Toolkit

This 1:1 Agenda Template - created for supervisors and managers - is designed to:

• Foster leadership effectiveness
• Boost day-to-day efficiency
• Build trust and psychological safety
• Enhance motivation and engagement.

This collaborative tool ensures impactful and meaningful one-on-one discussions, benefiting both managers and employees.

• 1:1 Agenda Template

Learn what customer de-escalation (also known as verbal de-escalation) is, why physical force should be avoided, and tactics to effectively de-escalate customer conflict situations. 

• Access the Recording: On our Online Courses webpage, under the "Customer Service" section. 

Course Resources:

• Customer De-Escalation Slides
• Customer De-Escalation "One-Sheeter"
• Customer De-Escalation 11 x 17 Print-Out 
  • Printable on 11 x 17" paper to display in your workspace(s).  

"'Disability Justice: An Audit Tool' is aimed at helping Black, Indigenous and POC-led organizations (that are not primarily focused around disability) examine where they're at in practicing disability justice, and where they want to learn and grow." - Northwest Health Foundation

• Access the Tool: Disability Justice: An Audit Tool

To discuss this tool, or to learn more about Disability Justice at the City of Madison, reach out to the following contacts:

• Rebecca Hoyt at RHoyt@cityofmadison.com - Disability Rights and Services Specialist, Department of Civil Rights
• Tory Larson at VLarson@cityofmadison.com - Occupational Accommodations Specialist, Human Resources

The Organizational Development Unit (OD) and the Employee Assistance Program (EAP) have created these three resources to help employees and their supervisors identify, converse about, and address root causes of burnout.  

• Identifying and Preventing Burnout
• Identifying and Preventing Burnout - For Supervisors
• Two-Minute Burnout Check-Up

These resources, designed to supplement our Feedback Courses, includes comprehensive materials and sub-topics on the art of giving and receiving feedback. 

Individual Resources:

1. Feedback Foundations
2. Tips & Common Pitfalls
3. Receiving Feedback

Combined Packet: Effective Feedback Resource Packet

Additional Feedback Tools:

• The Engaged Feedback Checklist - from Brené Brown

Additional Feedback Learning Channels:

• Register for Upcoming Feedback Courses
• Access an Online Recording of past Feedback Courses
• Request Team-Specific Feedback Trainings for your Agency

If you're looking for a structured process to create and communicate an action plan, look no further! Use this plan to communicate with others to achieve personal and professional goals.

• Fillable Individual Development Plan (IDP)

These communication resources are designed to enhance communication effectiveness. This is vital for:

• Developing high-performing teams
• Fostering psychological safety
• Increasing collaboration and innovation

Use these resources to help build stronger, more dynamic teams.

Individual Resources:

1. Empowering Questions
2. Types of Listening
3. Acknowledge and Validate

Combined Packet: Interpersonal Communication Resource Packet

Use this checklist as a guide for creating clear, concise, and effective presentations for your audience(s). 

• Presentation Guideline Checklist

Included are tips for:

• While you're preparing your presentation materials
• When you're presenting
• Additional considerations to shape your content

A SOP is a set of step-by-step instructions compiled to help staff carry out routine operations. SOPs aim to achieve efficiency, quality output, and uniformity of performance while reducing miscommunication and failure to comply with industry regulations (if any apply).

Use these resources to begin to build your own SOP library for knowledge transfer and procedure documentation.

• SOP Creation Tip-Sheet
• SOP Creation Tracking
• SOP Template

Use the Team Meeting Agenda Template to help facilitate your team/unit discussions and increase meeting effectiveness. 

• Team Meeting Agenda Template

The City holds five core values at the forefront of our operations. These values function as a guide for employees to make decisions related to the services we deliver to our community, and as a way to ensure our employees grow confidence in our ability to do our jobs well.

• From Values to Action Learner Activity

This can also be found within our Supervisor Resources under Onboarding. The Supervisor Resources are a directory of information and tools that support City of Madison Supervisors in their day-to-day management work.