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Supervisory Skills for Production, Service, and Support Team Supervisors

Develop Skills and Behaviors that Supervisory Team leaders Use Daily

Major focus:

1. Use Personal Behavioral Styles (DISC) to self-assess, read others, and adapt to their communication and motivational needs

2. Establish goals, responsibilities, and performance expectations

3. Give positive feedback when expectations are met

4. Confront when expectations are not met

5. Be emotionally intelligent in dealing with emotional responses, conflict, and irrational behavior

6. Focus on maintaining the unorganized environment

Delivery methods:

• Instructor led on-line training
• One-on-one coaching
• National / annual Team Member meeting topics with break out sessions
• Classroom instruction emphasizing technique practice with role-plays and case studies

Tools to lead and supervise in the work environment:

• Describe skill qualities to lead in today's work environment.
• Use an understanding of communication styles to develop strategies for applying effective personal and interpersonal skills to relationships in the workplace.
• Apply motivational insights to formulate a plan to maximize the achievement and contribution of each team member to become a top performer.
• Make decisions using business acumen knowledge and insight.
• Apply process and procedure analysis to cost justify change initiatives.
• Help team members set goals, objectives, strategies and means of measurement for effective planning and decision-making.
• Recognize and give feedback for performance that meets expectations.
• Counsel with team members to implement developmental performance improvement plans to improve weak areas.
• Confront when needed in a forthright manner.
• Use modern coaching skills to maximize performance.
• Apply the trust equation: credibility + reliability + intimacy / self-promotion.
• Recognize and use logic and emotions to get buy-in on change initiatives.
• Mentor top performers for career development.
• Describe different sources of conflict and the advantages and disadvantages of five varying responses to conflict.
• Implement disciplinary actions within the context of legalities.
• Listen, learn and understand.
• Conduct effective team meetings that keep team members focused and energized.

Front-line team leaders with supervisory responsibilities must use a variety of tools to maintain good relationships with workers while using a no-nonsense approach when quality, safety, and production numbers are needed. Positioned between the demands of management and front-line team members, these supervisory skills must include the ability to juggle the various priorities and ambiguities while maintaining production and keeping to the budget. Supervisory skills training makes that juggling easier and more effective. In turn, the team leader has time to be proactive and entrepreneurial in exploring new and better ways to keep performance high and costs low.

Unfortunately in this time of critical cost control, organizations promote from within and don't invest in supervisory skills training to develop competencies of the new team leader. As a result, the attitudes, behaviors, and approaches are perpetuated by new supervisory team leaders "intuitively" in what they feel is the most effective approach. And without supervisory team leader skills training how did they learn the approach? By observing previous supervisors? By listening to others? By reading books? By watching television? In these highly competitive times can you afford to let the performance of your organization be left to how it was done in the past? This course is the base foundation of supervisory kills development training. It will ground the supervisory team leader, whether new or seasoned, in proven fundamental skills to gain a competitive advantage and to meet the organization's goals and objectives.