COURSE OUTLINE - Water Programsx MANAGE FOR SUCCESS COURSE OUTLINE Chapter Topic Page Introduction 1 1 Supervising 7 2 Communicating 71 3 Human Relations 101 4 Planning and Organizing

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MANAGE FOR SUCCESS

COURSE OUTLINE

Chapter Topic Page

Introduction 1

1 Supervising 7

2 Communicating 71

3 Human Relations 101

4 Planning and Organizing 131

5 Training and Teaching Skills 169

6 Problem-Solving Skills (Looking for Opportunities) 199

7 Decision Making 229

8 Technical Issues and Regulatory Compliance 253

9 Financial Management 279

10 Computers in Managing a Utility 307

11 Emergency Planning 337

12 Health and Safety Programs 357

13 Community Relations 385

14 Personal and Professional Skills 405

Appendix Final Examination and Suggested Answers 418

Subject Index 439

Index 439

SUBJECT INDEX

29 CFR 1910, Occupational Safety and Health Stand-ards, 361

29 CFR 1926, Safety and Health Regulations for Con-struction, 361

A

ABC (Association of Boards of Certification), 174ADA (Americans With Disabilities Act), 17AWT (advanced wastewater treatment), 260AWWA (American Water Works Association), 263Abstract, technical paper, 87Accountable, safety, 372Accounting, cost, 283Action report, emergency, 348Activity budget, 50Acts of kindness, 414Ad valorem taxes, 295Adjust solution, problem solving, 221Advanced wastewater treatment (AWT), 260Advice, improve your management, 410Affinity diagramming, problem solving, 218Affirmative action, 28Agenda, human relations, 123Aging workforce, 115Agreements, mutual-aid, 346Alternatives, decision making, 239American Water Works Association (AWWA), 263Americans With Disabilities Act (ADA), 17Analysis paralysis, 210Analysis, transactional, 111Analyze problem, 210–214Anti-virus software, 317Applications, software, 312Appreciation

taking care of staff, 412ways to show, 414

Approaches, management, human relations, 110Arbitrating, resolving conflict, 37Asbestos safety, 191Assessment

management, 152training needs, 175, 177, 178vulnerability, 341

Asset inventory, 292Assignments of authority, 344

Assistancefinancial, 297programs, employee, 52

Association of Boards of Certification (ABC), 174Attendance form, 195Attitude, 90Audience, 92Audits

budget, 289problem solving, 208

Authority assignments, 344Autocratic decision making, 248

B

Baby Boom, 115Backing up data, computers, 325Bacterial contamination, 340bartleby.com, 84Behavior

adjustment, 187employee, 35safety, 371

Benchmark, facility operation, 262Benchmarks, performance, safety, 370Benefit/cost ratio, problem solutions, 219, 221Benefits

employee, 116process control, 271training, 32

Biosolidssafety, 372understanding process functionality, 260, 261

Bioterrorism, 376Bloodborne pathogens, 192Body language, 77, 81Borrowing and debt, 295Brain drain, 116Brainstorming

decision making, 239problem solving, 218sessions, 263

Briefcase, computers, 324Browser, computers, 321Budgeting

activity budget, 50financial, 288–291

440 Manage For Success

Budgeting (continued)incremental budget, 50line-item budget, 50planning and programming budget, 50zero-based budget, 50

Bulletin boards, computers, 318Burnout, work-related, 412Business writing, 76, 84

C

CAER (Community Awareness and Emergency Re-sponse), 350

CCR (Consumer Confidence Reports), 398CET (Certified Environmental Trainer), 186CEU (continuing education unit) needs, 177CFR (Code of Federal Regulations), 350, 361, 382CIP (Capital Improvement Planning), capital budgets,

293–295CPR (cardiopulmonary resuscitation), 192Call date, 296Call premium, 296Capital budgets

Capital Improvement Planning (CIP), 293–295expenditures, 292improvements, 293planning, 294

Cardiopulmonary resuscitation (CPR), 192Cash flow, 283Catastrophic storm impacts, 340Cause-and-Effect Diagrams, problem solving, 211Celebrate success, 225Census Bureau, U.S., 116Certification, training, 174Certified Environmental Trainer (CET), 186Certified, meaning, 190Chain of command, 155, 342Changing workforce, 114–118Charity, 413Chemical emergency response plans, 350Chemical safety, 192CHEMTREC (800) 424-9300, 346Chlorine safety, 192Civil service, 18, 52Classroom training, 179Coaching, 32Code of conduct

conflicts of interest, 409issue information, 409personnel, 51

professional associations, 410professional development, 409professional reputation, 409responsible trustee, 409safety, health, and welfare, 408staff as professionals, 408technical societies, 410

Code of ethics, 411Code of Federal Regulations (CFR), 350, 361, 382Code of values, 408–410Colleagues, decision making, 240Collective bargaining, 155Collective bargaining agreement, 38Communicating

audience, 92body language, 77, 81business writing, 76, 84decisions, 239delivery, 95directing, 44effective listening, 80e-mail, 79emergency planning

families, 343hurricanes, 343

evaluate, 96face-to-face, 77feedback, 75, 76fundamentals, 75guidelines, 97human relations, teamwork, 119index cards, 92interviewing 89KISS, 93letters, 79listening, effective, 80logistics, 95MBWA (Manage By Walking Around), 81Manage By Walking Around (MBWA), 81managing change, 222media, 77–79meetings, conducting, 90memos, 78nonverbal, 76oral, 76practice, 94preparation, 92presentations, 91prioritize, reading, 83problem solving, 222

Index 441

Communicating (continued)reading, 82, 83reports, 85skills, 80–97speaking, 88teamwork, 119technical papers, 87telephone, 78verbal, 76videotaping, 94visual aids, 93writing, business, 76, 84

