Effective Supervision

The effective supervision course provides students with the knowledge to manage and supervise staff at a first level of management.

Topics covered include:

• Define work requirements
• Set expectations
• Establish SMART goals
• Delegate
• Effective feedback
• Time management techniques
• Conflict resolution
• Manage different situations

Change management

Topics covered include:

• The steps necessary for preparing a change strategy
• WIFM – the individual motivators for change
• The five dimensions of the ADKAR model for understanding change
• Develop change management  and communications plans
• Strategies for gathering data
• Methods for leading change project status meeting and celebrating success
• The four states of Appreciative Inquiry, its purposes, and sample uses in case studies
• Strategies for aligning people with a change
• Resilience and flexibility in the context of change

Communication Skills

Topics covered include:

• Understand what communication is
• Different ways communication takes place
• Overcome communication blockages
• Non-verbal and paraverbal communication
• The STAR method
• Listening
• Ask good questions
• Appreciative inquiry as a communication tool
• The SPEAC Method
• Common ground

Leadership

Topics covered include:

• Defining leadership
• The Great Man Theory
• The Trait Theory
• Transformational Leadership
• Leadership styles
• Leading by Directing
• Leading by Coaching
• Leading by Participating
• Leading by Delegating
• Kouzes and Posner
• Create an action plan
• Establish personal goals

Emotional intelligence

Topics covered include:

• What is Emotional Intelligence
• Daniel Goleman model
• Emotional strengths and weaknesses
• Stress triggers
• Emotions management
• Cultural issues
• Flexibility and adaptability
• Developing emotional intelligence

Effective Teams

Topics covered include:

• The concept of a team, and how to monitor success
• The four phases of the Tuckman team development model
• The three types of teams
• Actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing)
• The benefits and disadvantages of various team-building activities
• Team-building activities
• Strategies for setting and leading team meetings
• Problem-solving strategies using the Six Thinking Hats model — and one consensus-building approach to solving team problems
• Actions to do — and those to avoid — when encouraging teamwork

Customer service

Topics covered include:

• Customer Service
• Attitude
• Address the needs of your customers
• Return business
• Good will
• Customer service over the phone
• Online tools can aid customer service
• Dealing with difficult customers

Coaching and mentoring

Topics covered include:

• The difference between mentoring and coaching
• The GROW model
• The SMART method of setting goals
• Create a preliminary plan
• Motivating employees
• Fostering trust
• Effective feedback
• Obstacles that hinder the growth and development
• Growth opportunities
• Positive relationships

Effective Negotiation Skills

Topics covered include:

• The basic types of negotiations and the phases required for success
• The concepts: WATNA, BATNA, WAP, and ZOPA
• The groundwork for negotiation
• Information to share and what to keep to yourself
• Basic bargaining techniques
• Mutual gain strategies
• Consensus and set the terms of agreement
• Personal attacks and other difficult issues
• Negotiating processes in our everyday life
• Negotiate on behalf of someone else

Conflict resolution

Topics covered include:

• Conflict and effective conflict resolution
• Six phases of the conflict resolution process
• Five main styles of conflict resolution
• Adapting the process for all types of conflicts
• Tools to prevent conflict
• Basic communication tools, such as the agreement frame and open questions
• Basic anger and stress management techniques

Problem solving

Topics covered include:

• The problem solving process
• Types of information and key questions to ask
• Defining a problem
• Four different problem definition tools
• Problem statements
• Brainstorming tools
• Idea generating tools, such as affinity diagrams, word chaining, the box method, the six thinking hats, and the blink method
• Cost/benefit analysis
• Solution selection
• Intuition and fact
• Refining a shortlist
• Implement solutions
• Conduct a  solutions reality check
• Post solution implementation

Time management

Topics covered include:

• Plan and prioritise daily activities efficiently and in a productive manner
• Procrastination
• Effectively deal with crises
• Organise your workspace and workflow
• Efficiently delegate
• Ritualise your workload
• Plan effective meetings

Managing meetings

Topics covered include:

• The basic requirements for any meeting – agenda, invitations, roles, minutes etc.
• Tips and techniques to determine an appropriate approach to use for your business meetings in different situations
• Using technology
• Logistical items that you may need to address for your meeting
• Following up after a meeting to ensure action
• Continually improve your meetings

Motivation

Topics covered include:

• Define motivation
• Employee Motivation
• Methods of Motivation
• The theories relating to Motivation –different  personality types and how they fit into a plan for Motivation
• SMART and defined goals
• Maintain motivation

Managing Stress 

Topics covered include:

• The best approach to a stressful situation (Alter, Avoid, or Accept)
• Lifestyle elements you can change to reduce stress
• Reduce stress
• Using routines
• Environmental and physical relaxation techniques
• Cope with major events
• Stress log to identify stress and create a plan to reduce them

Personal Effectiveness

Topics covered include:

• Productive outcomes
• Techniques that will engender self discipline and respect for yourself and from others
• Adapt to impromptu requests and learn to say no when required
• Attend to your needs promptly and efficiently
• Become more organised in your daily life
• How to develop a more sharing and accepting attitude to others