Michael Droske Director of Training Tom Zosel Associates, Ltd

1. Michael DroskeDirector of Training Tom Zosel Associates, Ltd Developing Mid-Level Supervisors

2. A Supervisor Without Training is Like: • A Mechanic Without Tools • A Plane Without Wings • A Surgeon Without a Scalpel • A Cook Without Food • A Tire Without Air • A “Chicago Hotdog” Without a Pickle Spear Bottom Line: It’s Just Not Good!

3. Notes for Executives • Don’t Assume What Your Supervisors Know • Provide Training to Them Early…and Often • Assess Their Progress Regularly • Expect Results From Their Training • Hold Supervisors Accountable Seize the Day!

4. Logistics Supervisors Need: • To Know the WHOLE Job • Credibility is at Stake • Must Be Able to Hold People Accountable • If They Don’t Know the SOPs, Neither Will Their Associates

5. Logistics Supervisors Need: • To Understand How to Lead Others

6. Supervisors Need Training on… • Motivating Employees • Setting and Communicating Realistic Expectations • Developing Trust and Accountability • Determining the Outcome • Knowing Your People • Attitudes • Values • Personality • Self-Concept

7. Supervisors Need Training on… • Behavior Modification • Learning Techniques to Alter Behavior • Using the Right “Tool”

8. Supervisors Need Training on… • Developing Discipline • Self-Discipline vs. Imposed Discipline • Internal vs. External • Personal Desire vs. Pressured • Self-Discipline Acquired Through TRAINING • When Faced w/ Uncertainty • When in the Midst of Interpersonal Conflict • When Job Satisfaction is Low • When Making Decisions Between Needs and Wants

9. Supervisors Need Training on… • Problem-Solving • Using Creativity • Who Says There is Only One Right Way? • “What If…?” • Six-Step Approach • Using EVERY Type of Brainstorming • Structured • Unstructured • Silent • Kaizen Approach (Continuous Improvement)

10. Supervisors Need Training on… • Managing Conflict • Positive vs. Negative Conflict • Causes of Conflict • Personality Differences • Deadlines • Egos • Emotion • Power Struggle • Miscommunication

11. Supervisors Need Training on… • Managing Conflict (cont.) • Emphasizing Assertiveness vs. Aggressiveness • It’s Not an Adversarial Approach • Typically Win/Win vs. Win/Lose Outcome

12. Supervisors Need Training on… • Improving Communication • Start and Finish w/ Concern and Compassion • Be Upbeat (Positive) Even in Bleak Situations • Establishing a Track Record for Truth • Current, Complete, Correct, Confidential, Consistent

13. Supervisors Need Training on… • Improving Communication (cont.) • Conducting One-on-One Conversations • Digging for Unspoken Reservations • Listening and Watching Non-Verbals • Agreeing Before You Disagree • Setting the Scene (e.g. Time, Place, Tone,)

14. Supervisors Need Training on… • Improving Communication (cont.) • Mastering the Art of Persuasion • Showcase the Benefits to THEM • Anticipate Questions • Don’t Let Facts Speak for Themselves • Go for a “First-Down” Instead of a “Touchdown”

15. Supervisors Need Training on… • Situational Leadership • Knowing the Structure of the Job • How Dangerous is it? • How Simple or Complex? • How Much Direction Should I Give? Why? • Assessing Your Own Skills as a Leader • Do You Know When to Delegate?

16. Supervisors Need Training on… • Situational Leadership (cont.) • Understanding Competence & Commitment • Correctly Diagnosing • Competence is Task Specific • Using Appropriate Leader Behaviors • Direction and Support

17. Supervisors Need Training on… • Managing Change • Their Role(s) in the Change Process • Change Sponsor • Change Agent • Change Target • Change Cycles • Directive • Participative • Advantages/Disadvantages of Each Cycle

18. Supervisors Need Training on… • Managing Change (cont.) • The Changing Process • Unfreezing, Changing, Refreezing • Obstacles and Choices Throughout the Process

19. Supervisors Need Training on… • Coaching and Counseling • Principle Sources of Data • Should a Supervisor Ask an Associate About Another Associate? • Using Basic Feedback Elements • Honesty, Openness, Empathy, Supportiveness

20. Supervisors Need Training on… • Coaching and Counseling (cont.) • Conducting the Session • Carkhuff’s Model (The Art of Helping) • Knowing When to Refer • Closing the Loop • Documenting

21. Supervisors Need Training on… • Conducting Effective Observations • Avoiding Common Rating Errors • Validating Standards • Guiding Employees to Industry-Accepted Pace and Skill • Calculating Performance • Using Observations to Develop Associates

22. QUESTIONS? Michael Droske, Director of Training Tom Zosel Associates 3880 RFD Salem Lake Drive Long Grove, IL 60047 (708) 417-6711