1. HR Soft Skills for Effective Management
Presentation by
Achievers Consult

2. HR Soft skills for Effective Management
Programme coverage:
Welcome address
Introduction
Course objectives
Course Outline
Potential Benefits to participants
Understanding of basic Management process

3. HR Soft skills for Effective Management
INTRODUCTION
In almost all jobs, there is the need to have soft skills in addition to technical skills in order to be a successful person.
In this connection, one of the key focus areas of GRIDCo’s induction programme is to introduce course participants to people skills management also known as soft skills to ensure your effectiveness on the job.

4. HR Soft skills for Effective Management
Course Objectives:
Understand the essential building blocks for effective people management.
Understand basic management process.
To equip personnel with requisite Supervisory/Leadership skills that impacts team management and team performance

5. HR Soft skills for Effective Management
Expected Benefits to Participants:
Change staff attitude to work.
Equip newly engaged staff with basic skills for effective people management.
Enhance participants service delivery capabilities.

6. HR Soft skills for Effective Management
Session One:
- Meaning Of Management
- Key Management Process:
Planning
Organising
Staffing
Leading
Controlling ( To be treated in Session Two)

7. HR Soft skills for Effective Management
Meaning Of Management:
“Management can broadly be defined as getting things done
through people”. or
“It is a social and continuous process of planning, organizing,
staffing, leading, and controlling”

8. HR Soft skills for Effective Management
Meaning Of Management:
Organizing
Structure
Human resource management
Staffing
Selection
Talent Mgt
Succession Plng
Leading
Motivation
Leadership
Communication
Individual and group behaviour
Controlling
Standards
Measurements
Comparisons
Actions
Planning
Goals
Objectives
Strategies
Plans

9. HR Soft skills for Effective Management
Key Management Process :
- Planning
“Planning is a process which entails analyzing and forecasting the resources required to achieve business goals and objectives”
Typical business Plan:
Strategic Plan
Operational Plan
Implementation Plan

10. HR Soft skills for Effective Management
Key Management Process :
Benefits of Planning
Provides a sense of direction for the organization and the individual employees.
It sets the standard for effective evaluation

11. HR Soft skills for Effective Management
Key Management Process :
- Organizing
“Organizing helps to put the factors of production together”
In other words it helps in structuring the organization, functions to be performed, duties and responsibilities to be assigned to personnel employed.
Organizing entails:
Prioritizing
Organizing resources depending on changing environment
Implementation of systems, structures, and processes

12. HR Soft skills for Effective Management
Key Management Process :
- Staffing
“Staffing involves identifying, recruiting, and retaining potential talents for effective service delivery”.
Thus for GRIDCo to be a high performing organization will require have the right skill-mix, organizational culture and work-life balance.

13. HR Soft skills for Effective Management
Key Management Process :
- Leading
“ Leading entails directing and motivating all employees
and resolving conflicts to achieve results”.
Basic Skills required for leading people:
Personal Integrity
Vision
Communication
Delegation
Managing Differences
Problem Solving
Time Management
Team Work
Motivation

14. HR Soft skills for Effective Management
Leading:
- Personal Integrity
Integrity is the corner stone of people skills
Integrity means basic honesty and truthfulness when dealing with others
- Vision
To be an effective leader, you need to have a vision. Realisation of your vision and mission are dependent on adherence to the right cultural values.

15. HR Soft skills for Effective Management
Leading:
- Communication
Meaning
It can be defined as the flow of information from one level to another within an organisational or social setting with a view of creating understanding.
- What is Good Communication about?
Is about taking responsibility for interaction, listening, empathising and responding appropriately.

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Leading:
- Types of Communication
Oral Communication (e.g. Interviewing, Telephone Conversation).
Visual Communication (e.g. Closed –Circuit TV, TV Programs)
Written Communication (e.g. Memos, Reports, s, Bulletins)
The Three Vs required for effective communication
Visual – Body Language 58%
Verbal – Content, Words (7%)
Vocal – Tone , Pitch (35%)

17. HR Soft skills for Effective Management
Leading:
- Interpersonal Communication Skills
Interpersonal Communication skills refer to how you relate to individuals that you come into contact work.
However, there are some key communication stumbling blocks to be aware of.

18. HR Soft skills for Effective Management
Leading:
- Key Communication Blocks:
Message Barriers
This occurs when there is lack of clarity and confusion in what is being communicated.
Receiving Barriers
This occurs at the receiver ‘s end, and typically as a result of ineffective listening.
Decoding Barriers
Here the message is not because misperceptions or missing information. It involves a lot of non-verbal communication or body language.

