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Skills training programme for Team Leaders

Course objectives
  • To develop individuals to effectively make the transition from team player to team leader.
  • To provide individuals with the skills to manage and motivate the team and themselves.

Course Schedule

See overview

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Course overview

These trainings are modular and the duration will vary from half day to full day sessions.

It is intended that participants attending the training will be those with the potential to develop into the role of team leader in the future, as well as existing team leaders.

The programme dovetails with the Level two and three agent programmes at one end and with the Apprentice Operations Manager programme at the other end.

 

Effective Team Leadership Foundation course

 

Introduction This material is designed to accompany a four day course on team leadership and coaching skills.
Objectives of the course At the end of this course, participants will be able to:

 

Other Team Leader modules

The role of the team leader

Objective

Key learning points

 

Personal effectiveness

Objective

Key learning points

 

Delegation

Objective

Key learning points

 

Script writing

Objective

Key learning points

 

Capacity planning and rostering

Objective

Key learning points

 

Recruitment and selection

Objective

Key learning points

 

Troubleshooting methodology

Objective

Key learning points

 

Grievance and disciplinary procedures

Objective

Key learning points

 

Quality management

Objective

Key learning points

 

Introduction to change control

Objective

Key learning points

 

Contact reporting

Objective

Key learning points

 

Influencing and negotiating

Objective

Key learning points

 

Managing client complaints

Objective

Key learning points

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