本课程是 ICPM 注册主管专业证书专项课程的一部分

Andrew S Koch

提供方

ICPM 注册主管专业证书职业经理人认证机构

课程信息

38,545 次近期查看

This course provides the essential skills and knowledge that you as a supervisor will need to understand and communicate effectively with employees and customers from a wide variety of backgrounds. At its conclusion, you will be able to:
•	Describe the nature of a supervisor’s position and its role in building a positive work environment.
•	Identify and apply skills for communicating effectively with individuals and groups.
•	Explain the implications of a culturally diverse society and workforce.
•	Explain why a strong customer service culture is crucial to organizational success.
•	Explain the role of the supervisor in creating a customer-centric organization.

Most importantly, you will be able to apply this knowledge immediately to be an effective, efficient supervisor and deal with employees, other managers and customers appropriately and effectively.

If you want to become or are currently working as a supervisor, this course is made for you. You do not need to have management or supervisory. If you have a high school diploma or its equivalent and a few years of work experience, you are qualified for this course. 

There are no prerequisites for this course, and you do not need any special software.

可分享的证书

完成后获得证书

100% 在线

立即开始，按照自己的计划学习。

第 1 门课程（共 3 门）

ICPM 注册主管

可灵活调整截止日期

根据您的日程表重置截止日期。

初级

To be successful in this course you should have a high school diploma or its equivalent and at least three years of work experience.

完成时间大约为10 小时

英语（English）

字幕：法语（French）, （欧洲人讲的）葡萄牙语, 俄语（Russian）, 英语（English）, 西班牙语（Spanish）

您将学到的内容有

Explain the unique role of supervisors in building a work environment that balances organizational goals with the rights of employees.

Explain how supervisors can communicate effectively with individuals and groups by choosing appropriate methods and media for each given situation.

Explain why diversity is crucial to organizational success and apply best practices to ensure that all workers are treated fairly and respectfully.

Explain the role of supervisors in creating a strong customer service culture and why it is crucial to customer retention.

您将获得的技能

Building a customer service cultureActive ListeningCommunicationHolding effective meetingsUnderstanding diverse others

可分享的证书

完成后获得证书

100% 在线

立即开始，按照自己的计划学习。

第 1 门课程（共 3 门）

ICPM 注册主管

可灵活调整截止日期

根据您的日程表重置截止日期。

初级

To be successful in this course you should have a high school diploma or its equivalent and at least three years of work experience.

完成时间大约为10 小时

英语（English）

字幕：法语（French）, （欧洲人讲的）葡萄牙语, 俄语（Russian）, 英语（English）, 西班牙语（Spanish）

讲师

授课教师评分

4.4/5 （18 个评分）

Andrew S Koch

Executive Director

Institute of Certified Professional Managers

4,878 个学生

3 门课程

提供方

职业经理人认证机构

教学大纲 - 您将从这门课程中学到什么

周

周 1

完成时间为 2 小时

Creating a Positive Workplace

In this module you will learn and apply knowledge and skills with respect to the supervisor’s position and its unique role in building a work environment that balances organizational goals with the rights and needs of its employees. Click the RESOURCES link in the left-hand toolbar for lecture notes in PDF format.

完成时间为 2 小时

7 个视频（总计 35 分钟）, 2 个阅读材料, 2 个测验

7 个视频

Welcome to the ICPM Certified Supervisor Specialization5分钟

Welcome to Modern Supervisor Skills2分钟

What is Management5分钟

What are Supervisors?5分钟

Becoming a Supervisor5分钟

Judging Supervisory Performance4分钟

Handling Pressure5分钟

2 个阅读材料

Basic Principles of Management15分钟

Working Remotely During COVID-19: Your Mental Health and Well-being30分钟

2 个练习

Creating a Positive Workplace30分钟

周

周 2

完成时间为 2 小时

Becoming Customer-Centric

In this module you will learn and apply skills that supervisors can use to build an organization that is dedicated to meeting customer needs, and why supervisors play a key role in the process of becoming customer-centric. Click the RESOURCES link in the left-hand toolbar for lecture notes in PDF format.

