The “Care and Feeding” of Your Supervisors

Presented by Doug Duncan

Why is it so important to have great supervisors in your company?

• Customers judge your company by the employees
they see every day in their homes.
• Supervisors are the “engine” that steers your
business forward… they manage your staff.
• Employees judge your company by the supervisors
who manage them and their work.
• It is tough for you to do everything – run the
business, find customers, manage employees
…and then some.

Why do people leave their jobs?

4 Reasons IN THIS ORDER

1. Poor supervision
2. Lack of training
3. Little or no recognition
4. Money

So what can management do to make a difference?

LEAD
Leadership
Education
Appreciation
Dollars

You can not motivate people; You can only create an environment in which people become self-motivated

All people are motivated, and do

things for their own reasons.

The challenge is not motivation;

The challenge is LEADERSHIP

Leadership
Where are we going? Choosing the most effective things to do.
• Are they living your values?
• Do they know how to listen?
• Do they understand how to create a workable project plan?
• Do they know how to establish the tasks to get the project done on time?
• Do they know how to distinguish what is important versus what is urgent?
• Are they reviewing their progress?

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Education
How are we growing and learning? Becoming better by knowing our customer
• Do they know how to correct performance?
• What is their normal style of communication?
• Are they committed to personally growing and learning?
• Are they sharing their knowledge with others?

Appreciation
Recognizing the contribution; Becoming better by building our teams
• • Do they recognize when people are doing something right?
• Are they including others in the plan?
• Do they know how to delegate?
• Is it fun to work on their team?
• Do they know how to build a team?

Dollars
Creating your employee’s R.O.I.; Becoming better by focusing on the results
• Are they focused on results and achievement?
• Do they take personal responsibility for the tasks they are assigned?
• Are they proud of what they do?
• Are they concerned about productivity?
• Are they engaged in the business or just “doing their job”?

What Drives Engagement?

The Deal Elements
Management Climate
Respect, rewards, teamwork, and manager relationships
Work Climate
Work atmosphere, work being meaningful to society, new technology, and opportunities
to try new things
Learning & Development
Development opportunities, growth in the workplace, and mentoring
Financial Compensation
Pay raises, pensions, retirement savings plans, bonuses, life insurance, and stock options
Time & Flexibility
Vacation, schedules, and various leaves of absence
Health & Family Benefits
Health care, disability coverage, child and elder care, wellness programs, and prescription
drug coverage

• High engagement compared to low engagement

– 86% higher customer loyalty
– 70% more success in lowering turnover
– 70% high productivity
– 44% higher profitability
– 78% better safety records
– 27% increase in Earnings per Share

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You built an operating system to run your business
You built a financial system to manage your dollars
You built a marketing system to find new customers
Have you built your human system to engage your employees in your business?
Do your supervisors understand and practice the language of respect?

A Leader’s Responsibilities
• Instill the values of the organization
• Respect for the customer and the employee
• Establish the business direction
• Communicate the business priorities
• Provide the resources required
• Provide the training and skill development
• Implement a link between rewards and accomplishment

A Supervisor’s Responsibilities
• Translate Corporate Goals into Individual Goals
• Establish clear measurements
• Communicate expectations: both tangible and intangible
• Provide feedback on progress
• Coach employees on an on-going basis
• Respect the people they L.E.A.D.

An Employee’s Responsibilities
• Cooperative team spirit;
• Sharing information to improve the entire operation of the company;
• Information provided on time and accurately;
• People treated honestly and with respect;
• Taking personal responsibility for the job you are assigned

Supervisory Competency
What is it?
• Doing things the right way, the first time
• Having the adequate skills and qualities to accomplish the task assigned

Competence has two parts:

1. Technical competence
2. Behavioral competence

It is not only what they do within their jobs and responsibilities ….

It is how they do it - the behaviors – that is makes a difference whether a supervisor is successful or just
mediocre.

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These are some of the necessary tasks that a great supervisor needs to be able to
accomplish:
1. Ensure the safety of the employees and the customer
2. Schedule a job properly
3. Schedule the labor requirements
4. Plan the work schedule for the day
5. Pre-job site inspection
6. Anticipate the need for change orders
7. Complete the job effectively and efficiently
8. Ensure a clean job site
9. Diagnosis and solution of a problem or situation
10. Ensure the quality of the job
11. Ensure the timeliness of a job
12. Ensure good customer relations
13. Meet the administrative and office requirements
14. Proper stewardship of the materials, tools and equipment
15. Timely collections of payment (if required)

(see www.hroutofthebox.com for a full Painter’s Job Description process)

There are 18 Critical Behaviors that define the characteristics of a great supervisor

The Language of Respect

Respect is an assumption of good faith and competence in another person or in the whole of
oneself. Depth of integrity, trust, complementary moral values and skill are necessary components.

