Good managers and team leaders are essential to the success of all businesses, so the skills

you’ll gain with these courses are valuable in any industry.

……………………………………………………………………………………………………………………………………………………….

Effective Communication - 101023SM008

Understand the basics of the communication process

Understand strengths & weaknesses of a range of communication methods

Understand the uses of a range of communication methods

Know most effective communication methods in range of work situations

Understand the key stages in the communication process

Identifying and Reducing Risks to Health and Safety - 101023SM033

Know about relevant H & S at work legislation & implications for teams

Know how to identify the various types of hazards in the workplace

Know how to assess the risk of accidents or damage

Be familiar with ways of reducing risk to teams

Know how to maintain a healthy and safe working environment

Developing yourself as a team leader - 101023SM034

Consists of 2 modules – The Role of Team Leader and Developing Yourself.

Understand a team leader's role, function and responsibilities

Understand a team leader's limits of authority and accountability

Know how to seek and accept personal performance feedback

Know how to respond positively to personal performance feedback

Know how to use feedback to improve own performance

Be familiar using own feedback to improve workplace performance

Motivating the team to perform - 101023SM035

Consists of 3 modules including: Motivating the team; Working Relationships and Managing

Performance.

Understand the organisation's requirements from individual performance

Understand how to address underperformance

Understand what motivates people

Planning and monitoring work - 101023SM036 Consists of 3 modules: Planning & Organising the Team’s Work; Working Relationships and Managing Performance.

Understand how to work within the organisation's policy documents

Understand how to work within the organisation's procedures

Know about the organisation's targets & objectives

Know how to plan and allocate work

Understand how to monitor a team's work

Developing the work team - 101023SM037

Consists of 2 modules: Training and Team structures.

Understand how teams differ from workplace groups

Be familiar with the stages of team development

Understand the features of roles and responsibilities of teams

Know how to identify training needs of a group or team

Know how to meet the training needs of a group or team

Briefing the work team - 101023SM048

Understand what is meant by team briefings

Know how to prepare and deliver an effective presentation

Be able to make effective use of visual aids

Understand the importance of working effectively with your manager

Know how to give effective feedback to team to improve performance

Workplace Communication - 101023SM049

Understand the communication process

Learn about the different methods of effective communication

Recognise when it's important to keep records of communication

Learn about what oral communications you should record

Understand the importance of writing clear English

Understand how to apply rules to make your communications clear

Managing Yourself - 101023SM052

Know how to set personal SMART goals

Know how to manage your time in line with team/organisation goals

Learn about the link between goals and plans

Learn about making the most of your work space

Know how to avoid being distracted

Understand how to be prepared for dealing with unplanned events

Know how to manage your own stress

Planning Change - 100594SM017

Understand the principles of change management

Know about methods of planning for change

Identify and plan activities to achieve change

Identify and plan resource implications

Identify and plan timescales to achieve objectives

Know how to communicate change & involve people

Building the Team - 100594SM025

Recognise the difference between groups and teams

Identify the stages of development of teams

Recognise current development stage of team

Define team roles, apply to build effective team

Leadership - 100594SM026

Know difference between leadership and management

Identify alternative leadership styles

Know how and when to use leadership styles

Assess the effects of differing leadership styles

Recognise own preferred leadership style

Develop trust within the team

Communication Process - 100594SM027

Understand the concept of the communication cycle

Recognise and overcome barriers to communication

Apply theories to ensure effective communication

Identifying Self Development Needs - 100594SM028

Identify requirements of own job rule

Assess own skills in relation to the job role

Obtain feedback and use it constructively

Identify relevant development needs

Recognise alternative learning styles

Take ownership for self-development

Planning Work - 100594SM029

Identify objectives and set targets as appropriate

Plan work activities to meet objectives

Apply monitoring techniques in the workplace

Evaluate results and adjust plans accordingly

Maintaining Discipline - 100594SM032

Understand organisation’s employment policies

Keep records to support disciplinary process

Monitor compliance with organisational policies

Identify areas of concern

Recognise different attitudes and impact on team

Support individuals to meet requirements

Delegation - 100594SM033

Define power, responsibility, accountability

Understand process of effective delegation

Recognise and encourage commitment/participation

Support individuals to accept responsibility

Monitor progress

Giving and Receiving Feedback - 100594SM034

Understand the nature and importance of feedback

Use feedback in checking communication

Use feedback to improve the performance of others

Use feedback to motivate others

Invite/accept feedback to improve own performance

How to Learn - 100594SM035

Identify a range of learning styles

Recognise preferred personal learning style(s)

