The Certified Supervisor (CS) course prepares students to be supervisors in a challenging modern workplace. It is based on the premise that organizational variables including diversity in the workforce, computer and communication technology, and the design of organization structures are constantly changing. Overall, this program focuses on discussing important supervision concepts and providing fundamental skills necessary for applying these concepts. Students will learn the critical role of a supervisor in an organization and the abilities needed to be successful.
Exam – 100 multiple choice questions based on the following content:
Chapter One : Modern Management: Concepts & Skills
- Define what a manager is.
- Summarize research findings that have led to basic ideas of what managers should do.
- Describe how the growing diversity of the workforce affects the manager’s role.
- Identify the general functions of a manager.
- Explain how managers are accountable to higher management, employees and co-workers.
- Describe the typical background of someone who might be promoted to manager.
- Identify characteristics of a successful manager.
Chapter Two : Ensuring Quality & Productivity
- Describe the consequences suffered by organizations as a result of poor-quality work.
- Summarize techniques for quality control.
- Identify ways organizations measure their success in continuous quality improvement.
- Identify constraints on productivity.
- Describe how productivity and productivity improvements are measured.
- Identify ways productivity may be improved.
- Explain why employees have fears about productivity improvement and how managers can address those fears.
Chapter Three : Groups, Teams & Powerful Meetings
- Distinguish types of groups that exist in the workplace.
- Describe characteristics of groups in the workplace.
- Identify the stages that teams pass through as they develop.
- Explain why teamwork is important.
- Understand how a High Performing Team works.
- Describe how the supervisor can lead a team so that it is productive.
- Discuss how to plan for effective meeting
- Provide guidelines for conducting effective meetings.
Chapter Four : Corporate Social Responsibility & Ethics
- Define corporate social responsibility.
- Define ethics, and explain how organizations specify standards for ethical behavior.
- Identify benefits of ethical behavior and challenges that make ethical behavior more difficult I the modern workplace.
- Discuss the impact of cultural differences on ethical issues.
- Describe major types of ethical behavior that managers should practice.
- Outline ways to make ethical decisions.
- Provide guidelines for supervising unethical employees.
- Define whistle-blowers, and describe how the manager should treat such employees.
Chapter Five : Managing Diversity
- Define diversity.
- Identify how the UAE workforce is changing.
- Differentiate among prejudice, discrimination, and stereotypes in the workplace.
- Explain how sexism and ageism are barriers to diversity and how supervisors can be more aware of them.
- Describe some ways to communicate more effectively in the diverse workplace.
- Discuss how and why employers must accommodate employees’ disabilities.
- Importance of Diversity Training in the Workplace.
Chapter Six : Reaching Goals: Plans & Control
- Describe types of planning that take place in your organization.
- Identify characteristics of SMART objectives.
- Define management by objectives (MBO) and discuss its use.
- Discuss the Manager’s role in the planning process.
- Explain the purpose of using controls.
- Identify the steps in the control process.
- Describe types of control and tools for controlling.
- List characteristics of effective controls.
Chapter Seven : Organizational Structure & Authority
- Describe organization charts.
- Identify basic ways in which organizations are structured.
- Distinguish between line and staff authority and between centralized and decentralized authority.
- Compare and contrast authority, power, responsibility, and accountability.
- Identify the steps in the process of organizing.
- Describe four principles of organizing.
- Discuss why and how managers delegate.
- Identify causes of reluctance to delegate.
Chapter Eight : The Manager as a Leader
- Discuss the possible link between personal traits and leadership ability.
- Explain democratic vs. authoritarian leadership.
- Explain major leadership theories.
- Identify criteria for choosing a leadership style.
- Explain how managers can develop and maintain good relations with their employees, upper management, and peers.
Chapter Nine : Problem Solving, Decision Making & Creativity
- Identify the steps in the rational model of decision-making.
- Describe guidelines for making decisions.
- Understand tools that can support Problem Solving, Decision Making and Creativity
- Discuss advantages and disadvantages of making decisions in groups.
- Describe guidelines for group decision-making.
- Discuss how managers can establish and maintain a creative work climate.
- Identify ways to overcome barriers to creativity.
Chapter Ten : Communication
- Describe the process of communication.
- Distinguish between hearing and listening.
- Describe techniques for communicating effectively.
- Identify barriers to communication and suggest ways to avoid them.
- Distinguish between verbal and nonverbal messages, and name types of verbal messages.
- Identify the directions in which communication can flow in an organization.
- Distinguish between formal and informal communication in an organization.
- Discuss the role of the grapevine in organizations.
Chapter Eleven : Motivating Employees
- Identify the relationship between motivation and performance.
- Describe content theories of motivation.
- Describe process theories of motivation.
- Identify ways managers can motivate their employees.
Chapter Twelve : Managing People: Counseling and Discipline
- Identify common types of problem behavior among employees.
- Identify what the Disciplinary Process is
- Guidelines for Effective Discipline
- Understand counseling and coaching techniques.
- Discuss the role of the Manager’s Manager and the HR department in helping the supervisor with problem employees.
Chapter Thirteen : Managing Time and Stress
- Understand how Managers can evaluate their use of time.
- Describe ways to plan the use of time.
- Identify some time wasters and how to control them.
- List factors that contribute to stress among employees.
- Summarize consequences of stress.
- Identify ways organizations, including Managers, can help their employees manage stress.
Chapter Fourteen : Managing Conflict and Change
- List the positive and negative aspects of conflict.
- Define types of conflict.
- Describe strategies for managing conflict.
- Explain how Managers can initiate conflict resolution, respond to a conflict, and mediate conflict resolution.
- Identify sources of change and explain why employees and supervisors resist it.
- Discuss how Managers can overcome resistance and implement change.
- Explore how Managers can help employees within the process of change.
Chapter Fifteen : Selecting Employees
- Distinguish between job descriptions and job specifications and explain how they help in the selecting employees.
- List possible sources of finding future employees.
- Identify the steps in the selection process.
- Discuss how a manager should go about interviewing candidates for a job.
- Define types of employment tests.
Chapter Sixteen : Providing Orientation and Training LEARNING OBJECTIVES
- Summarize reasons for conducting an orientation for new employees.
- Discuss how a Manager can prepare for an effective orientation.
- Identify methods for conducting an orientation.
- Describe the training cycle.
- Define major types of training.
Chapter Seventeen : Appraising Performance
- Summarize the benefits of conducting performance appraisals.
- Identify the steps in appraising performance systematically.
- Describe sources of bias in appraising performance.
- Explain the purpose of conducting performance appraisal interviews.
- Tell how Managers should prepare for a performance appraisal interview.
- Describe guidelines for conducting the interview.