19. HR Soft skills for Effective Management
Leading:
Skills for Good Communication
Recognise the Need.
Be as open as possible.
Respond to issues promptly.
Probing skills.
Language skills.
Listening skills.

20. HR Soft skills for Effective Management
Leading:
Probing Skills for effective Communication
Open End.
A question that invites a wide range of responses about another person’s views, ideas or opinions (e.g. What is your opinion on--?)
Pause
An international, purposeful period of silence (e.g. Tell me more)
Reflective
A statement that describes and reflect a feeling or emotions (without implying agreement or disagreement e.g. Are you upset, You seem reluctant to talk).

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Leading:
Probing Skills for effective Communication
Summary
A brief statement of the content of what was said, in your owns (e.g. You’re saying that …..)
Fact Finding (Closed)
A question that limits the response by requesting specific facts or a “yes” or “no” answer. (e.g. Who is in charge of ..?)

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Leading:
Language Skills for effective Communication
Use simple, clear and concise words for a specific occasion bearing in mind your audience

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Leading:
- Listening Skills for effective Communication
Look directly at the person.
Ask questions.
Let the other person talk.
Don’t interrupt when the other person is talking.
Summarise, use their words and ideas.
Respond thoughtfully and honestly.
Watch body language

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Leading:
- Five Step Format for effective Communication
Arouse interest and test receptivity.
Raise receptivity and get other’s views.
Explain your views.
Vent emotions and resolve disagreements.
Work out an action plan.

25. HR Soft skills for Effective Management
Leading:
- Five Step Format for effective Communication
Arouse interest and test receptivity.
- Appropriate sociability
- Provide a clear purpose and potential benefit
- Question to test receptivity
Raise receptivity and get other’s views.
- Probe : question and listen to surface views
- Encourage others to talk
- summarise other’s comments
- Withhold your views.

26. HR Soft skills for Effective Management
Leading:
- Five Step Format for effective Communication
Explain your views.
- Respond to other’s views
- State areas of agreement and disagreement
- Provide additional facts , opinion
- Space ideas, be concise
4. Vent emotions and resolve disagreements.
- if needed, vent interfering em0tions
- Explore other’s position then explain own
- Generate solutions and mutually select the best
5. Work out an action plan.
- Work out goals and plans
- Make benefits clear
- Establish milestones for follow –up
- Check understanding and commitment

27. HR Soft skills for Effective Management
Leading:
- Delegation
Delegation is a management practice whereby those in areas of responsibility give up or transfer performance of certain duties or tasks to others in an organisation to make decisions which has the same force and effect as those passed by the former.

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Leading:
- Delegation
Reasons for Delegation
To reduce work pressure.
Emergency Situation
Effective Participation
Skill Transfer

29. HR Soft skills for Effective Management
Leading:
- Delegation
Impact of Delegation
May result in dictatorship.
Sometimes causes delay
Sometimes break in coordination
May reduce the power or authority of those who delegate

30. HR Soft skills for Effective Management
Leading:
- Managing Difference (i.e. Conflict Management)
Respecting and managing the differences between people can be one of the most important skills, you can develop.
Indeed, it can be a huge advantage if you learn to celebrate and enjoy differences, and make them work to your advantage.

31. HR Soft skills for Effective Management
Leading:
- Managing Difference (i.e. Conflict Management)
Potential Benefits of Conflict Management
Conflict often causes significant positive change
It spawns creative and novel approaches to problem solving
Can improve organisational performance
Techniques for Conflict Management
Active Listening Skills
Empathic at Work
Assertiveness

32. HR Soft skills for Effective Management
Leading:
- Managing Difference (i.e. Conflict Management)
Rules governing Conflict Resolution
Make sure that good relationships are the first priority
Keep people and problem separate
Pay attention to the interests that are being presented
Listen first; talk second
Set out the Facts
Explore options together

33. HR Soft skills for Effective Management
Leading:
- Problem Solving / Decision Making
Individuals at all levels of any company make decisions.
Decision making can be described as choosing between alternatives.

