Mechanics - Manager Needs

 

This overview is not about calling the game. It is about doing your part keeping our associations, teams and managers satisfied with the officiating being done. To call a perfect game only to lose the association's contract is akin to being "dead right".  If these ideas can be followed, you will find that you will have improved the environment to call that "Perfect Game".

 

 

What basic needs do Managers have?

Friendliness.

• Friendliness is a manager’s most basic need. A friendly and upbeat attitude is an easy way for you to add positive value to a Managers experience with the officials.

Authority.

• Giving a Manager a small amount of control over the situation allows them to express their needs more easily, and helps you meet those needs.

Understanding.

• A Manager wants to feel that you understand their circumstances and feelings. You should always put yourself in the manager’s situation and empathize with them.

Fairness.

• Managers want to be treated fairly, and usually become upset when feeling they have been wronged. You should treat all managers in a reasonable manner and develop the most objective solution possible.

Information.

• Managers are most satisfied with the officiating process when they are informed about the rules, policies, and procedures you and your crew follows.

 

 

How do Managers evaluate officiating?

Remember how Managers evaluate officiating quality with the acronym S E R V E

(S) Style and Substance.

• Managers evaluate the officiating they receive based on the competence and confidence you demonstrate. You must be knowledgeable and courteous to assure Managers that you know, and care about, what you are doing.

• Substance backs up good style. Good substance is characterized by the following:
  • A high level of rule knowledge
  • A broad knowledge of all areas in your game
  • Good listening skills
  • The ability to recognize problems and apply problem-solving skills

(E) Empathy.

• Acting in a caring manner and giving individual attention is a positive way to add the human touch Managers expect to the officiating being provided.

(R) Resourcefulness.

• When Managers make challenging requests, you need to find ways to fulfill their needs. Use creativity and flexibility to find an approach that will satisfy the situation.

(V) Value.

• Managers are always looking for the most value possible. You need to provide the highest quality officiating to each association you serve.

(E) Efficiency.

• Managers generally have an idea of the length of time they will have to wait for a response. Be aware of this time frame, and respond to their requests as quickly as possible.

 

 

Let the Manager vent

When Managers have a problem and are upset, they want to express their feelings about the issue. Trying to resolve the situation without first listening to the Manager’s feelings is counterproductive, and the Manager gets even angrier if you try to stop or interrupt them.

It is important to let the Managers vent their frustrations before you try to solve their problem, or they will not be able to concentrate on what you have to say. Do not interrupt, no matter how badly you may want to, since breaking in while the Managers is venting will lead them to believe you are trying to stifle their opinion. This action will do nothing but further anger them.

In addition, allowing a Manager to vent shows that you are willing to acknowledge that there is a problem.

Wait before responding

Let what the Managers has said sink in for a moment and contemplate what they are trying to communicate before you respond. Doing this will not only demonstrate that you are giving the Managers concerns your full consideration, but will allow you an opportunity to decide how to respond.