For: Team leaders and first-line managers in both office and industrial / manufacturing locations

Effective supervision requires many specific skills such as planning, giving instructions, and assessing performance. But underlying all the specific skills are a set of fundamental skills. These enable leaders to motivate members to give their best.

A fundamental skill is maintaining team members' sense of self-esteem. People do their best when they feel good about themselves and believe their work is appreciated.

Focusing on behavior is the only way that a leader/manager and a team/staff member can discuss performance objectively and factually - avoiding issues of attitude or personality. The point is to focus only on observable behavior in dealing with all team members.

Objectives
Managers and team leaders will learn to:

		Deal with team members on a day-to-day basis in such a way as to maintain and even enhance their self-esteem
		Base discussions about performance and work habits on your team members’ behavior rather than on their personalities or attitudes
		Use effective listening techniques to increase team members’ motivation to perform at higher levels of productivity
		Consistently encourage team members to participate in setting goals, solving problems, and making decisions

Description
This module builds the foundation for helping your leaders align team members / staff towards the strategic objectives of the organization. This course teaches team leaders / managers how to achieve consensus, maintain self-esteem, and encourage others to commit themselves to common goals.

Course Content
An overview of the importance of effective interpersonal skills in managing and communicating with people, and how these skills support the step-by-step methodology. A review of pre-workshop exercises designed to start the learning process before the participants arrive at the session.

The Principles of Behavioral Modeling

		Traditional Models
		Positive Models
		Discussion
		Role Plays
		Job Specific Role Plays

Course Length and Format
Interactive, 4-hour group workshop designed for 6 to 18 participants. The workshop includes:

		Video presentations of case studies
		Group discussions that open opportunities to exchange views, experiences, and ideas
		Exercises to develop and transfer skills
		Extensive practice and role-plays
		Immediate feedback and critique of the manager’s and team member’s use of the skills and techniques taught in the workshop

Course Materials

Administrative Guide
Contains complete instructions on how to facilitate the workshop. It includes:

		explanatory text for the trainer
		sample trainer narrative
		transcripts of visual segments
		annotation notes

Participant Workbook
Used to help transfer the step-by-step skills of the behavior modeling process, with job-specific case studies emphasizing on the job aids and resources. It contains:

		pre-workshop cognitive exercises
		forms for workshop activities
		skill practice aids
		a video synopsis
		a section to help participants transfer skills back to the workplace includes:     - a skill application plan     - a troubleshooting guide     - a general review

Video component
Contains an introductory segment and a traditional behavior scenario, followed by a behavior model

Overhead transparencies
Provide critical skills analysis

Trainer audio cassette
Contains a recording of the explanatory text and sample narrative for each module

Participant practice audio cassette
Offers additional skill-building exercises for workshop participants. It can be used during the workshop session or for self-study later

Self-Assessment Profile
Facilitates the transfer of learned skills to the workplace

Memory Jogger Card
Provides a handy, succinct reminder of each module’s skill points. This card is to be handed out at the end of each workshop, so participants can use it on the job as a reminder of the skill points they have learned

Package - Administrative Kit - 13 Titles
Number: 120490
Price: US$ 3,900.00  (retail: US$ 4,875.00)

Package - All 13 Supervision Series Workbooks
Number: 119454
Price: US$ 286.00  (retail: US$ 416.00)

Package - Supervision / Winning Through Customer Service Combination
13 Supervision Administrative Kits -and-
1 Winning Through Customer Service Administrative Kit
Number: 120494
Price: US$ 4,300.00  (retail: US$ 5,375.00)

Package - Supervisory Administrative Kit - 10 Titles Choice
Number: 120491
Price: US$ 3,000.00  (retail: US$ 3,750.00)

Package - Supervisory Administrative Kit - 8 Titles Choice
Number: 120492
Price: US$ 2,560.00  (retail: US$ 3,200.00)

Package - Supervisory Administrative Kit - 5 Titles Choice
Number: 120493
Price: US$ 1,800.00  (retail: US$ 2,250.00)

Return to the general information page for all classroom format courses

Skill Building -- ALL COURSES CD-ROM COURSES - Supervision / Management CLASSROOM COURSES     Supervision Series - Spanish     Serie Supervisión - Edición en español Supervisory / Management     Assigning Tasks Effectively     Coaching for Improved Performance     Communicating with Your Manager     Delegating Effectively     Developing Performance Standards     Dealing with Complaints     Dealing With Conflicts     Fundamental Skills of Communicating     Improving Employee Work Habits     Management Orientation, Reinforcement & Support     Performance Assessment     Using Positive Discipline     Preparing for Change Customer Service     Winning Through Customer Service Sales & Tele-sales     Coaching for Results     Customer-Oriented Selling     Telephone Prospecting & Qualifying Basic Skill Development     Achieving Communication Effectiveness     Professionalism in the Office WEB-BASED / ONLINE COURSES Supervisory / Management Series     Assigning Tasks Effectively     Coaching for Improved Performance     Delegating Effectively     Developing Performance Standards     Dealing with Complaints     Dealing with Conflicts     Fundamental Skills for Managing     Fundamental Skills- Communicating     Using Positive Discipline     Preparing for Change Customer Service Series     Delivering Customer Focused Service     Dealing with Difficult Customer Situations Tele-sales and Service Series     Completing Customer Agreement     Making Customer Recommendations     Incoming Sales or Service Call     Negotiating About Money     Initiating the Outbound Call Sales Skill Builders     Sharpening Active Listening Skills     Planning Effective Sales Calls     Managing Sales Obstacles     Coaching Consultative Sales Process     Value-Added Selling Basic Skills Development     Diversity Awareness     Achieving Communication Effectiveness     Understanding & Using Financial Data     Professionalism in the Office     Performance Excellence Planning Online Course Demonstation Online Campus Set-up Business / Career Opportunity

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