MANAGEMENT SKILLS

TARGET
• Determine the roles and responsibilities of a manager.
• Build up teamwork and a friendly working place.
• Effective communication skills and motivation for
workers.
• Improve solving problem skills.
• Effective time management to work successfully.
 PART I:
TO BE A PROFESSIONAL
MANAGER
MANAGER ROLE
• A manager does
the work through
another person.
• The results of the
manager's job
depend on the
results of the
employee.
Responsibility of the manager
• Promote the implementation of the work.
• Connect information between supervisors and workers.
• Monitor worker’s jobs
• Guide and support worker.
• Solve working issues.
• Ensure implemented regulations.
• Concern about rights and obligations of workers
 Three types of management

 Mild
 Hard working
 Indecisive
 Uncontrollable  No criticism,
emotion Lack of suggestions
 Shout at others bravery
 Arrogant Arbitrary
 To shift the blame
Profession
on others

 Open
 Be calm and mature
 Respect other
person
Three steps to influence

Direct Impact

To build a relationship

To set an example for others

 Build a positive attitude

Positive thinking:
• Seen opportunities in all
circumstances
• See the good in others
• Always look ahead and
believe in a better future
Capacity required by the manager
Knowledge

S Skill
Attitude
A

ASK model
PART II: TIME MANAGEMENT SKILLS
 TIME DEFINITION
Time is a valuable asset with three characteristics
Limitation
No change
Hard to value
 What is time management?
Time management is defined
as the time that you can
control.

When you manage your time, you

spend time thinking and planning
before you actually do it.
 Thieves of time

Interruption

Paper

Phone

Visitor

Meeting
Time management process
Set purpose

Break down your goals

Determine your manageable action steps

Sort your priority action steps

Group the same job again

Set up your schedule

 SMART Goal

 Specific
 Measurable
 Achievable
 Realistic
 Time – bound
 Priority

• A - Must do

• B - Should do

• C - Can do
PART III: COMMUNICATION SKILLS
AND EXCHANGE INTERNAL
INFORMATION
 WHAT IS COMMUNICATION?
• Communication is two-way exchange between two
objects.
• 2 parties communicate need to understand each other
and have exactly information.
 Receive
Send
information

Code information Decode

information

Idea
Wisher Understand
Opinion

Sender Message Receiver

 FORMS OF COMMUNICATION

Speak

TRANSLATION BY LANGUAGE
Write
USE EFFECTIVE SPEECH

Exactly Brief

fff

Simple
Clearly
 NON-VERBAL COMMUNICATION

Costume
Make up Body movement Distance communication

Eyes Chart
6 Ways to create sympathy in
communication
Professional appearance

Care about others honestly

Keep your smile

Memorize their name

Listen and encourage them to talk

more about them.

Tell them what they are expecting.

Principle 3V in communication

Communication model of
Albert Mehrabian 1960s
What do
you say?

How is your
voice?
How is your
body langue?
PART IV: PROBLEM-SOLVING AND
DECISION-MAKING SKILLS
 What is the problem?
Errors
•Unknown root cause.
• Haven’t found how to fix it yet.
reality

Standard Errors

reality
 Realize the problem
To find reason and solve problem proactively.
Evaluate problem.
 Problem solving process

Yes/No
Present Define Execute
Find out
the the root the
solutions
problem cause solutions
Story of three scientists and a balloon
 Why must the matter be correct?
Right:
• It is easier to find the right solution
Wrong:
•Deadlock
• Solve an abstract problem.
• Solve incorrect problem.
FIND CAUSE OF THE PROBLEM
 Ask the question "Why?"
Why? Why?
Why? Why?
Why?

Problem

Possible cause
 Fish bone diagram
Usually carried out in a group
Also known as causal diagram or Ishikawa

Problem
SELECTION AND ENFORCEMENT
SOLUTION
 Find a solution
Two-approach way:
• Logical thinking.
• Creative thinking.

Connect 9 points with only

4 segments without lifting the pen.
How is human affected by other person
and past?

Dead
PART V: MAKE PARTNERSHIP AND
ENCOURAGE YOUR EMPLOYEE
 3 core elements of cooperation in the
workplace
Workplace co-operation
is based on:
• Mutual respect Communication
•Trust
• The process of
effective communication.
Respect Trust
Personal values

Behavior
Attitude

Value
 Build a win-win relationship
Interested in the job

Win - Lost Win - Win

Lost - Win

Caring for people

Theoretical hierarchy of Maslow needs

Express
yourself

Respect

Society

Safe

Physical
 5 LEVELS LISTEN
Level 1: Ignore
Level 2: Pretend to hear
Level 3: Selective listening
Level 4: Attentive listening.
Level 5: Active listening
 SUPPLY FEEDBACK
Activity /
Targets Result
Process

Feedback
 Suggestions step for fixes
Workers accept the mistake

Explain
Explain the impact discipline
(If has)
Ask the reason Commit to bug fixes
Error problem
Encourage
Do not hurt heart
employee self-esteem
PART VI: CONVINCE SKILLS AND
SOLVE CONFLICT IN GROUP
 CONVINCEMENT PREPARATION
1. Understanding hearer:
• Current needs
•Point of view
• Personality (rational or emotional)
•Concerns
2. Choose the "most important“ points to convince others
 WHAT IS THE CONFLICT?
• Conflict is a collision of power, purpose or personality
between individuals and groups or between groups
• Often contradiction is the disagreement over duty or
emotional problem.

CONFLICT
COC

Duty’s confliction Emotional confliction

JOB’S CONFLICTION CAUSES

Allocate
resources Different
goals

Different Bad
priorities communication

Bounding
task Personal
Unclear characteristics
Feeling
responsibility
BASIC STEPS TO RESOLVE THE
CONFLICT
Focus on results
that are mutually
Do not be beneficial
distracted by
personal
Ready conflicts
negotiate; Do not
give orders
Find people who
can best deal
with conflict
What do you
want to achieve?
ACHIEVE GOALS

Suitable

Important

Core
 6 PRINCIPLES’S NEGOTIATION
Principle 1. Separate people from the problem
Principle 2. Focus on benefits, not position
Principle 3. Searching for solutions is a common concern
of both parties
Principle 4. Use objective criteria as criteria to determine
the outcome
Rule 5. Do not ONLY talk about "faith“
Rule 6. Think about (prepare) your best alternative way.