AMA
Playbook

Management

New managers need to make the transition to management quickly. For busy managers who need information fast, check out AMA’s collection of sample forms, templates, worksheets, and advice including how to define your new role, create a productive environment, and uncover how best to communicate within your organization.

5 Steps to Build a Healthy Work Environment

By | Posted Feb 13, 2013

As a manager, you have an opportunity to set standards that boost the health and well-being of your work environment. […]

learn new things

8 Manager Roles You Should Master

By | Posted Feb 12, 2013 | 1 Comment

The role of the manager is constantly changing. Effective managers need to plan, delegate, motivate, support, team-build, inform, change, and coordinate. That’s a lot to keep in mind, and you need to be facile at changing roles quickly. The better you are at these eight skills the more productive your entire team will be.

Customer Service

Employee Self-Assessment Examples in Customer Service

By | Posted Feb 5, 2013 | 17 Comments

What is customer service? Nothing without exceptional reps. Developing your employees into customer service gurus is a snap using these sample phrases for performance appraisals adapted from 2600 Phrases for Effective Performance Reviews by Paul Falcone.

Sample Script for Verbal Warning: Substandard Customer Satisfaction

By | Posted Jan 30, 2013 | 7 Comments

Customer service takes work: After all, employees can only get so far on charm. And if you simply translate customer service into “solving others’ problems with a cheery disposition,” you’ll communicate a message that when others are in need, you can provide them with a solution.

planning

How Do You Use the SMART Method to Create Goals? Action Plan to Achievement

By | Posted Jan 28, 2013 | 1 Comment

Don’t just make goals, achieve them. This worksheet will help you develop your goals into an action plan.

documents

A Checklist for How to Document A Project

By | Posted Jan 24, 2013

Learn how to document your projects. Your supervisor will see you as someone who “follows through” if you properly document the closure of each project. You also give your team a sense of satisfaction, a chance to grow in their work, and a focused opportunity for feedback on their project performance.

New to Management? Tips for Starting Out on the Right Foot

By | Posted Jan 23, 2013

Now that you are the manager, make a plan to create impact immediately. Make a good first impression by starting with these five actions and they will help you become a good manager.

Hiring Process Checklist

By | Posted Jan 22, 2013 | 1 Comment

Use this checklist of the hiring process from creating a job description, to interviewing and selecting an employee. Have a system—a reliable hiring process checklist with a reusable set of tools—to select the best candidate for a job.

Chess performance

What Is the SMART Method to Achieve Goals?

By | Posted Jan 22, 2013 | 3 Comments

How do you set goals that are SMART? Performance management is not like a New Year’s Eve Party, that is, something that happens only once a year. Integrate performance management functions into your regular schedule to dramatically improve performance.

business coaching

When Is Coaching the Right Response?

By | Posted Jan 22, 2013

Coaching is one of a manager’s key skills for engendering high performance among employees. But coaching is not right for every situation. Knowing when to direct and when to coach is fundamental to good management.

whiteboard planning

5 Types of Information You Should Document for Performance Appraisals

By | Posted Jan 22, 2013

Documentation is critical to keep track of performance, so make sure you are keeping the right paperwork by following these tips. In most companies, the HR department keeps a file for each employee. You need to keep a different type of “personnel file.” The manager’s file should include all information for individuals that affects their performance evaluations.

digital calendar

Performance Management Feedback: 4 Tips for Staying on Track

By | Posted Jan 22, 2013

Follow up with your employees to make sure the feedback you give sticks. Performance management is useless unless you follow up. The problem is fitting it into an already busy schedule.

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