LearningZone Mapping Against ILM Level 2 Units in Leadership and Management

Transcription

1 LearningZone Mapping Against ILM Level 2 Units in Leadership and Management 1 of 9

2 Developing yourself as a team leader 1 credit 1 Understand the role and responsibilities of the team leader. 2 Be able to seek feedback on their workplace performance to identify strengths, weaknesses and areas for improvement Am I an Effective Team Leader individual exercise Leading by Example individual exercise The Emotionally Intelligent Leader Motivating Your Team cartoon animation An Overview of Motivation How to Motivate Your Team Top Tips for Maximising Team Performance Building Effective Working Relationships Building Stronger Relationships at Work Building Rapport How To Improve Team Relationships Do You Know When To Say No? self-assessment Trust in Me Making Feedback Work for You Managing My Development individual exercise Potential Development Areas -a template to use for identifying these in yourself and others Defining Benefits a template for considering the potential benefits of developing in specified areas My CPD Plan a choice of templates Preparing My Personal Development Plan 2 of 9

3 Improving performance of the work team 1 credit 1 Understand the organisations requirements in relation to team performance 2 Understand how to address underperformance 3 Understand the role of motivation in improving performance How is Performance Measured? Identifying the Right Performance Measures individual exercise How to Improve Team Performance Understanding Set-Up-To-Fail Syndrome Managing Poor Performance audio file of interviews with top managers on this topic, 15 minutes Preparing to Address Poor Performance Addressing Poor Performance Feedback Essentials Managing C Players - managing underperformers Managing B Players getting the best from average, reliable performers Motivating Your Team cartoon animation An Overview of Motivation How to Motivate Your Team Top Tips for Maximising Team Performance How to Motivate Problem Employees Top Tips for Praising Others Managing Your Teams Workload Leading By Example individual exercise Its Intrinsic: a Motivation Exercise - individual exercise re motivating others Do You Engage or Disengage Your Team? self-assessment 3 of 9

4 Leading your work team 2 credits 1 Understand the difference between leadership and management 2 Understand a range of leadership styles, their benefits and potential impact on individuals and performance Leadership vs Management Are You A Leader or a Manager? -group exercise, can also be used for individual self-assessment Making the Transition from Manager to Leader Leadership Overview An Introduction to Leadership Styles Leadership Styles short animation The Leadership Continuum The Emotionally Intelligent Leader Level Five Leadership Transactional Analysis My Leadership Style self-assessment How To Adapt Your Leadership Style Top Tips for Developing Your Leadership Style Are You a Transformational Leader? self-assessment How do I Distribute My Leadership? self-assessment My Leadership and Direction self-assessment 4 of 9

5 Meeting customer needs 2 credits 1 Understand customer care and the benefits of good customer care 2 Know how to meet customer needs 3 Understand the importance of collecting, storing and interpreting customer feedback Customer Service Overview Identifying Customers Customer Service Excellence: the Government Standard 10 Deadly Sins of Customer Service Needs and Wants Finding Out What Customers Want Buckingham and Coffman - Hierarchical Customer Expectations Anderson and Zemkes Model of Customer Service How to Communicate with Customers The Secrets of Effective Online Customer Service Complaint Handling Sample Response to a Letter of Complaint Customer Complaint Checklist Assessing How We Manage Customer Care group exercise, which includes an individual self-assessment How to Design a Customer Satisfaction Survey Customer Service Improvement Form 5 of 9

6 Planning and monitoring work 2 credits 1 Understand how to work within the organisational guidelines to achieve team goals 2 Understand how to plan and allocate work 3 Understand how to monitor a teams performance against the plan Can I See the Bigger Picture? individual exercise The Burden of Responsibility Objectivity in Action An Introduction to Planning Top Tips for Effective Planning Operational Plans Using Network Diagrams PERT charts Using Gantt Charts Decisions, Decisions Creating a Climate of Trust and Confidence Top Tips for Delegating The Five Levels of Delegation Applying Strengths to Tasks team exercise Managing Your Teams Workload The Two Purposes of Monitoring and their Different Requirements David Allen: Getting Things Done 6 of 9

7 Satisfying customer requirements 1 credit 1 Know how to satisfy customer requirements Customer Service Overview Customer Service Excellence: the Government Standard 10 Deadly Sins of Customer Service Needs and Wants Finding Out What Customers Want Focus Groups Conducting Research Interviews Buckingham and Coffman - Hierarchical Customer Expectations Anderson and Zemkes Model of Customer Service How to Communicate with Customers The Secrets of Effective Online Customer Service Complaint Handling Sample Response to a Letter of Complaint Customer Complaint Checklist Assessing How We Manage Customer Care group exercise, which includes an individual self-assessment How to Design a Customer Satisfaction Survey Customer Service Improvement Form 7 of 9

8 1 Understand effective working teams Understanding effective team working 1 credit Is My Team Effective? Phases of Team Development Understanding Set-Up-To-Fail Syndrome Blame Cultures Katzenbach and Smith: The Wisdom of Teams Working in Teams individual exercise Understanding Belbin Team Roles Top Tips for Maximising Team Performance How to Improve Team Performance What Creates a Great Team group exercise, which includes an individual exercise How to Convey a Positive Team Image Top Tips for Leading Remote Teams Informing Employees Managing Your Teams Workload Am I an Effective Team Leader? individual exercise Team Review Tool group exercise 8 of 9

9 Workplace communication 1 credit 1 Understand the importance of effective communication 2 Understand methods of communication 3 Understand the importance of maintaining accurate records of communication Organisational Communication Overview Eileen Scholes: Communication Channels Which Channel Should I Choose? Thomas J Lee: Twelve Dimensions of Strategic Internal Communication How to Communicate an Important message The Medium is the Message - exercise Informing Employees Top Tips for Briefing Your Team Using Social Media for Organisational Communication Guidelines The Sheppard Moscow Model of Distance Influencing Overcoming Communication Barriers: Noise and Physical Barriers Personal Communication The Five Components of Active Listening Feedback Essentials How Well Do I Communicate individual exercise Recommended Reading: Internal Communication 9 of 9