ascent-world.com

Overview

Effective supervisors are critical to the continued positive contribution of others and therefore critical to creating a climate for success.  This 5 day program teaches supervisors the fundamentals of supervisory skills including: the role and behaviors of an effective supervisors; motivation; interpersonal skills; effective delegation; organization / time management; and problem solving & decision making.

Target Audience

Supervisors.

Duration

5 days.

Participants Per Program

Objectives

To ensure that supervisors understand and appreciate their role within the company.

To provide supervisors with the tools and techniques to successfully manage their departmental teams.

To support supervisors in building their confidence to perform managerial duties.

Content

Program Modules:

Module 1 - The Role and Behaviors of an Effective Supervisor

The accountabilities of a supervisor.
The supervisor's role in the implementation of high customer service standards.
The behaviors of an effective supervisor.
Leading the team - creating 'follower ship'.
Setting the pace and the example.

Module 2 - Motivating the Team

Motivation theory.
How this works in practice.
The role of motivation in customer enthusiasm.
Encouraging team spirit.
The importance of recognition.
How to provide feedback (positive and negative) to improve performance.

Module 3 - Interpersonal Skills

Choosing your approach to get optimum results.
Assertiveness - building self confidence.
The importance of 'win win'.
Showing respect and gaining trust.
The power of non verbal communication.

Module 4 – Organizing & Time Management – Part One:

The difference between efficiency and effectiveness.
Pro activity and reactivity.
The basics of time management.
Prioritizing (ABC theory).
Working smarter not harder.
Time logs - their use and value in improving time management.

Module 4 – Organizing & Time Management – Part Two:

Assessing the use of your time.
Tools and techniques for better organization.
Using diaries, planners, to do lists.
Identifying and avoiding your 'time robbers'.
Dealing with interruptions and disruption.
Contingency planning - making room for a crisis!
Using people to manage your time better.

Module 5 - Delegation

What is delegation?
Benefits of delegation.
Dealing with the 'quicker to do myself' mentality.
Empowering staff.
Setting clear objectives for tasks.
Creating effective follow up processes.

Module Six - Problem Solving & Decision Making

Creating an environment for problems to be highlighted early on.
Taking responsibility when things go wrong.
Identifying the root cause not the symptom.
Encouraging staff to come up with options and action plans.
Lessons learned - learning from our mistakes.
Process to decision making.
Analyzing ones decisions.
Accepting responsibility.

Our Approach