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Team Implementation | Learning Point

frontline leadership

it’s good for business


FRONTLINE LEADERSHIP is essential to achieving measurable gains in SAFETY, QUALITY, PRODUCTIVITY, COST, and MORALE. What would even a 20% increase in these five areas mean to your business?

FRONTLINE LEADERSHIP is definitely NOT an “off-the-shelf” approach, yet it does not require that you start from scratch. It is much more than training. It is a proven process for aligning and engaging your frontline leaders to achieve business RESULTS and sustain desired CULTURE every day.

The FRONTLINE LEADERSHIP PROCESS will provide you and your leadership team with the roadmap, tools, and templates to successfully install and sustain best practices in frontline leadership, tailored specifically to your organization. Perhaps the best thing about this process is that it recognizes that the best approach within your organization is YOUR APPROACH. We simply help you define, articulate, and implement that approach. We also help you measure and track results.

  • Align your senior leadership team.
  • Turn managers into coaches.
  • Develop core skills within front-line leaders.
  • Implement core leadership practices.
  • Measure and track results in Safety, Quality, Productivity, Cost, and Morale.
  • Enjoy the business success that comes through strategic supervision.

Frontline Leadership is indeed good for business!


Our approach to supervision is predicated on the realization that YOUR APPROACH to supervision is the one that matters most. Our job is to provide insight, tools, and templates that help you define, articulate, and implement your approach.
The following TEN PRINCIPLES define how we go about doing that. They form the underpinning for FRONTLINE LEADERSHIP.

One Approach. Your Approach.

You need just ONE APPROACH to supervision. That approach should be unique to your organization, not an “off-the-shelf” approach. Your approach to supervision should be integral to and in alignment with the strategic priorities and initiatives of your organization.

ONE plan. ONE approach. Led by ONE team. Your senior leadership team. They run the business, they should OWN the approach. Makes sense, right? That ONE team should lead the approach with ONE mind, ONE message, and ONE method. That ONE approach then becomes a vital tool for achieving business strategy.

Three Key Roles

Strategic supervision is a team effort. There are three key roles that need to be defined, developed, and aligned to ensure sustained success:

SENIOR LEADERS provide vision, philosophy, and direction. They work as a team to ensure alignment to both strategic and operating priorities. With the right roadmap and tools, the senior leadership team can turn supervision into a strategic tool that sustains business success.

MANAGER as COACH is perhaps the most powerful supervisory development strategy an organization can deploy. Managers of supervisors become great coaches to supervisors. It’s at the core of what they do. And there is a proven method that will help them do it successfully. Every day.

SUPERVISORS and FRONTLINE LEADERS impact value, positively or negatively, every day. As they learn together, master core skills together, and implement core practices together, they become a powerful force for increasing value and achieving business success. Every day.

Move the Needle

Strategic supervision should move the needle in measurable ways that matter to your operation. And the return on investment should be clear. We suggest FIVE key indicators for measuring successful supervision:


What would a 20% increase in each of the above five categories mean to your bottom line? Is such an increase possible? We believe it is.

Total Learning Environment

Where and how supervisors learn is an important consideration. Their work environment should become their ideal learning environment. It should contain at least SEVEN key learning elements:

• The work itself
• On-the-job action assignments
• Coaching
• Peer discussion and interaction
• Examples, models and best practices
• Online learning, tools, and resources
• Classroom and formal training

Nine Key Steps

We recommend NINE KEY STEPS to strategically define, implement, and sustain successful supervision that is tailored specifically to your organization:

Step 1: Baseline View
Step 2: Vision and Philosophy
Step 3: Blueprint
Step 4: Leadership Alignment
Step 5: Coach and Verify
Step 6: Core Skills
Step 7: Core Practices
Step 8: Summit View
Step 9: Sustain

Results + Culture

Successful supervision should produce TWO KEY OUTCOMES for your organization. First, it should provide a dramatic, sustainable increase in desired business RESULTS. Second, it should powerfully reinforce your desired CULTURE. The two key outcomes should work hand-in-hand. One without the other is not enough.

