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Serving
the Community
To respond to the rising expectations
and increasing demands of the community, managers need to do the right
things rather than just doing things right.
An
effective manager will:
Take
an interest in the community
- Identify and respond to
the needs of the community
- Act positively in the interest
of the department and the community
Take long
term perspective and build organisation culture
- Is committed to departmental
vision, mission and core values
- Communicate and cascade
central and departmental vision, mission and core values
- Analyze the strengths, weaknesses,
opportunities and threats in both short-term and long-term perspectives
Focus on
the customers
- Focus efforts and direct
resources to meet customer needs and expectations
- Seek opportunities to plan
and improve services to the customers
- Develop and maintain relationships
with both external and internal customers
- Promote collaboration with
service partners and agents, and ensure 'win-win'
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Leading
People for Team and Organisational Success
Members of a high performing
organisation collaborate with each other. Managers need to create work
environments which promote an easy flow and sharing of information and
generate participation and co-operation. Staff should also be encouraged
to align their own goals with those of the organisation.
An effective
manager will:
Energize
and motivate others to give of their best
- Encourage staff to do their
best by using positive language and creating positive emotion in staff
- Review the work of staff
with a planned approach and on regular basis
- Provide guidance and coaching
constantly
Develop
teams for synergy and high performance
- Steer efforts and energy
towards achieving common goals and objectives
- Set out high but achievable
standards and bring out the best in teams
- Encourage team learning,
sharing and mutual support
- Share success and credit
with team members
Build
collaborative relationships with internal and external partners
- Share power and authority
through delegation and empowerment
- Build trust and co-operation
- Accept and tolerate differences
and diversity
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Managing
Effectively for Results
Good managers are proactive
and unconventional in managing change, finding ways to do better and more
with less resources, leading with greater flexibility and diversity in
approaches to deliver results. They must focus on high performance, direct
efforts on continuous improvement, and are themselves champion and initiator
of change.
An
effective manager will:
Manage
performance for results
- Make best use of resources,
ensure value for money, overcome constraints and avoid wastage
- Develop performance indicators
and benchmark for continuous improvement
- Review and improve work
processes, procedures and systems
- Identify and address problems
and concerns through preventive actions
Make
change happen
- Act as a catalyst and driver
for continuous improvement
- Work beyond traditional
boundaries and produce results
- Is prepared to take risks,
overcome obstacles, and manage resistance
- Learn from mistakes and
success; do not lose strength and courage
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Leading
by Example with Personal Credibility
Managers can set the tone not
only for their own unit, but also collectively, for their whole organisation.
Managers must 'walk the talk'. Staff are more likely to observe what the
manager does rather than what he or she says.
An
effective manager will:
Possess
and project a positive self-image
- Is self motivated and willing
to contribute efforts beyond the basics
- Has high energy, resilience
and tenacity
- Lead by example and personal
commitment
Act
ethically and maintain integrity
- Is open, honest and truthful
- Uphold integrity of one
self and in staff
- Keep promises, deliver results
and admit mistakes
Take responsibility
for continuous self improvement
- Understand own strengths
and weaknesses as well as the working environment
- Explore good management
practices elsewhere, update knowledge, skills and techniques relevant
to the job
- Seek feedback from supervising
officer, peers and staff members
- Seek opportunities to develop
a different range of job experiences
- Extend network, and arrange
self-study for continuous learning and improvement
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