Frontline Management and Leadership Training Course

Why select this course?

Frontline Management is an important concept that has been around for decades, but it has only recently become a focus of management training in today’s business world. Typically, frontline managers supervise the everyday operations of a company, including the actions of frontline personnel who contact directly with consumers and offer critical business services. Usually, these persons oversee a certain department or division within a company. Frontline managers make decisions and act on behalf of their employees. They must be able to lead, motivate and inspire their teams while working under tight deadlines and pressure—all while balancing multiple tasks at once. Frontline management is a complex role that requires leading, motivating, and developing people. It involves being responsible for your team’s performance, ensuring they can efficiently deliver on agreed objectives. Frontline management involves managing people issues (e.g., performance issues) and technical ones (e.g., how can we improve productivity?).

What is the importance of frontline management training?

The importance of frontline management training cannot be understated. Without a solid understanding of your role, it won’t be easy to understand the needs of your team members and deliver exceptional results. Frontline managers ensure that their organization meets its goals through effective leadership, communication, and training. This can be challenging when you have limited resources or may not have had any formal management training.

What are the responsibilities of a frontline manager?

The duties of a frontline manager may be rather varied:

• Planning and sharing their team’s future endeavors
• Scheduling and arranging of jobs
• Providing workers with the tools and education, they need to do their jobs well
• Doing performance reviews, delivering constructive criticism, and mentoring employees
• Managing internal tensions and problems
• Maintaining open lines of communication with upper management and other divisions is essential for achieving synergy and consensus

The front line is where you’ll find yourself most of the time as a manager. It’s also where your corporate culture and ethos are most likely shaped by other people, from customers to colleagues. But don’t worry: if you’ve got what it takes (and we bet you do!), then Rcademy’s Frontline Management and Leadership Training Course will give you all the skillset needed to succeed in your frontline management role. This training course is necessary for anyone wanting to become a great leader. It will help you develop the skills necessary to manage your team effectively and give you an insight into how frontline management works in practice. You’ll learn about the history of frontline management, learn how to develop rapport with your colleagues, and finally become more confident in yourself!

Who should attend?

The Frontline Management and Leadership Training Course by Rcademy is appropriate for professionals both from the private and public sectors who are responsible for leading projects, teams, or departments:

• Top management and senior executives
• Departmental heads and managers
• Business policymakers
• Team leaders
• Supervisors
• Project managers
• Product managers
• Start-up founders
• Entrepreneur

What are the course objectives?

The Frontline Management and Leadership Training Course by Rcademy has been drafted to achieve the following objectives:

• To gain an understanding of different levels of organizations and how each level contrasts with each other
• To understand the significance of frontline managers and how they differ from backend managers
• To improve the ability to communicate to get things done in the workplace as well as build rapport with others
• To become the successful face of the organization by efficiently becoming the first point of contact for clients
• To implement time management, prioritizing, and delegation strategies that have proven effective
• To learn to have difficult conversations and figure out how to deal with the conflict caused in the workplace
• To successfully manage stakeholders by identifying and meeting their expectations

How will the course be presented?

• Interactive sessions
• Use of case studies
• Management games
• Learning preparation of reports, charts, graphs
• Real-time exercises
• Problem-solving and Group discussion sessions

What are the topics covered?

Module 1: Frontline Management and Leadership

• What do frontline managers do?
• Daily operations of an organization
• Interacting with customers directly
• Functions as frontline managers
• Front office operations
• Frontline manager vs middle manager

Module 2: Decision-making for Frontline Managers and Leaders

• Common decisions of frontline managers
• Types of decisions
• Developing acumen for effective decision making
• Decision-making under uncertainty
• Problem sowing: root cause analysis

Module 3: Skills for Frontline Leadership

• Self-awareness
• Learning agility
• Communication
• Political Savvy
• Motivational skills
• Influencing outcomes

Module 4: Introduction to Frontline Leaders

• Why is frontline leadership different?
• Engaging people’s strength
• Creating a constructive climate
• Talent engagement
• Conflict resolution
• Interpersonal Skills

Module 5: Change Leadership Skills for Frontline Managers

• Examples of organizational change
• Planned and unplanned change
• Factors driving change
• Kurt Lewin’s change model
• Strategic change management
• Unfreezing, changing, and Refreezing
• Change Agent
• Roles of change leader: communicator, advocate, coach, liaison

Module 6: Communication Skills for Frontline Managers

• Direct Communication with customers and stakeholders
• Communication while managing a diverse team
• Active listening
• Empathy and Emotional Intelligence Non-Verbal Communication
• Presentation skills

Module 7: Planning and Organizing Front Office

• Front office budgeting
• Division of work
• Front office procedures
• Records management
• Office Supervision
• Exercising delegation and authority

Module 8: Personality Development of Frontline Managers

• Aligning personal objectives with organizational objectives
• Identifying learning opportunities
• Determine work plan priorities
• Leadership style in different frontline situations Building long-lasting team relationships Maintaining standardization of work
• Personal SWOT
• 360 feedback exercise

Module 9: Managing Stakeholder’s Needs

• Internal and external Stakeholders
• Stakeholder analysis
• Management Strategies for different types of Stakeholders
• Develop a communications plan
• Identifying stakeholder’s needs

Module 10: Managing Team Performance

• Clarifying roles and responsibilities of the team Information exchange meetings
• Managing team conflict
• Building constructive relationships with team members
• Understanding team dynamics
• Problem-solving tools
• Improving team output and productivity

Module 11: Recruitment and Selection

• Reviewing workforce needs
• Identifying job description
• Initiating the selection process
• Identifying training needs

Module 12: Maintaining Quality Standards

• Factors affecting the quality
• Quality in customer service
• Performing quality assurance
• Understanding quality control
• Total Quality Management