2019 Effective Supervisory Practices Webinar Series

This six-part webinar series will demonstrate the principles covered in Effective Supervisory Practices (5th edition) and its companion study guide. Designed as a primer for new supervisors, this series is a must for any jurisdiction looking to lead change, improve customer service, or strengthen communication between supervisors and staff.

REQUIRED READING: Effective Supervisory Practices, 5th Edition and Effective Supervisory Skill Building Study Guide (book prices are $84/member; $110/nonmember). To order, please call 1-888-280-2370 or send an e-mail to orders@icma.org. All sales must be prepaid with credit card or check, and all sales are final (no returns accepted unless the publication has been damaged in shipping).

  • Features: 
  • Longer on-demand access (now 6 months instead of 3)
  • Easy-to-use platform
  • Seamless audio
  • Enhanced polling
  • Session quizzes

This registration page is for single log-ins only. For more information about purchasing individual logins for multiple staff members, please visit this page.

  • 2019 Effective Supervisory Practices Session 1: The Foundation: Roles of a Supervisor/Supervisory Leadership and Ethics (Chapters 1, 2, 3)

    Contains 4 Component(s), Includes Credits

    Based on Chapters 1, 2, and 3, presenters discuss the definition of leadership, ethics, and important factors to consider as employees move into leadership roles within the organization.

    Based on Chapters 1, 2, and 3, presenters discuss the definition of leadership, ethics, and important factors to consider as employees move into leadership roles within the organization. 

    Discussion highlights:

    • Roles and responsibilities of a supervisor
    • The difference between leading and managing
    • Effective delegation
    • Moving from peer to boss
    • Characteristics of influential supervisory leadership
    • Developing and improving leadership skills
    • Ethics: Definition, challenges, and ethical decision making
    • Supervisor as an ethical role model

    Michelle Poché Flaherty

    Deputy City Manager, City of Palo Alto

    Michelle Poché Flaherty is deputy city manager of the city of Palo Alto, California.  With 20 years of public service experience, Michelle has held senior executive positions in federal, state and local government. She is professionally trained in coaching and a member of the International Coach Federation.

  • 2019 Effective Supervisory Practices Session 2: The HR Stuff: Ensuring a Safe, Respectful, Harassment-Free Workplace (Chapters 14, 15)

    Contains 4 Component(s), Includes Credits Recorded On: 05/15/2019

    Based on Chapters 14 and 15, this session discusses the supervisor's role in fostering a safe, harassment-free work environment.

    Based on Chapters 14 and 15, this session discusses the supervisor's role in fostering a safe, harassment-free work environment.

    Discussion highlights:

    • Legal definitions of harassment and discrimination
    • How to recognize harassment and discrimination
    • The supervisor's role in addressing issues/complaints
    • The complaint interview
    • Effective intervention
    • Workplace wellness and safety programs

    Aleksandra (Sandy) Stapczynski

    Founder and President, Human Resources Services, Inc.

    Aleksandra (Sandy) Stapczynski, is founder and president of Human Resources Services, Inc. (HRS), a small woman-owned business located in the greater Boston area. HRS is a major provider of HR Consulting Services, particularly pay/classification/performance, to local governments in Massachusetts.

    With nearly 30 years of experience providing technical assistance to local governments in key areas of human resource management, she and her associates provide consultancy services to hundreds of New England cities, towns, school districts, counties, regional agencies, and state agencies. Sandy is co-author of the newly released ICMA e-book, Performance Appraisal Fundamentals: A Quick Guide to Fair, Consistent, and Useful Performance Appraisals. She is a contributor to ICMA’s Human Resource Management in Local Government: An Essential Guide (1st, 2nd, 3rdEditions) and has also authored an ICMA IQ Management Report on Staffing and Utilization Studies.

    She has served as adjunct professor and guest speaker at colleges/universities in the Boston area. She holds a master’s degree in public administration from the Sawyer Business School, Suffolk University, Boston, and a bachelor’s degree in government from Suffolk University.

    Carol M. Granfield, ICMA-CM

    Principal Consultant, Municipal Resources, Inc.

    Carol M. Granfield, ICMA-CM , is principal consultant for Municipal Resources, Inc. She has 38 years of public sector management experience and seven years private sector experience. Carol has served in town administrator/manager positions in New England and also as director of administration in Herndon, Virginia, and personnel director in Fairfax, Virginia.

    Carol’s expertise in human resources and labor relations includes the establishment of personnel policies, organizational studies, wage, classification and benefit studies and union negotiations.

