CONTENTS · 2016. 5. 5. · Emotional intelligence increases awareness of verbal and physical cues such as tone, intonation, facial expressions and body language. Being able to read

CONTENTS

GENERAL

About FMI ....................................................................................................................................................................... 1 FMI’s services .................................................................................................................................................................. 2 Client support ................................................................................................................................................................. 3 SHORT COURSES

Personal development ......................................................................................................................................... 5 Business writing skills ....................................................................................................................................................... 6 Communication ............................................................................................................................................................ 7 Decision making and problem solving ...................................................................................................................... 8 Emotional intelligence .................................................................................................................................................. 9 Negotiation skills ..........................................................................................................................................................10 Presentation skills .........................................................................................................................................................11 Stress Management ....................................................................................................................................................12 Time Management .....................................................................................................................................................13 Wellbeing at work .......................................................................................................................................................14 Operational management ................................................................................................................................. 15 Client relationships ......................................................................................................................................................16 Customer service .........................................................................................................................................................17 Operational plans and systems ................................................................................................................................18 Risk management .......................................................................................................................................................19 People management .......................................................................................................................................... 20 Coaching ......................................................................................................................................................................21 Delegation ....................................................................................................................................................................22 Leadership ....................................................................................................................................................................23 Manage a team ..........................................................................................................................................................24 Mentoring .....................................................................................................................................................................25 People development .................................................................................................................................................26 Performance management ......................................................................................................................................27 Practical management skills .....................................................................................................................................28 Train the trainer ............................................................................................................................................................29 Strategic development ....................................................................................................................................... 30 Business case planning ...............................................................................................................................................31 Change management ..............................................................................................................................................32 Continuous improvement ..........................................................................................................................................33 Project management .................................................................................................................................................34 SHORT SESSIONS

Communication sessions ............................................................................................................................................36 Personal effectiveness sessions .................................................................................................................................38 Client relationships and Customer service sessions ...............................................................................................40 Operational management sessions .........................................................................................................................41 Leadership and management sessions ..................................................................................................................42 Improvements and change sessions .......................................................................................................................45 Improvements and change sessions .......................................................................................................................46 QUALIFICATIONS AND PROGRAMS

Certificate IV in leadership & management BSB42015 ........................................................................................49 Diploma of leadership & Management BSB51915 ................................................................................................51 Key Management Skill Set BSBSS00043 ...................................................................................................................53 Team Leader Skill Set BSBSS00063 .............................................................................................................................55 TAILORED PROGRAMS ................................................................................................................................................57 Tailored programs .......................................................................................................................................................58 REFERENCE

Index of courses and sessions ...................................................................................................................................59 Contact and enquiries ...............................................................................................................................................63 VD05052016

FMI Training Catalogue Page 1

ABOUT FMI

FMI’S FOCUS

FMI is focused on creating ongoing partnerships with clients to ensure that the service delivered

exceeds expectations and delivers ongoing benefits and returns on investment.

By providing learners with a comprehensive toolkit of knowledge and resources, FMI empowers learners

find their own leadership style built on a foundation of confidence and competence. This delivers

improved productivity, innovation and profitability for organisations and increased performance,

engagement and problem solving capability for leaders and their teams.

ABOUT THE FMI TEAM

The Frontline Management Institute (FMI) is an Australian family owned business. The passionate team

including trainers, coaches, assessors and program designers are located across Australia to service

organisations from the East coast to the West. Collectively they offer a wealth of knowledge and

experience in people management, leadership, business management, writing and adult learning.

With a commitment to providing positive and engaging learning experiences, FMI and its team has

created successful programs for organisations large and small around the globe since 1985 in countries

such as Australia, New Zealand, United Kingdom, Russia, Fiji and Papua New Guinea.

In addition, FMI is certified as a registered training organisation (RTO) Australia wide which enables

national delivery of qualifications to clients and individuals.


FMI’S SERVICES

FMI offers a range of options for business, government and community organisations for management

and leadership development services. Delivery can be tailored to suit the organisation size, structure

and resource constraints. FMI services cover four key areas of Personal Development, Operational

Management, People Management and Strategic Development.

TRAINING

A comprehensive range of courses covering

personal development, operational

management, people management and

strategic development

Short courses (half day to two days) and short

sessions (90 to 180 minutes)

Delivered as stand-alone courses / sessions or

integrated into programs

Option to tailor or create courses specific to

organisation’s needs

COACHING

Structured programs to support participants as

they develop their knowledge, skills and

competence

FMI Coaching Progress reports provided

Tailor learning and development content and

structure to suit needs of individuals

Flexible delivery modes (face to face, by

phone, by Skype, by email or a mix of

methods)

Action focused

QUALIFICATIONS AND CERTIFICATION

Nationally accredited Australian management

and leadership qualifications at Certificate IV and

Diploma level

Recognition services available

Flexible assessment options

Option to align assessments with performance

management KPIs

Projects to deliver measurable results to the

organisation

CONSULTING AND COURSE DESIGN

Services to scope learning and development

needs and designing solutions that improve

leadership and management performance and

productivity

Simple 3 step needs analysis process

Comprehensive design documentation

Tools to measure and evaluate performance

Training for in house trainers and coaches


CLIENT SUPPORT

CLIENTS

FMI partners with organisations to deliver a range of services such as:

Needs analysis

Planning strategic objectives and initiatives

Developing the business case for a learning and development program

Designing training programs

Up skilling inhouse trainers and coachers to facilitate programs and courses

Evaluating developments in skills

Measuring return on investment

Our services are designed for individuals and organisations across all areas of business, commerce,

government and community with clients including:

FMI COMMUNITIES SCHOLARSHIPS

FMI has made available a limited number of FMI Communities Scholarships which provide 10% towards

FMI standard fees for frontline managers or those moving towards this role in Community and Health not

for profit organisations and/or registered charities.


SHORT COURSES Half day, one day and two day courses with

interactive discussion, examples,

case studies and role plays to demonstrate

and apply principles.


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PERSONAL

DEVELOPMENT These courses are designed to improve confidence and capability to lead and manage own work.

Includes courses for developing personal skills such as time management, communication,

presentation, decision making, confidence and assertiveness.

COMMUNICATING

Learn how to adapt your communication style for

different scenarios enabling you to build strong

relationships.

PERSONAL EFFECTIVENESS

Develop the way you think and respnd to situations

and set yourself up to achieve your goals in a timely

manner.

DESIGN YOUR OWN

SESSIONS

Choose topics most suitable for your people and FMI

will design the sessions in partnership with you.


