself or others, or think that the task is too hard or the world is unfair. Instead, move on. Optimism – Success and happiness are products of optimism. With an optimistic attitude, you will see yourself as being able to influence the world and will carry a flame of hope that enables you to take risks and accept failure. Confidence – Confidence comes from optimism. If you are confident, you believe in your own abilities and think you have the ability to be a positive influence. Creativity – Positive attitudes are at the heart of innovation (creating new things), because it takes a risk to try something different. Without confidence and hope, you would not attempt a new idea. Conflict resolution - If you pause and think, you can probably think of lots of examples of where different attitudes have caused problems or conflict in your personal and professional relationships. Conflict arises because we expect everyone to have the same attitude as ourselves. But, with a positive attitude you can build your understanding of others and you can better see how other people think and feel. Achievement drives – The attitude of achievement, i.e. the will to get results, enables you to set challenging goals, take calculated risks and learn how to improve performance. Motivation – Surveys show that most people’s motivation in their job comes from encouragement and challenge – the chance to learn. Bringing an optimistic attitude to the workplace will create a culture of innovation. The creativity and stimulation of ideas will keep you and your workforce motivated and keen to learn. 16

 What does Resilience mean? _____________________________________________________________________________________________ ____________________________________________________________________________________________  What does Optimism mean? __________________________________________________________________________________________ __________________________________________________________________________________________  What does Confidence mean? _________________________________________________________________________________________ _________________________________________________________________________________________  What does Creativity mean? _______________________________________________________________________________________ ______________________________________________________________________________________  What does Conflict resolution mean? _______________________________________________________________________________________ _______________________________________________________________________________________  What is Innovation? ______________________________________________________________________________________ _____________________________________________________________________________________  What does Achievement drives mean? ____________________________________________________________________________________ ____________________________________________________________________________________  What does Motivation mean? ____________________________________________________________________________________ _____________________________________________________________________________________ ____________________________________________________________________________________ _________________________________________________________________________________ 17

Images, and what they do: What is an image? An image represents something. What does an image have to do with communication? Images are how we think about ourselves and about how we want others to see us. We have 3 types of Personal images: 1) Self-Image – the way we see ourselves, or what we think about ourselves. 2) Projected Image – The way we want other people to see us. 3) External Image – What people really think when they see our attitudes and actions Self-Image: Some people may try very hard to look like they are confident, but deep inside their hearts they might feel uncertain or insecure. They might try to hide these feelings. Instead they might try very hard to look different to other people. Sometimes, because of poor self-image, people can hold themselves back from living successful and effective lives. Projected Image: This is the image we try to show to others. It may not be 100% true, but we try to show people that we do not have doubts or struggles. When we give a projected image, it is because we do not believe that we should show people who we really are. So instead we try to show them what we think they want to see. External Image: This is the image that people form of us. It is based upon the way that we communicate and act around other people. Sometimes, the type of image we are trying to project can be misunderstood by other people, and they can end up thinking we are different people than what we really are. Self Image Projected Image External Image What I think I am What I want others to What others really see see A person who has to A hard worker who can A workaholic who work twice as hard as handle anything. pushes themselves too anybody else, so that I hard. can be a success. A person who is A person who deserves A person who always unlucky, and misses out extra help to make up complains all the time. on things that come for being so unlucky. Someone who might easily to others. take advantage of people to get further. A person who is not A valuable asset to my A person who tries to valued as much as they group, with me they take all the credit for should be. wouldn’t be successful. others people’s work. 18

Every image that we have can impact how effective our communication is.  If a manager has a poor self-image, how do you think that can impact their staff? And Why? _________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________________________  If a manager is projecting an image as a person who can’t do anything wrong, what effect to you think this will have on their team? _________________________________________________________________________________________ _________________________________________________________________________________________ _________________________________________________________________________________________  If the team’s external image of their manager is one where they think he is a hard person to make happy, what do you think the team is most likely to do, and why? ________________________________________________________________________________________ _______________________________________________________________________________________ ________________________________________________________________________________________ _______________________________________________________________________________________ 19

Studying and Learning: An Effective manager and Leader always continues to learn. To stay current and developed, it is very important that people wanting to become Effective Managers plan their study and learning. Make Study Goals: Set clear goals related to your study and learning. Goals are a powerful tool in motivating good performance. Make sure your goals are Specific, Measurable, Attainable, Relevant and Time-Bound. Study Tips: Put your goals on Paper: Goals you write down are more powerful motivators than those you only talk about. Put you goal in a place that will remind you; You don’t need to put it somewhere where other people will see it, but by putting you goals up in a place that you will see and remember will help to encourage you to work towards reaching that goal. Review your plans and goals: Cross off your list each goal as you achieve it, and add new ones when you need to. Review how you are going with your current goals. Be realistic, try to be honest and think about ways that the goals can be reached. Give yourself rewards: When you have completed a goal, no matter how small, reward yourself. Maybe give yourself a break, or have some fun. You don’t have to study and work all the time. Commit to Finishing your goals. Most people who complete assignments, and subjects often pass. If you become discouraged and stop trying to reach your goal – there is no chance that you can succeed in that area. But, most of the time, by just staying committed and not giving up, you can succeed in what you are trying to do. 20

