Tuesday 18 October 2016, 10:00 - 17:00
Programme Aim & Objectives:
The objectives for this two day programme are to equip the Supervisory Team in your business with the skills to enable them to
manage their teams,
motivate their teams,
manage daily staffing issues,
understand legal impacts,
monitor job performance effectively,
acquire strong communication skills and
understand the psychology of service.
There will be very practical homework given so that they can practise new found skills on the job. Sharing their learning journal with us will form part of their review.
Introduction and an overview of the two days
Module 1 – The Law
Supervisors should have a clear understanding of all the relevant legislation pertaining to the smooth running of their business.
Module 2 - Performance Management
What is Performance Management?
Recruitment - getting it right and the use of competences
Setting SMART objectives
How to give Feedback (positive and negative)
Setting development objectives
Job chats and counselling sessions - when and why
Role play (practice and demonstrate what you have learned)
Getting it right from day one with new hires is the key to success. Taking a practical approach, this module will help supervisors to gain an understanding of the importance of performance management. Through role play and practice pieces, they will develop the skill and a level of comfort in adapting these techniques in the workplace.
Module 3 - Motivation:
'Different strokes for different folks'
What motivates and what demotivates
'The carrot or the stick
Practical Steps that can be taken to motivate the team.
At the end of this module participants will have learned about motivation and motivating factors and will have a variety of techniques they can use to motivate their teams.
Module 4 - Time Management:
Why time management is necessary
Time wasting culprits
How to use time effectively
Goals, Prioritising, Planning and Scheduling.
Dealing with interruptions
Practical Tips for: meetings, telephone conversations, emails and paperwork.
This module will help participants to acknowledge why the effective use of their time is so important. They will have practical tools that will help them to make best use of their time. They will gain an understanding of the actions and steps they need to take in order to achieve their tasks and meet their deadlines.
Module 1 - Being Present/Body Language
Importance of being ‘present’
Being open and approachable
Establishing a strong, professional posture on our feet or at a meeting
Participants will understand the importance of body language and the effect it has on guests and other members of staff. They will learn how to adopt a ‘work’ posture that is both comfortable and assertive. The Body Language Exercises will recur throughout the rest of session, underpinning everything we do ‘on the job’.
Module 2 - Communication Skills 1
Written communication skills
Supervisors should know how to write clear, concise instructions, take clear notes that can be passed on to other members of staff, or checked by themselves, at a later date.
Communication Skills 2
Understanding the different types of people and how to communicate most effectively with them
What are the different types of personalities on your team?
How to effectively deliver team briefings; what do I need to communicate?
Role playing the ‘What ifs’. What if I need to talk to a difficult member of staff? What if a member of staff is clearly in a bad mood/has a bad attitude on a given day?
Supervisors should know about, and actively use different communication strategies to motivate and inform their team.
Communication Skills 3
Dealing with complaints
Group work, strategies for dealing with different customer types
Role play of the above scenarios with feedback from participants on what works and what does not
Supervisors should be able to handle complaints successfully and professionally without the need to bring the complaint higher up.