The first time manager 6th edition

THE FIRST-TIME Sixth Edition Loren B Belker Jim McCormick Gary S Topchik American Management Association New York • Atlanta • Brussels • Chicago • Mexico City • San Francisco Shanghai • Tokyo • Toronto • Washington, D.C Bulk discounts available For details visit: www.amacombooks.org/go/specialsales Or contact special sales: Phone: 800-250-5308 E-mail: specialsls@amanet.org View all the AMACOM titles at: www.amacombooks.org This publication is designed to provide accurate and authoritative information in regard to the subject matter covered It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service If legal advice or other expert assistance is required, the services of a competent professional person should be sought Library of Congress Cataloging-in-Publication Data Belker, Loren B The first-time manager / Loren B Belker, Jim McCormick, and Gary S Topchik — 6th ed p cm Includes index ISBN-13: 978-0-8144-1783-6 ISBN-10: 0-8144-1783-3 Supervision of employees Office management I McCormick, Jim II Topchik, Gary S III Title HF5549.12.B453 2012 658.3Ј02—dc23 2011033261 ᭧ 2012, 2005, 1997, 1993, 1986, and 1981 AMACOM, a division of American Management Association, New York All rights reserved Printed in the United States of America This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019 About AMA American Management Association (www.amanet.org) is a world leader in talent development, advancing the skills of individuals to drive business success Our mission is to support the goals of individuals and organizations through a complete range of products and services, including classroom and virtual seminars, webcasts, webinars, podcasts, conferences, corporate and government solutions, business books, and research AMA’s approach to improving performance combines experiential learning—learning through doing—with opportunities for ongoing professional growth at every step of one’s career journey Printing number 10 Contents Preface to the Sixth Edition Acknowledgments viii Introduction vii PART ONE SO YOU’RE GOING TO MANAGE PEOPLE The Road to Management Starting Out Building Trust and Confidence Show Your Appreciation 21 Being an Active Listener 24 The New Manager’s Job and Pitfalls to Avoid Dealing with Your Superiors Choosing a Managerial Style of Your Own 39 PART TWO TACKLING YOUR NEW DUTIES 43 9 Building a Team Dynamic 17 29 33 45 10 Managing Problem Employees 50 11 Hiring and Interviewing 56 12 Training Team Members 66 13 Managing Change: Dealing with Resistance 72 iii American Managememt Association • www.amanet.org iv Contents 14 Disciplining the Employee 75 15 ‘‘Oh My God! I Can’t Fire Anyone!’’ 16 Having a Legal Awareness 84 93 PART THREE WORKING WITH PEOPLE, BUILDING REL ATIONSHIPS, AND MANAGING RISKS 99 17 No Secrets 18 The Human Resources Department 101 19 The Current State of Loyalty 20 Is There Such a Thing as Motivation? 21 Understanding Risk Inclination 22 Encouraging Initiative and Innovation 23 Improving Outcomes 24 The Generation Gap 104 107 109 116 121 126 131 PART FOUR JOB DESCRIPTIONS, PERFORMANCE APPRAISALS, AND SALARY ADMINISTRATION 135 25 Writing Job Descriptions 137 26 Doing Performance Appraisals 27 Salary Administration 140 152 PART FIVE IMPROVING AND DEVELOPING YOURSELF 28 Having Emotional Intelligence 29 Developing a Positive Self-Image 30 Managing Your Own Time 31 The Written Word 32 The Grapevine 33 Your Best Friend: Delegation 157 159 162 179 187 191 193 34 A Sense of Humor 35 Managing, Participating in, and Leading Meetings 197 36 Taking Center Stage: The Role of Public Speaking in Your Career 207 200 American Managememt Association • www.amanet.org v Contents PART SIX THE COMPLETE PERSON 37 Coping with Stress 38 Having Balance in Your Life 39 A Touch of Class Conclusion Index 227 213 215 219 222 224 American Managememt Association • www.amanet.org To all managers who aspire to advance their skills for the benefit of themselves and those they lead Preface to the Sixth Edition AMACOM Books approached me about updating it Upon reading this classic, I arrived at four conclusions The first was that this book is a fantastic resource that has clearly helped countless new managers The second was that it would be impossible for people to read this book and not improve their ability to manage well, regardless of how long they have been managing The third was that I would have thoroughly enjoyed sitting down with Loren Belker and Gary Topchik because both our philosophies of management and our general approaches to life are so well aligned My final conclusion was that improving this extraordinary resource would be a daunting challenge I felt as though I was being asked to polish an already brilliant gem Having never had the opportunity to meet Loren or Gary led me to feel an even greater obligation to bring their work forward respectfully, add some new insights, and not diminish the value they have provided by their writings To paraphrase Sir Isaac Newton, if I have provided value ‘‘it is by standing on the shoulders of giants.’’ MY FIRST EXPOSURE TO THIS BOOK WAS WHEN Respectfully, Jim McCormick American Managememt Association • www.amanet.org Acknowledgments I W O U L D L I K E T O A C K N O W L E D G E T H E M A N A G E R S I have encountered and observed throughout my career Their skills have ranged from extraordinary to horrendous, though I have learned from all of them To the team members I have had the privilege to lead I say thank you You have all been sources of enjoyment and learning To the aspiring managers I have had the opportunity to teach, I applaud you for your thirst for knowledge Thank you to my editor, Christina Parisi, for entrusting me with the legacy that is this book And finally, I thank my agent, Maryann Karinch, who knows my skills better than I —JM American Managememt Association • www.amanet.org Introduction B Y O P E N I N G T H I S B O O K , you have set yourself apart and made the clear statement that you desire to improve your management ability This book was created for you and to assist you in that effort Just as you cannot lead a parade if no one is following, you cannot manage if you don’t have a team to lead Engrained in this book is the belief that a well-led team will always achieve results that are superior to those of an individual Consistent with that conviction, this book has been written by a team Three of us have taken up the challenge—at different times and in our own ways—of seeking to provide you with the best guidance we can muster for a new manager The results of this joint effort are better because of our collaboration The same will be true for you if you take to heart the insights you will discover in this book Summarizing thousands of words and hundreds of pieces of advice is nearly impossible If forced to summarize, we believe the advice in this book centers around two overarching messages: be thoughtful in your actions and always conduct yourself with class You will never regret either American Managememt Association • www.amanet.org ... poor managers They have so little faith in their team members that they trust them with only trivial tasks What they are really saying is that they don’t know how to properly train their people There... g Be specific If managers want certain behaviors repeated, they need to be specific in the type of positive feedback they give The more detailed the manager is, the more likely the behavior or... the way they want it because it makes them feel important For some omnipotent managers, their retirement years are demolished because retirement means an end to their dedication to the job, their