Perfect Phrases for Setting Performance Goals [平裝]

內容簡介

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

Real success is about the future, not the past. As a supervisor, you'll be most effective if you concentrate on setting goals for your employees, rather than assessing past events and behaviors.

This completely revised and updated second edition of Perfect Phrases for Setting Performance Goals provides hundreds of precisely worded performance goals you can put to use in virtually any situation. This handy,

quick-reference guide provides effective language for:

Focusing your people on the most important parts of their jobs
Communicating your expectations
Aligning employee goals with organizational priorities
Improving productivity and morale in the workplace
Reducing disagreements during performance reviews

Robert Bacal is the author of Managing Performance, The Complete Idiot's

Guide to Consulting, and other human resources books.

Douglas Max is Managing Director of LR Communications, a firm that conducts on-site seminars in writing and presentation skills.
 

目錄
Preface xv
About the Authors xviii
Part 1 Background for Developing and Writing Performance Goals 1
Using This Book to Write Better Performance Goals 3
Setting Performance Goals That Work 12
Specific and Measurable Goals? A Balancing Act 12
Parts of a Goal Statement 15
Goals Without Criteria 16
The Goal-Setting Process 18
10 Tips for Setting Performance Goals 19
Getting the Most from Performance Goals 22
Using the Goals During the Year 22
Using Goals for Evaluation and Appraisal 25
Conclusion 28
Part 2 Perfect Phrases for Setting Performance Goals 29
Descriptive Contents 31
Section 1 Performance Goals for Any Position
Readiness for Work Goals 45
Punctuality 45
Attendance and Absenteeism 45
Health 46
Conflict Management and Team Contributions Goals 47
Contributions to Team Health 47
Contributions to Team Productivity 47
Handling Customer Conflicts 48
Handling Internal Conflicts 48
Self-Management and Work Habits Goals 50
Appearance and Clothing 50
Ethical/Personal Conduct 50
Organization and Use of Time 51
Willingness to Help/Volunteer 51
Work Outputs and Productivity Goals 53
Own Work 53
Contributing to Work of Others 53
Contributing to Overall Productivity 54
Personal and Skill Development Goals 56
Assessment 56
Formal Learning 56
Informal Learning 57
Communication Goals 59
Interpersonal/Team 59
Management 59
Customers 60
Media Relations 61
Section 2 Performance Goals for General Management Responsibilities
Managing Performance Goals 65
Setting Performance Goals 65
Communicating About Performance 65
Observing and Documenting 66
Performance Appraisal/Review 66
Planning Goals 68
Financial Planning 68
Personnel Planning 68
Strategic and Work-Unit Planning 69
Work Planning/Scheduling 69
Personnel/Hiring/Retention Goals 71
Employee Retention 71
Forecasting 71
Interviewing 72
Preparing for Hiring 73
Leadership and Organizational Climate Goals 74
Communication 74
Personal and Staff Development 74
Work Climate 74
Productivity/Process Improvement/Organizational Results Goals 76
Productivity 76
Process Improvement 77
Organizational Results 77
Communications Goals 79
Downwards 79
Customers/Clients 79
Peers 79
Upwards 80
Section 3 Performance Goals for Specific Industries and Jobs
Customer Service and Support--Management Goals 83
Customer Communication/Satisfaction 83
Customer Service Improvements 83
Customer Service Management 83
Customer Service Quality 84
Customer Service and Support Goals 85
Customer Communication 85
Customer Satisfaction/Retention 85
Customer Service Improvements 86
Customer Service Management 86
Customer Service Quality 87
Information Technology: Hardware and Operations--Management Goals 89
Project/Staff Management 89
Purchasing and Maintenance 89
Results Management 90
Information Technology: Hardware and Operations Goals 91
Backups/Disaster Recovery 91
Customer Support 91
Data and Hardware Security 92
Maintenance and Operations 93
New Equipment 94
Information Technology: Software--Management Goals 95
Communication/Training 95
Productivity 95
Project Management 96
Information Technology: Software Goals 97
Data Entry 97
Business Systems Analysis 97
Programming 98
Testing 99
System Deployment 100
System Support (Help Desk) 100
Financial Goals 101
Bottom-Line Results 101
Budgeting 101
Conformance to Financial Practices 102
Spending and Financial Control 102
Processing 104
Reporting and Communicating 104
Revenue Enhancement 105
Other 105
Creative Communication Goals 107
Copywriting 107
Copyediting/Layout 107
Graphic Design 108
Web Site Design 108
Production/Manufacturing Goals 110
Quantity 110
Quality 111
Safety and Environment 111
Food Preparation--Management Goals 113
Cleanliness/Hygiene/Safety 113
Cost-Effectiveness/Organization 113
Quality 114
Food Preparation Goals 115
Cleanliness/Hygiene/Safety 115
Innovation 115
Inventory Control/Equipment 115
Quality 116
Food Services--Management Goals 117
Catering 117
Customer Service 117
Employee Supervision and Training 118
Facilities Management 118
Food Services Goals 120
Environment 120
Order Taking/Processing 120
Serving 121
Transit/Transportation Goals 122
Customer Support 122
General Operations 122
Safety and Maintenance 123
Vehicle Operation 124
Mechanical Repair and Trades Goals 125
Customer Communication 125
Diagnosis and Quality of Work 125
Speed of Repair 126
Work Planning and Estimating 126
Human Resources and Personnel--Management Goals 128
Compensation/Benefits 128
Conformance 128
Hiring 129
Labor Relations 129
Policy Development/Communication 129
Staff Development 130
Staff Retention/Promotion 130
Staff Satisfaction 131
Human Resources and Personnel Goals 132
Hiring 132
Staff Development 132
Staff Retention/Promotion 134
Staff Satisfaction 134
Conformance 134
Policy Development/Communication 135
Work-Unit Support 135
Compensation/Benefits 136
Labor Relations 137
Other 137
Physical Plant Maintenance--Management Goals 139
Cleaning 139
Plant Maintenance 139
Safety 140
Physical Plant Maintenance Goals 142
Cleaning 142
Plant Maintenance 143
Safety 143
Retail/Merchandising--Management Goals 145
Customer Service 145
Scheduling/Staffing 145
Store Management 146
Retail/Merchandising Goals 147
Checkout/Cash Register 147
Customer Service 147
Retail Environment 148
Stock/Inventory 149
Sales and Business Development--Management Goals 151
Generating New Sales/Customers 151
Managing Current Sales/Customer Relations 151
Sales Strategy Development 151
Sales Training/Communication 152
Sales and Business Development Goals 153
Managing Current Sales/Customers 153
Generating New Sales/Customers 153
Sales-Related Customer Relations 154
Sales Strategy Development 154
Sales Training 155
Security--Management Goals 156
Communication 156
Compliance 156
Improvement 157
Supervision and Training 157
Theft 157
Security Goals 159
Communication and Training 159
Compliance 159
Enforcement 160
Improvement 161
Theft 161
Personal Security 161
Premises Security 162
Traffic Control 162
Support--Management Goals 163
Communication, Supervision, and Training 163
Office Management 163
Scheduling and Work Assignments 164
Support Goals 165
Clerical/Filing 165
Reception 165
Secretarial 166
Switchboard/Phones 167
Workplace Health and Safety--Management Goals 168
Compliance 168
Improvement and Investigation 168
Training and Communication 169
Work Environment 169
Workplace Health and Safety Goals 171
Compliance 171
Improvement and Investigation 171
Training and Communication 172
Work Environment 173