Yomna Bashir, October 2014

Supervisory Skills

Supervisory Skills, October 2014

Ground Rules

Supervisory Skills, October 2014

By the end of the 5-day sessions, you will be able to:“increase your competence and confidence in your role as supervisors thereby improving employee and guest satisfaction”

Objectives

Yomna Bashir, October 2014

Day (1) - Supervisory Role & Quality

Supervisory Skills, October 2014

All People want to be:Treated with dignity and respectAsked rather than told to somethingTold why they are being askedOffered options rather than threatsGive a second chance.

Dr. George Thompson, PhD

Supervisory Skills, October 2014

By the end of today session, you will be able to:

Day (1) Objectives

Describe how you impact the Service Profit Chain

Understand the meaning of Peak Performance

Review your role and responsibilitiesSupervisory Quality & Organizational

Behavior

Supervisory Skills, October 2014

Service Profit Chain

Supervisory Skills, October 2014

Peak Performance

The formula for Peak Performance

Performance = Potential - Interference

Supervisory Skills, October 2014

Peak Performance

The formula for Peak Performance

Performance = Potential - Interference

Supervisory Skills, October 2014

Have a GoalBe Focused on your goal.Take Action to achieve your goal.Be persistence, despite several

failures.

Peak Performance

The ingredients to overcome the Interference :

Supervisory Skills, October 2014

Personal Behavior Transformation

Attitude is the little thing that makes a lot of difference in life.

Thinking positively, only increases your attitude, gives additional energy.

One who has the talent is not always the one who achieves, only those who have discipline to follow-through achieve.

Supervisory Skills, October 2014

Love what you do,; you will produce good results.

Faith in Yourselves will push you to take action, even when there is repeated failure

Personal Behavior Transformation

Supervisory Skills, October 2014

Old School Chain of Command

Supervisory Skills, October 2014

Supervisory Qualities

Develop Passion in the person for the work he is doing you need not supervise him at all.

Supervisory Skills, October 2014

You be on time, You do not talk unnecessarily You be regular to work You show the enthusiasm and

commitment. You do things which are respectable You be disciplined in your actions and

words.

Supervisory Qualities

Earn Respect:

Supervisory Skills, October 2014

You are responsible for the results, unless there was deliberate disobedience of your order or a sabotage from the workers.

Be Accountable:

Supervisory Qualities

Have Social Skills:

Criticize privately, praise publically.

Supervisory Skills, October 2014

Many labour issues arise because the workers do not feel they have been treated fairly and equally.

Expect good work from everyone.

Be Fair:

Supervisory Qualities

Be Adaptable:

Be ready to manage changes efficiently; be willingto learn

Supervisory Skills, October 2014

Maintain self-control; don'tlose temper. Do not shout; do not swear.

Be Cool & Calm:

Supervisory Qualities

Be Approachable:

Without shutting off feedback by scolding, judging, moralizing and give importance to their concern. Listen to workers, managers, customers.

Supervisory Skills, October 2014

Effective supervisors possess thorough knowledge of the each worker’s job.

Know their job:

Supervisory Qualities

Make Things Happen:

When others are intimidated or overwhelmed, jump in front and show “it can be done ”

Supervisory Skills, October 2014

Have courage to try new methods Help others to do in a new way

Be Innovative:

Supervisory Qualities

Be Proactive:

Take initiative and make things happen.

Supervisory Skills, October 2014

Have courage to try new methods.

Give clear Instructions and ensure it is understood correctly.

Be Committed & Responsible:

Supervisory Qualities

Supervisory Skills, October 2014

You do not do the job; train others to learn the job, instead.

Cross train the people in different functions.

Be a Good Trainer:

Supervisory Qualities

Supervisory Skills, October 2014

1. Tell – what how, why and when

2. Show – Each step and verbalize

3. Ask- Any questions? Can you do it on your own? Etc.

4. Have them to do – Make them to verbalize the process while doing.

5. Observe – give feedback

6. Check – Check output for correct performance.

6-Step Skill Training

Please follow the steps below:

Supervisory Skills, October 2014

1. Lack of Knowledge, skill and/or lack of instructions.

2. Lack of motivation

3. Lack of assistance to solve problems

4. Lack of personal capability

Causes of Poor Performance

Four Causes of Poor Performance:

Supervisory Skills, October 2014

Reasons for Trouble Makers

Trouble Makers feel that they:

are bored

want attention, so challenge authorities.

have not learnt to respect the system/ organization.

are frustrated.

Supervisory Skills, October 2014

Dealing with Trouble Makers

Their behavior should be reprimanded:

Every violation should be appropriately dealt with.

If not, it will lead to low morale, employee turn over, low productivity.

If there is a conflict, resolve it by attending to it immediately and not to allow to grow and burst.

Supervisory Skills, October 2014

Dealing with Trouble Makers

Their behavior should be reprimanded:

Every violation should be appropriately dealt with.

If not, it will lead to low morale, employee turn over, low productivity.

If there is a conflict, resolve it by attending to it immediately and not to allow to grow and burst.

Supervisory Skills, October 2014

Dealing with Trouble Makers

Corrective options should be applied:

Enquiring and making comments

Verbal warning

Written warning

Suspension

Dismissal

Supervisory Skills, October 2014

Dealing with Unsatisfactory Job Performers

Giving Feedback

Supervisory Skills, October 2014

Dealing with Unsatisfactory Job Performers

Giving FeedbackIf a worker did not do the work properly:

Call him and inform him your displeasure.

Politely but firmly inform them of the consequences of poor performances.

Supervisory Skills, October 2014

Effective Supervisory Role

Supervisory Skills, October 2014

TASK

Define the task

Make the plan

Allocate work and resources

Control quality and rate of work

Check performance against plan

Adjust the plan

Supervisory Skills, October 2014

Effective Supervisory Role

Supervisory Skills, October 2014

INDIVIDUAL

Attend to personal problems

Praise individuals

Give status

Recognized and use individual abilities

Develop the individual

Supervisory Skills, October 2014

Effective Supervisory Role

Supervisory Skills, October 2014

TEAM

Maintain discipline

Build team spirit

Encourage, motivate, give a sense of purpose

Appoint sub-leaders

Develop the group

Supervisory Skills, October 2014

Effective Supervisory Role

Supervisory Skills, October 2014

Day (1) - Supervisory Role & Quality

Yomna Bashir, October 2014

Thank you.

Supervisory Skills