Thursday 22 December 2016

How to Manage Difficult Situations in the Workplace

MANAGEMENT OF DIFFICULT SITUATIONS
Paper Presented For A Workshop For The Delta State Civil Service By Dr. Munonye O. M. Zonal Coordinator, (south south) Institute of Human and Natural Resources

Introduction
As in all organizations, the civil service can be full of difficult situations that task even the most patient of personnel. Since most of the time it is not possible for the worker to alter the difficult situation, the key lies in being able to anticipate possible difficult situations and them prepare beforehand to handle them when they eventually arrive.

Key Tips for Dealing with Difficult Situations
As a leader or manager you can be sure that there will be difficult situations to deal with from time to time.  These difficult situations might include:
• Dealing with poor individual or team performance
• Trying to improve an organization that is perceived to be failing
• A process that it is not working
• Staff or other resource shortages
• Adverse media coverage
So as a manager or leader what are the key tips for dealing with difficult situations?

Tip 1: Establish facts first
When difficult situations arise, it is all too easy to jump to solution mode too quickly.  While there may be a limited amount of times when fast action is absolutely necessary, your first step to successful resolution it to establish facts.  Remember that facts as opposed to hearsay or opinion are verifiable.

Tip 2: Ask lots of questions
Questions, especially the short powerful variety are a great way of getting to the core issue rather than all the detail that someone is trying to provide to you.  Think of it a bit like peeling an onion, each layer is getting you closer to the core.

Tip 3: Actively listen
There is little point in asking great questions if you are not actively listening to what is being said.  Resist the temptation to jump in before you have properly listened to the different points of view.

Tip 4: Avoid pre-judgment
We all, if we are honest will form some judgments immediately.  While these might be right at the end of the day, don’t let pre-judgment get in the way of establishing the real issues.

Tip 5: Act professionally
The challenge for you is to remain professional at all times.  A good test of this is to ask yourself how you would like to be treated if you were not the manager or leader but an aggrieved party.

Tip 6: Aim for win-win
While this is not always possible, you should aim to find solutions that don’t result in a feeling from one party that they have lost while another has won.  This might require some careful negotiation around what would constitute a good outcome for all those involved.

Tip 7: Remember there is no one size fits all approach
Each situation is different.  While there might be some common ground, remember there is unlikely to a one size fits all approach to difficult situations.   Adapt your approach depending on the situation.
Bottom Line – Handling difficult situations is just part and parcel of managing and leading.  So where do you need to focus your attention in terms of developing your competence?
Smart professionals know that yesterday’s strategies are insufficient for today’s challenges. In Managing Difficult Situations we authentically look at individual and environmental factors that create stress, meltdowns and burn-out and the habits and skills required to proactively manage for success. This course is based on time-tested technique as well as leading-edge thinking in neuroscience and cognitive structuring; it is designed to be interactive, instructive and entertaining. 


PERSPECTIVE OF DIFFICULT SITUATIONS AT WORK- THE CHALLENGE OF SURVIVING OR THRIVING: 

Managing in Today’s Work Environment 
  • Manage for the uncertainty of today’s work world; achieving control
  • Understand behavior patterns and how to work with your own perceptions and those of others
  • Time-tested stress management strategies
  • Leading-edge research in neuroscience – manage your brain to manage yourself and challenging situations
  • Four-step process for interrupting old patterns
  • Create the environment you want
Difficult People 
  • Answer the age-old question: “why are difficult people difficult?” 
  • Manage anger and emotions; negativity and anger in others 
  • Style assessments: styles during stressful situations, adapting styles to create collaboration
  • Create communication strategies to match styles and points of view 
  • Artfully managing difficult people and conversations (creating rapport, win/win outcomes)
  • Maintain professionalism and confidence in the workplace
  • Develop creative solutions in maintaining composure and calm 
Communication Skills 
  • Understand conflict – why it happens and how to embrace positive outcomes 
  • Essential communication skills in conflict and collaboration
  • Maintain confidence, composure and professionalism 
  • Verbal and non-verbal communication
Building Positive Relationships 
  • Create a positive atmosphere for communication
  • Identify triggers
  • Develop coping strategies 
  • Create a “MAP” (Management Action Plan)


