ROYAUME DU MAROC
OFPPT
Office de la Formation Professionnelle Professio nnelle et de la Prom Promoti otion on du Travail DIRECTION RECHERCHE ET INGENIERIE DE FORMATION
RESUME THEORIQUE & GUIDE DE TRAVAUX PRATIQUES
MODULE N°9 :
M ANAGEMENT ANA GEMENT D’ EQUIPE
SECTEUR : TRANSPORT SPECIALITE : TECHNICIEN SPECIALISE D’ EXPLOITATION EN TRANSPORT NIVEAU : TECHNICIEN SPECIALISE
VERSION 1.1 MAI 2005
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Document élabor é par par : Nom et prénom pr énom
EFP
DR
ZERKTE ZER KTE Khad Khadija
INFTR
Grand Casablanca
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
SOMMAIRE P résent résentation ation du module........ odule..................... .......................... .......................... .......................... .......................... .......................... ...............
7
RESUME THEORIQUE PARTIE 1 - LA MAITRISE DES OUTILS DU MANAGEMENT MODERNE
9 CHAPITRE 1 - GENERALITES SUR LE MANAGEMEN MANA GEMENT T .................................. I. Définit Définitions................. ions.............................. ......................... ......................... .......................... ......................... ......................... ............... .. 9 II. Les styles styles de managem anagement ent............. .......................... ......................... ......................... ......................... ................. ..... 10 CHAPITRE 2 - LES TACHES DU MANA MANAGER GER ET L’ORGANISATION .............. 14 I. L’inve L’invent ntaire aire des tâches. âches.............. .......................... .......................... ......................... ......................... ....................... .......... 14 II. Les cinq domaine domainess du managem anagemen ent..................... t................................. ......................... ...................... ......... 17 III. III. La gestion gestion des moyens oyens hum humains ains ......................... ...................................... .......................... ...................... ......... 17 20 CHAPITRE 3 - LA MOTIVATION ........................................................................ I. Généralit Généralités és sur la motiv otivat ation ion.............. ........................... .......................... .......................... .......................... ............. 20 II. Le concept concept de la motiva otivattion........................... ion........................................ ......................... ......................... ................ ... 24 CHAPITRE 4 - LA DELEGATION ....................................................................... 25 I. Pour P ourqu quoi oi délégu déléguer er ? ........................ ..................................... .......................... .......................... .......................... ................ ... 25 II. Comm omment délégu déléguer er ? ......................... ...................................... .......................... .......................... .......................... ............... 25 CHAPITRE 5 - LA COMMUNICATION COMMUNICATION ET L’INFORMATION ............................ 27 I. Analyse Analyse de la comm communicat unication........... ion........................ .......................... ......................... ......................... ................ ... 27 II. Les schémas schémas de la comm communicat unication ion .......................... ...................................... ......................... .................. ..... 29 III. III. Les obstacles obstacles à la comm communicat unication ion orale................................. orale.................... ........................... ................ .. 30 IV. Les princip principes es de l’inf l’inform ormat ation. ion............. ......................... .......................... ......................... ......................... ............... 31 V. Les modes de comm communication unication de l’inform l’informat ation...... ion.......... ......... ......... ......... ......... ......... ......... ........ 33 CHAPITRE 6 - LA CONDUITE DE REUNION ET LES OUTILS DU 34 MANAGEMENT........................................................................... I. Les types ypes de réunio réunions ns ........................ ..................................... ......................... ......................... .......................... ............... 34 II. Les cinq règles règles d’ani d’anim mation ation d’un d’une e réunio réunion n .......................... ...................................... ................... ....... 35 III. III. Les outils outils de managem anagement ent............ ........................ ......................... .......................... ......................... ................... ....... 36 PARTIE 2 - LA L A MAITRISE DES TECHNIQ TECHNIQUES UES D’ATTRIBUTION DU TRAVAIL CHAPITRE 1 - DEFINTIONS DES FONCTIONS ................................................ I. P lan type ype d’une d’une définitio définition n de fonction fonction..... ......... ........ ......... ......... ........ ......... ......... ......... ......... ........ ......... ..... II. II. E xemple xemple de de grille grille de définition définition de fonction dans le cadre d’un d’un recrut recrutem ement ent............ ........................ ......................... .......................... .......................... .......................... ..................... ........ CHAPITRE 2 - LE RECRUTEMENT ...................................................................
44 44 45 48
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
CHAPITRE 3 - LA REMUNERATION REMUNERATION ................................................................. I. Le salaire.......................... salaire....................................... ......................... ......................... .......................... ......................... ................... ....... II. La fixat fixation ion du salaire ........................ ..................................... ......................... ......................... ......................... ................ .... CHAPITRE 4 - L’ ANALYSE ANA LYSE DES CONDITIONS CONDITIONS DE TRAVAIL TRAVAIL .......................... I. Les conditions conditions d’am d’ambian biance ce physique physique de travail travail ........ ............. .......... ......... ......... ......... ......... ......... II. II. La charge charge physique physique et la charge charge mentale entale de travail travail.... ........ ......... .......... ......... ......... ......... .... CHAPITRE 5 - LA GESTION DE CONFLIT ........................................................ I. Compren omprendre dre le cycle de «vie» d’un d’un conflit individuel individuel..... .......... ......... ......... .......... ......... ........ II. Les quat quatre re étape étapess pour pour résoudr résoudre e un conflit conflit............ ......................... ........................... ................... ..... CHAPITRE 6 - LA GESTION DU TEMPS ........................................................... I. Gagner du temps temps dans vos diagnostics diagnostics et les actions qui qui en découl découlent......... ent...................... .......................... ......................... ......................... .......................... ......................... ............ II. Comment Comment mieux ieux gérer gérer vot votre temps emps ? ......................... ...................................... ......................... ............... ... III. III. La planif planificat ication ion .......................... ....................................... .......................... .......................... .......................... ...................... ......... CHAPITRE 7 - LA FORMATION FORMATION ......................................................................... I. Les freins freins et les motiv otivat ation ionss à la form formation ation .......................... ........................................ .................. .... II. II. Analyse des besoins en format formation ion et méthode éthodess de format formation ion.... ......... .......... ......... III. III. Méthode Méthode de diagnostic diagnostic de la format formation... ion....... ........ ......... ......... ........ ......... ......... ........ ......... ......... ......... ..... IV. P lan de form formation ation............. ......................... ......................... .......................... .......................... .......................... ................... ...... CHAPITRE 8 – LE BILAN BIL AN SOCIAL .................................................................... I. Généralit Généralités és............ ........................ ......................... .......................... .......................... .......................... .......................... ................. .... II. La lectur lecture e du bilan bilan social........... social........................ .......................... .......................... .......................... ...................... ......... III. III. L’utilit L’utilité é du bilan bilan social .......................... ....................................... .......................... .......................... ........................ ...........
