The Managing the Front-line programme is a modular skills development programme designed specifically for those individuals who have responsibility for managing front line staff. They will tend to have responsibility for achieving results, providing technical expertise, gaining the commitment of front line staff and meeting customer needs. Rarely do they have budgetary responsibility other than that of managing resources.

The programme is customised and delivered in-house to groups of up to 25 managers. It is not formally assessed and therefore does not offer a recognised qualification. Its aim is to build confidence and competence in the front line manager and for them to gain a deeper understanding of their role within the business.

The programme consists of 7 x one day core modules as follows:

Module 1: What’s it all about?

Module 2: Keeping your Customer Happy

Module 3: The Big Picture

Module 4: Getting the job done

Module 5: What can we do better?

Module 6: Working together

Module 7: Motivation and performance

Aim:

To build the confidence and competence of the front line manager

Outcomes:

As a result of this programme participants will be able to:

• Understand fully how their role contributes to the achievement of organisational goals.
• Manage work processes to achieve results.
• Build the commitment of front line staff to team targets.
• Recognise the importance of meeting customer needs.