Respect adds general reliability to social interactions. It enables people to work together in a
complimentary fashion, instead of each person having to have perfect understanding or even agree
with each other every time.

Respect is very important to the organization because people must have respect to get along with
other people.

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1. COMMUNICATIONS Listens to others:
• Teach them how to listen to the person who is talking to you
• Teach them to pay attention to non-verbal behaviors

The language of respect speaks to truly listening without interrupting and

understanding what they are saying.

• Solicits ideas, suggestions and opinions from others;

• Creates a comfortable climate for airing concerns;

• Listens to all points of view with an open mind;
• Listens carefully without interrupting;
• Summarizes input, then checks for understanding

2. COMMUNICATIONS Process information accurately:

• Teach them how to figure out what is important and what to work on first

When you speak the language of respect you gather all the facts you can before
reaching a judgment and making a decision.

• Identifies the core element of an issue;

• Considers the pros and cons, as well as short and
long range consequences of decisions;
• Arrives at logical clear conclusions

3. COMMUNICATIONS Communicates effectively:

• Teach them how to talk to people in terms the listener will understand
• Communications is 100/100

When you speak the language of respect you are focused more about how you say it than what you say.
Whatever you speak out of your mouth, will happen. So don’t say something nasty, rude, mean or
insulting.

• Expresses thoughts clearly in writing;

• Is an effective articulate speaker;
• Covers an issue thoroughly without overdoing it;
• Communicates in a straightforward manner, even when dealing with sensitive topics;
• Makes current job-related information readily available to others

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4. LEADERSHIP Instills trust:
• Teach them how to share all the information, not what they think
their people “need to know”
• Teach them how to be an example of how to do it right

You speak the language of respect when you do what you say you will do

• Keeps promises;
• Person can be trusted with confidential information;
• Is honest in dealing with others;
• Demonstrates high ethical standards

5. LEADERSHIP Provides direction:

• Teach them how to plan, organize, and deliver on a project.
• Where am I going?
• How will I get there?
• How will I know I’ve arrived?

When you speak the language of respect everyone knows what to do, how to do
it, and how to measure their progress. No assumptions allowed.

• Makes expectations clear;

• Establishes a manageable workload;
• Accomplishes long term objectives by planning and taking the necessary steps;
• Keeps focus on big picture while implementing details

6. LEADERSHIP Delegates responsibility:

• Teach them how to delegate for results
* Define the responsibility
* Establish the authority
• Do it, don’t tell me
• Do it, tell me after – keep me informed of your progress
• You are not authorized to go further until you consult with me first
* Hold people accountable
* Delegation is not abdication

The language of respect means … “The baton does not come back.”
Good delegation considers the impact on themselves as well as others.

• Knows when to delegate and when to take personal responsibility;

• Delegates the right jobs to the right people;
• Gives others authority to independently fulfill responsibilities;
• Empowers others to find creative solutions to problems

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7. ADAPTABILITY Adjusts to circumstances:
• Murphy’s Law is true.
• Everyone makes mistakes. Teach them how to respond to the mistakes and learn from them.

When you speak the language of respect you are positive, ready for the challenge
ahead and you don’t “kick the cat”.

• Is flexible in dealing with people with diverse work

styles;
• Is comfortable in a variety of environments;
• Reacts constructively to setbacks;
• Anticipates and plans for changing situations

8. ADAPTABILITY Thinks creatively:

• Teach them to find new patterns to do it faster and better.
• Teach them to find multiple ways of doing things right.
Innovation is creativity implemented.

The language of respect understands that creative change is difficult.

It acknowledges the stress, anxiety, pressure and disruption.

• Approaches job with imagination and originality;

• Inspires innovation in the organization;
• Is willing to take bold, calculated risks;
• Views obstacles as opportunities for creative change

9. RELATIONSHIPS Builds personal relationships:

• It’s all about the people.
• Teach them to be careful about labels.
• Teach them how to create good relationships without force
• Seek first to understand before you seek to be understood

The language of respect makes every facet of a relationship personal.

• Shows consideration for the feelings of others;

• Shows absence of prejudicial and stereotypic thinking in words and actions;
• Delivers criticism tactfully and constructively;
• Maintains composure in high-pressure situations

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10. RELATIONSHIPS Facilitates team success:
• Team – Together Everyone Achieves More
• Teach them how to use all the resources available
• Teach how to create a team spirit
• Involve everyone in idea sharing

When you speak the language of respect you include both consequences for your
actions and fairness in your implementation.

