This course is aimed at Team Leads or Supervisors who must manage the day to day front line business processes to achieve short-term tasks or objectives.

To meet the challenges of their roles they need to be able motivate and engage others; to have excellent communication skills; be self-aware and non-judgmental, while maintaining a business-like approach.

This practical course addresses these demands. The course is designed to be as practical as possible. The format includes individual and group practice, role-play and input from the course leader.

Who Will Benefit From This Course?

  • Anyone who is new to, or will soon be in, a Team Lead or Supervisor role
  • Existing Supervisors / Team Leads who would benefit from formal training or insight into current thinking

Learning Outcomes:

  • Identify the key elements in a Supervisory / Team Leading role
  • Understand the importance of clear communication to the role
  • Develop tools and techniques that can be used to achieve results through the actions of other people



  • Understanding the Leading & Supervising role
  • The qualities needed for the role
  • The main challenges

Leading & Motivating the Work Team

  • Adopting the best Leadership Style for any situation
  • Setting ‘Ground Rules’
  • How to motivate the team
  • Clarifying performance expectations
  • How to delegate work to individuals in a way that motivates

Dealing with Conflict

  • Sources of Conflict
  • Common Features of Conflict
  • Staff Conflict: The Options
  • A 4-Step Model for resolving Conflict

Giving a Review or Appraisal

  • The Purpose of a Review or Appraisal
  • Structure of The Review or Appraisal
  • Format & Documentation

Communication Fundamentals

  • Stages in The Communication Process
  • Effective Listening & Questioning Skills
  • Barriers to Communicating
  • Clarification & Understanding
  • When to Keep Records
    of Communications

Training and Assessment

  • Coaching, Mentoring & Training
  • Learning Styles & Stages
  • A Training Session Structure
  • Methods of Assessment

Giving Feedback on Under Performance

  • Giving Feedback or Criticism
  • Clarifying Expectations
  • A Framework for Effective Feedback

Understanding & Managing Stress

  • Understanding Workplace Stress
  • Sources and Signs of Stress
  • Preventing Stress in the Team
  • Managing My Stress
  • Code BC-217
  • Duration 2 days
  • Virtual Classroom Contact us for options
  • Qualification Contact us for options
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