At the completion of this course, Managers and Supervisors will be able
to manage expectations by:
- Using communication styles
to develop strategies for applying effective personal and interpersonal
skills to relationships in the workplace.
- Using motivational insights
to formulate a plan to maximize the achievement and contribution of
- Helping employees set goals,
objectives, strategies and means of measurement for the department and
- Rewarding and recognizing
performance that meets expectations.
- Working with employees to
implement performance improvement plans to improve weak areas.
- 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
- Appraise performance.
- Give and receive feedback.
- Rewards and recognition.
Module Four - When expectations
are not met
- Apply the four step evaluation
- 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
- Understand what makes conflict
so "difficult" to handle.
- Determine the value of "handling"
- Identify and practice approaches
to resolving conflict.
- Understand and use a step-by-step
process in resolving conflict.