The 21st Century Supervisor: Nine Essential Skills for Frontline Leaders

A Word to Those Who Lead Supervisors xiii

Introduction 1

The Traditional Supervisor 1

The Origins of the 21st Century Supervisor 2

The Skills Needed to Become a Leader 4

1. Wake Up and Smell the Future: Leadership Skills Beyond the Basics 7

Part 1 People Skills 23

2. Communication Skills: The Most Important Professional Tool of the 21st Century 27

3. Team Skills: Leading the High-Performance Work Team 55

4. Coaching Skills: Leading Your People to Perform Beyond Their Expectations 85

Part 2 Technical Skills 129

5. Business Analysis Skills: Learning to Measure Performance 131

6. Continuous Improvement Skills: Driving the Never-Ending Process of Improvement 157

7. Computer Skills: Increasing Your High-Tech Knowledge 193

Part 3 Administrative Skills 215

8. Project Management Skills: Becoming a Strategic Planner 217

9. Writing Skills: Leading Others Through Your Written Word 241

10. Resource Management Skills: Giving Your Employees What They Need to Succeed 265

11. Testimonies from Four 21st Century Supervisors 297

12. The 21st Century Supervisor: How to Start and Finish the Race 313

In Closing 328

About the Authors 331