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Definition: A 'Fronline Leader' is a person whose job include supervising and leading a group of employees to achieve the operational-level strategies of the organizations. These could be Section Heads, Senior Executives/ Engineers, Project Team Leaders, Foreman, Supervisors, etc.

Effective Frontline Leaders (e.g. Section Heads, Senior Executives/Engineers, Project Team Leaders, Supervisor, etc) must be able to position themselves as competent people leaders in order to gain respect from their subordinates, peers, and managers. However, very often excellent performers are promoted to Supervisory position without first being trained to a Frontline Leader. More often than not, they just function as a 'superior', emulating whatever they have learned from their own superiors. Technically they are skillful but many failed to be people leaders. This Frontline Leader/Supervisory Development Program is a series of training modules that will help you to build up your people handling Skills.

This is not a one-off training program but a series of modular training events that will lay a solid foundation for all frontline leaders. In between the modules, the participants will get the opportunity to put into practice whatever they have learned and then get feedback/coaching from the Instructor in the following training session.

As the Leadership role is getting more and more challenging today, the transition from excellent performer to competent leader can be trying, and it demands a new set of people handling skills.  The demands for higher quality and performance are increasing; the workplace is growing more complex.  With the internet, subordinates are getting better informed and more knowledgable. In face of such challenges, frontline leaders have to be effective if they are to help their workers invest the best of their minds, hearts and hands into their work - - if the work is to be done well.  Frontline leaders must foster good relationship with people.  It is a role that no longer must focus primarily “downward”; but also upward and across the organization as well. 

This Frontline Leader/Supervisory training program consists of one (1) foundational course module and five (5) skills-building modules that focus on the essential skills needed to excel in a today’s frontline leadership position.  The course objectives, contents, and duration (in hours) for each module are as listed in the table below.  These modules are conducted in a workshop-style where participants practice hands-on the skills being taught.

*Optional:  The program implementation is flexible and can be customized specifically to the organization's needs. For example, a Certificate-Level in Frontline Leader/Supervisory Development Program where participants can complete the entire program in four (4) to six (6) months period depending on their work schedule and organization’s scheduling preference.  Pre- & Post- tests will be administered together with project assignments to gauge participant’s knowledge acquisition.

This Frontline Leader/Supervisory training program will definately assist both the experienced and recently appointed frontline leaders to gain leadership skills fast and be more confident in their job. 



At the end of the program, participants will be able to ...

  • Describe the benefits and importance of effective Frontline Leader’s role & responsibility in the organization
  • Lead and take up the new challenges facing today's Frontline Leaders
  • Apply the 5 Basic Principles of Frontline Leadership for personal effectiveness
  • Practice the following Personal Skills:
      - Be proactive and setting S.M.A.R.T goals for the team
      - Conducting Effective Meetings
      - Attentive Listening skills and  Getting Good Information From Others
      - Presenting and giving clear and specific instructions/directions
  • Practice the following Interpersonal Skills for effective daily interactions with others:
     - Emotional Bank Account deposits
     - Recognizing Positive Results
     - Giving Constructive Feedbacks
     - Delegation for productivity & growth
     - Dealing with Emotional Behavior
  • Coaching subordinates' work performances
  • Conducting effective Performance Reviews


Target Group
  • Assistant Managers, Section Heads, Staff Engineers, Project Team Leaders, Senior Executives/Engineers, Supervisors – whose job involves supervising individuals or teams towards operational excellence.
  • This program is also very suitable for those preparing for Supervisory position.
  • Program methods include video, discussions, assignments, workshop exercises, quizzes, role-play and group work to give participants the best opportunities for learning how to do it well.
  • * Program Assessment: For each module:
    - Level 1 (After-training evaluation and feedback questionnaires) assessment, and ...
    - Level 2 (Pre- & Post- tests) will be conducted by the Instructor.
  • *Optional: For Certificate-level, mini-project/assignments (that are customized to the organization's targeted Learning Objectives) will be administered to assess participant's transfer of knowledge/skills back to their workplace.
program outline :


Effective Supervisory Skills

(Duration: 2-days/ 16 Hours)



  • Introduction:
    • Who is a Supervisor?
    • Importance & benefits of effective Supervisory role to the organization
    • Maximizing benefits from training.
  • Supervisory Functions:
    • Expanded Role of the Supervisor.
    • Exercise: Are you supervising?
    • Measurements of performance.
    • Challenges facing Supervisors
    • Changing skill-sets
    • Exercise: Why some Supervisors succeeded & some failed?
    • Supervisor as a Frontline Leader
  • Basic Principles of Frontline Leadership
    • Basic Principles:
      • Focus on the issue, situation, behavior and not on the person
      • Maintain the self-esteem and self-confidence of others
      • Maintain good relationship with subordinates, peers and superiors.
      • Make things better & lead by example
    • Exercise: Video & Role-play:
  • Developing Essential Supervisory Personal Skills:
    • Developing Self-Awareness & Proactiveness
    • Manage own performance first
    • Skill 1: Planning: Setting S.M.A.R.T goals
    • Exercise:  Set S.M.A.R.T goals
    • Mental Visualization: 'Consequence Thinking'
    • Planning, Prioritizing and Monitoring progress
    • Skill 2: Planning : Focusing on 'Vital Fews'
    • Exercise:  Are we meeting goals?
  • Developing Essential Supervisory Interpersonal Skills:
    • Exercise: Why do others want to work with you?
    • Understanding worker's motivation, and how to work along with others.
    • Skill 3: Depositing into Emotional Bank Account
    • Exercise: Identifying “human touch’ activities
    • Skill 4: Communication: Active Listening
    • Skill 5: Giving Clear & Specific Instructions
    • Exercise: Listening and directing others