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BUSINESS WRITING SKILLS

OVERVIEW

Whether you have to write a short email or a detailed business report, the principles of effective business

writing will help you sharpen your message in a way that informs and persuades. In this very practical

course participants learn to plan, draft and evaluate their writing in an organised and structured way to

achieve the results they aim for. Participants are encouraged to bring along draft samples of

communication they may wish to develop during the course.

WHO IS THIS COURSE SUITABLE FOR?

This course is designed for people who want to improve their business writing skills to inform and

persuade effectively.

SESSION KEY LEARNING CONTENT TIME

Introduction Identify the value of effective business writing for yourself,

your organisation, your customers and stakeholders 15 minutes

Business writing

skills

Set realistic goals: informing and persuading

Plan an effective written communication – practical exercises

Prepare information that adds value to the presentation

Apply clarity and conciseness in writing

Set the right tone and style

Write effectively – strategies, tips and hints for informing,

persuading and developing rapport

Use time-saving tips on using standard formats

Write effectively – practice and review sessions

Fast Track

180 minutes

Business writing

practical

application

Review and evaluate samples of business writing

Practise business writing

Fast Track

180 minutes

Review and

application

Evaluate your own written communication

Develop a personal action plan for development as a writer

of business communications

15 minutes

BENEFITS FOR THE PARTICIPANT

Improve confidence to create written communication that informs and persuades

Discover which information is best to include in written communication

Learn time saving tips

BENEFITS FOR THE ORGANISATION

Ensure team members communicate with clear and consistent language

Set tone for written communication from organisation

Improve the level of employee communication

STANDARD COURSE DURATION 1 day

DELIVERY OPTIONS Corporate course | Coaching | Open learning


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COMMUNICATION

OVERVIEW

Communication is our ability to converse with others beyond just talking and listening. Emotional

intelligence increases awareness of verbal and physical cues such as tone, intonation, facial expressions

and body language. Being able to read these signs and adjust communication appropriately can help

to gain trust and confidence. Combined with effective listening and feedback, these skills can help

build relationships and personal confidence.


This course is suitable for anyone who wants to improve their ability to communicate effectively with

other people.


Introduction

Identify the value of communication skills for achieving

results

Identify communication in your role

15 minutes

Understanding

communication

Types of communication

Elements of communication

Types of communicators

Situations when we communicate – meetings, email,

presentations, networking

Essentials

90 minutes

Communication

to build

relationships

Relationship styles

Building rapport

Build workplace people networks

Trust

Confidence & Assertiveness

Influence

Essentials

90 minutes

Overcoming

barriers to

communication

Language barriers

Using the right medium to communicate

Planning communication for clear, concise and

accurate information

Making the time to communicate

Essentials

90 minutes

Being a better

communicator

Use active listening

Give feedback

Receive feedback

Manage difficult communication situations and conflict

situations

Meetings and client negotiations

Essentials

90 minutes

Review and

application

Overview of content and application to your role

Personal action plan for development as a

communicator

15 minutes


Learn how to navigate conversations that are hostile or make you feel uneasy

Develop effective “small talk” skills for networking

Use effective listening skills in team management, client management and sales to communicate

and negotiate for win-win outcomes


Have teams who communicate effectively and subsequently work cohesively

Reduce instances of bullying

Ensure staff are representing the organisation with a professional level of communication




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DECISION MAKING AND PROBLEM SOLVING

OVERVIEW

Decision making and problem solving are an important part of the capabilities of people in leadership,

management and professional roles. Decision making involves making a choice between alternative

courses of action in an effective way. Decision making should be rational and evidence based rather

than be based on purely emotional responses. Problem solving is required when something is not going

according to plan. Problem solving involves closing the gap between the problematic current state

and the desired outcome. The way to close or lessen the gap is the “solution” to the problem.


Leaders, managers, professionals and anyone who wants improve their ability to make rational

decisions and solve problems.


Introduction The value of effective decision making and problem

solving 15 minutes

Decision Making

Essentials

Define the decision to be made and identify the context

and stakeholders

Establish objectives and weight “musts” and “wants”

Generate options

Test options against objectives

Make, document and review decisions

Essentials

90 minutes

Decision Making

in practice

Practical exercises and examples in applying decision

making essentials

Practical

90 minutes

Problem Solving

Essentials

Define, assess and research the problem

Identify causes and drivers of the problem

Identify, test, research a hypothesis to help solve the

problem

Select and implement solution

Monitor and evaluate results

Essentials

90 minutes

Problem Solving

in practice

Practical exercises and examples in applying problem

solving essentials

Practical

90 minutes

Review and

application


Personal action plan for development in your role 15 minutes


Learn how to make rational decisions using a range of useful tools

Approach problem solving in an organised and logical way


Have decisions made in a rational and careful way

Have problems solved in an organised way




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EMOTIONAL INTELLIGENCE

OVERVIEW

This course explores the way people can optimise their role in building and maintaining positive

relationships and communication in the workplace within their team, linking across to other teams and

with customers. As rules for work are changing, people are being judged not just on technical ability but

by their ability to deal with other people (“social competence”) and to manage their own emotional

reactions to work situations (“personal competence”).


This course is suitable for anyone who wants to improve their ability to communicate effectively with

other people.


Introduction Emotional intelligence in your role 15 minutes

Understanding

emotional

intelligence

Differentiate Personal Competence and Social

competence in emotional intelligence

Demonstrate the five competencies of emotional

intelligence (self-awareness, self-regulation, motivation,

empathy and interactive social skills)

Essentials

90 minutes

Improving

personal

emotional

intelligence

Apply personal competence in emotional intelligence

Distinguish the impact of own emotions on others

Apply Self-awareness: Knowing one’s internal states,

preferences, resources and intuitions

Apply Self-regulation: Managing one’s internal states,

impulses and resources Understand Motivation: Emotional tendencies that guide or

facilitate reaching goals

Essentials

90 minutes

Team culture

Build a team culture by applying social competencies of

empathy and social skills

Recognise and appreciate the emotional strengths and

weaknesses of others

Promote development of emotional intelligence within

the team culture

Use emotional intelligence to maximise team outcomes

Fast Track

180 minutes

Review and

application


Personal action plan for development in applying

emotional intelligence

15 minutes


Learn how to use emotional intelligence to improve personal competence

Support emotional intelligence to develop team culture


Improve team cohesion

Improve team performance

Build capability of managers to manage difficult interpersonal situations before they escalate




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NEGOTIATION SKILLS

OVERVIEW

Negotiation skills are what enable us to come to a mutual agreement whereby all parties involved feel

they have benefited from the outcome. Negotiations are commonplace in our everyday lives, not just

within the workplace. By learning how to negotiate we can contribute to the improvement of the status

quo and gain satisfaction from an agreement. Negotiation skills focus on the need to “give and take”

with the terms as we bargain to find a resolution. Communication and emotional intelligence skills play

a key part in dealing with the emotions that can arise during the negotiation process.


