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.

Who Will Benefit From This Course?

  • First Line Managers (FLMs) across
    all business sectors
  • Anyone wishing to enhance their existing management competencies
  • Those who are entering FLM for the first time

Learning Outcomes:

  • Create Engagement and Motivate Team Members
  • Manage themselves (and others) more professionally in day-to-day activities
  • Communicate everyone’s impact 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

Communication  Skills

  • How People Communicate
  • Impact of Body Language
  • Listening and 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

Acting Assertively

  • 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
  • Recognising Stress in Others
  • Management Competencies for Preventing Stress in Others
  • Stress Management Techniques
  • Code BC-208
  • Duration 3 days
  • Virtual Classroom Contact us for options
  • Qualification Contact us for options
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