(Duration: 2-days/ 16 Hours)


2A). '1-to-1 Communication With Direct Reports'
(1-day/ 8 Hours)



  • Introduction: What Superiors need to communicate?
  • Leadership functions in 1x1 Communications
  • 1x1 Vs Team communication
  • Being a 'Representative of Your Organization'
  • Essential Interaction Skills Key Actions:
    - Set S.M.A.R.T and communicating it to Direct Reports
    - Providing Positive Feedback to Direct Reports
    - Action Planning - - Positive Feedback Worksheet
    - Using the E.A.R model in your 1x1 interactions
  • Differences between Praising, Reprimand and Re-directing
  • Case study and role-play exercises

2B). 'Giving Constructive Feedback'
(1-day/ 8 Hours)





  • Introduction: Why give feedbacks?
  • Leadership functions in giving constructive feedback
  • Recognizing when to give constructive feedback
  • Essential Interpersonal Skills Key Actions:
    - Stating the constructive purpose of feedback
    - Describing behaviors observed
    - Impact and reactions
    - Providing opportunity for response
    - Specifying suggestions
  • Possible pitfalls
  • Case study and role-play exercises


(Duration: 2-days/ 16 Hours)


3A). 'Getting Good Information From Others'
(1-day/ 8 Hours)



  • Leadership functions in getting good information from others
  • Important of good communication techniques and continuously getting good information from others
  • Essential Interpersonal Skills Key Actions:
    - Focusing on the discussion, filtering for information needed.
    - Using proper questioning techniques to expand discussion or prompt for specifics
    - Encourage dialog through proper body language
    - Reaffirm understanding, summarize and close the discussion.
  • Suggestions and possible pitfalls
  • Case study and role-play exercises


3B). Handling Difficult Direct Reports
(1-day/ 8 Hours)




  • Introduction: What is Difficult People?
  • Leadership functions in Handling Difficult Direct Reports
  • Cues to watch for when Difficult 1x1 Categories
  • Difficult 1x1 Tips
  • Essential Interpersonal Skills Key Actions:
    - Using E.A.R model to Reprimand or Re-direct
    - Action Planning - - Difficult 1x1 Worksheet
    - Practice: Giving Difficult 1x1's
    - Exercise: Reprimanding and Re-directing Others
  • Follow-up session with Difficult Direct Reports
  • Case study and role-play exercises


(Duration: 2-days/ 16 Hours)


4A). Delegating For Productivity & Growth
(-1 Day/ 8 Hours)



  • Leadership functions in dealing with delegation.
  • Understanding effective delegations.
  • Essential Interpersonal Skills Key Actions:
    - Open by identifying the responsibility and its importance.
    - Clarify the responsibility, including expectations and limits.
    - Develop ideas for transferring the responsibility.
    - Agree on plan for transferring and tracking the responsibility.
    - Close by summarizing and confirming confidence
  • Leadership support and reassurance to reconcile people
  • Suggestions and possible pitfalls.
  • Case study and role-play exercises.


4B). Dealing With Emotional Behavior
(-1 Day/ 8 Hours)




  • Leadership functions in dealing with emotional behavior
  • Understanding emotional behaviors
  • Essential Interpersonal Skills Key Actions:
    - How to calmly acknowledging the emotional behavior
    - Describe impact of emotional behavior
    - Continue discussions constructively
    - Approach for jointly refocusing on work issue.
  • Leadership support and reassurance to reconcile people
  • Suggestions and possible pitfalls
  • Case study and role-play exercises


Coaching For Higher Work Performance

(Duration: 2-days/ 16 Hours)




  • Introduction:
    • What is Performance?
    • Performance Management System (PMS)
    • Leadership functions in performance management
  • Managing Own Performance:
    • Exercise: The Bees and Bee-keepers
    • Deliverables, Milestone, Tasks
    • Exercise: Setting S.M.A.R.T Goals
    • Measurements of performance: KRA, KPIs.
    • Communicating goals to others
    • Aligning goals with others
  • Performance Planning (PP)
    • The Performance Management Cycle
    • Five Principles of good performance management
    • Performance Expectation = [Results + Actions & Behaviors] / Expectation
    • Set mutual agreement for performance review and timeline
    • Exercise: Video & Role-play
  • Performance Reviews (PR)
    • Why do Performance Review (PR)?
    • Goals and Benefits of Performance Review.
    • What makes a good PR?
    • Distinction between Coaching, Counseling, Mentoring and Teaching
    • Exercise: Are you coaching?
    • Why coach?
  • Coaching Techniques
    • Skills 2: Performance Coaching Analysis
    • Skill 3: Performance Coaching Technique:
      - Getting agreement that a problem exists
      - Mutually discuss alternative solutions
      - Mutually agree on actions to be taken to solve the problem/issue
      - Follow-up to insure that agreed upon action has been taken
      - Recognize any achievement.
    • Leadership support and Re-direction Technique
    • Suggestions and possible pitfalls
  • Case study and role-play exercises.


**Note : The above 5 modules can be further customized to suit customer's requirements.
administrative details :
Duration : As per module (pls see table above)
Time : 9.00am - 5.00pm
Venue : In-house program
Language medium : English
Class Size : Up to 25 participants per class
Trainer :
Nelson Kok (please click here to see trainer's profile)
***Please contact ME for more INFORMATION on how to customize these courses for your organization ****
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