• Resolves conflicts fairly;

• Creates an atmosphere of team cooperation over competition;
• Builds consensus on decisions;
• Leads team in formulating goals that complement the organization’s mission;
• Brings capable people into the group;
• Uses the diverse talents and experiences of the group to maximum advantage

11. TASK MANAGEMENT Works efficiently:

• Speed is the ultimate competitive advantage
• Teach them how to implement the appropriate shortcuts

When you speak the language of respect you are becoming proficient in
each of your tasks and behaviors.

• Applies current technology in practical ways to maximize efficiency;

• Makes wise use of outside resources;
• Avoids procrastination;
• Sets priorities and tackles assignments accordingly

12. TASK MANAGEMENT Works competently:

• Teach them that knowledge itself is power
They must be seen as knowledgeable; Know the customers; Know the employees; Know the
vendors; Know the competition; Know the technology; Know the community;
• Teach them to seek wisdom – the application of knowledge in the real world.

You speak the language of respect when you know yourself.

• Demonstrates mastery of fundamentals necessary to the job;

• Is skilled at learning and applying new information quickly;
• Integrates new theories, trends, and methods into appropriate business operations

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13. PRODUCTION Takes action:
• The tyranny of the “OR”
• The genius of the “AND”
• Never confuse movement with action
• Teach them how to remove the speed bumps

You speak the language of respect when you are known as a person others can
count on to get it done no matter what.

• Knows when to stop planning and start implementing;

• Takes the initiative to make things happen;
• Is assertive in managing problems;
• Makes timely, clear-cut firm decisions

14. PRODUCTION Achieves results:

• Teach how to raise the bar high and still achieve the goal
• Teach how to figure out why it is not getting done – skill / resource /
motivation deficit

When you speak the language of respect you are focused on achieving results
and doing it now!

• Overcomes obstacles to complete projects successfully;

• Effects outcomes that set high standards for others;
• Achieves results that have a positive impact on the organization as a whole

15. DEVELOPMENT OF OTHERS Cultivates individual talents:

• Teach them how to be a coach
• Teach them how to conduct a Performance and Development Plan
• Teach them how to give feedback regularly

You speak the language of respect when you make someone better than they
were before you began.

• Is patient, helpful, effective coach;

• Gives others access to training for skill development and professional growth;
• Provides objective appraisals of others strengths and needs;
• Maintains a timely schedule for performance discussions and follow ups

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16. DEVELOPMENT OF OTHERS Motivates successfully:
• Stamp out ANTS (automatic negative thoughts)
• Teach them to encourage others by giving recognition and appreciation
• Find people doing something right

You speak the language of respect when you say thank you.

• Gives recognition to producers of high quality work;

• Shows appreciation when others give extra effort;
• Shares a contagious enthusiasm that promotes a positive attitude in others

17. PERSONAL DEVELOPMENT Displays commitment:

• Teach them to give everything they’ve got to everything they do.
• Teach them to have infinite patience and enduring persistence

The language of respect demonstrates loyalty and honor towards themselves

and others.

• Maintains a consistently high energy level;

• Persists and perseveres;
• Keeps a positive outlook

18. PERSONAL DEVELOPMENT Seeks improvement:

• Teach them to pull the weeds
• Teach them it’s OK to ask for help
• Teach them to get rid of what you don’t want to make room for what you do want.
• The greatest courage is tackling the changes we must make in ourselves

The language of respect demonstrates that we learn something new each day.

• Admits mistakes and learns from them;

• Handles negative critiques constructively;
• Identifies and pursues resources needed to improve
performance

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What makes a great supervisor and leader?

• Getting people to do what they may not wish to do, but gladly do so anyway.
• Creating a clear plan to get things done
• Organizing and communicating to win
• Having the passion and determination to overcome the obstacles and adversity
• Having the discipline to what you have to do, when you have to do it, whether you like it or not.
• Being known as the person others can count on to get it done no matter what.
• Constantly learning and constantly growing
• Treating each person and yourself with respect

• What will you do differently tomorrow to hire, train and retain great supervisors?

• What will you do differently today to change yourself into a great supervisor?

If you want your employees to

S.O.A.R. ©

Then management needs to

L.E.A.D. ™

Doug Duncan

Your HR Solutions, Inc.

9 Highland Place
Maplewood, NJ 07040
973-378-8456
dduncan@yourhrsolutions.com
www.yourhrsolutions.com
www.hroutofthebox.com
www.yourcompanyuniversity.com

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