Systems & Structure

Successful supervision needs good structure. And these FOUR KEY SYSTEMS help to provide that structure.

COMMUNICATION. This system facilitates the interaction between upper management and frontline supervisors. It also orchestrates collaboration between supervisors.

DEVELOPMENT. This system provides the structure, methods, and tools to facilitate targeted learning, coaching, and development of supervisors and frontline leaders.

ACCOUNTABILITY. This system helps supervisors own and regularly account for the RESULTS and BEHAVIORS that are most important to their role as a supervisor and as a leader.

SUPPORT. This system provides a support framework for supervisors to access the tools, resources, authority, and backup they need in order to do their job extremely well, every day.

Six Core Skills

Successful supervision means becoming proficient in a standard set of core supervisory skills. We recommend the following SIX CORE SKILLS.

Skill 1: Own your role
Skill 2: Build relationships of trust and respect
Skill 3: Interact with impact
Skill 4: Coach for maximum success
Skill 5: Build the team
Skill 6: Lead through change and transition

As supervisors learn these SIX CORE SKILLS, together, they create both individual and organizational capacity to do great things. Capacity that otherwise would never be possible.

Eight Core Practices

As leaders learn and master core skills, they develop the capacity to effectively implement many core practices. A core practice is a standardized method for performing specific supervisory tasks.

We suggest starting with the following EIGHT CORE PRACTICES:

1. Team Focus Meetings
2. Scoreboard
3. Daily Contact
4. One-on-one Discussions
5. Weekly Plan
6. Weekly Stewardship Report
7. Standard Work
8. Team Learning Matrix

Ten Months to Results

We provide a 10-MONTH ROADMAP to successful supervision.

Think of the roadmap as a template for creating YOUR approach to supervision. At the end of TEN months you will have in place your own, sustainable, long-term approach to successful supervision.

Your approach will fit your culture. It will also have already produced measurable results in the areas that matter most to you.


We provide a 9-Step Roadmap that aligns the organization and maximizes results. Our Roadmap provides several tools and templates that can, and should, be tailored to meet the internal goals and priorities of your organization.

Baseline View

Step 1 creates a solid and focused start to Strategic Supervision so that the right leadership is in place and success is both possible and measurable.

Your Senior Leadership team (SLT) becomes engaged and focused on using Strategic Supervision as a tool to develop leadership throughout the organization.

  • The SLT spends time discussing the purpose of Strategic Supervision and the role the SLT will play in leading its implementation.
  • The SLT sets clear measurable metrics by which to gauge progress, from baseline (current state) to summit (future state).
  • The SLT takes an honest look at where the organization is currently, what is working and what is not, why change is necessary, and how ready the organization is for the change to come.

The purpose of Step 3 is to discuss, design, and plan the details that will go into implementing Strategic Supervision. The end product is a final Blueprint Document.

The Blueprint Document provides a clear and practical roadmap for implementing Strategic Supervision and measuring progress all along the way.

  • Define STANDARDS of success and clear expectations for key leadership roles within the organization.
  • Design key SYSTEMS that will align with, support, and sustain successful leadership
    and supervision.
  • Create a detailed LOGISTICS PLAN and TIMELINE for implementing the process.
Coach & Verify

Step 5 helps managers become great coaches to the leaders that report to them. This involves launching a standard COACHING METHOD within the organization and providing the tools that coaches will need to develop leaders and verify success on an ongoing basis.

This step prepares the environment for the leadership training that will follow.

  • Clearly define what is meant by “MANAGER as COACH.”
  • Train managers on the COACHING METHOD and help them begin to coach.
  • Implement the SCOREBOARD METHOD to support the coaching process.
Core Practices

With core skills in place, all leaders begin to learn, implement, and master CORE LEADERSHIP PRACTICES.

  • Leaders receive training and LEARN each core practice.
  • Leaders work with their coach to IMPLEMENT each core practice within their respective role and area of responsibility.
  • Leaders work with their coach to MASTER each core practice and share their success with other leaders.

