Who?

This program is suitable for existing and prospective supervisors and managers.

Topics Covered

This training provides insights into what effective leadership is, and how to manage a team to get quality service results. Models of behaviour are provided to participants that they can use as guides in their everyday working life. 

The program offers the opportunity for participants to practise and further develop their management and communication skills, while reflecting on real life examples and their own personal experiences. 

Leadership and the service experience 

The impact leadership has on the internal and external customer experience through:

• Organisational culture 
• Systems & standards 
• Skills & knowledge Leading vs Managing 
• Leadership as influence, coaching and mentoring 
• Individual Leadership styles and Situational leadership 
• Leadership and management definitions and models 
• Organisational justice

Team members motivation factors 

Understanding what motivates people and the impact managers have on team members desire to succeed.

Effective leadership behaviours 

• Modelling behaviour - Impact and techniques 
• Developing teams and effective conflict management - 4 interaction techniques 
• Establishing and maintaining clear boundaries and consequences - Behaviours to develop team professionalism 
• Sharing information and effective delegation - The essential ability of building trust and getting the job done 
• Effective interpersonal skills & mindset - Using emotional intelligence, listening skills & self-reflection

Workshop Information

Half and Full-day workshops available

Inclusions

• Workbook with practical tools and activities
• P.W. Irvine's book 'Hour Guide to Management: The Fundamentals of Being an Effective Leader'

Cost

• Half day - $299 per participant
• Full day - $450 per participant
• Minimum 8 participants