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Perfect Phrases for Setting Performance Goals, Second Edition

Book Description

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEReal success is about the future, not the past. As a supervisor, you’sll be most effective if you concentrate on setting goals for your employees, rather than assessing past events and behaviors.

Table of Contents

  1. Cover Page
  2. Perfect Phrases™ for Setting Performance Goals
  3. Copyright Page
  4. Contents
  5. Preface to the Second Edition
  6. PART ONE. BACKGROUND FOR DEVELOPING AND WRITING PERFORMANCE GOALS
    1. Using This Book to Write Better Performance Goals
      1. What Are Performance Goals Used For?
      2. For the Organization
      3. For the Manager
      4. For the Employee
      5. Where Do Performance Goals Come From?
      6. How to Use This Book
      7. What’s Next?
    2. Setting Performance Goals That Work
      1. Specific and Measurable Goals? A Balancing Act
      2. The Objectivity Bugaboo—Holy Grail of Goals
      3. Where Does That Leave SMART Goals?
      4. Parts of a Goal Statement
      5. Goals Without Criteria
      6. The Goal-Setting Process
      7. Ten Tips for Setting Performance Goals
    3. Getting the Most from Performance Goals
      1. Using the Goals During the Year
      2. Using Goals for Evaluation and Appraisal
      3. Conclusion
  7. PART TWO. PERFECT PHRASES FOR SETTING PERFORMANCE GOALS
    1. Descriptive Contents
    2. Section One. Performance Goals for Any Position
      1. Readiness for Work
        1. Punctuality
        2. Attendance and Absenteeism
        3. Health
      2. Conflict Management and Team Contributions
        1. Contributions to Team Health
        2. Contributions to Team Productivity
        3. Handling Customer Conflicts
        4. Handling Internal Conflicts
      3. Self-Management and Work Habits
        1. Appearance and Clothing
        2. Ethical/Personal Conduct
        3. Organization and Use of Time
        4. Willingness to Help/Volunteer
      4. Work Outputs and Productivity
        1. Own Work
        2. Contributing to Work of Others
        3. Contributing to Overall Productivity
      5. Personal and Skill Development
        1. Assessment
        2. Formal Learning
        3. Informal Learning
      6. Communication
        1. Interpersonal/Team
        2. Management
        3. Customers
        4. Media Relations
    3. Section Two. Performance Goals for General Management Responsibilities
      1. Managing Performance
        1. Setting Performance Goals
        2. Communicating about Performance
        3. Observing and Documenting
        4. Performance Appraisal/Review
      2. Planning
        1. Financial Planning
        2. Personnel Planning
        3. Strategic and Work-Unit Planning
        4. Work Planning/Scheduling
      3. Personnel/Hiring/Retention
        1. Employee Retention
        2. Forecasting
        3. Interviewing
        4. Preparing for Hiring
      4. Leadership and Organizational Climate
        1. Communication
        2. Personal and Staff Development
        3. Work Climate
      5. Productivity/Process Improvement/Organizational Results
        1. Productivity
        2. Process Improvement
        3. Organizational Results
      6. Communications
        1. Downward
        2. Customers/Clients
        3. Peers
        4. Upward
    4. Section Three. Performance Goals for Specific Industries and Jobs
      1. Creative Communication
        1. Copywriting
        2. Copyediting/Layout
        3. Graphic Design
        4. Website Design
      2. Customer Service and Support—Management
        1. Customer Communication/Satisfaction
        2. Customer Service Improvements
        3. Customer Service Management
        4. Customer Service Quality
      3. Customer Service and Support
        1. Customer Communication
        2. Customer Satisfaction/Retention
        3. Customer Service Improvements
        4. Customer Service Management
        5. Customer Service Quality
      4. Financial
        1. Bottom-Line Results
        2. Budgeting
        3. Conformance to Financial Practices
        4. Spending and Financial Control
        5. Processing
        6. Reporting and Communicating
        7. Revenue Enhancement
        8. Other
      5. Food Preparation—Management
        1. Cleanliness/Hygiene/Safety
        2. Cost-Effectiveness/Organization
        3. Quality
      6. Food Preparation
