Course details

To train existing supervisors or those seeking promotion in the day-to-day duties and skills required in a supervisory role. You will explore accepted best practice and use role plays to develop communication effectiveness.

Course Outline:

  • Understanding ‘excellent customer service’ and bad customer service.
  • Understanding good leadership; Leadership Vs. Management
  • Communication skills: listening skills; non-verbal communication and observation techniques; questioning techniques; giving instructions, interview techniques, feedback skills.
  • Motivation: Overview of the theory; motivational tools.
  • Employee Appraisal Techniques: key areas of appraisal; creating trust and openness; setting objectives; appraisal interview preparation
  • Poor Performers: gathering evidence; preparing for the interview; improvement action plan.
  • Coaching Techniques: What is coaching; setting objectives for coaching; pre-coaching discussion and agreement; feedback; conditions for good coaching and monitoring progress.
  • Introduction to Team Building: Roles within a team; stages of team development; meeting individual needs; individual action plans; maintaining the team.
Updated on 08 November, 2015
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