Time Management: Time is a valuable resource. One that, when it is spent, we can never get back again. Make Priorities: Decide what is urgent and non-urgent. Urgent things are the things that need to be done as soon as possible, and non- urgent things can be put off for another day. Arrange tasks in order of priority on paper. The highest priority tasks should be the ones that affect you the most now. Things that you need to finish first.  Brainstorm: What are some of the things you have to do regularly each week? _________________________________________________________________________________ __________________________________________________________________________________ _________________________________________________________________________________ __________________________________________________________________________________ _________________________________________________________________________________ __________________________________________________________________________________  Now using the points that you have made about the things you do every week, make a table on what is urgent and non-urgent. Urgent Non-Urgent  How did you decide what was urgent and what was non-urgent? ________________________________________________________________________________ _______________________________________________________________________________ 21

________________________________________________________________________________ Plan your day: Before you begin your day, plan what you need to do. Be clear in what you are planning, instead of saying, ‘I will study today’, plan something like, ‘I will read chapter 6 before lunch’, or ‘ I will do my homework before I can go out with my friends.’ Have a Routine. Routines save time. People who have set routines to their day’s, things like the time they wake up, when they have breakfast, can help to save time, as they plan to go about their days. Break big tasks down into small tasks: When we are trying to do big projects, we shouldn’t try to do it all at once or in one sitting. Instead, we should break it down into smaller tasks, so that we can finish one point at a time. Complete one task at a time: Don’t try to do too much at once, once you start a task, try to finish it before moving on. Otherwise you are often left with too many half-done projects. Allow yourself free time; At least one day a week, have a Sabbath. A Sabbath is a biblical term that comes from God’s teaching to his people. The universe was created in 6 days, and on the 7 day God rested from his labours. In the same manner, God encourages His th people to take a day of rest. Having one day a week devoted to a break from study, and work is a healthy way to live. With regular rest, people are able to be more creative, happy, and relaxed. Rest is the only thing that can stop stress.  What do you like to do in your spare time? _________________________________________________________________________________ __________________________________________________________________________________  How does it help? _________________________________________________________________________________ __________________________________________________________________________________ _________________________________________________________________________________ __________________________________________________________________________________ 22

Problem-Solving: In every line of business and organisation there will be problems. Sometimes problems can involve customers, employees, and/or general operations. There are many different ways of solving problems. The following are some of the most common. Experiment – Trial and Error: This approach to problem solving involves trying new options and seeing if they work. We can experiment by trying new ways to fix the problem, and we can keep on trying until we fix the problem. You try this method when you are not sure how to fix the problem. It works the best when it is not urgent that you fix the problem quickly, because it can sometimes take time to find the right method for fixing the problem. An example would be that your computer at you workplace is not working. You need you computer to finish the task you were doing, so you decide to try and fix it. You find that the problem is with your keyboard – when you try to type something, nothing happens. You decide to do some trial and error. First you check the back of the keyboard, to check if anything is broken. If it all looks ok you then decide to make sure all the cords are plugged into the computer…and you keep on trying new ideas until the problem is fixed, or until you can’t think of anything else to do. When you don’t have any ideas left that is when you need to get the help of an expert. Consultation – getting outside help: Sometimes we need help to fix a problem. Sometimes we need to consult other people, and ask for their advice. Getting the advice from other people can help us to see things that we normally would not think of. Like the example of the broken computer keyboard, if trial and error does not work, then you need to consult someone else to try to find out how to fix the problem. Gut-Feeling Ideas: Gut-feeling is a term given to ideas that ‘feel’ like they are the right answers to the problem. Sometimes the ‘feeling’ can’t be explained, but it feels right. There is some risk to solving problems with this method, since the ‘gut-feeling’ could be wrong. Just because a choice feels like a good one does not mean that it is correct. Weighing Up: 23

This method of problem solving involves thinking about the problem, and trying to decide which possible answer would be the most positive to the business, or which answer would be most likely to fix the problem. This method is only useful when you have experience at dealing with problems like the one you’re facing. Case Study: Srey-Mom has a problem. She has made a mistake. She has been working on her company’s database, trying to update the information of her customers. Her business needs to have updated information about their customers, so that they can advertise the business, and contact customers with emails. Srey-Mom had just finished updating all of the new information when her boss asked for the contact details of Mr. Heng. When Srey-Mom did a search in her database, she found that she has gotten Mr. Heng’s information wrong. She doesn’t know how she did this? It was a mistake, but after looking at different customer contacts, she notices that she has put in the wrong details for other people as well. Her boss is waiting. Srey-Mom doesn’t know what to do…..  What type of Problem-Solving do you think Srey-Mom should use? And Why? _________________________________________________________________________________ __________________________________________________________________________________ _________________________________________________________________________________ __________________________________________________________________________________ _________________________________________________________________________________ __________________________________________________________________________________ _________________________________________________________________________________ __________________________________________________________________________________  What should Srey-Mom tell her boss? _________________________________________________________________________________ 24

