Advance Smart

Microfinance
MANAGERS COACHING

PEOPLE AND RELATIONSHIP MANAGEMENT

People Management
People management is the process of training,
motivating and directing employees in order to
optimize workplace productivity and promote
professional growth.
It is to oversee workflow and boost employee
performance every day.
Why People Management
Effective people management can help you mediate
conflicts between employees in a way that promotes
collaboration and respect.
It provides constructive feedback and mentor
employees so they can succeed in their positions. This
includes inducting new recruits and training old
employees to be more effective.
Why People Management- cont
Effective people management can help you evaluate
your team’s resources and set realistic deadlines that
encourage progress, assigning tasks and establishing
achievable goals.
Essential in building a work culture, you can use your
people management responsibilities to build rapport
with employees and hence a good work culture.
ENABLE OTHERS TO ACT
Enable Others to Act

Foster collaboration by building trust and facilitating

relationships

 Strengthen others by increasing self-determination

and developing competence
Enable Others to Act- Dos
• Develop cooperative relationships with the people
YOU work with
• Actively listen to diverse points of view
• Treat others with dignity and respect
• Support the decisions that staff make on their own
• Give people a great deal of freedom and choice in
deciding how to do their work
• Ensure that people grow in their jobs by learning new
skills and developing themselves
Essential people management skills

People management requires several soft skills,

including those that can lead to open and honest
communication as well as improved employee
experience.
Each of the skills can better help you interact with
your employees and perform organizational tasks.
Eight key People Management skills
Empowering employees
Active listening
Conflict-resolution
Flexibility
Patience
Clear communication
Trust
Organization
1.Empowering employees

Empowering your employees helps them develop new

skills and be more productive. Train new employees
well and give them the knowledge and resources they
need to perform assigned tasks and continue learning
on their own.
Offering constructive feedback.
Encouraging them to take additional skill-building
courses and learning opportunities.
Supporting them on or manage challenging projects
or tasks.
2.Active listening

This is the practice of listening to the speaker in order

to fully understand their perspective, question or
concern before responding.
Active listeners remove distractions, maintain eye
contact and offer verbal or non-verbal cues to indicate
their engagement and understanding. 
When an employee comes to you with a question or
issue, use nonverbal cues such as nodding to
demonstrate your engagement while they’re speaking.
3. Conflict-resolution

Good conflict-resolution skills can help address

interpersonal challenges. You can analyze the situation
and identify what the causes of the conflict might be.
If there’s a miscommunication or differing opinions,
you can mediate between opposing parties and help
them make a compromise or reach a collective
understanding.
After mediation, monitor the situation to ensure the
conflict is fully resolved and to prevent it from
occurring again.
4. Flexibility

Knowing when to be flexible and when to more firmly

direct employees is an important aspect of effective
people management.
You can demonstrate flexibility in your management
style by allowing employees to adjust their individual
workflow so they can be as productive as possible.
If an employee seems to be struggling with
personalizing their process, you can coach them
through the standard steps, and help them discover
what works best for them.
5. Patience

Patience is an important people management skill

that uses kindness, respect and empathy while helping
others overcome obstacles. You can use patience when
training new employees, teaching new processes,
handling conflicts or solving problems.
For example, if an employee continues asking
questions about a single process, you should continue
to provide guidance.
Use patience in the workplace to encourage employees
to always ask for help if they need it.
6. Clear communication

Communication is a necessary people management skill that

enables team members to work together in solving problems,
brainstorming new ideas and adapting to new changes. Your
ability to clearly communicate with your coworkers can help
you be a better team member.
Proactive effective communication by using clear and simple
language so every recipient understands your message.
Give your employees the opportunity to ask clarifying
questions, and directly confirm that each member of your
team understands the information so there is no
miscommunication.
7. Trust

Trust means believing that you can rely on someone’s

abilities, assistance or advice when you need it most.
Building trust helps your team work together more
efficiently and productively. Teams should be able to trust
that their leader supports them and believes in their hard
work.
Leaders should be able to trust that their team can
complete tasks correctly and on time.
You can build trust by reliably performing your tasks and
demonstrating technical skill when employees ask for
help.
8. Organized

