详情

Essential Skills For Effective Store Supervisors

Course Duration: 2 Days

Course Objectives

Upon completion of this program, the participants will be able to:

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.

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

7C's in communication management
- Clarity - clear purpose
- Concise - accuracy (focus to the pint)
- 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

Planning
- Aware and know what is the goals and the objectives (purpose)
- Identify surbodinate 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 surbodinates
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

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

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 as long within the SOP range
  - Peer instead of surbodinates
- New recruit
  - Ensuring the orientation program is in place
  - 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

Purpose of feedback is to correct and it is not punishment
Managing emotion prior to feedback session whch will also 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 intend to find answer
- Correcting assumption with specific instruction
- Look out for hesitancy

Get to know ourselves by using E.D.N.A. Personality tools
Anticipate other's differences as well as ours and creates an opportunity to work together