1 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere.energy.gov
Effective Crew ManagementCREW LEADER
WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012
2 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere.energy.gov
Learning Objectives
By attending this session, participants will be able to:
• List the basic leadership skills needed to effectively manage a crew.
• Summarize the steps in problem solving and the importance of problem-solving skills.
• Demonstrate how to schedule workdays for effective use of time and resources.
• Discuss tips for motivating a crew to work effectively as a team and enjoy doing it.
EFFECTIVE CREW MANAGEMENT
3 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere.energy.gov
Leadership Skills
Leadership skills include:
• Communication/people skills.
• Mentoring/teaching skills.
• Dealing with differences.
• Problem solving.
• Building enthusiasm for work within the team.
• Maintaining team spirit.
EFFECTIVE CREW MANAGEMENT
4 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere.energy.gov
Communication Skills
Proper communication and people skills satisfy the basic needs of all employees.
•Need for respect
oRecognition
oBeing heard
•Work/life balance
•Trusting environment
•Autonomy
•Fair compensation
EFFECTIVE CREW MANAGEMENT
5 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere.energy.gov
Communication Exercise #1
Effective Listening Exercise
(10 Minutes)
EFFECTIVE CREW MANAGEMENT
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Communication Skills
Basics of Communication
Respect
Boundaries
Understanding
EFFECTIVE CREW MANAGEMENT
7 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere.energy.gov
Communication 101
Body language (55%)
Tone of voice (38%)
Words (7%)
Actions speak louder than words
Communication of Feelings and Attitudes
EFFECTIVE CREW MANAGEMENT
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Respect
Everyone wants to be respected. They want to be:
Listened to
Recognized for achievements
Fairly compensated
Listening to crew members is one way of showing respect while learning of problems before they become too big!
EFFECTIVE CREW MANAGEMENT
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Boundaries
Personal Space
• Acceptable distance differs widely by culture
• Violating personal space is threatening
EFFECTIVE CREW MANAGEMENT
Image developed for the U.S. DOE WAP National Standardized Curricula
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Understanding Each Other
Includes understanding and being understood
Intention: Why are you trying to communicate?
• Getting Answers
• Education
Know your audience: How do they communicate and learn?
• Use terms they will understand
• Find similarities, honor differences
Barriers: Are there barriers to effective communication?
• Language
• Culture
• Poor Hearing or Sight
EFFECTIVE CREW MANAGEMENT
11 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere.energy.gov
Communication Exercise #2
Communicating a Message Exercise
(20 Minutes)
EFFECTIVE CREW MANAGEMENT
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People Skills
• Communication skills
• Tact
• Acceptance of differences
• Humor
• Curiosity
• Good listening skills
• Others?
What are “people skills”?
EFFECTIVE CREW MANAGEMENT
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Mentoring
A crew leader with good mentoring skills meets the basic needs of employees to grow and learn.
•Increase knowledge
•Gain valuable skills
•Explore and improve personal strengths
EFFECTIVE CREW MANAGEMENT
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Importance of Mentoring
Without a mentor to improve their skills, workers may feel like they’re running in place.
Without a mentor With a mentor
EFFECTIVE CREW MANAGEMENT
I’m working hard, but I’m not getting
anywhere.
I’m working hard, but I’m not getting
anywhere.
Image source: www.forum.thefreedictionary.com
This is hard work, but I’m really going places!
This is hard work, but I’m really going places!
Image source: wallpapers.pixxsp.com
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What Makes a Good Mentor?
• Trustworthiness
• Interested in others
• Advocacy for crew members
• Experience
• Seen as a role model
• Views the big picture
• Others?
EFFECTIVE CREW MANAGEMENT
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Mentoring Exercise #3
Mentoring Scenarios Exercise
(30 minutes)
EFFECTIVE CREW MANAGEMENT
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Dealing with Differences
Honor differences
• Of opinion
• Of culture
• In general
EFFECTIVE CREW MANAGEMENT
Conflict resolution
• Acknowledge
• Discover root cause
• Solution
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Problem Solving
• Identify the problem.
• Gather information.
• Consider your options.
• Implement the solution.
• Evaluate: Did it work?
EFFECTIVE CREW MANAGEMENT
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Identify the Problem
• Blower pressure too high?
• Weak original construction?
• Incomplete inspection prior to blow-in?
• Lack of checking?
Photo courtesy of Chris Clay, Building Performance Center
EFFECTIVE CREW MANAGEMENT
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Gather Information
• Who does it affect?
• What are the facts?
• Boundaries/limitations
• Opinions/assumptions
EFFECTIVE CREW MANAGEMENT
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Weigh the Options
• Brainstorm.
• Weigh the options. Are they:
o Practical?
o Ethical?
o Feasible?
o Flexible?
• What does your gut tell you?
EFFECTIVE CREW MANAGEMENT
22 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere.energy.gov
Problem-Solving Exercise #4
Problem-Solving Exercise(30 minutes)
EFFECTIVE CREW MANAGEMENT
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Measures of Success
• Did it work?
• Did you give it your best?
Did your problem-solving efforts hit the nail on the head…
Or leave elephant tracks?
EFFECTIVE CREW MANAGEMENT
Image source: www.huchhufflaw.com
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Scheduling Work
Company Goals
• Adequate production
• Timely completion
• Quality work
Individual Goals
• Variety of tasks
• Autonomy
• Challenged
• Recognized/Appreciated
Make sure to align company and individual goals.
EFFECTIVE CREW MANAGEMENT
25 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere.energy.gov
Scheduling Exercise #5
Sample Work Order Scheduling Exercise
(30 minutes)
EFFECTIVE CREW MANAGEMENT
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Scheduling Exercise Discussion
Are you:
• Providing installers with variety and autonomy?
• Allowing for flexibility?
• Providing for real-time quality assurance?
EFFECTIVE CREW MANAGEMENT
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Build Enthusiasm for the Work
Mission of the WeatherizationAssistance Program
To reduce energy costs for low-incomefamilies, particularly for the elderly, people
with disabilities, and people with children, whileensuring their health and safety.
EFFECTIVE CREW MANAGEMENT
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Motivate Individuals and Team
How are your motivational skills?
Motivational Skills Quiz and Discussion
(45 minutes)
EFFECTIVE CREW MANAGEMENT
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Motivational Skills Discussion
Provide productive, challenging work
• Variety, autonomy, well organized, well equipped
Set effective goals
• SMART, reasonably challenging expectations
Understand individual motivations
• Knowing your crew, effective listening
Provide rewards and recognition
• Encouragement, appreciation, fairness
EFFECTIVE CREW MANAGEMENT
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Addressing Poor Performance
Motivation
• Goals
• Assistance
• Feedback
Ability
• Providing Resources
• Training
• Reorganizing jobs
• Finding new job niche
• Releasing (last resort)
Performance = Motivation x Ability
EFFECTIVE CREW MANAGEMENT
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Summary
• A good crew leader is a good installer but, more importantly, he/she is a good leader.
• Communicating, teaching, and problem solving are all part of the job.
• The first step to solving a problem is identifying the root cause.
• Provide variety, challenge, and autonomy at work.
• Create an organized, fair workplace and learn what motivates individuals to create an effective team.
EFFECTIVE CREW MANAGEMENT