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.

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%

5. Ice Breaker

6. Game
• Three in Common 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 Room for improvement is
Self Improvement”

8. Why Training to

9. What you Learn In Training

36. आप काम क्यो करते है?.

40. 4 Strong core PillarsResponsibility
Honesty
Ownership
Quality

41. Your Self

42. Story Time

46. Supervisor: Definition
“ A Supervisor 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 a Supervisor
Operating Manager
Public Relations Officer
Inventory Controller
Administrator
Role Model
Supervisors play multi roles as…
Role in the
Organization

48. Attitude 100%
Attitude…
….. A matter of Choice

49. • Role
Re
Vision

50. • Supervisory role

51. The Window

52. A young couple
moves into 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
better laundry 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 her neighbor
would hang her wash
cloths to dry, the young
woman would make the
same comments.

55. About one month later, 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:
I got up early this morning and
cleaned our windows!

57. And so it is 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 make these CHOICES….?

60. The 7 Steps Approach..
• 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 is YOURS
• With a Bad Attitude you can
never have a positive day.
• With a Positive Attitude you
can never have a bad day.

62. Leadership

64. Where are you putting your efforts?

65. Lunch Break

67. What comes to your mind?

68. First & Most Likely 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 our Attitude…..?
• 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 is every thing.

71. REACT ACT
STOP
THINK

72. How much do you see of an Iceberg ?

73. THE ICEBERG
90%
10%
10% is our
Knowledge and
Skills
90% is Attitude

74. • Consequences of such reaction
• Are we born positive……???

75. Are we born positive
• 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 a need for a change …..!
…… the way we THINK, FEEL & BEHAVE !!!!

78. Game on Paper Positive Negative

79. RESPOND
THINK
STOP
PAUSE
BUTTON

80. Find What I Say.

81. Group Activity
Sale your self
CA551
FP551
Abila
PHOTOS OF MACHINES

83. IMPORTANCE OF LEADERSHIP

84. IMPORTANCE OF LEADERSHIP
Leadership is an important function of
management which helps to:
1. Maximize efficiency.
2. Achieve organizational goals.

85. THE FOLLOWING POINTS
JUSTIFY THE IMPORTANCE OF
LEADERSHIP IN A CONCERN:

86. Outline your GOAL

87. INITIATES ACTION

88. MOTIVATION

89. PROVIDING GUIDANCE

90. CREATING CONFIDENCE
Confidence is an 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.

91. BUILDING MORALE

92. BUILDS WORK ENVIRONMENT

93. CO-ORDINATION

94. ROLE OF A LEADER

95. Leader

96. LEADERS ARE REQUIRED AT 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.

97. REPRESENTATIVE OF THE
ORGANIZATION

98. REPRESENTATIVE OF THE
ORGANIZATION
A leader, 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
THE PERSONAL GOALS WITH
ORGANIZATIONAL GOALS

100. INTEGRATES AND RECONCILES THE
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.

101. HE SOLICITS SUPPORT

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,
PHILOSOPHER AND GUIDE

104. AS A FRIEND,
PHILOSOPHER AND 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,
PHILOSOPHER AND 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.

106. QUALITIES
OF A LEADER

107. QUALITIES
OF A LEADER

108. PHYSICAL
APPEARANCE

109. VISION AND FORESIGHT

110. Team Leading

111. What is a Team 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 a Team 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 do you 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. Work to 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 Elements of Leadership
• Trust- विश्िास
• Coherence- स्पष्टपणा
• Competence- पात्रता
• Collaboration- सहयोग
• Competition- स्पर्ाा
• Contribution- योगदान

117. 10 Easy Steps For 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 Questions to 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 Successful Leader
Good Luck!

120. INTELLIGENCE

121. Brain Teaser
• Brain Teaser

122. • Intelligent .

123. COMMUNICATIVE SKILLS

124. OBJECTIVE

125. KNOWLEDGE OF WORK

126. SENSE OF RESPONSIBILITY

127. SELF-CONFIDENCE AND WILL-POWER

128. HUMANIST

129. EMPATHY

130. It is an ethical job of the leader to treat his
subordinates with respect as each of them has
unique personality..

131. Remember
A leader cannot have all traits at one time.
Few of them helps in achieving effective
results.

132. You need to handle
Your Client as well?

134. Definition of Complaint

135. Why do Client not return?
Personal Attitude
Price
Other Contacts
Move
away
Die 1%
3%
5%
Merchandise
9%
14%
68%

136. Comfort Zone
How Come
Out OF
It?

139. Welcoming Complaints
Complaint Improvement
Satisfied
Customer
Improved
Business

140. Complaints are Opportunities
to…
Evaluate how 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 Reasons for the
complaint?
Possible solutions ?
Common complaints that you face in your day to day work?

142. Different Types of Complainers
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 to Handling
complaints
L
Listen Attentively
A
Apologize & Empathize
S
Solve the issue on hand
(Solution provided)
T
Thank the Guest

145. Activity
Act out in your previous groups any one of the
complaints that you mentioned – Using the
LAST Sequence of handling complaints

146. Taking responsibility

147. Dealing with complaints
Stay positive 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
•Eye contact
•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 Specific Complaints
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
Identify the
cause
Document it
Follow up

152. Solving complaints
Win - Win
our Clients are Happy and so is the
Management….. 

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167. Questions &
Answers

168. Thank you for your participation!