WELCOME LEADERS

OPERATION ACADEMY – LADDER TO LEADER PROGRAM

Branch Operation Service

Supervisor
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Fundamental Leadership
Learning and Talent Management
Objective

• To update the participants in operation and service

supervisory.

• To equip participants with strategic competencies in

managing branch operation & services activities

• To leverage and optimize supervisor capabilities in

managing the team.

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Framework Competencies

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Attribute of A Leader – Supervisor “MUST KNOW”
1
Know
Yourself
5 2
Know Your Know
Achievement Your
Team

4 3
Know Know
Your Your
Activities Goals
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Supervisor Must Know – Know Your Self

vs

Role Behavior

Trustworthy Committed Competent Respectful Cooperative Mature Reliable

ISLAMI – MODERN - PROFESIONAL

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Supervisor Must Know – Know Your Team

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Supervisor Must Know – Know Your Team
- Define Your Team -
HIGH

A B
Risk of Leaving

High Risk High Risk

Low Contribution High Contribution

D Low Risk
Low Contribution
C Low Risk
High Contribution

LOW Contribution HIGH

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Supervisor Must Know – Know Your Team
- Action Plan -
HIGH
Risk of Leaving

A High Risk
Low Contribution
B High Risk
High Contribution

D Low Risk
Low Contribution
C Low Risk
High Contribution

LOW Contribution HIGH

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Supervisor Must Know – Know Your Team

Know Your Team

People Strategy
• Understanding the dynamic of personality,
competencies and capabilities. • Reward
• Each employee is unique • Team development
• Important for development and motivation • Optimizing capabilities
• Be Aware and mindful of who makes up your • Right man on the right
team and what they do for the team. position

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Supervisor Must Know – Know Your Goals

Stretch Measurable Achievable Realistic Timebound

How far dou How will You Know

you want to Is it in Your power to Can You realistically When do you want
when you’ve achieve it?
improve? Accomplish it? to accomplish it?
reached it?

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Supervisor Must Know – Know Your Activies
PCDCA Concept

COOR
PLAN DINATE
DO CHECK ACTION

STEPS ACTION STEPS ACTION

PLAN • Merencanakan pekerjaan CHECK • Mengevaluasi kinerja individu
• Menetapkan sasaran dan standar • Memberikan penghargaan
individu kepada individu
COORDINATE • Menetapkan sasaran dan standar ACTION • Memberikan coaching dan
team pelatihan
• Memonitor kerja team • Memecahkan masalah
DO • Melakukan aktivitas yang
terkoordinir
• Memonitor kinerja individu 12
Supervisor as Facilitator to Learn and Develop Team
supervisor should be able
supervisor should become
an inspiring, engaging,
develop the profesional
pasisonate and role model team , encourage the
of a Leader in Region further development
team member

MOTIVATING DEVELOPING

CONFLICT COACHING
MANAGEMENT
supervisor should
supervisor should be able
be able to manage
to guide the team in
the conflict among
Managing and developing
the team member and
the capabilities, attitudes,
optimize the resources to
and behavior to success
aim the Goals

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Supervisor as Facilitator to Learn and Develop Team
- Motivating -

Self Actualization
Desire to become the most that the one can be

Esteem
Respect, status, recognition, strength, freedom

Belonging and Love

Friendship, intimacy, family, sense of connection

Safety
Employment, resources, health, property / assets

Phsycological
Fundamental basic needs : food, house, clothing etc

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Supervisor as Facilitator to Learn and Develop Team
- Motivating -

How to motivate employees

• Thank personally, timely and sincerely
• Take time to meet and listen
• Provide feedback
• Encourage new ideas and initiative
• Involve team in decision
• Recognize, reward, psupervisorote based on PERFORMANCE
!!
• Give Chance to learn a new skill
• Encourage team to take new challenges

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Supervisor as Facilitator to Learn and Develop Team
- Developing -