__________________________________________________________________________________ _________________________________________________________________________________ __________________________________________________________________________________ Dealing with disagreement and conflict: Conflict happens. Wherever people are, there is the potential for conflict. Sometimes conflict arises because people aren’t able to agree, or because people don’t like other people. Conflict is apart of life. Conflict is____________________________________________________________________________ It is often left to managers and leaders to fix disagreements and conflict, here are some of the possible ways of dealing with these problems. Compromise: This method involves the manager or leader being able to bring common points for the entire team to agree upon. Sometimes people will agree to a compromise simply because it is the fastest method of getting different people with different ideas agree. A compromise means that people can find ‘common ground’ to agree upon, even if they still disagree in many other areas. Common grounds are points that both groups have in common – that they can both agree upon. An example would be if your workers complained to you about the business owners, and said that they thought that they were not treated well at work. Maybe they felt like the business needed to update its computers, so that the workers could to a better job. But updating computers would cost a lot of money. So instead of spending thousands of dollars on upgrades, you decide to pay your workers and extra $5 a week, because you understand that they are working very hard. This is a compromise. The major problem is sometimes too big, or too hard to fix, but you can still find ‘common ground’ with your workers. They are working harder because of the old equipment. Your business can’t afford the money to upgrade, but your business can afford to increase pay for you team, until the problem is fixed. Vote: A vote is where everybody in the team votes to decide a conflict. Everybody has an equal vote, and the team decides to do what ever the majority votes for.  What do you feel are the positive and negatives to this Method? _________________________________________________________________________________________ _________________________________________________________________________________________ 25

_______________________________________________________________________________________  What other methods could be used? _____________________________________________________________________________________ The Qualities of a Leader: Character. “Leadership is the capacity and will to rally men and women to a common purpose and the character which inspires confidence” Bernard Montgomery, British Field Marshal. In 1963 a new Jet plane was made. Called the Lear Jet, the plane was a small jet designed to carry 6 people. It became a popular choice of transport for corporations and businesses, since the small size of the jet made it possible to halve travel time. The plane was created by Mr Bill Lear, an American who was a business leader. Lear quickly became rich, because his jet proved to be so popular, but Lear learned that two of the jets he’d built had crashed without any explanation. Lear was devastated. Lear quickly got in contact with everyone who owned one of his jets, and he told them to stop using the planes until he could fix the problem. The thought that more lives could be lost was far more important to him than any loss of income that might come because he had stopped letting people use his planes. Through his research, Lear found a problem. But there only one way to be sure that this problem was the one that had caused the other planes to crash. Lear had to personally fly one of the damaged planes, to see if he had discovered the problem. It was a dangerous flight, Lear nearly lost control of the jet, and he nearly crashed. But he was right, and he found out what the problem had been. Lear made a new part to fix the problem, and all the planes that he had made were fixed. Stopping people from using his planes had cost Lear a lot of money, and it took his business two years to recover, but he was willing to risk it all so that he could fix the problem. It took good character to do this. What does Character mean? Character is the term used to describe the moral qualities of a person. 26

A person’s Character is most likely to be revealed when things are tough. A person with strong and good character will often be able to turn bad things around. Character is more than talk: Anyone can say that they have good character, but their actions are the real test to their personal character. Your character determines who you are. That’s why you can’t separate a leader’s character from his actions. You show people who you are by what you do. Talent is a Gift, but Character is a choice: We have no control over a lot of things in life. We don’t get to choose our family, or how we look. We don’t get to pick what our talents and IQ will be. But we do get to choose our character. Every time we make choices, we are building into our character. Every time we tell a lie, or take the easy road, we are changing our character. As we live life and make choices today, we are shaping who we will be tomorrow. Character Brings Lasting Success with People: Leadership involves other people. People will not follow leaders who they do not trust, whose character they think is bad. But a leader who has good character, who is trustworthy, will be followed. Leaders Can’t Rise Above their Character: People who achieve great things, but lack strong and good character are headed for disaster. A leader can only take people where they have already been, if the leader has poor character then he can’t take his or her followers to a higher level of good character. If you don’t have it, you can’t give it. How does this relate to you?  What are some of the areas in your life (work, study, family, friends, etc) that you know you need to improve your character in? _______________________________________________________________ _______________________________________________________________ _______________________________________________________________  From some of the problems you just listed, is there any common areas that is impacting you level of character? _______________________________________________________________ 27