This course is suitable for anyone who wishes to improve their ability to negotiate in a personal or

professional context.


Introduction What is negotiation? 15 minutes

Essential

principles of

negotiation

Distinguish flexible negotiation styles

Define needs and wants in negotiation situations

Balance power in a negotiation

Set objectives for a negotiation

Describe the negotiation process

Essentials

90 minutes

Keeping a level

head during a

negotiation

Apply assertiveness in negotiated agreements

Stay calm when negotiating

Essentials

90 minutes

Advanced

techniques for

negotiation

Identify and use power in negotiation

Plan strategies and tactics for negotiation

Gain concessions in a negotiation

Essentials

90 minutes

Negotiation

practical

application

Practise negotiations with peers Essentials

90 minutes

Review and

application


Personal action plan for development as a negotiator 15 minutes

BENEFITS TO THE PARTICIPANT

Learn how to prepare for a negotiation so that you can be happy with the outcome

Feel confident of your power when entering into a negotiation

Learn different negotiation styles which you can adapt to suit your situation, values and other

parties e.g. workplace contracts, client agreements, financial arrangements

BENEFITS TO THE ORGANISATION

Create an organisational culture that supports negotiation

Ensure competitiveness is maintained

Improve business efficiency with the successful introduction of negotiation




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PRESENTATION SKILLS

OVERVIEW

Presentations can be delivered to any number of people and on any topic, but the key to delivering a

good presentation in engaging your audience. To do this you must feel confident and prepared before

giving the presentation, having considered your objectives and your audience and how to build a

rapport with them. During the presentation you must be prepared for a range of things such as

delivering on schedule, audience management (people not paying attention or asking difficult

questions) and equipment failure (projector or microphone not working).


This course is suitable for people who want to deliver presentations that inform and persuade.


Introduction

The value of influential presentations for yourself, your

organisation and your customers

Setting realistic presentation goals for informing and

persuading

15 minutes

Storytelling for

your audience

Identifying your audience

Purpose of your presentation; inform, persuade or call to

action

Powerful opening and closing in a presentation

Gathering information

Essentials

90 minutes

Present with

confidence

Selecting content, resources and structure to suit your

audience and presentation style

Visual aids and documentation – apply tips on using

PowerPoint, flipcharts, white boards and handouts as

appropriate

Present the total message – body language, voice

(tone/pitch/speed/inflection/breathing), eye contact

Essentials

90 minutes

How to work the

room

Interact with your audience

Answer questions and handle difficult questions and

objections – audience management

Maintaining engagement

Gaining buy-in

Managing disruptors

Essentials

90 minutes

Review and

application


Personal action plan for development as a presenter 15 minutes


Turn fear into confidence as you prepare and deliver a presentation

Control your body language and voice as well as the content of your presentation

Manage the audience and find ways to engage them so they remember your presentation in a

positive way


Ensure people can represent the organisation with confidence as they deliver presentations to

management, colleagues, clients and / or stakeholders

STANDARD COURSE DURATION 1 day + optional practical application and review sessions



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STRESS MANAGEMENT

OVERVIEW

We often “stress” about the outcomes of things such as looming deadlines, quantity of difficulty of work

or expectations that we set for ourselves or others. There are many factors which are outside of our

control such as the passing of time, our limited capacity as individuals and the expectations of other

people- but what we can control is our response to these things. Managing stress involves setting

realistic expectations, putting in your best effort and being happy with the outcome regardless of

whether it met your initial expectations. This can have a positive impact on both emotional and physical

factors of stress. Managing your stress is a skill which can be used in both your personal and professional

lives.


Anyone who wants to improve their personal stress management.

STANDARD DURATION

Half day


Introduction The value of effective stress management 15 minutes

Stress

management

Analysing key stressors in your workplace

Setting stress management goals

Maintain focus and organisation to stay calm

Reduce the external stressors through better work focus and

organisation

Reduce impact of the stressors

Reduce the internal effects of stress

Fast Track

180 minutes

Review and

application


Personal action plan for development in your role 15 minutes


Keep a positive frame of mind in the face of competing or overwhelming demands

Be happy with outcomes regardless of whether they meet initial expectations

Take control of situations and find enjoyment from them


Provide team members with the skills to combat stress

Improve productivity as staff are able to manage competing demands with focus

Combat stress related health concerns within the workplace

Create a happier work environment

STANDARD COURSE DURATION Half day



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TIME MANAGEMENT

OVERVIEW

Time management is recognising the finite nature of time and getting as much quality work completed

in this time as possible. By clearly defining what work goals, objectives and tasks are, setting realistic

time frames and maintaining focus to complete them, one can improve their use of time. In addition to

improving your capabilities you must also work to reduce or eradicate time wasters and interruptions.


This course is designed for anyone who wants to improve their time management and personal

planning capability.


Introduction The value of time management

The seven steps for time management success 15 minutes

Goal setting

Set goals and targets

Select Individual and organisational priorities

Stay focused on important outcomes

Essentials

90 minutes

Time

management

principles

Use SMART strategies and tools

Plan and prepare thoroughly

Use technology including email use

Manage time wasters and interruptions

Manage time in meetings

Delegate effectively

Apply the psychology of time management

Fast Track

180 minutes

Developing your

capabilities

Develop your capabilities

Continuously improve your time use

Balance work and life

Essentials

90 minutes

Review and

application Your action plan for improved time management 15 minutes


Recognise and remove or reduce the time wasters and interruptions from your work

Leverage your time with systematic approaches such as automation

Identify what you can delegate

Use your time more efficiently and effectively


Improve productivity of staff

Improve workflow within the organisation

Integrate technology and other systems into work activity

Reduce time wastage allowing staff to focus on work that provides positive outcomes for the

organisation




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WELLBEING AT WORK

OVERVIEW

Managing your wellbeing involves setting realistic expectations, having the resilience to put in your best

effort and being happy with the outcome regardless of whether it met your initial expectations. This can

have a positive impact on both emotional and physical factors of stress. Managing your wellbeing is a

skill which can be used in both your personal and professional lives.