55 55 56 58 58 58 61 61 64 66 66 68 69 71 71 73 74 75 76 76 76 77
GUIDE DE TRAVAUX PRATIQUES
TP 1 - Choi Choix x du sty style de mana anagemen ementt … .... ...... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... 79 TP 2 - Dé Déffinit initio ion n des tach aches, org organisa isation ion et motiva ivation de l’éq l’équ uipe... ipe..... .... .... .... .... .. 82 TP 3 - Dé Déllégat égatio ion.. n.... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .. 84 TP 4 - Comm Communicat icatio ion.... n...... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .. 85 TP 5 - Rédac Rédacttion ion d’un com compte rend endu .... ...... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .. 88 TP 6 - Cond Conduite ite de réunion. ion... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .. 90 TP 7 - Util Utilis isat atio ion n du diag iagramm amme cau causes-e ses-efffets ets .... ...... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... 92 TP 8 - Dé Déffinit initio ion n de fonctio ction n et réalis alisa ation ion d’un recr ecrutement ent .... ...... .... .... .... .... .... .... .... .... .... .. 94 TP 9 - Fixa Fixation ion de la rémunérat ératio ion n et anal analy yse des co conditio ition ns de de travail..... il....... .. 97 TP 10 10 - Elab Elaboration ion et réalis alisat atio ion n d’un plan lan de formatio ation n .... ...... .... .... .... .... .... .... .... .... .... .... .... .... 102 TP de de syn synthèse 1 - Man Management d’équipe ipe .... ...... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... 104 TP de de syn synthèse 2 - Man Management d’équipe ipe .... ...... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... .... 105 E valua valuattion de fin de module odule .......................... ....................................... .......................... ......................... ..................... ......... 107 107
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Résumé de théorie et guide de tr avaux avaux pratiques
MODULE 9 :
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
MANAGEMENT D’EQUIPE Durée : 144 heures Théorie : 94 heures soit 65 % Travaux Travaux pr atiques : 46 heures soit 32 % Evaluation : 04 heures soi t 03 %
OBJ ECTIF OPÉRATIO OPÉ RATIONN NNEL EL DE PREMI PRE MIER ER NIVEAU DE COMPORTEMENT COMPORTEMENT ATTENDU
Pour démontrer sa compétence, le stagiaire doit gérer une équip équip e selon les conditions, conditions, les critères critères et les précisions qui suiv suivent ent.. CRITÈRES GÉNÉRAUX DE PERFORMANCE • • • • •
Recrutement ecrutement adéquat de collaborateur collaborateurs, s, Evaluation juste des collaborateurs, Principes de management adaptés à la situation, J ustess ustesse e du jugem jugement ent,, Management Management efficace de l’act l’activité. ivité.
(à suivre)
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
OBJ ECTIF OPÉRATIO OPÉ RATIONN NNEL EL DE PREMI PRE MIER ER NIVEAU DE COMPORTEMENT (suite) PRÉCISIONS SUR LE COMPORTEMENT ATTENDU
Maîtriser les outils du management moderne d’une équipe
Maîtriser les techniques d’attribution du travail
CRITÈRES PARTICULIERS DE PERFORMANCE - Connaissance de son profil de manager - Adaptations correctes du style de
management face à des situations diverses - Evaluation correcte d’une situation - Arbitrage efficace d’une situation
- Participation efficace à l’élaboration -
d’un profil de poste Participation active au recrutement de futurs futurs collaborateurs Formation des collaborateurs Planification juste et équitable du travail Contrôle efficace du travail Prises de sanctions justes Règlement efficace des litiges
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
OBJ ECTIFS OPÉRATION OP ÉRATIONNELS NELS DE SECOND NIVEAU NIVEAU
L’APPRENANT DOIT MAÎTRISER LES SAVOIRS, SAVOIR-FAIRE, SAVOIR-PERCEVOIR OU SAVOIR-ÊTRE JUGÉS PRÉALABLES AUX APPRENTISSAGES DIRECTEMENT REQUIS POUR L’ATTEINTE DE L’OBJECTIF DE PREMIER NIVEAU TELS QUE :
Avant Av ant d’ appr app r endr end r e à maît ri ser les out ou t ils il s du managem man agement ent moder mo der ne d’un d’ un e équipe :
1. Maîtriser son propre schéma de communication. 2. Expliquer son profil de management. 3. Citer la réglementation sociale. Avant Av ant d’ appr app r endr end r e à maît ri ser les techn tec hnii ques qu es d’at d ’at tr ib ut ion io n d u t rav ail :
4. Expliquer le droit du travail. 5. Maîtriser les techniques de planification. 6. Maîtriser ses émotions.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
PRESENTATION DU MODULE COMPETENCE
Gérer une équipe. PRESENTATION
C’est un module de compétence particulière. Il est directement utile à l’exercice du métier. DESCRIPTION
L’objectif de ce module consiste à maîtriser les outils du management moderne d’une équipe et les techniques d’attribution du travail. CONTEXTE D’ENSEIGNEMENT Act Ac t ivi iv i tés d'app d' apprr entis ent issag sage e: Dans un premier temps, il est nécessaire que le stagiaire conforte son schéma de communication puis découvre son style de management. Ensuite, une mise en situation doit être créée afin de quantifier les résultats de son profil de management. Act Ac t ivit iv ités és d'en d 'ensei sei gnemen gn ementt : Il est nécessaire de travailler sur la communication et la critique positive afin que le stagiaire soit capable d’écouter le jugement des autres sans apporter de comportement émotionnel ou affectif. CONDITIONS CONDITIONS D’EVALUATION D’EVAL UATION
A partir de situations réelles ou simulées et à l’aide d’équipes constituées de
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Modul od ule e 9 : Management Management d’é d’ équip qu ipe e RESUME THEORIQUE
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
PARTIE 1 - LA MAITRISE DES OUTILS DU MANAGEMENT MODERNE CHAPITRE 1 : GENERAL GENERALITES ITES SUR LE MANAGEMENT MA NAGEMENT
I. DEFINITIONS Management «Le management est l’action, l’art ou la manière de conduire une organisation, de la diriger, de planifier son développement, de la contrôler, ce dans les domaines d’activité de l’entreprise» (Raymond - Alain THIETART, Le management, Editions Que sais-je, PUF, 1986). De cette cette définition définition découlent des termes termes tels que : direction, gestion, gestion, pilotage, planification, contrôle, etc.
