Team Leader / Supervisor Programme

Transcription

1 Programme Summary Team Leader / Supervisor Programme Apprenticeship Standard (L3)

2 Introduction The Operations/Departmental Manager management development programme is supported by 10 workbooks which have been created by ILM. They have been mapped directly to the apprenticeship standard and contain all the knowledge elements upon which the delegate will be tested. Within the workbook, the activities help facilitate understanding of the topic. At the end of each workbook there is a section putting knowledge into practice in which there are tasks to be completed. By completing these tasks, the learner will be able to demonstrate the skills being applied and these tasks will form a large part of the learner s portfolio of evidence. Below is a summary of contents for all the workbooks with a list of the associated tasks. Self Awareness In this topic, we will look at self-awareness and emotional intelligence, as part of the process of developing the behaviours to improve performance through feedback How to be self aware The concept of self awareness Potential impact of behaviour on others Adapting behaviour to improve the impact on others Emotional intelligence in leadership Inclusivity and unconscious bias Definitions of inclusivity and unconscious bias How unconscious bias can impact on inclusion How to avoid unconscious bias Different learning styles A range of learning styles Addressing learning styles in training and development Identifying learning styles Feedback mechanisms Different feedback mechanisms Gathering feedback from different sources Task 1: Obtain feedback on your own performance and leadership style Task 2: Feedback about my own performance Task 3: Evaluate your own leadership style and record observations Task 4: Apply what you have learned from feedback to improve your performance

3 Management of Self In this topic we will look at how we manage ourselves in the workplace. The emphasis will be on effectively managing workload, time management and personal development planning. Personal development planning Purpose of personal development planning Key stages in development planning Create an effective personal development plan Identifying personal development needs Learning and development activities Preparing a personal development plan (PDP) Maintaining a CPD log The CPD cycle Using a CPD log Evaluating outcomes of CPD Time management tools and techniques The importance of effective time management at work Analysing how we spend our time at work Time management techniques and tools Practical steps to prioritise work activities and improve Prioritise work using one of the three suggested methods Benefits of prioritising work Task 1: Make a list of workplace activities and prioritise them based in importance, timescales of the needs of stakeholders. Task 2: Select the time management tools, techniques and methods from section 4 that would be useful when managing your own workload Task 3: Chose one of the three suggested methods for prioritising work and apply it to your own workload Task 4: Review the tools, techniques and methods you have used and discuss their effectiveness Leading People In this topic we will look at how to effectively lead, support and develop people in the workplace as well as equality legislation. Different leadership styles Leadership styles Other leadership models and theories Strengths, weaknesses and suitability of different leadership styles

4 The role of coaching in the workplace Benefits of coaching Coaching techniques and models The manager s coaching skills How coaching can be used to improve performance The importance of organisational culture Different organisational cultures Internal and external factors that can affect organisational culture Effects on individuals and teams Equality, diversity and inclusion in the workplace Definitions of terms and differences between equality, diversity and inclusion The organisation s legal responsibilities Potential consequences of not complying with legislation Task 1: Prepare a report that could be presented to your team about your organisation s strategy and how this impacts the team Task 2: Prepare a coaching plan that supports the development of a team member Task 3: Show that you can implement the coaching plan to support the development of a team member Task 4: Review how coaching has improved the performance of the team member Task 5: Act as a role model to promote company values and behaviours throughout the coaching process Managing People In this topic we will look at managing people through formal and informal methods aiming at developing both individuals and teams. Management models Differences between people management and team management Approaches to people management Team dynamics Approaches to team management Motivational techniques Human resource procedures and legal requirements Employment legislations Recruitment and selection Discipline and grievance Sickness and absence Harassment and bullying Performance management of individuals Establishing performance standards Measuring work performance

5 Formal and informal assessment Ensuring fair and objective assessment Conducting appraisals Reviewing performance Managing absence The importance of constructive feedback Task 1: Demonstrate that you can build an effective team Task 2: Set and agree realistic operational objectives for the team Task 3: Set achievable goals for team members Communication In this topic we will look at different forms of communication in the workplace, how to chair meetings and how to communicate positive and negative information effectively. Different forms of communication and their application Emotional intelligence a brief introduction Formal and informal communication Forms of written communication Strengths and weaknesses of written forms of communication Forms of verbal communication Speaking, listening and questioning skills Strengths and weaknesses of forms of verbal communication The influence of non-verbal communication How to chair a meeting Key documentation Preparing for a meeting Facilitating a meeting Follow-up actions Managing challenging conversations Preparing for challenging conversations Techniques for managing challenging conversations Constructive feedback When to escalate problems Task 1: Make a log of the different forms of communication that you use in the workplace Task 2: Makes some notes about times when you adapted your communication style and methods to suit the messages and the recipients Task 3: Makes notes about the purpose and objectives of at least two different meetings that you have chaired Task 4: Makes some notes about how you prepared and distributed key documents before, during and after a meeting Task 5: Demonstrate that you can chair a meeting effectively

