This course will help delegates achieve their business goals by improving their ability to manage employee performance and improve work processes. The course will enable delegates to: Identify their own and their staff learning needs Motivate their team to strive for performance improvements Apply proven techniques to motivate staff, develop team work and delegate assignments Effectively monitor and evaluate workload and quality standards Improve work procedures and processes by using quality improvement tools Encourage continuous improvement through regular performance reviews, skilful goal setting and feedback

Front line managers and team leaders involved in enhancing employee performance and improving work procedures and processes.

The key competencies of a front line manager

Developing staff to improve performance

Closing the knowledge and skills gaps
• How to identify staff training needs
• How to prioritise staff training needs
• How to develop a training matrix
• How to organise training solutions
• How to promote on-the job learning

How to motivate staff for results
• How to create an environment that encourages staff to succeed
• Practical things you can do to inspire your staff

Team work in action
• How to evaluate the health of the team
• How to improve team communication and coordination
• How to involve team members in enhancing team productivity

Paying more than lip service to customer care
• What customer service really means
• How to improve customer service
• Practical methods of handling problems and complaints
• How to learn from mistakes to reinforce customer-focus

Who is really doing all the work?
• How to monitor individual workload and effectiveness
• How to spread the workload through effective delegation

How to develop a quality programme
• How to write effective procedures that improve performance
• How to achieve complete and accurate information on performance
• How to improve work procedures and processes by using quality improvement tools
• Putting it into practice: how to flowchart a procedure or process
• How to improve quality on an ongoing basis

Conducting constructive performance reviews
• How to involve staff in assessing their performance
• How to prepare for a performance review meeting
• How to gain commitment in a performance review meeting
• How to agree goals and performance for the future

Sustaining improved performance
• How to set and evaluate measurable objectives for sustained performance improvement
• Case studies in performance management: What would you do?