Some  Difficult Office Situations and How to Deal With Them
In order to maintain a high level of productivity, a positive work environment is absolutely essential. Although many aspects of the workplace are completely under your control, there will be occasions when you are essentially helpless, and the only control you have is how you REACT to a specific situation.
It is these occasions that typify what has been called “drama,” and by that, I mean the bad kind of drama.  While other types of drama–for example, the high school variety — can be fun in a guilty pleasure kind of way, nobody likes drama at work. It only causes problems and can eventually lead to you or someone else getting terminated. The following are 16 potential drama-causing work situations, and what you can do to effectively extinguish them.

1. A co-worker has the annoying habit of [blank] and you can’t stand it anymore.
Drama potential: Obsessively clicking pens. Playing music too loudly. Chewing gum like a cow munching on grass. They may seem like small habits, but they become unnerving when you have to put up with it all for eight hours or more on a daily basis. If you keep it all in, you may just lose it.
How to avoid: Before asking your co-worker to stop a certain behavior, make sure that you aren’t guilty of something as annoying yourself. Also, see what you can do block out the habit that annoys you. Invest in headphones, and try to focus on something else. If you really can’t put up with, then politely ask your co-worker to refrain. Tell them that you get easily distracted. Above all, be nice about it.

2. You suspect someone in the office is working against you.
Drama potential: Your paranoia gets the better of you. You’re put in defensive mode, and you begin actively working against the purported offender.
How to avoid: While there will always be the hyper-competitive co-worker, most people are not out to get you. Recognize that, and half the problem is gone. Dealing with the obnoxiously competitive worker can be accomplished by simply doing your assigned work the best you can. The only one who you are really competing against is yourself, and others will notice when you step up your work goals and accomplishments without stepping over others.

3. A co-worker tries to engage you in a heated religious or political conversation.
Drama potential: Politics and religion are almost always a big no-no in the workplace. Controversial conversations can quickly turn into animosity. Someone may feel offended and can rightfully complain to management.
How to avoid: Just don’t talk about religion or politics. If someone asks for your opinion, try to steer the conversation elsewhere, or laugh it off and say something neutral.

4. A co-worker or superior makes an inappropriate physical advance.
Drama potential: Similar to the broken office romance–but with potentially more nasty consequences–the unwanted pass can spawn gossip, discomfort, or even personal danger.
How to avoid: This situation needs to be dealt with early and quickly. Do not ignore sexual advances and assume that they will go away. First, tell the perpetrator–in private–that you aren’t interested, that you feel uncomfortable, and that you want his or her behavior to stop. Make sure he or she knows that you will file an official complaint if the behavior continues. This will almost always do the trick. If it’s your boss who’s doing it, consult with HR.

5. A co-worker incites you to participate in nasty office gossip.
Drama potential: Participating in gossip may be tempting, but it’s almost always ill-advised. The problem with gossip is its potential to hurt others’ feelings and lose others’ trust. When you participate in gossip, you run the risk of alienating the people with whom you work.
How to avoid: Stay away from notorious gossips. When someone tries to share office gossip with you, try changing the conversation, or simply tell them that you don’t like talking about others because you don’t like it when people talk about you.

6. Someone is stealing your food from the refrigerator. 
Drama Potential: The stealing becomes habitual. You decide to let it slide. You go hungry and resentment builds. Confrontation ensues.
How to avoid: Put your food in some sort of container, and make sure to label it with your name. If it keeps happening, ask, in a non-accusatory manner, if anyone has seen your food items. This usually does the trick. If all else fails, you can always purchase a small personal fridge and keep it under your desk.

7. It’s the company Christmas party, and you want to enjoy yourself.
Drama potential: You have too much to drink, and you make a fool of yourself. You offend others, spill secrets, or act inappropriately or aggressively. You think letting loose during social events can’t hurt? Think again. An acquaintance of mine actually got fired after an embarrassing Christmas party incident. Don’t let that be you.

How to avoid: If you can’t hold your alcohol, simply don’t drink, or drink very slowly.