_______________________________________________________________ _______________________________________________________________  Is there anything you need to do to fix the problems?(example; apologize to people)? _______________________________________________________________ _______________________________________________________________  Now that you are aware of areas that you need to improve your character in, what things can you do so that you don’t make the same mistakes again? _______________________________________________________________ _______________________________________________________________ _______________________________________________________________ _________________________________________________________________________________ __________________________________________________________________________________ 28

The Qualities of a Leader: Charisma: “How can you get charisma? Be more concerned about making others feel good about themselves than you are about getting them to make you feel good” Dan Reiland, Vice President of Leadership Development, INJOY. During the second half of the nineteenth century, two powerful men tried to get the leadership of Great Britain’s government. William Gladstone and Benjamin Disraeli didn’t like each other. They believed in different ideas, and they thought that their personal ideas were the right ones. They were competing for the position of Prime Minister, and they were trying very hard to get people to vote for them. A young woman was able to share dinner with the gentlemen on two different nights. After she had dinner with William Gladstone, she was asked what she thought on him, “I thought he was the cleverest man in England”, the next night she had dinner with Benjamin Disraeli. Again she was asked what she thought about the man, “ I thought he made be feel like the cleverest woman in England”. Mr Disraeli had a leadership quality that drew people to him, and made them want to follow him. He had charisma. What does Charisma mean? Charisma is the ability to draw people to yourself. It can be developed, so that you can be the type of person who can attract others. How to develop Charisma: Love Life: People enjoy leaders who enjoy life. If you want to attract people, you need to like people, and be someone that people will enjoy working with. Think about it, of all the people you like spending time with, the people that you want to spend time with. Do they enjoy life? We’d rather spend time with people who make us feel better, than with people who make us feel worse. Expect the Best from People: 29

This is one of the best things you could ever do for someone. It helps others to think more highly of themselves, and at the same time it helps you. If you appreciate others, encourage them, and help them reach their potential, they will love you for it. Give People Hope: Hope is one of the greatest possessions. With hope people can ‘move mountains’, they can do things that they normally couldn’t do. If you can be the person who gives the gift of hope, people will be attracted to you. Share Yourself: People love leaders who share themselves and their lives. As you lead people, give yourself. Show them who you are, and what you do. Share wisdom, resources, and you talents. Leaders who think about others and their feelings first, before thinking of themselves are the ones who show that they have Charisma. How does this relate to you?  How would you rate yourself when it comes to Charisma? Do you feel you have it, or do you think you still need to develop it? _________________________________________________________________________________ ________________________________________________________________________________ How to improve your Charisma;  Change your Focus: Normally, when you are talking to friends and other people, do you spend a long time talking about yourself? The most important thing you can be doing is to keep a balance to your conversations – make sure you are interested in others.  Play the first impressions game: The next time you meet someone for the first time, try your best to make a good impression. Learn the person’s name. Focus on their interests, be positive, they will be impressed by your charisma.  Share Yourself: Think about ways you can help people – maybe you can help them with the resources you have. 30

The Qualities of a Leader: Commitment. “People do not follow uncommitted leaders. Commitment can be displayed in a full range of matters, including the work hours you really work, or how you work to improve your abilities, or the things you do the help your fellow workers.” Stephan Gregg, CEO of Ethix Corp. Michelangelo is considered the greatest artist of the Western world. He was born to sculpt. He sculpted his first masterpiece by the time he was 21. In his early 30’s, Michelangelo was summoned to Rome by the Pope, the leader of the Catholic Church, to paint the ceiling of a same church. Michelangelo didn’t want to paint, since he enjoyed sculpting much more. But after some encouragement from the Pope, Michelangelo decided to commit to the project. He started out simply doing life-sized paintings of the 12 Apostles, but once he started, he wanted to be more creative. Michelangelo extended his project to include paintings of over 400 life-sized characters. He spent four long years lying on his back, painting on the high ceiling of the church building. After he had finished, Michelangelo’s friends all said he looked old and tired. The many years of looking at the ceiling while lying on his back had affected his eye 31

sight, and he had lost a lot of weight. But what Michelangelo started, he was always sure to finish. Because of Michelangelo’s great commitment to the project, he changed the way people do art, forever. Michelangelo was so committed to the project, that he spent the same amount of time and effort painting in the corners where nobody would look, as he spent painting the parts that everybody could normally see. What does Commitment mean? Commitment means that a person is dedicated to an undertaking or activity. If you want to be an effective leader, you need to be committed. True commitment inspires and attracts others. It shows them that you can get things finished and done well. People will believe in you only if you believe in your what you are doing, and if you show them that you are committed to what you are doing. Commitment starts in the Heart: Some people want everything to be perfect before they commit to something. But a real leader will commit to doing something, instead of doing nothing. What people believe in their heart is what separates the good from the great. If you want to make a difference to other people, look at your heart – what are you committed to? Commitment is tested by what you do: It is easy to talk about what you want to do, but the real test is, what are you going to do about it? The only real way to measure commitment is by your action. Nothing is easier than just saying words, but nothing is harder than living them day to day. You show people what things you are committed to through the things you do. If you are Committed, you will Achieve: As a leader you will face many problems, and tough times. There will be times where the only thing keeping you moving will be your commitment. But if you want to get anywhere worthwhile, you must be committed. How does this relate to you?  What are some of the things you are committed to? __________________________________________________________________________ ___________________________________________________________________________  What are some to the things that stop you from being committed to the things you need to do? ___________________________________________________________________________ 32

