Supervisory Skills Training

SUPERVISORY SKILLS – A THREE DAY PROGRAMME


INTRODUCTION

Research has consistently shown that the supervisor/team-leader is key to the morale and productivity of front line staff.

As the business environment becomes increasingly challenging it is vital that your people are equipped to manage their staff, oversee and help develop better working practices and ensure that customer satisfaction and key objectives, such as targets and service level agreements are achieved.

LEARNING AIMS

Participants attending the programme will learn:
How to set and achieve goals and targets for self and the team
How to deliver a brief so staff take on goals and tasks with enthusiasm
How to trouble shoot and solve performance problems
How to coach the team and keep them motivated and morale high even in difficult periods
How to implement a performance management and appraisal system
How to build a culture that people want to be a part of

WHO SHOULD ATTEND

Managers, supervisors and team leaders wishing to develop their skills to the next level as well as those who are new to the role.
HR professionals and trainers who want to bring about changes in performance or development of staff.

OVERALL AIM OF THE PROGRAMME

This programme will be of benefit to all participants seeking to:

• Increase efficiency through better use of resources
• Improve morale, team work and staff retention
• Increase customer satisfaction

PROGRAMME OUTLINE

Day one: Proactive people management – session one

Understanding the unique role of the supervisor
The importance of briefing
Effective delegation skills
Understanding leadership roles and your preferred method
Taking a proactive stance in anticipating issues and managing people
Recognising and working with your own motivational drivers
Troubleshooting performance problems – understanding the links between behaviour and results
Feedback skills – praise and reprimand
Dealing with difficult staff situations – such as underperformance, lateness and absence
Managing mental, physical and emotional states when facing difficulties

Day two: Driving business growth through the use of monitoring, metrics and systems

Interpreting strategy and honing your commercial focus
Understanding and applying the performance management system to your business
The importance of key performance indicators
Using Key Performance Indicators,( KPIs), Service Level Agreements (SLAs) and other measures
Using Management Information Systems (MIS)
Recognising performance gaps and identifying their causes
Levering performance – exploring options, procedures and ‘what if…’ scenarios
Levering performance – making it happen

Day three: Building a quality culture through effective coaching

Defining the role of coaching, mentoring and training
Understanding why coaching is important – the benefits to clients, staff, managers and the company
Choosing the coaching process and documenting performance
Implementing the coaching cycle
Recognising the strengths and development needs of your team
Running a formal coaching programme
Utilising a range of coaching styles, tools and techniques
Fine tuning interpersonal and communication skills – including addressing non-verbal signals
Choosing a coaching style appropriate to your staff member
Reviews of key methods, and techniques to take back to the workplace
Setting objectives for achieving or increasing performance standards and levels of customer service.
Translating your objectives into a workable plan of action.
Anticipating implementation issues and gaining the cooperation of colleagues in the workplace

Delivery:	In house
Category:	Introduction to Management