Supervisory Management Skills Program: Communications and Team Development *ONLINE*

$2495 + HST

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March 11, 2024 - March 15, 2024

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Learn how communicating with different personalities, performance coaching and team building techniques will help you lead your team to higher productivity.

As a supervisor, you strive to cultivate a work environment that acknowledges the importance of performance coaching, communications and team building. Knowing how to communicate with employees, while respecting the diversity of the individuals in your team, is key to building a successful and effective team. This module will help you to understand your varied roles as leader, team builder and communicator, and equip you with tools and techniques to develop a productive and motivated team.

This is a module in the Supervisory Management Skills Program

Module Content

Building and Enhancing Workplace Relationships 
Develop a process to communicate more effectively to drive understanding, alignment, and outcomes with individuals and teams by gaining a better understanding of your behaviour style, and recognizing and adapting to the style of others.

  • Validate your natural and adapted styles and learn how it contributes to yours and others' success
  • Understand why some interactions, activities, events or people leave you feeling stressed or drained, while others leave you engaged
  • Determine how to adapt your approach to better connect with others to achieve improved productivity and overall outcomes
  • Appreciate others' differences and understand how these differences can help you, your team and your organization meet your goals
  • Become a more effective communicator who can better understand and diffuse conflict, facilitate change, and create individual and team 'buy-in'

Strategies for Building a High-Performing Team
Lead your team to improved levels of performance excellence.

  • Understand the benefits and drawbacks of working in a team
  • Examine the four enabling conditions to effective teams
  • Identify the main skills required from team members to operate effectively within teams
  • Highlight the critical nature of diversity (both surface and deep-level diversity) within teams
  • Recognize the importance of psychological safety within teams
  • Identify the barriers to effective teamwork
  • Understand the challenges associated with group-level decisions
  • Highlight the complexity that can occur when teams are required to work with other teams

Critical Communication Skills for Supervisors
Gain techniques to enhance their communication abilities and build strong, productive interactions with their teams.

  • Review the foundational principles and concepts that underpin effective communication in a supervisory role
  • Reflect on the '5 C's' of critical communication and their relevance to supervision
  • Identify and evaluate three critical communication skills required for effective supervision
  • Through case scenarios and group practice, apply techniques for using each of the three critical communication skills in the workplace
  • Explore the significance of cultural competence and gain insights in effective communication across cultures

Performance Coaching
Learn the process for effective performance management and development of your employees.

  • Assess the concept of coaching and its impact on employee performance
  • Discuss the importance of goal setting and building confidence in employee development
  • Practice improving employee feedback skills
  • Review the 'do's and donts' of performance feedback
  • Assess the importance of effective formal and informal coaching
  • Apply a step-by-step approach to employee coaching

Managing Difficult Conversations
Successfully prepare for and manage difficult conversations in a way that produces positive outcomes for all parties involved. 

  • Explore why some conversations are more difficult than others
  • Review and apply the three-phase conversations model
  • Practice techniques to prepare for a difficult conversation
  • Assess and apply the seven-step process for successfully engaging in a courageous conversation
  • Discuss the importance of communication and coaching tools such as inquiry, listening, paraphrasing, reframing, and acknowledging
  • Realize the impact of assertive messaging and language
  • Study the role of emotions and how to manage them during a difficult conversation
  • Consider methods for building a culture of accountability
  • Use the difficult conversation for follow-up development

Continuing Education Contact Hours: 35


IABC Logos

This course qualifies as credits toward the International Association of Business Communicators' (IABC) professional certifications.  

When applying to sit for either the exam for Communications Management Professional (CMP)® or Strategic Communication Management Professional (SCMP)® or to apply for recertification, Gardiner Centre courses can be an integral part of your application package. 

To learn more about this global standard certification, visit: To inquire about sitting for a certification exam, contact the local IABC NL chapter at, or visit: 

Graduate Testimonials

"This program has helped me to better understand my role and the implications my decisions have on employees and the organization as a whole." 

"Great instructors, great environment, great content. I would recommend this program to anyone who wants to become more effective in the workplace." 


Heather Peters

Heather Peters is a Senior Consultant and the NL Practice Lead for Leadership, HR and Career Solutions at Knightsbridge Robertson Surrette. An insightful leadership coach, solutions-driven human resources consultant and energetic and engaging facilitator, Heather has helped hundreds of leaders and professionals engage teams and organizations in Canada and beyond.

 As a Senior Consultant and Coach, Heather can easily switch hats to deliver distinctive employee, team, leadership, career and HR solutions. She attributes this ability to over 20 years in leadership, entrepreneurial and strategic HR roles in the insurance, IT, human resources, healthcare and financial industries. Heather's hands-on business and organizational experience helps her connect with her clients and create long standing relationships based on trust and exceptional service.  Heather works mainly in the areas of Performance Management, Organizational Development, Compensation, and Policy, Leadership and Team Development, Succession Planning, Change Management and Career Transition.