__________________________________________________________________________  What are some of the things you need to start doing better so that you can be a more committed person? __________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ The Qualities of a Leader: Competence: “Competence goes beyond words. It’s the leader’s ability to say it, plan it, and do it in such a way that people know that you know what you are doing.” John C. Maxwell, Leadership Trainer. There was once a young American man named Benjamin Franklin. In 1726 he started his own printing business in Philadelphia. As a young man, Benjamin excelled in everything he did. His business was a huge success because people soon learned that Benjamin did a better job than anybody else. He lived an amazing life. Later in life, Benjamin became involved in America fight for independence from Great Briton. Benjamin became one of the founding fathers of America. The work that he did helped to make America a nation. Benjamin came from a poor family. He only spent two years in school, and at the age of 12, he had to begin a job to help his family. But Benjamin didn’t let his poor beginnings stop him from doing great things. Not only did he help to bring independence to America, but he also helped to develop better uses of electricity, he helped to design bifocal glasses, as well as many other great things. Benjamin Franklin was so successful in life simply because he was so competent at the things he decided to do. What does Competence mean? To be Competent means that you do everything efficiently and to the highest standard. All it means is that you are very very very good at the things that you do. Competence is something that has to be learned. We are not all born with the talent to do well at everything we do, but we can learn. How can you have Competence? Show up Everyday; 33

Competent people face everyday expecting to do something well, everyday. It doesn’t matter how they feel, or what mood they are in, Competent people come ready to try their best, no matter how difficult something might be. Keep Improving: All highly Competent people continually search for ways to keep learning, growing, and improving. They are always asking questions, and finding out why things are successful or why some things are not successful. Follow Through with Excellence: Success is never an accident, it is always the result of excellent effort, thoughtful direction and skilled execution. To perform at an excellent level means that a person is performing at a excellence. Excellence means that we do everything to the best of our abilities, it means that we do everything to an excellent standard. Do more than Expected: Competent people are always trying to do something better than they did last time. To just do something to a good standard is not what they want to do, instead a Competent person will always be trying to do something better than expected, to have high quality to the things that they do. Inspire Others: Leaders who show others that they are highly Competent in the things that they do, help to motivate and inspire their team. If the leader has an excellent standard of work, than it impacts the whole team, so that they too will need to have an excellent standard. How does this relate to you?  Do you try to do your best at everything you do, our do you just try to do get jobs or projects finished as shown as you can? ______________________________________________________________________________________ _____________________________________________________________________________________  What type of person are you? Are you a Thinker (you think about everything, but you usually don’t do anything about what you are thinking about) .Are you a Doer (when you decide to do something – you make sure you do it?). ______________________________________________________________________________ _____________________________________________________________________________ 34

 What are three areas of you life that you can improve your Competence in? 1. ________________________________________________ 2. ______________________________________________ 3. ____________________________________________ The Qualities of a Leader: Courage: “ Courage is the first of human qualities…..because it is the quality that guarantees all the other” Winston Churchill, British Prime Minister. What do these three men have in common? One was a car racer who set the lap record at Daytona (a major American race), one was the pilot who recorded the most victories in World War 1, and one was a special war advisor to the U.S Government who survived a plane crash and 22 days on a raft in the Pacific Ocean. They are displayed great courage and determination when they faced great challenges. What do they all have in common? They all happen to be stories about the same person – Eddie Rickenbacker. Meeting a challenge was never a problem for Eddie. When he was 12, his father died, so he quit school to provide an income for his family. He sold newspapers, eggs, and goat’s milk. Later when he was a young man, World War 1 started. After being rejected as a fighter pilot, Eddie was able to convince his commanding officers that he could do the job. Eddie was able to become a fighter pilot, and he flew in over 134 missions. He won Medals of Honour because of his great courage and skill. Eddie admitted that he was often afraid when he flew and fought the enemy, but he said, ’Courage means that you are doing something that you are afraid to do. There can be no courage unless you are scared.’ What does Courage mean? 35

