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

Target Audience

This training is designed for those who are currently leading section or department in workplace.

Methodology

Lecture, slides, training manual, group discussion, experiential activities and group presentation.