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The Course for Team Leaders

Four Days

The Changing Role of the Team Leader
• Where are we in 2019?
• The Team Leader’s/Manager’s role (12 Key Activity Areas)
• Accountability and empowerment

• Legislative requirements
• Disciplinary procedures
• Company practices and policies
• What you can do and say

Setting Quality Standards
• Identify the key factors to success
• How to set qualitative and quantitative goals in performance and behaviour
• Audit procedures – both formally and “as and when” required
• Giving constructive feedback

Communication Skills
• To identify the needs of the Team Leaders
• Establish an effective communication network both internally and externally
• How to maintain the communication network
• Communication with staff i.e. giving directives and orders
• Communication – VAK, perception, open & closed questions, specific & non specific
• Giving and receiving feedback
• Open communication – courageous conversations
• Reporting back to Management
• The downstream effect of ineffective communication

Customer Care
• The relationship between external and internal customer care
• Why is internal customer care so important?
• Who are your internal customers?
Why we need to communicate effectively with our customers

Team Building
• Teambuilding
• The 9 Building Blocks to developing an effective team
• How to identify the real needs of your team

Change Management
• What is the real reason people resist change?
• What is the difference between planned change and sudden change?
• The steps to planned change and sudden change

Delegation & Time Management
• Training versus delegation
• Delegation versus abdication
• Identifying when and what can be delegated
• Identifying to whom you can delegate
• The process of delegation including follow through
• Planning and Organisational skills
• “Real” time management
• Major causes of time loss
• What are our constraints internally and externally and how do we go about identifying these and removing them
The true costs of these constraints

• Identify the four key areas of leadership styles
• How and when to utilise your leadership styles
• The need for flexibility between leadership styles
• How to become assertive without aggression
• Consistency between leaders
• Gaining respect and trust
• The transition from friend to leader
• Professionalism in leadership (rumour and gossip)
• Ownership of problems
• Cultural situations in leadership
• Hidden agendas
• Dealing with issues rather than hiding or avoiding them

Interpersonal Skills
• Identification of negative conflict
• Identify the possible outcomes of negative conflict
• Understanding what conflict really is
• Conflict resolution
• Conflict between team members
• Dealing with difficult people
• Maintaining people’s respect
• Emotional intelligence

Performance Management
• The difference between a Performance Appraisal and a Performance Development Interview
• How should you conduct a good PA/PDI?  – process, time frame etc.
• What should be discussed in a PA/PDI?
• How to deal with performance issues


We are also regularly modifying this content to tailor this programme for in-company workshops so that we can meet the training objectives more specifically for the organisation we are working with.