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WAREHOUSE SUPERVISOR/SHIFT MANAGER
WWW.GAMINGCENTREOFEXCELLENCE.CA
ESSENTIAL SKILLS PROFILE
TABLE OF CONTENTS
Canadian Gaming Centre of Excellence
Essential Skills are the skills
people need for work, learning
and life.
Human Resources and Skills Development Canada have identified nine essential skills that are the foundation to success in today’s workplace. They provide the foundation for learning all other skills and enable Gaming employees to evolve in their jobs and adapt to workplace change. Without adequate levels of Essential Skills, employees’ productivity, training and career options in Gaming may be limited. Essential Skills are critical to the Gaming Industry.
HIT THE JACKPOT… BET ON A CAREER IN GAMING
INTRODUCTION 1
READING TEXT 2
USE OF DOCUMENTS 3
WRITING 4
NUMERACY 5
ORAL COMMUNICATION 7
THINKING SKILLS 9
1. Problem Solving 9
2. Decision Making 9
3. Job Task Planning and Organizing 9
4. Significant Use of Memory 10
5. Finding Information 10
WORKING WITH OTHERS 11
COMPUTER USE 12
CONTINUOUS LEARNING 13
OTHER INFORMATION 14
Physical Aspects 14
Attitudes 14
Future Trends Affecting Essential Skills 14
Notes 14
WAREHOUSE SUPERVISOR
Canadian Gaming Centre of Excellence 1
The most important Essential Skills for Warehouse Supervisors are:
• Document Use
• Oral Communication
• Computer Use
INTRODUCTION
Warehouse Supervisors oversee staff in the Loading and Delivery area, ensure reliable inventory control and documentation of goods arriving and leaving the Casino.
Warehouse Supervisors are also known as: • Warehouse Shift Managers
WAREHOUSE SUPERVISOR - READING TEXT
Canadian Gaming Centre of Excellence 2
READING TEXT
Refers to reading memos, schedules and procedure manuals. Reading Text is an Essential Skill that all Casino employees need to:
• Read bulletin boards for memos, job openings, general announcements and training opportunities
• Read procedure manuals, maintenance manuals and MSD sheets
• Read casino entertainment and special event information to pass along to customers
A. READING TEXT
Reading Profile
The symbols >, >> and >>> are explained in the Notes section.
Tasks Complexity
Level Examples
Warehouse Supervisors:
• read e-mail requests and memos from other departments. (2)
• read memos from manager about changes in procedures. (2)
• read Fire Safety manual and other safety procedures. (2)
Typical Most Complex
2 2
Purpose for Reading
Type of Text
To scan for spe-cific information/To locate information.
To skim for overall meaning, to get the “gist”.
To read the full text to understand or to learn.
To read the full text to critique or to evaluate.
Forms >> >> >>
Labels >> >> >>
Notes,
Letters, Memos
> > >>
Manuals, Specifica-tions,
Regulations
>> >> >>
Reports, Books,
Journals
WAREHOUSE SUPERVISOR - DOCUMENT USE
Canadian Gaming Centre of Excellence 3
DOCUMENT USE
Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Document Use is an Essential Skill that all Casino employees need to:
• Scan flow charts to learn sequencing of simple tasks and processes
• Complete forms, procedural checklists and end-of-day reports
• Identify WHMIS and other casino workplace symbols, icons and directional signs
B. USE OF DOCUMENTS
Document Use Profile Warehouse Supervisors:
>> read signs, labels or lists.
>> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more.
>> read completed forms containing check boxes, numerical entries, phrases, ad-dresses, tables. For example, invoices and packing slips.
>> schedules and other table-like text. For example, read work shift schedules, or schedule board.
> create tables, schedules and other table-like text. For example, attendance spread-sheets.
>> enter information on tables, schedules or other table-like text. For example, inventory spreadsheets.
> read assembly drawings. For example, office furniture.
> make sketches. For example, distribution of tables in a room.
The symbols >, >> and >>> are explained in the Notes section.
