This course has been designed to provide these professionals with the skills necessary to overcome many of the problems encountered as a supervisor, and will ultimately propel them into strong leadership roles!

Through a highly interactive program, participants will learn about the role and responsibilities of their new position, while developing or enhancing skills such as listening, communication, conflict resolution, and providing feedback. They will also work through challenges that include hostility, complaints, and keeping employees motivated.

Course Topics:

Session One: Course Overview

Session Two: Pre-Assignment Review

Session Three: Making the Transition

·       How Will My Role Change?

·       Questions Supervisors Have

Session Four: Responsibilities of a Supervisor

Session Five: Key Behaviors and Attitudes

·       Building the Right Environment

·       Motivation from Within

·       Committing to Lifelong Learning

Session Six: Setting Goals

·       Know Where You Are Going

·       Setting Goals with SPIRIT

Session Seven: Planning for Success

·       How Can Planning Help Me?

·       Getting Things In Order

·       Mastering E-mail

·       Time Management Tips

·       The Parts of a Good Plan

·       The Next Steps

Session Eight: Active Listening Techniques

·       About Active Listening

·       Key Listening Skills

·       Tips for Becoming a Better Listener

Session Nine: Communication Skills

·       Questioning Skills

·       Probing Techniques

·       Pushing My Buttons

·       What Is Said and What Is Heard

·       Managing Our Non-Verbal Messages

Session Ten: Giving Feedback

·       Six Characteristics of Effective Feedback

·       Skill Building

·       Receiving Feedback

Session Eleven: Giving Instructions

Session Twelve: Orders, Requests, and Suggestions

·       Defining the Terms

·       Making Connections

Session Thirteen: Managing Conflict

·       The Conflict Resolution Process

·       Breaking Down the Process

Session Fourteen: Managing Challenging Situations

·       Steps for a Difficult Conversation

·       Case Studies

Session Fifteen: Developing Relationships

·       Understanding Your Relationships

·       Establishing Credibility

·       Recommended Reading List

·       Personal Action Plan