Courage means that you can still do the things that frighten you. You have courage when you master you fears. Often organisations and businesses grow because of the courageous decisions made by its leaders. Courage Begins with an Inward Battle: The first test you face as a leader is within yourself. Courage means that you can still do the things that bring you fear. It’s having the power to let go of the things that are familiar and regular, and moving forward into the things that are unknown. Courage in a Leader inspires Commitment from Followers: Courage is contagious, it rubs off on other people. Courage encourages others. It makes people want to follow their leader. When you team is looking for strong leadership, they are looking for a leader who does not let their fear stop them. Courage Grows You: When we live in fear, we live a small life. If we are afraid to try new things, to do something different, than we never grow or change. With Courage we can move past the things that make us scared, and we can do what needs to be done to grow in life. How does this relate to you?  Do you think you live in courage, or in fear? And why? ________________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________  What are some of the things that you are fearful of? ______________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________  What are some of the ways you can face your fears, and grow your courage? _____________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ 36

The Qualities of a Leader: Focus; “If you chase two rabbits, both will escape” -Unknown Author. Michael Jordan is the greatest Basketball player to ever have lived. Born in 1963, Jordan was a great sportsman. When he was in High School he played basketball, baseball, and football. He tried out for the school’s basketball team, but at 5'11\" (1.80 m), he was rejected. They said he was too short to play at that level and he was cut from the team. Motivated to prove his worth, Jordan became focused. He spent the rest of the year practicing, and getting better. Jordan taught himself how the play better and better. He would often spend 3 hours a day practicing his skills, until in the following year he was accepted to play for the school’s team. Michael Jordan then went on the have a successful career in the NBA, playing for the Chicago Bulls. He led the Bulls to six NBA championships, and he was voted the MVP (Most Valuable Player –the NBA’s best player) 5 times. Jordan was considered unstoppable, but he still practiced everyday. He was always making himself better, always improving. 37

Michael Jordan became the greatest player in the NBA’s history, but he was rejected for his first team in High School. How did he become the greatest? He was focused upon improving. He was focused on being the best he could be. He was focused on his goals – and he didn’t let anything stop him. What does Focus mean? To be focused means that you have concentrated your interest and abilities on something. What does it take to have focus? The keys are having goals, and concentrating on doing them. It is important to use you focus to help you improve and do the things that need to be done for you to live a successful life. How to improve your Focus: Improve you Strengths: Your Strengths are the things that you already do well. By developing the things that we already do well, we become better and better. Instead on doing something at a B level, we can learn to do things at an A level. To be successful, focus on your strengths and develop them, that’s where you should spend most of your time, energy, and resources. Learn New Things: If you want to get better at something, you need to keep changing and improving. To practice and learn new things can help you grow. It can help you use your strengths better Michael Jordan started his career as a good scorer of points. But he mostly slam dunk or go close to the basketball ring to score, he would hardly ever shoot the basketball. But to get better, Jordan focused his abilities on learning something new. He practiced how to shoot the basketball, and it made him a better player. Know your Weaknesses: If you know what you weaknesses are, you can better improve yourself. Sometimes you can learn new things the will improve your weaknesses. But if you don’t know what your weaknesses are, you can’t improve them. How does this relate to you?  How would you rate your personal focus out of 10. 1 means very low, and 10 means very focused? 1 2 3 4 5 6 7 8 9 10  What do you feel your strengths are? _______________________________________________________________________________ 38

______________________________________________________________________________ ______________________________________________________________________________  What are your weaknesses? ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________  What are some New Things you could do to improve your focus? _______________________________________________________________________________ _______________________________________________________________________________ The Qualities of a Leader: Generosity: “Giving is the Highest level of living” -John C. Maxwell, Leadership Trainer. Elisabeth Elliot was generous woman, who loved God with everything she had. In the1950’s she and her husband, Jim, moved to South America to be missionaries. With other missionaries, they were reaching out to the local Indians, people who lived in the Jungle. The Indians were still living un-developed lives, without any modern technology, they were still hunting for food, and using spears. After a few years of reaching out to the Quichua Indians, Jim and four other missionaries felt that they needed to make contact with another group of Indians who lived in the area, the Auca. The Auca Indians were known as a war-like people, who often attacked people who were not part of their village. Jim said goodbye to Elisabeth, and travelled with the team to meet the Indians. On the first meeting Jim told Elisabeth that everything was going well, and that the Indians were very friendly. But a few days later, Jim and his team went missing. After more people were sent out to search for the men, they found them all dead in the river, killed by spears. Elisabeth was left all alone, with her 10 month old baby daughter. Instead of leaving South America, Elisabeth stayed. She stayed and worked with the Quichua Indians. But after two years, new missionaries were able to visit the war-like Auca Indians, and they we able to share the good news about Jesus 39