Identify range of learning opportunities

Select learning opportunities to meet need(s)

Identify barriers to learning/how to overcome them

Written Communications - 100594SM036

Understand the need for written communication

Select written communication type

Produce effective written communication

Use standard conventions when writing

Use appropriate tone and level of language

Supporting Individuals - 100594SM037

Define counselling, advising, mentoring

Know how to build individual relationships

Recognise own limitations, refer to experts

Apply counselling/mentoring techniques

Respect confidentiality

Cost-Benefit Analysis - 100594SM038

Identify an example of change in the organisation

List items of capital cost which may arise

List areas where net savings may be achieved

Identify wider financial implications

Understand the principles of payback

Meetings - 100594SM039

Understand the different types of meetings

Prepare to contribute to a meeting

Make effective contributions to a meeting

Maintain own notes of a meeting

Follow up after meeting, ensure effective outcomes

Resolving Conflict - 100594SM040

Recognise a range of conflict situations

Understand conflict development/resolution

Evaluate the effects of conflict

React to minimise and resolve conflict

Know how to create harmonious workplace

Briefing Skills - 100594SM043

Select relevant information prior to briefing

Plan and prepare effective briefings

Conduct effective briefings

Adopt best communication methods for feedback

Coaching - 100594SM046

Understand and apply coaching techniques

Apply techniques to meet development needs

Use feedback to monitor progress

Evaluate effectiveness of coaching

Maintain records of coaching

Analysing Information - 100594SM047

Analyse numerical data to extract information

Use appropriate statistics

Interpret statistical information

Analyse qualitative information

Maintaining Information Systems - 100594SM048

Recognise the need for record-keeping

Identify key organisational/legal information

Identify systems to store and retrieve information

Understand the need to control data access

Identify protected information-Data Protection Act

Self-Development - 100594SM049

Agree development plan with SMART objectives

Plan to review progress

Implement development activities

Monitor development activities against plan

Revise development plan to meet objectives

Preventing Accidents - 100594SM051

Contribute to safe systems of work

Identify hazards in the workplace

Take effective prevention and control measures

Take part in conducting risk assessment

Cope with, report and investigate work accidents

Gathering Valid Information - 100594SM055

Understand the need for information

Identify means of collecting data/information

Identify means of recording data/information

Gather information relevant to job area

Recognise constraints on access to data

Recognise constraints on collecting data

Induction - 100594SM065

Understand reason for induction

Recognise different phases of induction

Prepare an appropriate induction programme

Deliver induction programme

Ensure awareness of health and safety aspects

Monitor progress and effectiveness of induction

Assessing Performance - 100594SM066

Appreciate the value of assessing performance

Ensure assessments are fair

Prepare assessments against agreed criteria

Make valid and reliable assessments

Provide feedback to individual on performance

Confidentially and assessments

Maintain appropriate assessment records

Sources of Information - 100594SM068

Identify a range of information sources

Explain the use and value of internal sources

Explain the nature and use of external sources

Use the internet as information resource

Training - 100594SM074

Understand training techniques and application

Apply appropriate training techniques

Use feedback to monitor progress

Evaluate effectiveness of training

Maintain records of training

Non-verbal Communication - 100594SM075

Factors affect people

Assess impact of different behaviours

Assess impact of appearance and mannerisms

Interpret non-verbal signals from others

Managing Projects - 100594SM087

Agree the scope, objectives and resources available for a project

Plan the project

Organise a team & agree objectives, targets and working practices

Supervise the project team in achieving its objectives

Monitor the project and evaluate performance

Problem Solving Skills - 100594SM109

Recognise existence, nature and scope of problems

Be able to identify relevant objectives

Be able to identify options for resolving problems

Know how to evaluate effectiveness of options

Be able to analyse & recommend optimum solution

Be able to monitor & review potential solutions

People as a Resource - 100594SM118

Understand the role of people as a resource

Appreciate what it means to manage people

Be familiar with the techniques of managing people

Know how to allocate work to your team

Know how to help your team achieve objectives

Know how to manage resource requirements of your team

Be able to monitor and manage staff turnover levels of your team

One-to-One Communication - 100594SM120

Understand the importance of one-to-one communication

Know how to set up, run and conclude meetings

