Course Objectives:
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
each employee.
- Helping employees set goals,
objectives, strategies and means of measurement for the department and
individually.
- Rewarding and recognizing
performance that meets expectations.
- Working with employees to
implement performance improvement plans to improve weak areas.
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 generational
differences in motivational needs and values
- 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
- Handle employee complaints
- 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
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