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Participant Manual
Congratulations… You’re a Supervisor! Leadership Skills for New Supervisors Ingrid Vaughan
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Congratulations – You’re a Supervisor! Leadership Skills for New Supervisors An Encore Workshop developed by Ingrid Vaughan
© 2012 Congratulations – You’re a Supervisor!: Leadership Skills for New Supervisors Participant Workbook Author: Ingrid Vaughan
To order an Encore Workshop please visit our website www.encoreworkshops.com
Encore Workshops is an imprint of Small Business Success (a division of Blue Beetle Books Inc.)
Blue Beetle Books Inc. www.bluebeetlebooks.com www.smallbusinesssuccess.ca
Tel: 778.265.3070 Email: janie@bluebeetlebooks.com
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Encore Workshops If you would like to find out more about Encore Workshops please visit our website www.encoreworkshops.com.
Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
table of contents Introduction 11
Who Me—A Supervisor?
27
Why Do They Drive Me Crazy?
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But, I’m Not Good at Giving Criticism
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Some Times I Feel Like a Referee
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Yes, I am a Supervisor!
INTRODUCTION
People aren’t born knowing how to manage others, and supervisory positions are often awarded to people who have never supervised before. Leading a team requires skill just like any other job task, but training to acquire that skill isn’t necessarily always provided.
This course is designed for first-time or new supervisors, and introduces a wide variety of skill sets required for effectively supervising others. Whether it’s learning how to give non-threatening feedback, becoming a better listener, understanding others people’s personal styles, or mediating a conflict – participants will learn tips and strategies to help them through almost any supervisory situation. Designed to instil confidence and inspire new supervisors to embrace the challenge, Congratulations – You’re a Supervisor! is the first step in assisting your employee to become the leader you want them to be.
Congratulations You’re a Supervisor—Participant Workbook
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What Are You Going To Learn?
To understand your feelings about your new position
An understanding of the role of a supervisor
How to make the transition from co-worker to supervisor
Different communication styles and how to flex styles to improve communication levels
To be a better listener
To improve the effectiveness of your communication
How to deliver non-threatening feedback
How to avoid communication mishaps
How to deliver positive criticism
Strategies for dealing with difficult people
What the roots of conflict are
12 steps for dealing with angry people
How to embrace your new challenge - managing change - creating a smooth transition - gaining confidence and trust - eliminating habits that hurt credibility
To identify the qualities of the indispensable employee
To develop your own personal leadership principles statement
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
What are your expectations? Take a few moments and list the expectations you have for this workshop. Your facilitator will offer you an opportunity to discuss these at the beginning of the session. 1.
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2.
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3.
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4.
______________________________________________
5.
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Your Challenges Consider the challenges you face making the transition into management and jot a few of them down in the box below. This may help you identify questions you might like to ask your instructor as the workshop progresses. 1.
______________________________________________
2.
______________________________________________
3.
______________________________________________
4.
______________________________________________
5.
______________________________________________
Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
NOTES _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________
Š 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Module One
Who me—A Supervisor? Module one helps you consider how you feel about becoming a supervisor for the first time. It looks at what qualities strong leaders possess and may help you to define what leadership means to you. Later, in the workshop we investigate the role of the supervisor and you will have an opportunity to define your own particular supervisory role. One of the toughest things new supervisors have to do is make the transition from co-worker to supervisor so we take a look at the seven biggest fears that new supervisors have about their new job. After carrying out these exercises you will be ready to start preparing for your new role, so we’ll take a look at your goals and objectives and some of the skills you will need to be successful. The module closes by discussing the importance of documenting what transpires between you and your staff and how to keep good records.
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Congratulations You’re a Supervisor—Participant Workbook
Understanding Your Feelings Check off the words that represent your feelings about being a supervisor. Be honest with yourself and remember this is your workbook so no one else need know what you put down.
fearful
challenged
confused
enthusiastic
resentful
optimistic
angry
confident
apprehensive
excited
worried
positive
stressed
energetic
reluctant
sure
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Congratulations You’re a Supervisor—Participant Workbook
Qualities of Strong Leaders Write down the qualities you believe belong to strong leaders.
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ © 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Congratulations You’re a Supervisor—Participant Workbook
Personal Definition of Leadership Write down your personal definition of leadership, in terms of the kind of leader you would like to be. I want to be the kind of leader who__________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________ ______________________________________________________
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ © 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Congratulations You’re a Supervisor—Participant Workbook
Understanding the Supervisor’s Role Consider which of the following words apply to your role as a supervisor. Circle as many as you wish. Think about your past work experience, especially occasions when you have been put in charge of people, or a project.
friend trainer
co-worker
mentor
boss
supporter
teacher leader
confronter manager
coach disciplinarian
guide motivator cheerleader
administrator
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Congratulations You’re a Supervisor—Participant Workbook
Defining Your Specific Supervisory Roles Write down some of the major tasks that are part of your job description as it applies to your supervisory role. Once you have done that write down any expectations you feel (expressed by your supervisor or that you assume) about your supervisory role.
