| Description |
xx, 236 pages ; 21 cm |
| Bibliography |
Includes bibliographical references (pages 235-236) |
| Contents |
pt. 1. Being there -- 1. Facing your day -- Remember : you matter -- Focus first -- The manager who wasn't there -- Each person is a treasure...with problems -- Be a practical idealist -- Come up for air, and dive in again -- 2. From challenges to solutions -- Seeing yourself -- Changing your stance -- Changing the situation -- 3. The manager's survival guide -- Start by not understanding -- Relax and be with the person, not the problem -- Listen and dig deeper -- Create a no-blame environment -- Use the sandwich -- Decorate the sandwich -- Add the dessert -- |
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pt. 2. Messy situations -- 4. Money issues -- A team member deserves a raise, but that isn't possible -- A team member doesn't deserve a raise, but thinks he or she does -- This timesheet, or expense report, doesn't look right -- An employee asks for an advance -- Announcing pay cuts and pay freezes -- Announcing layoffs -- Announcing a change in benefits -- "He makes more than I do" -- 5. When sex shows up at work -- It's getting a little hot in here -- No bedding down in the office -- "You're interested, but he or she isn't" -- "He or she won't leave me alone" -- "You're interested, but I'm not" -- Uh-oh, I'm interested -- You've broken up, but you still have to work together -- Calling bad plays, the line between jokes and sexual harassment -- Sexual politics, office power plays -- Gender preferences and prejudices -- Signs of hostile environment -- 6. When personal issues affect work life -- From body order to bad breath -- Is something wrong at home? -- Personal calls and e-mails on office time -- Selfish cell-phoning -- Side jobs on office time -- Selling stuff to our staff -- Job hunting on the job -- Late arrivals, extra breaks -- 7. Pranks, put-downs, and bending the rules -- Act your age! -- Pranks -- Put-downs -- Tit for tat -- Bullying and ganging up on an employee -- Time for a bit of fun in the office -- 8. New employee orientation issues -- Rules and assumptions -- But I've always done it this way! -- An employee trying to change the rules -- Lack of attention to detail -- Caring too much -- Caring too little -- Unwilling to improve -- Not ready, fire -- Ready, fire, aim -- Not getting things right -- Nobody likes the new kid on the block -- Just not fitting in -- 9. Time and punctuality issues -- It's 9:30, where's my team? -- "Oops, I missed the meeting" -- Those little latenesses add up -- Long lunches -- It's five o'clock somewhere, but not here -- Erratic absences -- We had flex time, but it broke -- The same excuse every time -- A different excuse every time -- Working overtime, all the time -- 10. Attitude problems -- Respect for people -- Respect for roles -- Who's the boss? -- Acting superior to teammates -- Always sparring with me -- Always sparring with each other -- Mistreating a customer -- 11. Problems between generations -- Business : the last generation -- "Things aren't the way they used to be" -- "I don't get no respect" -- Business : the next generation -- Are we speaking the same language? -- Age and ageism -- 12. Justice issues on the job -- Broken promises -- Seeing the other side -- It's just not fair -- Chronic unreliability -- Chronic complaining -- Blaming others for our mistakes -- Unacknowledged integrity -- 13. Anger on the job -- One angry outburst -- Chronic anger -- Signs of serious danger -- "Why are you always angry at me?" -- "You sure sound angry to me" -- The team is about to explode -- Now I'm the one who's angry -- What if the top boss is angry? -- 14. Fear in the office -- Fear of brining up problems -- Employees who fear making a mistake -- Employees who fear the manager -- Fear of being laid off -- Fear from outside the office -- Employees with depression or anxiety -- 15. Illness issues -- Is the employee really sick? -- Friday flu -- Showing up sick at work -- Frequent but unpredictable illness -- "I think there's something wrong with him" -- Illnesses in the family -- Illness interfering with business travel -- Pregnancy and illness -- Requests for unpaid leave or disability -- 16. Failure, employee or company -- Employee on the edge -- "I've got to let you go" -- When projects fail -- "We're waiting to hear" -- Early retirement issues -- "The company's laying you off" -- "The company's laying us off" -- 17. Emergencies -- Major illness in the office -- "Is everyone OK?" -- Disaster strikes -- What happened to him? -- "We just don't know what's happening" -- Worker's compensation claims -- Returning to normal -- 18. Broken rules -- Dress code issues -- Technology problems -- Living with rules you don't like -- Unpredictable rule changes -- Getting rule changes -- Rules made up on a whim -- 19. Respect -- Communication -- The "yes and..." response -- Respect, please -- Making room for differences -- When a team member doesn't listen -- Men, women, culture, and respect -- |
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pt. 3. Too hot to handle -- 20. When to get help -- What managers do -- Danger signs -- Avoiding lawsuit and scandal -- The protection of arbitration -- Maybe this employee needs professional help -- Drug testing troubles -- What if it's me? -- Understanding psychological symptoms -- Compassionate management -- 21. Learning leadership -- Setting direction -- Communicating and acting -- The two levels of feedback -- Helping people motivate themselves -- Creating and nourishing a team -- Expanding horizons -- 22. Resources for learning . |
| Subject |
Supervision of employees.
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| ISBN |
0071444521 paperback |
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9780071444521 paperback |
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