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New Concepts in Supervisor Training

New Concepts in Supervisor Training
By Jimmy Warden
NAPS National Secretary/Treasurer

I’ve always said that, in order for a supervisor, Customer Service, to be able to effectively comprehend and absorb information during training, they need to be away from their work station. Supervisors cannot take or attend training on their computers in the middle of the work floor and expect not to have any interruptions from carriers, clerks, mail handlers, customers or their manager.

Well, the Postal Service has done the right thing! If you are not aware, the Postal Service is holding training symposiums for supervisors, Customer Service, in Atlanta, GA; National Harbor, MD; and Nashville, TN.

As I am writing this column, NAPS President Ivan D. Butts and I are attending the symposium in Atlanta. The training has been a breath of fresh air. Supervisors are hearing the mission of the Postal Service from senior management who are the policy- and decision-makers. The engagement is incredible.

Senior postal leaders have been present throughout the event, making themselves available to meet and speak with supervisors. The event started off with each department having a booth where supervisors could obtain information and ask questions. Supervisors had an opportunity to engage with Headquarters executives from Retail and Delivery and many other functions, including Human Issue Resources and Labor Relations.

During the second- and third-day sessions, role plays during presentations were put on by postal leadership to help supervisors understand the message. The many supervisors I spoke with said this training symposium made them feel appreciated and realize they are a valuable part of the Postal Service Leadership Team.

I want to thank Postmaster General Louis DeJoy; Dr. Joshua Colin, chief Retail and Delivery officer; Angela Curtis, vice president, Delivery Operations; and the entire CRDO team for developing this training and allowing NAPS to be part of it. This is the first time the Postal Service has brought supervisors together from across the country to not only attend training, but also network with each other and meet senior leadership.

The overall message of the training was simple: Do the right thing and we will succeed! You never can recover from unethical or immoral actions, but you can recover from poor performance if you do the right thing. Do not cross the ethical or moral line.

When I used to facilitate presentations, I used the analogy of playing golf. I played golf with a friend who, when he hit the ball near the hole, would say it was a “gimme” and pick up his ball. He wouldn’t take the additional stroke. Well, when he started making the putts, his score never reflected his improvement. If he only did the “right thing” from the beginning, he would have seen his success.

The message from the recent training symposium was we can’t get better unless we change. The “Delivering for America” plan is our roadmap to success and will help guide us through the change. We are seeing many changes taking place in the Postal Service.

I and many others have said we need to change the way we do business if we expect to improve and survive as a company. The journey to success will test one’s character and dedication, but it’s not impossible. It is the will to do the right thing.

My mother always reminded me, “Where there’s a will, there’s a way.” Remember, we don’t want to look good; rather, we want to be good. There is a big difference—your integrity matters!

Special thanks to Heather Anderson for all her behind-the-scenes work making these events such a success and thanks to the CRDO team.

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