    Carol is co-author of the newly released ICMA e-book, "Performance Appraisal Fundamentals: A Quick Guide to Fair, Consistent, and Useful Performance Appraisals."

    Michelle Poché Flaherty

    Deputy City Manager, City of Palo Alto

    Michelle Poché Flaherty is deputy city manager of the city of Palo Alto, California.  With 20 years of public service experience, Michelle has held senior executive positions in federal, state and local government. She is professionally trained in coaching and a member of the International Coach Federation.

  • 2019 Effective Supervisory Practices Session 3: Sharpening Your Focus: Strategic Planning, Managing Workflow, and Budgeting (Chapters 4, 5, 6)

    Contains 4 Component(s), Includes Credits Recorded On: 05/29/2019

    Based on Chapters 4, 5, and 6, this session will discuss the realities of being a working leader in today's time-starved, budget-conscious world. Presenters offer tools to assist with establishing priorities and focusing work, setting meeting ground rules, identifying meeting types and the purposes of each, and how to run a sit-down meeting.

    Based on Chapters 4, 5, and 6, this session will discuss the realities of being a working leader in today's time-starved, budget-conscious world. Presenters offer tools to assist with establishing priorities and focusing work, setting meeting ground rules, identifying meeting types and the purposes of each, and how to run a sit-down meeting. 

    Discussion highlights:

    • Budget basics
    • Budget tips for supervisors
    • Time management
    • Getting organized
    • Meeting management 
    • Thinking strategically
    • Acting strategically

    Michelle Poché Flaherty

    Deputy City Manager, City of Palo Alto

    Michelle Poché Flaherty is deputy city manager of the city of Palo Alto, California.  With 20 years of public service experience, Michelle has held senior executive positions in federal, state and local government. She is professionally trained in coaching and a member of the International Coach Federation.

    William Bridgeo

    City Manager, Augusta, Maine

    Bill Bridgeo began his career in municipal government in 1976 when he became the Assistant Town Manager of Killingly, Connecticut. Three years later he was sworn in and spent six years as City Manager of Calais, Maine. Thereafter, he served for eleven years as City Manager of Canandaigua, New York and for the past twenty-one years has been City Manager of Augusta, Maine. He holds a BA in Political Science from St. Michaels College in Vermont and an MPA from the University of Hartford. He has been active throughout his career in his state and national professional organizations including service as the President of the New York State Municipal Management Association. He was a founding member of the ICMA University’s Board of Regents. He was the 2007 recipient of the Maine Town and City/County Management Association’s Manager of the Year Award.  He currently serves on the Executive Board of the Maine Municipal Association and the Ethics Committee of the Maine Town and City Managers Association. He also chairs the executive board of the Maine Service Center Coalition.

    He is a member of the adjunct faculties of the University of Maine at Augusta (where he teaches courses in municipal administration) and Thomas College (where he has taught graduate courses in ethical leadership). He is married to Janice Church Bridgeo and they have two grown children. 


  • 2019 Effective Supervisory Practices Session 4: Raising the Bar: Motivating Employees and Customer Service (Chapters 12, 16)

    Contains 4 Component(s), Includes Credits Recorded On: 06/12/2019

    Based on Chapters 12 and 16, this session discusses how good supervisors can motivate employees to become productive and fulfilled. Workplace satisfaction, in turn, is a key component in the ability of a team to deliver quality customer service.

    Based on Chapters 12 and 16, this session discusses how good supervisors can motivate employees to become productive and fulfilled. Workplace satisfaction, in turn, is a key component in the ability of a team to deliver quality customer service. 

    Discussion highlights:

    • Personality types and motivation
    • Six steps to promoting creativity and reducing bureaucracy
    • Customer service and its impact on public perception of local government
    • What do customers expect?
    • Establishing standards of service
    • How to deal with difficult customers

    Michelle Poché Flaherty

    Deputy City Manager, City of Palo Alto

    Michelle Poché Flaherty is deputy city manager of the city of Palo Alto, California.  With 20 years of public service experience, Michelle has held senior executive positions in federal, state and local government. She is professionally trained in coaching and a member of the International Coach Federation.

    James Lewis

    City Manager, Pismo Beach, CA

    Jim Lewis became city manager of Pismo Beach on March 1, 2013. Prior to serving as city manager of Pismo Beach, Jim served as the assistant city manager and president of the office of economic development for the City of Atascadero. Prior to this role, Jim served as the assistant to the city manager for the City of Claremont. In both positions, Jim was successful in transforming downtowns and building pride and positive relationships amongst business owners, community groups, neighborhoods and the city.

