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Service Builder :: Managerial Skills for a Successful Service Team

Often, businesses make the mistake of thinking that if one of their employees is an excellent performer in a technical or functional role, that same person will be effective in a managerial role. In reality, the skills necessary to be a good supervisor, manager or leader differ greatly than those of an excellent functional or technical performer. These critical managerial skills include:

  • Planning: For upper levels within an organization, this will take on a strategic—“Where are we going?”—focus. For other levels, it means planning at an operational level to ensure all tasks are completed effectively and efficiently.
  • Organizing: This is “getting the right people on the bus” and in the right seats on the bus. It requires understanding and evaluating job needs and recruiting, hiring and training these individuals that will best satisfy those identified needs.
  • Initiating: Having a good plan and having the right people are nothing if not called to action. Clarifying timelines when activities must be accomplished is critical for overall business success.
  • Monitoring/Controlling: The manager is ultimately responsible for ensuring that outcomes meet the needs of customers and the organization. This entails setting performance standards and working to meet or exceed those standards.
  • Supporting: Managers must support all employees in three capacities:
    Physically – ensuring employees have the tools, space and resources to do the job.
    Intellectually – providing training and education so employees know how to perform the job.
    Emotionally – making deposits in employees “emotional bank accounts”—pats on the back and “attaboys” to cause employees to want to do the job
  • Feedback: Communicating with employees—both positive outcomes as well as constructive opportunities for improvement—is critical to business success. It’s the root of building relationships and creating bi-directional loyalty.