Course Outline | Certificate in Leadership and Management
Unit 1: Understanding Support Services Operations in an Organisation 8600-331
CV: 3
Module 1: Understand the Range of Support Services Required by the Organisation and the Legislation That Impacts on These Services
- Distinguishing between Hard and Soft Services
- Identify the Legislation that impacts on these Services
Module 2: Understand What Support Services are and How They are Currently Being Provided and Delivered
- Role of Service Level Agreements, their Typical Structure and Content
- Describe How Service Level Agreements are Used with both Customers and Suppliers in Own Organisation
- Support Services Currently Provided by the Facilities Management Department
Module 3: Understand the Options of Delivering Support Services
- Ways of Providing Support Services to Meet Organisational Requirements
- Explain How the Quality of Support Services is Measured and Monitored
Unit 2: Understanding Performance Management 8600-323
CV: 2
Module 4: Understand the Value of Assessing Performance to Meet Organisational and Individual Needs
- Value of Formal and Informal Performance Assessment in the Workplace
- Explain the Role of the First Line Manager in Performance Management
Module 5: Know How to Manage Performance of Individuals in the Team
- Identify Ways to Ensure Fair and Objective Formal Assessment
- Explain How to Set SMART Objectives for a Team Member
- Explain How to Measure Performance Against Agreed Standards
Module 6: Understand the Value of Feedback in the Workplace
- Explain the Importance of Feedback to Improve Performance
- Describe How to Give Effective Feedback
Module 7: Know How to Manage Underperformance in the Workplace
- Identify Potential Areas of Underperformance in the Workplace
- Causes for Failure to Meet Agreed Performance Levels
- Describe Actions to Restore Performance to Acceptable Levels
Unit 3: Understanding How to Motivate to Improve Performance 8600-310
CV: 2
Module 8: Understand the Factors that Influence Motivation Levels in the Workplace
- Define the Term Motivation
- Describe the Factors that may Affect Motivation Levels in the Workplace
- Explain How Individual Differences Affect Levels of Motivation in the Workplace
- Impact on Organisational Performance if Employee Motivation Levels are Low
Module 9: Understand How a Theory of Motivation can be Used to Improve Performance Levels
- Describe a Recognised Theory of Motivation
- How Theory of Motivation can be Used to Improve Performance in the Workplace
- Explain How to Use Employee Engagement to Increase Motivation Levels
Unit 4: Understanding Customer Service Standards and Requirements 8600-306
CV: 2
Module 10: Understand the Legal and Organisational Requirement for Managing Customer Service
- Describe the Main Legal Rights of Customers
- Describe an Organisation’s Commitment to Customers
- Describe the Manager’s Responsibilities in Relation to Customer Service
Module 11: Understand Customer Service Standards
- Describe the Purpose of Customer Service Standards
- How Customer Service Standards are Used to Meet Customer Needs
Module 12: Know How to Monitor Customer Service Performance
- How an Organisation Monitors Customer Service Against the Standards Set
- How to Use Customer Feedback to Improve Performance
Unit 5: Developing People in the Workplace 8600-405
CV: 5
Module 13: Understand the Importance of Promoting Personal Development
- Assess the Potential Benefits to the Organisation of Developing Individuals
- Assess the Benefits to the Individual of Personal Development
Module 14: Be Able to Plan for an Individual’s Development
- What are Expectations?
- How to Manage an Individual’s Expectations in Personal Development
- Case Study: Implementation of Personal Development Plan Scheme in XYZ Company
- Development Vehicles
- Develop a Plan to Meet the Identified Development Needs of an Individual