Sharpening Your Supervisory Skills

A Full Day Workshop
I. Conflict Management
- 8 Key Points You Must Know About Conflict (points to remember when dealing with conflict)
- Achieving a Win-Win Situation (questions to ask yourself when dealing with conflict)
- Setting an Example (how to take the “high road” in a conflict situation)
II. Dealing with Difficult People
- Tanks, Snipers, Whiners & Grenades (understanding four of the most common difficult behaviors)
- Do This, Don’t Do That (how to deal with these behaviors)
- 9 Ways to Stay Calm, Cool and Collected
- 8 Anger Management Skills
III. Delighting Your Customers
- Image IS Everything (a brief discussion about how image affects our dealings with customers)
- Expanding Our Definition of Service (understanding what “customer service” really means)
- What People Love to Hear (key words and phrases that go a long way in pleasing a customer)
- 6 Things You Should Never Say
- 20 Ways to Improve Your Listening Skills
- Back to Basics – Telephone Etiquette (10 ways to improve your telephone etiquette)
- Email - Clean It Up! (13 tips to improve your email)
- The All-Important Voice Mail (7 important points about voice mail)
- 20+ Tips to Nurture Your Customer Relationships
IV. Being a Leader They Will Follow
- 19 Key Characteristics of a Top-Notch Supervisor
- Understanding Communication Styles (a brief review of the 3 communication styles)
- Dealing with Change – If You Don’t, Will They?
- Creating a Motivating Environment (12 ways to make them want to come to work)
- 10+ Ways to Establish Respect (basic leadership tips)
- It’s MY choice (personal action plan)
V. Bonus Section – New Hire Welcome Kit
Outcomes
Participants will learn and begin to master:
- How to recognize and deal with conflict in their environment
- How to identify and deal with specific difficult behaviors
- Ways to stay calm in a tense situation, with specific anger management tips
- How to nurture customer relationships and create customer loyalty
- How to become a better listener
- Tips on handling the phone and voice mail
- How to recognize characteristics of a good supervisor and create a motivating environment
- An understanding of the 3 communication styles
- How to deal with change effectively
1-877-216-5781 Linda Bruno
[email protected] ~ 6.0