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.
Course Location
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