BECOMING AN EFFECTIVE FRONT – LINE MANAGER

SYNOPSIS: The purpose of the programme is to equip Frontline Managers and Supervisors with essential skills required to supervise, delegate, lead others, achieve results through effective self-management of staff, and deal with conflict situations. The programme is beneficial to both: newly appointed frontline managers and practicing managers/ supervisors wishing to brush up on better frontline management skills.

COURSE OBJECTIVES

By the end of the programme, learners would be able to:

• Recognize the roles and responsibilities of frontline managers; as well as the ability to influence of others and results
• Develop their ability to plan, organize, lead/ motivate and control/ assess
• Learn how to delegate effectively
• Deal with conflict and practice consideration and fairness
• Improve leadership skills to develop better relationships and trust in the team

COURSE CONTENT

Roles and Responsibilities of Frontline Managers

• Functions of Leading, Managing and Producing
• Roles and responsibilities of frontline managers
• Leading others vs. Managing things
• Identifying the Key Performance Areas and Key Performance Indicators of your job
• Exploring Gaps

Effective Communication Skills

• Communicating to be effective - how, what and when to communicate
• Designing effective questioning techniques and listening actively
• Setting and managing expectations clearly
• Working with, and responding to, differing communication styles

Managing Yourself

• Use of planning tools and techniques
• Dealing with time stealers and interruptions
• Recognizing performance management and feedback conversations
• Learn how to delegate effectively
• Understand how to manage your own emotions in tough situations
• Plan and prepare before strategic conversations with your team or stakeholders
• Regulating your own emotions

Managing Your Team

• Understanding different management styles and how to use them
• Setting expectations and clearly defining roles and responsibilities
• Pinpointing performance and motivating your team/individuals
• Learning the management actions required to maintain team effectiveness
• Team dynamics and looking at individual behaviour within teams

Managing Conflict

• Recognizing that conflict is necessary and expected when implementing change.
• Understanding that conflict, change and continuous improvement often co-exist.
• Understanding you own conflict style and recognizing that different situations may require a different approach.
• Remaining constructive when dealing with passive or aggressive employees and peers.
• How to mediate conflict between two employees

TARGET AUDIENCE: Supervisors, Managers, Team Lead, Middle – Level and Senior Managers etc.