Christ with them. As soon as Elisabeth found this out, she and her daughter moved to the Auca village. Elisabeth showed love and forgiveness to the people who had killed her husband, and many of the Indians became believes in Jesus because of her great love. She was generous with the Indians, she gave them her love, her money, and her help. She had no reason to be so generous with her life, but because she was, she changed the lives of the Auca Indians. What does Generosity mean? Generosity is the quality a person has when they giving support and care. Sometimes Generosity means that you are willing to help somebody, even if it costs you something. Generosity comes from the heart. Effective Leaders are not selfish, but instead they are willing to give to others so that they can help. How can you be Generous? Be Grateful for what you Have: If you are not thankful, or happy with the things you already have, it is very hard for you to be generous to other people. If you are always wanting more and more for your own self, and you don’t care about anybody else, then you can’t be a Generous person. If a person is not content with the resources they have, they do not like to share. But if we are thankful for the things we have, we are more likely to share these things with other people. Put People First: Being an Effective leader does not mean that you have lots of people following you, instead it means that you help and serve a lot of people. If you believe that people are the most important resource you have, you need to make sure you put them first. Develop a Habit of Giving: Give your time, your attention, your money, your resources to the things that are most important. If you are full of greed, people will not want to trust or follow your leadership. How does this relate to you?  Would you say that you are a generous person? ____________________________________________________________________________________  What resource do you find the hardest to share (time, money, knowledge, etc)?And Why? 40

Apple continued to push for new ideas, and has now released an iPhone. The iPhone is a mobile phone and mp3 player all in one. Steve Jobs started Apple because he had initiative, and he has continued to improve Apple because of his initiative. What does Initiative mean? To have initiative means that you have the ability to try something new, sometimes without the help of others. Initiative means that a leader is always looking for opportunities to take action. To start a new thing, or to do something differently to fix a problem means that a leader has taken initiative. How to improve you ability to take Initiative: Change your mind-set: Nobody can make you have initiative, instead, initiative comes from the inside, it comes from your mind-set. Your thoughts can help you have the desire to try something new, or they can discourage you from trying different things. Sometimes people need to change their mind-set because they are frightened about making mistakes, this can stop them from taking new opportunities. Don’t wait for Opportunity: Opportunity doesn’t come to you, you have to go to it. You’ve got to go out and look for it. Take the next Step: When you see opportunity, do something about it. Once you pick an opportunity, then take it as far as you can. Don’t stop until you have done everything you can to make it happen. How does this relate to you?  Do you think you need to change your mind-set? And why? ______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________  What is an opportunity you wish you had (what do you want to do)? ______________________________________________________________________________________ 42

______________________________________________________________________________________  What can you do to take that opportunity? ____________________________________________________________________________________ __________________________________________________________________________________ _________________________________________________________________________________ The Qualities of Leader: Passion: Earle Swensen loved Ice Cream. While he was in World War II, Mr. Swensen learned how to make Ice Cream on his Troop Transport boat. He used to say that the place where the Ice Cream was made was the ‘coolest’ place to be. Ice Cream was Mr. Swensen’s passion, he loved making Ice Cream, he loved selling Ice Cream, and most of all he loved to eat Ice Cream. In 1948, Mr. Swensen opened his first Ice Cream store in San Francisco, and soon the business became so successful that the more and more store where opened in America, and all around the world. (There are even a few stores in Cambodia). Mr. Swensen developed over 150 flavors for his Swensen's Ice Cream Company but he said his favorite was vanilla. He just liked making more flavours to make other people happier, so that they could find a flavor they loved. Even though he became a millionaire, he still kept his first store in San Francisco. He loved working in the store too much to give it all up. He was known as the ‘Ice Cream Man. Earle Swensen became very successful because he followed his passions, he did what he loved to do. 43

What does Passion mean? When we talk about Passion in leadership, we are talking about the fact that somebody loves what they are doing so much, that it causes them to do it better than anybody else. Passion can help a leader do great things. Passion means to have an intense desire or enthusiasm for something. If you look at the lives of effective leaders you will find that they are mostly passionate people. Nearly 75% of all U.S. presidents were in the bottom half of their school classes. They were not the smartest people in the world, but they were all passionate about being the President of the U.S. How to improve you Passion: Review Yourself; Think about your life – are you passionate about your job, and your life? Talk to people who know you, ask them is they think you are passionate about anything in your life. If other people can’t see what you are passionate about, then it means that you are not passionate about that subject. Return to Your First Love: Many people allow life to stop them from doing the things they love to do. A person who is doing what they love is full of passion for life. Even if the things you enjoy have nothing to do with your work, you are still able to work better if you have some type of passion in your life. Learn from People who have Passion; Passion is contagious, it rubs off onto other people. If you know other people in your life who live with passion, than learn from them, ask them questions, and find out what makes them passionate. How does this relate to You?  What are the things that you are passionate about? ______________________________________________________________________________________ ____________________________________________________________________________________ _____________________________________________________________________________________ 44

