Manning Worksheets

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  • Marilyn Manning, Ph.D. 945 Mountain View Ave. Mtn. View, CA 94040 (650) 965-3663 Fax (650) 965-3668website: www.MManning.com / email: M@MManning.com

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    About the Presenter

    Marilyn Manning, Ph.D., founder of Manning Management Consultants, works withorganizations to solve difficult people problems and facilitates strategic planning and teamprocesses. She consults, gives speeches and workshops, and mediates conflict. She is aguest lecturer at the University of Chicago Graduate School of Business. Dr. Manning is oneof only 14 speakers internationally who hold both the Certified Management Consultant(CMC) and Certified Speaking Professional (CSP) designations.

    Dr. Mannings books include: The One-Stop Guide to Workshops (with a section on handlingdifficult situations and behaviors), Leadership Skills, Office Management, the Office Pro-fessional and Professional Excellence for Secretaries. This year she is featured in three ofthe best selling Chicken Soup for the Soul books. To get free copies of her articles such as -Meetings, Bloody Meetings, Temper Those Tantrums, Teamwork - visit her website atwww.MManning.com

    Areas of Expertise:

    Change Management LeadershipStrategic Planning Customer ServiceBuilding Better Teams CommunicationManaging Conflict and Difficult Behaviors Facilitation and Meeting Management

    Partial Client List:

    Hewlett-Packard American StandardSecurity Pacific National Bank Catholic Health Care WestNational Semiconductor Compaq ComputersGeneral Dynamics General ElectricOracle AT&TUnocal 76 Malaysian GovernmentStanford University & Hospital Apple ComputerUniversity of Chicago - Graduate School of Business SymantecUniversity of California - Berkeley City of San Jose, CAAssociation of Sales & Marketing Executives Lucent TechnologiesVISA Inc. U.S. Dept. of the Interior - U.S.G.S.Eli Lilly & Company General Motors

  • Marilyn Manning, Ph.D. 945 Mountain View Ave. Mtn. View, CA 94040 (650) 965-3663 Fax (650) 965-3668website: www.MManning.com / email: M@MManning.com

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    Style Diversity

  • Marilyn Manning, Ph.D. 945 Mountain View Ave. Mtn. View, CA 94040 (650) 965-3663 Fax (650) 965-3668website: www.MManning.com / email: M@MManning.com

    (wbtopics/commun/send.commun)

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    Receiver

    Result/Action

    Filter

    Sending Communication

    Sender styleexperiencevalues

    Filter knowledgeassumptionscustomsbeliefsexpectations

    The rock is not disturbed by the wind, the mind of a wise man is not disturbedby either honor or abuse. Buddha

  • Marilyn Manning, Ph.D. 945 Mountain View Ave. Mtn. View, CA 94040 (650) 965-3663 Fax (650) 965-3668website: www.MManning.com / email: M@MManning.com

    6Used with Permission from Inscape Publishing

    D-I-S-C Behavioral Tendencies

    High D: Driving Controller

    High ego strengthResults, bottom-line approachMotivated by directness & challengesBasic fears: being taken advantage of, boredom, failureTends to be insensitive of others views and feelingsWhats the bottom line? Watch out-Here I come.Can you get to the point?

    Approach: No small talk, dont waste time.

    High I: Influencing Promoter

    Optimistic visionarySocial, charismatic, friendlyMotivated by recognition and approvalBasic fears: social rejection, inadequacy, boredomTends to be disorganized, impulsive, aggressiveWow, do I have a deal for you. Whats up...

    Approach: Be personable, listen well, keep on track.

    High S: Stable Supporter

    Pragmatic, loyal team playerConcrete action-orientedMotivated by tradition, order, and relationshipsBasic fears: loss of stability, rejection, conflictTends to be possessive and overly-yieldingHow can I help you? We can smooth this over.

    Approach: Be friendly, emphasize team, draw them out.

    High C: Conventional Analyzer

    Accurate, precise, and systematicIntuitive and sensitiveMotivated by the proper wayBasic fears: criticism error, confrontationTends to be overcritical of self and othersDo it right or dont do it at all.

    Approach: Offer facts and written follow-up, no small talk.

  • Marilyn Manning, Ph.D. 945 Mountain View Ave. Mtn. View, CA 94040 (650) 965-3663 Fax (650) 965-3668website: www.MManning.com / email: M@MManning.com

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    DISC Group Activity

    Write your individual responses; then, in your group, discuss commonalities and record your responses onflip chart paper.