The purpose of Step 9 is to set the direction forward for Strategic Supervision and renew the commitment of leaders throughout the organization in sustaining momentum and success.

The organization now has the system, structure, and momentum in place to keep the Strategic Supervision process going in a way that continues to enhance the strategic success of the organization.

  • Senior Leaders work to RENEW and REALIGN commitment at every level.
  • Senior Leaders guide the REVISION of the BLUEPRINT.
  • All leaders continue to create ONGOING SUCCESS.
Vision & Philosophy

Step 2 helps your Senior Leadership Team create a common vision and philosophy for Strategic Supervision and a common language for talking about it. One mind, one method, one message.

The true value of this step is that your Senior Leadership Team begins to lead the process, with a shared VISION and PHILOSOPHY.

  • Discuss and create a common VISION of success.
  • Discuss and develop a common PHILOSOPHY for how leaders within the organization will operate as they work to achieve the vision.
  • Begin to practice articulating a CONSISTENT MESSAGE as to the WHY, WHAT, WHO, and HOW of Strategic Supervision.
Leadership Alignment

The purpose of Step 4 is to inform all leaders in the organization on the WHY, WHAT, HOW, WHO, and WHEN of Strategic Supervision and align them in making Strategic Supervision a success.

All leaders know what will be expected of them and what they can expect.

  • The Senior Leadership Team holds a LEADER SUMMIT session for all leaders.
  • All leaders hold 1-on-1 ALIGNMENT DISCUSSIONS with each of their direct reports.
  • Senior Leaders hold alignment discussions with key SUPPORT FUNCTIONS such as Human Resources, IT, Maintenance, Procurement, etc.
Core Skills

The purpose of Step 6 is to begin the process by which leaders learn, apply, and master – together – a common set of Core Skills.

This involves formal training as well as ongoing coaching, and on-the-job application.

  • Leaders attend training and LEARN each core skill.
  • Leaders work with their coach to APPLY each core skill, within their respective role and area of responsibility.
  • Leaders work with their coach to MASTER each core skill and help others learn as well.
Summit View

Step 8 helps all leaders look back and clearly see the progress that has been made since the launch of Strategic Supervision.

The organization, led by the Senior Leadership Team, is able to take an honest look at the progress made over the last ten to twelve months and compare BASELINE VIEW to SUMMIT VIEW.

  • Create a SUMMIT REPORT.

Core Skills

We have found that there are SIX CORE SKILLS that provide frontline leaders with a solid foundation for success. We provide a complete set of learning solutions, tools, and templates for each core skill. Master these SIX CORE SKILLS and you will be well on your way to achieving higher levels of COMMITMENT, COMPETENCE, and COLLABORATION within your workforce.

Own Your Role

  • Know Your Business.
  • Know Yourself.
  • Know Your People.
  • Know What’s Expected.
  • Take Ownership and Accountability for Your Success.

Interact with Impact

Every interaction is an opportunity to impact, positively or negatively, the capability and commitment of those you lead.

  • Set the Stage for Successful Interaction.
  • Engage Others to Ensure Focused, Respectful, and Productive Conversations.
  • Always Work to Gain Mutual Understanding.
  • Turn Conversations into Commitment to Action.
  • Follow-up on Conversations to Ensure Success.

Build your Team

Most of us can identify teamwork when we see it, but what does it take to create it? What goes into building and sustaining a strong team?

  • Create Team Identity.
  • Foster Team Trust.
  • Ensure Team Alignment.
  • Facilitate Team Performance.
  • Guide Team Transition.

Build Relationships

Leadership happens in the context of relationships.

  • Know What Relationships Matter Most.
  • Build Trust in Each Key Relationship.
  • Adjust Your Style and Match Your Approach.
  • Balance the Needs of the Relationship.
  • Continually Care for the Relationship.

Coach for Success

Coaching is the true craft of today’s workplace leader.