Tasks Complexity
Level Examples
Warehouse Supervisors:
• prepare a daily schedule sheet. (1)
• write a supervisor’s log recording observations about the staff during the day, incidents related to deliveries, or information for other supervisors. (2)
• oversee the shipping/receiving, and courier logs. (2)
• create and maintain attendance tracking spreadsheet and payroll spreadsheet in Excel. (2)
• maintain an individual employee files. (2)
• keep a binder of e-mailed requests. (1)
• keep carbon copies in dispatch log (pad with tear-off, top copy) recording anything that arrives containing the signature of the addressee. (2)
• read and compare details on invoices and packing slips. (2)
• read receiving copies of standing purchase orders, determine whether the order is complete or not, and forward information to the addressee. (2)
• keep an updated inventory of stock. May use WIMS (Warehouse Inventory Management System) or inventories on a printed spreadsheet. (3)
Typical Most Complex
1-3 3
WAREHOUSE SUPERVISOR - WRITING
Canadian Gaming Centre of Excellence 4
WRITING
Refers to understand-ing documents that have a combination of words, numbers, sym-bols, colors and shapes together. Document Use is an Essential Skill that all Casino employees need to:
• Scan flow charts to learn sequencing of simple tasks and processes
• Complete forms, procedural checklists and end-of-day reports
• Identify WHMIS and other casino workplace symbols, icons and directional signs
C. WRITING
Writing Profile
The symbols >, >> and >>> are explained in the Notes section.
Tasks Complexity
Level Examples
Warehouse Supervisors:
• communicates with manager and co-workers by e-mail. (2)
• writes or forwards memos to the staff. (2)
• record changes (absences, lateness, shift switches) in payroll report. (1)
• write employee evaluations based on employee records and observation. (3)
• write incident reports on unusual occurrences. (2)
• maintains a daily log giving a summary of daily events. (2)
• write requests to other departments. For example, to Buildings and Grounds or to Computer Technical Services, including the reason for the request. (1)
• may write purchase orders and justify the need for new equipment for manager’s approval. (2)
• may contribute to the writing and editing of policies and procedures. (3)
Typical
Most
Complex
1-3 3
Purpose for Writing
Length
To or-ganize/ To remem-ber
To keep a record/ To document
To inform/ To request information
To persuade/ To justify a request
To present an analysis or comparison
To present an evaluation or critique
To entertain
Texts requiring less than one paragraph of new text
>> >> >>
>>
Texts rarely requiring more than one paragraph
>>
Longer texts
>>
WAREHOUSE SUPERVISOR - NUMERACY
Canadian Gaming Centre of Excellence 5
NUMERACY
Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Numeracy is an Essential Skill that all Casino employees need to:
• Calculate winnings according to placement of chips, betting odds and values assigned to chips
• Count cash in opening and closing balances and customer transactions
• Estimate time required to complete tasks
• Estimate crowd flow
• Measure, calculate and use ratios to mix cleaning solutions and compounds
D. NUMERACY
The symbols >, >> and >>> are explained in the Notes section.
Math Skills Profile
a. Mathematical Foundations Used
The symbols >, >> and >>> are explained in the Notes section.
Tasks
Complexity Level
Examples
Warehouse Supervisors:
• do not handle cash. >> Money Math
>> Scheduling or Budget-ing/ Accounting Math
3 • maintain warehouse inventory and oversee warehouse counts. (3)
>> Measure-ment and Calculation Math
1-2 • estimate the space needed to get packages through doorways or into office space. (1)
• measure space to calculate distribution of tables and chairs. (2)
>> Data Analy-sis Math
2 • may make use of some of the data analysis capacities of WIMS (Workplace Inventory Management System) particularly to track differences in inventory. (2)
>> Numerical Estimation
1 • estimate weight of out-going packages. (1)
Number Concepts:
Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, to compare and verify counts.
Integers > read and write, count, round off, add or subtract, multiply or divide integers. For example, record “issuing” materials on inventory software are cal-culated as a minus.
Rational Numbers - Decimals
> read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, record dollar value of an order.
WAREHOUSE SUPERVISOR - NUMERACY
(continued)
Canadian Gaming Centre of Excellence 6
b. How Calculations Are Performed Warehouse Supervisors make calculations:
> in their head.
> using a calculator.
> using a computer
The symbols >, >> and >>> are explained in the Notes section. c. Measurement Instruments Used Warehouse Supervisors measure:
>> time – using a clock.
>> distance or dimension – using a measuring tape
>> weight – estimating or using a scale
> angles – using estimation
> power – using the power bar on the fork lift. They use:
>> the metric measurement system.
>> the Imperial measurement system.
The symbols >, >> and >>> are explained in the Notes section.
Shape and Spatial Sense:
Areas, Perimeters, Vol-umes
>> calculate areas, calculate perimeters. For example, to determine how furniture will fit into a given space.
See Use of Documents for informa-tion on:
• recognizing common angles.
• drawing, sketching or forming common forms and figures.
Statistics and Probability:
Summary Calculations > calculate averages, calculate rates other than percentage, calculate proportions or ratios. For example, may use the options offered by WIMS (Workplace Inventory Management System).