Defining Your Specific Supervisory Role Job Description Expectations (expressed or assumed)
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Congratulations You’re a Supervisor—Participant Workbook
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Fill in the blanks in the two tables shown below. The tables will then be reviewed by your facilitator and you will be able to discuss the various answers given by your fellow participants. Having clarity about your role as a supervisor is essential to being successful in it. What the supervisor is not... disciplinarian - your job is not to punish behaviour best friend - although you can be friends with those you work with, it is necessary to establish a professional distance when you are assuming a supervisory role responsible for the behaviour of others the final authority - your boss or supervisor is the person who needs to fix everything What the supervisor is... coach - assisting others to do their job better mentor/teacher - when skills need to be taught to others sounding board for problems that may exist in the workplace an objective listener a valuable liaison between the staff and the management
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Congratulations You’re a Supervisor—Participant Workbook
Clarifying Your Specific Role It is important that you are clear about your role and responsibilities to be able to carry out your supervisory responsibilities effectively.
Clarifying Your Specific Supervisory Role 1.
Who is your direct supervisor? ______________________________________________
2.
What questions do you need to ask in order to clarify your role? ______________________________________________ ______________________________________________ ______________________________________________
3.
How do you know (from their perspective) when it’s time to involve them in a situation? ______________________________________________ ______________________________________________ ______________________________________________
4.
How much responsibility do they want you to take on? ______________________________________________ ______________________________________________ ______________________________________________
5.
Are you comfortable with that, or does further discussion need to take place? ______________________________________________ ______________________________________________ ______________________________________________
6.
Where will you gain the skills necessary to take on this responsibility? ______________________________________________ ______________________________________________ ______________________________________________
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Congratulations You’re a Supervisor—Participant Workbook
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How to make the transition from co-worker to supervisor Seven Biggest Fears of New Supervisors 1.
Loss of friendships and rapport
2.
Getting someone in trouble
3.
Managing co-workers who are older
4.
Enforcing policies they may have personally broken prior to becoming a supervisor
5.
Avoiding the appearance of favouritism
6.
Keeping confidential information confidential
7.
Admitting mistakes that they think will make them look stupid or incompetent
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ © 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Congratulations You’re a Supervisor—Participant Workbook
New Supervisors Transition Cycle No one goes from new to brilliant as a supervisor over night. It takes time to build confidence in yourself, and to gain the trust of others. Patience is paramount as you go through this transition cycle. First 6 months - TRANSITION
6 - 12 months - ESTABLISHMENT
12 - 24 months - CONFIDENT APPLICATION
© 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Congratulations You’re a Supervisor—Participant Workbook
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Leadership Guidelines for New Supervisors in Transition 1.
Avoid the pressure to make major decisions
2.
Identify informal leaders on your team
3.
Acknowledge the history within the work environment
4.
Watch your staff - be aware of what’s going on
5.
Be pro-active in problem-solving
6.
Hold regular meetings if appropriate
7.
Set personal and professional leadership goals
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ © 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Congratulations You’re a Supervisor—Participant Workbook
If You Only Do Five Things All this information can be overwhelming. Below you will find 5 critical skills necessary to succeed as a supervisor. If you only do 5 things . . . 1.
Clarify your role and objectives
2.
Be prepared for personal risk
3.
Develop effective listening skills
4.
Acknowledge the contribution made by both individuals and the team
5.
Deal with under performance quickly
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ © 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Congratulations You’re a Supervisor—Participant Workbook
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Effective Communication with Management A key to being an effective supervisor, is effectively communicating with managers or other supervisors. The following important strategies for establishing and maintaining that communication will be discussed. 1.
Connect often
2.
Seek regular clarification
3.
Take on responsibility
4.
Realize the importance of timing
5.
Understand your supervisor’s style
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ © 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
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Congratulations You’re a Supervisor—Participant Workbook
The Importance of Documentation In a supervisory capacity, you may from time to time be required to address difficult situations, or the behaviour of those you work with. It is vital that when this occurs, you keep a comprehensive record of what transpired between you and the staff member concerned. Should you ever need to take the issue further to your superior, it will be helpful for you to have that background and documentation. It also helps you to remember the details in case you are required to recall them weeks or even months later. 1.
Date and time the discussion took place
2.
Details of the situation addressed
3.
Relevant background (new issue, ongoing problem etc.)
4.
What you did/said
5.
How the person responded (what they did/said)
6.
What, if any, follow-up was agreed to
7.
Any additional comments or perspectives you have on the situation
Notes ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ ____________________________________________ © 2012 All rights reserved. No part of this publication may be reproduced, transmitted in any form or by any means electronic , mechanical, photocopying, recording or otherwise, or stored in a retrieval system without the prior written consent of Encore Workshops.
Encore Workshops - an imprint of Small Business Success (a wholly owned subsidiary of Blue Beetle Books Inc.)
If you would like to review the full manual, or discuss your current training needs please call our customer service manager Janie Dunning at 778.265.3070 or email janie@bluebeetlebooks.com.
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