CREW LEADER Effective Crew Management WEATHERIZATION ASSISTANCE PROGRAM

CREW LEADER Effective Crew Management WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 1 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Learning Objectives EFFECTIVE CREW MANAGEMENT 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. 2 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Leadership Skills EFFECTIVE CREW MANAGEMENT Leadership skills include: • Communication/people skills. • Mentoring/teaching skills. • Dealing with differences. • Problem solving. • Building enthusiasm for work within the team. • Maintaining team spirit. 3 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Communication Skills EFFECTIVE CREW MANAGEMENT Proper communication and people skills satisfy the basic needs of all employees. • Need for respect o Recognition o Being heard • Work/life balance • Trusting environment • Autonomy • Fair compensation 4 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Communication Exercise #1 EFFECTIVE CREW MANAGEMENT Effective Listening Exercise (10 Minutes) 5 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Communication Skills EFFECTIVE CREW MANAGEMENT Basics of Communication Respect Boundaries Understanding 6 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Communication 101 EFFECTIVE CREW MANAGEMENT Communication of Feelings and Attitudes Words (7%) Body language (55%) Tone of voice (38%) Actions speak louder than words 7 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Respect EFFECTIVE CREW MANAGEMENT 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! 8 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Boundaries EFFECTIVE CREW MANAGEMENT Personal Space • Acceptable distance differs widely by culture • Violating personal space is threatening Image developed for the U. S. DOE WAP National Standardized Curricula 9 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Understanding Each Other EFFECTIVE CREW MANAGEMENT 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 10 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Communication Exercise #2 EFFECTIVE CREW MANAGEMENT Communicating a Message Exercise (20 Minutes) 11 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

People Skills EFFECTIVE CREW MANAGEMENT What are “people skills”? • Communication skills • Tact • Acceptance of differences • Humor • Curiosity • Good listening skills • Others? 12 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Mentoring EFFECTIVE CREW MANAGEMENT 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 13 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Importance of Mentoring EFFECTIVE CREW MANAGEMENT Without a mentor to improve their skills, workers may feel like they’re running in place. I’m working hard, but I’m not getting anywhere. Image source: www. forum. thefreedictionary. com Without a mentor This is hard work, but I’m really going places! Image source: wallpapers. pixxsp. com With a mentor 14 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

What Makes a Good Mentor? EFFECTIVE CREW MANAGEMENT • Trustworthiness • Interested in others • Advocacy for crew members • Experience • Seen as a role model • Views the big picture • Others? 15 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Mentoring Exercise #3 EFFECTIVE CREW MANAGEMENT Mentoring Scenarios Exercise (30 minutes) 16 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Dealing with Differences EFFECTIVE CREW MANAGEMENT Honor differences Conflict resolution • Of opinion • Acknowledge • Of culture • Discover root cause • In general • Solution 17 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Problem Solving EFFECTIVE CREW MANAGEMENT • Identify the problem. • Gather information. • Consider your options. • Implement the solution. • Evaluate: Did it work? 18 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Identify the Problem EFFECTIVE CREW MANAGEMENT • Blower pressure too high? • Weak original construction? • Incomplete inspection prior to blow-in? • Lack of checking? Photo courtesy of Chris Clay, Building Performance Center 19 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Gather Information EFFECTIVE CREW MANAGEMENT • Who does it affect? • What are the facts? • Boundaries/limitations • Opinions/assumptions 20 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Weigh the Options EFFECTIVE CREW MANAGEMENT • Brainstorm. • Weigh the options. Are they: o Practical? o Ethical? o Feasible? o Flexible? • What does your gut tell you? 21 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Problem-Solving Exercise #4 EFFECTIVE CREW MANAGEMENT Problem-Solving Exercise (30 minutes) Define problem Gather information Consider options 22 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 Implement solution eere. energy. gov

Measures of Success EFFECTIVE CREW MANAGEMENT • Did it work? • Did you give it your best? Did your problem-solving efforts hit the nail on the head… Or leave elephant tracks? Image source: www. huchhufflaw. com 23 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Scheduling Work EFFECTIVE CREW MANAGEMENT Company Goals Individual Goals • Adequate production • Variety of tasks • Timely completion • Autonomy • Quality work • Challenged • Recognized/Appreciated Make sure to align company and individual goals. 24 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Scheduling Exercise #5 EFFECTIVE CREW MANAGEMENT Sample Work Order Scheduling Exercise (30 minutes) 25 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Scheduling Exercise Discussion EFFECTIVE CREW MANAGEMENT Are you: • Providing installers with variety and autonomy? • Allowing for flexibility? • Providing for real-time quality assurance? 26 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Build Enthusiasm for the Work EFFECTIVE CREW MANAGEMENT Mission of the Weatherization Assistance Program To reduce energy costs for low-income families, particularly for the elderly, people with disabilities, and people with children, while ensuring their health and safety. 27 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Motivate Individuals and Team EFFECTIVE CREW MANAGEMENT How are your motivational skills? Motivational Skills Quiz and Discussion (45 minutes) 28 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Motivational Skills Discussion EFFECTIVE CREW MANAGEMENT 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 29 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Addressing Poor Performance EFFECTIVE CREW MANAGEMENT Performance = Motivation x Ability Motivation Ability • Goals • Providing Resources • Assistance • Training • Feedback • Reorganizing jobs • Finding new job niche • Releasing (last resort) 30 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov

Summary EFFECTIVE CREW MANAGEMENT • 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. 31 | WEATHERIZATION ASSISTANCE PROGRAM STANDARDIZED CURRICULUM – August 2012 eere. energy. gov