This course is designed for anyone who is interested in improving the wellbeing of themselves and their

colleagues.


Introduction Analyse key stressors in your workplace

Set stress management goals 15 minutes

Resilience

Apply a resilient mindset

Know when to stop

Manage your internal dialogue

Build resilience in others

Essentials

90 minutes

Stress

management


Reduce the external stressors through better work focus

and organisation



Fast Track

180 minutes

Healthy living

Fuelling your body – healthy eating

Being active

Sleep

Essentials

90 minutes

Review and

application Your action plan for improved stress management 15 minutes


Keep a positive frame of mind in the face of competing or overwhelming demands

Be happy with outcomes regardless of whether they meet initial expectations

Take control of situations and find enjoyment from them


Provide team members with the skills to combat stress

Improve productivity as staff are able to manage competing demands with focus

Combat stress related health concerns within the workplace

Create a happier work environment

STANDARD COURSE DURATION Half day + optional practical application and review sessions



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OPERATIONAL

MANAGEMENT A selection of courses to use systems and processes to improve quality and consistency of work.

Includes courses for developing the skills to organise work flow, processes and customer service

experiences so they control risks and resource use and provide the most effective and efficient

outcomes.

CLIENT RELATIONSHIPS &

CUSTOMER SERVICE

Connect with your customers to build

relationships and improve processes.

OPERATIONAL

MANAGEMENT

Enhance your ability to design, plan, build and

implement workplace systems that are effective

and efficient.

DESIGN YOUR OWN

SESSIONS

Choose topics most suitable for your people and

FMI will design the sessions in partnership with

you.


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CLIENT RELATIONSHIPS

OVERVIEW

By strengthening relationships with clients and prospects we can enhance customer satisfaction which

can lead to greater loyalty and also help to improve rates of referrals. Client relationships are critical to

the success of an organisation.


The course is suitable for people who deliver products and services to clients or work in business

development, building relationships with clients to grow business.


Introduction Benefits of building client relationships

Client relationships in your role 15 minutes

Communicating

with clients

Adjust communication styles and methods to clients

Establish and build rapport with clients

Resolving customer conflict

Customer feedback

Potential barriers to communication

Essentials

90 minutes

Creating a

consistent

customer

experience

Key performance indicators (KPIs) of customer service

Identifying and agreeing customer service processes and

specifications

Managing customer relations and client relationship

management (CRM) systems

180 minutes

Networking

Benefits of networks

Who to network with

Techniques for building relationships

Referrals

Keeping records of networks

Essentials

90 minutes

Review and

application Your action plan for improved client relationships 15 minutes


Improve confidence communicating with clients and customers

Understand and leverage systems to get more done in less time

Build skills for networking


Improve quality of communication with clients

Develop clear systems for dealing with clients

Improve consistency of customer service delivery

Build client networks




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CUSTOMER SERVICE

OVERVIEW

In an increasingly competitive and service focused market, customers expect and demand increased

levels of service. Yet frontline managers have to deliver service according to the budgetary and

resource limits they face day to day. Providing well organised and cost effective customer service is the

challenge successful Frontline Manager must meet.


This course is suitable for anyone who is responsible for managing or delivering products and services to

customers.


Introduction

Customer service in your role

Evaluating your priorities in customer service

improvement

15 minutes

Who are your

clients?

Defining internal and external customers

The customer value chain

Understanding customer needs and expectations

Features and perceived benefits of products and services

Market segmentation and customer expectations

Essentials

90 minutes

Overcoming

customer service

problems

Customer service problems and issues you face


Addressing poor feedback

Essentials

90 minutes

Managing a

customer service

team

Coaching and mentoring your team for customer service

Optimising buy-in from your team for your customer

service focus

Assessing team performance

Using feedback to review and improve customer service

Essentials

90 minutes

Review and

application Your action plan for improved customer service 15 minutes


Organise customer service management

Learn how to deal with difficult customers

Build rapport with customers either face to face, on the phone or by email

Develop customer relationship management strategies to leverage a customer relationship


Develop attractive product and service offerings

Improve customer service levels to increase competitiveness

Potentially save on marketing as resources can be funnelled into maintaining current customer

relationships

Standard course duration 1 day

Delivery options Corporate course | Coaching | Open learning


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OPERATIONAL PLANS AND SYSTEMS

OVERVIEW

Operational planning builds a sound foundation to planning, implementing, monitoring and recording

performance to achieve the business plan of the teams and organisation. This helps to provide safe,

efficient and effective products and services to satisfy customers within the organisation’s productivity

and profitability plans.


This course is designed for people who design and manage operational plans in their role as a frontline

manager.


Introduction Benefits of operational plans and systems

Operational plans and systems in your role 15 minutes

Designing and

building efficient

systems

Developing operational plans that align with

organisational objectives

Consultation in the preparing of plans

Developing key performance indicators (KPIs) and/or

other suitable measures

Assessing risk and preparing contingency plans

Essentials

90 minutes

Resource

management

Analysing resource needs

Selecting and acquiring resources

Preparing presentations for resource proposals

Resource management

Essentials

90 minutes

Making plans and

systems more

efficient

Addressing poor performance

Providing mentoring and/or coaching for resource use

Negotiating changes to operational plans

Reporting and maintaining records

Essentials

90 minutes

Knowledge

management

Monitoring of operational performance

Monitoring budgets, productivity and profit

Communicating plans, systems and processes to the

team

Essentials

90 minutes

Review and

application

Your action plan for improved operational plans and

systems 15 minutes


Use a structured approach to work plans to generate consistent outcomes

Identify risks or poorly performing components of operational processes

Learn how to use information systems to manage information

Increase awareness as to all the parties who need to be involved in resource planning and

acquisition


Enhance performance and productivity through sound planning

Save money with improved efficiency and allocation of resources

Keep expenses on track

Create consistency with work tasks so that employees can take on work with clear direction and

intention




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RISK MANAGEMENT

OVERVIEW

There is risk associated with all activities. By developing risk management capabilities it is possible to

mitigate risk when making decisions or carrying out tasks and take advantage of opportunities with

confidence. Recognising what could pose a risk then eliminating, controlling or treating the risk are the

key risk management approaches.


This course is for frontline managers who want to improve their risk management skills.


