supervisory skills certificate programs - citec · supervisory leadership roles are much more...

Contact: Debi Pettit, SPHR to learn more about CITEC’s HR Programs 518.907.4481 | [email protected] | www.CITEC.org

Supervisory Skills Certificate Programs

CITEC is pleased to provide the training your employees need to become more effective supervisory leaders for your organization – from employees who are brand new to the role or those who have been supervising others for years and are ready to take on more of a leadership role in managing others.

To achieve certification, participants complete all eight (8) modules included for each certification level -- New Supervisor, Basic Supervisory Skills, Intermediate and Advanced. Attendees start at the most appropriate certification level based on prior experience and training. In addition, program topics can also be provided as stand-alone workshops.

New Supervisor Certification Program (NSC) The workshops included in the New Supervisor Certification Program are ideally suited to supervisors with less than one year of experience or those projected to be promoted to supervisory positions.

ESSENTIALS OF SUPERVISING OTHERS… INCLUDING PEERS! (NSC – Module 1) Description: Many times, we take our “super” operators or team members and promote them to “supervisors”; many times without them being adequately prepared for their role. This program will help new supervisors make the critical transition into supervising and leading others. It will help them develop the skills they need to supervise effectively, coach their employees for better performance and contribute to the productivity of your organization. This program is essential for any supervisor who has not received formal training, skills, reinforcement or practice. Learning Objectives:

Understand what it means to be a “good” supervisor

Set expectations for your employees

Assign work appropriately

Provide effective, appropriate feedback to your staff

Understand how to manage effectively in particular situations

Barriers/Tools Discussion

INTERPERSONAL SKILLS (NSC – Module 2) Description: We’ve all met that dynamic, charismatic person that just has a way with others, and has a way of being remembered. This workshop will help participants work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations.


Learning Objectives:

Understand the difference between hearing and listening

Know some ways to improve the verbal skills of asking questions and communicating with power.

Understand what non-verbal communication is and how it can enhance interpersonal relationships.

Identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation.

Understand how seeing the other side, building bridges and giving in without giving up can improve skills in influencing other people.

Understand how the use of facts and emotions can help bring people to your side.

Identify ways of sharing one’s opinions constructively. DEALING WITH DIFFICULT EMPLOYEES (NSC – Module 3) Description: Lots of supervisors moan about their "difficult employees." Usually that's because they try to fix the wrong thing, because they don't start early enough, and don't want to take the time needed. You'll hear lots of people say, for example, that someone who works for them "has a bad attitude." When they talk about dealing with difficult employees, they want to fix that attitude. But that's not what supervision is about. The only thing you can supervise, because it's the only thing you can see and measure is behavior. Behavior is what people say and what people do and nothing else. Learning Objectives:

Identify what makes employees “difficult”

Recognize what things they may do as a supervisor that enables an employee to be difficult

Identify typical people problems

Understand why it is important to work to turn around these people

Use a 4 step process to take action with the employee MANAGING AND RESOLVING CONFLICT (NSC – Module 4) Description: People often assume that conflict is always negative. This is not true! People are inherently different, and conflict simply happens when those differences come to light. Viewing conflict in this way can help us maximize the possible positive outcomes of the problem at hand. Equipped with a conflict resolution process, people can explore and understand those differences, and use them to interact in a more positive, productive way. This course will give participants a process that they can use to modify and resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including when to manage conflict versus resolve.



Recognize the most common conflict situations you will face as a supervisor

Identify your preferred style of handling conflict situations

Learn how to apply a clear, easy-to-use approach that will help us collaborate with one another to reach a win-win resolution through positive coaching

BUSINESS ETIQUETTE (NSC – Module 5)

Description: Success in any industry relies on relationships, whether with co-workers, clients, suppliers or investors. When you’re well-mannered and considerate in dealing with others, you create engaging, productive and long term business relationships. As such, it is important to learn, not just the technical side of a business, but how to conduct one’s self in the company of others. This is where business etiquette comes in. This workshop will introduce participants to business etiquette, as well as provide guidelines for the practice of business etiquette across different situations. Learning Objectives:

Define etiquette and provide an example of how etiquette can be of value to a company or organization.

