Management & Leadership

Module 1 – Communication Skills
• Understand the communication process and identify effective techniques
• Provide solutions to removing barriers to effective communication
• Know which communication media is most effective – written, verbal etc.
• Recognise the impact personal bias has on communication
• Demonstrate questioning & listening skills
• Gain a greater awareness of how behaviour affects communication
• Understand how to give and/or seek guidance with both staff and management
Module 2 – Performance Management
• Understand the responsibilities of the appraiser and appraisee
• Create agreed individual & team objectives
• Produce acceptable evidence of performance
• Accept how positive and constructive feedback can help self development
• Develop individual training plans & provide support
• Understand the implications of appraisal during probationary periods
• Understand the importance of using non-directive coaching techniques
• Recognise the importance of dealing with periods of sickness
• Recognise the importance of dealing with instances of mis-conduct
Module 3 – Personal Effectiveness
• Recognise the need for personal consistency and continuous improvement
• Gain a greater self awareness of own behaviours and effectiveness
• Recognise how standards are set and maintained
• Understand how time management issues can be better dealt with
• Be able to identify what is important or urgent and how to prioritise work
• Know how to delegate correctly and effectively
• Know how to identify assertive behaviour in themselves and others.
• Be able to deal with those who do not act assertively.
Module 4 – Team Working & Individual Development
• Understand how teams evolve and how dynamics and culture are formed
• Know how to use the right intervention for a given situation
• Understand own management style and when leadership is required
• Understand the impact change has on a team & its individuals
• Recognise techniques of dealing with change and implementation
• Identify the relationships with internal & external customers
• Recognise what good customer service looks & feels like
• Know how to produce and agree a team development plan