Managing a team involves handling several different

ongoing tasks simultaneously.
Promptly responding to emails, approval requests and
questions.
Keeping a calendar to actively track deadlines.
Running meetings that efficiently discuss information.
Properly assigning tasks to team members.
Staff Appraisals
There must be a proper and coherent staff appraisal
process in an organization.
Staff to be sensitized about the process and must be
made to buy in the process.
The Appraisals to be conducted as per schedule and
with in the agreed timelines.
There must be objectivity and fairness.
Constructive feedback.
Performance improvement plan in place.
Staff Monitoring
This is the continuous review and follow up of the
staff performance in relation to the set standards.
Supervisors should constantly discuss and review the
set activities, targets and achievements with the staff.
Supervisors to check and sign on the monitoring tools
or books.
Supervisors to train and mentor to better their
performance.
Staff Rewards & Recognition
Staff will always work better and get very motivated if
they are recognized or rewarded for a job well done.
This may be in form of appreciation during general
staff meetings, Best performer of the month on Staff
Notice Boards, luncheon, etc
Management to set up a clear Staff Reward and
Recognition system.
Employee Feed Back

Any communication that gives information about

some aspect of a persons behaviour and its affect on
you/the organization
Importance of Feed Back
Increases employee performance by:

Assisting people in understanding

duties/responsibilities

Encouraging people to achieve their performance

goals

Letting them know you are interested in them

Techniques for providing feedback
1.Focus on specific behaviors

Use concrete examples or data

Keep it impersonal – discuss behavior or action not

individual

Use “We” to take ownership of working on the

problem
Techniques for providing feedback

2. Make it well timed

Most meaningful when there is a short lapse of time
between actual and receipt of the feedback
Techniques for providing feedback

3.Ensure understanding

Allow for questions

Have individual re-phrase

Active listening
Techniques for providing feedback
4.Develop an action plan
Keep it goal oriented
Focus it on changing behavior

5.Determine a follow-up date

Ensure understanding
Summarize
RELATIONSHIP MANAGEMENT
Relationship Management
Relationship Management is all about interpersonal
communication between an organization staff, its
clients and other stakeholders.
It involves maintenance of an ongoing engagement
with an audience, inspiration, influence, effective
communication and building bonds.
Relationship Management- cont
Relationship management involves creating a
partnership between organization, staff and its clients.
Relationship management involves strategies to build
stakeholder support for the business and its offerings.
Most often, relationship building occurs at the
customer level here we are looking at both internal
and external customers.
Relationship Management skills
Excellency in communication in all areas such as
verbal, non verbal, body language and gestures.
Very good listening skills.
A friendly, personal attitude.
Who wants to communicate or to build relationships
with angry and annoying people? Being able to stay
both professional and friendly is a good thing to do.
Relationship Management skills- cont
Excellent organizational knowledge;
Strategic thinking;
Ability to set clear goals and plans.
The goals show the direction and trend of the
relationship and it’s end results.
Relationship Management Tips
Complete undivided attention to every individual you
communicate with.
If it is face-to-face; make eye contact.
Listen as if your life depended on it, don’t interrupt.
Pause after you ask a question and after an answer. Ask
another related question. Don’t shift the topic to
yourself.
Avoid using the phone while interacting, paying
attention to the phone instead of the person in front of
you is ultimate insult.
Relationship Management Tips- cont
Being five minutes early is on time. Showing up right
on time or later is being late. It shows a lack of respect
for the other person or people.
Treat everyone you come in contact with as the most
important person in the world.
Be responsive whenever you are approached for a
service or help.
Relationship Management Tips- cont
Be interested in other people. Follow up and stay in
touch. Almost everything you achieve will be the result
of the people you meet and the relationships you form
along the way.
Be selfless, curious, and grateful. You will be surprised
at how it comes back to you.
Follow up with thank you message to a person after
the meeting. It makes one feel good.
Habits of Highly successful people
Learn to live your life in a truly effective and successful
way, process of personal and interpersonal growth.
Increase capacity in an organization
Intersection of Knowledge, Skill and Desire
 Knowledge is the theoretical component that is the
what to do and the way to do it how to do it.
Skill is the practical side on how to do it.
Desire is the motivation side the want to do it.
In order to have true meaning of our life we must have
the three components mentioned above.
Relevance of Relations
Dependence, Independence and Interdependence.
Dependence is the attitude of you, you take care of
me, you.
Independence free of external influence, Attitude of I.
Interdependence, We are basic approach of using
other people to accomplish what they desire. Attitude
of We.
Thanks