Understand the guidelines on how to make effective introductions.

Identify the 3 C’s of a good impression.

Identify at least one way to minimize nervousness while in social situations.

Understand how to use a business card effectively.

Identify and practice at least one way to remember names.

Identify the 3 steps in giving a handshake.

Enumerate the four levels of conversation and provide an example for each.

Understand basic guidelines when it comes to the proper form of address, grammar standards and use of acronyms in e-mails.

Understand basic guidelines in the use of the telephone, voicemail and cellphone. BUSINESS WRITING (NSC – Module 6) Description: Writing is a key method of communication for most people, and it’s one that many people struggle with. This workshop will give participants a refresher on basic writing concepts (such as spelling, grammar, and punctuation), and an overview of the most common business documents (such as proposal, reports and agendas), giving you that extra edge in the workplace.



Gain better awareness of common spelling and grammar issues in business writing.

Review basic concepts in sentence and paragraph construction.

Know the basic structure of agendas, email messages, business letters, business proposals, and business reports.

Know tips and techniques to use when deciding the most appropriate format to use for agendas, email messages, business letters, business proposals, and business reports.

WHAT EVERY SUPERVISOR SHOULD KNOW ABOUT EMPLOYMENT LAWS (NSC – Module 7) Description: How do you handle a discrimination complaint as a supervisor? Do you know how to identify and remedy a hostile work environment for your employees? As a supervisor in today’s world it is critical to understand your responsibilities in relation to employment law. The main objective of this session is to provide basic guidelines for compliance with important federal employment laws. By the time this session is over, you should be able to recognize that your job is directly affected by a variety of important employment laws, identify the requirements of these laws, use your knowledge to assist in compliance, and interact fairly and correctly with employees. Learning Objectives: Understand your role and responsibility in such areas of employment law as:

Harassment, Discrimination and Workplace Threats

Employee Leaves and Absences

Wage and Hour Laws SAFETY IN THE WORKPLACE (NSC – Module 8) Description: Keeping your People safe at work is a never ending process – and one that can easily consume most of your time. As Safety Leaders – it must be our daily mission to ensure that our People complete what we ask of them – without mishap or incident. Learning Objectives:

Identify safety challenges facing a supervisor

Understand how to be a safety leader

Respond if they see an unsafe act

Involve their team in safety

Conduct effective safety training

Hold employees accountable for their role in safety


Basic Supervisory Skills Certification Program (BSSC) Supervisory leadership roles are much more complex today and the expectations for getting results through others is more critical than ever. The Basic Supervisory Skills Certification Program will deliver the foundational tools necessary to build confidence and know-how in your supervisory leaders so they can get more positive and greater results.

SUPERVISORS AS LEADERS (BSSC – Module 1) Description: Supervising others can be a tough job. Between managing your own time and projects, helping your team members solve problems and complete tasks, and helping other supervisors, your day can fill up before you know it. This workshop will help supervisors become more efficient and proficient, with information on delegating, managing time, setting goals and expectations (for themselves and others), providing feedback, resolving conflict, and administering discipline. Learning Objectives:

Define requirements for particular tasks

Set expectations for your staff

Help your staff set SMART goals

Assign work and delegate appropriately

Provide effective, appropriate feedback to your staff

Help your team resolve conflicts

Understand how to manage effectively in particular situations

Understand what a new supervisor needs to do to get started on the right path SUPERVISORS ROLE IN MANAGING CHANGE (BSSC – Module 2) Description: The role of supervisors are key for successful change in any business. Best practices research in change management identified employee resistance as the number one obstacle to change. An employee’s direct supervisor has the greatest influence on his/her engagement in the change process. Employees want to hear about change from you. They want to understand the nature of the change, why it is happening and how the change will impact them. From their perspective you are one of the most trusted sources for this information. This workshop will help you develop the competencies in change leadership that will help you be an important factor in your organizations success during change. Learning Objectives:

Understand how to prepare yourself for change

Understand changes underway and your role


Adapt to change that may be happening to you

Develop competencies for managing change BUSINESS ETHICS (BSSC – Module 3) Description: A company's ethics will have an influence on all levels of business. It will influence all who interact with the company including customers, employees, suppliers, competitors, etc. All of these groups will have an effect on the way a company's ethics are developed. It is a two-way street, the influence goes both ways, which makes understanding ethics a very important part of doing business today. Ethics is very important, as news can now spread faster and farther than ever before. Learning Objectives:

Define and understand ethics.

