STANDARD COMPETENCIES:

 

 I.      Identify fundamental supervisory responsibilities.

 II.     Explain the steps that supervisors can take to speak effectively on the job.

 III.    Describe how supervisors work with the human resources department to recruit new employees.

 IV.     Explain the function of training within an organization and the supervisor`s role in training

 V.      Forecast business volume using the base adjustment forecasting method and the moving average forecasting method.

 VI.     Distinguish coaching from counseling and disciplining.

 VII.    Identify the components of a progressive disciplinary program.

 VIII.   List actions that supervisors can and cannot take to influence a union organizing campaign.

 IX.     Describe issues supervisors should be aware of as they assume the role of team leader.

         A.      Explain how supervisors can increase employee participation in     department activities.

 X       Identify steps supervisors should follow during a meeting with employees in conflict.

 XI.     Distinguish high-priority interruptions from low-priority interruptions, and summarize strategies for dealing with the latter.

 XII.    Describe actions that supervisors can take to minimize employee resistance to change.

 XIII.   Explain why it is important for supervisors to take control of their personal development, and describe how to execute a career development plan.

 TOPICAL OUTLINE:

 

 I.      The supervisor and the Management Process

         A.      Definition of Management

         B.      The Components of Management

         C.      Skills for Effective Management

         D.      Supervisory Responsibilities

         E.      Keys to Supervisory Success

 II.     Effective Communication

         A.      The Communication Process:  A Brief Overview

         B.      Speaking Skills

         C.      Listening Skills

         D.      A Listening Model:  Four Stages

         E.      Active Listening Skills

         F.      Nonverbal Communication ¿ Body Language

         G.      Writing

 III.    Recruitment and Selection Procedures

         A.      The Supervisor and the Human Resources Department

         B.      Learning from Employee Turnover

         C.      Making Jobs Easier to Fill

         D.      Internal Recruiting

         E.      External Recruiting

         F.      Interviewing Applicants

         G.      The Selection Decision

         H.      The Supervisor and Human Resources Planning

 IV.     Orientation and Training

         A.      Importance of Training

         B.      Four-Step Training Method

         C.      Learning

         D.      Orientation

 V.      Managing Productivity and Controlling Labor Costs

         A.      Productivity Standards

         B.      Planning Staffing Requirements

         C.      Forecasting Business Volume

         D.      The Staffing Guide as Scheduling Tool

         E.      The Staffing Guide as a Control Tool

         F.      Labor Scheduling Software

         G.      Monitoring and Evaluating Productivity

 VI.     Evaluating and Coaching

         A.      Benefits of Performance Evaluations

         B.      Obstacles to Effective Performance Evaluation

         C.      Common Performance Evaluation Errors

         D.      Approaches to Performance Evaluations

         E.      Steps in the Performance Evaluation Process

         F.      Coaching

         G.      Informal On-the-job Coaching

         H.      Formal Coaching

 VII.    Discipline

         A.      Myths about Discipline

         B.      The Purpose of Disciplinary Action

         C.      Progressive Discipline

         D.      When to Take Disciplinary Action

         E.      Managing the Disciplinary Process

 VIII.   Special Supervisory Concerns

         A.      Equal Employment Opportunity Laws

         B.      Sexual Harassment

         C.      Safety and Security

         D.      Supervising a Multicultural Work Force

         E.      Ethics

         F.      Substance Abuse

         G.      Unions

 IX.     Team Building

         A.      What Is a Work Team?

         B.      Types of Work Teams

         C.      Stages of Team Development

         D.      The supervisor as Team Leader

         E.      Special Work Team Concerns

         F.      The Future of Work  Teams

 X       Motivation Through Leadership

         A.      Get to Know Your Employees

         B.      Motivational Strategies

         C.      Identifying Motivational Problems

         D.      Leadership Styles and Motivations

         E.      Increasing Employee Participation

 XI.     Managing Conflict

         A.      Benefits of Conflict

         B.      Sources of conflict

         C.      Types of Conflict

         D.      Outcomes of Conflict

         E.      Conflict Management Styles

         F.      Tips for Negotiating Conflicts

 XII.    Time Management

         A.      Myths Concerning Time Management

         B.      Time Analysis

         C.      Time Management Tools

         D.      Delegation

 XIII.   Managing Change

         A.      The Forces of Stability and Change

         B.      A Model for Change

         C.      Overcoming Resistance to Change

         D.      The Supervisor as Change Agent

         E.      Evaluating Change

 XIV.    Professional Development

         A.      Owning Your Development

         B.      Planning Your Development

         C.      Create the Plan

         D.      Execute the Plan

         E.      Next Steps