y
Gesti Gesti on (Anglais (Angl ais : Management) Management) C'est l'ensemble des tâches de préparation des référentiels, de contrôle de leur respect, d'analyse des causes de Déviation et de Reporting, concernant une ou plusieurs des disciplines contribuant au projet. La gestion informe et conseille la Direction : elle ne décide pas à sa place. La gestion n'est pas uniquement économique et doit porter sur tous les aspects de la discipline concernée. Un qualificatif précise souvent celle-ci.
y
Direction Direction (Anglais : Direction) C'est l'ensemble des tâches directement liées au commandement : définition de la stratégie et des objectifs généraux et intermédiaires du projet, prise de décision et arbitrage, négociations internes et externes, animation et motivation des intervenants, contrôle du bon fonctionnement des procédures mises en place, coordination des activités principales, optimisation globale des ressources… Ces tâches sont de la responsabilité personnelle du Chef de projet.
y
y
Pilotage (Anglais : Steering)
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Le leadership implique une orientation, une direction. Leading (diriger, commander) est dérivé d’un mot anglo-saxon qui signifie route, voie, ou cap pour un navire. Le mot managing (gérer) venant du latin (manus : la main) véhicule une notion différente étroitement liée à l’idée de machine (manœuvrer). II. LES STYLES DE MANAGEMEN MANA GEMENT T
Il n’y a pas un standard universellement reconnu comme le meilleur, mais le bon management repose sur une adaptation en continue par rapport aux déférentes situations rencontrées. Il n'y a pas de «modèle». Désormais, « le standard sera l'absence de standard». Le positionnement permet de déterminer le type d'entreprise et d'hommes en faisant référence à la différence entre discours et vérités. Il n’y a pas de bons gestionnaires ou de mauvais gestionnaires, mais il y a des gestionnaires qui savent savent pr endre les les décisions qu’il faut quand il f aut et et là où i l faut. y
Le modèle du «Manage «Management ment situatio si tuationnel» nnel»
Le concept à l’origine a été développé par deux sociologues américains : Mrs HERSEY et BLANCHARD et a été enrichi en France par Insep Consulting. La base du modèle est formée par le croisement de deux paramètres (à première vue «opposés»), à savoir : -
-
en tant que manager, je me trouve dans une situation (d’où le terme management «situationnel») où je suis exclusivement ou plutôt orienté vers l’atteinte des objectifs, la réalisation des tâches , de choses à faire (c’est le domaine des compétences) ; en tant que manager, je me trouve dans une situation dans laquelle la motivation des individus et des groupes est primordiale. Mon soutien et mon apport sont des facteurs critiques de la réussite des individus.
Cela donne quatre niveaux d’autonomie croissante de vos collaborateurs. Votre collaborateur
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Selon que je m’appuie plus ou moins sur l’une de ces deux préoccupations, j’arrive donc à identifier 4 styles possibles (2 situations et chaque fois de faible à fort). Le S1 = DIRIGER
Le leader donne des instructions précises et surveille de près l’exécution des tâches. Le S2 = ENTRAÎNER
Le leader continue à diriger et à surveiller de près l’exécution des tâches mais en plus, il explique explique les décisions, décisions, sollicite les suggestions suggestions et encourage encourage les progrès. progrès. Le S3 = ÉLARBIER
Le leader facilite et encourage les efforts de ses subordonnés pour accomplir les tâches ; il partage avec eux la responsabilité de la prise de décision. Le S4 = DÉLÉGUER
Le leader transmet à ses subordonnés la responsabilité de la prise de décision et de la résolution des problèmes. Et si nous allons un peu plus en détail on peux résumer les quatre styles ainsi : STYLE DU
LE STYLE EST EFFICACE S’IL
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Résumé de théorie et guide de tr avaux avaux pratiques
STYLE DU MANAGEMENT
COMPORTEMENTS y y y
S2 : PERSUASIF
Rôle : Mobiliser
y
y
y y y y
S3 : PARTICIPATIF
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
y
Rôle : Associer y
beaucoup d’explications : les raisons, les causes, les conséquences… mise en valeur des projets, des objectifs, des activités… et leurs avantages, mise en valeur et encouragement de la personne ou du groupe ; témoignages de confiance, information et formation, sanction positive des résultats, le manager parle beaucoup, se met en avant, expose ses idées, ses convictions, ses valeurs, il répond aux objections, suscite les questions, y répond, s’assure que la personne ou le groupe ont bien compris ce qui est à faire et sont prêts à le faire. Le manager écoute : conseille ses collaborateurs, analyse des situations, aide à résoudre des problèmes, prend en compte les idées, suggestions et propositions des personnes et des groupes. Le manager négocie : aménage des solutions, parfois complexes, qui prennent en compte les intérêts mutuels des collaborateurs et de l’entreprise, dose l’acceptable l’acceptable et l’inaccept l’inacceptable. able.
LE STYLE EST EFFICACE S’IL EST: authentique, non y sincère, manipulatoire, y permet de créer un groupe, de susciter susciter un projet, projet, accompagné d’un y est minimum de participation.
y y y
les contrats sont respectés, les décisions sont effectivement partagées, l’écoute, le conseil sont au service des personnes.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Synthèse :
Dans le modèle du «Management situationnel», le mot clé est situation . Ceci veut dire que le manager choisira son style en fonction d’une situation donnée. Le style n’est donc pas lié exclusivement à une personne ; en effet, le manager peut être amené à appliquer les quatre styles avec la même personne le même jour, just justem eme ent en fonct onctio ion n de la sit situatio ation n, dont fait ait part artie un coll colla aborateu ateurr ou un group oupe. Souvenons-nous donc : y y
un même style de management ne peut pas toujours convenir à tout le monde ; un même style de management ne peut pas toujours convenir pour toutes les activités professionnelles d'une même personne.
