INTRODUCTION

Supervisors are link s between management and shop floor workers. They are normally responsible for the performance and productivity of their subordinates. This program aims to provide the participants with the skills  and techniques of modern supervision in managing difficult people because according to Zawacki that 80% of supervisor’s problem are people problems. It is structured to refresh and stimulate more effective supervisory practices in managing people.

OBJECTIVES

Upon completion of the programme, participants will be able to:

• Acquire the skill to carry out critical evaluations of the ways in which they supervise staff   and how to go about motivating them to increase productivity;
• Identify problem people and the types of their behavior;
• Understand the disciplinary procedure and differentiate between the minor and major misconduct;
• Acquire the ability to handle grievances and complaints effectively;
• Demonstrate practical techniques for managing problem people situation;
• Apply the skill of coaching and counseling towards positive change and increased productivity

COURSE CONTENT

MODULE 1 : SUPERVISOR AND PEOPLE PROBLEM

• Role Of The Supervisor As Problem Solver And Law Enforcer
• What Is People Problem?
• Reason For Not Conforming
  • Skill Deficiency
  • Morale Deficiency
  • System Deficiency
• Supervisory Continuum For Not Conforming
  • Corrective Action
  • Coaching For Excellent
• Identifying Problem Among The Subordinates
  • Poor Performance
  • Negative Attitude
  • Unacceptable Attendance
  • Habitual Absenteeism (AWOL)
  • Insubordination
  • Tardiness
  • Missing In Action
  • Regular MCs
  • Personal Problems
• Disciplinary Procedures – Minor And Major Misconduct

MODULE 2 : SUPERVISOR AND MOTIVATION

• What Is Motivation?
• The Supervisor’s Role In Motivation
• Making Work More Valuable And Satisfaction
• Techniques In Motivating Towards Peak Performance
• Motivating Problem People
• Communication And Human Relation In Motivation
• Reinforcement And Feeling
  • Positive Reinforcement
  • Negative Reinforcement
  • Plastic Reinforcement
• Criteria For Successful Reinforcement
• Creating Positive Environments And Cultures For Motivated Performance

MODULE 3 : COUNSELING SKILLS AT WORK PLACE

• An Understanding Of Counseling
• The Counselor and Counseling
  • Characteristic Of An Effective Counselor
  • The Counselor Motivation
  • The Counselor Role And Ethic
• Techniques And Process Of Counseling
  • How To Start A Counseling Session?
  • How To Encourage An Employee To Open Up?
  • How To Arrive At Solution?
• Benefit Of Counseling
  • Counseling And Poor Performance
  • Counseling And Discipline
• Counselor Vulnerability

MODULE 4 : TECHNIQUE MANAGING DIFFICULT PEOPLE

• Practical Steps For Implementing Result Oriented People Problem Solving
• How To Conduct An Effective Problem People Interview – Basic Guidelines
• Techniques In Dealing With Negative Behavior – Using I-Message
• How To Give And Receive Feedback In People Problem Situation
  • Listening Skill
  • Giving Feedback Skill
• How To Criticize Without Offending
  • Constructive Criticism
  • Destructive Criticism
• Correcting Problem Behavior
• Conflict Resolution Strategies
• Reprimand And Taking Proper Disciplinary Action

WHO SHOULD ATTEND ?

Executive, Supervisor, Head of Unit / Department , Managers et cetera.

FEES

INDIVIDUAL RM1,000.00 per pax

EARLY BIRD RM800.00 per pax

(payment 14 days before the program)

2 PAX  RM900.00 per pax

3 PAX or  > RM850.00 per pax

(Fees – without accomodation)

TRAINER

Mazdurah Mohd Zin or

Azmi Shahrin