34. HR Soft skills for Effective Management
Leading:
Logical Steps in Problem Solving: 1
Problem Identification 2
Identification of decision criteria (i.e. possible causes) 3
Allocation of weights to criteria (i.e. allocation of weights to criteria) 4
Development of alternatives 5
Analysis of alternatives 6
Selection of alternatives 7
Implementation of alternatives 8
Evaluation of decision effectiveness

35. HR Soft skills for Effective Management
Leading:
- Time Management
Managing your time shoes how to prioritize your tasks – what to concentrate on and for how long ; also what to set aside from planning stage to controlling stage.
- Definition
Conscious control of the amount of time spent on work activities, in order to maximize personal efficiency

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Leading:
Time Management Cont’d
Benefits of Time Management
Makes you more focused, organised and result oriented.
It helps to maximise personal productivity

37. HR Soft skills for Effective Management
Leading:
Time Management Cont’d
How to manage your time effectively:
Prioritise and block your tasks (prepare to –do list).
Identify Tasks to Delegate
Maintain Good Work Desk
Use appropriate Technology where necessary.
Manage Interruptions

38. HR Soft skills for Effective Management
Leading:
- Teamwork
Teamwork is very essential in modern organisation.
In the event you are managing a team you need to develop basic skills to enhance performance and achieve results quickly.
As part of your skill development, it is also important to know your team working strengths and weaknesses.

39. HR Soft skills for Effective Management
Leading:
4 Stages of Team Development
A psychologist by name Bruce Tuckman came by the
following phrase for team development in the year 1965.
Forming
This is the first stage where individual team members are coming together to know themselves and understand the tasks ahead. Normally, you need to take a lead role at this point.
Storming
This is the second stage where your authority is challenged, role expectations need clarification. Individuals differences need to be managed. As a leader you need to be assertive.

40. HR Soft skills for Effective Management
Leading:
Stages of Team Development cont’d.
Norming
At this stage proper reporting relationship is established, team members get to socialize and eager to provide constructive criticism. Here, you need to take a back role. This is a good time organise social events.
Performing
When the team gets to performing stage, they tend to deliver. The work culture is very strong. Here you need to delegate and move on.

41. HR Soft skills for Effective Management
Leading:
- Building an Effective Team
Encourage collaboration
Evaluate team performance
Use reward schemes
Ensure mutual respect
Brainstorm first
Do backstage work

42. HR Soft skills for Effective Management
Leading:
- Building an Effective Team Cont’d.
Share Strategic Change Initiative
Push decision-making down
Ask for input
Share Successes
Establish Frequent Contacts
Use different types of media
Empowerment

43. HR Soft skills for Effective Management
Leading:
- Summary on Team Work
As a team leader, you need to promote more learning among your team by applying your motivational skills (i.e. using intrinsic and extrinsic factors)

44. HR Soft skills for Effective Management
Leading:
Motivation
Meaning
It is the use of internal/external factors to achieve results through people Or
It deals with how to boast the morale of individuals assigned to a task in order to get positive results as quickly as possible.

45. HR Soft skills for Effective Management
Leading:
- How to Motivate people to do well:
Improve technical system (i.e. technology, equipment etc)
Develop Abilities (i.e. training, mentoring /coaching etc)
Understanding individual emotional intelligence)
Understand the environmental factors:
- Promotion prospects
- Financial Incentives
- Recognition Schemes
- Working Conditions
- Job satisfaction (i.e. job enrichment, job rotation, job
enlargement)

46. HR Soft skills for Effective Management
Leading:
- Summary on Motivation:
As an individual you need to develop intrinsic factors by exploring and managing yourself while waiting for your boss to support you.
NB:
- Define your sense of purpose
-What made that happen
- Chart your career path

47. HR Soft skills for Effective Management
Leading:
The Dimensional Model for Behaviour Management:
Make Things Happen
(Tell & Do)
(Challenge & Involve) Q1 Q4
Low Concern for People
High Concern for People Q2 Q3
(Avoid & Abdicate)
(Pacify & Socialise)
Let Things Happen

48. HR Soft skills for Effective Management
Leading:
The Dimensional Model for Behaviour Management:
Q1 Behaviours Q2 Behaviours - Argumentative - Cautious - Blameless - Non-Committal - Never Wrong - Hard – to - read - Know-it –all - Reserved - Egoistic -Withdrawn Q3 Behaviours Q4 Behaviours - Good Natured - Businesslike - Talkative - Candid - Too- Agreeable - Collaborative - Easy -Going - Challenging - Story Teller - Ask Tough Qus. - Not Focused - Focused

49. HR Soft skills for Effective Management
Session Two:
Key Management Process Cont’d
Key Management Process - Controlling
Course Evaluation
Close of Programme

50. HR Soft skills for Effective Management
Key Management Process :
Controlling
Definition:
It is a continuous process of monitoring activities to ensure that they are being achieved as planned and correcting any significant deviation thereof.
Types of control: examples
- budgetary control
- administrative control
- technical control
- internal control
- risk management control

51. HR Soft skills for Effective Management
Key Management Process :
Controlling
What is Balanced Scorecard?

52. HR Soft skills for Effective Management
What is Balanced Scorecard?
Introduction:
Owing the challenges with our traditional performance management systems, the Balanced Scorecard is being used as an effective tool to manage institutional and individual performance in a more focused manner.

