Course benefits:
Supervisors with experience of doing the job will be expected to tackle
more and broader tasks. They may be asked to manage small projects,
to take on budget responsibilities, or just to cope with greater volumes
of work.
They will need to look at their own and their team's capabilities and
improve productivity to gain even higher levels of performance from
staff reporting to them. New skills will be required to achieve these
further demands and to move the supervisor's capabilities to another
level.
This course addresses the issues faced by supervisors needing to enhance
the work they perform. It teaches the extra dimension required with
discussion of continuous quality improvement and achieving customer
service level agreements.
Who should attend:
This course is designed for experienced supervisors who need to improve
their existing skills, and for organisations who wish to see improvement
in their supervisors and measurable performance.
Prerequisites:
This is not a course for inexperienced staff.
What you will learn:
On successful completion of this workshop, attendees will be able to:
- Apply coaching to improve team performance
- Improve processes and document best practices for the team
- Plan small projects by describing work products and outcomes
- Describe the principles of quality management and implement quality
improvement
- Conduct performance appraisals
- Conduct performance related interviews
- Enhance communication through team briefings
- Apply basic budgetary principles
What you will cover:
- Coaching - why bother with it; using the PAPER process; keeping
detailed coaching forms
- Process improvement - swim lane diagrams, Ishikawa diagrams, document
flowcharts; the six key improvement questions
- Project planning - project purpose and scope; gaining consensus;
milestones; work products and outcomes
- Quality management - what we mean by quality; methods for quality
improvement; quality circles; monitoring and improving performance
against service level agreements
- Performance Appraisals - types of appraisal (360 degree, performance,
criterion-based); using performance appraisals to improve measurable
performance and competency levels; appraisal outcomes
- Performance related interviews - managing the poor performer; sickness
interviews; personal development plans
- Team briefings - frequency; reasons for regular structured communication;
the briefing process
- Budgeting - understanding your budgeting responsibilities; budget
coding and monitoring; zero-based budgeting
How you will learn:
This course blends lectures, discussions, simulations and exercises
to create an excellent learning environment.
Duration and availability:
Two days non-residential. In-house only.
|
