• Further develop leadership skills
• Develop their team to achieve more and gain greater job satisfaction
• Improve levels of customer service

ACHIEVED BY

• A programme of seven modules, each of 1 to 2 days followed by a one-day review session.
• Between modules participants will complete a series of significant and valuable work-based projects including: -
  • A development plan for the growth of their own department
  • A survey of customer opinion of the services offered by the department
  • An audit of staff skills and a training plan

2. Managing Productive Working Relationships - 2 days
Review of customer care and complaint handling policy
Identify key internal customer links and improve their effectiveness
Design chair and contribute to department and management meetings
Design and deliver persuasive presentations
Negotiate more effectively

3. Managing The Business’s Financial Performance - 2 days
Effective planning and budgeting skills to control the business to achieve projected results
Review their impact on key performance measures
Identify areas to create and sustain change in

4. Staying Inside The Law - 1 day
Identify responsibilities for health and safety
Recognise their responsibilities to staff and public, and ways to prevent potential legal problems
Guidelines to ensure employees rights are upheld during discipline or dismissal

5. Finding And Keeping The Right People - 2 days
Refine and improve staff selection skills
Review staff motivation and ways to enhance it
Review current induction process and ways to improve it

6. Developing Staff - 2 days
An audit of staff skills and a training plan
Skills to mentor and coach staff to provide support in their development
Ways to successfully conduct appraisal interviews

7. Review Day - 1 day
Present results and recommendations of a group project
Review outcomes as a result of the course
Plans for the future