Appreciate different forms of one-to-one communication

Be familiar with different types of formal meetings

Learn about techniques of running successful meetings

Maintain appropriate records of communication

Maintaining a healthy and safe work environment - 101023SM044

Know what are hazards and risks in a health & safety context

Learn how to recognise & avoid potential emergency situations

Know how to eliminate/control risks in the workplace

Know how to conduct a risk assessment of team's work environment

Be aware of hazardous materials and substances in the workplace

Understand the importance that your team follow safe working practices

Understand the importance of conserving energy & natural resources

Learn about personal presentation relating to health & safety at work

Managing Creativity & Innovation in the Workplace - 100594SM123

Understand the difference between creativity & innovation

Know how to recognise a good idea

Know how to encourage creativity in your team

Be able to overcome barriers to creativity & innovation

Be able to implement the steps to choosing a good idea

Know how to create a business case to support your idea

L2 Team Leading - Participate in Meetings - 104219SM073

Know about preparing for a meeting.

Learn about identifying the objectives of a meeting.

Understand the roles and responsibilities of the people at a meeting.

Learn about how to contribute effectively to a meeting.

Recognise the importance of keeping effective notes.

Learn about following up on decisions made at a meeting.

L2 Team Leading - Help Team Members Address Problems Affecting their Performance - 104219SM072

Know why it's important to make yourself approachable to team members.

Know how to encourage team members to approach you with their problems

Be able to help team members identify any personal performance issues.

Understand when to refer team members to specialist services.

Learn about keeping confidential records of discussions.

L2 in Team Leading: Manage your own resources - 104122SM002

2 modules: Developing Yourself and Organising Yourself

Identify & agree requirements of team leader work role

Be able to discuss/agree personal work objectives/measure progress

Identify any gaps between work role & knowledge/understanding/skills

Be able to discuss/agree development plan that addresses gaps

Know how to obtain regular/useful feedback on performance

Be able to discuss/agree changes to work objectives/development plan

Be able to ensure own performance consistently meets/exceeds requirements

L2 in Team Leading: Provide leadership for your team - 104122SM003

4 modules: The Role of the Team Leader; Motivating the Team; Effective Communication and

Briefing the Team.

Be able to positively communicate purpose/objectives of team to all

Know how to ensure all team members know how personal work objectives

Be able to encourage/support team members to achieve own work objectives

Be able to ensure own leadership performance wins trust/support of team

Be able to encourage/recognise creativity/innovation in team

Be able to give support/advice to team members when needed

Be able to encourage team members to take lead in area of expertise

L2 in Team Leading: Develop productive working relationships with colleagues - 104122SM004

3 modules: Effective Communication; Briefing the Team and Working Relationships.

Know how to establish working relationships with all colleagues

Be able to recognise/agree/respect colleagues' roles/responsibilities

Be able to fulfil agreements made with colleagues

Identify/resolve conflicts/disagreements with colleagues

Be able to exchange information/resources with colleagues

Be able to provide/seek feedback performance to/from colleagues

L2 in Team Leading: Ensure your own actions reduce risks to health and safety - 104122SM005

Be able to identify policies relevant to own working practices

Be able to identify/evaluate hazards/risks in the workplace

Know how to deal with low risk hazards following workplace policies

Be able to carry out working practices following legal requirements

Be able to follow safe instructions in use of equipment/materials/

Know how to report differences between workplace policies & suppliers

L2 in Team Leading: Encourage innovation in your team - 104122SM006 (PDF Course NOT online)

•Know how to motivate team members to identify new ideas

•Be able to respond enthusiastically/give constructive feedback to idea

•Identify/pursue opportunities to work with other teams to generate/

•Know how to discuss with team those ideas to be taken forward

•Be able to provide ongoing support/encouragement/resources in idea

•Be able to support team in submitting formal proposals/plans for idea

•Be able to oversee practical idea implementation/monitor progress

•Be able to encourage/development creativity of team members

•Be able to encourage team to take acceptable risks pursing innovation

•Know how to ensure idea originators receive achievement recognition

L2 in Team Leading: Allocate and check work in your team - 104122SM007

8 modules: The Role of the Team Leader; Dealing With Problems; Planning & Organising The Team's Work; Motivating the Team; Effective Communication; Briefing the Team; Identifying and Reducing Risks to Health and Safety and Managing Performance .

