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.

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