ILM endorsed First Line Management Skills
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1 – 6 March 2014 Kempinski Hotel, Mall of the Emirates, Dubai, UAE
Enrich your knowledge and benefit from the expertise of two renowned trainers:
Jacqueline Klauer Managing Director Australia
Paul Walsh Consultant UK
Main Course Objectives: Learn the skills and processes to ensure your organisation selects the right person, for the right job at the right time with the right competencies Develop your leadership style, manage the performance of others and build highly effective teams while managing change Discover more about yourself and your interactions with others and apply techniques that improve communication and motivation Learn the impact of high Emotional Intelligence (EI) on the supervisor/manager and how to use EI to increase your supervisory effectiveness
www.iirme.com/linemanagement
Tel: +971 4 335 2437
Fax: +971 4 335 2438
Organised by www.iirme.com/linemanagement
Email: register@iirme.com
About ILM The Institute of Leadership and Management (ILM) is the UK’s largest awarding body for leadership and management qualifications. ILM partners with over 2,000 ILM-approved centres, comprising of private training providers, further and higher education colleges, and employers delivering in-house management training. When you register for an IIRME/ILM Endorsed Programme you can be sure that it is: 1. Practically based, and will complement your role at work 2. Expertly designed to meet the needs of leaders and managers across all business sectors 3. Supported by comprehensive learning resources 4. Externally recognised as a high quality programme Bonus: every learner registered on any type of ILM programme is automatically entitled to six months of studying membership with ILM which brings a terrific range of benefits. For full details of the benefits of studying membership please visit www.i-l-m.com/learn-with-ilm/371.aspx or email ilmcourses@iirme.com
Course Overview This “ILM Endorsed First Line Management Skills” course is divided in three parts: PART ONE – Recruitment And Selection Recruitment and selection, along with many HR areas are going through a phase of growing change and focus. There is a dawning realisation that getting the right people starts at the attraction and recruitment phase. Recruiting the right people is a lot less painful than trying to change the people you have. You will learn how to identify and review current staffing levels and the importance of the various components of a job description and person specification. The entire recruitment and selection process will be examined.
Good management of others is not just “common sense”. It is a practice of skill, mental resilience and understanding. This part of the course will equip you with those skills and the mind-set necessary to get the job done. PART THREE – Developing Individuals And Teams The world of business is infinitely complex. The rules change from day-to-day and new competitors can enter your market at any time.
Your business and management skills are the foundation for your organisation’s success, and The learning will ensure that you will finally be for your personal success as well. You need to able to say you have the right person, in the right learn how to manage conflicting priorities, and place, with the right skills, at the right cost and complex situations. This is not easy. The demand performing at the right levels. for people with comprehensive, well-developed business and management skills has never been PART TWO – Personal Development As A First higher. In a survey undertaken by McKinsey, Line Manager only 36% of business executives said that they All successful businesses value the importance of had the right people in management positions. teamwork in order to fulfill corporate aims and 18% said that they did not and a massive 46% of objectives. However, effective teamwork requires business executives didn’t know if they had the effective supervision and management. right people.
Supervision and management are often undervalued but remain the cornerstone of any good organisational structure. Effective supervision and management help get the work completed, and contribute to staff motivation and job satisfaction.
In this part of the course, you will further develop your business and management skills, and at the same time send a clear signal to your management that you are someone who has the skills that they need in the organisation.
Tel: +971 4 335 2437
www.iirme.com/linemanagement
Fax: +971 4 335 2438
Email: register@iirme.com
Course Methodology
Who Should Attend?
This highly interactive course will include presentations, individual and group exercises, group discussions and role plays to further develop practical skills. It will also include the use of in-depth psychometric instruments to help you grow in your understanding of yourself.
This course is designed for supervisors and first line managers, to support the development of their skills in maintaining and developing the effectiveness and efficiency of the operations for which they are responsible, by motivating and developing the people who work in the team or department; fostering effective communication and developing a sense of team/corporate identity.
The course will end with a multiple choice questionnaire to validate the learning covered.
Meet Your Course Directors
Jacqueline Klauer is in international demand as a leadership expert and people development strategist. She is an outstanding, polished facilitator who is a long- standing Senior Associate with IIR Middle East.