  • Set the Context for Coaching.
  • Clarify the Goal.
  • Observe the Effort.
  • Diagnose the Need.
  • Address the Need.

Lead through Change

Change requires leadership. Leadership requires change. Frontline leaders are the tread that makes change happen.

  • Develop Change Readiness.
  • Clearly Define Change When It Occurs.
  • Communicate Clearly During Times of Change.
  • Help Others Deal with Resistance to Change.
  • Make Necessary Change Happen.

Core Practices

Our thirty years of experience has taught us that there are SIX CORE SKILLS that provide frontline leaders with a solid foundation for success. We provide a complete set of learning solutions, tools, and templates for each core skill. Master these SIX CORE SKILLS and you will be well on your way to achieving higher levels of COMMITMENT, COMPETENCE, and COLLABORATION within your workforce.

Core Practice 1

Team Focus Meetings

Hold regular, frequent, and standardized meetings with your entire team to set the tone for the work period, create and sustain focus, review and discuss team results, emphasize key priorities, facilitate essential learning, and identify issues and opportunities.

Core Practice 3

Daily Contact

Make contact with each direct report each day. Approach them in their work area, observe them, and engage them. Catch them doing the right thing. Take mental note of how to best follow-up.

Core Practice 5

Weekly Plan

Set time aside each week (e.g. 30 minutes Thursday afternoon) to plan your following work week.

Your weekly plan should answer these key questions:

1) What do you most need to accomplish next week?
2) What will be your strategy or action plan for accomplishing each?
3) How will you structure your time?

Core Practice 7

Standard Work

Identify the most essential work tasks or processes for your team or work area.

Determine the best method (best practice) for accomplishing each essential work task or process.

Document those methods, tasks, and processes.Create the standard.

Train to those standards.

Follow-up and verify that work is being done to the standard.

Continually improve.

Core Practice 2


Create a sustainable display of how well your team is doing at what matters most.

Make sure your team scoreboard is:

1) visual
2) simple
3) accurate
4) current
5) relevant, and
6) owned by the team

Core Practice 4

1 on 1 Discussions

Schedule and hold private one-on-one coaching discussions with each direct report. Discussions should be 1) scheduled regularly and in advance, 2) 30 minutes, 3) private setting, 4) follow a consistent format, and 5) focus on building capacity.

Core Practice 6

Stewardship Report

Take the initiative to send a report to your boss each week. Keep your boss informed. Your credibility will go up for sure.

Your Stewardship Report should address four key areas:

1) What you have accomplished the past week.
2) What you have learned the past week.
3) What you plan to accomplish next week (weekly plan).
4) What questions, ideas, concerns you wish to discuss with your boss.

Core Practice 8

Training Matrix

Continually assess each of your team members on each of the essential skills and work activities for your area.

1) Not yet trained.
2) Trained and applying.
3) Fully capable.
4) Mastered. Able to teach and coach others.

Implementation Options

Executive Overview Session

We recognize that you are looking for a trusted and competent solution provider, someone you can partner with throughout the entire process. We would like to be that partner. Our Executive Overview Session will give you the information you need to get started and to determine whether we will be a good fit as partners in helping and supporting you in the process.

We look forward to the opportunity to hold a Strategic Supervision Overview session with your leadership team. We look forward to learning more about your organization and sharing with you what we know about supervision. We look forward to the opportunity to earn your trust as a capable and collaborative partner.

If you are looking to build strategic supervision within your organization and see the value that can be harvested from building commitment, capacity, and collaboration within your front-line leaders, please consider our Strategic Supervision Executive Overview as a starting point. We are confident that the session will provide valuable information and will likely help to unify you as a leadership team. We are also confident that Strategic Supervision will help you realize significant, measurable gains in the results that matter most to you.


The Strategic Coaching method and materials can be modified to fit the specific requirements of your organization. This includes placing your branding on the materials.


We can prepare and certify your internal leaders and facilitators to facilitate the Strategic Coaching Workshop within your organization.

Contact Us