Supervision in the Workplace
ABOUT THE COURSE
The key to your success as a supervisor is to be able to identify both the hard issues and soft issues and use the right skills to approach them. This online business course is designed to do just that by placing equal emphasis on the professional development of hard skills and soft skills.
As a supervisor, effective supervisory skills are essential to maintaining a positive environment at work. A great supervisor needs “hard skills” to improve systems and “soft skills” to improve people. This course teaches both. In order to succeed in a high-performance workplace, a great supervisor needs to develop both of these skills to help maintain and lead a winning team.
The majority of supervisors around the world are more trained to identify and deal with only the hard issues such as poor quality, low production, absenteeism, and unacceptable customer service. However, the underlying cause of hard issues is often found in the soft issues. The soft issues are the people issues – the fundamental attitudes or mindsets of your employees. These soft issues consist of less tangible aspects that are not as easily measured, yet, they directly impact the hard issues every day and therefore the bottom line of your company.
You Will Learn
• Effective Supervisory Skills
• Maintaining a Positive Environment
• Hard Skills to Improve Systems
• Soft Skills to Improve People
• Maintaining and Leading a Winning Team
• Fundamentals of Employee Management
• Identifying and Approaching Common Workplace Issues
PROGRAM SYLLABUS
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SPIRIT OF HOSPITALITY
You will learn to recognize what constitutes and contributes to guest satisfaction and how exceeding these standards directly correlate to the success of your future position. Increasing competition within the professional hospitality industry has also increased the importance of the role guest service excellence plays in the success of any hospitality venue. This seminar will help you develop the kind of positive, caring guest service attitude that will enable you to shine!
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CHOOSE YOUR ATTITUDE
Learn how to soar to new heights with an "attitude of gratitude" that sees life’s challenges as opportunities. It is not your aptitude but your attitude that will determine your success in your career. A positive attitude is the essence of providing exceptional guest service, which is why the most successful hospitality organizations hire for attitude and train for aptitude. Life produces extraordinary rewards for those who give in extraordinary ways.
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CHARACTER BUILDING
Teaches you to appreciate the importance of developing positive character traits, identify desirable traits and be able to explain their benefit in the workplace. It’s important to recognize personality and behavior flaws that cause difficulties on the job. Good character does not just happen. We develop this, each and every day, by the choices we make in both our personal and professional lives.
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COMMUNICATION
For effective business communication, it is important to make certain that the people you are talking to clearly understand both your words and your actions. The most important principle in business communication is to learn how to hear what is not being said. This seminar will help you learn how to successfully "speak the same language" with people of diverse backgrounds.
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COOPERATION
Without cooperation, the hospitality industry will not survive, much less thrive. This seminar reviews the professional interactions and cooperation skills. The ability to cooperate with co-workers is key to individual success, team success, and the success of the organization.
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ATTENDANCE AND TIME MANAGEMENT
Helps you develop strategies for delegating tasks, prioritizing, and planning to increase your efficiency. Time is always a scarce and precious resource for everyone. Those who manage their time wisely lead well-rounded lives, accomplish more personally, as well as professionally, experience less stress and feel better about themselves.
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APPEARANCE AND ETIQUETTE
Discusses the importance of appearance, grooming, hygiene and etiquette in the workplace. Studies have shown that thirty seconds is all it takes for someone meeting you to form an entire list of impressions about your character and your abilities. Once we learn to look through the eyes of the guest, we will begin to realize that our success depends not only in acting, but in looking the part as well.
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EMBRACE CHANGE AND FALL UP!
Things do not always go our way. This seminar will discuss how to “fall up” and embrace the change around you. Failure is not the falling down, but the staying down. In other words, if you stay down, you quit- you fail! You are going to have disappointments in your work and in your personal life. The question that separates the best from the rest is how you are going to deal with negativity and embrace the change around you.
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ELEMENTS OF SERVICE AND CUSTOMER MAGIC
Discusses how you can own and take charge of your customer interactions and deliver the "A HA!" with magic! Learn the 3 C's of Customer Magic: Connect, Contribute and Conclude. We will discuss commitment, imagination, creativity and how you can develop customer magic skills by having an open mind and consistency.
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TEAMWORK - WEAR YOUR "A HA!" ONSTAGE!
Discusses how you and your team can work together to display Amazing Hospitality Attitudes while onstage at work. The ultimate goal of any organization is to achieve overall effectiveness. In other words, the sum should be greater than its parts! Of course, we all want to succeed as individuals, but our primary focus should always be on the success of the organization as a whole. This requires teamwork.
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UNDERSTANDING CULTURE
Defines key terms, processes, and concepts to help you understand the general meaning of culture and how it works in our world. The central focus of this session is the relationship between "Culture in the Abstract" and "Culture in the Flesh." It is important to understand that the beliefs and behaviors of a particular culture are not arbitrary, but are part of that culture's rich history and heritage.
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BREAKING DOWN STEREOTYPES
Focuses on the important keys to building a cross-cultural community, specifically the need for breaking down harmful stereotypes. Breaking down stereotypes requires that individuals, societies, and government institutions make a commitment to gaining new insights and perspectives through compassion, honesty, self-control, compromise and participation, with the common good in mind.
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EFFECTIVE CROSS-CULTURAL COMMUNICATION
Explains the challenges of business communication in a multi-cultural workplace and introduces you to issues that may occur as a result of miscommunication. Learn the skills needed for effective cross-cultural communication and the strategies that you may implement to increase your ability to communicate in a multi-cultural setting.
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CELEBRATING DIVERSITY
Offers you the opportunity to learn how to celebrate cultural diversity in the workplace with your peers, employees or guest/clientele. It introduces you to workplace diversity, explains the characteristics and challenges of a multi-cultural workplace, and presents leadership strategies for you to practice and implement.