Having the experience of working in over 60 countries across the Americas, Africa, the Middle East, Asia and the South Pacific, Jacqueline has the enviable ability to provide focus to the most complicated of subjects and delivers training that is innovative, fun, and highly customised to organisations, business units and individuals. With a background in both psychology and education, Jacqueline brings a sensitivity to the seminar environment rarely experienced by delegates, and her workshops are often described as the “best ever attended”. She has an extensive background as an international corporate executive, enabling her to deeply understand, from a first-hand perspective, the challenges experienced by those individuals seeking to advance their skills and knowledge in global business. Now Managing Director of her own consulting practice, Jacqueline has worked with clients in federal, state and local government, education, gas & oil, fast-moving consumer goods, banking, telecoms, tourism, healthcare and more. She divides her professional time between roles as a management consultant, speaker, facilitator, trainer, courseware developer and coach. An award-winning author, Ms. Klauer is also an accredited facilitator with the Institute of Leadership & Management (ILM) in the UK, the Chartered Management Institute (UK), the Australian Institute of Management, and The George Washington University, Washington DC. In addition to tertiary qualifications she is accredited in the facilitation of proprietary human capability assessments including the testing of emotional intelligence (EQ). Described by her clients as “professional, energetic, open, inspiring, engaging and empowering”, Jacqueline makes learning fun and, importantly, helps delegates get “real-world” results. Paul Walsh is a professional Human Resources Trainer, Consultant and practitioner with over 20 years’ experience in the GCC, MENA and Asia. He currently mixes his consultancy work with lectures at Further and Higher Education Colleges and Universities in the UK. Well known in the Gulf region; His unique experience in Human Resources, Finance and Operations ensures he brings real practical examples and a wealth of experience to his HR courses on Talent Management, Recruitment, Competencies, Training and Development, Performance Management, HR Budgeting and Manpower Planning. He has also undertaken consultancy work in Qatar, Pakistan, Malaysia, Hong Kong, U.A.E., Oman, Bahrain and Egypt. He has worked with clients in the Oil & Gas, Banking, Telecommunications, Retail, Construction and Automotive Sectors. Based in Kuwait and Oman for 10 years Paul now runs his own consultancy based in Cyprus, specialising in HR, Finance and Leadership. He also spends time teaching adults with learning difficulties, basic business and retail skills. Paul has a Postgraduate Diploma in Business Administration from Lancaster University, a Postgraduate Certificate in Education and Training from the University of Huddersfield as well as a Certificate in Teaching English to Speakers of other Languages from Trinity College, London.
Tel: +971 4 335 2437
www.iirme.com/linemanagement
Fax: +971 4 335 2438
Email: register@iirme.com
ILM Endorsed First Line Management Skills Course Outline PART ONE - Recruitment And Selection Learning Outcomes: • Identify and review current staffing levels vs. organisational needs to ensure optimum staffing levels • Learn the various components of a job description and person specification to ensure you recruit the right type of person • Learn the recruitment process and identify the legal and organisational requirements to ensure compliance • Understand the interviewing process and practice it • Learn how to make the correct selection decision
Day One Attracting The Best Introduction • Setting the course parameters • An overview of the employee resourcing process
Course Timings: Registration is at 07.30 on the first day of the course. The course sessions will start at 08:00 and finish at 14:30. There will be two short breaks for refreshments and lunch will be served at the end of each day’s sessions.
