1. Supervisor Development in a Nutshell

2. TABLE OF CONTENTS What are the greatest challenges of a supervisor? What skills does a supervisor need? How do we develop those skills? Training from the inside out Managing myself Managing others Managing operations Training for performance improvement

3. The challenges of supervisor?

4. The skills needed by a supervisor?

5. How do you develop those skills Imitation From experience Coaching Short skills programmes National qualification

6. Training from the inside out

7. MANAGING MYSELF

8. Close your eyes and see your future Where do I want to be? We don’t have a clue as to what people’s limits are. All the tests and stopwatches can’t measure human potential. When someone is pursuing their dream, they will go far beyond what seems to be their limitation. The potential within us is limitless and untapped. When you think of limits you create them. Kriegler & Patler

9. Winners…. Know what you want: dreams, ambitions, goals Its up to you: don’t blame, take responsibility, be accountable. Break it into steps, proactive, plan, take control, review Stay focused –Are you desperate to succeed? –Manage or be managed –Steely determination –Sharp like a laser –Affirmation & visualisation Be known as a doer. Become the “go-to” person Treat time with respect. Disciplined.

10. Achieving my goals What must I do to get me there? What could hold me back? 1. …………………. 2. …………………. 3. …………………. 2. …………………. 1. …………………. 4. …………………. 5. …………………. 6. …………………. 4. …………………. 5. …………………. 6. ………………….

11. Creating an Action Plan What steps must a take to achieve each goal? 1. Goal 1.1 Action …………. 1.2 Action …………. 1.3 Action …………. 5 W & How W hat W hy W here W hen W ho How 2. Goal 2.1 Action …………. 2.2 Action …………. 2.3 Action ………….

12. Reviewing your plan Take time out, looking down from the helicopter ActLearn Review +/- Plan Redirect

13. What it takes When you develop a reputation for SPEED and RELIABILITY, you will never have to worry about being successful, promoted or rich. Brian Tracey

14. MANAGING OTHERS

15. Assertive Communications Adult states Rational Adult Punitive Adult Nurturing Adult Child states Good Child Rebellious Child Developing Adult

16. Leadership Style and Approach Policing –Directive –Authoritarian –Rigid/Inflexible Parenting –Nurturing –Rescuer –Boundaries Partnering –Supportive/Collaborative –Boundaries –Accountability

17. Situational: Lead, Coach, Delegate TellShowDoAsk LeadershipTellSellPresentSuggestConsultAskParticipate Team StageFormingStormingNormingPerforming SkillsLow High PerformanceLow High UrgencyHigh Low ClarityHigh Low

18. MANAGING OPERATIONS

19. Buzz Sessions How do you do your buzz sessions?

20. One Step Ahead Manage or be managed Plan, Plan, Plan Last thing in the day: get your stats,First thing in the morning: start with purpose, team meeting A short story

21. Know your numbers What are your stats, do you understand them? Do you understand what you can do to improve them Review your stats: Positive +, Negative -, Way forward > Averages, trends and outliers

22. Problem Solving StrategySystems PeopleProcesses

23. ….Problem Solving

24. Trade Secrets How do you do your buzz sessions?

25. TRAINING FOR RESULTS

26. It works Most significantly the Call Handling Time was 23.1 seconds lower Equals a saving of R 15.2 million First call resolution improved by 8% which was 2% better, that equals a saving of R2.5 million. Schedule adherence improved by 7%.

27. Discussion