FRONTLINE MANAGEMENT INSTITUTE CENTRE OF LEADERSHIP Services overview > 2014
CONTENTS About FMI... 1 Training, facilitation and learning services... 5 Certification and performance management services... 8 Coaching and mentoring services... 9 Resources on leadership and performance...10 Consulting for leadership and performance...11 Index of short courses and modules...13 Index of training programs and qualifications...15 Contact and enquiries...16 VD14022014
ABOUT FMI OUR PURPOSE Our purpose is to develop leaders who drive positive change within their organisation through improved performance, productivity, and innovation. This leads to improved customer experience, profitability and team engagement. DEVELOP THE LEADER WITHIN At the Frontline Management Institute (FMI) we believe that both individuals and organisations have the potential to be great leaders and our aim is to develop the leader within. FMI provides people with the toolkit they need to succeed; developing skills, knowledge and confidence on how to approach leadership and management. FMI gives the support and recognition required to successfully develop the leader within For individuals leadership competency is the ability to inspire and motivate team members to work towards a common goal. For organisations it is the ability to improve or maintain competitiveness by developing performance and productivity, delivering outstanding services to customers and engaging employees. FMI S COMMITMENT Every leader faces different challenges as they strive to inspire, motivate and lead others. FMI is committed to designing, creating, tailoring and facilitating innovative and positive experiences to develop the leader within. FMI is committed to delivering services that are motivated by the following four cornerstones: 1. Quality: We provide specialist services designed and delivered by a team of experts 2. Supportive and flexible: We support individuals and organisations to achieve their development goals in the most appropriate way 3. Focus on improvement and innovation: We encourage individuals and organisations to continually aim higher, to innovate and to be more creative 4. Practical and relevant: Our focus is on practical and relevant outcomes that lead to improved performance for both individual leaders, their teams and their organisations HISTORY FMI and its parent organisation, Network One Communications, have been delivering tailored learning and development solutions around the globe since 1986. With a commitment to providing positive and engaging learning experiences FMI has designed and implemented a range of successful programs for organisations across the world. They vary in size and are located in countries such as Australia, New Zealand, United Kingdom., Russia, Fiji and Papua New Guinea. Page 1
OVERVIEW OF SERVICES Our services cover four key areas of Personal Leadership, Operational Management, People Leadership and Change Management. Drawing on leadership and management principles, which are derived from psychology and research, FMI tailors content to suit a range of different learning styles and situations. Content is delivered using a collection of mediums such as face to face training, digital content, work based activities and case studies. With the ability to deliver face to face training anywhere we are committed to providing the best possible experience for our clients in a supportive and enjoyable environment. Most training is delivered on site or in a selected venue. Individual courses cover areas such as people management, leadership, time management, presentation skills, confidence and assertiveness, innovation management and continuous improvement. We also provide a range of modules and programs that run anywhere from three to 30 days in duration. FMI also has a range of one on one coaching services in leadership and management. These are delivered either face to face, by email, phone or Skype. GLOBAL DELIVERY With a strong focus on face to face interaction, FMI delivers learning and development solutions across Australia, the Asia-Pacific region and globally. FMI delivers leadership and management training courses and programs in Australia in a range of locations including Sydney, Brisbane, Melbourne, Adelaide, Canberra, Perth, Sunshine Coast and Newcastle. FMI also delivers training, assessment and coaching services globally to countries such as Singapore, India, Papua New Guinea, New Zealand, USA and England. In addition, FMI is certified as a registered training organisation (RTO) Australia wide which enables national delivery of qualifications to clients and individuals. OUR CLIENTS FMI services both large and small organisation across all areas of business, commerce, government and community with clients including: Australian Fuji Xerox Sanity Communication and Grosvenor Engineering SNP Security Media Authority (ACMA) GWA Group Southern Cross Media BOC Gases Hoyts Sunnyhaven Bottega Veneta Insight Transgrid Carter Holt Harvey John Holland Trivett Classic CHUBB Lend Lease Westpac Coles Ministry of Sound Wilhemsen Ships Services DB Schenker NRMA Insurance WorkCover Department of Defence Perpetual Yum EPTEC QANTAS Zoetis Fred Hollows Foundation QUBE Logistics Page 2
