Note: These summaries represent the first few words take from each module.
Supervisor Skill 1: Mastering Constructive Confrontation
Speak with clarity and purpose for maximum results. Many supervisors
dread confronting employees. It's often easier to drop hints and make
indirect threats rather than initiate a face-to-face, fish-or-cut-bait
conversation with an individual who must shape up, pronto.
Supervisor Skill 2: Documenting Poor Performance
Treat documentation as a communication tool to preserve facts and
Experienced supervisors know that the first question their boss will
ask when they propose terminating a problem employee is, "Do you have
all the documentation you need?"
The best answer: "Sure. I've built a file that documents everything
completely. We're on solid ground."
The wrong answer: "No, but I'll put some documentation together so
Supervisor Skill 3 : Resolving Coworker Conflicts
Pick your battles and focus on shared goals to referee disputes
As much as you want to supervise people who get along well all the
time, the harsh truth is conflicts will erupt. And when they do, it's
not necessarily your job to intervene.
Supervisor Skill 4: Evaluating Performance
employees ongoing feedback on their performance so that they
know what they're doing right—and what they need to improve.
Effective supervisors shower employees with frequent feedback.
Assessing performance is a central part of their daily interaction with
their staff. They praise superior work and provide constructive
suggestions on how employees can elevate mediocre or substandard work
into something truly excellent.
Supervisor Skill 5: Managing Unfit-for-Duty Employees
Your top priority is protecting employees and providing a safe
workplace. Even if 99% of your employees are fit for duty, the remaining
1% can prove a handful. The out-of-control behavior of drug or alcohol
abusers may endanger you and your staff, so it's your responsibility to
identify such behavior quickly and address it decisively. Follow your
organization's fitness for duty policy and its procedures, but have a
comprehensive list of signs and symptoms that represent behavioral
problems that you can refer to year round.
Supervisor Skill 6: Building Your Team
By choosing the right people and getting them to believe in a shared
goal, you lay the groundwork for a winning team.
Building successful teams revolves around trust. People work together
more effectively when they share a desire to achieve group goals
without egos or rivalries getting in the way.
Supervisor Skill 7: Communicating Effectively With Upper Management
One of my favorite skills. Relate to the top brass on their terms and
present your ideas as solutions to problems they face. Relating to
upper management boils down to one critical skill: analyzing issues from
theiryours. perspective, not
Use empathy to deepen your understanding of the bosses' outlook. Step
into their shoes. Ask yourself: What aspects of your operation does
management care about most? What do they like to measure? What pressures
do they face? How do they define success?
Supervisor Skill 8: Observing Performance
Look for evidence to support your impression of how employees do
There's no substitute for observing employees' performance. It's an
invaluable tool to assess workers' skills, abilities, motivations and
attitudes about their job.
Some supervisors prefer to study activity reports, spreadsheets and
work-flow charts. But that's a mistake. Sitting at a desk behind closed
doors poring over paperwork prevents you from seeing with your own eyes
how workers behave and what they actually do during their shift.
Supervisor Skill 9: Giving Feedback
Express both good and bad input with judgment-free specificity so
that it has a more positive, lasting impact on the employee.
Old-school managers fold their arms across their chest, bark orders
and tell workers what they're doing wrong. With a perpetual scowl on
their face, these managers point out every mistake but rarely dish out
Today's more enlightened supervisors, by contrast, give feedback with
an eye toward motivating employees. They treat feedback as a way to
help fuel good performance, teach new skills and provide guidance that
leads to improvement.
Supervisor Skill 10: Delegating Work and Following Up
To boost your efficiency—and your team's morale—hand off assignments
to the right people.
Delegating is a win-win proposition for you and your employees. You
free yourself to focus on what matters most, while you train and
motivate your workers by entrusting key assignments to them.
Supervisors often harbor misconceptions about delegation. They equate
delegating with doling out tasks to people. But it's actually the
process of having employees address meaningful projects—including
ongoing duties--that go beyond short-term, to-do items.
Supervisor Skill 11: Investigating Complaints and Incidents Properly
Take an unbiased, fact-based approach when investigating employee
A litigation explosion has occurred in the past 20 years. Employers
face mounting legal exposure on many fronts, from harassment to
By investigating employee complaints properly, you can keep your
employer out of court and help all parties reach a fast, fair
resolution. As soon as you learn of a problem that merits investigation,
speed and responsiveness are critical. Your prompt attention to the
matter sends a message that you take the employee's complaint seriously.
Procrastination or putting off an investigation is viewed as negligence
and apathy, even if you were just too busy at the time.
Supervisor Skill 12: Dispensing Discipline
Treat disciplining as a way to educate employees and elevate their
behavior, not as a form of punishment.
Effective discipline flows from clear communication. If you and your
employer provide clear, written guidelines to employees on your
standards and expectations for acceptable behavior, then discipline
becomes a simple, straightforward educational and enforcement tool.
Your employee handbook should state your policy for responding to
improper conduct or poor performance. As long as you dispense discipline
in a uniform manner, you can address inappropriate or unacceptable
behavior using a fair, consistent approach.
SKILL 13: Inspiring and Praising Employees to Build Morale
Energize employees by taking every opportunity to recognize their
contributions and urging them to excel.
Every conversation with your employees produces one of three results:
positive impact, no impact or negative impact. You want to create as
many positive encounters as possible.
To inspire people, set their sights on a faraway goal that's so
exciting and potentially rewarding that they cannot help but covet it.
Help them visualize what it'll feel like to reach the mountaintop—to
know that they gave every ounce of their effort to deliver superior
Supervisor Skill 14: Acting to Prevent Violence
Awareness of the red flags that can signal violent behavior can save
lives. Know the conditions that breed violence and protect your
workplace from toxic conflicts.
Much of the violence we read or hear about in the news occurs in
faraway places. But when it erupts at work, it's an entirely different
type of tragedy because we may feel more control over the circumstances
surrounding the situation.
It's impossible to prevent all workplace violence. But we can become
more astute at predicting when and where violence can occur—and take
sensible steps to lower its odds.
»Each of these Flash video modules is only $71 when purchased as a full set of 14 modules. ($997) PRINT BROCHURE AND FREE PREVIEW OR PURCHASE FORM
»Any module can also be purchased separately for $97. Remember, if you purchase ten modules,You get them all.
»Questions? Want to order right now? Use the form link, or phone me--Daniel Feerst, Publisher, at 1-800-626-4327.