Heather is passionate about learning and has completed her Master of Employment Relations (MER) from Memorial University, a Bachelor of Commerce (B. Comm.) from the University of Ottawa, is a Certified Coach (ACC) with the International Coach Federation (ICF), and is an Advanced Certified HR Professional with IPMA (IPMA-ACP). This commitment to life-long learning, coupled with ‘in the trenches’ experience, allows her to translate academic theory into relevant, impact driven solutions for her clients and also her students as a part-time instructor with the Faculty of Business at Memorial University.



Jennifer Kelly

Jennifer Kelly is an instructional designer and trainer with over 10 years' experience designing and delivering training for both live and online learners. As an instructional designer, she has developed training courses and programs for businesses and academic institutions. Jennifer has been an instructor with Gardiner Centre for five years and instructs courses in workplace communications, cross-cultural communications, presenting and facilitation skills, and more. In addition to her role as an instructor with Gardiner Centre, Jennifer works as an educational consultant for varied clients across Canada, including the Justice Institute of British Columbia.

Jennifer is committed to creating a safe and inclusive learning space. She has developed courses in cultural Safety and trauma informed practice which focused on building collaborative and culturally safe relationships between service providers and Indigenous peoples. To prepare for this specific role, Jennifer completed British Columbia's Trauma Informed Practice course and attended the San'yas Indigenous Cultural Safety Training course.

Jennifer holds a Master of Arts degree in Applied Communication, a Bachelor of Post-Secondary Education degree (Adult Education), and a certificate in Curriculum Development and Instructional Design.

John Fiset

Dr. John Fiset is an associate professor in organizational behaviour and human resource management at the Sobey School of Business, Saint Mary's University, and an adjunct professor at the Faculty of Business Administration, Memorial University. Dr. Fiset received his Doctor of Philosophy (Ph.D.) in management from the John Molson School of Business at Concordia University.

John's research focuses on leadership, team dynamics, and workplace bullying. His research has been published in a number of top academic journals and informs his teaching at both the undergraduate and graduate level. He currently sits on the executive board of the Atlantic Schools of Business Conference and the Newfoundland and Labrador chapter of the Canadian Parks and Wilderness Society.

Lynn Ansara

Lynn Ansara (Best) is a skilled, experienced facilitator who is passionate about supporting the achievement of organizational goals and employee development. Lynn holds a Master's Degree in Adult Education, two undergraduate degrees in Arts and Post-Secondary Education, and a Post-Graduate Certificate in Executive Coaching. Lynn also holds a number of certifications including Legacy Leadership(TM),  Emotional Intelligence, Myers Briggs Personality Indicator, True Colors(TM), and Coaching Out of the Box(TM). Lynn uses a coach approach to teaching and learning. She creates trusting, collaborative partnerships and learning environments directed at achieving results while infusing humour, challenge, and accountability.

Lynn is the President of CreAction Consulting, facilitating workplace learning and employee development. She has worked with a wide-variety of public, private and not-for-profit industries supporting organizations and employees in achieving their goals.

Susan Murray

Susan is an adjunct professor with the Faculty of Education, Memorial University of Newfoundland. She also is a guest lecturer for Executive Programs at the Rotman School of Management, University of Toronto, York University and Humber College.At the graduate level, she teaches courses in policy, strategic planning, leadership theory and practice, and HRM theory and practice in post-secondary settings. Her pragmatic approach instills and understanding of both theory and practice, including cross-cultural intelligences, employee engagement, leadership, strategy and an overall focus on quality and excellence across all components of an organization, including stakeholders.

Susan holds a Doctorate in Leadership (DBA) and an MSc. in Business Management Research from Henley Business School, UK. She also holds a Master of Education (Leadership) and a Bachelor of Education, both from Memorial University.She is a globally certified Gallup Strengths Coach and a member of the Forbes Coaches Council 

Concurrently, she is a research and management consultant through her own company, Clearpath Leadership, and has become a globally recognized leadership consultant. Her work spans many organizations and countries, with a focus on the UAE. Most notably, she has a lead role with the Excellence Assessment Program for the Prime Minister's Office in the United Arab Emirates, as well as the Governments of Dubai and Abu Dhabi.

Prior to completing her doctoral studies, Dr. Murray had an accomplished 25-year career as a senior leader in the public education system in Canada and was recognized as one of Canada's Outstanding Principals. She is a highly sought speaker for local, national, and international events.

Actively involved in the non-profit sector, Dr. Murray is the Chair of the Kids Eat Smart Foundation Newfoundland and Labrador. She is an advisor, coach and mentor with national organizations including the Canadian Arab Institute, Newcomer Students Association, Women in Leadership and FORA where she coaches young women to serve as board directors.






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