The 21st Century Supervisor Nine Essential Skills for Frontline Leaders

by Humphrey, Brad; Stokes, Jeff

• ISBN13: 9780787946845
• ISBN10: 0787946842
• Edition: 1st
• Format: Paperback
• Copyright: 1999-12-27
• Publisher: Pfeiffer

Summary

As a supervisor, the success of your organization rests in your hands! If you don't meet the goals set by senior leaders then results will be poor and angry customers will search for new providers of goods and services. The 21st Century Supervisor Training Package will help you improve your skills in these and many other areas: * Communication * Coaching * Business analysis * Computer * Project management * Resource management

Author Biography

Brad Humphery is a cofounder of Pinnacle Performance Group, a training and consulting firm.

Table of Contents

Figures and Exhibits	p. xi
A Word to Those Who Lead Supervisors	p. xiii
Introduction	p. 1
The Traditional Supervisor	p. 1
The Origins of the 21st Century Supervisor	p. 2
The Skills Needed to Become a Leader	p. 4
Wake Up and Smell the Future: Leadership Skills Beyond the Basics	p. 7
The Future Today	p. 8
The Necessary People, Technical, and Administrative Skills	p. 12
The Ride of Your Life	p. 15
Skills Beyond the Basics	p. 18
People Skills	p. 23
Communication Skills: The Most Important Professional Tool of the 21st Century	p. 27
Communication Is the Lifeblood of an Effective Supervisor	p. 27
Listening Skills	p. 29
Communication Profile Skills	p. 35
Facilitation and Presentation Skills	p. 44
One More Time: Why Will Communication Skills Be So Important to 21st Century Supervisors?	p. 50
Communication Skills Beyond the Basics	p. 51
Team Skills: Leading the High-Performance Work Team	p. 55
Teams: The Human Solution That Produces Better Results	p. 57
The Difference Between Teams and Teamwork	p. 59
Understanding Your S-Factor	p. 61
Team Skills for the Forming Stage	p. 66
Team Skills Beyond the Basics	p. 80
Coaching Skills: Leading Your People to Perform Beyond Their Expectations	p. 85
Coaching: The Supervision Model of the 21st Century	p. 86
Your Primary Role in the 21st Century	p. 87
Successful Coaches Follow a Winning Process	p. 90
Coaching That Builds Winning Traditions	p. 94
Situations That Require Coaching Skills	p. 99
When Coaches Teach	p. 118
Being a 21st Century Coach	p. 121
Coaching Skills Beyond the Basics	p. 122
People Skills in Review	p. 127
Technical Skills	p. 129
Business Analysis Skills: Learning to Measure Performance	p. 131
The Shortest Road to Improving Performance	p. 132
Garbage In, Garbage Out!	p. 133
Three Performance Measurements You Will Need	p. 134
Using Business Analysis Skills	p. 152
Business Analysis Skills Beyond the Basics	p. 153
Continuous Improvement Skills: Driving the Never-Ending Process of Improvement	p. 157
The Continuous Improvement Process	p. 158
Solving Problems for the Long Haul	p. 161
More Skills for Maintaining Continuous Improvement	p. 183
The 21st Century Supervisor Holds the Key!	p. 189
Continuous Improvement Skills Beyond the Basics	p. 190
Computer Skills: Increasing Your High-Tech Knowledge	p. 193
Redefining Technical Knowledge	p. 194
Wanted: Supervisors with PC Skills	p. 196
What Computers Can and Cannot Do	p. 197
Computers and the 21st Century Supervisor	p. 199
Software Applications You Should Know	p. 205
Moving Your Team to Computers	p. 207
You Must Set the Example	p. 209
Computer Skills Beyond the Basics	p. 210
Technical Skills in Review	p. 213
Administrative Skills	p. 215
Project Management Skills: Becoming a Strategic Planner	p. 217
An Introduction to Project Management	p. 218
Creating a Vision for the Future	p. 219
Setting Goals and Planning for Their Success	p. 223
21st Century Decision Making	p. 230
Learning to Look Ahead in Project Management	p. 234
Project Management Beyond the Basics	p. 235
Writing Skills: Leading Others Through Your Written Word	p. 241
The Biggest Obstacle to Learning Writing Skills	p. 242
Developing Your Letter Writing Skills	p. 243
Composing Memos and E-Mail	p. 249
Writing Performance Reports	p. 252
Developing Standard Operating Procedures	p. 256
Continuing to Develop Your Writing Skills	p. 262
Writing Skills Beyond the Basics	p. 263
Resource Management Skills: Giving Your Employees What They Need to Succeed	p. 265
A New Breed of Supervisor	p. 266
Gathering and Providing Resources	p. 267
Three Skills That Support Providing Resources	p. 271
Resource Management Skills Beyond the Basics	p. 289
Administrative Skills in Review	p. 295
Testimonies from Four 21st Century Supervisors	p. 297
Greg: The New Breed of Supervisor	p. 298
Debbie: A Living Specialized Generalist	p. 302
John: The Reengineering of a Traditional Supervisor	p. 305
Gary: Turning Supervision into the Opportunity of a Lifetime	p. 308
Lessons to Learn from Greg, Debbie, John, and Gary	p. 311
Leading Beyond the Basics	p. 312
The 21st Century Supervisor: How to Start and Finish the Race	p. 313
Clearing the Hurdles of Change	p. 314
Applying Your People, Technical, and Administrative Skills	p. 321
Becoming a 21st Century Supervisor: A Three-Year Action Plan	p. 324
In Closing	p. 328
About the Authors	p. 331
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