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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:

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CAP 119: Effective Supervisory Skills

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  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!

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