This course 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.

The workshop will provide signposts to Continual Professional Development through personal competency review and thereby allow incremental skills development going forward.

 Who Should Attend

The programme is aimed at First Line Managers (FLMs) of across all business sectors. It is for anyone wishing to enhance their existing management competencies, those who are entering FLM for the first time or those whose role is to support the management of company success.

• Clear techniques on how to manage staff effectively.
• Skills to enhance communication
• Skills for managers to manage themselves (and others) in executing day-to-day activities.
• A clear understanding to everyone regarding the customer and how to manage them effectively.

• What Is ’First line Management’
• The Main Challenges Of This Role
• Do You Lead Or Do You Manage
• Understanding Your Own Competencies First
• Directing People Resources
• The FLM Qualities and Competencies Needed

Why Are They Important

• First line Management Styles – Their Impact Internally
• Their Impact On Company Growth & Success
• Developing Personal Effectiveness

When Should You Use Them

• Situational Management
• Understanding Why People Work (Positively)
• TASK-TEAM Platforms
• Resource management – The ‘Psychological’ Contract
• Conflict Resolution – TK Instrument

FLM Through The Change Process

• What Is Change Management
• Change Management Tools

Managing & Building Commercial Awareness

• Company Business Awareness
• Setting Objectives That Are Understood
• Managing Your Customer Service Strategies
• Managing & Executing Strategy As a Competitive Tool
• Your Zone of Influence

Managing Customer Focus

• ‘Internal’ and External’ Customers
• Managing the Customer Relationship (Through Others)
• Managing Customer’s Expectations (Through Others)
• Solving Problems
• Handling Difficult Situations

Communication Skills

• How People Communicate
• Barriers to Communicating
• Listening & Questioning Skills
• Physical Speech (Body Language)

Personal Effectiveness - Time Management

• The Value of Time
• The Importance of Planning
• The Urgent/Important Matrix
• Ending The Day in Control

Professionalism Under Pressure

• What is A Professional Attitude?
• The Physiological Nature of Stress
• Managing Stress
• Responding to Conflict

Confidence and Self Control

• Managing ‘SelfTalk’
• Proactive and Reactive Response
• Working With Your Motivators
• Developing Assertiveness
• Fulfilling Your Professional Potential