    Jim served as president of the Municipal Management Association of Southern California (MMASC) in 2001 and currently serves as the First Vice President of the League of California Cities City Manager’s Department ad as a Trustee of the California City Management Foundation.

  • 2019 Effective Supervisory Practices Session 5: The People Part: Hiring and Onboarding, Fostering Accountability, Evaluating Performance (Chapters 9, 10, 11)

    Contains 4 Component(s), Includes Credits Recorded On: 06/26/2019

    Based on chapters 9, 10, and 11, this session will discuss how to hire the right people for your organization and develop a culture of accountability and performance.

    Based on chapters 9, 10, and 11, this session will discuss how to hire the right people for your organization and develop a culture of accountability and performance. 

    Discussion highlights:

    • Behavioral interviewing
    • New employee orientation
    • Goal setting
    • Praise, recognition, rewards
    • Performance evaluations/performance improvement
    • Coaching and counseling


    Michelle Poché Flaherty

    Deputy City Manager, City of Palo Alto

    Michelle Poché Flaherty is deputy city manager of the city of Palo Alto, California.  With 20 years of public service experience, Michelle has held senior executive positions in federal, state and local government. She is professionally trained in coaching and a member of the International Coach Federation.

    Cindy Taylor

    Cindy Taylor is a learning consultant for Chesterfield County, where she has worked for the past 18 years. Prior to joining the Learning and Performance Center staff, she worked as Employee Relations Administrator implementing the County’s first Employee Relations Unit. Cindy’s primary responsibilities include delivery of leadership, quality improvement and policy classes. In addition, she facilitates teams and delivers a variety of special request training for county departments and external organizations. She has a Bachelor’s degree from Virginia Tech and a Master’s in Public Administration from George Mason University. She has over 20 years of human resource management experience in federal and local government with a focus on employee relations and organizational development and training. She is certified in conducting the Myers-Briggs Type Indicator and the Conflict Dynamics Profile, an International Public Management Association for Human Resources (IPMA-HR) Certified Professional and a trained mediator Cindy has been extensively involved in coordinating professional development events for IPMA-HR at the state and regional level and reviewing certification programs for Human Resource professionals. She is a contributing author in the Leadership Secrets of Local Human Resource Officials (a cooperative effort between ORACLE and IPMA-HR) and the Kouzes and Posner Leadership Challenge Activities Book.

    Beverly Roberts

    Beverly Roberts is the performance support coordinator for the Learning and Performance Center.  Her primary responsibilities include the instructional design and development of Learning & Performance Center curriculum.  She also provides special request training for a variety of departments within Chesterfield County and external government agencies.  As a former faculty member of Virginia Commonwealth University, Beverly’s role was consulting with government agencies in professional learning and development. She has a Masters’ in Business Administration from Virginia Commonwealth University. She has obtained the Senior Professional in Human Resource (SPHR) designation from the Human Resource Certification Institute and the Senior Certified Professional (SHRM-SCP) designation from the Society for Human Resource Management.

  • 2019 Effective Supervisory Practices Session 6: The Great Communicator: Team Building, Communicating, Leading Change (Chapters 7, 8, 13)

    Contains 4 Component(s), Includes Credits Recorded On: 07/10/2019

    Based on chapters 7, 8, and 13, this session discusses how to turn a group of employees into a highly functioning team. Presenters will cover effective communication techniques of a leader and how to lead a team through change.

    Based on chapters 7, 8, and 13, this session discusses how to turn a group of employees into a highly functioning team. Presenters will cover effective communication techniques of a leader and how to lead a team through change.

    Discussion highlights:

    • The stages of team building
    • How to empower a team 
    • Communicating as a leader
    • How change affects motivation levels
    • Strategies and tactics for removing obstacles to change
    • How to deliver teams to a positive place on the other side of change


    Michelle Poché Flaherty

    Deputy City Manager, City of Palo Alto

    Michelle Poché Flaherty is deputy city manager of the city of Palo Alto, California.  With 20 years of public service experience, Michelle has held senior executive positions in federal, state and local government. She is professionally trained in coaching and a member of the International Coach Federation.

    Michael A. (Mike) Conduff

    The Elim Group

    Michael A. (Mike) Conduff is the president and CEO of The Elim Group and also serves as ICMA’s senior advisor for governance. Conduff is a multiple time best-selling author with Jack Canfield (of Chicken Soup fame) for their book The Success Secret and with Brian Tracy for their book Pushing to the Front – Front Line Strategies from the World’s Leading Experts. Additionally, he writes a regular governance column for Public Management (PM) magazine, is a contributing author to the ICMA Green Book series and is frequently published or quoted in other national publications.