Community Awareness and Emergency Response (CAER), 350

Community, management assessment profile (MAP), 154, 162, 168

Community relationsalert, 391CCR (Consumer Confidence Reports), 398complaints, 397, 398Consumer Confidence Reports (CCR), 398credibility, 391customer inquiries, 397, 398goals, public education, 390importance, 389inquiries, customer, 397, 398interview by media, 393mass media, 392meaning, 388media

guide, 392relations, 392–393

need for, 388–391objectives and goals, public education, 390PEP (Public Education Program), 389, 390plant tours, 399political relations, 394proactive media relations, 392programs, 388public education, 390Public Education Program (PEP), 389, 390public speaking, 396reactive media relations, 392tours, plants, 399types of programs, 388why, 388–391

Community service project, 413Compensation, workers’, 50Competency, trainer, 186Competent, meaning, 190

Complaint/emergency form, 345Complaints

community relations, 397, 398problem solving, 207

Complianceaudits, problem solving, 208maintenance, 272regulatory, 257–275

Compliance-based training, 176Computers

anti-virus software, 317applications, software, 312backing up data, 325Briefcase, 324browser, 321bulletin boards, 318computer’s health, 322control system objectives, 326, 327DCSs (distributed control systems), 325–327data, backing up, 325database programs, 314distributed control systems (DCSs), 325–327e-government, 322e-mail

address, 318power, 318Trojan horses, 322viruses, 322worms, 322

FATs (file allocation tables), 324file allocation tables (FATs), 324firewalls, 316fragmented files, 324GISs (geographic information systems), 317geographic information systems (GISs), 317global positioning receivers, 317Google, 321groupware, 316health, computer, 322ISO standards, 328infected websites, 323instrument technician, 333Internet, 317–322Internet-borne attacks, 322LIMSs (Laboratory Information Management Sys-

tems), 328Laboratory Information Management Systems

(LIMSs), 328MSDS (Material Safety Data Sheet), 328management assistance tools, 311


Computers (continued)Material Safety Data Sheet (MSDS), 328newsgroups, 318objectives, control system, 326, 327office integration programs, 316office suites, 313PLCs (programmable logic controllers), 325–327personal information managers, 314presentation software, 314process analysis, 328, 329process management, 328, 329programmable logic controllers (PLCs), 325–327project management software, 316RISC (reduced instruction set computing), 327RMP (Risk Management Plan), 328records, 324–325reduced instruction set computing (RISC), 327Restore, 325Risk Management Plan (RMP), 328search engines, 321security resources, 323service provider, Internet, 318, 319software

applications, 312categories, 312suites, 313, 314

specialized databases, 321speech recognition software, 313spreadsheets, 313spyware, 322, 323subject

directories, 321guides, 321

tools, management assistance, 311URL (Uniform Resource Locator), 320Uniform Resource Locator (URL), 320Usenet, 318viruses, 322Web, 321word processing, 313World Wide Web, 321Yahoo!, 312

Computer’s health, 322Conduct, code, personnel, 51Confined space entry safety, 192Confined space incident, 340Conflict, resolving, 124Conflicts of interest, 409Confrontations, improve your management, 412Consensus decision making, 249

Considerations, training, 179Consistency, 90Constructive feedback, 126Consultative decision making, 249Consumer Confidence Reports (CCR), 398Consumption taxes, 284Contingency

plan, planning and organizing, 135planning, 340, 348, 349

Continuing education unit (CEU) needs, 177Contract management, 156Contracting, outsourcing, 156Contractor safety, 192Contracts, 157, 158Control of inventory, 150Control system objectives, computers, 326, 327Control tendencies, improve your management, 410Controlling treatment processes

benefits, 271control, 261–269costs and benefits, 271electronic O & M manual, 270O & M manual, 269, 270optimization, 261PCP (process control program), 261–269process control, 261–269process control program (PCP), 261–269process control tools, 269tools, process control, 269troubleshooting, 261wastewater treatment control, 264water treatment control, 267

Coordinating, supervising, 47, 48Coordinator

responsibilities, safety, 366training, 185

Core values, planning, 140Corporate culture, 30Cost accounting, 283Costs and benefits, controlling processes, 271Costs of training, 32Counseling, employee, 38Coverage ratio, 286, 287Credibility, community relations, 391Credit, work-related, 413Crisis manager, 204Criteria, decision making, 237Critical spare parts, 273Criticism, improve your management, 411Cross trained, 155

Index 443

Cross-connection control program, emergency, 342Customer

inquiries, 397, 398service, management assessment profile (MAP),

154, 162, 165surveys, problem solving, 205

Customers, decision making, 240Cycles, budget, 289

D

DCSs (distributed control systems), computers, 325–327

Darling, Charles, 84Data

backing up, computers, 325trends, 269

Database programs, 314Day plan, planning and organizing, 135Debt

obligations, 295service, 286, 287

Decision levels, 234, 235Decision making

alternatives, 239analysis, decision, 249autocratic, 248brainstorming, 239colleagues, 240communicating decision, 239consensus, 249consultative, 249control decisions, management, 234criteria, 237customers, 240decision

analysis, 249levels, 234, 235matrix, 243tools, 242tree, 246, 247

decision-making process, 235, 236definition, 236democratic, 249develop alternatives, 239establishing criteria, 237evaluate alternatives, 239evaluate outcome, 242executive, 248framing the decision, 236

general agreement, 249group decision making, 248groupthink, 249holistic approach, 236information, 238levels, decision, 234, 235make the decision, 239management control decisions, 234matrix, decision, 243operational decisions, 234outcome, 242process, 235, 236risk-averse, 233stakeholders, 240strategic decisions, 234subordinates, 241sunk cost, 238supervisor, 240T-chart, 242timing the decision, 241tools, decision, 242transactional decisions, 234tree, decision, 246, 247unions, 240weighting criteria, 237willing to support, 249