 What are some of the things you can do to make your passions stronger in your life? ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________  When you were younger, did you have different passions, and how have they changed, as you have gotten older? ____________________________________________________________________________________ ____________________________________________________________________________________ ____________________________________________________________________________________ People Development: Motivation. What does Motivation Mean? We all have our reasons for doing things a certain way. Our motivations are the things that make us act the way we do. A motivation is the reason we do something. Our motivations can be anything from, money, personal achievement, promotion, helping others, or anything else we feel passionate about. Case Study: Srey –Mom and Heng are managers in different departments. Srey-Mom works with the Service staff, and Heng works with the Administration staff. Both of them work very hard, and they both want their departments to be successful. But they are finding it harder and harder to motivate themselves, and their staff. Srey-Mom has noticed that her staff has become harder to motivate. She used to be able to motivate her staff by offering extra money. If one of her staff members were able to serve more than 100 customers in a week, she would pay them an extra $30. To start with, all her staff people tried very hard to serve 100 customers in a week. Some of the better staff members were able to get the extra pay every week, but some of the others would get very close, by serving 80 or 90 customers a week, but they just couldn’t reach 100, no matter how hard they tried. Srey-Mom found that some of her staff were getting motivated, but the ones who were missing out on the extra pay were becoming unmotivated, and they were starting to become frustrated with their jobs. Some of them were even talking about finding new jobs. 45

Srey-Mom can’t understand why she can’t motivate all her staff, and because most of her staff are unhappy with her, Srey-Mom is finding it hard to be motivated as well. Heng has a different problem. His team of Administrators are complaining that he doesn’t do enough to encourage them. They don’t really care about extra money, instead they just want to get promotions. Heng’s staff want to be motivated to work harder, so that they can get even better jobs in the business. But Heng is scared, he thinks that if he encourages his staff too much, one of them might become good enough to take his job. Heng’s only motivation is that he can keep his job, but he doesn’t know how to motivate his own staff, because he thinks they will one day steal his job. Both Srey-Mom and Heng have motivation problems. They know that as Managers, it is their job to motivate their staff. They know that motivation is something they have to do, but what they are doing isn’t working.  What do you think Srey-Mom can try to do to fix her team’s motivation problem? ________________________________________________________________________________ _______________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________  What do you think Heng can try to do to fix his team’s motivation problem? ________________________________________________________________________________ _______________________________________________________________________________ ________________________________________________________________________________ ________________________________________________________________________________ Motivation is hard to define for people. For some people, extra money is all the motivation they need to do a great job. For others, they need to know they can work towards promotions, and that is all the motivation they need. Motivation comes in different shapes and styles. Not all types of motivation work on everybody. 46

The first key to understanding motivation, is to understand yourself. What are the things that motivate you? If you understand what motivates you, you can then keep yourself motivated. What are the things that motivate you to do your best? _______________________________________________________________________________________ _____________________________________________________________________________________ Why do these things motivate you? _________________________________________________________________________________________ ________________________________________________________________________________________ ________________________________________________________________________________________ Why is motivation so important? When people are hired by a business or organisation to do a job, they are hired to do certain things. These things are their job description. For any employee to do their job, they must do everything that is expected of they, because of the job description. But a job description has nothing to do with the attitude someone has in their job. It has no control over how happy they are, or how much effort they put into their job. This is way it is important to motivate staff. A manager who learns how to motivate others, learns how to improve the attitudes and effort of their staff members. 47

People Development: How to motivate others: All managers are motivators. You either do it well, or you do it poorly. But anybody who is in a position above others, has the power to influence others. Some managers know how to bring out the best in others. They have been able to learn what motivates their team. Managers who can bring the best out in others are of great value to their business or organisation. Some managers are very poor at motivating. They have not taken anytime to learn what inspires their team, and so they don’t know how to motivate them. People are not lazy: Often, if managers can’t motivate their staff, they just think that they are lazy people. But, mostly, people are lazy because they are not motivated. Case Study: Heng is the name of a young person you have working for you. Everybody says that Heng is lazy, they tell you that he just wastes time, and does nothing. Heng might be lazy at work, but when he finishes work, he goes to school. He is working very hard at learning English. This person is not a lazy person. Heng tries very hard to learn English, he studies every day, and he also practices every day. But when he is at work, Heng does not try as hard. If you were the Manager,  Brainstorm, What are some of the things you could do to fix this problem? _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ 48

____________________________________________________________________________________  Pick one idea, and explain how it would help Heng to improve his motivation. __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ __________________________________________________________________________________ Motivation is the job of leaders. If you are a leader, than it is important that you learn how to motivate. People Development: Teamwork: Team Member. When we are apart of a business or organization, we are often also apart of a team. Without people we can’t get anything done, and without teams of people working together, we can’t get major jobs done. Most of us will begin our working careers as part of a team. Learning how to be an effective team member is the first key to becoming an effective team leader. What does Team mean? A team is a group of people who work together in different roles and positions, to reach a goal. Sometimes people will do different things as their role in the team changes, but always, the team is working towards the same goal. In Business, these goals relate to how successful the business is. How a team works together: In a team, everybody has a different role or position. The key to being a great team member is in knowing what your role is. Know you Role: When you are a team member, it is important that you understand what you are meant to do. Ask questions to find out what you need to do. Compete with yourself, not your fellow team members. Case Study: 49