See Use of Documents for informa-tion on:
• using tables, schedules or other table-like text.
• using graphical presentations.
WAREHOUSE SUPERVISOR - ORAL COMMUNICATION
Canadian Gaming Centre of Excellence 7
ORAL
COMMUNICATION
Refers to talking to exchange information. (explaining Gaming rules and Casino information to customers. Oral Communication is an Essential Skill that all Casino employees need to:
• Educate customers about responsible gaming and ensuring anyone who is having difficulty gets the assistance that they need
• Explain casino information, services, gaming products and gaming rules to customers
• Ask questions to clarify job tasks and expectations
• Speak respectfully to customers and co-workers when dealing with complex issues or resolving conflicts
E. ORAL COMMUNICATION
Modes of Communication Used: Warehouse Supervisors communicate:
>> in person.
> using the telephone.
> may use two-way radios in the future.
The symbols >, >> and >>> are explained in the Notes section. Environmental Factors Impacting Communication: None were mentioned.
Tasks Complexity
Level Examples
Warehouse Supervisors:
• communicate distribution of tasks to staff and make changes to schedule as needed. (2)
• settle staff disputes. . (3)
• coach and advise staff on appropriate behaviour and procedures. (3)
• communicate with all departments to clarify requests or respond to questions.(2)
• participate in meetings with manager and staff. (2)
Typical Most Complex
2-3 3
WAREHOUSE SUPERVISOR - ORAL COMMUNICATION
(continued)
Canadian Gaming Centre of Excellence 8
Oral Communication Profile
The symbols >, >> and >>> are explained in the Notes section.
Purpose for Oral Communication
Type
To greet
To take messages
To provide/ receive information,
explanation, direction
To seek, obtain information
To coCordinate work with that of
others
To reassure, comfort
To discuss (exchange information,
opinions)
To persuade
To facilitate, animate
To instruct, in
stil u
nderstanding,
knowledge
To negotiate, resolve conflict
To entertain
Listening (little or no interaction)
Speaking (little or no interaction)
Interact with co-workers
Interact with those you supervise or direct
>> >> >> >> >> >> >
Interact with supervisor/ manager
> >> >> >> >>
Interact with customers/ clients/ public
Interact with suppliers, servicers
>> >> >>
Participate in group discussion
>
Present information to a small group
Present information to a large group
WAREHOUSE SUPERVISOR - THINKING SKILLS
Canadian Gaming Centre of Excellence 9
THINKING SKILLS
Refers to the process of evaluating ideas or information to reach a rational decision. Thinking Skills includes problem solving, decision making, job task planning and organizing, significant use of memory and finding information from text, people and computerized data-bases. Thinking Skills are Essential Skills that all Casino employees need to:
• Assess a situation and react appropriately
• Evaluate if currency seems suspicious
• Prioritize the order in which tasks are completed by considering deadlines and resources
F. THINKING SKILLS
1. Problem Solving
2. Decision Making
3. Job Task Planning and Organizing
Tasks Complexity
Level Examples
Warehouse Supervisors:
• track missing items by reviewing paper work, conducting searches, determining if it has been taken but not recorded. (2)
• find and deliver materials urgently needed. (3)
Typical Most Complex
2-3 2
Tasks Complexity
Level Examples
Warehouse Supervisors:
• make decisions about the deployment of staff considering who will be best for the job and who might enjoy doing it. (2)
Typical Most Complex
2 2
Complexity Level
Description
Warehouse Supervisors:
• handle several tasks at a time and manage their time effectively. They prioritize deliveries based on which will affect people’s work most, or on the importance and value of the delivery. For example, cash deliveries will be given loading space immediately.
2
WAREHOUSE SUPERVISOR - THINKING SKILLS
(continued)
Canadian Gaming Centre of Excellence 10
4. Significant Use of Memory
5. Finding Information
Examples
Warehouse Supervisors:
• remember requests that are “last minute” at moments when they cannot record them.
• remember when orders were placed/delivered and where the material ended up.
Complexity Level
Examples
Warehouse Supervisors:
• get most of their information from their own meticulous records of all the materials going through their hands. They are then able to follow the paper trail when questions arise. (2)
• may access computer manuals and while learning to use new programs. (3)
• from WHMIS (Warehouse Hazardous Materials Information System) and MSDS (Material Safety Data Sheets). (rarely) (2)
2-3
WAREHOUSE SUPERVISOR - WORKING WITH OTHERS
Canadian Gaming Centre of Excellence 11
WORKING WITH
OTHERS
Refers to employees working together to carry out tasks. Working with Others is an Essential Skill that all Casino employees need to:
• Co-operatively work with others to exceed casino service standards
• Coach and mentor new employees
• Make suggestions on improving teamwork and casino service (break schedules, shift times)
• Co-operatively work with others to repair casino equipment
G. WORKING WITH OTHERS
Warehouse Supervisors are concerned with the deployment of their staff and with oversee-ing the maintenance of records in the delivery area. They are in constant contact with all departments, delivering mail and goods, or providing storage.