Definition, decision making, 236Delegating

appropriately, 145human relations, 108supervising, 46

Delinquent accounts, 288Delivery, presentations, 95Delivery, training, 187, 188Demands for attention, triangle, 108Democratic decision making, 249Design, facility

management responsibilities, 259, 261wastewater treatment, 259water treatment, 257

Designated spokesperson, emergency, 344Develop alternatives, decision making, 239Devil’s advocate, decision making, 249Diagramming, problem solving, 210, 218Diplomacy, improve your management, 411Direct filtration, 258Direct influence of surface waters, 258Directing, supervising, 42–47Disagreement, problem solving, 223Discharge, employee, 40


Discharge limitsfacility specific, 260receiving water specific, 260

Discipline, 37–40Distributed control systems (DCSs), computers,

325–327Diversity, workforce, 27, 116Documentation, training, 177, 195Drills, emergency planning, 352

E

EEO (Equal Employment Opportunity) Act, 17EEOC (Equal Employment Opportunity Commission),

18EMS (Environmental Management System), 152EPA (Environmental Protection Agency), training, 173EPA response plan, 349EPA’s Risk Management Plan (RMP), 328, 377EPRI (Electrical Power Research Institute), 273ESH (Environmental Safety and Health), training, 175,

177Early adopters, 224Effective health and safety program, 365–368Effective listening, 80Efficiency, taxation, 284Ego states, 111E-government, 322Electric power tools, 192Electrical Power Research Institute (EPRI), 273Electronic O & M manual, controlling processes, 270Elements of safety program, 365–368E-mail

address, 318communicating, 79power, 318Trojan horses, 322viruses, 322worms, 322

Emergency planning29 CFR 1910, 350action report, emergency, 348agreements, mutual-aid, 346assessment, vulnerability, 341assignments of authority, 344authority assignments, 344bacterial contamination, 340CAER (Community Awareness and Emergency

Response), 350

catastrophic storm impacts, 340chemical emergency response plans, 350CHEMTREC (800) 424-9300, 346communication, hurricanes, 343communication with families, 343Community Awareness and Emergency Response

(CAER), 350complaint/emergency form, 345confined space incident, 340contingency planning, 340, 348, 349cross-connection control program, 342designated spokesperson, 344drills, emergency planning, 352EPA response plan, 349emergency

action report, 348form, 345information, 345planning drills, 352procedures, 192response plan, 348response plan training programs, 351showers/eye wash stations, 192simulation, 353

emergency-call sheet, 345employee issues, 340employees, responsibility, 351flood threat, 340Florida hurricanes, 343gas chlorination leak, 340HAZMAT team, 346HAZWOPER Standard, 350Hazard Communication Standard, 350hazardous material spills, 340importance of planning, 340incident chain of command, 342mandated response plans, 349–351mutual-aid agreements, 346, 347natural disasters, 340notification, 344, 345OSHA response plan, 349Office of Emergency Services, 345, 346One Call System, 345performance critique, 348phone numbers, 345planning

ahead, 342drills, 352

Poison Control Centers, 346

Index 445

Emergency planning (continued)response plan

emergency, 348mandated, 349–351

responsibility, employees, 351risk management, 342SPCC (spill prevention control and countermeas-

ures), 350simulation, emergency, 353spill prevention control and countermeasures

(SPCC) plan, 350summary, 352TPQ (Threshold Planning Quantity), 349Threshold Planning Quantity (TPQ), 349toxic spills, 340training programs, emergency response, 351two-way radios, 344vandalism, 340vulnerability assessment, 341vulnerable elements, 341

Emerging technologies, 15Employee

assistance programs, 52benefits, 116development program, 15evaluation, 33, 34issues, emergency, 340orientation, 28responsibilities, safety, 367training, 32

Employees at risk, 191Employees, emergency responsibility, 351Employment-at-will, 54Enjoyment, work-related, 414Enthusiasm, work-related, 414Environment

job, 45manager, 408

Environmental Management System (EMS), 152Environmental Protection Agency (EPA), training, 173Environmental Safety and Health (ESH), training, 175,

177Equal Employment Opportunity (EEO) Act, 17Equal Employment Opportunity Commission (EEOC),

18Equipment, repair or replace, 292Equity and efficiency, taxation, 284Ergonomics, 192Establishing criteria, decision making, 237

Evacuation, 192Evaluate

alternatives, decision making, 239outcome, decision making, 242presentations, 96solution, problem solving, 221

Evaluation, employee, 33, 34Evaluation, training program

supervisor observation, 194trainee opinion, 194workplace improvements, 194

Executivedecision making, 248organizing, 154

Exit interview, 22Eye wash stations, 192

F

FATs (file allocation tables), computers, 324Face-to-face communicating, 77Facilitating

meetings, 90resolving conflict, 36

Facilitatorhuman relations, 122problem solving, 218

Facility designmanagement responsibilities, 259, 261wastewater treatment, 259water treatment, 257

Facility specific, discharge limits, 260Family and Medical Leave Act, 17Fear of change, 222Feedback

360°, 33communicating, 75, 76constructive, 126trainer, 188

Fees for licenses, 285File allocation tables (FATs), computers, 324Financial management

accounting, cost, 283ad valorem taxes, 295asset inventory, 292assistance, financial, 297audits, 289borrowing and debt, 295budgeting, 50, 288–291