Il s’agit donc d’un voyage en permanence dans les quatre styles de management, tout en soulignant une nouvelle fois que la tendance devra pencher de plus en plus vers le S4 (management délégatif) et éventuellement le S3 (management participatif) pour augmenter sans cesse l’autonomie des collaborateurs.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
CHAPITRE 2 : LES TACHES TA CHES DU DU MANAGER MANA GER ET L ’ ORGANISATION
I. INVENTAIRE DES TACHES ORGANISER LES HOMMES 9 Recrutement 9 Rôle de chacun •
•
•
LES MOYENS 9 LOCAUX 9 MOBILIER Outillages, informatiqu informatiques es 9 Outillages, LE CADRE DE TRAVAIL 9 Structure 9 Règles communes 9 Méthodes de travail
ANIMER CREER DES EQU E QUIPES IPES •
•
FAVORISER FAVORISER LES ECHAN E CHANGES GES 9 Réunions 9 Contacts informels (Management «baladeur»)
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
COMUNIQUER COMMUNIQU COMMUNIQUER ER AVEC SON S ON EQUIPE 9 Pour s’informer 9 Pour s’intéresser aux personnes et à leur travail 9 Pour comprendre les problèmes 9 Pour informer (situation de l’entreprise) •
•
•
•
COMMUNIQU COMMUNIQUER ER AVEC L’EXTERIEUR L’EXTERIE UR Direction 9 La Direction 9 Les autres services 9 Les clients, les sous-traitants, les fournisseurs ORGANISER LES COMMUNICATI COMMUNICATIONS ONS Liaisons hiérarchiques hiérarchiques et Fonct F onctionne ionnelles lles 9 Liaisons 9 Relations extérieures FAVORISER FAVORISE R LA COMM C OMMUNI UNICATION CATION
FAIRE - FAIRE DELEGUER 9 Définir la Mission ou la Tâche d’exécution ion 9 S’assurer de ses possibilités d’exécut 9 En déléguer la Responsabilité •
•
CONTROLER 9 S’informer (Ecouter et se faire un jugement) 9 Tirer les conclusions SOUTENIR
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
ANALYSER DETERMI ETER MINER NER LES CRITERES CRITERE S DE MESURE •
•
ANALYS ANALYSER ER LA PRODUCTIV P RODUCTIVITE ITE 9 Réalisé / Prévision 9 Les problèmes à résoudre
•
ANALYS ANALYSER ER L’EVOLUTION L’EVOLUTION DES DES COUTS
•
ANALYS ANALYSER ER L’EVOLUTION L’EVOLUTION DES DES DELAIS
•
ANALYSER LA SITAUTION SITAUTION DU P ERSONNEL ER SONNEL
•
S’ANALYSER 9 La maîtrise de son temps 9 Ses problèmes relationnels 9 Ses connaissances (Evolutions, Formation) 9 Ses aspirations
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
II. LES CINQ DOMAINES DE MANAGEMENT
Les domaines du management se déclinent en cinq points : • • • • •
MANA MANAGEMENT GEMENT DES DES OBJ ECTIFS MANAGEMENT MANAGEMENT DES HOMMES HOMMES MANAGEMENT MANAGEMENT DES MOYE NS MANAGEMENT DES AFFAIRES MANAGEMENT MANAGEMENT DES SAVOIR-FAIRE. SAVOIR-FAIRE .
LES TACHES ET LES DOMAINES DE MANAGEME MANA GEMENT NT TACHE TACHES S ORGANISER
OBJECT OBJECTIF IFS S HOMM HOMMES ES MOYE MOYENS NS AFFAIR AFFAIRES ES SAVOI SAVOIRR-FAI FAIRE RE
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
MISSION OBJECTIFS Travaux Travaux à réali réaliser ser Spécialités
HOMMES
Locaux et moyens
Métho Méthodes des de travail
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Résumé de théorie et guide de tr avaux avaux pratiques 9
Complém omplément entarités arités des caractères y Optimistes, (tranquilles), y S ereins (tranquilles), y Pessimistes.
9
Complémentarités des personnalités y Intuitifs, y Cartésiens (logiques), y Esprits de synthèse, y Perfectionnistes.
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
c) Cas particulier particulier d’une d’une équipe de projet projet
Pour qu’une équipe de Management de Projet fonctionne bien, il vaut mieux des membres motivés peu spécialistes que des spécialistes peu motivés (c’est souvent le cas des «experts» parachutés et débordés par d’autres travaux) Les équipiers motivés trouveront toujours le moyen de se faire aider par des spécialistes !
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
CHAPITRE 3
: LA MOTIVATION
I. GENERAL GENERALITES ITES SUR LA MOTIVATION MOTIVATION
La motivation correspond à la mobilisation interne d'énergie suscitée par un besoin qui se traduit par un comportement orienté vers la satisfaction de ce besoin. Elle est un phénomène universel mais qui a des mécanismes individuels (propres à chaque personne). 1. LE TAYLORISM TAYL ORISME E
A la fin du siècle dernier, Frédéric TAYLOR établit une théorie de Gestion Scientifique des entreprises et de Méthodes de travail basée sur l’étude des temps élémentaires.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
En d’autre termes, les besoins de l’individu se présentent selon un ordre de nécessité. L’individu cherche à saturer progressivement les besoins qui améliorent sa vie. MASLOW a divisé ces besoins en cinq catégories : MASLOW - LA L A THEORIE DES DES BESOINS
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
5 - Besoin de se réaliser : Développement de son potentiel personnel dans le travail. Le salarié a généralement le désir d’utiliser et de développer tous ses talents, ses capacités intellectuels et physiques etc. c) Théorie X et Théorie Y : Douglas Douglas Mac GREGOR
Bien que la théorie X semble complètement dépassée, force est de constater que de nombreuses entreprises continuent à fonctionner avec ce principe.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
THEORIE X
Postulat de base
Les hommes sont paresseux Il faut les contrôler pour qu’ils
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
f) La crise de l’emploi
La crise de l’emploi est due à plusieurs facteurs, principalement : - l’évolution de la productivité, - la délocalisation de nombreux travaux dans des pays où la main-d’œuvre est moins chère et une certaine saturation des marchés qui n’est pas complètement compensée par la création de nouveaux besoins. On observe un certain retour au Taylorisme dans un bon nombre d’entreprise. La précarité (CDD et Intérim) et le risque de chômage amènent les salariés à
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Résumé de théorie et guide de tr avaux avaux pratiques