6 Task 6: Demonstrate that you can make a constructive challenge Task 7: Make a presentation during a team or management meeting, and make sure that everyone understands the information. Task 8: Take effective follow-up actions once a meeting has taken place Task 9: Demonstrate how you use active listening skills during a conversation in the workplace, maybe with a colleague or a customer Task 10: Show that you can clarify understanding of conversations Building Relationships In this topic we will look at how to build effective working relationships both internal and external to the organisation as well as the skills needed to develop those relationships. Approaches to customer, partner and stakeholder relationship management Skills required for business relationships The importance of customer relationships Building and managing customer relationships Building and managing stakeholder relationships Cross-team working Benefits of working as a team Cross-team working Benefits and challenges of cross-team working Building relationships across teams to achieve organisational objectives Importance of emotional intelligence Definition of emotional intelligence Importance of awareness of emotional intelligence Conflict management in the workplace Causes of conflict in the workplace How conflict develops Effects of conflict in the workplace The importance of conflict management Conflict management models and techniques Task 1: Demonstrate behaviours and actions that build trust across a team Task 2: Show that you are able to negotiate and influence Task 3: Show that you are able to manage conflict in the workplace Task 4: Demonstrate that you are able to provide feedback in cross-team discussions Task 5: Demonstrate that you are able to build and manage customer relationships

7 Operational Management In this topic we will look at operational management with a focus on initiating and managing change in the workplace. How organisational strategy is developed The process of developing organisational strategy How operational plans relate to organisational strategy Implementing operational plans Actions needed to implement plans within timescales and budgets How plans are revised in response to changes in objectives Managing change within a team Basic principles of change management Positive and negative impacts of change within a team Techniques to support a team through change Planning techniques and models for change Managing data in the workplace How operational data is managed in the workplace Manual systems used to store and retrieve information Electronic systems used to store and retrieve data The importance of data protection The Data Protection Act 1998 (DPA) How technology can be used to improve data management Task 1: Demonstrate that you can deliver against operational plans Task 2: Demonstrate how you are able to adapt to change Task 3: Demonstrate that you are able to work with data and create reports Project Management In this topic we will look at project management and the range of tools and techniques that can be applied during the project life cycle. Project lifecycle and roles An example of a work-based project Key stages in the lifecycle of a project Roles within the project team How deliver a project Key project documentation Tools used for project management Managing resources effectively Management tools for monitoring progress Reviewing project performance

8 How to manage project risks and issues Difference between project risks and issues Identifying and mitigating risks Managing issues Task 1: Confirm project objectives and timescales, identify project resource requirements and create project documentation Task 2: Demonstrate that you can manage resources and risk within a project to achieve project milestones Task 3: Demonstrate the use of relevant project management tools throughout the project Problem-solving and decision-making In this topic we will look at solving problems and making decisions in the workplace Problem-solving and decision-making techniques Understanding the nature, scope and impact of a problem The difference between problem-solving and decision-making Different problem-solving and decision-making techniques Escalating issues when required Identifying issues and how to escalate them Managing issues to resolution Task 1: Identify a problem in your workplace and the nature, scope and impact of this problem Task 2: Choose a problem-solving technique to identify possible solutions and inform your decision-making. Task 3: Evaluate the options discussed in task 2 and decide on the best solution to the problems identified in task 1. Task 4: Demonstrate that you can escalate issues when required. Finance In this topic we will look at finance and in particular the importance of setting and monitoring budgets. Finance related governance and compliance Definition of terms The purpose of governance and compliance in finance Governance and compliance processes Implications of unresolved governance and compliance issues How to deliver value for money The concept of value for money

9 Achieving value for money when working with suppliers and customers How teams or departments can deliver value for money for the organisation How to set and monitor budgets Setting realistic budgets and planning for contingencies The process of monitoring budgets Task 1: Demonstrate that you can apply organisational governance and compliance requirements to ensure effective budget controls. Task 2: Demonstrate that you are able to create accurate financial updates