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Course code: OST Ref

Duration: 2 days

Course code: OST Ref

Duration: 2 days


Course aim

The course is designed for operational supervisors with several years of experience who wish to refresh knowledge and skills from the previous supervisor course and wish to improve their capabilities and performance in their work as operational supervisor.

Course objectives

After completing the course, the participants have:
  • Improved knowledge, skills and understanding in accordance with the training objectives which are outlined briefly below (see Content in brief)
  • Improved ability to manage the role as operational supervisor

Course overview

The course duration is two days. It is an interactive course containing group exercises, discussions and role plays.


The course is aimed at qualified supervisor personnel. Participants must have successfully completed a supervisor course at Entry Point North or another recognised training academy.

Content in brief

The course refreshes the participants’ knowledge and skills in the following areas.

The role of the Operational Supervisor

Appreciating the role of operational supervisor and understanding the importance of the position as a role model, the difficult step from colleague to manager/supervisor.


Understanding verbal and non-verbal communication and acquiring knowledge and skills in how to communicate in the best way and how to avoid the barriers of effective communication.

Conflict management

Appreciating the importance of conflict management and the impact on the company. Learning to handle conflicts and understanding how to limit the negative aspects of a conflict and hopefully increase the positive aspects of a conflict.

Stress and stress management

Understanding the nature of positive and negative stress. Appreciating the stages of stress, recognising available stress management techniques and appreciating how to help individuals to reduce their levels of stress. Appreciating the concept of critical incident stress management (CISM).


Understanding the motivation in management, the process through which managers encourage employees to be productive and effective. Appreciating the importance of positive motivation and the effect this can have on each individual employee.

Change management

Acquiring knowledge and skills on how to handle changes and understanding how the entire company should learn about how to handle changes in the organisation. Exploring the implications of changes and understanding the teaching and training in an automated environment.

Safety management

Understanding the need for a safety management system (SMS) in order to improve safety within the ATC environment. Working with the ten principles of systems thinking. Understanding performance variability and trade-offs, safety synthesis and the four resilience engineering capabilities.
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Entry Point North
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