The Hidden Costs • The cost of poor recruitment • The effect of poor performance • Profiling the employee of the future • Define and describe the job • Review a typical job description • Profiling the employee of the future • Reassessing credential requirements • Skills and performance criteria Workshop: Setting the job and person parameters Develop A Recruitment Plan In this section you will be provided with templates that will assist you, back at the office, to easily and effectively produce a recruitment campaign plan. • The process • Looking internally • Target the right candidate • Engaging with potential candidates • Resource capability • One-on-one
Case Study Review: 10 steps to excellent hires Screening • The benefits of asking applicants for proposals • Benefits of pre-screening applicants • CV screening • Telephone screening • Application screening Preparing For The Interview • Reviewing the guidelines • Interview timetable • Overview of the interview format • Types of interviews • Telephone interviews • Getting the most out of interviews dos and don’ts • Seven steps to conducting a successful interview Meeting The Applicant • Breaking the ice • The three parts of an interview • Finding out valuable information Workshop: Identify questions to find out about career transition, job progression and skills ability
Day Two Past Behaviour Is A Predictor Of Future Behaviour • The importance of behavioural interviewing • The right cultural fit • Leadership ability • Team player qualities • Accomplishments • Creative thinking Guidelines On Asking Difficult Questions • Turning discriminatory questions into acceptable questions Sharing Information With The Candidate • The 80% listening/20% sharing split • Reviewing information that should be shared with the candidate
Tel: +971 4 335 2437
www.iirme.com/linemanagement
Fax: +971 4 335 2438
Email: register@iirme.com
1 - 6 March 2014 Kempinski Hotel, Mall of the Emirates, Dubai, UAE Ending The Interview Professionally • Pre-close your candidate during the interview process by asking the right questions • The potential “yes” candidate that you believe is right for the position • The potential “maybe” candidate • The potential “no” candidate Conducting Background Checks For Final Candidates The Interview Arena • The basics – the four main answers needed • An overview of the key skills needed for successful interviewing: establishing rapport, listening, questioning and non-verbal signals Making The Decision • Criteria based scoring, consensus and the decision making process Role Plays • You will have an opportunity to participate in one-to-one interviews and panel interviews. In doing so, the experiential learning will assist you to perfect your technique and provide valuable notes to add to your templates • A number of positions will be role played so that you have an opportunity to develop your skills in a variety of jobs • All the job descriptions and behavioural questions will be provided as part of the template pack to assist you back at the office PART TWO - Personal Development As A First Line Manager Learning Outcomes • Identify the key functions of a team leader • Discover the impact of high Emotional Intelligence (EI) on the supervisor/manager and learn how to use EI to increase your supervisory effectiveness • Analyse your personal style and how your style affects others • Apply techniques that improve communication • Describe and apply motivational theories and techniques • Improve productivity and effectiveness for yourself and others
Day Three Knowing Yourself • The ability to self-reflect is a crucial one in getting ahead in the business of management. You will explore the art of ‘self-management’ and learn how to maintain energy, enthusiasm and vigour in a challenging management role. You will begin the module by considering the keys to a successful management career - Evaluate current and future requirements of your work role and that of the team, taking into account the vision and objectives of your organisation - Consider your values and your career/ personal goals and identify information which is relevant to your work role and professional development - Discuss and agree personal work objectives with your manager and agree how you will measure progress - Agree a development plan to address any identified gaps in your current knowledge, understanding and skills - Learn how to get regular and useful feedback from those who are in a good position to judge it Emotional Intelligence Emotional Intelligence (EI) is a combination of self-management and social skills that can transform and optimise individual and team performance. The construct of Emotional Intelligence defines how effectively you perceive, understand, reason with and manage your own and others’ feelings. When applied to your work, Emotional Intelligence involves your capacity to think “intelligently” with your own and others’ emotions to intentionally and efficiently deliver individual and organisational outcomes. • What is this field called “Emotional Intelligence”? • Why high self-awareness is the basic building block of EI, how low self-awareness can handicap your actions and how to increase your self-awareness
Tel: +971 4 335 2437
www.iirme.com/linemanagement
Fax: +971 4 335 2438
Email: register@iirme.com
ILM Endorsed First Line Management Skills • Negotiate for win/win outcomes • The latest and most critical research findings about EI • How EI impacts your life generally and your ability to manage and lead • The five key domains of EI • How to embed EI behaviour in your roles and coach others to better understand EI Exercise: What’s your EQ?