FUNDING SUPPORT There is a range of funding support and incentive options that may be available to individuals or their employers to assist with fees. FMI Communities Scholarships FMI has made available a limited number of FMI Communities Scholarships which provide 10% towards FMI standard fees for frontline managers or those moving towards this role in Community and Health not for profit organisations and/or registered charities. These FMI Communities Scholarships allow participants to complete short courses, modules, training programs and qualifications at a discounted rate. FMI communities scholarships are available to both individuals and to organisations. FMI Communities Scholarships are part of the FMI Communities Program which aims to help the Australian and global community in terms of health and community development. We do this by providing both scholarships and services for health and community not for profit organisations. Government funding and incentives State and national governments provide a range of funding and incentive programs such as apprenticeships and workforce development programs. PARTNERSHIP CUSTOMISATION FMI partners with organisations to deliver a range of services such as employee training programs, community programs and other customised programs. Development programs can be directly aligned with an organisation s Management Performance systems and organisational capability requirements. Options for partnership customisation include: Integration of performance management standards with assessments Integration of organisation specific content Delivery of workshop sessions shared between FMI facilitators and specialist facilitators or speakers from within the organisation Integration of internal learning management systems or other systems Design of assessments Page 4
TRAINING, FACILITATION AND LEARNING SERVICES FMI has extensive experience facilitating engaging and thought provoking workshops that inspire individuals to bring about positive change within their organisations or their personal lives. To support the delivery of these workshops, FMI also offers a range of services to participants and client organisations to help them achieve their targets. From help desk to competency development reports, FMI s aim is to help develop the leader within us all. TRAINING FOR ORGANISATIONS FMI offers a range of delivery options for business, government and community organisations. Delivery can be tailored to suit the organisation size and structure. We provide a range of seven delivery options for courses, modules and programs: Essentials, Fast Track, Classic, Change Maker, Modules, Training Programs and Tailored. Classic This is a 1 or 2 day course with interactive discussion, examples, case studies and role plays to demonstrate and apply principles. From this, participants can identify, evaluate and plan to implement tools, techniques and strategies for effective and efficient application of the course content. Essentials The Essentials courses are 1.5 hour concise overviews of key principles related to the course topic. From this, participants can identify tools, techniques and strategies for effective and efficient application of the course content. Fast Track The Fast Track course is a 3 hour overview with discussion, examples and case studies of principles and their application. From this, participants can identify and evaluate tools, techniques and strategies for effective and efficient application of the course content. Change Maker This is a half day follow up course and additional project / application work to be completed by participants. The course is an add-on to Essentials, Fast Track or Classic corporate course delivery. It is normally delivered a few weeks after the original course. Modules FMI provides a range of modules which consist of clusters of three or more courses focusing on specific areas of leadership and management professional competence. These include self-leadership, customer focused leadership, safe work environment, people leadership, people development, and strategic change. Training Programs FMI training programs vary from three to thirty days and can be delivered either in blocks or spread out over periods of up to two years. They can also be aligned with qualifications or the organisation s own competency standards, capability requirements or performance management systems or standards. Programs can be delivered including courses in Classic, Essentials, Fast Track or Change Maker formats. Tailored FMI partners with organisations to tailor training courses, modules and programs to meet specific requirements of the organisation. Tailored programs can also involve joint delivery by FMI presenters and the organisation s own subject matter experts or own facilitators. Page 5
COACHING FMI coaches can support participants as they develop their knowledge, skills and competence so that they can apply it in the workplace. Coaching can be carried out face to face, by phone, by Skype, email or a mix of methods. Coaching is available for all areas of leadership and management. Courses by coaching Any course or program can be delivered by a mix of open learning and coaching. This allows the courses to be tailored to specific needs. PUBLIC COURSES FMI delivers a selection of our most popular courses as public workshops in Sydney. FMI offers a free help desk should a participant need any assistance with their booking. FMI will contact all participants prior to their course to remind them to attend. Details of current public courses are posted on our website. All attendees receive professionally printed copies of the materials for their course and are eligible for a certificate of attendance. PUBLIC GROUPS Public groups of 5 or more participants can schedule their own courses, modules or training programs. FMI provides the venue, materials and logistics support. Groups of 6 or more people are entitled to discount options including group discounts or free enrolments. OPEN LEARNING All courses are available via Open Learning. Participants are provided copies of the materials to study in their own time. If participants are to be assessed they submit evidence using FMI assessment guides. Help desk access is available. CUSTOMISATION OF PROGRAMS There are 10 key phases when FMI partners with organisations to design leadership and management development programs and courses: 1. Identifying the need to develop leaders and managers 2. Scoping the development 3. Setting the objectives 4. Developing the business case for the program 5. Working with specialist partners 6. Selecting the design model 7. Organising and logistics 8. Delivery and monitoring 9. Review and evaluation 10. Ongoing development We provide advice on this process and have published a guide to it. If you would like to request a copy of the guide to Designing Management Programs and Courses with FMI please contact us. Page 6
