Course Introduction

• How This Course Works
• Supervisory Competencies
• Mastering Supervisory Skills
• Goal Setting

UNIT 1: Making the Transition to Supervisor

• LESSON 1: The Role of the Supervisor
  • Supervision Defined
  • Characteristics of Effective Supervisors
  • Clarifying the New Role
  • Summary
• LESSON 2: Ethics
  • Ethical Conduct: The Supervisor's Responsibility Summary

UNIT 2: Customer Service

• Origins Of The Quality Revolution
• Total Quality In the Twenty-first Century
• Customers, Products, and Services
• Empowering Your Employees
• Summary

• TEST 1

UNIT 3: Communications

• LESSON 1: The Communication Process
  • Communication Defined
  • Elements of the Communication Process
  • Putting It All Together
  • Summary
• LESSON 2: Listening
  • Why Listen?
  • Listening Effectively
  • Mastering Your Listening Skills
  • Summary
• LESSON 3: Giving Feedback
  • What's So Important About Feedback
  • Developing A Positive Approach
  • Planning Your Feedback
  • Giving Negative Feedback -- Criticizing Constructively
  • Giving Positive Feedback

UNIT 4: Effective Management

• LESSON 1: PACE Introduction and Planning the Work
  • Managing Work: The PACE Process
  • Defining the "P" In PACE
  • A Model For Operational Planning
  • Summary
• LESSON 2: Assigning, Controlling and Evaluating the Work
  • Defining the "A" In Pace
  • Defining the "C" In Pace
  • Defining the "E" In Pace
  • Summary

• TEST 2

UNIT 5: Leadership

• What Is Leadership?
• Factors That Affect Leadership Success
• Situational Leadership Model
• Situational Leader Skills
• Summary

UNIT 6: Motivating Employees

• What Is Motivation?
• The Hierarchy of Needs
• The Two-factor Theory
• Motivation and Empowerment
• Creating A Motivational Climate
• Putting It All Together
• Summary

UNIT 7: Managing Employee Performance

• Recognizing Performance Problems
• Managing Performance Informally
• Performance Analysis: A Process Model
• Performance Analysis Continued: When It Isn't -- A Skill Deficiency
• Post-performance Analysis: What Do You Do Now?
• Putting It All Together
• Summary

UNIT 8: Supervising a Diverse Workforce

• Workforce Trends
• Approaches To Diversity
• Understanding The Impact Of Culture
• Managing Diversity: Putting Principles Into Practice
• Summary

UNIT 9: Where Do You Go From Here?

• Development Strategies
• Your Development Needs
• Goals: Your Key To Improvement
• Summary

• TEST 3