        1. Cleanliness/Hygiene/Safety
        2. Innovation
        3. Inventory Control/Equipment
        4. Quality
      7. Food Services—Management
        1. Catering
        2. Customer Service
        3. Employee Supervision and Training
        4. Facilities Management
      8. Food Services
        1. Environment
        2. Order Taking/Processing
        3. Serving
      9. Human Resources and Personnel—Management
        1. Compensation/Benefits
        2. Conformance
        3. Hiring
        4. Labor Relations
        5. Policy Development/Communication
        6. Privacy and Confidentiality
        7. Staff Development
        8. Staff Retention/Promotion
        9. Staff Satisfaction
      10. Human Resources and Personnel
        1. Hiring
        2. Staff Development
        3. Staff Retention/Promotion
        4. Staff Satisfaction
        5. Conformance
        6. Policy Development/Communication
        7. Work-Unit Support
        8. Compensation/Benefits
        9. Labor Relations
        10. Other
      11. Information Technology: Hardware and Operations—Management
        1. Project/Staff Management
        2. Purchasing and Maintenance
        3. Results Management
      12. Information Technology: Hardware and Operations
        1. Backups/Disaster Recovery
        2. Customer Support
        3. Data and Hardware Security
        4. Maintenance and Operations
        5. New Equipment
      13. Information Technology: Software— Management
        1. Communication/Training
        2. Productivity
        3. Project Management
      14. Information Technology: Software
        1. Data Entry
        2. Business Systems Analysis
        3. Programming
        4. Testing
        5. System Deployment
        6. System Support (Help Desk)
      15. Internet/Intranet Related
        1. Community Development and Customer Support
        2. Content Development and Blogging
        3. Hardware Management
        4. Intranet Content Manager
        5. Social Media Involvement
        6. Web Design, Development, Webmastering, and Web Maintenance
      16. Mechanical Repair and Trades
        1. Customer Communication
        2. Diagnosis and Quality of Work
        3. Speed of Repair
        4. Work Planning and Estimating
      17. Physical Plant Maintenance—Management
        1. Cleaning
        2. Plant Maintenance
        3. Safety
      18. Physical Plant Maintenance
        1. Cleaning
        2. Plant Maintenance
        3. Safety
      19. Production/Manufacturing
        1. Quantity
        2. Quality
        3. Safety and Environment
      20. Retail/Merchandising—Management
        1. Customer Service
        2. Scheduling/Staffing
        3. Store Management
      21. Retail/Merchandising
        1. Checkout/Cash Register
        2. Customer Service
        3. Retail Environment
        4. Stock/Inventory
      22. Sales and Business Development— Management
        1. Generating New Sales/Customers
        2. Managing Current Sales/Customer Relations
        3. Sales Strategy Development
        4. Sales Training/Communication
      23. Sales and Business Development
        1. Managing Current Sales/Customers
        2. Generating New Sales/Customers
        3. Sales-Related Customer Relations
        4. Sales Strategy Development
        5. Sales Training
      24. Security—Management
        1. Communication
        2. Compliance
        3. Improvement
        4. Supervision and Training
        5. Theft
      25. Security
        1. Communication and Training
        2. Compliance
        3. Enforcement
        4. Improvement
        5. Theft
        6. Personal Security
        7. Premises Security
        8. Traffic Control
      26. Support—Management
        1. Communication, Supervision, and Training
        2. Office Management
        3. Scheduling and Work Assignments
      27. Support
        1. Clerical/Filing
        2. Reception
        3. Secretarial
        4. Switchboard/Phones
      28. Transit/Transportation
        1. Customer Support
        2. General Operations
        3. Safety and Maintenance
        4. Vehicle Operation
      29. Workplace Health and Safety—Management
        1. Compliance
        2. Improvement and Investigation
        3. Training and Communication
        4. Work Environment
      30. Workplace Health and Safety
        1. Compliance
        2. Improvement and Investigation
        3. Training and Communication
        4. Work Environment