Participation in Supervisory or Leadership Activities
>> participate in formal discussions about work processes or product improvement.
>> participate in formal discussions concerning the allocation of responsibilities within own group or appropriate goals for the work group or methods for achieving goals.
>> have opportunities to make suggestions on improving work processes.
>> monitor and evaluate the work performance of others.
>> inform other workers or demonstrate to them how tasks are performed.
>> orient new employees.
> make hiring recommendations.
>> assign routine tasks to other workers.
>> assign new or unusual tasks to other workers.
>> identify training that is required by, or would be useful for, other workers.
>> deal with other workers’ complaints.
The symbols >, >> and >>> are explained in the Notes section.
WAREHOUSE SUPERVISOR- COMPUTER USE
Canadian Gaming Centre of Excellence 12
COMPUTER USE
Refers to the variety and complexity of computer use within the employees’ position. Computer Use is an Essential Skill that all Casino employees need to:
• Enter data into various computerized tracking systems and databases
• Use email to communicate with others
• Use document and spreadsheet software to prepare, edit, manipulate and analyze Information
• Manage department electronic files
• Use a variety of electronic devices and resolve basic technical difficulties
H. COMPUTER USE
Computer Use Profile On one site, the warehousing inventory is computerized. This means that the supervisor’s role in maintaining the inventory involves fairly complex use of computer skills.
Warehouse Supervisors:
>> use word processing. For example, to write reports.
> use a database. For example, (WIMS) Warehouse Inventory Management System.
>> use a spreadsheet. For example, to do physical counts to verify inventory.
> use statistical analysis software. For example, use the options provided by WIMS
>> use communication software. For example, e-mail in Outlook.
The symbols > and >> are explained in the Notes section.
Complexity Level
Computer Use
Warehouse Supervisors:
• may use Warehouse Inventory Management System (WIMS) to track inventories in on and off site warehouses. (3)
• use e-mail to receive and respond to requests and to circulate memos. (2)
• use word processing to write evaluations, incident reports, and messages. (2)
• create tables for specific department purposes using Excel. For example, attendance and payroll spreadsheets. (3)
1-3
WAREHOUSE SUPERVISOR - CONTINUOUS LEARNING
Canadian Gaming Centre of Excellence 13
CONTINUOUS LEARNING
Refers to the ongoing process of acquiring new skills and knowledge and applying them in the workplace. Continuous Learning is an Essential Skill that all Casino employees need to:
• Identify training opportunities that are available
• Learn about new casino equipment, products, services and procedures
• Identify and understand skill strengths and the areas where improvement is needed to become successful in other casino positions
• Use newly learned skills and knowledge to improve work
I. CONTINUOUS LEARNING
How the Learning Occurs Learning may be acquired:
> by applying previous experience as a supervisor.
>> as part of regular work activity.
> from co-workers.
>> through training offered in the workplace:
computer training on Outlook, Word and Excel. Warehouse Inventory Management System (WIMS) training.
The symbols >, >> and >>> are explained in the Notes section.
WAREHOUSE SUPERVISOR - OTHER INFORMATION
Canadian Gaming Centre of Excellence 14
J. OTHER INFORMATION
In addition to collecting information for this Essential Skills Profile, our interviews with Warehouse Supervisors also asked about the following topics.
Notes
Throughout this document, the following codes have been used:
>>> indicates that most respondents use that skill >> indicates that some respondents use that skill > indicates that few respondents use that skill indicates that none of the respondents use that skill
Physical Aspects The Warehouse Supervisors interviewed mentioned these physical aspects of their jobs. Warehouse Supervisors:
• stand, twist, turn and bend. They frequently do heavy lifting.
• drive a delivery vehicle or operate a forklift requiring motor skills.
• They also operate computers requiring manual dexterity.
Attitudes Warehouse Supervisors think of themselves as the “face” of the department and therefore are personable and approachable. They are patient and understanding with their staff but are also practical and organized.
Future Trends Affecting
Essential Skills
Warehouse Supervisors look forward to getting a computerized inventory, or, where this already exists, more training on various functions to make tracking more efficient.