Supervisory Skills For Process Improvement & Customer Service

Type: Class lectures, practical exercises, participative training videos

Duration: Number of sessions: 10 sessions

Length of sessions: 4 hours

Total hours: 40 hours

Target audience:

The course is designed for supervisors and lead employees from all types of organizations, profit or non-profit, public or private, service or manufacturing.

Typically these people are leads, first line supervisors, or mid-level managers responsible for implementing strategic and tactical plans, supervising the accomplishment of daily work tasks by resource management of labor, facilities and equipment, and providing on the job training and coaching to enhance the skills and development of their direct reports. The Communication and Teamwork Class is a recommended prerequisite.

Summary of content:

Purpose and benefits of developing supervisory skills.

The role of the supervisor and application of situational leadership skills.

Tactical planning, time management and supervisory efficiency techniques.

Improving employee performance; empowerment, coaching, on-the-job training.

Employee development issues: motivation, standards, performance reviews.

Behavior, consequences, conflicts, complaints, problem resolution

Supervising teams, group dynamics and resolution of team conflicts

Objectives and benefits:

The students will develop abilities to motivate, train and empower their direct reports, and use situational leadership skills to optimize employee performance and enhance employee development. Participants will be able to list, discuss and demonstrate the diagnoses of employee developmental stages, and application of appropriate leadership styles: directing, coaching, supporting or delegating.

Participants will be able to demonstrate the establishment and review of standards and objectives and be able to plan and conduct effective performance reviews. Students will be able to develop milestone charts and daily plans for effective time management and allocation of resources

Originator: Gene Oster

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