8. You need a break and want to surf the Internet.
Drama Potential: You begin using your personal e-mail, social networking sites, and other entertainment sites. Before you know it, you’re surfing as you would be surfing at home, sending profanity-filled messages, and watching inappropriate videos.
How to Avoid: Most employers understand the need to take a break, and it’s probably okay that your computer screen isn’t always reflecting your work assignments. Still, keep personal Internet surfing to a minimum. Don’t write emails that you wouldn’t read to the whole office. And whatever you do, keep it clean. Rule of thumb: If your grade school teacher would object, then it‘s not okay.

9. A supervisor entrusts you with a secret, and you gab to just one “trusted” friend. 
Drama Potential: You tell one person, and you ask them not to tell anyone else. Of course, the person you told will do the same–tell one or two people, thinking the buck will stop there. Well, it never stops, and that’s how gossip gets so out-of-control in the first place. As with widespread gossip, telling one little secret has the potential to hurt others, perpetrate lies, and to make matters worse, you’ll lose your credibility.
How to avoid: If someone tells you something in private, assume it’s meant to be kept between you two. It may just be that a supervisor is letting you in to see how well he or she can trust you. Don’t blow it.
10.  You get romantically involved with someone else at work.

Drama potential: The happy couple breaks up, leaving the office environment tense. People feel forced to take sides, perhaps even harassment charges are filed.
How to avoid: Try your best not to get involved with someone at the office. If it does happen, then be professional about it. Hold off on the PDA until after 5. If your relationship dissolves, do not talk about it openly with others. Try to be civil during office hours. If you absolutely feel that you can‘t, ask a supervisor if you can be transferred to a different area of the office, where you won’t be confronted with the ex. While it can be difficult to deny an obvious attraction or connection with a co-worker, most office relationships are simply not worth the drama that they can cause.

11. Your boss overloads you with tasks that aren’t in your work description.
Drama potential: At first it starts out with little things, like “Do you mind doing [insert boss’s task here]?” Eventually, you become your boss’s slave.
How to avoid: Of course, most employees have a strong desire to please their superiors. But bosses aren’t perfect, and there’s nothing worse than having to take on two jobs but getting paid for only one. Sometimes, you just have to learn to say no. Meet with the boss to review your work description. If it becomes an ongoing problem, go to HR. 

12. You’re asked to work on a collaborative project with co-workers with whom you don’t see eye-to-eye.
Drama potential: Group projects can be trying because in order for a group to work effectively, there needs to be a good mix of leadership, people willing to take direction, and so on. Most of the time, groups aren’t formed on such a basis, so there will always be group members butting heads. Sometimes group disagreement can escalate to extreme levels.
How to avoid: If you know from beforehand that you cannot work with a certain co-worker, see if you can apportion certain tasks to each person, then meet only to put the separate parts of  the project together.

13. A very significant event occurred in your personal life. 
Drama potential: You just got married. Of course, we want to share significant events with all of those who are close to us, and that includes people at work. But think before you speak–a small conversation communicating your excitement can easily turn in to an annoying fixation such that no one ever wants to hear you talk ever again.
How to avoid: Don’t become the annoyingly solipsistic loudmouth at work. Keep talk of your personal life to a minimum.

14. You’ve had an argument with a Co-worker and you know you’re right. 
Drama potential: Even though you may be right all of the time, when there are unresolved issues among co-workers, everyone suffers. Refusing to apologize after an argument only keeps the cycle of workplace tension going.
How to avoid: Even if you are right, simply apologize. It is just as important to keep your boss happy as it is to be able to work well with your co-workers. Pride does not belong at work.

15. A colleague or supervisor is doing something wrong, and you want to complain to the company chief.
Drama potential: When something in the workplace is awry, sometimes your first instinct is to take your complaint to the top of the chain of command. Corporate hierarchy is the name of the game with most companies, so if you skip too many levels, you may end up aggravating many who work above you.
How to avoid: Make complaints only to your direct supervisor, and address your complaint as a “concern,” especially if the wrongdoing doesn’t directly involve you. If it is your supervisor who’s at fault, then talk only to his direct supervisor.

16. Work is tough and you have a desire to vent. 
Drama potential: What starts out as innocent venting about the trials of work can turn into full-blown complaining. A constant whiner will not only get a bad reputation at work, but he will also  foster a very negative work environment. This slows productivity. And people will eventually have only you to complain about.