•Know how to plan your team's work so resources are used effectively

•Know how to allocate work to your team fairly

•Understand how to brief your team on the level of expected performance

•Know how to encourage team members to ask questions

•Be able to check progress and quality of team's work

•Be able to support team members in identifying & dealing with problems

•Be able to motivate team members to complete allocated work

•Be able to handle team conflicts effectively & promptly

•Know how to identify unacceptable performance of team members

•Know how to recognise successful completion of work activities

L2 in Team Leading: Provide learning opportunities for colleagues - 104122SM008

•Be able to promote benefits of learning to colleagues

•Be able to give colleagues fair/regular/useful performance feedback

•Be able to work with colleagues identifying/prioritising learning need

•Know how to ensure colleagues undertake learning matching their learn

•Be able to discuss/agree development plans with colleagues

•Be able to ensure colleagues recognise/make use of unplanned learning

•Know how to seek/use specialist expertise identifying/providing learning and opportunities

•Be able to support colleagues undertaking learning activities

•Be able to discuss/evaluate outcomes of learning activities

•Know how to work with colleague to update their development plan

L2 in Team Leading: Resolve customer service problems - 104122SM009 (PDF Course NOT online)

Know how to gather/interpret customer information about problems

Be able to identify repeated problems altering appropriate authority

Be able to share feedback with others to identify potential problems

Identify available options for resolving customer service problems

Be able to select the best overall options for customer/own organisation

Be able to discuss/agree proposed option for problem solving with customers

Be able to take action to implement agreed option

Be able to keep customers fully informed about problem solving action

Be able to check customers' problem is resolved satisfactorily

Be able to provide clear reasons to customers when problem is unresolved

L2 in Team Leading: Support customer service improvements - 104122SM010 (PDF Course NOT online)

•Be able to gather information feedback from your customers

•Be able to use customer feedback to better under needs/expectations

•Identify improvements to customer service based on feedback

•Identify possible changes that improve customer service

•Be able to present your idea to improve customer service to appropriate authority

•Know how to carry out changes to customer service systems

•Be able to keep customers informed of service changes following organisational guidelines

•Be able to work positively with others to support organisational changes

•Be able to discuss progress of customer service changes with others

•Be able to work with other identifying/resolving any negative aspects

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L3 Management - Build & Manage Teams - 104219SM065

Learn about the fundamentals of teams and teamwork.

Understand how groups of individuals become teams.

Learn about the main stages of development that a team goes through.

Know about how to help a team develop.

Know about the principles of effective communication.

L3 Management - Participate in Meetings - 104219SM071

Know about preparing for a meeting.

Learn about identifying the objectives of a meeting.

Understand the roles and responsibilities of the people at a meeting.

Learn about how to contribute effectively to a meeting.

Recognise the importance of keeping effective notes.

Learn about following up on decisions made at a meeting.

L3 Management - Lead Meetings - 104219SM066

Know how to lead effective meetings.

Be able to plan and prepare for meetings.

Learn about the different kinds of meetings.

Be familiar with how to prepare for a meeting, and planning an agenda.

Recognise who should attend a meeting and ensure they are prepared.

Know about keeping a meeting on track and focused on its objectives.

Learn about recording and communicating decisions.

Understand the importance of evaluating meetings.

L3 Management - Manage the Environmental Impact of Your Work - 104219SM067

Be familiar with the pressures that the environment is under.

Learn about how the workplace contributes to environmental pressures.

Learn about making good use of resources.

Understand which activities have the greatest environmental impact.

Learn about what you can do to help with environmental issues.

L3 Management - Communicate Information & Knowledge - 104219SM069

Understand the communication process.

Be familiar with each stage of the communication process.

Know about the skills needed to communicate effectively.

Understand the barriers that can get in the way of good communication.

L3 Management - Help Team Members Address Problems Affecting their Performance -

104219SM070

Know why it's important to make yourself approachable to team members.

Know how to encourage team members to approach you with their problems

Be able to help team members identify any personal performance issues.

Understand when to refer team members to specialist services.

Learn about keeping confidential records of discussions.