Financial management (continued)CIP (Capital Improvement Planning), capital bud-

gets, 293–295call date, 296call premium, 296capital budgets, 292–295Capital Improvement Planning (CIP), 293–295capital planning, 294cash flow, 283consumption taxes, 284cost accounting, 283coverage ratio, 286, 287cycles, budget, 289debt, 295debt obligations, 295debt service, 286, 287delinquent accounts, 288efficiency, taxation, 284equipment, 292equity and efficiency, taxation, 284fees for licenses, 285financial

assistance, 297picture, 299stability, 286

fixed costs, 290funding sources, 297general obligation bonds, 295general obligation debt, 295Government Finance Officers Association, 293grants, 285income taxes, 285intergovernmental revenues, 285limited-liability debt, 295limited-liability revenue bond, 295line-item budget, 289long-term debt, 295manager responsibilities, 283monitoring financial picture, 299monthly reports, 299non-tax revenue, 285operating ratio, 286, 287overhead costs, 290pay-as-you-go, 295pay-as-you-use, 295peak load charges, 286performance budget, 289present worth, 294pricing considerations, 285

product and service providers, 297program budget, 289property taxes, 284public hearings, 289repair or replace equipment, 292responsibilities, manager, 283revenue, 283, 284, 285revenue sharing, 285sales tax, 284semi-variable costs, 290service and revenue, 284service providers, 297short-term debt, 295special assessment bonds, 296stability, financial, 286sustainability, 293tax revenue, 284, 285taxation efficiency, 284understanding, 283user charges, 285variable costs, 290vendors, 284, 297working funds, 283

Fire extinguishers, 192Firewalls, computers, 316First aid, safety, 368Fiscal plan, planning and organizing, 135Fishbone Diagram, problem solving, 211, 212Fixed costs, 290Flood threat, 340Florida hurricanes, 343Focused, improve your management, 410Force-field analysis, 219, 220Forklifts, 192Formal evaluation, 33Fragmented files, computers, 324Framing the decision, 236Fundamentals of communicating, 75Funding sources, 297“Fun-factor,” office, 414

G

GISs (geographic information systems), computers, 317Gas chlorination leak, 340General agreement decision making, 249General manager, 154General obligation bonds, 295General obligation debt, 295

Index 447

Generate solutions, problem solving, 215–218Geographic information systems (GISs), computers,

317Global positioning receivers, 317Goals

planning, 138public education, 390SMART, 34supervising, 14

Goodwill, 413Google, computers, 321Government Finance Officers Association, 293Grants, 285Ground rules, human relations, 121Group decision making, 248Groupthink, 120, 249Groupware, computers, 316Guide to Grammar and Writing, 84Guidelines

communicating, 97operational, 262teams, human relations, 119–123

H

HAZMAT team, 346HAZWOPER Standard, 350HTML (hypertext markup language), 270Harassment, sexual, 51Hazard Communication Program, 193Hazard Communication Standard, 191, 350Hazardous material spills, 340Hazardous waste handling, 193Health and safety programs

accountable, 372behavior, safety, 371benchmarks, performance, 370biosolids, 372bioterrorism, 376coordinator responsibilities, 366EPA’s Risk Management Plan (RMP), 377effective health and safety program, 365–368elements of program, 365–368employee responsibilities, 367first aid, 368health and safety training, 190, 368implementation, 369–372job safety instruction, 368management responsibilities, 366orientation training, 368

overview, regulatory, 361, 362PPE (personal protective equipment), 363performance benchmarks, 370performance oriented, 363personal protective equipment (PPE), 363philosophies, safety, 366, 368policy statement, safety, 365principles, safety, 371RMP (Risk Management Plan), 377regulatory overview, 361, 362responsibilities, 366, 367Risk Management Plan (RMP), 377safety

behavior, 371coordinator responsibilities, 366meetings, 368philosophies, 366, 368policy statement, 365principles, 371training, 190, 368

security, 376–378supervisor responsibilities, 367training, health and safety, 190, 368utility security, 376–378violence in the workplace, 374, 375vulnerabilities, 376workplace violence, 374, 375

Health, computer, 322Hearing conservation, 193Herzberg’s hygiene factors, 44Hiring, negligent, 26Histogram, problem solving, 213Holistic approach, decision making, 236How/how diagram, problem solving, 217Human relations

agenda, 123aging workforce, 115analysis, transactional, 111approaches, management, 110benefits, employee, 116changing workforce, 114–118communicating, teamwork, 119conflict, resolving, 124constructive feedback, 126delegating, 108demands for attention, 108diversity, workforce, 116employee benefits, 116facilitator, 122feedback, constructive, 126


Human relations (continued)guidelines, teams, 119–123interactions, one-on-one, 111leadership style, 106–108MBTI (Myers-Briggs Type Indicator), 112management, 108, 110manager, 105, 120motivation, 105Myers-Briggs Type Indicator (MBTI), 112one-on-one interactions, 111operation, teams, 121–123people, working with, 105personal style, 106–108personality types, 112, 113praise, 126resolving conflict, 124road map, teams, 123roles, teams, 121rules, teams, 121supervising, 12teams, working, 119–123Theory X, 110Theory Y, 110Theory Z, 110transactional analysis, 111triangle, demands for attention, 108women in the workforce, 114workforce, 114–118working in teams, 119–123working with people, 105

Human Resources Unit, 18, 29, 37, 54Hygiene factors, Herzberg, 44Hypertext markup language (HTML), 270

I

ISO standards, computers, 328ISP (Internet service provider), 318, 319Ideas and opinions, staff, 409Implementation, safety program, 369–372Importance

community relations, 389planning, 340training, 173

Improve your managementadvice, 410confrontations, 412control tendencies, 410criticism, 411diplomacy, 411

focused, 410listening, 410promises, 411reasonable, 412receptive, 412responsive, 412tactful, 412