完成时间为 2 小时

8 个视频（总计 39 分钟）

8 个视频

What Does Customer-Centric Mean?5分钟

Building a Customer Service Environment6分钟

Building a Service Culture4分钟

Service Philosophy and Mission4分钟

Service Breakdowns4分钟

Dealing with Difficult Customers4分钟

Customer Defection5分钟

Preventing Dissatisfaction3分钟

2 个练习

Becoming Customer-Centric30分钟

周

周 3

完成时间为 2 小时

Effective Employee Communication

In this module you will develop an understanding of the importance of communication to working with employees and performing the key managerial tasks of planning, organizing, staffing, leading and controlling. In addition you will learn skills for communicating and listening more effectively and provide feedback to employees that helps improve performance. Click the RESOURCES link in the left-hand toolbar for lecture notes in PDF format.

完成时间为 2 小时

8 个视频（总计 43 分钟）

8 个视频

What is Communication4分钟

Giving and Receiving Feedback4分钟

Spoken Communication6分钟

Written Communication4分钟

Spoken Group Communication 6分钟

Written Group Communication5分钟

Nonverbal Communication5分钟

Getting Your Message Across6分钟

2 个练习

Employee Communication30分钟

周

周 4

完成时间为 2 小时

Managing a Diverse Workforce

At the conclusion of this module you will understand diversity in the workplace and how diversity benefits organizations. In addition you will learn about major employment laws concerning the treatment of diverse individuals at work, including the treatment of women and sexual harassment in the workplace. Click the RESOURCES link in the left-hand toolbar for lecture notes in PDF format.

完成时间为 2 小时

5 个视频（总计 31 分钟）, 1 个阅读材料, 2 个测验

5 个视频

What is Workforce Diversity?5分钟

Legal Basis of Diversity6分钟

Women in the Workplace5分钟

Sexual Harassment6分钟

Generational Differences6分钟

1 个阅读材料

Sexual Harassment Terminology10分钟

2 个练习

Managing Diversity30分钟

关于 ICPM 注册主管专业证书

Pursue better job opportunities and prove your knowledge and skills confidently with the Certified Supervisor Professional Certificate. Through the Certified Supervisor Professional Certificate you will acquire the supervision skills you need to become an efficient, effective supervisor. Plus, you'll be able to apply what you learn in the real world, immediately to help you advance in your career.

Completing the Certified Supervisor Professional Certificate helps to prepare you for ICPM's Certified Supervisor Certification examination. CS certification is designed from the ground up to assess your skills in multiple key areas and prove to others that you have what it takes to be a supervisor. Earning the CS certification is easy. 1. Register for the specialization. 2. Pass 3 challenging courses at your own pace. 3. Register and sit for the ICPM Certified Supervisor examination. Please note that there is an additional fee to sit for the CS examination. Each course includes a written assignment that will require students to put into practice the knowledge they have gained throughout each course. Successful completion of course projects will require the basic understanding of the topics covered and the ability to relate those topics to the real world. The objective of each project is to determine whether students have understood course concepts and are able to use them in a real world setting.

常见问题

我什么时候能够访问课程视频和作业？
讲座和作业的访问权限取决于您的注册类型。如果您以旁听模式参加课程，则可以免费查看大多数课程资料。要访问评分作业并获得证书，您需要在旁听期间或之后购买证书体验。如果看不到旁听选项：
课程可能不提供旁听选项。您可以尝试免费试用，也可以申请助学金。
课程可能会改为提供'完整课程，没有证书'。通过此选项，您可以查看所有课程材料、提交所要求的作业，以及获得最终成绩。这也意味着您将无法购买证书体验。
我订阅此证书后会得到什么？
您注册课程后，将有权访问证书中的所有课程，并且会在完成作业后获得证书。您的电子证书将添加到您的成就页中，您可以通过该页打印证书或将其添加到您的领英档案中。如果您只想阅读和查看课程内容，可以免费旁听课程。
Do I need management or supervisory experience to take this course?
No management or supervisory experience is required, but might be helpful.
Do I need any special software?
No special software is needed.

还有其他问题吗？请访问学生帮助中心。

Modern Supervisor Skills