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