Incident chain of command, 342Income taxes, 285Incremental budget, 50Index cards, presentations, 92Infected websites, 323Information

decision making, 238issuing, 409

In-house training, 184, 185Initiative, 90Innovators, 224Inquiries

customer, 397, 398pre-employment, 24, 25

Instruction, training, 187Instrument technician, computers, 333Integrity, core value, 141Interactions, one-on-one, 111Intergovernmental revenues, 285Internet, computers, 317–322Internet service provider (ISP), 318, 319Internet-borne attacks, 322Interruptions, control of, 144Interview by media, 393Interview, exit, 22Interviewing, 22, 89Inventory control, 150Ishikawa Diagrams, problem solving, 211

J

Jobdescriptions, 47environment, 45safety instruction, 368

Job-based training, 176Just-In-Time supply, 150

K

KISS, 93KJ (Kawakita Jiro) method, problem solving, 218Kawakita Jiro (KJ) method, problem solving, 218Kindness, acts of, 414

Index 449

L

LIMSs (Laboratory Information Management Systems), 328

Laboratory Information Management Systems (LIMSs), 328

Laboratory safety, 193Laboratory Safety and Chemical Hygiene Plan, 193Ladder safety, 193Laggards, 224Layoff, 54Leader, human relations, 122Leadership, management assessment profile (MAP),

154, 162, 166Leadership style, 106–108Leading

change, 224supervising, 44

Legalconsiderations, supervising, 18implications, training, 190

Lesson plan, training, 187Letters, communicating, 79Levels, decision, 234, 235Limited-liability debt, 295Limited-liability revenue bond, 295Limits, discharge

facility specific, 260receiving water specific, 260

Line and staff, organizing, 155Line of best fit, 214Line-item budget, 50, 289Listening

effective, 80improve your management, 410

Lockout and tagout, 193Logistics, presentations, 95Long-term debt, 295

M

MAP (management assessment profile), 154, 162–168MBO (Management By Objectives), 207MBTI (Myers-Briggs Type Indicator), 112MBWA (Manage By Walking Around), 81, 207MSDS (Material Safety Data Sheet), 192, 328Maintenance

compliance, 272PMP (preventive maintenance program), 272planning, 272predictive maintenance program, 273

preventive maintenance, planning, 135, 148, 149preventive maintenance program (PMP), 272

Majority, 224Manage By Walking Around (MBWA), 81, 207Management

assessment program, 152assistance tools, computers, 311audits, problem solving, 208control decisions, 234financial, 283human relations, 108, 110responsibilities, safety, 366technical, management assessment profile (MAP),

154, 162, 167Management assessment profile (MAP), 154, 162–168Management By Objectives (MBO), 207Management, improve your

advice, 410confrontations, 412control tendencies, 410criticism, 411diplomacy, 411focused, 410listen, 410promises, 411reasonable, 412receptive, 412responsive, 412tactful, 412

Managercrisis, 204human relations, 105, 120

Manager’s environment, 408Managing

change, 221–225supervising, 11time, 144–146

Mandatedhealth and safety training, 190response plans, 349–351

ManualO & M, 269, 270policy, 274

Maslow’s pyramid, 43Mass media, 392Material Safety Data Sheet (MSDS), 192, 328Matrix, decision, 243Media

communicating, 77–79guide, 392relations, 392–393


Mediating, resolving conflict, 36Meetings

conducting, 90facilitating, 90planning, 146

Memos, communicating, 78Mentoring, 33Micromanaging, 221Minute taker, 123Mission

planning, 139statement, 139supervising, 14

Monitorcomplaints, 207solution, problem solving, 221

Monitoring financial picture, 299Monthly reports, financial, 299Motivating, supervising, 42, 44Motivation, human relations, 105Mutual-aid agreements, 346, 347Myers-Briggs Type Indicator (MBTI), 112

N

NESHTA (National Environmental Safety and Health Training Association), 186

NPDES (National Pollutant Discharge Elimination Sys-tem), 260

National Environmental Safety and Health Training As-sociation (NESHTA), 186

National Pollutant Discharge Elimination System (NPDES), 260

Natural disasters, 340Needs assessment, training, 175, 177, 178Negligent hiring, 26Negotiate contract, 158Newsgroups, computers, 318Non-tax revenue, 285Nonverbal communication, 76Norms, human relations, 121Notification, emergency, 344, 345

O

O & M manual, controlling processes, 269, 270OJT (on-the-job training), 179OSH (Occupational Safety and Health) Act, 51OSHA (Occupational Safety and Health Administration),

training, 173, 177, 190

OSHA response plan, 349OSHA, safety, 361Objectives

control system, computers, 326, 327planning, 138public education, 390supervising, 14

Occupational Safety and Health (OSH) Act, 51Occupational Safety and Health Administration (OSHA),

training, 173, 177, 190Occupational Safety and Health Standards, 29 CFR

1910, 361Office “fun-factor,” 414Office integration programs, computers, 316Office of Emergency Services, 345, 346Office suites, computers, 313Off-site training, 181One Call System, 345One-on-one interactions, 111On-the-job training (OJT), 179Operating permit, 260Operating ratio, 286, 287Operation, teams, human relations, 121–123Operational decisions, 234Operational guidelines, 262Optimization, process control, 261Oral communication, 76Organizing, 16, 154–156

Also see Planning and organizingOrientation

new employees, 28training, 177training, safety, 368

Outcome, decision making, 242Outsourcing, contracting, 157Overhead

costs, 290reducing, 156

Overview, regulatory, safety, 361, 362

P

PCP (process control program), 261–269PEP (Public Education Program), 389, 390PLCs (programmable logic controllers), 325–327PMP (preventive maintenance program), 272POSDCoRB, supervising, 12PPE (personal protective equipment), 180, 193, 363Pareto Chart, problem solving, 214Pay-as-you-go, 295