Understand the benefits of ethics.

Recognize social and business responsibility.

Identify ethical and unethical behavior.

Learn how to make ethical decisions and lead with integrity. COACHING AND MENTORING (BSSC – Module 4) Description: This workshop focuses on how to better coach your employees to a higher performance. Coaching is a process of relationship building and setting goals. How well you coach relates directly to how well you are able to foster a great working relationship with your employees through understanding them and strategic goal setting. An easy-to-understand coaching model taught in this workshop will guide you through the coaching process. Prepare yourself to change a few things about yourself in order to coach your employees to better a performance. Learning Objectives:

Define coaching, mentoring and the GROW model.

Identify the steps necessary in defining the current state or reality of your employee’s situation.

Identify the steps needed in defining options for your employee and turn them into a preliminary plan.

Identify the steps in developing a finalized plan or wrapping it up and getting your employee motivated to accomplish those plans.

Identify the benefits of building and fostering trust with your employee.

Identify the steps in giving effective feedback while maintaining trust.

Identify the difference between mentoring and coaching, using both to enable long-term development through a positive relationship with your employee.


COMMUNICATION STRATEGIES (BSSC – Module 5) Description: For the better part of every day, we are communicating to and with others. This workshop will help participants understand the different methods of communication and how to make the most of each of them. Learning Objectives:

Understand what communication is

Identify ways that communication can happen

Identify barriers to communication and how to overcome them

Develop their non-verbal and paraverbal communication skills

Listen actively and effectively

Ask good questions

Establish common ground with others

Use “I” messages DELIVERING CONSTRUCTIVE CRITICISM (BSSC – Module 6) Description: Constructive criticism can be a helpful tool when used with the intent of helping or improving a situation in the workplace. However, it can be one of the most challenging things not only to receive, but also to give. It can often involve various emotions and feelings, which can make matters delicate. But when management learns effective ways to handle and deliver constructive criticism, employees can not only learn from their mistakes, but even benefit from them. Learning Objectives:

Understand when feedback should take place

Learn how to prepare and plan to deliver constructive criticism

Determine the appropriate atmosphere in which it should take place

Identify the proper steps to be taken during the session

Know how emotions and certain actions can negatively impact the effects of the session

Recognize the importance of setting goals and the method used to set them

Uncover the best techniques for following up with the employee after the session MOTIVATING EMPLOYEES (BSSC – Module 7) Description: Employee Motivation is becoming ever more important in the workplace as time goes on, and everyone agrees that a motivated workforce is far more likely to be a successful workforce. The happier and more professional an employee is, the better the results they will deliver for you. Of course, every employer wants


to make sure that they have a workforce who will do their best, but this does not simply mean making the job easy for their employees. In fact, part of the problem of motivation is that where the job is too easy, employees become complacent. Learning Objectives:

Defining motivation, an employer’s role in it and how the employee can play a part

Identifying the importance of Employee Motivation

Identifying methods of Employee Motivation

Identifying personality types and how they fit into a plan for Employee Motivation.

Setting clear and defined goals. TIME MANAGEMENT (BSSC – Module 8) Description: Time management training most often begins with setting goals. These goals are recorded and may be broken down into a project, an action plan, or a simple task list. Activities are then rated based on urgency and importance, priorities assigned, and deadlines set. This process results in a plan with a task list or calendar of activities. Routine and recurring tasks are often given less focus to free time to work on tasks that contribute to important goals. Learning Objectives:

At the end of this workshop, participants should be able to:

Plan and prioritize each day’s activities in a more efficient, productive manner

Overcome procrastination quickly and easily

Handle crises effectively and quickly

Organize your workspace and workflow to make better use of time

Plan meetings more appropriately and effectively


Intermediate Supervisory Skills Certificate (ISSC) Because successful supervisory leadership is dependent on the willingness of others to follow, understanding oneself is paramount to understanding and influencing others to achieve desired workplace results. This training process will enable supervisory leaders to integrate the foundational tools acquired in the Basic Supervisory Skills Certificate program to successfully reduce conflict and tension, motivate employees to higher levels of performance, and to effectively manage expectations. LEADERSHIP AND INFLUENCE (ISSC – Module 1) Description: Leadership is not telling others what to do. Leadership is inspiring others to do what needs to be done. Many people around the world who are in leadership positions are not leaders. What is it that makes a leader, and what separates the good from the great? This workshop will explore different leadership theories and examine what makes a great leader.

Influence is subtle, yet incredibly powerful. You can order someone to do a task, but you cannot order them to do their best. It simply does not work and usually has the opposite effect. You can influence people to do their best by providing a strong, motivating example in addition to positive reinforcement. Leadership addresses tasks, while influence addresses attitudes and awareness. Influence is the soul of leadership.


Define “leadership”

Understand Situational Leadership

Explain leading by Directing

Explain leading by Coaching

Explain leading by Participating

Explain leading by Delegating

Conduct a personal inventory ATTRACTING, DEVELOPING AND KEEPING EMPLOYEES (ISSC – Module 2) Description: Poor hiring decisions are typically costly and wasteful. This training process is designed to encourage the most effective hiring decisions based on a logical, thorough, and sound process that stimulates proactive development and retention. Learning Objectives:

Staffing your organization: interviewing for candidate selection and impacting retention up-front

Sell your organization as an employer of choice

Prepare for the interview


Identify job-specific technical/interpersonal skills needs

Consider legalities in the interview process

Conduct an interview process

Avoiding interview pitfalls

Select the "ideal" candidate

Develop the talent you have selected

Identify the values that will keep your talent EMOTIONAL INTELLIGENCE (ISSC – Module 3) Description: Emotional Intelligence (EI) – also referred to as Emotional Quotient (EQ) – is the capacity to effectively recognize and manage your own emotions and those of others. Studies conducted over a variety of industries and job levels conclude that emotional quotient was twice as important in contributing to excellence over intellect and expertise alone. That means, the “star performers” in any organization are those that have a high emotional quotient… the ability to blend thinking and feeling to make optimal decisions. This training process will help you understand Emotional Intelligence and how it applies to your professional development and bringing out the best performance in others. Learning Objectives:

Understand what EI is and how it applies to you … at work and home Increase self-awareness and develop a clear understanding of your strengths and weaknesses through

emotional intelligence training Learn strategies to help you manage counterproductive tendencies Identify and apply the key emotional skills to a broad variety of workplace situations

GENERATION GAPS IN THE WORKPLACE (ISSC – Module 4) Description: The workplace can present challenges to management in terms of handling the different generations present. As older workers delay retiring and younger workers are entering the workforce, the work environment has become a patchwork of varying perspectives and experiences, all valuable to say the least. While having various cultures in one workplace can present communication problems and conflicts, the benefits of such a variety in the workplace outweigh it. Both the young and older worker have many ideas to offer, which can help the organization thrive in the marketplace. Learning how to deal with the generation gap at work will help you become a better manager or co-worker.


This workshop will help you understand the various generations present at work and understand what motivates them and how to deal with them on a daily basis. Learning Objectives:

History behind generation gaps

What are traditionalists

What are baby boomers

What are Generation Xers

What are Generation Yers

Differences between each type of generation

Finding common ground among the generations

Conflict management

Leveraging the benefits of generation gaps at work MEETING MANAGEMENT (ISSC – Module 5) Description: You are on your first project and you have to organize and manage the project kick-off meeting. What do you do first? Do you create the agenda or the invitation list? How do you run a meeting? What preparation do you need? All of these are valid and real questions you, as the meeting manager, must address. There is no doubt about it. Meetings require skill and technique in order for the meeting to achieve its purpose. Disorganized and poorly managed meetings waste time and hurt your credibility as a meeting manager. Consistently leaving a poor impression with the attendees will haunt you if left unchecked. Learning Objectives:

Planning and Preparing

Identifying the Participants

How to choose the time and place

How to create the agenda

How to set up the meeting space

How to incorporate your electronic options

Meeting Roles and Responsibilities

Using an agenda

How to deal with disruptions

How to professionally deal with personality conflicts

How to take minutes

How to make the most of your meeting using games, activities and prizes


PERFORMANCE MANAGEMENT(ISSC – Module 6) Description: Performance Management is not a company’s way of employing “micro-managing” techniques that stunt the professional growth of its employees. But rather, it is a strategic approach to ensuring the efficiency and effectiveness of an organization. Whether at the organizational, departmental or employee level, the goal of performance management is to make sure all business goals are being met in a satisfactorily manner. Learning Objectives:

Define performance management.

Understand how performance management works and the tools to make it work.

Discuss effective goal-setting.

Learn how to give feedback on performance management. PRESENTATION SKILLS (ISSC – Module 7) Description: Many supervisors and managers dread having to make a presentation – whether it is to employees or other managers. This workshop will help them become more efficient and proficient with the skills of providing information to others. Learning Objectives:

Perform a needs analysis and prepare an outline

Select presentation delivery methods

Practice verbal and non-verbal communication skills

Knock down nervousness

Develop and use flip charts with color

Create targeted PowerPoint presentations

Utilize white board for reinforcement

Describe how video and audio enhance a presentation and list criteria for determining what types to use

Enrich the learning experience with humor, questions, and discussion. TEAMWORK AND TEAM BUILDING (ISSC – Module 8) Description: Teamwork is a part of everyday life. Whether it’s at home, in the community, or at work, we are often expected to be a functional part of a performing team. This workshop will encourage participants to explore the different aspects of a team, as well as ways that they can become a top-notch team performer.



Describe the concept of a team, and its factors for success

Explain the four phases of the Tuckman team development model and define their characteristics

List the three types of teams

Describe actions to take as a leader – and as a follower for each of the four phases (Forming, Storming, Norming and Performing)

Discuss the uses, benefits and disadvantages of various team-building activities

Describe several team-building activities that you can use, and in what settings

Follow strategies for setting and leading team meetings

Detail problem-solving strategies and one consensus-building approach to solving team problems

List actions to do -- and those to avoid -- when encouraging teamwork


Advanced Supervisory Skills Certification (ASSC) To be truly effective, supervisory leaders must be able to adjust their leadership style to meet varying work situations as they occur. This training process will enable supervisory leaders to become adept at diagnosing the needs of workers at any given time and then applying the leadership style most effective for the situation.

The Advanced Supervisory Skills Certificate is ideally suited for experienced supervisors who want to enhance their supervisory acumen and develop their people. WHAT IS A MIDDLE MANAGER (ASSC – Module 1) Description: Traditionally, middle managers make up the largest managerial layer in an organization. Middle managers are responsible to those above them and those below them. They head a variety of departments and projects. In order for a company to operate smoothly, it is essential that those in middle management be committed to the goals of the organization and understands how to effectively execute these goals. It is crucial for businesses to focus on these essential managers and provide them with the opportunities to succeed. No matter the organization’s structure or size, it will benefit from employing well-trained middle managers. Learning Objectives:

Define management.

Understand ethics in the workplace.

Manage information and make decisions.

Be familiar with the control process.

Use organizational strategies to facilitate change.

Create structures and processes to manage teams.

Manage as a leader. MANAGING OTHER MANAGERS OR SUPERVISORS (ASSC – Module 2) Description: Management is known as a form of art and a science. The key is making employees more efficient and productive while finding the correct way to do it. When preparing to manage one or a group of managers, you are preparing for them to be able to manage their own employees. Every manager is a different personality type and learns differently. But with some helpful tools and tips, you can help them become great managers that will continue to grow and succeed with their new teams. Learning Objectives:

