Handout 1 Encouraging Change Positive reinforcement can be used as a method to prevent discipline problems. It can also be used as a tool to encourage improvement in performance, behavior, and motivation. In column A, identify an employee whose performance, behavior, or motivation you would like to change. In column B, list the specific change you want to see. In column C, develop one or more positive ways you could use to encourage that change or improvement. An example is provided. Do not use actual names in the exercise. COLUMN A Employee Example: Bruce COLUMN B Needs Improvement in or Is Capable of Doing Better in Could do a great job of assisting me with training but doesn t take charge without direction. COLUMN C Positive Ways to Encourage Improvement Bruce, you did a wonderful job! You have such a potential for leadership. Let s work together on developing that ability.
Handout 2 Be Specific Supervisors who conduct successful discipline discussions do so in part because they are able to describe the specific things they observe when focusing on a problem. In the space below, identify employees with whom you are going to have a discipline discussion. Do not use the actual names of the employees. Next, list indicators that identify the problem. For example, describe specific instances when you observed a certain behavior, or incidents you learned from a guest. List exactly what made these behaviors a problem. For example: a. Communication Perhaps Jenny does not make eye contact and smile when greeting guests. b. Unsatisfactory work quality Perhaps the corners of Jim s guestrooms are not cleaned thoroughly, as evidenced by fingerprints on the walls. Employee Problem Specific Indicators Jenny Poor communication Does not make eye contact and smile when greeting guests. Jim Unsatisfactory work quality Corners of guestrooms are not cleaned thoroughly, as evidenced by fingerprints on the walls.
Handout 3 Why Did It Work? 1. Identify a performance review you received as a line worker that was positive and beneficial for you. 2. How did this review help you? 3. What were your feelings immediately after the review? 4. Why did you feel that way? Did your supervisor seem interested? Did he or she compliment you about your work? Did you receive a raise, praise, or positive suggestions for improvement? 5. What similar things can you do to help your employees feel their performance reviews are positive and beneficial?
Handout 4 Sam s Review Case Study You manage the maintenance department at the Seasons Inn. It s time for Sam Woodall s annual performance review. The following items are pieces of information you have listed in Sam s file during the past year. 2/3/16 Sam is 10-15 minutes late several times a week. 5/9/16 Quality of work is wonderful. 5/13/16 Late arrival problem hasn t improved. 6/1/16 Sam doesn t get along well with George B. Recent incident created havoc among staff for two hours. 6/12/16 Incident report received from front desk: Guest in room 209 complained about Sam s rudeness when he repaired the air conditioner in guest s room. Sam received attached formal reprimand. 9/27/16 Asked Sam to train new part-time groundskeeper in maintenance techniques for the grounds and building. Training to begin 10/1. 9/30/16 Spoke with Sam today about his continued late arrivals. He agreed to eliminate problem in order to provide a positive role model for new part-time groundskeeper. 10/14/16 Sam indicated interest, informally, in receiving training for a managerial position good idea! 11/2/16 Sam s tardiness resumed after the training ended. 11/7/16 The preventive maintenance suggestion Sam offered last year was incorporated into the property s preventive maintenance program two months ago. To date, the savings in time and money are substantial. 1/18/17 review appointment.
Handout 5 Plan Ahead In many face-to-face encounters, we often say the first thing that pops into our minds. The problem with these statements is that they carry little information. When dealing with employees in disciplinary situations, it s particularly important that you leave no room for misunderstanding. Look at statements 1-5 below and rewrite them so that they are more specific and thus more meaningful. Add positive comments you might make to your employees in spaces 6 and 7. 1. Your work is sloppy. 2. You re too slow. 3. You don t work well with other employees. 4. You re often rude to guests. 5. You don t do what I tell you to do. 6. 7.
Handout 6 Consider Your Words Six statements supervisors sometimes think of when planning a termination interview appear in the lefthand column below. These statements can allow a supervisor to vent feelings, but they can also confuse and offend the employee. a. Below the example statements, write several more you have heard used with employees. b. Next, rewrite the statements in the right-hand column. Rewrite them so they are specific, positive, and tactful. One example is provided. Problem Statements EXAMPLE: Everyone else had to help you complete your work. I think you re lazy! 1. You ve got a bad attitude. Positive Statements Your strength is in the thoroughness with which you do things. But this job calls more for speed than thoroughness. 2. You can t follow directions. 3. You re constantly complaining. 4. You lose your temper when something goes wrong. 5. Your work is sloppy. Continued on the next page
Handout 6 Consider Your Words Continued 6. You turn your guests off. 7. 8. 9. 10.
Handout 7 Action Plan Now that you have completed the workbook, you have the opportunity to use its information and skills in the workplace. 1. What are some of the points in the workbook that you feel will be useful to you? Refer to the workbook s table of contents for a review of major topics. 2. Why did you choose these points? That is, what is it about your workplace or your past experience as a supervisor that makes you feel these points will be helpful? Continued on the next page
Handout 7 Action Plan Continued 3. What is your action plan for applying the points you have selected? That is, how do you plan to go about using the skills and information in your work as a supervisor? Name: Property:
Handout 8 Seminar Evaluation: Supervisory Skill Builders Read the items below carefully. The first four offer responses with check boxes. Check the response that best matches your reaction to the item. Space is available below each item for any comments you wish to make. Additional space for comments is available on the back of this form. 1. The information in this seminar will help me to become a more effective supervisor. Strongly agree Slightly agree Slightly disagree Strongly disagree 2. The exercises and activities seemed: Excellent Good Fair Poor 3. The workbook presented the material clearly and in a way I could understand. Strongly agree Slightly agree Slightly disagree Strongly disagree 4. Overall, how would you rate the seminar? Excellent Good Fair Poor 5. What aspects of the seminar could be improved? 6. How would you suggest these aspects be improved? 7. What parts of the seminar did you like the most?
Handout 9 Instructor Evaluation: Supervisory Skill Builders Read the items below carefully. The first five offer responses with check boxes. Check the response that best matches your reaction to the item. Space is available below each item for any comments you wish to make. Additional space for comments is available on the back of this form. 1. The instructor presented information clearly. Strongly agree Slightly agree Slightly disagree Strongly disagree 2. The instructor encouraged and led discussions effectively. Strongly agree Slightly agree Slightly disagree Strongly disagree 3. How effective was the instructor at keeping the session interesting and active Excellent Good Fair Poor 4. How well-organized in presenting the seminar was the instructor? Excellent Good Fair Poor 5. The instructor had a clear understanding and good examples for the ideas presented. Strongly agree Slightly agree Slightly disagree Strongly disagree 6. If I could offer today s instructor a suggestion for improvement, it would be: 7. The things I liked about today s instructor were: