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Supervisory training for Housekeeping Supervisors
This document provides an overview of a training session for supervisors. It begins with some rules for the training, including being on time and focused. An icebreaker game is described where groups find 3 uncommon things they have in common. Various topics are then covered, including self-improvement, responsibilities of supervisors, effective communication, leadership qualities, teamwork, dealing with complaints, and creating a positive work environment. Diagrams and quotes are provided to illustrate key points. Activities like roleplays are used to help trainees practice skills like handling complaints. The training emphasizes developing the right attitude and emphasizes qualities like empathy, vision, and communication skills in supervisors.
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Supervisory training for Housekeeping Supervisors
- 1. Mechanized Cleaning &Food Services Supervisory Training
- 4. Participate Positively Before we begin– Rules for training… Be on time Focus on the issues Be Present 200%
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- 6. Game • Three inCommon Game • •Break the group into 3’s. Their objective is for each group to find 3 things they have in common. But not normal things like age, sex or hair color. It must be three uncommon things. After letting the groups converse for 10 - 15 minutes, they (as a group) must tell the rest of the groups the 3 things they have in common.
- 7. “The Best Roomfor improvement is Self Improvement”
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- 9. What you LearnIn Training
- 36. आप काम क्योकरते है?.
- 40. 4 Strong corePillarsResponsibility Honesty Ownership Quality
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- 46. Supervisor: Definition “ ASupervisor is first level of Management Employee, who is usually responsible for small group of employees. As a member of management Supervisors main job is more concerned with orchestrating and coordinating work than performing directly ”.
- 47. KRAs of aSupervisor Operating Manager Public Relations Officer Inventory Controller Administrator Role Model Supervisors play multi roles as… Role in the Organization
- 48. Attitude 100% Attitude… ….. Amatter of Choice
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- 52. A young couple movesinto a new neighborhood. The next morning, while they are eating breakfast, the young woman sees her neighbor hang the wash outside.
- 53. Perhaps she needs betterlaundry soap. Her husband looked on, but remained silent. That laundry is not very clean, she said, she doesn’t know how to wash correctly. .
- 54. Every time herneighbor would hang her wash cloths to dry, the young woman would make the same comments.
- 55. About one monthlater, the woman was surprised to see a nice clean wash on the line and said to her husband: Look! She has learned how to wash correctly. I wonder who taught her this.
- 56. The husband said: Igot up early this morning and cleaned our windows!
- 57. And so itis with life: What we see when watching others, depends on the purity of the window through which we look. Before we give any criticism, it might be a good idea to check our state of mind and ask ourselves if we are ready to see the good rather than to be looking for something in the person we are about to judge. . .
- 58. And oh yes!I almost forgot…. I see you today much clearer than I did yesterday… And you?
- 59. How to makethese CHOICES….?
- 60. The 7 StepsApproach.. • Make a DECISION today to CHANGE • Shift your FOCUS • Be more CURIOUS instead of Judgmental • Develop an Attitude of GRATITUDE • Decide Not to be Perfect all the time • Believe in Yourself • Take Action…Now
- 61. The Choice isYOURS • With a Bad Attitude you can never have a positive day. • With a Positive Attitude you can never have a bad day.
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- 64. Where are youputting your efforts?
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- 67. What comes toyour mind?
- 68. First & MostLikely Responses….!! Donkey…..!!!!! Good for Nothing Useless Least Glamorous Taken for Granted animal ……seldom we get response that the donkey is one of the “hard working” animals and loyal.
- 69. How is ourAttitude…..? • We treat people and situation in the same manner as we do with the donkey. • We discount the good in them….! • We only look at the Negative side & start reacting …… Isn’t it?
- 70. • Attitude isevery thing.
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- 72. How much doyou see of an Iceberg ?
- 73. THE ICEBERG 90% 10% 10% isour Knowledge and Skills 90% is Attitude
- 74. • Consequences ofsuch reaction • Are we born positive……???