Day Four Effective Communication – Is It Just “Common Sense”? • Whether dealing with individuals in your team, your boss, your colleagues or your clients, your effective communication is critical to your success. It’s not just “common sense”! You can learn to be better communicators. You will explore sensitivity and appropriate expression of emotion in communication, including discussions on: • Self-disclosure • Assertiveness • Active listening • Appropriate questioning techniques • Constructive feedback • The process of communication and barriers to effective communication • Skills for effective persuasion and influence • Building relationships and trust Conflict Resolution No matter what your personal conflict handling strategy is, you must ensure that when you manage others you approach conflict as an opportunity for change. You will examine what conflict is and how conflict affects people. You will examine positive and negative conflicts and learn some basic communication strategies to promote negotiation and influencing skills to empower you to deal with conflict better. • Recognise how personal values and points of view influence behaviour • Identify conflict management styles • Analyse the needs of each party in a dispute • Resolve conflict in a flexible manner • Use positive influence techniques
Exercise: Participate in an excellent psychometric entitled the “Conflict Strategies Inventory” to assess your personal conflict resolution style and to assess whether or not you can move to a more productive style Review And Action Planning This session will provide an opportunity to consolidate learning and to plan for managerial “wisdom”. You will work together to review the tools, competencies and beliefs we have covered to enable you to integrate them into your professional life through the development of a specific action plan for implementation. PART THREE - Developing Individuals And Teams Learning Outcomes • Better understand how your role contributes to organisational success • Develop your own personal leadership style • Promote innovative practices and manage change in your work area • Increase your self-awareness and promote better communication withothers • Understand how to interact with peers in ways which reinforce motivation and positive working relationships • Help others to help themselves through effective performance management techniques • Promote and maintain team effectiveness and productivity • Make your personal vision of career success a reality
Day Five Managerial Leadership What are the changing characteristics of the workforce today and how can you engage employees in this environment? • Psychological vs. employment contracts • Diversity, equality and generational influences • Your leadership style • Lead through empowerment • An introduction to situational leadership models
Tel: +971 4 335 2437
www.iirme.com/linemanagement
Fax: +971 4 335 2438
Email: register@iirme.com
1 - 6 March 2014 Kempinski Hotel, Mall of the Emirates, Dubai, UAE Exercise: You will participate in a psychometric instrument designed to assess your leadership style. The metric will provide you with some insight into your way of leading others – the first step in learning to lead effectively Performance Management Performance management is an integrated system of policies, procedures and interventions used to improve individual and team performance. Performance management is one of the most important tasks undertaken by supervisors and managers. • Aims and objectives of performance management systems • Developing performance goals • The staff appraisal interview • Negotiating a learning and development plan • Supporting individuals in identifying their abilities and needs - Where do they want to develop their performance? - What standard of performance do they wish to achieve? - What support can they expect from management and the organisation? - What commitment does the organisation expect from them? - The timescale of the process • Coaching, counselling and mentoring tools Exercise: In-depth case studies and role plays will involve the participants in the application of the theories studied
Day Six Problem-Solving And Decision-Making Every adult is a problem solver, having learned some method of problem solving in their education or experience. However, people have varying degrees of skills and differing styles of problem solving. Understand the process or the flow of the mind in solving problems. • Being aware of the issue • Information gathering • Problem definition • Creating your goal statement • Generating solutions • Choosing the solution • Implementation planning and taking action • Evaluation of the result Change Management Staying competitive or leading the way into the age of information, many organisations are fundamentally changing the way they do business. Strategic change management is a set of activities and approaches to help an organisation transform itself from its current state to its desired state by involving staff, maximising their commitment and evoking high performance. • Sharing, discussing and working together to develop ideas • Individual responses to change • Individual and organisational barriers to change Assessment: Multiple-choice questionnaire
Building Effective High Performance Teams How do you create and maintain an environment that supports and nurtures high performing teams? • Why should you develop teams? What is the purpose of the team? • The difference between people in groups and as individuals • Stages of team development • Key characteristics of effective teams • The supervisory role within the team • Balancing task focus and relationship focus
Tel: +971 4 335 2437
www.iirme.com/linemanagement
Fax: +971 4 335 2438
Email: register@iirme.com
ILM Endorsed First Line Management Skills 1 – 6 March 2014, Kempinski Hotel, Mall of the Emirates, Dubai, UAE WAYS TO REGISTER IIR Holdings Ltd. P.O Box 9428 Dubai, UAE
+971 4 335 2437 +971 4 335 2438 register@iirme.com
www.iirme.com/linemanagement
GROUP DISCOUNTS AVAILABLE CALL – +971 4 335 2483 E-MAIL – info@informa-africa.com Event
Course Fee Before 14 December 2013
Course Fee Before 4 January 2014
Final Fee
US$ 4,895
US$ 5,395
US$ 5,695
ILM Endorsed First Line Management Skills 1 – 6 March 2014
Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions will receive a Certificate of Attendance. All prices quoted exclude VAT which will be added to the delegate fee on your invoice.
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