How to deal with it: While there’s always a need to vent about your boss, or about your work assignments, don’t take it too far. Complain constructively.
Your turn/Assignment for incoming weeks
What is one difficult situation have you been in and how do you think you can deal with it?


CONCLUSION

Definitely the list of difficult situations presented here are not exhaustive, nor the suggestions given here totally conclusive, the primary keys to managing difficult work situations is to love your work. With that love will come tolerance of the people or situations that may be less than perfect.

Saturday 19 November 2016

Core Banking and Retail Banking - The Difference

My friends in the banking industry could not help but spend a few minutes in my brief analysis of the difference between core and retails banking.

One thing I let my subscribers know is that there is a subtle difference between doing the job and doing the job with a reason. In the first, you don't have much to do with the theoretical concepts of the tasks provided you get it done, possibly efficiently.

In the later, you get to know the concepts behind the actions being taken and that is what a being a professional means.

That is would like to highlight the concept of Core Banking and Retail Banking.



1. Retail Banking (aka Consumer Banking)
Retails banking also called Consumer banking deals with providing financial services to customers. Customers may be individuals or corporate organisations

Examples of Retail Banking Activities
a. A bank account is opened for a particular customer
b. School fee is paid by a student and processed
c. Someone withdraws money from the bank's ATM
d. A debit card is provided for a customer
c. A company account is opened for staff of XYZ limited

2. Core Banking (aka Corporate Banking or Consolidated Banking)
Core banking deals with the transaction between a bank and other banks or between a branch of a bank and other branches. It may also involve transaction between a bank and some other organisation.
In core banking transactions details is shared between entities based on network and internet facilities. Core banking tasks may generally have been programmed to run at some intervals without the intervention of the customer or banking personnel.

Examples of Core Banking Activities
a. Communication between a local bank and bank overseas when on travels to another country with a local debit card and uses it for purchases
b. A bank consolidates data to a central repository from many branches in different locations
c. Communication between an ERP used by organizations and monthly cash transfer eg. employees salaries are transferred to banks at certain point in the month
d. Multinationals remit funds to the Federal account





Commercial Banks vs Marchant Banks - Compare and Contrast

My friends in the banking industry could not help but spend a few minutes in my brief analysis of the difference between core and retails banking.

One thing I let my subscribers know is that there is a subtle difference between doing the job and doing the job with a reason. In the first, you don't have much to do with the theoretical concepts of the tasks provided you get it done, possibly efficiently.

In the later, you get to know the concepts behind the actions being taken and that is what a being a professional means.

That is would like to highlight the concept of Core Banking and Retail Banking.



1. Retail Banking (aka Consumer Banking)
Retails banking also called Consumer banking deals with providing financial services to customers. Customers may be individuals or corporate organisations

Examples of Retail Banking Activities
a. A bank account is opened for a particular customer
b. School fee is paid by a student and processed
c. Someone withdraws money from the bank's ATM
d. A debit card is provided for a customer
c. A company account is opened for staff of XYZ limited

2. Core Banking (aka Corporate Banking or Consolidated Banking)
Core banking deals with the transaction between a bank and other banks or between a branch of a bank and other branches. It may also involve transaction between a bank and some other organisation.
In core banking transactions details is shared between entities based on network and internet facilities. Core banking tasks may generally have been programmed to run at some intervals without the intervention of the customer or banking personnel.

Examples of Core Banking Activities
a. Communication between a local bank and bank overseas when on travels to another country with a local debit card and uses it for purchases
b. A bank consolidates data to a central repository from many branches in different locations
c. Communication between an ERP used by organisations and monthly cash transfer eg. employees salaries are transferred to banks at certain point in the month
d. Multinationals remit funds to the Federal account


Thank for reading. If this have been informative for you, let me know in the comment box below.
You can also click on the follow button under my profile or give me a plus or thumbs up.


