Unleashing Human Potential: A Journey to Success
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Supervisor Development
in a Nutshell
TABLE OF CONTENTS
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What are the greatest challenges of a supervisor?
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What skills does a supervisor need?
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How do we develop those skills?
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Training from the inside out
Managing myself
Managing others
Managing operations
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Training for performance improvement
The challenges of supervisor?
The skills needed by a supervisor?
How do you develop those skills
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Imitation
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From experience
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Coaching
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Short skills programmes
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National qualification
Training from the inside out
MANAGING MYSELF
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
Winners….
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Know what you want: dreams, ambitions, goals
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Its up to you: don’t blame, take responsibility, be accountable.
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Break it into steps, proactive, plan, take control, review
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Stay focused
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Are you desperate to succeed?
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Manage or be managed
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Steely determination
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Sharp like a laser
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Affirmation & visualisation
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Be known as a doer. Become the “go-to” person
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Treat time with respect.
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Disciplined.
Achieving my goals
What must I do to get me there?
What could hold me back?
1. ………………….
2. ………………….
3. ………………….
3. ………………….
2. ………………….
1. ………………….
4. ………………….
5. ………………….
6. ………………….
4. ………………….
5. ………………….
6. ………………….
Creating an Action Plan
What steps must a take to achieve each goal?
1. Goal
1.1 Action ………….
1.2 Action ………….
1.3 Action ………….
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2. Goal
2.1 Action ………….
2.2 Action ………….
2.3 Action ………….
Reviewing your plan
Take time out, looking down from the helicopter
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Brian Tracey
MANAGING OTHERS
Assertive Communications
Adult states
Child states
Leadership Style and Approach
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Policing
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Directive
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Authoritarian
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Rigid/Inflexible
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Parenting
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Nurturing
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Rescuer
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Boundaries
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Partnering
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Supportive/Collaborative
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Boundaries
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Accountability
Situational: Lead, Coach, Delegate
MANAGING OPERATIONS
Buzz Sessions
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How do you do your buzz sessions?
One Step Ahead
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Manage or be managed
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Plan, Plan, Plan
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Last thing in the day: get your stats
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,First thing in the morning: start with purpose, team meeting
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A short story
Know your numbers
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What are your stats, do you understand them?
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Do you understand what you can do to improve them
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Review your stats: Positive + , Negative -, Way forward >
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Averages, trends and outliers
Problem Solving
Strategy
Systems
People
Processes
….Problem Solving
Trade Secrets
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How do you do your buzz sessions?
TRAINING FOR RESULTS
It works
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Most significantly the Call Handling Time was 23.1 seconds lower
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Equals a saving of R 15.2 million
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First call resolution improved by 8%
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which was 2% better, that equals a saving of R2.5 million.
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Schedule adherence improved by 7%.
Discussion
Close your eyes, envision your future, and realize that human potential knows no bounds. Limits are self-imposed, but pursuing dreams pushes beyond boundaries. Explore the path to success through goal setting, action planning, and continuous review. Speed, reliability, and leadership are keys to achieving greatness. Embrace different adult and child states to nurture growth and lead effectively. Remember, your potential is limitless.
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Presentation Transcript
Where do I want to be? Close your eyes and see your future 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
Achieving my goals What must I do to get me there? 4. . 1. . 5. . 2. . 6. . 3. . What could hold me back? 4. . 1. . 2. . 5. . 3. . 6. .
Creating an Action Plan What steps must a take to achieve each goal? 1. Goal 5 W & How 1.1 Action . 1.2 Action . W hat W hy Where W hen W ho How 1.3 Action . 2. Goal 2.1 Action . 2.2 Action . 2.3 Action .
Reviewing your plan Take time out, looking down from the helicopter Plan Redirect Learn Act Review +/-
When you develop a reputation for SPEED and RELIABILITY, you will never have to worry about being successful, promoted or rich. Brian Brian Tracey Tracey
Punitive Adult Good Child Rational Adult Developing Adult Adult states Child states Nurturing Adult Rebellious Child
Tell Show Do Ask Leadership Tell Sell Present Suggest Consult Ask Participate Team Stage Forming Storming Norming Performing Skills Low High Performance Low High Urgency High Low Clarity High Low
Strategy Systems People Processes
Identify and admit problem problem problem Identify and admit Identify and admit Review progress Review progress Review progress Understand the situation the situation the situation Understand Understand Implement Implement Situation Situation Proposal Proposal Compare & choose the best options the best options the best options Compare & choose Compare & choose Agree on definition of problem of problem of problem Agree on definition Agree on definition Generate options Generate options Generate options Agree on desired state - target state - target state - target Agree on desired Agree on desired Target Target
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%.