CHAPITRE 4
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
: LA DELEGATION DELEGATION
I. POURQUOI DELEGUER ?
Au juste, quand on parle de délégation, quelles sont les conditions nécessaires pour que le «déléguant» réussisse avec la personne à laquelle il délègue certaines
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Résumé de théorie et guide de tr avaux avaux pratiques
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assigné. Le mode de cette évaluation doit être négocié à priori et ne pas changer
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
IL S’AGIT DONC DE SE FAIRE «BIEN» COMPRENDRE :
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
CHAPITRE 5 : GESTION DE CONFLIT
I. COMPRENDRE LE CYCLE DE «VIE» D’UN CONFLIT INDIVIDUEL
Parler d’un objet est chose simple mais parler de nos relations avec les autres est beaucoup moins évident. Aussi convient-il de distinguer : y Le conflit à priori qui sans être ouvertement déclaré, peut exister sous forme d’un état état de ruptur e de contrat. On parle alors de conflit latent. y Le conflit à posteriori : lorsque le point de rupture des forces est atteint, le conflit est alors manifeste au vu et au su de tous dans l’entreprise : il est déclaré ouvert et apparaît alors comme l’affrontement de forces antagonistes (anta voulant dire «opposé» en grec). Pour résumer, voici 3 schémas simples illustrant cette double notion : Au sein d’un service, les uns et les autres travaillent dans le même sens pour atteindre un même objectif : 1er schéma «tout va bien»
Facteur mobilisateur Somme des contrats pluri latéraux et adhésion 2ème schéma «Eta «Etatt conf lictuel à pri ori»
Le conflit est latent (la rupture du contrat est désormais désormais possible). 3ème schéma «Un «Un état état co nflict uel a posteriori»
Le conflit est déclaré (la rupture du contrat est manifeste).
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
RENFORCEMENT ET DESAMORÇAGE : a Tout conflit respecte un cycle de vie : L’observation d’une multitude de conflits a
démontré que ceux-ci passaient par plusieurs phases : 1. 2. 3. 4.
Une phase de gestation gestation (ou de naissance naissance du conflit) ; Une phase d’am d’amplification plification ; Une phase de manifestation manifestation (le conflit est ouvert et connu de tous) tous) ; Une phase de régulation. régulation.
Nous développons le contenu de ces quatre phases pour mieux comprendre ce que nous pouvons vivre au travail. a) Une phase de gestation - Un élément, élément, un événement événement de rupt rupture ure dans dans le contrat, contrat, au sein du consensus consensus du groupe, provoque une ou des revendications ; - Cette ette période de latence est plus ou moins longue. longue. b) Une phase d’amplification - Il y a alors mobilis mobilisation ation et regroupement regroupement ; - Manipulation et regroupement regroupement des forces «en présence». c) Une phase de manifestation Le conflit éclos (Il sort). d) Une phase de régulation Maîtrise du conflit par deux voies possibles : - Interdiction : c’est la voie autoritaire autoritaire ; - Négociation Négociation : c’est la voie «démocratique». «démocratique».
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Résumé de théorie et guide de tr avaux avaux pratiques
Gestation
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Amplification Manifestation
Régulation
Niveau ou Intensité du conflit
Phase 1
Phase 2
Phase 3
Phase 4
Tem Temps
Que faire face à un conflit confl it dans vot re service ou dans votr e équi équipe pe ?
Schématiquement, vous pouvez adopter plusieurs attitudes, selon votre personnalité, votre analyse du conflit. Il n’y a pas stricto sensu de bonnes ou de mauvaises attitudes ; c’est selon le contexte et selon les enjeux. Attitude 1 - (Ren) (Ren) forcement fo rcement Les plus forts gagnent et imposent leurs points de vue. Attitude 2 - Ap lanis lan issem sement ent Certaines personnes du groupe prétendent qu’il n’existe aucun problème ou bien minimise l’importance du désaccord. Attitude 3 - Evitement Il est «déloyal» de soulever ouvertement les désaccords. Attitude 4 - Marchandage Les personnes négocient tout en maintenant certaines solutions dans une impasse,
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Attitude 5 – Af fron fr on tement tem ent Les données et les conséquences du conflit sont examinées par toutes les parties en conflit. Un effort est fait dans le sens de la création de procédures qui réajustent les différents, étudient les désaccords et esquissent (amorcent) une ou des solutions possibles pour résoudre le problème, source du conflit. II. LES QUATRE ETAPES POUR RESOUDRE UN CONFLIT 1. CLARIFIER LES POINTS PRECIS DU CONFLIT Il faut donc connaître avec autant de précision que possible le pourquoi du conflit.
Qu’est ce qui rend tel ou tel parti malheureux ? Qu’est ce qui l'empêche de continuer son travail ? Qu’est ce qui l'ennuie dans le comportement de l’autre ? Souvent, les points précis d’un conflit sont cachés ou obscurcis par des sentiments comme la colère, la frustration, la jalousie, etc... Un bon médiateur doit continuer à se servir de ces questions jusqu’à obtenir une liste de points complète, précise et concrète de chacune des parties. 2. CONTROLER CONTROLER L A DISCUSSION DISCUSSION
Après avoir clarifié les points précis du conflit, la prochaine étape consiste à faire en sorte que les deux personnes communiquent leurs revendications précises, l’un à l’autre, en présence du médiateur. Si un conflit nécessite l’intervention d’un médiateur, il est par définition sérieux. On peut donc s’attendre à une discussion difficile, avec des sentiments et des attitudes qui peuvent nuire au bon déroulement de la discussion. Pour éviter d'éventuels orages, il faut maintenir un contrôle très rigide de la discussion. Le médiateur doit contrôler deux éléments en particulier : Contrôler qui parle Il est normal lorsque l’une des parties parle, l’autre essaie de l’interrompre pour se défendre, pour accuser, etc... Il est essentiel pour le médiateur de contrôler à chaque instant qui a droit à la parole et qui doit écouter en attendant son tour. y
Contrôler de quoi on parle Lors d’une séance de médiation, la discussion peut très facilement s’écarter du sujet pour se perdre dans des échanges de propos sans liaison directe avec les points précis du conflit. Le médiateur doit contrôler ce processus et ramener systématiquement la discussion aux points concrets. y
3. CONSTRUIRE UN ACCORD
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Dans cette étape, le médiateur doit persuader les parties de trouver un compromis et de se mettre d’accord entre eux sur une solution au conflit. Trè Très sou souvent, les les parties ies s’y s’y met metttront spo spontaném anéme ent et le le médiat iateur n’aura pas à intervenir. Parfois, le médiateur doit encourager ce processus en proposant des solutions. Il y aura peut être plusieurs échanges de ce genre avant d’arriver à l’accord final, mais chaque compromis accepté est un progrès vers l’accord. 4. NOTER NOTER UN PLAN D’ACTION D’ ACTION
L’étape finale dans la résolution des conflits est de confirmer par écrit tout ce qui a été décidé dans l’accord. Il est très important d’établir clairement ce que chacun doit faire à partir de maintenant et fixer un rendez-vous futur pour revoir la situation.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
CHAPITRE 6 : LA GESTION DU TEMPS
I. GAGNER DU TEMPS DANS VOS DIAGNOSTICS ET LES ACTIONS QUI EN DECOULENT
Quand vous téléphonez, préparez ce que vous allez dire (pas d'improvisation car souvent on oublie quelque chose d'important) : y y y y y y y y
Annoncez d'entrée de jeu l'objet de votre appel ; Transmettez rapidement les informations essentielles ; Dites clairement à votre interlocuteur ce que vous attendez de lui (ne tournez pas «autour du pot») ; Posez lui les questions que vous avez préparées et cochez-les au fur et à mesure ; Notez ses réponses, en reformulant au besoin ; Débouchez sur l'action attendue, en précisant la suite à donner à votre appel ; Construisez-vous des fiches-types pour la préparation et la réception d'appels ; Préparez vos réunions (ordre du jour, répartition des rôles et préparation matérielle de la salle ainsi qu'un compte-rendu aussi rapide que concis). ETABLIR SA CARTE D'ACTIVITE
1) Le temps : ce qu'il représente… 2) Votre carte personnelle : J e fais
«+»
«-» «-»
Comment ?
