Michael Droske Director of Training Tom Zosel Associates, Ltd

1. Developing Mid-Level Supervisors Michael DroskeDirector of Training Tom Zosel Associates, Ltd

2. A Supervisor Without Training is Like: A Mechanic Without Tools

3. Don’t Assume What Your Supervisors Know Provide Training to Them Early…and Often Assess Their Progress Regularly Expect Results From Their Training Hold Supervisors Accountable Seize the Day!

4. Logistics Supervisors Need: To Know the WHOLE Job Credibility is at Stake Must Be Able to Hold People Accountable If They Don’t Know the SOPs, Neither Will Their Associates

5. Logistics Supervisors Need: To Understand How to Lead Others

6. Supervisors Need Training on… Motivating Employees Setting and Communicating Realistic Expectations Developing Trust and Accountability Determining the Outcome Knowing Your People Attitudes Values Personality Self-Concept

7. Supervisors Need Training on… Behavior Modification Learning Techniques to Alter Behavior Using the Right “Tool”

8. Supervisors Need Training on… Developing Discipline Self-Discipline vs. Imposed Discipline Internal vs. External Personal Desire vs. Pressured Self-Discipline Acquired Through TRAINING When Faced w/ Uncertainty When in the Midst of Interpersonal Conflict When Job Satisfaction is Low When Making Decisions Between Needs and Wants

9. Supervisors Need Training on… Problem-Solving Using Creativity Who Says There is Only One Right Way? “What If…?” Six-Step Approach Using EVERY Type of Brainstorming Structured Unstructured Silent Kaizen Approach (Continuous Improvement)

10. Supervisors Need Training on… Managing Conflict Positive vs. Negative Conflict Causes of Conflict Personality Differences Deadlines Egos Emotion Power Struggle Miscommunication

11. Supervisors Need Training on… Managing Conflict (cont.) Emphasizing Assertiveness vs. Aggressiveness It’s Not an Adversarial Approach Typically Win/Win vs. Win/Lose Outcome

12. Supervisors Need Training on… Improving Communication Start and Finish w/ Concern and Compassion Be Upbeat (Positive) Even in Bleak Situations Establishing a Track Record for Truth Current, Complete, Correct, Confidential, Consistent

13. Supervisors Need Training on… Improving Communication (cont.) Conducting One-on-One Conversations Digging for Unspoken Reservations Listening and Watching Non-Verbals Agreeing Before You Disagree Setting the Scene (e.g. Time, Place, Tone,)

14. Supervisors Need Training on… Improving Communication (cont.) Mastering the Art of Persuasion Showcase the Benefits to THEM Anticipate Questions Don’t Let Facts Speak for Themselves Go for a “First-Down” Instead of a “Touchdown”

15. Supervisors Need Training on… Situational Leadership Knowing the Structure of the Job How Dangerous is it? How Simple or Complex? How Much Direction Should I Give? Why? Assessing Your Own Skills as a Leader Do You Know When to Delegate?

16. Supervisors Need Training on… Situational Leadership (cont.) Understanding Competence & Commitment Correctly Diagnosing Competence is Task Specific Using Appropriate Leader Behaviors Direction and Support

17. Supervisors Need Training on… Managing Change Their Role(s) in the Change Process Change Sponsor Change Agent Change Target Change Cycles Directive Participative Advantages/Disadvantages of Each Cycle

18. Supervisors Need Training on… Managing Change (cont.) The Changing Process Unfreezing, Changing, Refreezing Obstacles and Choices Throughout the Process

19. Supervisors Need Training on… Coaching and Counseling Principle Sources of Data Should a Supervisor Ask an Associate About Another Associate? Using Basic Feedback Elements Honesty, Openness, Empathy, Supportiveness

20. Supervisors Need Training on… Coaching and Counseling (cont.) Conducting the Session Carkhuff’s Model (The Art of Helping) Knowing When to Refer Closing the Loop Documenting

21. Supervisors Need Training on… Conducting Effective Observations Avoiding Common Rating Errors Validating Standards Guiding Employees to Industry-Accepted Pace and Skill Calculating Performance Using Observations to Develop Associates

22. QUESTIONS?