53. HR Soft skills for Effective Management
What is Balanced Scorecard (BSC)
Is an integrated management system (not only a measurement system) that enables organisations to clarify their vision and strategies into action and ensures a balanced set of measures between corporate financial measures and non-financial measures.
(Developed by Robert Kaplan and David Norton in 1992 at Harvard University)

54. HR Soft skills for Effective Management BSC as a framework in translating strategy into action (source: by Kaplan and Norton:

55. HR Soft skills for Effective Management
Features of BSC
Financial Perspective:
Serves as the focus on long term goals to provide the
highest possible returns for the organisation. It examines
return on investment and economic value added for
example:-
Cost to Income Ratio
Return on Equity
Return on Assets
Customer Perspective:
Looks at specific deliverables that need to be achieved to
ensure the organisation’s customer objectives are met i.e.
Customer Profiling (segmentation)
Passion for service
Providing solutions for customers
Customer satisfaction, retention, market share, acquisition,
and profitability.

56. HR Soft skills for Effective Management
Features of BSC
Internal Perspective:
Looks at internal processes that are most critical for
achieving the organizations goals and objectives.
It focuses on: What we do and how we do it to achieve
optimum results. For example:
Quality response time, cost, new product
introduction, simplification of systems.
Learning & Growth Perspective:
Looks at employee strategic skills that need to be
developed and access to strategic information in order to
ensure employee satisfaction, creativity, changed mind-set,
and enhanced performance.

57. HR Soft skills for Effective Management
Benefits of BSC
Assists Executives to keep a finger on the pulse of the organisation, test strategic assumptions, and respond rapidly to strategic challenges.
Provides the tools for translating overall business objectives into measurable targets across the organisation.
Identifies key measures that drive your company’s performance.
Ensures strategic alignment and links it to individual performance management.

58. HR Soft skills for Effective Management
Benefits of BSC
Improves performance culture in your organisation.
Assists executives to re-focus their time and attention on strategic issues during management meetings in order to bring about change and quick results.
Stimulates managers/staff members to add value to the Organisation.
Helps to clarify and communicate corporate/ business unit strategies within an organisation

59. HR Soft skills for Effective Management
Logical Steps for strategic Mapping:
Step 1: Define Vision, Strategy and Cultural Values.
Step 2: Alignment of vision, strategy, & mindset by
translating them into specific terms and develop
strategic themes.
Step 3: Assessment of the Organisation’s capabilities and the
key performance drivers
Step 4: Set cause and effect relationships between key drivers
and key performance outcomes. (e.g. (a) How to set
standards and Measures to achieve results or goals,
(b) What are the barriers, (c) How would employees
need to behave.)

60. HR Soft skills for Effective Management
Logical Steps for strategic Mapping:
Step 5: Resource Deployment.
Step 6: Alignment of Systems and Structures.
Step 7: Monitoring Progress and Continually Raising the Bar

61. HR Soft skills for Effective Management
SAMPLE BALANCED SCORECARD
Objectives
Measures
Target
Remarks/Rating
Financial Perspective
1.Management of Funds
2. Cost Control
Level of budget target met
Revenue Level
level of staff /operating cost
From……(2014)
To……….(2015)
Customer Perspective
1. Meet Gridco’s mandates
2. Be the preferred Service Provider
3. Institutional image
Level of Public Satisfaction
Level of service complaints
Customer surveys
Internal Perspective
1.Improve Business Processes
2. Structural Reform Policy
2. Safety
3.Adherence to Rules/Regulations
Turn around time in service delivery
Effectiveness of business processes / Policies
Organisational safety
Level of Disciplinary cases
Learning Perspective
1. An Employer of Choice
2. Focus on Critical Staff Retention
3. Upgrade Staff Competencies
Level of Employee
Satisfaction
% of Key Staff Retained
Strategic Skilling as a
percentage of Payroll
95%
100%
5% of Annual Staff Salary

62. HR Soft skills for Effective Management
Alignment of BSC/Performance process
CORPORATE SCORECARD
DEPARTMENTAL SCORECARD
INDIVIDUAL SCORECARD

63. HR Soft skills for Effective Management
Conclusion
Using the balanced scorecard as performance management system makes an organisation focused by prioritising its needs, ensuring key drivers of strategy are identified, aligned and measured.

64. HR Soft skills for Effective Management
Thank you

65. HR Soft skills for Effective Management
Contributions and suggestions!