Knowledge

Skill

Lecturing Facilitation

Attitude
METHOD

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Supervisor as Facilitator to Learn and Develop Team
- Developing -
Lecturing
1. Lecturing dilakukan dengan cara ‘menceritakan /
menjabarkan’
2. Orientasi pada ‘task’ / tugas
3. Peserta training memulai diskusi terlebih dahulu
4. Sifatnya lebih memberi arahan / directive
5. Fokus pada prosedur
6. Umumnya tentang hal-hal yang mendetail
7. Penekanan pada menghargai proses dan sistem
8. Sangat tergantung pada alat bantu Lecturing
Facilitation
1. Facilitation dilakukan dengan cara ‘melontarkan
pertanyaan / terlibat melakukan sesuatu’
2. Orientasi pada hubungan
3. Facilitator menginisiasi / memulai diskusi lebih dahulu
4. Lebih mementingkan keahlian ‘mendengarkan’
5. Fokus pada emosi (perasaan kita tentang subjek yang
dibahas)
6. Penekanan pada ‘the big picture’ selain hal-hal mendetail
7. Penekanan pada menghargai ‘orang yang berproses
belajar’
8. Pada umumnya sangat tergantung pada pihak fasilitator
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Supervisor as Facilitator to Learn and Develop Team
- Mentoring -

The objective of mentoring

concept are :
1. Retention, engagement and empower to aim
high performance team
2. Succession planning
3. Develop professional relationship
4. Create a continuous learning culture
5. Career growth and development

How to be a Good Mentor ?

1. Patient Listener
2. Inspires trust through word and action ( Integrity )
3. Respect confidentiality
4. Give advice and Share experiences without forcing
decisions
5. Demonstrate confidence into mentee

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Supervisor as Facilitator to Learn and Develop Team
- Coaching -
Achieve
objective

Leader
Retention

BENEFITS
Job
Satisfaction

Improve
Relationship

Improve
Motivation

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Performance Coaching
The Coaching Model

A Awareness
Identifying, assessing and validating
coaching opportunities (observation).

D Diagnosis

A
Conducting structured coaching
Approach conversations with the sales person
using the GROW model.

P Plan Agreeing the action required to address

the identified performance improvement
opportunity and monitoring result to
ensure coachees progress along the

T Track agreed path

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Performance Coaching
- Coaching Model Approach-

Method

Goal Realit Option What Next?

Time Opening and focus y Enablers & Blockers Action Plan
Duratio 40% 30% 30%
n  Goal/purpose of coaching  Question to  Concentrate
session define the goal action to be done
Content  Where do you want to go?  Solution finding
 Where do you start  Possible actions
fsupervisor?  Prioritization
 What worked?
 What did not work?
 Where are you now?

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Performance Coaching
- Video Based Learning -

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Supervisor as Facilitator to Learn and Develop Team
- Conflict Management -
Conflict Management is the process of limiting the
negative aspect of conflict while increasing the positive
aspect of conflict

The objective is to enhance learning and group outcomes,

including effectiveness and performance in organization

If the Conflict can be managed properly, will improve the

group outcomes

HIGH
COMPETING COLLABORATING
ASERTIVE

COMPsupervisorIZ
ING
AVOIDING ACCOMODATING

LOW COOPERATIVE HIGH

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Supervisor Must Know – Know Your Achievement
Periodically Monitoring the progress and
Evaluating the achievement
WHAT IS MONITORING?
Tracking and Assessing performance through analysis and
comparison of indicators.

How ?
• Looking into the Process, going towards the target.( tracking )
• Prochedures are being followed according to the work plan.
• Meet the target or not
• Continuous info collection , analysis and report for the decision
making.

1. MAKE MONITORING HAPPEN ! The objective of monitoring is to track the progress fsupervisor
Team may need to be Psupervisorpted to monitor their progress. baselineto disired outcomes
Research shows encouraging monitoring is highly effective

2. NOTE THE PROGRESS !

Monitoring has a greater impact on Goal achievement when EVALUATION
progress is phisically recorded
Assessing the efficiency,effectiveness, impact and relevance of the
2. BE TRANSPARENT action plans,
Monitoring has a greater impact on Goal achievement when
progress is shared publically The Objective is to validate what result were achieved, how and
why not achieved

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ALHAMDULILLAH

Thank You