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Course Information

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

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There are no formal prerequisites to attend this ILM Level 3 Certificate in Leadership and Management Training course.


This ILM Level 3 Certificate in Leadership and Management Training course is suitable for anyone seeking to become a successful leader. However, it is much more suitable for either practising or aspiring middle managers looking to gain a professionally recognised qualification.

ILM Level 3 Certificate in Leadership and Management Overview

Leadership and management skills are of utmost importance for any manager to keep their organisation on track. Leadership is about inspiring others, and management is a process of planning, organising, directing, and managing tasks. On the other hand, management involves planning, organising, directing, staffing, and managing resources to achieve a goal. This training will allow learners to inspire and motivate their employees to improve their performance and support organisational growth. It also helps them ensure that their plans take them in the right direction and helps them continuously improve their business performance. This ILM Level 3 Certificate in Leadership and Management Training course focuses on providing learners with the core skills to improve their performance standards. Holding these skills will help learners measure and improve service quality to achieve outstanding performance and become successful leaders.

This 3-day ILM Level 3 Certificate in Leadership and Management training course assists them in developing their management skills and building leadership capabilities such as motivating and engaging teams and managing relationships confidently. During this training course, delegates will cover various concepts such as performance management, customer service standard requirements, TSP, main legal rights of customers, the importance of feedback to improve performance, the purpose of customer service standards, development vehicles, etc. The Knowledge Academy’s specialised and expert trainers, who have years of experience in teaching leadership and management courses, will conduct this training and help delegates enhance their leadership and management skills. 

Course Objectives:

  • To learn about the support services provided by the facilities management department
  • To understand how individual differences, affect the level of motivation in the workplace
  • To acquire knowledge about the value of formal and informal performance assessment in the workplace
  • To attain an understanding of how different factors, affect motivation levels
  • To know how customer service standards are used to meet customer needs
  • To get familiar with the ways to manage an individual’s expectations

After attending this training course, delegates will be able to support service operations in an organisation. They will also be able to build their ability to perform leadership and management tasks, including managing projects, leading meetings, engaging teams, and managing relationships within an organisation effectively.

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What's included in this ILM Level 3 Leadership and Management Course?

  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor
  • Refreshments

ILM Level 3 Leadership and Management Examination:

There are no exams for this course, however, delegates will be required to complete assessments throughout the duration of this certificate.

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Why choose us

Ways to take this course

Our easy to use Virtual platform allows you to sit the course from home with a live instructor. You will follow the same schedule as the classroom course, and will be able to interact with the trainer and other delegates.

Our fully interactive online training platform is compatible across all devices and can be accessed from anywhere, at any time. All our online courses come with a standard 90 days access that can be extended upon request. Our expert trainers are constantly on hand to help you with any questions which may arise.

This is our most popular style of learning. We run courses in 1200 locations, across 200 countries in one of our hand-picked training venues, providing the all important ‘human touch’ which may be missed in other learning styles.


Highly experienced trainers

All our trainers are highly qualified, have 10+ years of real-world experience and will provide you with an engaging learning experience.


State of the art training venues

We only use the highest standard of learning facilities to make sure your experience is as comfortable and distraction-free as possible


Small class sizes

We limit our class sizes to promote better discussion and ensuring everyone has a personalized experience


Great value for money

Get more bang for your buck! If you find your chosen course cheaper elsewhere, we’ll match it!

This is the same great training as our classroom learning but carried out at your own business premises. This is the perfect option for larger scale training requirements and means less time away from the office.


Tailored learning experience

Our courses can be adapted to meet your individual project or business requirements regardless of scope.


Maximise your training budget

Cut unnecessary costs and focus your entire budget on what really matters, the training.


Team building opportunity

This gives your team a great opportunity to come together, bond, and discuss, which you may not get in a standard classroom setting.


Monitor employees progress

Keep track of your employees’ progression and performance in your own workspace.

What our customers are saying

ILM Level 3 Certificate in Leadership and Management FAQs


Management is the process of dealing, engaging, and controlling things or people in the organisation to achieve specific goals.
There are no formal prerequisites
This course is suitable for either practicing or aspiring middle managers looking to gain a professionally recognized qualification.
Planning, staffing, motivation, leading, directing, controlling, monitoring and organising, etc., are the primary functions of the management, which are essential to achieve organisational goals.
Division of work, authority, discipline, unity, order, and equity are the basic principles of management, which help managers to manage their teams more effectively, achieve company goals.
This ILM Level 3 Certificate in Leadership and Management Training course covers various topics, which will help you to acquire essential Leadership and Management skills. These essential skills will help you achieve your desired job profile and career growth.
During this ILM Level 3 Certificate in Leadership and Management Training, you will learn various concepts such as the role of service level agreements, the importance of feedback to improve performance, development vehicles, etc. You will also learn how to identify ways to ensure fair and objective formal assessment and many more concepts that will help you become a successful leader.
The price for ILM Level 3 Certificate in Leadership and Management certification in the United Kingdom starts from £2595
The Knowledge Academy is the Leading global training provider for ILM Level 3 Certificate in Leadership and Management.
Please see our ILM Level 3 courses available in the United Kingdom

Why choose us


Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.


Trusted & Approved

The Knowledge Academy is an Approved Centre for ILM


Many delivery methods

Flexible delivery methods are available depending on your learning style.


High quality resources

Resources are included for a comprehensive learning experience.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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