Essential Skills For Effective Store Supervisors

Course Objectives

• Analyze the role and responsibilities of supervisory in business context.
• Describe the major competences structure to supervision.
• Distinguish 7 leadership skills that make-or-break supervisory ability and capability.
• Identify the primary components to attain successful leadership skill in supervisory.

Key Contents

Introduction: Acknowledging Supervision Role In Organization

• Discover the importance of supervision in 21st century business and performance
• Acceptance, adaptation & anticipation
• The qualities of supervision in 21st century
• Being a leader, motivator and creative problem solver
• Gaining credibility by motivate self to lead by example
• Being role model to lead the path

Module 1: Communication Management

• 7C's in communication management:
  • Clarity - clear purpose
  • Concise - accuracy (focus to the point)
  • Concrete - specific (facts and figures)
  • Correct - level of language and jargon
  • Coherent - systematic flow
  • Complete - call to action (action to be taken with 5W1H)
  • Courteous - diplomatic
• Characteristic of a good communicator including practicing effective listening and questioning skills

Module 2: Management Skill

• Planning
  • Aware and know what is the goals and the objectives (purpose)
  • Identify subordinate SWOT and delegate who and what to be done in how much time
• Organizing
  • Develop structural steps to take as per the people, process and products needs
  • Clarifying jobs in meeting or discussion, and effectively deploying resources accordingly
  • Assemble and integrates all element in workplace to come together to achieve goals
• Staffing
  • Right people for the right job - get involved in staff development
  • Succession planning and talent management - identify potentially of the subordinates
• Leading
  • Inspire team to contribute towards achieving results thru influencing and persuasion
  • Create effective team thru 'rewards and punishment' system
• Controlling
  • Evaluate results, standards, measurement and revised decision
  • Conduct research and development to have continuous improvement system

Module 3: Conflict Resolution Skill

• Creative problem-solving - FISACI method (Focus, Identify, Solution, Advantage, Consequences & Intuition)
• Prompt reaction - CEDDA steps (Clarify, Establish, Discussion, Determine & Agreement)

Module 4: Employee Performance Management

• Measurement of individual knowledge and skills, and capabilities a.k.a abilities
  • Identify the performance gap - either it can be managed by training or non-training
  • Identify the roadblock by using Gilbert 6 Boxes
• Monitor and manage performance
  • Star performer:
    • Empowerment such as planning on how work to be carried out
    • Allows them to be creative within SOP
    • Peer instead of subordinate
  • New recruit:
    • Ensure orientation program
    • Be firm and friendly in providing SOP and facts of their work
    • Go easy on praise when they do it right, which will encourage enthusiasm and sense of achievement
  • Reluctant performer:
    • Drill into the reason of dissatisfaction
    • Encourage discussion and ask for opinion/solution
    • Explain the consequences of poor results
    • Unproductive
    • Critical handling of list work and to monitor regularly
    • Be firm on rewards and punishment
    • Follow up regularly and guide back to track if necessary

Module 5: Feedback Management

• Purpose of feedback is to correct and it is not punishment
• Managing emotion prior to feedback session to reduce conflict
• Location and time planning to ensure effective feedback session
• Clear and concise 2-way communication method applied in feedback session
  • Explain with facts and examples
  • Listen with the intent to find answer
  • Correcting assumption with specific instruction
  • Look out for hesitancy

Module 6: Self-Management

• Get to know ourselves by using E.D.N.A. personality tools
• Anticipate others' differences as well as ours and create opportunity to work together