Introduction The value of effective risk management

Risk management in your role 15 minutes

Risk management

Types of risk

Risk identification processes

How to analyse and evaluate risks

Risk removal, control and treatment

Processes to monitor and review the effectiveness of risk

treatment and control

Fast Track

180 minutes

Review and

application Your action plan for improved risk management 15 minutes


See the value in risk management

Feel comfortable with risk management

Develop strategies to identify and deal with risk before it becomes a crisis


Recognise risk in strategic decisions and plan around it

Create a safer work environment

Develop systematic approaches to risk management

Reduce the impact of risks if they eventuate




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PEOPLE

MANAGEMENT A range of courses to build skills, knowledge and techniques for improving management and

leadership of others. The courses for improving the skills include performance management, leadership,

delegation, coaching, conflict management and building strong teams.

LEADERSHIP &

MANAGEMENT

Build, manage and lead teams that are

engaged, hard working and deliver exceptional

results.

PEOPLE DEVELOPMENT

Develop people and empower them to master

their own careers through coaching, mentoring

and training.

DESIGN YOUR OWN

SESSIONS



you.


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COACHING

OVERVIEW

Coaching provides a personal and tailored approach to learning and development. It is particularly

beneficial where knowledge transfer is required for a small number of people or for very specific and

needs. One of the most powerful ways for a manager or a supervisor to improve performance is through

coaching those on their team. Coaching is now viewed as a fundamental part of a manager’s role.


This course is designed for anyone who wants to improve their coaching ability.


Introduction Benefits of coaching

Coaching in your role 15 minutes

Coaching

Analysing coaching needs and developing a coaching

plan

Communication and interpersonal skills for coaching

Overcoming common barriers to coaching

Evaluating coaching and learning and improving

effectiveness

Essentials

90 minutes

Coaching

practical

application

Practical exercises in coaching Fast Track

180 minutes

Enhancing

coaching

practical

application

Practical exercises in enhancing coaching Essentials

90 minutes

Review and

application Your action plan for improved coaching 15 minutes


Learn how to plan a coaching session to get the most out of the time and keep it on track

Develop skills to tailor coaching to build rapport with different people

Learn some strategies on how to track and assess competency development


Employees can keep knowledge within the organisation by coaching one another

Build staff competence with coaching to support employees moving into new roles or taking on

new responsibilities

Empower coaches by providing recognition that their knowledge is valuable to the organisation




PEO

PLE

MA

NA

GEM

EN

T

DELEGATION

OVERVIEW

Delegation is the ability to pass responsibility for the completion of a task to someone else. To be able to

effectively delegate you must be confident in the abilities of the person or team you are delegating to

can complete the task. This entails not only their personal competence to be able to complete the task

but also your ability to effectively communicate and direct them as to your expectations. Delegation is

a crucial skill for those who are taking on more responsibility but have limited capacity to add more

work to their load.


This course is designed for anyone who wants to improve their delegation skills.


Introduction Benefits of delegation

Delegation in your role 15 minutes

Delegation

Establishing delegation goals

Matching people’s capabilities to delegation tasks

Preparation for delegation

Carrying out delegation

Managing and monitoring delegate’s performance

Giving feedback for improved delegate performance

Essentials

90 minutes

Delegation

practical

application

Practical exercises in delegation Essentials

90 minutes

Review and

application Your action plan for improved delegation 15 minutes


Feel confident in being able to manage delegation so that work gets completed to a standard

that you are satisfied with

Free up your time by delegating work to others

Improve performance by delegating to others who have time to complete the work


Employees can share workloads with one another

Less duplication of work and effort

Better leadership within the organisation

Less time wasted

Reduced risk of accidents and mistakes

Managers have more time to manage others




PEO

PLE

MA

NA

GEM

EN

T

LEADERSHIP

OVERVIEW

An effective leader can “raise the standard” by modelling high standards and applying values. Their

leadership inspires and motivates others to work towards common goals. Leadership is important for

staff engagement as it enables team members to understand the purpose of their role.


This course is designed for anyone who wants to improve their leadership skills.


Introduction Characteristics of a successful leader 15 minutes

Leadership

mindset

Leadership styles

Focus on results

Make informed leadership decisions

Essentials

90 minutes

Presence of a

leader

Model high standards and values

Integrity and credibility

Implement leadership decisions

Essentials

90 minutes

Review and

application Your action plan for improved 15 minutes


Learn different styles of leadership and select style that suits you and your situation

See the results of a team that works together towards a common goal


Raise the standard of team performance

Use leadership to move business forward

Empower and motivate employees




PEO

PLE

MA

NA

GEM

EN

T

MANAGE A TEAM

OVERVIEW

Every team has goals, roles and responsibilities. The team’s ability to meet these is a signifier of their

performance. Team engagement can vary so team performance may fall below expectations. If this is

the case there are a range of strategies which can be put into place to develop commitment,

cooperation and cohesion from the team and subsequently improve performance.


This course is designed for anyone currently in or moving into a management or supervisory role.


Introduction The role of a manager 15 minutes

Team

relationships and

performance

Establishing team goals, roles and responsibilities

Team bonding

Using a strengths, weaknesses, opportunities and threats

(SWOT) analysis for team development

Managing and monitoring team performance

Liaising with management and other stakeholders

Understanding diversity

Essentials

90 minutes

Working as a

team

Analysing team competencies

Communicating in teams

Managing team dynamics

Collaboration

Ideas

Virtual and remote team management

Essentials

90 minutes

Team

engagement and

motivation

Motivating and energising a team

Developing team commitment, cooperation and

cohesion

Encouragement

Engagement

Culture

Essentials

90 minutes

Conflict

management

Managing issues and problems that occur in teams

Understanding and applying the conflict management

model

Differentiate underlying aims from what people are

asking for

Negotiate how to achieve those aims

Essentials

90 minutes

Review and



Motivate and energise your team

Gain commitment from your team

Communicate team performance to management and other stakeholders


Deal with performance management issues

Plan for improving performance

Clearer indication of team performance

Improve team performance




PEO

PLE

MA

NA

GEM

EN

T

MENTORING

OVERVIEW

Personal and professional development comes from learning and practising new skills in the workplace.

It is an important way for team members to remain engaged. It provides a sense of achievement when

a new set of skills, knowledge or competency are attained.


This course is designed for anyone who wants to improve their mentoring ability.


