Managing people

This is a one-day interactive, training programme designed for to help managers and supervisors improve their people management skills. We can deliver this as an in-house training programme.

Learning outcomes

The training programme aims to enable participants to:

• identify what their organisation has to offer customers
• understand who their customers are and what they need and expect
• meet, manage and, whenever possible, exceed customer expectations
• identify the key elements of customer service excellence
• create a positive impression on customers and enhance the image of their organisation
• choose appropriate behaviour for different customer service situations
• ensure their customer service delivery complies with relevant legislation, policies, codes of conduct and organisational procedures
• work with their colleagues to deliver excellent service on a consistent basis
• communicate and establish rapport with customers – face-to-face, on the telephone and in writing
• identify methods of promoting their organisation and boosting business
• deal effectively with situations where customer expectations have not been met
• review their performance and plan for customer service improvement.1 The role of service excellence.

Programme content

1. Introduction

• Learning outcomes
• Who do you manage?
• Key people management issues
• Effective people management

2. Clarifying objectives and goals

• Objective setting
• Setting objectives for your team
• Setting objectives for a team member
• Clarifying the role of a team member

3. Ensuring effective working arrangements

• Ensuring a fair allocation of work
• Scheduling work
• Improving workflow
• Principles of handling information
• Organising and co-ordinating team activities
• People management challenges

4. Motivating team members

• The role of motivation
• Needs and motives
• What motivates people at work?
• Demotivating factors at work
• Key motivational principles
• Measuring motivation
• Motivating yourself
• Creating a motivating environment
• Delivering excellent service to all your customers
• Overcoming motivational difficulties

5. Building relationships

• Enabling your team to contribute more
• Supporting and encouraging your team
• Making it fun
• Dealing with conflict

6. Managing diversity

• The benefits of equality and diversity
• Equality legislation
• Harassment and victimisation
• Discrimination on the grounds of religion or belief

7. Developing an action plan

If you are interested in booking this course, please call us.