To introduce participants to supervisor's roles in managing jobs to achieving better results.

Contents:

Module 1. Communication at Work - "Foundation module"

Understanding how communication works and how it fails, improving listening and questions skills, communicating more effectively at work; giving job instructions; interpersonal skills at work; being more assertive.

Module 2. Administration and Organization - "Managaing the job"

Setting targets for your job; identifying priorities, planning and organizing tasks;
Everyday problem—solving; managing resources; including your time; operating
Effectively within your level of authority.

Module 3. Supervising staff - "Managing others"

What is your role as a supervisor?; your leadership style; achieving results through working with your team;building.doing on - the - job training; dealing with poor performers; managing difficult people and situations.

Module 4. Customer Service - "Delivering service"

Who are your Customer ?; What do they think about your organization?
Taking responsibility for customer satisfaction; handling complaints ; setting customer service standards.


Entry Requirements:
For persons employed in junior or first line management or supervisory jobs.

Dates: Start - End Semester 1
1/2/10- 11/6/10


Fee: $70