- 75. Are we bornpositive • The answer is NO. • We have good and bad things in us. • But, as a supervisor we should focus over strengths and good things around us. We should not repent for our weaknesses and the things which are not healthy.
- 76. There is aneed for a change …..! …… the way we THINK, FEEL & BEHAVE !!!!
- 78. Game on PaperPositive Negative
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- 80. Find What ISay.
- 81. Group Activity Sale yourself CA551 FP551 Abila PHOTOS OF MACHINES
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- 84. IMPORTANCE OF LEADERSHIP Leadershipis an important function of management which helps to: 1. Maximize efficiency. 2. Achieve organizational goals.
- 85. THE FOLLOWING POINTS JUSTIFYTHE IMPORTANCE OF LEADERSHIP IN A CONCERN:
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- 90. CREATING CONFIDENCE Confidence isan important factor which can be achieved through: 1. Expressing the work efforts to subordinates. 2. Explaining them clearly their role. 3. Giving them guidelines to achieve the goals effectively. 4. It is also important to hear the employees with regards to their complaints and problems.
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- 94. ROLE OF ALEADER
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- 96. LEADERS ARE REQUIREDAT ALL LEVELS Leadership is a function which is important at all levels of management. In the top level, it is important for getting co- operation in formulation of plans and policies. In the middle and lower level, it is required for interpretation and execution of plans and programs framed by the top management. Leadership can be exercised through guidance and counseling of the subordinates at the time of execution of plans.
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- 98. REPRESENTATIVE OF THE ORGANIZATION Aleader, a manager is said to be the representative of the enterprise. He has to represent the concern at seminars, conferences, general meetings, etc. His role is to communicate the rationale of the enterprise to outside public. He is also representative of his own department which he leads.
- 99. INTEGRATES AND RECONCILES THEPERSONAL GOALS WITH ORGANIZATIONAL GOALS
- 100. INTEGRATES AND RECONCILESTHE PERSONAL GOALS WITH ORGANIZATIONAL GOALS A leader through leadership traits helps in reconciling/ integrating the personal goals of the employees with the organizational goals. He is trying to co-ordinate the efforts of people towards a common purpose and thereby achieves objectives. This can be done only if he can influence and get willing co-operation and urge to accomplish the objectives.
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- 102. HE SOLICITS SUPPORT A leader is a manager and besides that he is a person who entertains and invites support and co-operation of subordinates. This he can do by his personality, intelligence, maturity and experience which can provide him positive result. In this regard, a leader has to invite suggestions and if possible implement them into plans and programs of enterprise. This way, he can solicit full support of employees which results in willingness to work and thereby effectiveness in running of a concern.
- 103. AS A FRIEND, PHILOSOPHERAND GUIDE
- 104. AS A FRIEND, PHILOSOPHERAND GUIDE A leader must possess the three dimensional traits in him. He can be a friend by sharing the feelings, opinions and desires with the employees. He can be a philosopher by utilizing his intelligence and experience and thereby guiding the employees as and when time requires.
- 105. AS A FRIEND, PHILOSOPHERAND GUIDE He can be a guide by supervising and communicating the employees the plans and policies of top management and secure their co-operation to achieve the goals of a concern. At times he can also play the role of a counselor by counseling and a problem- solving approach. He can listen to the problems of the employees and try to solve them.
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- 111. What is aTeam Anyway? • A Team is a group of people with complimentary skills who are committed to a common purpose, performance goals and approach for which they hold themselves mutually accountable
- 112. Who is aTeam Leader • Contact point for communication between team and management • Full-fledged team member • Assists the team by immediately implementing changes that are within the bounds of the team
- 113. Questions • What doyou expect from your teammates? • What should they expect from you?
