ILM Level 3 Certificate In Leadership And Management - United Kingdom

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