Index 451

Pay-as-you-use, 295Peak load charges, 286People, working with, 105Performance

benchmarks, safety, 370budget, 289critique, 348employee, 35oriented, safety, 363

Performance-driven instruction, 176Personal

information managers, computers, 314skills, 408–414style, human relations, 106–108

Personal protective equipment (PPE), 180, 193, 363Personality types, human relations, 112, 113Personnel, code of conduct, 51Philosophies, safety, 366, 368Phone numbers, emergency, 345Planning

drills, emergency, 352emergency

See Emergency planningemergency response, 342, 344maintenance, 272pyramid, 136

Planning and organizingassessment, management, 152chain of command, 155contingency plan, 135contract management, 156contracting, 156control of inventory, 150core values, 140day plan, 135delegate appropriately, 145EMS (Environmental Management System), 152Environmental Management System (EMS), 152fiscal plan, 135goals, 138interruptions, control of, 144inventory control, 150MAP (management assessment profile), 154,

162–168maintenance, preventive, 135, 148, 149management assessment profile (MAP), 154,

162–168management assessment program, 152managing your time, 144–146meetings, plan, 146

mission, 139mission statement, 139objectives, 138organizing, 154–156outsourcing, 157plan meetings, 146plan, sampling and analysis, 151planning, 136–141preventive maintenance, 135, 148, 149priorities, 141program, management assessment, 152pyramid, 136QualServe, 153sampling and analysis plan, 151scheduling work, 146setting goals and objectives, 138setting priorities, 141Shewhart cycle, 135stakeholders, 136statement, mission, 139strategic plan, 135, 136supervising, 13time, management, 144–146values, 140vision, 140work plan, 135work scheduling, 146

Planning and programming budget, 50Plans, planning and organizing

contingency, 135day, 135fiscal, 135preventive maintenance, 135Shewhart cycle, 135strategic, 135, 136work, 135

Plant tours, 399Point-and-click search, 270Poison Control Centers, 346Policy manual, 274Policy statement, safety, 365Political relations, 394Practice, presentations, 94Praise, human relations, 126Predictive maintenance, 149Predictive maintenance program, 273Pre-employment inquiries, 24, 25Present worth, 294Presentation software, 314Presentations, communicating, 91


Preventive maintenance, planning, 135, 148, 149Preventive maintenance program (PMP), 272Pricing considerations, 285Principles, safety, 371Priorities, planning, 141Prioritize, reading, 83Proactive

maintenance, 149media relations, 392

Probationary evaluation, 34Problem solving

adjust solution, 221affinity diagramming, 218analysis paralysis, 210analyze problem, 210–214audits, 208benefit/cost ratio, 219, 221brainstorming, 218celebrate success, 225communication, 222complaints, 207compliance audits, 208customer surveys, 205diagramming, 210, 218disagreement, 223evaluate solution, 221facilitator, 218fear of change, 222Fishbone Diagram, 211, 212force-field analysis, 219, 220generate solutions, 215–218histogram, 213how/how diagram, 217KJ (Kawakita Jiro) method, 218Kawakita Jiro (KJ) method, 218leading change, 224MBWA (Manage By Walking Around), 207Manage By Walking Around (MBWA), 207management audits, 208managing change, 221–225micromanaging, 221monitor complaints, 207monitor solution, 221Pareto Chart, 214process of change, 223put solution to work, 219questions, 208, 209realize problem exists, 204–208scatter diagram, 214

select solution, 219solutions, 215–218state problem, 208, 209step-by-step, 215success, celebrate, 225suggestion programs, 206surveys, customer, 205tree diagrams, 211, 217trial and error, 215why’s person, 210why/why diagram, 211willingness to change, 224

Processanalysis, computers, 328, 329change, 223control, 261–269control tools, 269decision making, 235, 236functionality, understanding, 257, 260management, 328, 329

Process control program (PCP), 261–269Product and service providers, 297Product endorsements, 409Professional code of conduct

conflicts of interest, 409issue information, 409professional

associations, 410development, 409reputation, 409

responsible trustee, 409safety, health, and welfare, 408staff as professionals, 408technical societies, 410

Professional skills, 408–414Program

budget, 289considerations, training, 179management assessment, 152

Programmable logic controllers (PLCs), 325–327Programs, community relations, 388Project management software, 316Promises, improve your management, 411Promotions, 52Property taxes, 284Public education, 390Public Education Program (PEP), 389, 390Public hearings, budget, 289Public speaking, 396, 413

Index 453

Punctuality, 90Put solution to work, problem solving, 219Pyramid, planning, 136

Q

QA/QC (quality assurance/quality control) program, 263, 268

Qualified, meaning, 190Quality assurance/quality control (QA/QC) program,

263, 268QualServe, 153Questions, problem solving, 208, 209

R

RCAP (Rural Community Assistance Program), 346RCRA (Resource Conservation and Recovery Act), 193RFP (request for proposals), 158RFQ (request for qualifications), 158RISC (reduced instruction set computing), 327RMP (Risk Management Plan), 328, 377RWA (Rural Water Association), 263Reactive media relations, 392Reading

communicating, 82, 83scanning, 83skimming, 83surveying, 83

Realize problem exists, 204–208Reasonable management, 412Receiving water specific, discharge limits, 260Receptive management, 412Records, computers, 324–325Recruiting, 18–27Reduce stress, 413Reduced instruction set computing (RISC), 327References, job applicants, 23Regulatory

