The Role of a Supervisor

Description:

This module discusses the role of a supervisor, the qualities needed to be an effective supervisor, and duties performed by supervisors.

Objectives:

By the end of this module, you will be able to:

• Describe the role of the supervisor in the organization.
• Understand and apply the expectations for all supervisors
• Understand and use the skills needed to be an effective supervisor.

Module Contents:

• Introduction
• Expectations for Supervisors
• Supervisor Qualities
• Your Qualities
• Leadership Behaviors Questionnaire
• The Work of a Supervisor
• Supervisor Time
• Behaviors of “Exceptional” and “Average” Supervisors
• Performing Supervisor Duties

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Tips For Effective Listening

According to Dr. Terry Paulson, author of They Shoot Managers, Don’t They?, there are several points about effective listening that supervisors should pay attention to:

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How to be a Great Supervisor- Continued

How to Be a Better Listener Using Active Listening Techniques

• Stop Talking This is usually much harder than you think
• Relax the Person Ask them to sit down, make them comfortable, exhibit inviting body language
• Don’t interrupt – use silence
• Empathize by reflecting their feelings. Do not say: “I know how you feel.” Do say: “It sounds like this makes you frustrated, angry, overwhelmed, etc.
• ”Paraphrase – repeat back to them what you heard them say
• Ask open ended questions. Prompt them to continue speaking with who, what, where, why questions. Talking is therapeutic.

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Supervisor: Positive Leadership Skills

Basic Principles of Positive Leadership

Self-Esteem

We all need to remember that the right mental conditioning can be the key to achieving our goals in life.

If you expect to fail guess what? You probably will. But if you truly expect to succeed, your mind will take you through your door of success. It all depends how you feel about yourself

Self esteem develops in the same manner as attitudes: over long periods of time. You are not born knowing who you are or what you are.

You acquire your image of yourself over time by realizing your natural abilities and by constantly receiving messages about yourself from the people closest to you and from your environment.

Your self esteem has a powerful impact on your behavior at work. Generally, employees with low self esteem tend to have more trouble with interpersonal relationships and are less productive then people with high self esteem. People with low self esteem have several distinct characteristics. They may experience the “failure syndrome.”

What in the world is that??

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Qualities of a Successful Call Center Supervisor

We compiled this list after conducting and researching several Call Center studies. The responses were taken from multiple interviews with Call Center representatives and Call Center supervisors then paraphrased. This list can be used as a guideline for Call Center Supervisors.

Honest and ethical

Good communicator about performance expectations in all areas of work

Excellent Listener, uses empathy and compassion

Provides relevant and developmental feedback (both when things are going well and when improvements are needed) to individuals in timely and meaningful manner.

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