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Managing Expectations

Course Objectives:
At the completion of this course, Managers and Supervisors will be able to manage expectations by:

  1. Using communication styles to develop strategies for applying effective personal and interpersonal skills to relationships in the workplace.
  2. Using motivational insights to formulate a plan to maximize the achievement and contribution of each employee.
  3. Helping employees set goals, objectives, strategies and means of measurement for the department and individually.
  4. Rewarding and recognizing performance that meets expectations.
  5. Working with employees to implement performance improvement plans to improve weak areas.
  6. Resolve conflicts with peers, colleagues and managers.

Module One - Supervisor Principles and Motivational Practices

  • Role and responsibilities of a Supervisor.
  • Understand motivational principles (Maslow, Herzberg, MacGregor.)
  • Identify behavioral and motivational needs of individuals:
    · Self-assessment with the Personal Profile System.
    · Understanding others.
    · How to create an environment where someone will take action.
  • Understand how Emotional Intelligence impacts performance.
  • Use assertive communications techniques with employees:
    · Adult - Parent - Child communications conditions.
    · Four techniques to be assertive without being aggressive.
    · Reacting to defensiveness and anger.

Module Two - Establish expectations

  • Greet new employees.
  • Establish performance expectations.

Module Three - When expectations are met

  • Appraise performance.
  • Give and receive feedback.
  • Rewards and recognition.

Module Four - When expectations are not met

  • Apply the four step evaluation process.
  • Establish action items using the Coaching Analysis Process Model.
  • Interact with the employee using the 'care-fronting' coaching process.
  • Take disciplinary action.

Module Five - Conflict Resolution

  • Define conflict and understand the sources of conflict.
  • Understand why we have conflict - Perceptions.
  • Understand what makes conflict so "difficult" to handle.
  • Determine the value of "handling" conflict effectively.
  • Identify and practice approaches to resolving conflict.
  • Understand and use a step-by-step process in resolving conflict.