Monday 14 November 2016

The 47 Project Management Processes(5 Process Groups, 10 Knowledge Areas)

Would you like to take your career to the next step?
A series of free training videos have been prepared on the 47 Processes of the Project Management Body of Knowledge


Project Integration Management (6 Processes)
  1. Develop Project Charter (Initiation Process Group)
  2. Develop Project Management Plan (Planning Process Group)
  3. Direct and Manage Project Work (Executing Process Group)
  4. Monitor and Control Project Work (Monitoring and Controlling Process Group)
  5. Perform Integrated Change Control (Monitoring and Controlling Process Group)
  6. Close Project or Phase (Close Project or Phase Process Group)

Project Scope Management (6 Processes)
  1. Plan Scope Management (Planning Process Group)
  2. Collect Requirements (Planning Process Group)
  3. Define Scope (Planning Process Group)
  4. Create WBS (Planning Process Group)
  5. Validate Scope (Monitoring and Controlling Process Group)
  6. Control Scope (Monitoring and Controlling Process Group)

Project Schedule Management (7 Processes)
  1. Plan Schedule Management (Planning Process Group)
  2. Define Activities (Planning Process Group)
  3. Sequence Activities (Planning Process Group)
  4. Estimate Activity Resources (Planning Process Group)
  5. Estimate Activity Durations (Planning Process Group)
  6. Develop Schedule (Planning Process Group)
  7. Control Schedule (Monitoring and Controlling Process Group)

Project Cost Management (4 Processes)
  1. Plan Cost Management (Planning Process Group)
  2. Estimate Costs (Planning Process Group)
  3. Determine Budget (Planning Process Group)
  4. Control Costs (Monitoring and Controlling Process Group)

Project Quality Management (3 Processes)
  1. Plan Quality Management (Planning Process Group)
  2. Perform Quality Assurance (Executing Process Group)
  3. Control Quality (Monitoring and Controlling Process Group)

Project Human Resource Management (4 Processes)
  1. Plan Human Resource Management (Planning Process Group) 27
  2. Acquire Project Team (Executing Process Group) 28
  3. Develop Project Team (Executing Process Group) 29
  4. Manage Project Team (Executing Process Group) 30

Project Communications Management (3 Processes)
  1. Plan Communication Management (Planning Process Group) 31
  2. Manage Communications (Executing Process Group) 32
  3. Control Communications (Monitoring and Controlling Process Group) 33

Project Risk Management (6 Processes)
  1. Plan Risk Management (Planning Process Group) 34
  2. Identify Risks (Planning Process Group)
  3. Perform Qualitative Risk Analysis (Planning Process Group)
  4. Perform Quantitative Risk Analysis (Planning Process Group)
  5. Plan Risk Responses (Planning Process Group)
  6. Control Risks (Monitoring and Controlling Process Group)

Project Procurement Management (4 Processes)
  1. Plan Procurement Management (Planning Process Group)
  2. Conduct Procurements (Executing Process Group)
  3. Control Procurements (Monitoring and Controlling)
  4. Close Procurement (Closing Project Group)

Project Stakeholder Management (4 Processes)
  1. Identify Stakeholders (Initiating Process Group)
  2. Plan Stakeholder Management (Planning Process Group)
  3. Manage Stakeholder Engagement (Executing Process Group)
  4. Control Stakeholder Engagement (Monitoring and Controlling Process Group)

Edited by Kindson Munonye

Friday 11 November 2016

Become a Writer Today

Do you volunteer your time and resources to assist in editing and reviewing employee reports?

Then you can easily become a Workers Book Writer.

Here are the steps to follow:
1. Fill and Submit the Contact form
2. Write an application with the Title "Application for Role of Writer"
3. Submit a copy of this application and a brief profile to saipemnet1@gmail.com

Existing Writer Moderators would examine the request and within 3 days of the application, you would receive a response.

If you qualify as a writer, then a few verification would me made to ensure that you are actually the real applicant. This verification include:

1. A phone call to the phone number specified
2. An brief oral interview
3. Email to complete a questionnaire that would be sent to.

Once the email is completed, you would receive a final success email and a description of the procedure you need to follow and then you can start writing!

You would also receive you user login credentials that would enable you publish your posts.

Thank you for your time.

For any inquiries you can email:  WorkersBookReport@gmail.com

Contact Us

You can Contact of using any of the following:

1. Emails: WorkersBookReport@gmail.com

2. Phones: +234-817-447-7015

Visit: Workers Book Reports

You can also fill and submit the feedback form in the right corner of the home page.

