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Supervisor Development

Supervisor Development. in a Nutshell. TABLE OF CONTENTS. What are the greatest challenges of a supervisor? What skills does a supervisor need? How do we develop those skills? Training from the inside out Managing myself Managing others Managing operations

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Supervisor Development

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  1. Supervisor Development in a Nutshell

  2. TABLE OF CONTENTS • What are the greatest challenges of a supervisor? • What skills does a supervisor need? • How do we develop those skills? • Training from the inside out • Managing myself • Managing others • Managing operations • Training for performance improvement

  3. The challenges of supervisor?

  4. The skills needed by a supervisor?

  5. How do you develop those skills • Imitation • From experience • Coaching • Short skills programmes • National qualification

  6. Training from the inside out

  7. Managing Myself

  8. Where do I want to be? Close your eyes and see your future We don’t have a clue as to what people’s limits are. All the tests and stopwatches can’t measure human potential. When someone is pursuing their dream, they will go far beyond what seems to be their limitation. The potential within us is limitless and untapped. When you think of limits you create them. Kriegler & Patler

  9. Winners…. • Know what you want: dreams, ambitions, goals • Its up to you: don’t blame, take responsibility, be accountable. • Break it into steps, proactive, plan, take control, review • Stay focused • Are you desperate to succeed? • Manage or be managed • Steely determination • Sharp like a laser • Affirmation & visualisation • Be known as a doer. Become the “go-to” person • Treat time with respect. • Disciplined.

  10. Achieving my goals What must I do to get me there? 1. …………………. 4. …………………. 2. …………………. 5. …………………. 3. …………………. 6. …………………. What could hold me back? 4. …………………. 1. …………………. 2. …………………. 5. …………………. 3. …………………. 6. ………………….

  11. Creating an Action Plan What steps must a take to achieve each goal? 1. Goal 5 W & How W hat W hy Where W hen W ho How 1.1 Action …………. 1.2 Action …………. 1.3 Action …………. 2. Goal 2.1 Action …………. 2.2 Action …………. 2.3 Action ………….

  12. Reviewing your plan Take time out, looking down from the helicopter Plan Redirect Learn Act Review +/-

  13. What it takes When you develop a reputation for SPEED and RELIABILITY, you will never have to worry about being successful, promoted or rich. Brian Tracey

  14. Managing Others

  15. Punitive Adult Good Child Rational Adult Developing Adult Nurturing Adult Rebellious Child Assertive Communications Adult states Child states

  16. Leadership Style and Approach • Policing • Directive • Authoritarian • Rigid/Inflexible • Parenting • Nurturing • Rescuer • Boundaries • Partnering • Supportive/Collaborative • Boundaries • Accountability

  17. Situational: Lead, Coach, Delegate

  18. Managing operations

  19. Buzz Sessions • How do you do your buzz sessions?

  20. One Step Ahead • Manage or be managed • Plan, Plan, Plan • Last thing in the day: get your stats • ,First thing in the morning: start with purpose, team meeting • A short story

  21. Know your numbers • What are your stats, do you understand them? • Do you understand what you can do to improve them • Review your stats: Positive + , Negative -, Way forward > • Averages, trends and outliers

  22. Problem Solving Strategy Systems People Processes

  23. ….Problem Solving

  24. Trade Secrets • How do you do your buzz sessions?

  25. Training for results

  26. It works • Most significantly the Call Handling Time was 23.1 seconds lower • Equals a saving of R 15.2 million • First call resolution improved by 8% • which was 2% better, that equals a saving of R2.5 million. • Schedule adherence improved by 7%.

  27. Discussion

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