compliance, 257–275considerations, supervising, 18overview, safety, 361, 362

Repair or replace equipment, 292Reporting, supervision, 49Reports

development, 86writing, 85

Request for proposals (RFP), 158Request for qualifications (RFQ), 158

Resolving conflict, 124Resource Conservation and Recovery Act (RCRA), 193Respiratory protection, 193Response plan

emergency, 348mandated, 349–351

Responsibilities, safety, 366, 367Responsibility

core value, 141emergency, employees, 351

Responsible trustee, 409Responsive management, 412Restore, computers, 325Revenue, 283, 284, 285Revenue sharing, 285Review Commission, training, 190Risk, employees, training, 191Risk management, 342Risk Management Plan (RMP), 328, 377Risk-averse, decision making, 233Road map, teams, 123Roles, teams

facilitator, 122leader, 122minute taker, 123scribe, 123timekeeper, 123

Rules, teams, human relations, 121Rural Community Assistance Program (RCAP), 346Rural Water Association (RWA), 263

S

SCADA (Supervisory Control and Data Acquisition), 269SMART, goals, 34SOPs (standard operating procedures), 48, 268, 274SPCC (spill prevention control and countermeasures)

plan, 350Safety

Also see Health and safety programsaccountable, 372asbestos, 191behavior, 371benchmarks, performance, 370biosolids, 372chemical, 192chlorine, 192confined space entry, 192contractor, 192


Safety (continued)coordinator responsibilities, 366effective health and safety program, 365–368elements of safety program, 365–368employee responsibilities, 367first aid, 368health and welfare, 408instruction, 368laboratory, 193ladder, 193management responsibilities, 366meetings, 368OSHA, 361orientation training, 368PPE (personal protective equipment), 363performance benchmarks, 370performance oriented, 363personal protective equipment (PPE), 363philosophies, 366, 368policy statement, 365principles, 371programs

See Health and safety programsregulatory overview, 361, 362responsibilities, 366, 367supervisor responsibilities, 51, 367training, orientation, 368trenching and shoring, 193welding, 193

Safety and Health Regulations for Construction, 29 CFR 1926, 361

Sales tax, 284Sampling and analysis plan, 151Scanning, reading, 83Scatter diagram, problem solving, 214Scheduling work, 146Scribe, human relations, 123Search engines, computers, 321Security resources, computers, 323Security, safety, 376–378Select solution, problem solving, 219Selecting job candidates, 18–27Self-directed work teams, 156Semi-variable costs, 290Service and revenue, 284Service provider, Internet, 318, 319Service providers, financial management, 297Setting goals and objectives, 138Setting priorities, 141Sexual harassment, 51

Shewhart cycle, planning and organizing, 135Short-term debt, 295Simulation, emergency, 353Skills

communicating, 80–97personal and professional, 408–414technical, 275

Skimming, reading, 83Software

applications, 312categories, 312suites, 313, 314

Solutions, problem solving, 215–218Source waters, 258Span of control, 156Spare parts, critical, 273Speaking, communicating, 88Special assessment bonds, 296Specialized databases, 321Speech recognition software, 313Spill prevention control and countermeasures (SPCC)

plan, 350Spreadsheets, computers, 313Spyware, computers, 322, 323Stability, financial, 286Staff and line, organizing, 155Staff as professionals, 408Staff ideas and opinions, 409Staffing, 17–40Stakeholders

decision making, 240planning and organizing, 136

Standard operating procedures (SOPs), 48, 268, 274Standards, training, 186, 191State problem, 208, 209Statement, mission, 139Step-by-step, problem solving, 215Strategic

decisions, 234plan, planning and organizing, 135, 136planning, 14

Stressreduction, 413work-related, 412

Subjectdirectories, computers, 321guides, computers, 321

Subordinates, decision making, 241Success, celebrate, 225Suggestion programs, problem solving, 206

Index 455

Summary, emergency planning, 352Sunk cost, 238Supervising

affirmative action, 28arbitrating, 37assistance programs, employee, 52behavior, employee, 35budgeting, 50civil service, 18, 52coaching, 32code of conduct, personnel, 51communicating, 44compensation, workers’, 50conduct, code, personnel, 51coordinating, 47, 48corporate culture, 30counseling, employee, 38delegating, 46directing, 42–47discharge, employee, 40discipline, 37–40diversity, workforce, 27employee

assistance programs, 52development program, 15evaluation, 33, 34orientation, 28

environment, job, 45evaluation, employee, 33, 34exit interview, 22facilitating, 36formal evaluation, 33goals, 14harassment, sexual, 51hiring, negligent, 26human relations, 12inquiries, pre-employment, 24, 25interview, exit, 22interviewing, 22job

descriptions, 47environment, 45

leading, 44legal considerations, 18managing, 11mediating, 36mentoring, 33mission, 14motivating, 42, 44negligent hiring, 26

objectives, 14organizing, 16orientation, new employees, 28POSDCoRB, 12performance, employee, 35planning, 13pre-employment inquiries, 24, 25probationary evaluation, 34promotions, 52recruiting, 18–27references, job applicants, 23regulatory considerations, 18reporting, supervision, 49SOPs (standard operating procedures), 48safety, 51selecting job candidates, 18–27sexual harassment, 51staffing, 17–40standard operating procedures (SOPs), 48strategic planning, 14supervisory skills, 11suspension, employee, 39terminations, employee, 54training, employee, 32unions, 38, 54warning, employee, 39workers’ compensation, 50workforce

diversity, 27planning, 14

Supervisordecision making, 240observation, 194responsibilities, safety, 367training, 174

Supervisory Control and Data Acquisition (SCADA), 269Supervisory skills, 11Support system, 273Surveying, reading, 83Surveys, customer, problem solving, 205Suspension, employee, 39Sustainability, financial, 293

