Course Overview

Have you recently promoted a frontline staff member to become the supervisor of the team?

What is the Role of a Front Line Supervisor? Front line supervisors are very often promoted because they demonstrate leadership qualities and are outstanding achievers. Many newly made supervisors often face challenges in adjusting to their new roles.

Even many of the already existing supervisors feel overwhelmed when they get to hold a managerial level position. This leads to loss in productivity, reduced team morale and a temptation to even return to a non-supervisory role. This necessitates that the front-line managers and supervisors undergo regular training for taking on leadership roles successfully.

Have you recently discovered that the supervisor’s face challenges in taking the responsibilities of a leader? This training program offered by ZOE Talent Solutions is designed to help prospective and current supervisors become effective team leaders and individual contributors. It will help them to hone their competencies to connect with their team and drive results for the business.

Course Objectives

The objectives of this training program are:

• Get clarity in their role as a team leader
• Ensuring Customer-centricity
• Honing effective listening skills
• Envisage how to communicate
• Better conflict management
• Understand the importance of communication
• Motivating the team
• Ensure Quality

Training Methodology

This program offered by ZOE Talent Solutions is equipped with interactive presentation, exercises, case studies, tips, and application strategies to help current supervisors become effective leaders. Role plays and group discussions will also provide an opportunity to transition into supervisory roles more successfully. As each of the participants hold a different perspective, you will benefit by sharing your challenges with others present to address your individual challenges.

ZOE Talent Solutions pursues the methodology of Do-review-learn-apply.

Organisational Benefits

The benefits that the company will accrue from this training program are:

• Seamless transition into their roles as supervisor
• Positive work environment
• Reduced turnover
• Imbued with accountability
• Increase in productivity

Personal Benefits

The benefits that the participants will get from this training are as follows:

• Become better managers in your role
• Increase ineffectiveness
• Improved interpersonal relationships
• Increase in productivity
• Build Trust in your team

Who Should Attend?

This training should be attended by

• Newly promoted supervisors
• Supervisors who
  • Have been in this role for some time
  • Have never received any formal training
  • Want to be effective in their management skills

Course Outline

MODULE 1: THE MINDSET

Understand

• Your role as a Supervisor
• Skills required in this role

MODULE 2: MANAGING EXPECTATIONS

Managing the expectations of:

• Team members
• Peers
• Managers
• Customers
• Stakeholders

MODULE 3: COMMUNICATION

• Develop communication skills – oral and written
• Practice Listening skills
• Asking right questions
• Conducting effective meetings
• Non-Verbal Communication
• Hearing the unsaid
• Telephone-Etiquette
• Sending Emails and Letters
• Art of Delegating
• Sharing Feedback and Appreciation

MODULE 4: TEAMWORK

• Stages of team-development
• Characteristics of an effective team
• Enhancing the value and effectiveness of your team
• Working on the strengths of individuals and team
• Regular training of the team
• Create action plan for managing team

MODULE 5: CUSTOMER SERVICE

• Why Customer-Service?
• Aspects of Customer Service
• Product knowledge with regular updates
• Handling Difficult customers
• Creating a positive-customer experience
• Rapport-building with customers
• Customer-Feedback
• Soft Skills with specific reference to
  • Persuasion
  • Empathy
  • Problem-Solving Ability

MODULE 6: CONFLICT MANAGEMENT

Understand the

• Root cause of differences and conflicts
• Different approaches to managing differences and conflict
• Dealing with complaints – Offline and online

MODULE 7: STRESS MANAGEMENT

• Identify situations that lead to stress
• Handle high-pressure situations
• Stress management techniques

MODULE 8: QUALITY

• Quality control vs. Quality Assurance
• Understanding the SOP’s
• Quality Audits
• Quality improvement initiatives