Leadership & Supervisory Skills
About this programme
The jump from strong agent to effective supervisor is a change of craft, not a promotion of the same one. The new job is coaching, performance conversations, team communication and the steady handling of conflict, and none of it is instinctive. This programme trains that craft directly.
It is built from how Connect Centre actually develops its own floor supervisors and team leaders, including leaders drawn from our reintegration and inclusion cohorts. Across two days, learners practise the conversations that define the role: the coaching session, the difficult feedback, the performance review and the conflict they cannot postpone.
What you will be able to do
By the end of this programme, learners will be able to:
- Conduct a structured coaching conversation with an agent, following the coaching framework and agreeing one specific development action
- Deliver clear, specific and respectful feedback on underperformance in a role-played scenario, meeting the feedback checklist criteria
- Set and communicate performance expectations using measurable standards an agent can act on
- Run a short, well-structured team briefing that lands priorities clearly and invites questions
- Manage a simulated team conflict to a workable resolution, staying impartial and keeping the relationship intact
How the programme is structured
From Agent to Leader
What changes in the role · earning authority without distance · the supervisor's week
Coaching Skills
The coaching conversation · listening before advising · agreeing development actions
Performance Management
Setting expectations · measuring fairly · the underperformance conversation
Team Communication
Briefings that land · communicating change · keeping a team informed under pressure
Conflict Management
Early intervention · staying impartial · role-played conflict practicum
Assessed Practicum
Coaching and feedback conversations assessed against the observation checklist
Every programme follows a defined lesson plan with a participant workbook, practical activities and assessment, reviewed internally and approved by management before delivery.
Skills you will build
- People Leadership
- Coaching for Performance
- Performance Management
- Conflict Management
Course intakes
One intake runs each month. Exact dates are confirmed in writing when you enquire, together with the programme fee and registration terms.
Not sure this is the right programme for your team?
Tell us your goals and we will recommend the right fit, with a written quotation and no obligation.
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