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 program, 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 : COUNSELLING 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 : TECHNIQUES MANAGING DIFFICULT PEOPLE

• Practical steps for implementing result oriented people  problem solving
• How to conduct an effective problem people interview – basic
• 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

METHODOLOGY

An adult learning approach using a combination of lectures and simulation, exercises, management games & group discussions

WHO SHOULD ATTEND?

Executive, Supervisor, Head of Unit / Department, Manager et cetera

TRAINER

Mazibah Mohd Zin

Mazdurah Mohd Zin

Dr Rahman Ibrahim

FEES (WITHOUT ACCOMODATION)

RM1,100.00 per pax

Early Bird RM1,000.00 per pax

(20 days before program)

2 pax RM 1,050.00 per pax

3 pax > RM1,000.00 per pax

(This fees is inclusive of 2 morning tea breaks, 2 lunch , 2 afternoon tea breaks, notes and certificate of attendance for the participants)