T

TPQ (Threshold Planning Quantity), 349TQC (Total Quality Control), 213TQM (Total Quality Management), 136, 213Tactful management, 412Task forces, 156


Tax revenue, 284, 285T-chart, decision making, 242Teaching

See TrainingTeams, working, human relations, 119–123Technical

expertise, core value, 141issues, 257–275management, management assessment profile

(MAP), 154, 162, 167papers, writing, 87skills, 275societies, 410

Technologies, emerging, 15Telephone, communicating, 78Terminations, employee, 54Tertiary treatment, 260Theory X, 110Theory Y, 110Theory Z, 110Threshold Planning Quantity (TPQ), 349Time horizons, planning, 142Time line, data, 269Time, management, 144–146Timekeeper, human relations, 123Timing the decision, 241Tools

decision making, 242management assistance, computers, 311process control, 269

Total Quality Control (TQC), 213Total Quality Management (TQM), 136, 213Tours, plants, 399Toxic spills, 340Traffic safety, 193Trainee opinion, 194Trainer

competency, 186feedback, 188

TrainingABC (Association of Boards of Certification), 174assessment, needs, 175, 177, 178Association of Boards of Certification (ABC), 174attendance form, 195behavior adjustment, 187CET (Certified Environmental Trainer), 186CEU (continuing education unit) needs, 177certification, 174Certified Environmental Trainer (CET), 186certified, meaning, 190

classroom, 179competency, trainer, 186competent, meaning, 190compliance-based, 176considerations, 179continuing education unit (CEU) needs, 177coordinator, 185delivery, 187, 188documentation, 177, 195EPA (Environmental Protection Agency), 173ESH (Environmental Safety and Health), 175, 177employee, 32employees at risk, 191Environmental Protection Agency (EPA), 173Environmental Safety and Health (ESH), 175, 177evaluation, 194feedback, trainer, 188Hazard Communication Standard, 191health and safety, 190, 368importance, 173in-house, 184, 185instruction, 187job-based, 176legal implications, 190lesson plan, 187mandated health and safety, 190NESHTA (National Environmental Safety and

Health Training Association), 186National Environmental Safety and Health Training

Association (NESHTA), 186needs assessment, 175, 177, 178OJT (on-the-job training), 179OSHA (Occupational Safety and Health Adminis-

tration), training, 173, 177, 190Occupational Safety and Health Administration

(OSHA), training, 173, 177, 190off-site, 181on-the-job training (OJT), 179orientation, 177PPE (personal protective equipment), 180, 193,

363performance-driven instruction, 176personal protective equipment (PPE), 180, 193,

363program considerations, 179qualified, meaning, 190Review Commission, 190risk, employees, 191safety, 368standards, 186, 191

Index 457

Training (continued)supervisor, 174trainer

competency, 186feedback, 188

visual-based, 182Training programs, emergency response, 351Transactional

analysis, 111decisions, 234

Treatment processes, controllingbenefits, 271control, 261–269costs and benefits, 271electronic O & M manual, 270O & M manual, 269, 270optimization, 261PCP (process control program), 261–269process control, 261–269process control program (PCP), 261–269process control tools, 269tools, process control, 269troubleshooting, 261wastewater treatment control, 264water treatment control, 267

Tree, decision, 246, 247Tree diagrams, problem solving, 211, 217Trenching and shoring safety, 193Trends, data, 269Trial and error, problem solving, 215Triangle, demands for attention, 108Troubleshooting, process control, 261Trustee, responsible, 409Two-way radios, 344

U

URL (Uniform Resource Locator), 320U.S. Census Bureau, 116Understanding

Code of Federal Regulations (CFR), 382financial management, 283process functionality, 257, 260

Uniform Resource Locator (URL), 320Unions

decision making, 240supervising, 38, 54

Unity of command, 156Usenet, computers, 318

User charges, 285Utility security, 376–378

V

Values, planning, 140Vandalism, 340Variable costs, 290Vendors, 284, 297Verbal communication, 76Videotaping, 94Violence in the workplace, 374, 375Viruses, computers, 322Vision, management assessment profile (MAP), 154,

162, 164Vision, planning, 140Visual aids, 93Visual-based training, 182Volunteer workers, 157Vulnerabilities, safety, 376Vulnerability assessment, 341Vulnerable elements, 341

W

WEF (Water Environment Federation), 263Warning, employee, 39Wastewater treatment process control, 264Water Environment Federation (WEF), 263Water treatment process control, 267Web, computers, 321Weighting criteria, decision making, 237Welding safety, 193Why’s person, problem solving, 210Why/why diagram, problem solving, 211Willing to support, decision making, 249Willingness to change, 224Women in the workforce, 114Word processing, 313Work order system, 273Work plan

monitoring, 205planning and organizing, 135

Work scheduling, planning, 146Work teams, 156Workers’ compensation, 50Workforce

diversity, 27, 116human relations, 114–118planning, 14


Workingfunds, 283in teams, 119–123with people, 105

Workplaceimprovements, 194violence, 374, 375

Work-relatedburnout, 412enjoyment, 414enthusiasm, 414

World Wide Web, 321Writing, communicating

business, 76, 84reports, 85technical papers, 87

Writing for Results, 86Wrongful termination, 54

X

(NO LISTINGS)

Y

Yahoo!, computers, 312

Z

Zero-based budgeting, 50

Documents

COURSE OUTLINE - Water Programsx MANAGE FOR SUCCESS COURSE OUTLINE Chapter Topic Page Introduction 1 1 Supervising 7 2 Communicating 71 3 Human Relations 101 4 Planning and Organizing