- 114. Being A Team •Every member should feel that they are contributing • Every member should feel that others are contributing • Every member should know his/her responsibilities • Every member should do all types of tasks • Every member should be knowing the other members of the team • Every member should be working towards a common goal in their own creative and distinct way
- 115. Team Leadership 4. Workto make the changes effective for the company and your team. Swim down stream. Ask for help. No one succeeds alone. 5. Be clear about why the changes are occurring and what the challenges are of others. Listen, be empathetic. Understand the needs of others before concluding. 6. Team with others to leverage their talents, perspectives, skills, experiences, and supportive energies. Work to be creative in solving challenges, especially in relationship building. 7. Keep yourself engaged in learning. Focus on how to better lead and be a team. Think about your customer, their business and personal needs, and how you can help them solve those needs.
- 116. Six Key Elementsof Leadership • Trust- विश्िास • Coherence- स्पष्टपणा • Competence- पात्रता • Collaboration- सहयोग • Competition- स्पर्ाा • Contribution- योगदान
- 117. 10 Easy StepsFor Developing Your Leadership Skills • Avoid Humility • Strength, Weakness, Opportunities & Threats • Follow your bliss (happiness) • Dream Big • Develop A Vision • Practice Perseverance • Honor Your Word • Get a Mentor • Be Yourself • Give
- 118. Ask These Questionsto Yourself • How focused am I? • How much of my time do I spend communicating and inspiring people about our mission, vision and strategic goals? • Am I viewed as authentic? • Do people see and hear the real me? • Do I wear a mask at work, and remove it when I leave each evening? • How courageous am I when my values, vision and goals are challenged? • Do I stand firm and only change my position when I know that I am wrong? • How empathetic am I? • Do I create enough opportunities for open and candid dialogue?
- 119. Be A SuccessfulLeader Good Luck!
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- 121. Brain Teaser • BrainTeaser
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- 130. It is anethical job of the leader to treat his subordinates with respect as each of them has unique personality..
- 131. Remember A leader cannothave all traits at one time. Few of them helps in achieving effective results.
- 132. You need tohandle Your Client as well?
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- 135. Why do Clientnot return? Personal Attitude Price Other Contacts Move away Die 1% 3% 5% Merchandise 9% 14% 68%
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- 140. Complaints are Opportunities to… Evaluatehow well you are doing Identify weak points in your systems and processes and put them right See situations from the customer’s point of view Improve customer satisfaction Create long-term loyalty Am I giving my 100% What is going wrong?
- 141. Activity What are Reasonsfor the complaint? Possible solutions ? Common complaints that you face in your day to day work?
- 142. Different Types ofComplainers Aggressive Complainer Passive Complainer Constructive Complainer
- 143. Types of Complainers They openly display their anger They can be intimidating They want and need to be noticed They don’t say anything; they simply don’t return They pass on the bad news to others They make up the majority of unhappy customers or guests They are full of useful ideas for change They address their problem to the business in a calm rational manner They allow an organization to see and ‘repair’ problems
- 144. LAST Approach toHandling complaints L Listen Attentively A Apologize & Empathize S Solve the issue on hand (Solution provided) T Thank the Guest
- 145. Activity Act out inyour previous groups any one of the complaints that you mentioned – Using the LAST Sequence of handling complaints
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- 147. Dealing with complaints Staypositive Respond quickly Offer personalised service Take ownership without blaming others or the organisation Follow up
- 148. Managing Effective Communication Clear and calm voice Speak normally Body language •Eyecontact •Calm facial expressions •Calm, friendly gestures •Professional posture •Concerned and interested Involve the Client Managing Effective Communication
- 149. Behaviors to Avoid •Forceful hand gestures • Entering guest’s personal space • Defensive body language • Raising your voice • Bad language • Confrontationa l situations
- 150. Dealing with SpecificComplaints Product & Service If quality is below standard, then rectify If standard is met, explain and offer alternatives Environment Find a solution that is acceptable for our guest If no solution, explain and apologize Team members Do not blame the associate in front of the guest Talk to associate or concerning manager in private Written Do not get upset that the guest did not speak to you directly Investigate the reasons Cooperate in finding a solution
- 151. Efficient Work Practice Immediate action Identifythe cause Document it Follow up
- 152. Solving complaints Win -Win our Clients are Happy and so is the Management…..
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- 168. Thank you foryour participation!