Introduction Your role as a mentor 15 minutes

Mentoring

Needs analysis

Creating a mentoring plans

Agreements and commitment

Communication and interpersonal skills a s a mentor

Roles in a mentoring relationships

Tracking progress

Ending mentoring relationship

Essentials

90 minutes

Mentoring

practical

application

Practical exercises in mentoring Essentials

90 minutes

Review and

application Your action plan for improved mentoring 15 minutes


Learn how to provide career guidance, personal support and independent feedback

Increase in “corporate” knowledge / wisdom

Personal fulfilment

Improved leadership and mentoring skills

Improved communication skills

Increased visibility and recognition as a “developer of people”


Increased employee commitment and retention

Organisational learning

Facilitation of change management

Breeding of uniform company culture

Improved productivity

Improved communication through business and breakdown of department barriers




PEO

PLE

MA

NA

GEM

EN

T

PEOPLE DEVELOPMENT

OVERVIEW

Personal and professional development comes from learning and practising new skills in the workplace.

It is an important way for team members to remain engaged. It provides a sense of achievement when

a new set of skills, knowledge or competency are attained.


This course is designed for people who are responsible for the development of others.


Introduction Improving performance through improving competency 15 minutes

How people learn

Learning models

Adult learning theory

Incorporating learning into workforce development

Learning styles

Building rapport

Essentials

90 minutes

Coaching


plan




effectiveness

Essentials

90 minutes

Mentoring

Needs analysis





Tracking progress


Essentials

90 minutes

Evaluating

learning and

development

Basic ways to assess performance

Monitoring individual development

Keeping useful learning and development records

Measuring return on investment (ROI) in learning

Essentials

90 minutes

Review and



Share knowledge in a structured way

Develop processes for new employees

Develop materials to improve quality and efficiency of knowledge transfer


Keep staff within the organisation

Keep knowledge within the organisation

Develop employee competence




PEO

PLE

MA

NA

GEM

EN

T

PERFORMANCE MANAGEMENT

OVERVIEW

Performance management looks at the output of an individual, team or organisation and evaluates it

(both in terms of quantity and quality) against certain performance standards. Where performance falls

below standards, strategies may be put in place to improve the level of performance. Where

performance is about expectations, these standards may be adjusted accordingly. Regular evaluation

and team commitment are both integral components of improving performance.


This course is designed for people are responsible for the performance management of others.


Introduction The role of a people manager

Qualities of an excellent people manager 15 minutes

Performance

plans

Developing performance plans and setting performance

standards

Allocating work

Workplace health and safety (WHS) and other legal

requirements affecting people management

Essentials

90 minutes

Assess and

address

performance

related issues

Assess and review performance

Dealing with issues and problems in teams

Essentials

90 minutes

Improving

performance

Coaching and mentoring to develop capabilities

Continuous improvement of performance

Essentials

90 minutes

Review and



Learn to set and communicate appropriate performance management standards

Deal with poor performance or staff issues


Team performance management systems implemented to support Human Resources (HR) function

Clear performance management standards implemented and managed across the organisation

Commit to continuously improving performance




PEO

PLE

MA

NA

GEM

EN

T

PRACTICAL MANAGEMENT SKILLS

OVERVIEW

The challenge of managing other people is both exciting and demanding. Managers (both new and

experienced) play a vital role in making sure that the team performs. Managers need good people skills

as well as a thorough understanding of the technical aspects of their work.


This course is suitable for anyone working in or moving into a management, supervisor or team leader

role.


Introduction Your role as a manager 15 minutes

Time

management for

managers

Plan and organise work

Balance work and life and manage stress

Manage Interruptions

Fast Track

180 minutes

Communication

skills for

managers

Adjust own style, tone, language and attitude

Overcome barriers to communication

Actively listen and give feedback

Manage difficult communication and conflict situations

Fast Track

180 minutes

Decision making


and stakeholders


Generate options



Essentials

90 minutes

Fundamentals of

people

management

Apply people skills

Delegate

Motivate people and teams

Manage performance

Resolve conflict and difficult situations

Fast Track

180 minutes

Managing people

and change

Apply the psychology of change

Overcome resistance to change

Apply emotional intelligence to change

Develop communication strategies for change

Develop team ownership for change

Essentials

90 minutes

Review and

application Your action plan for improved management 15 minutes


Learn how to manage your team to achieve goals

Build positive relationships with team members

Build team cohesion


Manage different personalities within a team


Provide team members with the skills they need to manage a team

Improve performance and productivity of teams with sound management

Remove barriers to allocation and completion of work

STANDARD COURSE DURATION 2 days



PEO

PLE

MA

NA

GEM

EN

T

TRAIN THE TRAINER

OVERVIEW

Being a workplace trainer is an interesting and often challenging role. You have to guide people

through a learning process and guide their behaviour and knowledge appropriately. At times it is a

difficult role and requires both clear thinking and good interpersonal skills. Trainers must be able to plan,

prepare, deliver and review training.


This course is suitable for people who conduct training as part of their role.


Introduction Your role as a trainer 15 minutes

How people learn

Learning models



Learning styles

Building rapport

Essentials

90 minutes

Training needs

analysis

Identifying training needs

Identifying competency development needs

Fast Track

180 minutes

Designing a

training session

Planning training approaches

Writing a training plan

Develop training methods

Fast Track

180 minutes

Facilitating a

training session

Preparing key training resources

Preparing participants for training

Presenting a training session

Fast Track

180 minutes

Evaluating

learning and

development





Essentials

90 minutes

Review and

application Your action plan for improved training skills 15 minutes


Become a confident workplace trainer

Develop skills without the need for a full qualification

Be prepared going into a training session

Deliver engaging training sessions


Consistent internal training

Knowledge retention

Set performance standards against training outcomes

Train staff internally with a professional and organised approach

STANDARD COURSE DURATION 2 days



STR

ATE

GIC

DEV

ELO

PM

EN

T

STRATEGIC

DEVELOPMENT A selection of courses for people wanting to improve strategic planning capabilities and develop

forward focused mindsets. Courses for strategic include change management, business case planning

and project management.

IMPROVEMENTS AND

CHANGE

Become a master problem solver with creative

ways to develop solutions.

DESIGN YOUR OWN

SESSIONS



you.


STR

ATE

GIC

DEV

ELO

PM

EN

T

BUSINESS CASE PLANNING

OVERVIEW

The ability to develop and implement business plans is a key requirement for all executives. Business

decisions must be based on clear targets and sound planning. Business case planning considers

potential outputs vs. planning inputs. It can be used in a range of business sectors such as Human

Resources (HR), Operations, Marketing and Sales.


This course is suitable for anyone planning to submit a business case to their team, manager or

organisation.


