Supervision/ Management I
Module 1: Roles, Expectations and Responsibilities
o Span of control and sphere of influence
o The multiple roles of a supervisor
o Organizational trends in the new millennium
o The transition to supervising
o Key competencies of success

Module 2: Effective Managerial Communication
o The elements of communication
o Perception: Looking through the lens
o Verbal and non-verbal communication
o Listening styles
o Why communication breaks down

Module 3: Establishing Effective Workplace Relationships
o Getting the job done through others
o Components of healthy relationships
o Payoffs of healthy relationships
o Nine spheres of Influence
o The value of introspection
o Do you "walk your talk"?

Module 4: Performance Driven Leadership
o Effective leadership skills assessment
o The four traits of leadership
o Situational leadership
o Employee readiness analysis
o Giving away power
o Traits of an innovative leader

Supervision/Management II
Module 1: The Supervisor's Role in
Impacting Performance
o Why focus on performance?
o Creating a motivational climate
o How employees assess management effectiveness
o Leader's impact on performance
o The performance management cycle

Module 2: Supervising for Success
o Coaching and counseling
o Measurement and accountability
o Training effectiveness
o Getting the most from your performance evaluation process

Module 3: Managing Time and Successful Delegation
o Time management and reality
o Delegation tips and guidelines
o Four phases of delegation
o Conducting better meetings

Module 4: Real World: Risk Taking; Decision Making; Problem Solving
o Problem-solving principles
o Seven steps to solving problems
o Resource and barrier analysis
o Risk taking

Supervision/Management III
Module 1: The Supervisor's Role In a Changing Environment
o Change leadership
o The change cycle
o Our capabilities vs. our challenges
o Eight reasons change efforts fail
o Fourteen principals of productive change
o The change wheel

Module 2: Supervising and Leading Teams
o What is a team?
o The four stages of team development
o Pitfalls and progress
o Goal setting

Module 3: Successful Conflict Resolution
o Effective decision making
o Definition of workplace conflict
o Strategies and styles in resolving conflicts and negotiating
o Diffusing the hostile employee
o The conflict resolution process

Module 4: Mutual Interest & Negotiation Skills
o Stepping to their side
o The stages of negotiation
o Common mistakes in negotiations
o Becoming anticipatory
o Communicating into resistance
o Negotiation Commandments

Supervision/Management IV
Module 1: Creating and Maintaining an Ethical Workplace
o Why Ethics?
o The ethical traps
o Your ethical orientation
o Examining the ethics of a business decision
o Separating perception from reality

Module 2: Organizational Well-Being
o What is a "safe environment"
o Creating a safe workplace
o Coping with stress
o Sexual harassment
o Workplace Violence
o Developing an Action Plan

Module 3: Delivering Exceptional Customer Service
o Would you do business with yourself?
o What do customers want?
o Your customers: the big picture
o Hiring customer-service focused people
o Practical tips for improving customer service

Module 4: The Supervisor's Role in Continuous Improvement
o Continuous improvement: background
o Key Principles
o TQM
o The theory of constraints
o The role of benchmarking