LADWP Senior Exam

Delegation

Characteristics of a Good Order:
1. Clear
2. Concise
3. Complete
4. Considerate
5. Reasonable

Order Giving Process:
1. Plan
2. Explain
3. Check (Reflective Listening)
4. Release
5. Follow Up

Supervision

1. Plan

2. Organize

3. Coordinate

4. Direct

5. Control

Plan (Supervision)

set work objectives

select from alternative outcomes

map to time line

evaluate suggestions - ideas

Organize (Supervision)

hiring

training

skill assessment

who is needed to work

Coordinate (Supervision)

interface

combination of work efforts to complete work task

Direct (Supervision)

Inspire

Delegate

Motiviate

Communicate

Corrective action/discipline

Control (Supervision)

-monitor progress

-measure against standards/schedule

-determine if within tolerance so as not to delay project

-identify and correct mistakes

-revise and approve: get buy-in on schedule so it reflects current plan

Discipline (Guidelines)

1. Verbal and written reprimands should be given in private

2. Corrective in initial stages, and punitive when training and counseling have little or no effect

3. Check with Division and Labor relations if in doubt to appropriate action. Additionally, check disciplinary guidelines.

4. All facts should be had before taking action or recommending one.

5. Avoid sarcasm

6. Don't threaten or show anger

7. Customize this or recommendation for one to the individual and situation

8. Do this or recommend this promptly

9. Criticize the behavior, not the employee

10. Unconditionally accept the employee as a person. assume that the individual is potentially and intrinsically valuable to the organization.

11. Customize the severity to the seriousness of the offense or infraction.

12. Follow-up to ensure employee is correcting behavior

13. Re-establish friendly contact with employee very quickly after

14. Inform employee of unacceptable behavior as soon as it occurs

15. Immediate Supervisor must be directly involved with this over the subordinate

16. Do not transfer an employee to avoid this

17. Do this on continued infractions of rules even when these are minor. Laxity breeds laxity.

Discipline (Purpose)

Purpose is to correct behavior and prevent recurrence.

Employee must know standards of behavior before-hand

Good Listening

1. Stop Talking

2. Put the talker at ease

-inform that they are free to talk

3. Show them that you want to listen

4. Remove distractions

5. Empathize with them

- see things from their POV

6. Be patient

7. Hold your temper

8. Go easy on argument and criticism

9. Ask questions

10. Stop Talking

Motivation

1. Treat employees as individuals. Show a personal interest in them.

2. Seek their advice (use their ideas).

3. Offer sincere praise and recognition.

4. Provide growth opportunities through delegation (meaningful work).

5. Review employee performance (employee evaluation).

6. Train employees well.

7. Communicate.

Communication

1. Be concise (use plain english)

-explain simply

2. Know your audience

-think on your feet

-be creative

-improvise

3. tell stories

- talk about problem and how it was over come

4. use visuals to help understanding

-images mean ideas and audience to remember right

5. metaphors and analogies

- computer = bicycle for our minds

6. ask "so what?"

-does idea relate to listener and lives?

Instruction Steps

1. Prepare

2. Present

3. Try Out Performance

4. Follow Up

Prepare (Instruction)

a. put employee at ease

b. find out how much employee already knows about what is to be learned

c. arouse employee's interest as much as possible

d. place employee in the correct position so they can properly see and hear what is being taught

Present (Instruction)

a. tell employee about the operation

b. show the employee the operation

c. demonstrate

- be sure to stress key points

- give how and why of each step

Try Out Performance (Instruction)

a. Have employee perform

b. Have employee explain key points as they go

c. Correct Errors

d. Reinstruct

- continue until you are sure they know what to do

Follow-Up (Instruction)

a. have employee work alone

b. encourage questions

c. check with employee frequently at first and then taper off

Equal Employment Opportunity

Everyone at the department has the right to promote based on merit ability and performance

the purpose of this is to remove discrimination in the work place across all personnel actions and protected classes

make our workplace reflective of the diverse customer base that we have

ensure a comfortable work environment for people to perform their best free from fear of discrimination

Personnel Actions (EEO)

Recruiting

Selection

Assignments

Training

Discipline

Compensation

Benefits

Firing

Protected Classes (EEO)

Race

Color

Religion

National Origin

Sex Age

Marital Status

Veteran Status

Disability

Health Condition

Sexual Orientation

Sexual Identity

Supervisor Responsibilities (EEO)

1. Communicate the Policy

2. Justify Personnel Action

3. Prepare for Promotion

4. Development & Training

5. My Responsibility

Communicate the Policy (Supervisor Responsibilities (EEO))

a. conduct meetings to discuss the affirmative action program

b. be sure information is readily available

c. review aa directives/regulations and inform employees of directives

d. require employees to demonstrate an awareness of and respect for individual differences

e. inform employees of their rights to file discrimination complaints

f. interview employees who are leaving the unit to obtain information on supervisory practices

Justify Personnel Actions (Supervisor Responsibilities (EEO))

a. analyzing the duties and gskills, knowledges and abilities required in subordinate positions

b. ask similar questions of all candidates, questions should measure their abilities

c. be sure, that disciplinary actions are documented and are based on job-related criteria reasons (performance)

Prepare for Promotion (Supervisor Responsibilities (EEO))

a. inform employees of their job responsibilities and how their performance will be evaluated

b. advise employees on lines of promotion within and outside of DWP

c. make info on upcoming exams and training opportunities available to all employees

d. encourage employees to aspire for jobs outside of their normal line of promotion

e. assist employees in preparing for exams; such as mock interviews

Training & Development (Supervisor Responsibilities (EEO))

a. familiarize with the abilities, education, experience and goals of each subordinate

b. analyze training needs of employees

c. identify employees with promotional potential and recommend additional training to prepare them for advancement

d. give on the job development and meaningful work

e. rotate employees to different positions

f. encourage employees to take courses during their off duty hours (tuition reimbursement program)

My Responsibilities (Supervisor Responsibilities (EEO))

a. walk the talk

-ZERO tolerance policy

b. take immediate and appropriate action

c. make sure discrimination complaints are handled and fully investigated in a timely manner with discretion and sensitivity