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.

AMA Answers: I Am a New Manager. How Do I Manage My Friends and Former Peers?

By | Posted Apr 2, 2013 | 1 Comment

Being responsible for the work of former peers and friends is a common concern that revisits any manager at any level who gets promoted from within. It is not solely a new manager concern. The good news is it does get easier with practice and experience. The three main areas to put your attention on are: enhancing your competency and confidence as a manager, establishing your credibility, and develop exceptional communication skills.

role of leadership

Has the Role of Leadership Changed?

By | Posted Mar 27, 2013 | 1 Comment

Has the Role of the Leader Changed? We asked leadership guru and author of Intelligent Leadership John Mattone how leadership has changed over the years.

Big data as opposed to gut instinct

Is Your Blink Enough? Not If You’re Savvy to Big Data

By | Posted Mar 26, 2013

In the world of Big Data, are you still making decisions based on your instincts? In 2005, Malcolm Gladwell immortalized the idea that you can make decisions based on your gut reaction in his book, Blink. But given the enormous shift in access to real-time data and analysis, this kind of decision-making may in fact lead you astray.

8 Steps for Prioritizing Work and Getting Things Done

By | Posted Mar 21, 2013

Are you being asked to do more with less? Here are 8 simple steps to help you prioritize and stay on top of all your goals.

man in tug of war

Sample Performance Correction Notice for Workplace Problems: Customer Service

By | Posted Mar 18, 2013 | 1 Comment

Giving correction notices is one of the least favorite activities related to performance management, but can really help solve many workplace problems. This is a sample correction notice for a maintenance mechanic who fails to follow up with customers after repairs are done and often leaves the scene as soon as someone else from his department arrives to help him repair a broken item.

Ask AMA: Tipping Sacred Cows

By | Posted Mar 15, 2013

You asked, we answered. In the webcast, Tipping Sacred Cows: Kicking Bad Habits That Masquerade as Virtues, there were some questions we didn’t get to answer. Here are two of them along with expert answers from Jake Breeden.

good behavior

3 Tips to Giving Positive Feedback

By | Posted Feb 14, 2013 | 1 Comment

How often do you take the time to praise others for a job well done? Do you make a point of providing positive feedback to those who help you accomplish your goals? How frequently? Employees are better able to hear and respond to constructive criticism when there is a balance of criticism and praise.

Customer Service

Employee Self-Assessment Examples in Customer Service

By | Posted Feb 5, 2013 | 18 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.

Stress Pencil

5 Tips for Correcting Behavior Issues in Employees

By | Posted Jan 22, 2013 | 2 Comments

Performance management would be easy if it weren’t for people who underperform. Now is an excellent time to correct behavior issues using the performance review process.

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