1. Employee Development Disciplining and Delegating

2. Learning Objectives To decide when and how to discipline To deal with conflict between employees. To learn how to delegate tasks

3. Disciplining

4. During Stan’s first month as a supervisor he did not have to discipline any employees.Yet one customer-service rep became increasingly surly and unresponsive. Eventually he refused to follow orders and simply laughed at Stan’s requests. How would you discipline this employee? –Speak to the employee to explain what he/she had done wrong? –Give a written warning? –Suspend the employee? –Anything else?

5. Disciplining Effectively Plan your actions. Assess –Repercussions – imagine in 6 months… –Rational –Lessons –Use precedent chain Do not threaten with consequences that you do not intend to follow up

6. Behaviours Disciplined in Organizations Six Generic Categories Normally Disciplined –Absenteeism –Disrespect of lack of cooperation with managers or fellow employees –Substance abuse –Use of unsafe practices –Theft –Other personal problems that disrupt the working of the group

7. Acting as a Referee Investigate and understand each position Resolve by –Have each use an “I” statement to explain the problem –Have each trade sides and state the problem from the other’s point of view –Establish the overriding priority or goal –Have each propose productive steps to reach the goal –Penalize and reprimand –Set a timetable for action

8. When to Write-up an Employee Did you hold a face-to-face meeting? Do you know the full story? Is this a repeat offence –Do not make inflammatory or personal comments –Do explain what the employee did wrong and the consequences if it continues

9. Presenting Discipline The choice method - give the employee options and let them decide –Increases the chances of follow through –Lessens your burden –Gives you more information about the employee Require at least 1 immediate improvement –Allows for an immediate check of employee behaviour change –Confirms the importance of changing –Allows the opportunity for positive feedback

10. During Stan’s first month as a supervisor he did not have to discipline any employees. Yet one customer- service rep became increasingly surly and unresponsive. Eventually he refused to follow orders and simply laughed at Stan’s requests. How would you discipline this employee?

11. Empowering employees through delegation

12. Why Delegate More Skilled and Competent Subordinates Make a Manager’s Job Easier. Motivate Them to Accomplish More Better Quality Work. Prepares them for promotion

13. Developing Others through Delegation 1.Clarify the Assignment. 2.Specify the Subordinate’s Range of Discretion. 3.Allow the Subordinate to Participate. 4.Inform Others That Delegation Has Occurred. 5.Establish Feedback Controls. 6.When Problems Surface, Insist on Recommendations from the Subordinate.

14. Role Play Exercise In your groups Use class notes and the observation rating sheet as a guide to effective and ineffective behaviour Decide what the problems are Decide how you would handle the situation or how you would correct the situation 30 minutes