Instructor – Adeel Ahmad

This one-day course will review some of the advanced knowledge and techniques supervisors need in order to be effective in their role. This course is designed for those who have more than 2 years experience in a supervisory role in a predominantly Social/Human Services role and are looking for tools and techniques around topics including:

• Fixing a team that throws each other under the bus
• Leading through change
• Service improvement models – SIPI and LEAN
• How to improve the client experience
• The complaints management process

Learning Objectives:

• To review some situations supervisors may encounter in their role and discuss potential solutions to each of these situations
• To explore various supervisory responses to situations and determine the pros and cons of each
• To review the ADKAR model of change and discuss and review how to introduce, prepare and successfully implement change initiatives
• To examine and review various service improvement models
• To explore different procedural and other approaches to implement in human  services settings that will result in an improvement in client satisfaction