Introduction The value of business case planning in your role 15 minutes

Business case

planning

The purpose, format and qualities of a successful business

plan

The development process for business planning and

writing

Situational analysis approaches and tools

Consultation with stakeholders

Developing strategies into plans

Setting business targets and key performance indicators

(KPIs)

Marketing plans, Sales plans, HR plans, Resources plans,

Operations plans, Safety plans, Financial plans,

Contingency plans

Implementation and monitoring of business plans

Essentials

180 minutes

Business case

planning in

practice

Review and evaluate samples of business case plans

Practise business case planning 180 minutes

Review and



Learn how to create plans that will acquire buy in from stakeholders

Develop the skills to do a situational analysis

Gain insight into formats and key content for different types of plans


Receive business ideas as clear plans that can be evaluated and potentially implemented

providing business improvements to performance, productivity or innovation

Set clear expectations regarding business case plan content and format

Ensure business case plans include relevant information




STR

ATE

GIC

DEV

ELO

PM

EN

T

CHANGE MANAGEMENT

OVERVIEW

Change is driven in the workplace by increasing competitiveness, the rapid pace of technology and

customer and stakeholder expectations. Frontline managers have an active role in fostering this

change and stimulating innovation. They have a creative role in ensuring that individuals, the team

and the organisation gain from change, and that the customer benefits through improved products

and services.


This course is suitable for anyone who must manage an aspect of change within their team or

organisation.


Introduction The importance of change 15 minutes

Scoping change

Change in the organisation

Planning and implementing change

Identifying stakeholders

Essentials

90 minutes

Leading change

Communicating change

Managing risk in change

Using change and innovation to empower your team

Essentials

90 minutes

The effects of

change

Monitoring the effects of change

Dealing with issues that arise from change

Evaluating change

Essentials

90 minutes

Managing people

and change

Psychology of change

Overcoming Resistance

Emotional intelligence

Communication strategies

Develop team ownership

Essentials

90 minutes

Review and

application Your action plan for improved customer service 15 minutes


Lead your team onside with a positive change approach

Learn how to deal with roadblocks to change such as people’s perceptions

Improve performance by implementing change


Proactively adapt to client needs and wants

Ensure the organisation is responsive to changing market factors

Generate organisation buy in to change

Improve business agility




STR

ATE

GIC

DEV

ELO

PM

EN

T

CONTINUOUS IMPROVEMENT

OVERVIEW

There is an increasing need for organisations and their managers to continually raise their performance

level. Increased competition, raised customer expectations, powerful market forces, rapid technology

developments, rising standards and regulations all contribute to this pressure. A valuable management

approach that has demonstrated its effectiveness is Continuous Improvement. It helps managers to

implement continuous improvement systems and processes in the workplace that provide meaningful

and systematic improvements to the business.


This course is suitable for people who have an interest in improving performance.


Introduction The importance of continuous improvement in today’s

environment 15 minutes

Continuous

improvement

systems and

processes

Continuous improvement and the customer value chain

Lean manufacturing, lean service and Kaizen

A core model for continuous improvement including

useful tools

How to use knowledge management techniques to

document and communicate improvements

Ways to overcome problems that may affect continuous

improvement

Fast Track

180 minutes

Raising

performance

Raising performance levels and benchmarking

Team driven improvement and high performance teams

How to monitor and adjust performance

Further useful tools to measure and analyse performance

Essentials

90 minutes

Managing people

and change






Essentials

90 minutes

Review and

application

Your action plan for continuous improvement in the

workplace 15 minutes


Gain commitment from your team to improve performance

Create clear objectives and strategies for making workplace improvements

Prioritise improvements based on return on investment (ROI)


Enhance productivity and performance levels

Ensure a competitive organisation that is responsive to increased competition and customer

expectations

Identify key areas for organisational performance improvement

Allow team members to identify and manage the implementation of improvements




STR

ATE

GIC

DEV

ELO

PM

EN

T

PROJECT MANAGEMENT

OVERVIEW

Projects are jobs that have defined start and end dates. Unlike “business as usual” tasks, projects set out

to achieve certain criteria with limited resources such as time, budget and equipment. The ability to

manage these projects involves defining the project scope, keeping the resources within schedule and

budget and meeting any other parameters like safety and risk management.


This course is suitable for people who are involved in the management of projects within their team or

organisation.


Introduction

What is a project?

Stages in the life of a project

Role of a project manager

15 minutes

Define a project

Scoping the project, project stakeholders, delegating

authority and project parameters, responsibility and

reporting requirements, project relationship to other

projects and organisation objectives, resource availability

Essentials

90 minutes

Develop a project

plan

Project plan timelines, task breakdown and roles and

responsibilities, using project management tools, project

risk management plan, including workplace health and

safety (WHS), project budget development and

approval, team consultation on plan, plan finalisation

and approval

Essentials

90 minutes

Initiate,

administer and

monitor a project

Initiating a project and briefing the team, supporting the

team, record keeping, managing finances, resources

and quality, reporting, risk management, achieving

project deliverables

Essentials

90 minutes

Finalise and

review a project

Completing financial records, re-assigning staff,

completing documentation and sign offs, handover

Review outcomes and processes against plan, team

involvement in review, lessons learned, documenting and

reporting learning’s from the project

Essentials

90 minutes

Review and

application Your action plan for improved project management 15 minutes


Keep projects on track to meet budget and schedule

Learn to plan out a project

Understand and implement contingency planning

Use skills for any project – business or personal


Develop clear guidelines for projects

Appropriate reporting will be provided to relevant stakeholders

Clear key performance indicators (KPIs) for success or failure

STANDARD COURSE DURATION 1 day + optional practical application and review sessions



ESSEN

TIALS

AN

D F

AST TR

AC

K S

ESSIO

NS

SHORT SESSIONS 90 – 180 minute sessions

that provide a concise overview

of key principles involved with some

discussion, examples and case studies.