About Workers Book

Workers Book is a network of millions of employees around the world as well as legal professionals who volunteer their time and resources to assist fellow employees in issues relating to work conditions.

Workers Book allows employees around the world to anonymously report any form of abuse by their employer, or violation of employee's rights. This would allow volunteer legal team to look into the situation and handle it as necessary.

Why Workers Book
Workers Book was created out of concerns of many employees whose rights have been violated by their employers but have choose tor remain silent for fear of loosing their jobs. Although it's not the objective of Workers Book to create disaffection between employees and their employers, we also recognize that employees rights and freedom should be respected.

There are hundreds of incidents currently being reviewed by Workers Book legal volunteers. These are cases where employees that have worked for many years are dismissed, terminated, put on redundancy, suspended etc without any good reason.

There are also cases under review of employees being harassed and molested on a day to day basis in their various workplaces and they continued to remain silence just to keep the job. Some cases even involves physical assault by a Manager!

Very soon we would publish details of these sad reports and provide you with relevant information including:


  • The Employer Name/The Company
  • The Victim/The Employees name
  • Date of Abuse/Incident
  • Detailed report of incident
  • How it was handled
  • The progress so far by Workers Book


Do keep up with checking Workers Book and be sure you would have updates from around the world.
Also feel free to submit a report or refer anyone who may need assistance to Workers Book.
Thank you for your time.

For any additional information please email: WorkersBookReport@gmail.com


Share Your Story

We welcome you to report on any experience you face in the office and be sure that millions of workers around the world will get to hear it.

Go ahead to submit a written copy of the report, signed with your name and signature and send to WorkersBookReport@gmail.com

If you would like to send an anonymous report, replace your name with the work "Anonymous" and indicate why you would like your identity protected.

Workers Book recognised the rights of all employees around the world to report on any abuse of authority by their employers and not be penalized in any way.

Monday 7 November 2016

How to write a letter of complaint when your boss is difficult to deal with

Check back in a moment...

How to Handle a Difficult Boss

What should you do if your boss in your workplace is very difficult to deal with?
He literally  makes life in workplace miserable for you

What option will you choose
a.      Try all possible means to please him?
b.      Report him to management?
c.       Just keep quiet and continue working?

No, not that.

One thing you need to remember is that your boss is also an employee just like you.
Also take note that one  important step in handling challenges in the office is adopting the right communication method.

Steps to take:
Step 1: Find a good time to speak with him(when he is in a good mood). Let him know how you feel about his attitude toward you. Speak in a respectful and polite way. You may do this a number of times.

2Step 2:  Speak to a friend of his. No! no! Do not report him! Just find out another person in higher position that is close to him. Explain matters clearly. Let him speak on your behalf, that is, let him speak good about you to your boss. Then follow up with him to know the outcome.

3Step 3:   Speak to the HR boss informally if possible

SStep 4:     Speak to his boss if possible. That is, talk to your boss’ boss.

Step 5:      Write. This is the last resort when all efforts have failed. What will you write though? And to Who?

How to Handle Difficult Colleagues in the Workplace

What should you do if your boss in your workplace is very difficult to deal with?
He literally  makes life in workplace miserable for you

What option will you choose
a.      Try all possible means to please him?
b.      Report him to management?
c.       Just keep quiet and continue working?

No, not that.

One thing you need to remember is that your boss is also an employee just like you.
Also take note that one  important step in handling challenges in the office is adopting the right communication method.

Steps to take:
Step 1: Find a good time to speak with him(when he is in a good mood). Let him know how you feel about his attitude toward you. Speak in a respectful and polite way. You may do this a number of times.

2Step 2:  Speak to a friend of his. No! no! Do not report him! Just find out another person in higher position that is close to him. Explain matters clearly. Let him speak on your behalf, that is, let him speak good about you to your boss. Then follow up with him to know the outcome.

3Step 3:   Speak to the HR boss informally if possible

SStep 4:     Speak to his boss if possible. That is, talk to your boss’ boss.

Step 5:      Write. This is the last resort when all efforts have failed. What will you write though? And to Who?