Supervisory Skills Day (1) October, 2014

Yomna Bashir, October 2014

Supervisory Skills

Supervisory Skills, October 2014

Ground Rules


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


Day (1) - Supervisory Role & Quality


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


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


Service Profit Chain


Peak Performance

The formula for Peak Performance

Performance = Potential - Interference


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 :


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.


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


Old School Chain of Command


Supervisory Qualities

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


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.


Earn Respect:


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

Be Accountable:


Have Social Skills:

Criticize privately, praise publically.


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

Expect good work from everyone.

Be Fair:


Be Adaptable:

Be ready to manage changes efficiently; be willingto learn


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

Be Cool & Calm:


Be Approachable:

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


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

Know their job:


Make Things Happen:

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


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

Be Innovative:


Be Proactive:

Take initiative and make things happen.


Have courage to try new methods.

Give clear Instructions and ensure it is understood correctly.

Be Committed & Responsible:



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

Cross train the people in different functions.

Be a Good Trainer:



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:


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:


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.


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.


Dealing with Trouble Makers

Corrective options should be applied:

Enquiring and making comments

Verbal warning

Written warning

Suspension

Dismissal


Dealing with Unsatisfactory Job Performers

Giving Feedback


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.


Effective Supervisory Role


TASK

Define the task

Make the plan

Allocate work and resources

Control quality and rate of work

Check performance against plan

Adjust the plan


INDIVIDUAL

Attend to personal problems

Praise individuals

Give status

Recognized and use individual abilities

Develop the individual


TEAM

Maintain discipline

Build team spirit

Encourage, motivate, give a sense of purpose

Appoint sub-leaders

Develop the group


Day (1) - Supervisory Role & Quality


Thank you.

Supervisory Skills

Supervisory Skills Day (1) October, 2014

Education

Transcript of Supervisory Skills Day (1) October, 2014