The 8 Supervisory/Management Skills
By Andrew Cheah
"Training" is frequently mis-characterized as something which goes on in a classroom, as some sort of cognitive development of supervisors. In fact, very little of the training we do should be cognitive, that is, involving knowledge acquisition. Training ought to be involved in changing supervisors' behaviors.
Behaviors are seldom changed in a workshop, no matter how "applied" the material. Behaviors change as a supervisor tries something different than what he/she did previously. If the trial is successful, and the supervisor makes two or three more additional successful uses of the new behavior, then the supervisor's behavior has probably changed.
There are eight basic management skills with which we are primarily concerned:
- Making assignments
- Giving directions
- Following-up
- Positive reinforcement
- Problem-solving
- Negative reinforcement
- Giving help
- Reporting
A supervisor who is utilizing all eight of these skills, doing them well and in a timely manner, is probably using his/her human resources effectively.
THE EIGHT MANAGEMENT SKILLS
AN EXAMPLE
If you think in terms of a coach of a football team, you should be able to find similarities between that role and the one a supervisor has. Apart from being there to ACHIEVE GOALS (!) he/she is there to MOTIVATE the team and ASSIGN positions to each individual according to their skills. On occasions "Time Out" is needed (which we can relate to FOLLOW-UP) whereby the coach gives POSITIVE and NEGATIVE FEEDBACK in order that the team players CHANGE their tactics according to the day's circumstances (i.e. weather, field conditions, players available to play) and in order to beat the opposing team. The eight points we are talking about are as follows:
1. ASSIGNING WORK
- in terms of quality, quantity and time
- checking that the assignment is understood
- setting goals that are agreed by the assignees
2. GIVING INSTRUCTIONS
- method and process
- seeing to it that the resources and skills required are there
- ensuring the instructions are given in logical and comprehensible terms
3. FOLLOWING UP
- on a regular basis
- identifying "lost time" occurrences
- suggesting/initiating corrective action
- documenting achievement of goals in terms of quality, quantity and time
4. GIVING POSITIVE FEEDBACK
- taking note of good performance
- giving positive feedback according to specific performance
- using a positive means of expression
- giving feedback at the appropriate time
5. GIVING NEGATIVE FEEDBACK
- taking note of poor performance
- giving negative feedback having planned the best way of confronting the team or individual
- using the correct terms of expression
- getting agreed action from the individual or team for a positive action plan
- checking the changed behavior through follow-up
6. REPORTING/DOCUMENTING RESULTS
- reporting your area's results clearly and continuously
- using accessible information for problem-solving and future planning
7. GIVING HELP/SUPPORT
- identifying the need for help/support
- taking part in the problem-solving process
- working together towards the solution of that problem
8. PROBLEM-SOLVING
- identifying REAL problems
- evaluating alternative solutions
- selecting the most appropriate solution
- seeking help where needed
- carrying out the chosen method of solution
- checking that the problem does get solved
- reporting the result
The above article is contributed by our trainer, Andrew Cheah, who has extensive consulting experience in Indonesia, Thailand and Malaysia, specializing in the areas of productivity improvement, cost savings, behavioral change survey and training.
Andrew will be conducting the following public learning courses at the Marketing Institute:
• Understanding Key Performance Indicators – 3 & 4 Jul and 30 & 31 Oct 2008
• 8 Discipline Problem Solving Skills – 25 & 26 Sep and 9 & 10 Dec 2008
• 8 Managerial Skills – 20 & 21 Aug and 9 & 10 Oct 2008
• Motivational Skills for Supervisors – 4 & 5 Aug and 5 & 6 Nov 2008
• Tactical Handling of Your Competitive Advantage: People– 8 & 9 Sep and 11 & 12 Dec 2008
For more information on the course, please contact Angelina or Su at 6327 7586 or 6327 7588, or email seminars@mis.org.sg
The views expressed in the above article do not necessarily represent those of the Marketing Institute of Singapore. No responsibility is accepted by the Institute or its staff for the accuracy of any statement, opinion or advice contained in the article. All articles on our website are copyright and no part may be reproduced without prior written permission of the Marketing Institute of Singapore.