CLIENT SERVICES Evaluation services A range of evaluation services including attendance and assessment reports, survey feedback reports and regular review and evaluation meetings are available to organisations. Materials branding and tailoring Each organisation has the option to have learning materials branded with their logo and organisation name. It is also possible to include organisation specific content either within the learning materials pack or delivered by an organisation s facilitator. Dedicated account manager Each client will receive a dedicated account manager who will be available to answer any questions. Contact can be made via phone or email in addition to regular review meetings. FMI s account managers have experience delivering professional programs for clients. PARTICIPANT SERVICES Student centre The student centre provides access to a range of resources for participants including the participant handbook, privacy policy and information about assessments and funding support. Digital resources Participants receive digital copies of all relevant resources for each course that they enrol in. Resources are reviewed regularly to ensure their relevance. Certification Each participant is issued with certification for the course, module, program or qualification they have completed. Help desk Enrolment into a course with FMI enables a participant to take advantage of our help desk. They can phone or email and receive advice on how to manage their course requirements and planning their professional development. Page 7
CERTIFICATION AND PERFORMANCE MANAGEMENT SERVICES FMI offers a range of certification and performance management services that are recognised nationally and internationally. They apply to aspects of management work across Australia and the world. QUALIFICATIONS AND CERTIFICATION Nationally recognised qualifications for Australia FMI is a Registered Training Organisation (RTO) with a selection of management qualifications from the Australian Qualities Framework (AQF) on scope. These qualifications are recognised across Australia and require participants to demonstrate competency in specific areas. FMI offer a Diploma level, Certificate IV level and Skill Set qualification in Management. Organisational certification By partnering with organisations FMI is able to develop customised certification programs that can align with internal competency requirements and performance management tools and systems. FMI certification With extensive experience developing assessments, FMI has developed a range of certification standards which are recognised internationally. These include Certified Practising Manager (CPM) and Certified Practising Supervisor (CPS). These qualifications can be tailored to specific organisational requirements and co-branded. ASSESSMENT A selection of assessments is available to achieve certification. These include projects, competency questions and recognition of prior learning and current competency. PERFORMANCE MANAGEMENT TOOLS Profiler 360 FMI profiler 360 is a unique tool developed by FMI which focuses entirely on the Key Management Competencies required by managers today. In an ever changing and competitive environment, FMI profiler 360 provides the opportunity to evaluate strengths and opportunities. This allows managers to focus their personal development into areas to gain maximum benefit. Knowledge Bank The Frontline Management Institute can provide a customised FMI Knowledge Bank service to organisations to record and identify summaries of workplace improvement projects. One example recorded over $100,000,000 in return to an FMI client over a four year period. The Knowledge Bank is supplied to the organisation for access on the organisation s intranet. Other managers in the organisation can then access details of the improvements made and so leverage these improvements throughout the organisation. This is particularly useful for national and international clients such as BOC and Lend Lease. The Knowledge Bank also records the value of the project work carried out as part of a training program as signed off by participants line managers. Change Maker action plans Change Maker action plans provide the structure for participants to plan for, implement and review change. They are a powerful development tool that provides a straightforward pathway for applying learning in the workplace. Page 8
