Goals, Objectives and Communication

- Volunteer Management Conference -

November 4, 2011

Overview

1. Identify a real-life challenge

2. Setting the stage: what great managers know & do

3. Setting expectations: goals & objectives

4. On-The-Level communication

5. Q & A

VOL

SUPERVISOR

DEPARTMENT

ORGANIZATION

Non-Work Issue

TrainingPersonality /

Style

Experience

KSAOs

VOLUNTEER

GeneralDesign

Lack of ClarityToo MuchVariation

Too Big / Too Small

New / Outdated

POSITION

Challenge Identifier OTHER

Dissatisfaction

General Morale

Career Stage

Location

Compensation

Interpersonal

_____________

_____________

Goals & Objectives: What’s the difference?Goals are broad / Objectives are narrowGoals are general / Objectives are preciseGoals can seem intangible / Objectives are tangibleGoals are abstract / Objectives are concreteGoals can’t be validated as-is / Objectives can be

measured

Example: Goal: knows about the human body.Objective: SWBAT name 10-15 key elements of the human

body as outlined in the textbook: “Humans”.

Goal-setting

• Outputs v. inputs

• Quality requirements / measures

• Working backwards

• Ongoing process

Objectives

• S specific

• M measurable

• A action-oriented

• R realistic

• T timebound

First, Break All The Rules

• By Marcus Buckingham & Curt Coffman, Simon & Schuster, 1999

• Looks at effective management practices of over 80,000 managers

• Recommended read for a fresh, yet practical, perspective on managing others

3 Things Great Managers Know

1. People don’t change that much.

2. Don’t try to put in what was left out.

3. Do spend time drawing upon strengths.

4 Things Great Managers Do

1. Select

2. Set expectations

3. Motivate

4. Develop

Goals & Objectives

Communication

“On-The-Level” Communication (McLagan & Krembs, Berrett-Koehler Publications, 1995)

Respect

Shared Responsibility

Purpose

Directness

Treating others with dignity and consideration for their thoughts, feelings, and opinions

Stating honestly and openly what you know, think,

feel or need

Identifying what you want to accomplish

and adjusting actions and words as needed

to reach desired outcomes

Ensuring two-way communication that focuses on achieving positive, mutually satisfying results

Another View of O-T-L

Purpose

6 Communication Skills

Receptive SkillsObserving

Listening

Empathizing

Expressive SkillsQuestioning

Describing

Concluding

The “Observing Participant”

Consciously being an Observing Participant helps you stay aware of what’s happening in a conversation while it’s going on, so that you can:

1. Remind yourself about the purpose of the interaction and then

2. choose the best communication skill(s) to keep the discussion on track.

Avoid Unwelcome Surprises

Giving & Receiving Feedback: Common Problems

“Sender” mistakes• Vagueness• Shutting Down • Anticipation

“Receiver” mistakes• Expecting the worst• Counterattacking • Passiveness

Cross-purposes in delivering feedback

Respect for feelings

Directness

Low High

HighBuries the message

“On The Level”

Creates defensiveness

Delivering & Digesting Tough Messages 1. Don’t wait. Discuss problems before they become

crises.2. Define your view of the problem or relationship

before discussing it. 3. When receiving a tough message, focus on active

listening.4. Consciously use your “Observing Participant”.5. Focus the discussion on the problem, not the

person. 6. Get both sides involved in developing an action

plan.

“On-The-Level” Communication

Respect

Shared Responsibility

Purpose

Directness

Treating others with dignity and consideration for their thoughts, feelings, and opinions

Stating honestly and openly what you know, think,

feel or need

Identifying what you want to accomplish

and adjusting actions and words as needed

to reach desired outcomes

Ensuring two-way communication that focuses on achieving positive, mutually satisfying results

Conclusion

1. Clear goals = building blocks2. Objectives should be SMART3. Focusing on strengths makes the most

sense (for everybody)4. Four main principles of On-The-Level5. Six Communication Skills6. The “Observing Participant” 7. Practice, practice, practice

Successful Communication