About this Course

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Course 1 of 3 in the
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Beginner Level

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

Approx. 10 hours to complete
English

What you will learn

  • 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.

Skills you will gain

Building a customer service cultureActive ListeningCommunicationHolding effective meetingsUnderstanding diverse others
Shareable Certificate
Earn a Certificate upon completion
100% online
Start instantly and learn at your own schedule.
Course 1 of 3 in the
Flexible deadlines
Reset deadlines in accordance to your schedule.
Beginner Level

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

Approx. 10 hours to complete
English

Offered by

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Institute of Certified Professional Managers

Syllabus - What you will learn from this course

Week
1

Week 1

2 hours to complete

Creating a Positive Workplace

2 hours to complete
7 videos (Total 35 min), 2 readings, 2 quizzes
7 videos
Welcome to Modern Supervisor Skills2m
What is Management5m
What are Supervisors?5m
Becoming a Supervisor5m
Judging Supervisory Performance4m
Handling Pressure5m
2 readings
Basic Principles of Management15m
Working Remotely During COVID-19: Your Mental Health and Well-being30m
2 practice exercises
Creating a Positive Workplace30m
Creating a Positive Workplace30m
Week
2

Week 2

2 hours to complete

Becoming Customer-Centric

2 hours to complete
8 videos (Total 39 min)
8 videos
Building a Customer Service Environment6m
Building a Service Culture4m
Service Philosophy and Mission4m
Service Breakdowns4m
Dealing with Difficult Customers4m
Customer Defection5m
Preventing Dissatisfaction3m
2 practice exercises
Becoming Customer-Centric30m
Becoming Customer-Centric30m
Week
3

Week 3

2 hours to complete

Effective Employee Communication

2 hours to complete
8 videos (Total 43 min)
8 videos
Giving and Receiving Feedback4m
Spoken Communication6m
Written Communication4m
Spoken Group Communication 6m
Written Group Communication5m
Nonverbal Communication5m
Getting Your Message Across6m
2 practice exercises
Employee Communication30m
Employee Communication30m
Week
4

Week 4

2 hours to complete

Managing a Diverse Workforce

2 hours to complete
5 videos (Total 31 min), 1 reading, 2 quizzes
5 videos
Legal Basis of Diversity6m
Women in the Workplace5m
Sexual Harassment6m
Generational Differences6m
1 reading
Sexual Harassment Terminology10m
2 practice exercises
Managing Diversity30m
Managing Diversity30m

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About the ICPM Certified Supervisor Professional Certificate

ICPM Certified Supervisor

Frequently Asked Questions

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