First-line mangers perform many functions and are the first contact point between line workers and management and often the customer. The role requires strong ‘people skills’ to build trusting relationships and teams in order to help achieve business objectives.
This course focuses on those ‘people skills’ and examines, in a pragmatic way, the key competencies needed for First Line Management (FLM). It will demonstrate the impact that good
FLM skills have on sustained growth and stability.
In addition to skills development, the workshops will focus on explaining what FLM competencies are, how to use them and why they make a difference commercially.
Who Should Attend
First Line Managers (FLMs) across all business sectors.
Anyone wishing to enhance their existing management competencies or those
who are entering FLM for the first time.
Attendees will learn:
How to create engagement and motivate team members.
Skills for managers to manage themselves (and others) in executing day-to-day activities.
A clear understanding regarding the customer and the impact of managers’ and team
members on customer satisfaction and retention.
First Line Management Fundamentals
What Is ’First line Management’
Understanding The Role(s)
FLM Qualities and Competencies
The Main Challenges Of This Role
Leading & Motivating The Team
What Kind Of Manager Are You?
Using Different Management Styles
Motivation Approaches and Understanding Why People Work Positively
The Psychological Contract and Motivation
How People Communicate
Impact of Body Language
Listening & Questioning Skills
Using a Coaching Style
Managing Through Change
The Forces of Change
The Role of the FLM During Change
Managing Barriers To Change
Supporting People Through Change
Communicating The Change
Managing Customer Service In Your Area of Responsibility
The Customer Relationship and the FLM Role
Understanding Customer Needs
The Internal Customer
Customer Care and Satisfaction
Understanding & Managing Conflict
Sources and Features of Conflict
Interests and Needs in Conflict
Responding to Conflict
Personal Effectiveness - Time Management
The Value of Time
The Importance of Planning
The Urgent/Important Matrix
Dealing With ‘Time Stealers’
The Passive-Assertive-Aggressive Scale
Changing Unhealthy Beliefs and Thinking
Managing Team & Personal Stress
The Physiological Nature of Stress
The Causes of Workplace Stress
Recognizing Stress in Others
Management Competencies for Preventing Stress in Others