COACHING AND MENTORING SERVICES The Frontline Management Institute s Coaching and Mentoring Centre provides organisations and individuals with a range of coaching services, training courses for management coaches and mentors, management qualifications, and consulting services. These management coaching and mentoring services enhance the skills of managers and leaders at all levels of your organisation. COACHING SERVICES Coaching is one of the most powerful ways to develop leadership and management capabilities. The Frontline Management Institute (FMI) coaching services in leadership and management are designed for individual leaders and managers to help develop strengths in the specific areas that are most important for the person and their work. Coaching helps improve both performance and productivity. It ensures that development is embedded into actual workplace practice. FMI coaches are experienced as leaders and managers themselves and help people with practical and effective coaching to enhance their abilities as leaders and managers. There are two choices for FMI coaching: FMI Frontline Coaching FMI Leadership and Management Coaching Frontline Coaching FMI Frontline Coaching is an integral addition as a learning support for a structured leadership or management course or program. It is an addition to any FMI management program from a one day focused course to an extended management development program. It is also available as a support for FMI Open Learning Courses. The coaching is designed specifically to help clients apply what has been learned either through FMI ChangeMaker Action Plans or as FMI Assessment support. A catalogue of FMI Courses and Programs is available to help coaches select the most appropriate coaching areas for themselves. FMI Frontline Coaching is available for all Frontline Management levels from supervisors up to middle managers. FMI Frontline Coaching is available in 30 minute blocks of phone or Skype Coaching for individuals. It is also possible to book blocks of day or half day coaching sessions where an organisation has a group of people to be coached. Client reporting services and client review meetings are available if required. Leadership and Management Coaching FMI Leadership and Management Coaching is commissioned for a specific development purpose and individually tailored. This choice of coaching focuses on interventions to enhance performance in specific areas such a people management skills, operational planning or time management. Typically the intervention is to work specifically on issues or opportunities that have been already identified. Usually this type of coaching is planned on a monthly basis and may have a mix of face to face and phone or Skype interventions. It is normal to start with a planned series of coaching over an initial period of about four to six months. Distance and international clients can use phone and Skype coaching for contact with their FMI coach. Client reporting services and client review meetings are also available with this type of coaching. MENTORING PROGRAMS Mentoring is an important component of a successful development program. FMI can work with organisations to develop mentoring programs designed to support other areas of professional development. We have programs to develop mentors and to introduce mentees to mentoring. We also have programs and/or consultancy services for organisations that are planning to set up mentoring programs. We have carried out such programs for a variety of clients ranging from engineering to government. Page 9
RESOURCES ON LEADERSHIP AND PERFORMANCE With a wide range of materials developed in house, FMI is able to offer a variety of resources to participants and organisations looking to develop their capabilities. LEARNING MATERIALS FMI offer a range of courses, each with a set of learning materials that guide participants through the content. These include a learning guide and a presentation. Materials are reviewed and updated regularly to ensure their relevance. LICENSING All course materials are available under licensing arrangements for organisations that wish to deliver the content themselves. ELECTRONIC AND PRINTED BOOKS FMI publishes its own books including the popular Smarter Time Management available in both electronic and printed versions. WHITE PAPERS AND GUIDES FMI produces a range of White Papers and Guides on topics associated with leadership, management and professional development. Page 10
CONSULTING FOR LEADERSHIP AND PERFORMANCE Since 1998 FMI has been delivering consulting services to assist organisations to improve leadership and management performance and productivity. Drawing on extensive experience developing customised solutions, we are able to deliver services that reach far beyond just training to designing and integrating learning and development programs that help to embed corporate culture. Our expert team is available for a range of consulting services. Our clients include international corporate organisations such as Zoetis, Westpac and Lend Lease as well as specialised organizations such as Bottega Veneta, Grosvenor Engineering, John Holland Group and NRMA. In the government and community sector we ve worked closely with organisations such as the Australian Communications and Media Authority (ACMA), WorkCover NSW and Sunnyhaven. Our work primarily focuses on new development projects. Our engagements typically last between two to six months often with ongoing follow up and delivery of supporting programs. FMI PHILOSOPHY Our philosophy is based around FMI s purpose which is to Develop leaders who drive positive change. We focus on developing leadership and management skills within the organisation to drive through positive change and improvement. Our work is carried out in partnership with clients. We usually aim to transfer skills and capabilities to clients where this is appropriate. WHAT WE DO We have carried out a wide range of consulting projects with many clients in areas such as people management, performance improvement, innovation, productivity and customer service levels. The examples given below are illustrations of specific consulting interventions we have carried out with a few of our hundreds of clients. The consulting is normally followed up by further ongoing development work. STRATEGY DEVELOPMENT A large international shipping company provides ship