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HOT OFF THE PRESS! View VisionPoint's Perspective Paper, Training Triage: Prioritizing Needs for the High-Performing Workforce.

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Ask us today about creating curriculum for your frontline supervisors and new managers.

VisionPoint training supports the development of frontline supervisors and new managers.

Beyond personal accomplishment, achieving results through others becomes the work of peer leaders, front-line supervisors and the management ranks. Managing others requires a focus on performance, work process, the customer experience and mitigating risk.

1. Manage Performance
2. Manage Work Processes
3. Manage Customer Experience
4. Manage Risk

IMPORTANT INFORMATION ABOUT KEY COMPETENCIES
FOR MANAGING OTHERS:

Competency: Manage Performance

Definition:	A broad set of analysis, problem-solving and communication skills that enable the successful day-to-day direction of effort to deliver desired results.
Point of View:	A motivated, productive and loyal workforce is the one element that competitors cannot duplicate and is the cornerstone of any organization’s long-term success. A leader’s ability to manage workforce performance effectively is the single most important factor in attracting and retaining a motivated, productive and loyal workforce.
Main Contributing Behaviors:	• Identify the profile of individual team members (strengths, areas needing development, career and personal aspirations, communication style, etc.) • Identify and hire the right people • Set and communicate work quality and process expectations • Set and communicate goals • Coach to correct and improve performance • Evaluate performance • Document actions appropriately
Training Focus:	Training that emphasizes the balance of all management responsibilities, giving and receiving feedback, conducting performance appraisals, practicing progressive discipline, motivating high performers, conducting effective job interviews, delegating with accountability and communicating and managing expectations.

Competency: Manage Work Processes

Definition:	Applying the problem-solving, decision-making and leadership skills needed to identify and execute procedures that contribute to effective and efficient operations.
Point of View:	As organization’s work to maximize productivity with the minimum level of resources possible, efficient and effective work processes often mean the difference between positive and negative bottom line operations. In addition, effectively managing work processes positively impacts workforce morale and retention because there is less confusion, misdirection and wasted effort.
Main Contributing Behaviors:	• Utilize good time and information management skills and processes • Utilize a systematic, disciplined approach to leading meetings • Utilize a systematic process for making decisions • Manage workflow and quality
Training Focus:	Training that emphasizes sound decision making, effective facilitation of meetings, managing team time and productivity, managing competing priorities, organization of information, improving work processes and coaching for action.

Competency: Manage Customer Experience

Definition:	The essential work skills and mindsets needed to maintain focus and ensure productive action while adjusting to a variety of customer-driven workplace circumstances.
Point of View:	Effectively managing the customer experience leads to customer loyalty. When customers trust you they are more likely to collaborate in problem solving, provide input for innovative change, and seek you out as a resource and partner.
Main Contributing Behaviors:	• Build trust through honest communication • Be clear on expectations (what, when, why and how) • Use good time and information management • Be positive and proactive • Be accountable, flexible, and responsive • Solve problems • Proactive allocate resources
Training Focus:	Training that emphasizes developing high-performance principles, effective listening and communication, creative problem solving, and uncovering hidden needs.

Competency: Manage Risk

Definition:	Taking the preventive and corrective actions needed to ensure a safe, compliant and productive workplace, while limiting the legal liability of the organization.
Point of View:	Organizations can be forced to pay significant dollars in fines, fees and compensation awards due to violations of laws and regulations. In addition, violations can result in failure to win and hold business, decreased productivity and failure to attract and retain high-performing employees. New leaders are on the front lines of an organization’s efforts to manage this risk and minimize the damage when situations do arise.
Main Contributing Behaviors:	• Follow the organization’s standards, policies and procedures related to workplace ethics, workplace safety, fiscal accountability and employment practices • Communicate laws, policies and procedures to employees and confirm understanding • Enforce laws, policies and procedures consistently and fairly
Training Focus:	Training that emphasizes leading with integrity, promoting a respectful workplace, understanding employment law, preventing harassment and discrimination, preventing retaliation and workplace violence, preventing abuse of power and investigating a complaint.