L3 in Management: Provide leadership in your area of responsibility - 104123SM003

9 modules that include:

Promoting Change; Leadership; Communication Process; Delegation; Giving and Receiving Feedback;

Resolving Conflict; Non-verbal Communication; Organisational Culture and Motivation.

Appreciate the value of empowerment, delegation and leadership

Understand the concept of the communication cycle

Know how to assess the impact of appearance and behaviour at work

Understand the nature and importance of feedback

Recognise a range of conflict situations

Identify and plan activities to achieve change

Recognise & encourage commitment and participation

Know how to apply appropriate motivational techniques for teams

Know how to provide direction to people in your area of responsibility

L3 in Management: Ensure health and Safety requirements are met in your area of responsibility

104123SM005

3 modules that include: Communication Process, Preventing Accidents and Health & Safety - Law &

Practice.

Be able to identify health, safety & welfare legislation

Identify main features of a Health & Safety policy

Understand the need for Health & Safety training

Know how to use specialist expertise for Health & Safety issues

Understand the need to allocate sufficient resources to H&S issues

Know how to develop a culture of putting H&S first

L3 in Management: Encourage innovation in your area of responsibility - 104123SM007

6 modules that include:

Promoting Change, Communication Process, Giving and Receiving Feedback, Managing Creativity &

Innovation in the Workplace, Motivation and Problem Solving Skills.

Know how to identify and review your area's approach to innovation

Be able to motivate & encourage sharing of new innovative ideas

Be able to develop a fair & open ideas assessment process

Know how to approve the practical implementation of ideas

Be able to promote business case & plans for innovative ideas

Know how to recruit &select creative people for your area

Know how to develop creativity of others in your area

Learn about encouraging acceptable innovative risk taking

Know when to ensure successful idea originator receives recognition

L3 in Management: Plan change - 104123SM008

5 modules that include: Promoting Change, Building the Team, Performance Indicators, Planning Change and Using Information for Decisions.

•Identify those procedures systems structures & roles for change

•Be able to assess gap between current &future area requirements

•Know how to identify & assess barriers to change

•Be able to develop strategies & plans for change

•Know how to assess risks & benefits of strategies &plans

•Know how to develop monitoring & assessment systems

•Know how to develop a strategy communication process

•Know how to identify training& support needs of your area

L3 in Management: Implement change - 104123SM009

6 modules that include: Promoting Change, Building the Team, Managing the Consequences of Change, Implementing Change, Managing Performance and Problem Solving Skills.

•Know how to implement change strategies & plans with available resources

•Be able to design work processes & systems that achieve change

•Know how to identify, assess & handle barriers to change

•Know how to monitor, document & communicate change process

•Know how to recognise & reward those that achieve results

•Be able to maintain momentum for change

•Know how to ensure effective change meets organisations requirements

L3 in Management: Develop productive working relationships with colleagues - 104123SM010

8 modules that include: Communication Process , Giving and Receiving Feedback, Resolving Conflict,

Networking, Organisational Context, One-to-One Communication, Managing Diversity and Interpersonal Skills/Trust .

•Know how to establish relationships relevant to work

•Be able to recognise agree & respect roles & responsibilities of colleague

•Understand priorities expectations & authorities of colleagues

•Know how to fulfil agreements made with colleagues

•Be able to advise effectively when agreements can't be fulfilled

•Identify & resolve conflicts in a productive way

•Know how to effectively share information between parties

•Be able to provide & seek performance feedback

L3 in Management: Recruit, select, and keep colleagues - 104123SM011

4 modules that include: Selecting the Right Person, People as a Resource, Managing Diversity and Planning to Recruit.

•Be able to identify colleagues reasons for leaving your area

•Identify ways of addressing staff turnover problems in your area

•Know how to review the changing resource requirements of your area

•Be able to consult with others on recruitment methods & processes

•Know how to seek specialist expertise in recruitment & selection

•Know how to participate in recruitment/selection process

•Be able to ensure new recruits perform effectively with new colleagues

•Be able to judge & feedback on effectiveness of recruitment process

L3 in Management: Provide learning opportunities for colleagues - 104123SM012

6 modules that include: Giving and Receiving Feedback, How to Learn, Coaching, Training, Managing Diversity and Planning Development.

