Sending team members to a workshop for training can help expand skills. However, using the many on-the-job development techniques available can provide real payoffs in growing team members. More...
Do not assume the people you hire know what exceptional customer service looks like and means to you. Define it and share it with them in specific terms. Let there be no doubt what you expect. More...
Confronting a worker on an issue is not something many supervisors relish. However, this is part of the job. Here are ten simple guidelines to aid you when a confrontation needs to take place. More...
Workshop or classroom training is just one of many approaches you can use to develop the skills of your staff. In many organizations, it is relied on too heavily. More...
An important part of running productive and useful meetings is insuring that participants know the behaviors you expect of them. You must let them know this at the outset, obtain their agreement and insure these protocols are followed. More...
Besides the expectations that are specific for a first-line supervisor, there are behaviors inherent to all management positions regardless of their organizational level. More...
To make team meetings productive and useful, someone needs to work an easel with poster paper and record the key ideas which surface and are discussed. The “visual memory” created will allow the group to track the quality of ideas and meeting progress. It will be in control and not the traditional minute taker. More...
Organizational needs to be met by the first-line supervisor are: (1) high quality work and customer service (highest priority); (2) productive staff and cost control; (3) motivated staff; (4) trained staff with continued development; (5) good up/down communications; (6) staff working as a team; and (7) continuous methods improvement, or finding ways to work smarter not harder. More...
When a team member begins talking, the supervisor receiving the information can give advice, ask questions, be critical of what is being said or be empathetic, a nonjudgmental response capturing the thought or feeling being expressed. More...
