First Line Management
Course Code - BC-208 Duration - 3 Days
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
- Maintaining Standards
Understanding & Managing Conflict
- Sources and Features of Conflict
- Resolving 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’
- Effective Delegation
- Understanding Assertiveness
- The Passive-Assertive-Aggressive Scale
- Changing Unhealthy Beliefs and Thinking
- Assertive Communication
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
- Stress Management Techniques
« Back to last page