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Services People Management
This 2 day course has been designed to benefit anybody that has some level of responsibility for managing people.
This course will serve as an introduction to people management but will also be of benefit to experienced managers that wish to improve their people skills.
The function of the people manager
Difference between leadership and management, and the need for each of them
Range of leadership styles - their use and potential impacts on individuals and outputs
Identification, development and appropriate use of personal leadership styles
How to build trust and respect within the team
The purpose and value of formal and informal performance assessment at work
Communication is a two-way process
The importance of effective communication at work and the effects of poor communication
The stages in communication: sender - encoding - transmission - decoding - receiver
Possible barriers to communication and methods to overcome them
Ways to ensure effective communication in the workplace
Motivational leadership
Overview of the factors influencing behaviour at work
Basic theories of motivation and their application to teams and individuals
Styles and patterns of behaviour at work
Use of feedback to motivate individuals and monitor performance
Positive approaches to offset negative attitudes in the workplace
Delegation & Empowerment
Definitions of authority and power; responsibility and accountability
Concepts of delegation and empowerment
Process of delegation including barriers and support mechanisms
Techniques to monitor outcomes of delegation
Feedback, recognition and reward techniques
Persuading and negotiating
Formal and informal negotiation
Negotiation strategy, tactics and behaviour
Non-verbal communication and social skills
Techniques for influencing others
Value systems and other barriers to acceptance
Conflict and its resolution to achieve a win-win situation
Levels of power and authority, and the impact on negotiation
Handling conflict in the workplace
Possible causes of internal conflict, eg personal versus business objectives/values
Causes of interpersonal friction at work, including bullying and harassment
The effects of conflict on performance and the individual at work
Stages in the development of conflict
The Manager's responsibility in minimising and resolving conflict, and techniques to achieve this
Ways to create harmony at work and engender a positive atmosphere
2 full days focusing on the subjects above
For more information, or to book course places, please contact us.