3) Les mangeurs de temps : Qui ?
Quand ?
Comm omment ?
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
QU'EST - CE QU'UNE INTERRUPTION ?
Tem Temps ap apparen arentt d'int interruption ion
Tem Temps de de «réc «récu upéra ération ion»
LISTEZ VOUS-MEME «VOS» INTERRUPTIONS LORS D'UNE JOURNEE TOUT CE QU'IL QU'IL Y A DE PLUS ORDINAIRE… Date Date
Heure Heure
Nature Nature de l'interrupt l'in terrupt ion
Durée
Remarque Remarque Acti on corr ective
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Votre productivité
20 %
80 %
Votre capital «temps»
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
A LORS… COMMENT GAGNER DU TEMPS ? Pour cela, cela, il faut appliquer les onze principes clés suiv ants : y y y y y y y y y y y
Hiérarchiser Déléguer Filtrer Savoir s'informer Préparer ses communications Se détendre Savoir s'adapter Aller à l'essentiel Profiter des compétences Faire le point Tenir ses engagements.
III. LA PLANIFICATION
La planification est la programmation d'actions et d'opérations à mener : • • • •
dans un domaine précis, avec des objectifs précis, avec des moyens précis et sur une durée (et des étapes) précise(s).
Elle se traduit par un plan répondant de façon détaillée et concrète aux principaux aspects opérationnels du type QQOQCC : qui, quoi, où, quand, comment, combien. Le plan peut faire partie d'une stratégie, celle-ci étant plus générale et permanente et moins détaillée. On parle toutefois de planification stratégique lorsqu'une stratégie est particulièrement particulièrement concrète et précise. précise. La planification se retrouve en : stratégie militaire, ex : plan de bataille, plan de débarquement, management, ex : plan marketing, plan informatique, plan d'affaire, plan de • •
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
1- Dimensions Dimensions d'une planification
La planification est la première étape de la roue de Deming. La planification est aussi inutile qu’indispensable : Elle permet de gérer des ressources limitées, Elle relève de la chance, E lle nécessit nécess ite e une prioritisation prioritisation des tâches. • • •
Une planification associée à un projet comporte quatre dimensions : Les ressources (les hommes - le "qui", le matériel, les moyens), La durée (le quand), La qualité (niveau de fiabilité du résultat fourni à la fin du projet). Le périmètre fonctionnel (ensemble de réalisations, le "quoi") • • • •
Parfois, on trouve une cinquième dimension : le risque. Cependant, cette grandeur englobe soit l'origine d'une nouvelle fonctionnalité, soit une résultante de l'insuffisance des prévisions. • •
Aussi, lorsque cette dimension est prise en considération, c'est surtout pour les projets de grande envergure où la gestion du risque représente une tâche à part entière. 2- Techni Techni ques de planific ation
Tou Tout le jeu jeu d'une plan lanific ificat atio ion n est d'opt optimis imise er ces ces qu quatre param aramè ètres, sach sacha ant que les ressources sont limité limitées, es, la durée doit être la plus courte possible, le bénéficiaire du projet exigera toujours une qualité sans reproche, le périmètre est parfois immuable. • • • •
Restrictions La réalisation d'une planification revient à faire passer un ballon dans un cercle de diamètre plus ou moins grand : si le cercle est trop lâche ou trop souple, le ballon aura tendance à gonfler, si le cercle est trop petit, le ballon se déforme et ce sont les dimensions complémentaires qui sont modifiées. • •
Aussi, il est accepté que le seul paramètre sur lequel il est raisonnable de jouer est le
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Ainsi, la durée globale prévue par la planification sera délimitée temporellement par ces trois types d'estimations. 3- Quelques Quelques outil s de gestion du temps en milieu prof essionnel
Nous allons décrire quelques outils utilisés couramment en milieu professionnel pour gérer le temps : Les agendas On utiliser fréquemment des agendas en milieu professionnel. Ils permettent de noter diverses informations utiles et d’indiquer les opérations à effectuer à dates et heures précises (rendez-vous, délais à respecter…).
Les échéanciers Ils permettent de classer des documents à la date où ils doivent être traités (lettres, notes, traites à remettre à l’encaissement, suivi des règlements de facture.). Ils se présentent sous forme de trieurs comportant des interactions portant les jours et les mois.
Les plannings Les plannings visualisent l’organisation des tâches dans le temps, ou leur répartition sur différents postes de travail. C’est l’outil le plus courant de planification en milieu professionnel. Il en existe de nombreuses variantes, adaptables à tous types de situations.
