Customer Service for Supervisors and Managers
Leadership for Supervisors and Managers
In this program, managers will learn and build on skills that will enhance their management capability. This is a hands on series of half day modules, each module addressing one topic that is of importance to successful managing. In these progressive sessions, participants will learn new skills, then try them out both in class and at work, and discuss successes and challenges in subsequent sessions. An underlying theme of coaching for performance will support each topic as participants learn, refine and create increased excellence in managing their teams!
What you will learn
Module 1: Leadership Overview
Discuss elements of successful leadership
Explore what makes a successful leader
Identify key responsibilities of a leader
Discuss models of Leadership
Overview a Performance Planning Model
Solidify your departmental and team goals and values
Module 2: Communication skills
Identify four styles of communication
Listening skills
Asking questions
Non-verbal communication
Module 3: Teambuilding
Assess your teams strengths and areas for development
Identify 4 stages of group development
Define what stage your team/s are in
Module 4: Motivation
Learn current theories of motivation
Discuss what motivates and de-motivates each style of team member and how to increase their motivation
Module 5: Coaching
Identify the steps in results oriented coaching
Using DiSC as a base, discuss how to best coach your team members for positive performance and growth
Learn the top 10 skills of effective coaches
Establish performance expectations for your team
Module 6: The Coaching Meeting
Discuss how to create trust and confidence with your team
Learn to structure a coaching meeting
Explore how to delegate responsibility
Identify how to create a sense of ownership on the team
Developing an action plan
Module 7: Feedback
Techniques to Deliver Positive feedback
Explore how to communicate corrective and developmental feedback
Approaches to solicit feedback for improved leadership and coaching
Module 8: Managing Conflict
Identify your style of conflict using a diagnostic tool
Discuss causes of conflict
Learn what is needed in conflict
Understand the conflict style of your team members and peers
Learn key steps to best manage conflict with each style
Explore the difference between Assertive, Aggressive and Passive Aggressive behavior styles
Learn techniques to best enhance the performance and minimize issues with each behavior style
Module 9: Managing Performance Problems
Learn key steps in identifying and managing performance problems, minimizing impact to the team
Investigate, assess and take action on the root of the problem
Learn 2 different models to handle Performance Problems
Module 10: Leading Change
Using a diagnostic tool identify your personal style in leading change
Identify 5 key dimensions of effectively leading change
Learn to model change and communicate it positively and realistically
Seminar Tools
A variety of diagnostic tools, videos and exercises are utilized in this program
Who should attend
Managers and supervisors in any functional area that want to improve their leadership skills.
