1 / 32

CAP 119: Effective Supervisory Skills

CAP 119: Effective Supervisory Skills. Today’s Agenda. Leadership Styles Assertiveness Skills Motivation Conflict Management Coaching. Learning Objectives. Upon completion of this workshop, participants will be able to:

kiele
Download Presentation

CAP 119: Effective Supervisory Skills

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CAP 119: Effective Supervisory Skills

  2. Today’s Agenda • Leadership Styles • Assertiveness Skills • Motivation • Conflict Management • Coaching

  3. Learning Objectives • Upon completion of this workshop, participants will be able to: • Apply at least 3 strategies to be personally more effective in the following skill areas: Leadership, Assertiveness, Motivation, Conflict Management, Coaching • Identify individual characteristics of leadership styles • Differentiate between assertive, aggressive, and passive behaviour • Apply strategies to help you become more assertive • Demonstrate five key conflict management skills • Incorporate four strategies for providing effective feedback • Identify motivators and de-motivators • Develop approaches to foster a positive work environment • Discuss and list common causes of conflict, and different ways to handle it • Discuss and list five key conflict management skills • Apply three techniques to manage and resolve conflict • Discuss and list the importance and benefits of coaching employees • Explore strategies for providing useful and effective feedback

  4. LEADERSHIP

  5. Leadership Agenda * • Leadership styles • Exercise • Complete a self leadership quiz * Refer to Participant Workbook 1 – Page 6

  6. Leadership Styles • Autocratic • Bureaucratic • Participating • Delegating

  7. ASSERTIVENESS

  8. Assertiveness Agenda * • Assertive exercise • Identify triggers • Types of Behaviour • Strategiesto become more assertive * Refer to Participant Workbook 1 – Page 9

  9. The Different Types Of Behavior • Assertive Behaviour (ASB) • Aggressive Behaviour (AGB) • Passive Behaviour (PAB) • Passive Aggressive Behaviour (PAAGB)

  10. Asserting Yourself • Stand Up for yourself • Learn to say NO • Practice non-verbal skills • Listen • Ask open ended questions • Use cooperative and empathetic words

  11. SUMMARY • Leadership Characteristics: • (Autocratic, Bureaucratic, Participating, Delegating) • Assertiveness: • Triggers • Types of behaviour: (Assertive (ASB), Aggressive (AGB), Passive (PAB), Passive Aggressive (PAAGB) • Becoming more assertive (listen, ask open ended questions, non verbal skills, use empathetic words)

  12. MOTIVATION

  13. Motivation Agenda • Motivation factors for employees • Motivators and de-motivators • Increase & improve employee motivation • Group exercise * Refer to Participant Workbook 1 – Page 14

  14. Maslow’s Hierarchy Of Needs

  15. What Employees Want To Know Is…. • What is my job? • How can I help? • How am I doing? • Does anyone care about what I do? • How is the department or company doing? • Does anyone really know that I exist? • Am I valued?

  16. Attitude Achievement Stimulation Environment Accountability Appreciation Self Development Others ???? Key Motivators

  17. Ways to Increase Employee Motivation • Get to know your people • Be visible and available • Offer challenging opportunities • Establish goals • Provide timely performance feedback (positive & constructive) • Reward openly, fairly, & quickly • Say “THANK YOU” and really mean it …

  18. CONFLICT

  19. Conflict Management • Conflict occurs when contradictory opinions, thoughts, values, and perspectives are not in agreement or • alignment with someone else.

  20. Conflict Agenda * • Common causes of conflict and several different ways to handle it • Benefits of Conflict • Five key conflict management skills • Techniques for managing and resolving conflict * Refer to Participant Workbook 1 – Page 18

  21. Common Causes of Conflict • 1. Different perspectives, values, ideas • 2. Communication – listening, interpreting • 3. Personal “filters” and “bias” • 4. Lack of information or clarity • 5. Fear • Power – who has it .. who wants it • ???????????

  22. The Benefits Of Conflict • Raise awareness about issues • Recognize and understand differences between people • Make better decisions • Increase productivity • Create positive changes • Motivate people to participate

  23. Five Conflict Management Styles * Cooperative (Win-Win) Compromising (Bargaining) Competing (Win / Lose) Accommodating (Win / Lose) Avoiding (Lose / Lose) * Adapted from Thomas Kilman Conflict Styles Inventory (TKI)

  24. “Leaping” Towards Conflict Resolution! • Listen actively • Empathize • Ask questions • Problem Solve

  25. COACHING

  26. Coaching Agenda * • Definition of Coaching • The importance and benefits of Coaching • Effective Coaching Techniques • When is Coaching Not a Solution • Strategies for Providing Effective Feedback • Four strategies for providing feedback • Coaching Feedback Questionnaire • Exercise: Preparing a Coaching Feedback Script * Refer to Participant Workbook 1 – Page 23

  27. Coaching • Coaching is a learned skill which enables effective supervisors / managers / leaders to help motivate, inspire, encourage and engage staff to achieve performance levels that they might not have thought possible. • A skill coach is able to bring out the best in individuals.

  28. Coaching Skills Exercise • You are a supervisor for a small-mid size agency. A new employee Liza Smith • was recently transferred to your department. You noticed that she • spends a lot of time socializing, arranging employee lunches, • special occasions, and other social work related events. • Liza frequently leaves her station unattended for unexplained • absences, and you recently caught her having several very personal • and lengthy telephone conversations with extended members of her • family. • She has also been late on several occasions. Her work habits are • starting to affect her co-workers who love her event planning skills, • but resent having to handle her work volume. You have to talk to Liza • about how her behaviour is affecting the morale of the department and • overall customer service.

  29. SUMMARY & WRAP UP • Motivation: • It is the desires, goals, wants, needs, that determines our behaviour, and fuels our actions • Motivators: • Attitude, Achievement, Stimulation, Environment, Accountability, Appreciation Self Development

  30. SUMMARY • Conflict Management • Conflict occurs when contradictory opinions, thoughts, values, and perspectives are not in • agreement or alignment with someone else • There are 5 conflict styles: • Cooperative, compromising, competing, accommodating, and avoiding

  31. SUMMARY • Coaching • Coaching is designed to help employees recognize implement and improve their current and future work performances • Coaching should be: • Constructive, caring & helpful, specific & relevant, future focused

  32. Thank You For Your Attendance!

More Related