How to welcome and orientate new supervisors

Learn ways to successfully coach and mentor


Learn ways to measure and evaluate performance

How to handle complications

Communicate between employees and their supervisors LEADING CHANGE (ASSC – Module 3) Description: In your role of managing people, you likely have experienced resistance to change from employees. However, you may not recognize the role you can plan is preventing that resistance and leading change. Most managers do not make this connection until they experienced failure in an important change project. Failure occurs when attention is paid solely to the business change and little or no attention is paid to the employees affected by the change. The result is higher turnover, loss of valued employees, reduced productivity and project delays. This workshop will prepare you to “sponsor” the change by leading employees through the change. Learning Objectives:

How to introduce change to your employees

How to manage employees through the transition – including supervisors

Understand why it is important to reinforce change and celebrate success CRITICAL THINKING (ASSC – Module 4) Description: We live in a knowledge based society, and the more critical you think the better your knowledge will be. Critical Thinking provides you with the skills to analyze and evaluate information so that you are able to obtain the greatest amount of knowledge from it. It provides the best chance of making the correct decision, and minimizes damages if a mistake does occur. Learning Objectives:

Understand the components of critical thinking

Utilize non-linear thinking

Use logical thinking

Recognize what it means to be a critical thinker

Evaluate information using critical thinking skills

Identify the benefits of critical thinking

Revise perspective, when necessary

Comprehend problem solving abilities


FACILITATION SKILLS (ASSC – Module 5) Description: Facilitation is often referred to as the new cornerstone of management philosophy. With its focus on fairness and creating an easy decision making, facilitation can make any organization make better decisions. This workshop will give participants an understanding of what facilitation is all about, as well as some tools that they can use to facilitate small meetings. Learning Objectives:

Define facilitation and identify its purpose and benefits.

Clarify the role and focus of a facilitator.

Differentiate between process and content in the context of a group discussion.

Provide tips in choosing and preparing for facilitation.

Identify a facilitator’s role when managing groups in each of Tuckman and Jensen’s stages of group development: forming, storming, norming, and performing.

Identify ways a facilitator can help a group reach a consensus: from encouraging participation to choosing a solution.

Provide guidelines in dealing with disruptions, dysfunctions, and difficult people in groups.

Define what interventions are, when they are appropriate, and how to implement them. NEGOTIATION SKILLS (ASSC – Module 6) Description: Although people often think of boardrooms, suits, and million dollar deals when they hear the word “negotiation,” the truth is that we negotiate all the time. For example, have you ever… - Decided where to eat with a group of friends? - Decided on chore assignments with your family? - Asked your boss for a raise? These are all situations that involve negotiating! This workshop will give participants an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved.


Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating

Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA

Lay the groundwork for negotiation

Identify what information to share and what to keep to yourself

Understand basic bargaining techniques


Apply strategies for identifying mutual gain

Understand how to reach consensus and set the terms of agreement

Deal with personal attacks and other difficult issues

Use the negotiating process to solve everyday problems

Negotiate on behalf of someone else OFFICE POLITICS FOR MANAGERS (ASSC – Module 7) Description: Office politics, or work politics, are the strategies and procedures that employees use to function and advance in a work setting. It is important for managers to learn and understand the office environment and the employees that make it tick. Since the manager interacts with several aspects of the workplace, one should learn how to effectively work with colleagues, supervisors, and upper management in order to help keep the department functioning as a whole Learning Objectives:

Understand the purpose and benefits of office politics.

Setting boundaries and ground rules for new employees.

Learn to interact and influence among colleagues.

Learn how to manage various personality types in the office.

Determine how to gain support and effectively network.

Recognize how you are a part of a group and how you function. STRESS MANAGEMENT (ASSC – Module 8) Description: Positive and negative stress is a constant influence on all of our lives. The trick is to maximize the positive stress and to minimize the negative stress. This workshop will give participants a three-option method for addressing any stressful situation, as well as a toolbox of personal skills, including using routines, relaxation techniques, and a stress log system. Learning Objectives:

Identify the best approach to a stressful situation (Alter, Avoid, or Accept)

Understand what lifestyle elements you can change to reduce stress

Use routines to reduce stress

Use environmental and physical relaxation techniques

Better cope with major events

Use a stress log to identify stressors and create a plan to reduce them

supervisory skills certificate programs - citec · supervisory leadership roles are much more...

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