ILM | ILM Level 3 | ILM Certificate In Leadership And Management

ILM Level 3 Certificate in Leadership and Management Course Outline

Total Credit Value – 15

Total Guided Learning Hours – 57

Unit 8600-306: Understanding Customer Service Standards and Requirements

Credit Value – 2

Guided Learning Hours – 7

Module 1: 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 2: Understand Customer Service Standards

• Describe the Purpose of Customer Service Standards
• How Customer Service Standards are Used to Meet Customer Needs

Module 3: 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 8600-310: Understanding How to Motivate to Improve Performance

Credit Value – 2

Guided Learning Hours – 9

Module 4: 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 5: 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 8600-323: Understanding Performance Management

Credit Value – 2

Guided Learning Hours – 7

Module 6: 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 7: 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 8: Understand the Value of Feedback in the Workplace

• Explain the Importance of Feedback to Improve Performance
• Describe How to Give Effective Feedback

Module 9: 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 8600-331: Understanding Support Services Operations in an Organisation

Credit Value – 3

Guided Learning Hours – 7

Module 10: 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 11: 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 12: 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 8600-200: Developing Yourself as a Team Leader

Credit Value – 1

Guided Learning Hours – 6

Module 13: Understand the Role and Responsibilities of the Team Leader

• Role and Responsibilities
• Explain the Difference Between a Group and a Team

Module 14: Be Able to Seek Feedback on their Workplace Performance to Identify Strengths, Weaknesses and Areas for Improvement

• Seek Feedback on Workplace Performance

Unit 8600-405: Developing People in the Workplace

Credit Value – 5

Guided Learning Hours – 21

Module 15: 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 16: 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

Who Should Attend this ILM Level 3 Certificate in Leadership and Management?

This ILM Level 3 Certificate In Leadership And Management is suitable for professionals who want to develop their Leadership and Management skills to effectively lead teams and contribute to the success of their organisation. This course can be beneficial for a wide range of professionals, including:

• Team Leaders
• Production Supervisors
• Operations Managers
• First Line Managers
• Marketing Managers
• General Managers
• Project Managers

Prerequisites for the ILM Level 3 Certificate in Leadership and Management

There are no formal prerequisites for this Level 3 Certificate in Leadership and Management Training. However, a basic understanding of leadership principles and management will be beneficial.

Introduction to ILM Level 3 Certificate in Leadership and Management

ILM Level 3 Leadership and Management Training introduces delegates to core leadership and management principles. It explains how to lead teams effectively, improve communication, and apply structured management practices in the workplace.

This training builds delegates’ confidence in handling people management challenges. It strengthens decision-making, problem-solving, and leadership capability, supporting consistent performance and organisational stability.

This 2-Day course offered by The Knowledge Academy enables delegates to apply leadership and management principles with confidence. It supports delegates in motivating teams, managing change, and leading effectively across diverse organisational environments.

ILM Level 3 Certificate in Leadership and Management Course Objectives

• To understand key leadership and management principles
• To enhance communication skills for effective team leadership
• To develop strategies for conflict resolution
• To learn techniques for motivating and engaging teams
• To improve decision-making skills
• To identify and develop personal leadership styles

After completing the ILM Level 3 Certificate in Leadership and Management, delegates will receive a certificate, validating their leadership and management skills. This certification is a valuable asset for career progression and demonstrates a commitment to professional development.

What’s Included in this ILM Level 3 Certificate in Leadership and Management

• World-Class Training Sessions from Experienced Instructors
• ILM Level 3 Certificate in Leadership and Management Assessment
• Interactive Learning with 24*7 Support
• Digital Delegate Pack

ILM Level 3 Certificate in Leadership and Management Assessment Information

• You'll complete one assessment for each unit you study, consisting of short questions and written tasks. 
• You'll submit these online and they'll be marked by your ILM tutor.