•Be able to promote benefits of learning securing willingness to learn

•Be able to give effective feedback on work performance

•Be able to identify & prioritise learning needs to fill knowledge gaps

•Know how to help colleagues identify different learning styles

•Know how to recognise & make use of unplanned learning opportunities

•Be able to support colleagues providing resources for learning activities

•Discuss with colleagues effectiveness of learning activities

•Be able to encourage colleagues to take responsibility for own learning

L3 in Management: Managing a budget - 104123SM013

3 modules that include: Communication Process, Working to a Budget and Using Information for Decisions.

•Know how to evaluate information in preparing an effective budget for

•Be able to submit proposed budget & assist in overall financial planning

•Know how to negotiate the proposed budget & agree final budget

•Identify causes of significant variances between budget & actual

•Know how to take corrective action on variances

•Know how to propose revisions to budget

•Know how to provide ongoing performance information on budget

•Be able to advise relevant people where evidence of fraud identified

•Be able to gather information to assist preparation of future budgets

L3 in Management: Manage a project - 104123SM014

8 modules that include: Managing Projects, Leadership, Performance Indicators, Briefing Skills, Influencing/Negotiating, Motivation, Managing Performance and Using Information for Decisions.

•Know how to discuss & agree key objectives/scope & resources of projects

•Identify how project fits within organisational objectives

•Know how to develop realistic project plans that achieve objectives

•Be able to brief project team members on their roles & responsibilities

•Be able to manage potential risks arising from project

•Know how to apply basic project management tools/techniques

•Be able to achieve project objectives using agreed resource levels

•Be able to evaluate success of project identifying lessons learned

•Be able to recognise contributions of project team members

L3 in Management: Monitor and solve customer service problems - 104123SM015

8 modules that include: Organisational Context, Influencing/Negotiating, Customer Service, Managing Diversity, Marketing, Understanding Customers, Health & Safety - Law & Practice and Problem Solving Skills.

•Be able to follow organisational customer problem response guidelines

•Be able to solve customer problems within own responsibility area

•Know how to check customer satisfaction with action taken

•Be able to work individually/with colleagues to identify service problems

•Identify options to deal with repeat problems considering their merits

•Be able to work with others on agreed way to solve repeated problems

•Know how to action agreed solution

•Be able to inform customers in a positive/clear way of steps taken

•Be able to action changes to organisational customer service systems

L3 in Management: Work with others to improve customer service - 104123SM016

7 modules that include: Continuous Improvement, Performance Indicators, Organisational Context, Influencing/Negotiating, Customer Service, Managing Diversity and Health & Safety - Law & Practice.

•Be able to contribute constructive ideas to improve customer service

•Identify your own actions in plan to improve customer service

•Be able to keep others informed of situations that affect improvements

•Be able to continuously review own performance against plans

•Identify with others how to improve joint implementation efforts

•Be able to take action with others to jointly improve customer service

L3 in Management: Allocate and monitor the progress and quality of work in your area -

104123SM004

This unit is about ensuring that the work required in the learners area of responsibility is effectively

planned and fairly allocated to individuals and/or teams. It also involves monitoring the progress and

quality of the work of individuals and/or teams to ensure that the required level or standard of

performance is being met and reviewing and updating plans of work in the light of developments.

The 'area of responsibility' may be, for example, a branch or department or functional area or an

operating site within an organisation.

Know how to recognise and overcome the barriers to communication

Know how to plan work activities to meet objectives and targets

Know how to organise people's work activities efficiently &effectively

Know how to plan and prepare effective briefings

Be able to explain the concept of SMART objectives

Understand the impact of 'sub-cultures' within teams & departments

Identify means by which performance levels can be measured

Know how to use feedback to improve performance of others

Be able to maintain appropriate assessment records

Know how to effectively plan & fairly allocate work in your area

This unit consists of 15 different sections.

Communication Process

Planning Work

Giving and Receiving Feedback

Supporting Individuals

Resolving Conflict

Performance Indicators

Objectives

Briefing Skills

Assessing Performance

Non-verbal Communication

Organisational Culture

People as a Resource

Health & Safety - Law & Practice

Motivation

Managing Performance

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Contact Details: Sian Cooks and Lindsey Kent email: learndirect@bridgend.ac.uk

Tel: (01656) 302408 Twitter : @learndirect_bc Facebook: learndirect Bridgend