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Transiting from an “employee perspective” to an “employer perspective” can be overwhelming. Effective Supervision provides tools to make the paradigm shift for new supervisors and aspiring leaders, and to brush up on already developed practices for seasoned supervisors.

You will learn about the skills and processes for aligning the goals of the organization, team and employee. Participants will consider their preferred leadership style and how to adjust to apply situational management techniques.

Objectives include principles of:

Embracing your role as a supervisor and its importance to the team and organization

Navigating the Leadership Spectrum and crafting your own personal Supervisory Blueprint

Performance planning, individual goal setting and preparing for feedback, coaching and difficult conversations

Cascading organizational goals to team and employee work plans

Establishing trust and credibility as a supervisor

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9am-12pm CST

Providing professional customer service is key to business success. When employees find purpose through creating a client-centric approach, they experience increased motivation and well-being in the workplace.

Learn to confidently face challenges and adapt successfully to situations at work with Customer Service Essentials. You will gain insights and skills to help you navigate difficult conversations and different communication styles; and deliver outstanding customer/employee experiences to retain and grow business.

Gain an understanding of professional customer service by learning about the qualities that create a positive experience, connections on the service chain and dealing with challenging situations. Practice the importance of kind language and learn the patterns that can result in breaches to client trust.

Objectives include principles of:

Stepping into our client’s shoes

Mastering techniques for active listening

Practicing appreciative inquiry

Diffusing difficult situations with empathy, while establishing healthy boundaries How to ask probing questions Shifting our vocabulary to customer friendly phrases

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Determine personal communication styles, various competencies and explore those of others both verbal and non-verbal

Understand the importance of emotional intelligence and its relationship to communication in the workplace

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9am -12pm CST

Research has found there exists a close correlation between optimal team performance and how we show up as leaders. Where autonomy, proficiency, and interrelatedness are fostered and established, teams are able to individually, and collectively, achieve greater results. This session provides participants with knowledge and skills required for sharpening their leadership skills to create the conditions that will incentivize teams to meet and exceed goals, as one.

In Communicating for High Performance, participants will consider their preferred leadership style and identify transactional versus transformational leadership. When communications are clear and authentic, individuals can align with organizational and team objectives. In Communicating For High Performance, participants will practice establishing clear goals and vision for themselves and/or their teams. We will unlock new insights to improve how we can create value that contributes to our organizational dynamics.

Objectives include principles of:

Stages of team formation;

How to adapt leadership style for maximum flexibility;

Exploring how individuals can practice holding people “capable”; and

Techniques for difficult conversations including coaching versus mentoring.

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9am-12pm CST

Change is a certainty of individual, team and organizational evolution and success. Intentionally managing change as its own unique process increases the successful implementation of both transactional and transformational initiatives.

Embracing Change will introduce participants to the series of phases that a successful change process must go through. You will learn how to get the organization's attention for this needed change, create a vision of what would happen if the change is achieved and identify others with the skills, attitudes and abilities you need for buy-in.

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Research has found there exists a close correlation between optimal individual and team performance, and the degree to which psychological needs are present amongst the members of the team.  Where autonomy, proficiency, and interrelatedness are fostered and established, teams individually, and collectively, achieve greater results.

In Psychological Safety, participants will explore why psychological safety matters, and assess their teams for psychological safety. We will practice applying a model of social experience to determine what critical factors can be leveraged to create safety in and amongst your team, and within your workplace communities.

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