Soyez maîtres de votre temps : - Classez lassez vos activités activités par ordre d’urgence. d’urgence.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
CHAPITRE 7
: LA FORMATION
La formation formation du du personnel représente à priori un facteur de valorisation valorisation principal principal des ressources humaines. humaines. La formation et le perfectionnement des conducteurs ne peuvent plus être considérés considérés comme comme une question question secondaire secondaire au sein de l’entreprise l’entreprise de transport. transport. La concurrence acharnée, la sensibilité des délais et qualité de livraison font que les clients soient sélectifs dans le choix des entreprises de transport, ils souhaitent des réponses adaptées que seuls les professionnels peuvent apporter. Cela veut dire que la formation a changé du visage, l’objectif essentiel est bien évidemment d’améliorer les résultats de l’entreprise grâce à une optimisation du personnel d’exploitation et de conduite. Que peut-on attendre d’une formation ? y
y
Une adhésion adhésion de de l’équipe l’équipe à la stratégie stratégie globale de l’entreprise, l’entreprise, une action de formation doit faire passer auprès de personnel une identité, un esprit d‘équipe, reliés aux objectifs de la société. Cette adhésion entraîne la cohésion (union) de l‘équipe, l’amélioration de l’efficacité et donc des performances individuelles et collectives, la réduction du «turnover» «turnover» et donc une meilleure fidélisation. fidélisation.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
II. ANALYSE DES BESOINS EN FORMATION ET METHODES DE FORMATION 1. METHODOLOGIE METHODOLOGIE D’ANAL D’A NALYSE YSE DES BESOINS DE FORMATION
Une bonne méthodologie d’analyse des besoins de formation doit avoir quatre caractéristiques principales : y Permettre de prendre en compte, parmi les facteurs inducteurs (environnement interne et externe, les attentes des individus et des groupes, politique sociale, etc) ceux qui sont pertinents ; y Permettre une implication des acteurs concernés ; y Etre adaptée à son objet, et en particulier au type d’objectif de formation qu’il s’agit d’atteindre ; y Etre efficiente, c’est à dire permettre le meilleur résultat possible au moindre coût. 2. LES METHODES DE FORMATION
Les techniques d’animation et les outils sont variés et le choix de la méthode a souvent un rôle décisif dans le résultat de la formation. On peut classer ces méthodes en cinq catégories : y Les méthodes affirmatives (exposé, …) ; y Les méthodes interrogatives (enseignement programmé, enseignement assisté par ordinateur E.A.O, méthodes déductives et inductives) ; y Les méthodes actives (autodidaxie assistée, jeux de rôle, jeux de simulation, méthodes de groupe, de développement personnel, de créativité, méthodes non directives, pédagogie du centre d’intérêt) ; y Les autres méthodes (centre de ressources, méthodes audiovisuelles,
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Homogénéité - hétérogénéité Le groupe est-il d’un niveau homogène ? Temps Temps dispon ible dispose de combien combien de tem temps ps pour une séquence, pour la préparation préparation ? J e dispose Sujets traités A quels types de savoir correspondent les sujets traités (savoir / savoir-être / savoir-faire). III. METHODE DE DIAGNOSTIC DE LA FORMATION Déterminer Déterminer les points f orts et les point s faibles de l’équipe Établir la grille de compétence de l’équipe ou du service But : Permettre au chef d’équipe ou de service de diagnostiquer les points forts et les points faibles de son équipe (ou de son service). C’est un outil pratique de management adaptable à tout secteur d’activité. Intérêt : Cet outil vous permet d’anticiper sur : y y y
Les périodes de congés, Les départs ou sur les absences de votre personnel, D’identifier clairement les besoins de formation des membres de votre équipe et donc d’anticiper en renforçant leurs compétences.
Présentation : Une feuille simple qui est insérée dans votre «lutin». Votre adjoint doit en avoir connaissance. C’est également un mécanisme de contrôle de votre responsable hiérarchique vis à vis de vous.
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(Nota : on peut également mentionner en bas de document ou au verso les personnes, qui bien que non affectées dans cette équipe ou dans ce service, savent «faire» et seraient susceptibles d’être momentanément déplacées en cas d’urgence ou de nécessité). 5) Faire le total total par composante composante (par tâche) tâche) et non par personne (On analyse le le process la capacité à réaliser le process et non la personne). 6) Dans la colonne la plus plus à droite droite «J ’en déduis que 3, noter noter les actions de progrès à réaliser et sous quels délais. •
•
On voit là le lien évident avec le plan d’action du chef d’équipe ou du chef de service ainsi que celui avec les actions de formation à «enclencher» pour accroître les compétences de son équipe. Périodicité de mise à jour : Lors de l’intégration d’un nouveau et tous les 3 mois.
IV. PLAN DE FORMATION FORMATION
Le Plan annuel de formation traduit les choix de la politique de formation en actions. Il planifie et organise des actions de formation en fonction des objectifs retenus. C’est la liste des moyens prévus pour atteindre les objectifs définis. Il comprend les objectifs, les priorités, le contenu, la pédagogie, la durée, le calendrier, les bénéficiaires, les stages, les budgets enfin la manière dont ces actions seront évaluées. La ventilation des bénéficiaires selon les catégories professionnelles traduit les choix de l’entreprise.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
CHAPITRE 8 - LE BILAN B ILAN SOCIAL SOCIAL
I. GENERALITES
Le bilan social fait partie intégrante des comptes annuels et donne des informations sur les personnes occupées dans l'entreprise, les mouvements du personnel au cours de l'exercice comptable, les mesures introduites par l'entreprise en faveur de l'emploi et les efforts en matière de formation dans l'entreprise. Le bilan social est un document qui rend compte des activités de responsabilisation d'une entreprise face à : 1. L'environnement 2. Ses employés 3. Ses partenaire partenairess financiers
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
III. L’UTILITE DU BILAN SOCIAL y
Outil d’information La communication de 80% des informations contenues dans le bilan social : 9 Information des représentants du personnel, 9 Information des salariés, 9 Information externe.
y
Outil de gestion 9 Le bilan social rassemblement d’information, est un outil de gestion parce qu’il favorise l’identification et le traitement des problèmes sociaux, 9 Pour d’autres, le bilan social ne devient outil de gestion qu’en s’intégrant dans un système de planification et de gestion sociale.
y
Outil de concertation 9 Concertation avec les représentants du personnel, 9 Concertation avec l’encadrement.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
TP 1 : CHOIX DU STYLE DE MANAGEMENT
1. Objectifs visés : -
Différencier des modèles de management. Choisir le style de management selon les caractéristiques des personnes.
2. Durée du TP : -
1heure.
3. Matériel Matériel (équi (équipement pement et matière d’ œuvre) par stagiaire : -
Crayon et papier.
