1. Session 8  Last Day for Course Evaluations  Extra Credit?  Final Review  Hand Back OMP #7 and Outlines  Presentation Rubric  Talk with Groups and Individuals re: Pres. Test Equipment  Chapters 13 & 14  Assignment #8  One Minute Paper #8

2. Session 8: Ch 13 Dealing with Emotional Labor

3. Session 8: Ch 13 Stress Stress – Is it good or bad? Stress = state of mental or emotional imbalance caused by a period of difference

4. Session 8: Ch 13 Handling Stress There will always be stress; however, how you handle it and limit it may make a difference

5. Session 8: Ch 13 Causes of Job Stress  Working conditions Non-stop action Management style Lack of support Unclear work roles Career concerns Poor work environment  Noise  Air quality  Ergonomic problems  Worker characteristics Personality Ability Talent/Non-talent Coping style

6. Session 8: Ch 13 5 Skills for Time & Task Mgmt 1. Target your efforts on the most important tasks 2. Be a goal getter, not just a goal setter 3. Do the constructive things first 4. Foster Teamwork 5. Avoid Time Wasters

7. Session 8: Ch 13 5 Skills for Time & Task Mgmt 1. Target your efforts on the most important tasks  Clarify core values and understand the company’s core values  Focus on what is important

8. Session 8: Ch 13 5 Skills for Time & Task Mgmt 2. Be a goal getter, not just a goal setter  Written  Concrete and specific  Realistic  Measurable  Has a timetable  Value-anchored

9. Session 8: Ch 13 5 Skills for Time & Task Mgmt 3. Do the constructive things first Use a planning system Plan before starting the day  What do I need and want to accomplish today? Prioritize Check off tasks

10. Session 8: Ch 13 5 Skills for Time & Task Mgmt 4. Foster teamwork  Be assessable  Be supportive of others  Be reliable  Be loyal while maintaining independence

11. Session 8: Ch 13 5 Skills for Time & Task Mgmt 5. Avoid time wasters  Interruptions or fragmented work  Unproductive communication  Clutter, paperwork, and overloaded computer files  Procrastination  Perfection paralysis  Self-overload

12. Session 8: Ch 13 Delegate Benefits You don’t have to do the work Frees up your time Others can learn Improves productivity

13. Session 8: Ch 13 Delegate Hesitation  Some don’t have confidence in others  Some have an “I-can-do-it-all-myself” attitude  Won’t get recognition  Don’t have time to explain how to do the task to another person

14. Session 8: Ch 13 Final Thoughts  There are multiple ways that a person can cope with stress  Good time and task management may relieve unwanted stress  Delegation is a powerful tool to use when working under stress.

15. Session 8: Ch 14 Get Employees to Give Great Service: Roles of the Supervisor, Manager, or Leader

16. Session 8: Ch 14 What Managers Should do First: Articulate a Vision

17. Session 8: Ch 14 - Supplement Vision – Indicates what a business/organization wants to achieve. It can be a challenging or even lofty. It expresses what it strives to be. It is futuristic. Mission Statement – Defines specifically what the business/organization does. Values – What the business/organization believes in. Values are central to an organization's culture.

18. Session 8: Ch 14 - Supplement Examples: http://www.bellevue.edu/about/mission-vision.aspx http://cba.unomaha.edu/acct/misvis.cfm http://omahachamber.org/chamber/VisionAndMission.aspx http://woodmen.org/inside.cfm?main_menu_id=1&Page_Id=1

19. Session 8: Ch 14  Articulate a Service Theme - Vision Succinct, clear, & descriptive of uniqueness Succinct, clear, & descriptive of uniqueness  Plan a Strategy for Customer Loyalty  Organize Processes, People and Resources Assign tasks, give employee authority to follow through, and reduce barriers Assign tasks, give employee authority to follow through, and reduce barriers  Lead and Motivate Employees  Create and Sustain an Effective Work Culture  Continuously Harvest A+ Ideas through brainstorming or Nominal Group Processes  Control the Processes  Empower Employees  Tie the Rewards System to Appropriate Actions

20. A Final Thought……….. Good managers play a huge role in an organization’s success in developing customer loyalty. Session 8: Ch 14