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Supervisory Skills

Introduction

Supervisors play an important role in any business, as the connection between management and workers. It is the supervisors that must guide, train and motivate workers so that they can achieve the goals set by management.

In order for a supervisor to carry out their tasks effectively, they need an in-depth knowledge and a wide range of skills. Obviously, they will need to have the technical background knowledge of the area that they are supervising. However, just as importantly, they will need to know how to deal with the people in their teams as well as their managers and the general public.

Course Aim

This course will look to build new skills in the above mentioned areas, as well as refresh those skills that they already hold and give them a chance to practice them in a 'safe' environment. They will also gain a greater knowledge of the characteristics of an effective supervisor.

Course Objectives

By the end of this course, delegates will be able to:

  • List the role and responsibilities of the supervisor and the management process
  • List and display effective communication techniques
  • Describe how to motivate themselves and their team to achieve high performance
  • Explain how to manage and monitor their team using international HR practices and principles
  • Demonstrate how to manage their self using time management and delegation techniques
  • Display the skills and behaviours required to deal with difficult people and problem solving

Course Content

Course content includes:

Understanding Their Role and Their Staff

  • The Role of the Supervisor and the Management Process
  • The Power of Communicating effectively
    • What constitutes effective communication
    • Barriers to successful communication
    • Perceptions and how they effect interpersonal communication
    • Questioning and active listening skills in a supervisory role
    • Understanding the high impact elements of body language
      • Interpreting body language to find out what is really happening
    • Communicating assertively
      • Saying 'no'
      • Communicating difficult or unpleasant information
      • Giving constructive feedback as a motivational strategy

Leading and Motivating Your Team

  • Motivating Styles of Leadership
  • Situational Leadership Styles - DVD Presentation (Ken Blanchard)
  • Motivate yourself to inspire others - personal motivation style profiling
  • The needs of achievement, power and affiliation (Dean Spitzer)
  • Expectancy theory and motivation (Maslow, Macgregor and Hertzberg)
  • Building a positive work environment in a banking environment
  • Giving positive feedback as a motivational strategy
  • The development of effective teams using the Four Stages of Team Development
  • The best of motives DVD

Managing Your Team

  • The Recruitment process
    • An overview of how to recruit the right person and the 'costs' of not getting it right first time
  • Job analysis
  • Working with HR to find the right person for the job
  • Job descriptions
    • Providing information for job adverts and the requirements of the role
  • Interviewing techniques
    • Tips and techniques to find out what you need from a prospective employee
  • Managing and monitoring performance
    • Performance management techniques to assist with performance reviews and appraisals whether annually, quarterly or monthly
    • Keeping effective records for performance reviews
    • The basics of coaching and keeping coaching records

Managing Yourself

  • Principles of Good Time Management
  • Time Trap - DVD Presentation
    • Top Tips to assist with Time management
      • Setting goals and objectives
      • The Pareto Principle and the Priority Grid
      • To do lists
      • Time wasters
      • Interruptions
      • Procrastination
      • Paperwork
      • Delays / Dead time
      • Communication
      • Task management
      • Stress management - including stress DVD and personal stress testing
      • Delegation
    • Developing a sustainable time management action plan
  • Delegation- A working definition
  • The benefits of delegating for the organisation, yourself and the individual
  • The barriers to effective delegation
  • Delegation as a development tool

Problem Solving and Difficult People

  • How to work effectively with peers, managers and subordinates
  • Identifying and understanding difficult people and situations
    • Strategies for dealing with these people and personalities
  • The steps for effective problem solving and decision making
    • Developing a problem solving environment
    • Encouraging creativity and innovation
  • Problem solving models - options for decision making
    • Brainstorming
    • Six thinking hats
    • Fishbone diagrams
  • Applying problem solving and decision making steps in live situations
    • Case studies
    • Practice scenarios
  • Problem solving and resolving conflict in the workplace
    • Dealing with conflict
    • Dealing with change
    • Skills practice

 

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