Supervisory Excellence

Length:	2 Days
Audience:	Managers and above

Benefits:

This 2 day course builds upon, strengthens, and expands key skill sets taught in Supervisory Basics.  This course will help participants learn the skills necessary to achieve supervisory excellence and will identify specific points they can follow to achieve greater productivity and meet their objectives.

Objectives:

• Managing
  • Understand the skills of effective management
  • Identify strengths and improvement areas
  • Provide opportunities to practice new skills
• Communicating
  • Understand that messages are made of words, tone of voice, and nonverbal language
  • Understand what makes a message clear and concise
  • Identify barriers to communication and learn how to overcome them
  • Identify the components of effective listening
• Performance Standards
  • Define goals, objectives, and performance standards
  • Identify performance standards that are Specific, Measurable, Achievable, Relevant, and have a Time-frame (SMART)
  • Explain the importance of employee involvement and negotiation when developing performance standards
• Delegation Skills
  • Understand the strength of effective delegation
  • Understand why you must explain the need for delegation
  • Know how to utilize the participation of the employee to create interest and motivate the employee
  • Follow-up with employees to ensure that delegated tasks are accomplished
  • Realize that employees to whom you delegate tasks require not only responsibility, but also appropriate authority
• Coaching Employees
  • Understand that coaching is a one-on-one activity that encourages participation through demonstration
  • Understand the importance of observing and relating to the employee in an effective manner what performance changes need to occur
  • Understand the importance of involving the employee in the coaching session to:
    • Encourage understanding
    • Gain employee commitment to the performance change
• Positive Discipline
• Understand the need for training and counseling before starting a progressive discipline program
• Focus on performance issues in the workplace
• Realize the importance of employee participation in the disciplinary process
• Understand the need for clear documentation and counseling during disciplinary meetings

•  Handling Complaints & Conflicts
  • Distinguish between personality clashes and work structure problems that create conflict
  • Create an environment that is cooperative and addresses conflicts when they occur
  • Assist employees involved in conflicts to understand the other’s point of view, focus on the facts, and agree on a solution
  • Understand that all complaints are important and must be handled professionally and appropriately and not ignored
  • Understand the importance of getting to the real cause of the complaint
  • Get the employee to take ownership, along with the manager’s assistance, to handle complaints effectively
• Problem Solving
  • Understand and apply the STOP method for problem solving
  • Stop the “cycle of pain”
  • Realize that quick fixes address symptoms, not the real problem
• Time Management
  • Understand how you use your time
  • Manage your time
  • Prioritize for increased effectiveness
  • Plan your time
  • Organize your work
• Change
  • View change and the anxiety it can cause employees as natural, inevitable parts of organizational life that can be dealt with through effective leadership
  • Understand the importance of planning change carefully to give employees adequate time to provide input and adapt to the change
  • Better assist your employees’ adjustments to change by being well-informed and clearly explaining the reasons for change
  • Involve employees in the process of change by encouraging them to ask questions and voice opinions and then respond to their questions fully and honestly
  • Ask your team members to make an effort to accommodate the change
  • Follow-up on the initial meeting to make sure the process of adjustment to the change is going forward