    1. Help us understand how to work more effectively with you. Make a list of specificthings we can do or should keep in mind in order to create more rapport with you. Label the list "ALWAYS:" (eg: always give me time to prepare ahead)

    2. What are specific behaviors/actions that we should avoid when dealing with you.Label this list "NEVER:" (eg: never force me to make a major decision on the spot)

    3. What is most effective about your style? What are your greatest strengths?(eg: I question the depth and thoroughness of reports)

    4. What behavior or secondary style(s) might enhance your effectiveness? Why?(eg: the influencing style would help me see the big picture)

  • Marilyn Manning, Ph.D. 945 Mountain View Ave. Mtn. View, CA 94040 (650) 965-3663 Fax (650) 965-3668email: M@MManning.com / website: www.MManning.com

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    DISC and StressWhen do Ds feel stressed?

    Fail to get their point/s across or ideas ignored. Too many rules, structure, and formality. Too much socializing & verbalizing; not getting to the point. Too many details and too much paperwork. Cant be in control; are told what and how to do it. Any attempt is made to force them into conforming.

    When do Is feel stressed ?

    No time for socializing. Schedules are too tight. No personal appreciation and credit for work. Too many details or routine tasks. Others moving at a slower pace. When working alone for long periods.

    When do Ss feel stressed?

    Pace is too fast and direction unclear. Work interferes with personal life; too much overtime. Not appreciated and taken for granted. No time to be thorough or analytical. Data and people not consistent.

    When do Cs feel stressed?

    Lack of structure; rules not followed. Too much personal interaction; group activities. Tardiness of people. Not given the details or clear instructions. There is change over which they have no control; it seems illogical. Involved in highly emotional conflicts.

    Activity:In your team, discuss the stressors. Make a request of the large group for some-thing from others that can help lower your work stress. Give examples of whatworks and what is frustrating.Cite ways you can lower your own stress.

  • Marilyn Manning, Ph.D. 945 Mountain View Ave. Mtn. View, CA 94040 (650) 965-3663 Fax (650) 965-3668website: www.MManning.com / email: M@MManning.com

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    Patron Role Plays : Libraries

    Write a constructive script, using the model, for one of the following.

    1. Hurry up patron I influencing:I have a critical need for an 8:00 a.m. speaker from the library.

    2. Patron C conscientious at the counter or on phone:This is the third time Ive brought my request to your attention in the last 4 days.

    3. Inter-department conflict with S supportive who cant say no.The work you promised us was late three days this is the second month in a row.

    4. Demanding Dave D/C dominant perfectionist:I turned this request into you this morning at 9:00 sharp and no one has called back. Wehave to have the information. Its 2 pm. Where the ____ are you?

    5. Impatient Ike I influencing:The system is down. You told me the system would be up. It is still down.

    6. Unreasonable expectation by S steadiness patron:Asking to be helped when they may not qualify for that particular service and thesituation must be defused in a quiet manner or some other option must be explored for thatindividual.

    7. Accommodating Anna, I/S influencing steady:Ill try to finish your urgent report, but three other supervisors need things by noon, and I saidId cover for Jill because she had to go to the doctor. Ive got to take this phone call ...........

  • Marilyn Manning, Ph.D. 945 Mountain View Ave. Mtn. View, CA 94040 (650) 965-3663 Fax (650) 965-3668website: www.MManning.com / email: M@MManning.com

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    Ten Principles of Good Library Service

    1. Express interest and concern for patrons.

    2. Provide timely responses to requests.

    3. Provide assistance without being asked.

    4. Express sincere appreciation to the patron.

    5. Provide flexible, personalized treatment whenever possible.

    6. Handle difficult situations in a positive assertive way.

    7. Educate the patron.

    8. Develop patron-friendly policies and procedures.

    9. Practice effective communication skills with patrons and fellow employees.

    10. Treat fellow employees with care, patience, and respect.

  • Marilyn Manning, Ph.D. 945 Mountain View Ave. Mtn. View, CA 94040 (650) 965-3663 Fax (650) 965-3668website: www.MManning.com / email: M@MManning.com

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    The Map Game is an open interactive competitive game for two teams of three players and a Recorder ateach table. It plays best with three to ten tables. The game highlights issues of competition, cooperation,process vs. content, and inclusion vs. exclusion.

    Real life is often too complicated to learn from easily because basic, underlying patterns are often ob-scured. The idea of a game is to strip off the complexities and create a simplified version of reflection andfeedback that is rare in real life.

    The game is neither threatening nor embarrassing. It merely acts as a vehicle to give the players feedbackon their ow