4. Descr Descript iption ion du TP :
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
- Fiche Fiche à lire avant avant de répond re aux deux questio ns -
Depuis le début des années 80, il y a eu invasion du management stratégique au vue des entreprises. Cela a conduit à analyser le positionnement stratégique et à cataloguer les conditions de com compétit pétitivité ivité des entreprise entreprises. s. Les années 80 axent la recherche sur la réflexion stratégique pour au moins deux raisons : R1 : Le choc provoqué par la remise en cause de la croissance régulière R2 : L’envahissement de la concurrence internationale. Les statistiques ne permettent plus de cerner le futur. La prévision est devenue difficile. Le modèle néo-classique en micro-économie est efficace pour décrire les conditions de la compétitivité industrielle «pure» mais inopérant dans un monde devenu agité. - Quelle Quelle «bonne» «bonne» taille taille pour l’entreprise l’entreprise ? - Quel type type de rémunération à la marge marge ? - Quelle Quelle motivation otivation pour les salariés salariés ? Les managers ont dû faire face à la modification de leur environnement sans l’aide
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
EXERCICE 2 :
Vous êtes amener à gérer une équipe de quatre personnes dont les caractéristiques de personnalités sont les suivantes, définissez quel style de management vous pratiquez et justifiez vos réponses. 1° Mr A est balayeur. Ce n’est pas qu’il soit un méchant bougre, mais il a un poil dans la main. Il préfère le «farniente» (ne rien faire) au travail et il le dit. D’ailleurs, il ne sait pas faire grand- chose non plus, et n’a jamais essayé de se former, malgré vos propositions. Il balaye, c’est tout. Et depuis quinze ans. Comment le faire
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
TP 2 : DEFINITION DES TACHES, ORGANISATION ET MOTIVATION DE L’EQUIPE 1. Objectifs Objectif s visés : -
Définir les tâches du manager et des collaborateurs Décrire l’organisation d’une équipe. Identifier les facteurs de motivation de l’équipe.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
EXERCICE 2 : ¾
¾
¾
Parmi les grandes tâches du manager, celle de l’organisation, dites en quoi consiste cette tâche ? Le manager en tant qu’organisateur, qu’organisateur, doit mett mettre re en œuvre œuvre trois chantiers : les hommes, les moyens et les méthodes. Décrivez cette mise en œuvre ! Comment un manager arrive à réaliser l’équilibre d’une équipe ?
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Résumé de théorie et guide de tr avaux avaux pratiques
TP 3 : DELEGATION DELEGA TION
1. Objectif visé vis é : -
Déléguer des attributions à un des collaborateurs.
2. Durée du TP :
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Résumé de théorie et guide de tr avaux avaux pratiques
TP 4 : COMMUNICATION
1. Objectifs visés : -
Analyser un compte-rendu écrit. Transmettre oralement un message.
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Dans une rue piétonne où la circulation est tolérée «au pas» un enfant traverse
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
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Résumé de théorie et guide de tr avaux avaux pratiques
TP 5 : REDACTION D’UN COMPTE RENDU
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Je rédige ci-dessous ci-dessous mon compte-rendu compte-rendu
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Résumé de théorie et guide de tr avaux avaux pratiques
TP 6 : CONDUITE DE REUNION REUNION
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
ANNEXE 3 - CV de EL ALAMI Rida
EL ALAMI Rida Rida 8 rue rue Ibn Roched, résidence résidence Salima, Maarif, Casablanca 10-04-197 10-04-1974 4 à Casablanca 066 - 26 - 56 - 55
FORMATION ème 6ème année d’enseignement d’enseignement secondaire secondaire (lett (lettres res modernes)
STAGES ET EXPERIENCES PROFESSIONNELLES PROFESSIONNELL ES
2 ans d’expérience en tant que conducteur routier à la société SOTRAM 1 an d’expérience en tant que conducteur livreur à la société SDTM LANGUES
Arabe et Français
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Module 9 : Management Management d’équip e Version 1.1 – mai 2005
ANNEXE 4 - CV de EL GHABAOUI Mohamed ETAT CIVIL
EL GHABAOUI Mohamed Né le 27/10/1970 à Kenitra Avenue Med V, résidence Kaoutar N°5 CASABLANCA FORMATION 1994 : DEUG en histoire - géographie 1991 : Baccalauréat Baccalauréat lettres lettres modernes
EXPERIENCES PROFESSIONNELLES
aide chauff chauffeur eur dans dans un aut auto-car o-car - Socié S ociétté SUP SUPR RA TOUR T OURS S 1996 – 1998 : aide (transports de voyageurs) conducteur eur rout routier à la société société - LA VOIE VOIE EXPR XP RE SS - tract traction ion 1998 – 2000 : conduct Casablanca, Tanger - Casablanca, Agadir 2000 – 2004 : conducteur livreur à la société - LA VOIE EXPRESS
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Module 9 : Management Management d’équip e Version 1.1 – mai 2005
HASNAO UI Abd Abder erazzak azzak ANNEXE 5 - CV de HASNAOUI HASNAOU HAS NAOUII Abdera Abderazzak zzak Né en 12/12/1971 Rue Lalla Soukina, N°24 appt. 3, Sidi El Bernoussi, Casablanca
FORMATION
Niveau baccalauréat scientifique
EXPERIENCES PROFESSIONNELLES
1997 - 1998 : aide chauffeur dans un auto-car société CTM
conducteur routier routier à la société SDTM DTM 1998 - 2004 : conducteur
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Résumé de théorie et guide de tr avaux avaux pratiques
Module 9 : Management Management d’équip e Version 1.1 – mai 2005
Liste des références références bibli ographiqu es : Ouvrage Ouvrage
Organon Organon Gestion Gestion des des ressour ressources ces hum humaines aines Le managem anagement ent situat situation ionnel nel Comment conduire un entretien de recrutement Guide pratique de recrutement en P ME Le rôle formateur formateur d’encadrement d’encadrement Comprendre et gérer les conflits dans les entreprises et les organisations Le guide guide du manager anager d’équ d’équipe ipe Rendre vos réunions passionnantes
Auteur
J ean de P erson J ean Marie Marie P eret erettti TIS TISSIER IE R et VER VE RNES NE S
Celse Vuiber Vuibertt INSE INS EP
E tienne Verne
INSEP Consulting
ARNAUD D’ABOVILLE
Editions d’organisation
P hilippe Auriol
ESF EDITEUR EDITEUR
Pierre Rousseau
Collection Synthèse – Chronique sociale
J ean – Louis Viargues
Editions d’organisation
DEMORY et GUILLOT
Chotard 1992
Sites internet : • • • • •
Edition
www.management.journaldunet.com www.google.fr www.portailpme.fr www.comptanoo.com www.studyrama.com