s services to fleets from ports all around Australia. The company also has a large range of products that can be purchased by the ships while in port. In order to increase sales levels and profitability the strategy was developed to integrate promotion of product sales and marketing to customers into the development of leadership capabilities for port managers. CHANGE MANAGEMENT One of the largest pharmaceutical companies launched a separate specialist area as a new company. As the company is developing new finance systems that will improve performance we designed interventions that assist the finance team to improve time management, continuous improvement and project management to help implement the change of systems and raise productivity levels. ANALYSIS AND PLANNING An international construction company regularly recruited graduates every year to develop as project engineers, designers and other specialist roles. The training had previously been provided internally on a rather ad hoc basis with some external providers used. Local states had variations in the way they delivered training. Assessment against competency standards was not carried out. Working over a period of 8 months we partnered with the client to carry out a thorough needs analysis and design an integrated three year graduate management development program. This led to a single qualification and was integrated and clearly structured across the region. Page 11
SYSTEMS DESIGN We regularly develop new tools which can be integrated into a program to measure skill, knowledge and competency development. Working to develop the entire management team of an engineering organisation over two years we integrated management systems previously developed internally by the client with nationally recognised competencies to provide an integrated development package tailored to the specific systems used by the client. CUSTOMER SERVICE An international luxury leather goods company selling items such as handbags required development of managers to enhance people management in the customer service area. We designed a program suited to the specific requirements of high end luxury retailing. CULTURE A national government organisation wished to enhance its people culture through introducing a new mentoring program. Through consultation we helped them review and refine proposed mentoring systems and launch the program. Documentation was prepared and training provided for both mentors and mentees. An international bank wanted to promote its wellbeing program through provision of information on time management to achieve work life balance. We consulted and designed a program that matched the organisational working culture and delivered it across all areas nationally. REVIEW AND EVALUATION An international gas company used our services to develop its entire middle management and supervisory team across Australia and New Zealand. As part of the program we introduced a range of improvement projects carried out by participants. We consulted on ways to review and evaluate the outcomes and designed a system of recording dollar value return on investment achieved through the program. Over four years we measured a return exceeding one hundred million dollars. In addition the improvements were logged on a central database so the details could be accessed in all regions and further leverage gained by repeating similar projects in other geographic locations. Page 12
INDEX OF SHORT COURSES AND MODULES Full overviews of FMI s courses, modules and programs are described in detail on our website and in FMI s Training Catalogue. Please contact us to request a copy. PERSONAL LEADERSHIP COURSES AND MODULES Communication and emotional intelligence Confidence and assertiveness Conflict management Negotiation skills Presentation skills Stress management Time Management Work Priorities Self-leadership Module OPERATIONAL MANAGEMENT COURSES AND MODULES Business resources Customer service Information management Operational plans Project management Risk management Safety Results focused leadership Safe work environment Module Module Page 13
Full overviews of FMI s courses, modules and programs are described in detail on our website and in FMI s Training Catalogue. Please contact us to request a copy. PEOPLE LEADERSHIP COURSES AND MODULES Coaching Delegation Manage a team Mentoring New managers New supervisors Performance management Practical leadership skills Practical management skills Train the trainer Virtual and remote teams Workplace learning Workplace relationships People development People leadership Module Module CHANGE MANAGEMENT COURSES AND MODULES Business case planning Change management Continuous improvement Innovation management Strategic change Module Page 14
INDEX OF TRAINING PROGRAMS AND QUALIFICATIONS Full overviews of FMI s courses, modules and programs are described in detail on our website and in FMI s Training Catalogue. Please contact us to request a copy. LEADERSHIP AND MANAGEMENT DEVELOPMENT PROGRAMS AND QUALIFICATIONS FMI Leadership New and emerging leaders Graduate Personal effectiveness Diploma of Management Certificate IV in Frontline Management Key Management Skills Set Program Program Program Program Qualification Qualification Qualification Page 15
CONTACT AND ENQUIRIES Should you have any questions please don t hesitate to contact us. Phone: 02 9660 0199 Email: FMI@frontlinemanagementinstitute.com.au Web: www.frontlinemanagementinstitute.com.au Postal Address: PO Box 840, Broadway NSW 2007 Australia Page 16
FRONTLINE MANAGEMENT INSTITUTE CENTRE OF LEADERSHIP Address: P.O. Box 840, Broadway NSW 2007, Sydney, Australia Tel: +612 9660 0199 E-mail: fmi@fmi-au.com Web: www.frontlinemanagementinstitute.com.au