ESSEN

TIALS

AN

D F

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AC

K S

ESSIO

NS

COMMUNICATION SESSIONS

SESSION NAME CONTENT DURATION

Being a better

communicator

Relationship styles

Building rapport


Trust

Confidence & Assertiveness

Influence

Essentials

90 minutes

Business writing

Set realistic goals: informing and persuading

Plan an effective written communication – practical

exercises

Prepare information that adds value to the presentation

Apply clarity and conciseness in writing

Set the right tone and style

Write effectively – strategies, tips and hints for informing,

persuading and developing rapport

Use time-saving tips on using standard formats

Write effectively – practice and review sessions

Fast Track

180 minutes

Business writing

practical

application

Review and evaluate samples of business writing

Practice business writing

Fast Track

180 minutes

Communication

to build

relationships

Identify roles of relationship styles, emotions and attitudes

in communication


Adjust your own style, tone and language and for

different audiences

Develop EI in others

Essentials

90 minutes

Communication

skills for

managers

Adjusting own style, tone, language and attitude

Overcoming barriers to communication

Active listening and feedback

Managing difficult communication and conflict situations

Fast Track

180 minutes


ESSEN

TIALS

AN

D F

AST TR

AC

K S

ESSIO

NS

COMMUNICATION SESSIONS


How to work the

room

Interact with your audience

Answer questions and handle difficult questions and

objections – audience management

Maintaining engagement

Gaining buy-in

Managing disruptors

Essentials

90 minutes

Overcoming

barriers to

communication

Language barriers

Using the right medium to communicate

Planning communication for clear, concise and accurate

information

Making the time to communicate

Essentials

90 minutes

Pitching to the

right audience

Presenting effectively – practice and review sessions

including video feedback

Evaluating your own presentation

Essentials

90 minutes

Present with

confidence

Selecting content, resources and structure to suit your

audience and presentation style

Visual aids and documentation – apply tips on using

PowerPoint, flipcharts, white boards and handouts as

appropriate

Present the total message – body language, voice

(tone/pitch/speed/inflection/breathing), eye contact

Essentials

90 minutes

Storytelling for

your audience

Identifying your audience

Purpose of your presentation; inform, persuade or call to

action

Powerful opening and closing in a presentation

Gathering information

Essentials

90 minutes

Understanding

communication

Types of communication

Elements of communication

Types of communicators

Situations when we communicate – meetings, email,

presentations, networking

Essentials

90 minutes


ESSEN

TIALS

AN

D F

AST TR

AC

K S

ESSIO

NS

PERSONAL EFFECTIVENESS SESSIONS


Advanced

techniques for

negotiation

Identifying and using power in negotiation

Plan strategies and tactics

Gaining concessions

Essentials

90 minutes

Confidence and

assertiveness

The secrets of confidence, self-esteem and self-worth

Overcoming barriers to professional confidence

Staying calm and composed in professional situations

Communication strengths and weaknesses

Strategies for dealing confidently with difficult work

situations and difficult people at work

Fast Track

180 minutes

Decision Making

Essentials


and stakeholders


Generate options



Essentials

90 minutes

Decision Making

in practice

Practical exercises and examples in applying decision

making essentials

Practical

90 minutes

Developing your

capabilities

Develop your capabilities

Continuously improve your time use

Balance work and life

Essentials

90 minutes

Essential

principles of

negotiation

Flexible negotiation styles

Needs and wants in negotiation situations

Balancing power

Setting objectives

The negotiation process

Essentials

90 minutes

Goal setting

Set goals and targets

Select Individual and organisational priorities

Stay focused on important outcomes

Essentials

90 minutes

Healthy living

Fuelling your body – healthy eating

Being active

Sleep

Essentials

90 minutes

Improving

personal

emotional

intelligence

Personal competence in emotional intelligence

Impact of own emotions on others

Self-awareness: Knowing one’s internal states, preferences,

resources and intuitions Self-regulation: Managing one’s internal states, impulses and

resources

Motivation: Emotional tendencies that guide or facilitate

reaching goals

Essentials

90 minutes

Keeping a level

head during a

negotiation

Assertiveness in negotiated agreements

Staying calm

Essentials

90 minutes


ESSEN

TIALS

AN

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AC

K S

ESSIO

NS

PERSONAL EFFECTIVENESS SESSIONS


Negotiation

practical

application

Practice negotiations with peers Essentials

90 minutes

Problem Solving

Essentials

Define, assess and research the problem

Identify causes and drivers of the problem

Identify, test, research a hypothesis to help solve the

problem

Select and implement solution

Monitor and evaluate results

Essentials

90 minutes

Problem Solving

in practice

Practical exercises and examples in applying problem

solving essentials

Practical

90 minutes

Resilience

Resilient mindset

Knowing when to stop

Managing your internal dialogue

Building resilience in others

Essentials

90 minutes

Stress

management


Reduce the external stressors through better work focus

and organisation



Fast Track

180 minutes

Team culture

Building a team culture by applying social competencies

of empathy and social skills

Recognise and appreciate the emotional strengths and

weaknesses of others

Promote development of emotional intelligence within

the team culture

Use emotional intelligence to maximise team outcomes

Fast Track

180 minutes

Time

management for

managers

Planning including prioritising

Organising work

Stress management

Balancing work and life

Deadlines

Meetings

Scheduling

Interruptions

Email protocols

Fast Track

180 minutes

Time

management

principles

Use SMART strategies and tools

Plan and prepare thoroughly

Use technology including email use

Manage time wasters and interruptions

Manage time in meetings


Apply the psychology of time management

Fast Track

180 minutes

Understanding

emotional

intelligence

Personal Competence and Social competence in


The five competencies of emotional intelligence (self-

awareness, self-regulation, motivation, empathy and

interactive social skills)

Essentials

90 minutes


ESSEN

TIALS

AN

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AC

K S

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NS

CLIENT RELATIONSHIPS AND CUSTOMER SERVICE

SESSIONS


Communicating

with clients

Adjust communication styles and methods to clients

Establish and build rapport with clients


Customer feedback

Potential barriers to communication

Essentials

90 minutes

Creating a

consistent

customer

experience

Key performance indicators (KPIs) of customer service

Identifying and agreeing customer service processes and

specifications

Managing customer relations and client relationship

management (CRM) systems

180 minutes

Managing a

customer

service team

Coaching and mentoring your team for customer service

Optimising buy-in from your team for your customer

service focus

Assessing team performance

Using feedback to review and improve customer service

Essentials

90 minutes

Networking

Benefits of networks

Who to network with

Techniques for building relationships

Referrals

Keeping records of networks

Essentials

90 minutes

Overcoming

customer

service

problems

Customer service problems and issues you face


Addressing poor feedback

Essentials

90 minutes

Who are your

clients?

Defining internal and external customers

The customer value chain

Understanding customer needs and expectations

Features and perceived benefits of products and services

Market segmentation and customer expectations

Essentials

90 minutes


ESSEN

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AN

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AC

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NS

OPERATIONAL MANAGEMENT SESSIONS


Designing and

building efficient

systems

Developing operational plans that align with

organisational objectives

Consultation in the preparing of plans

Developing key performance indicators (KPIs) and/or

other suitable measures

Assessing risk and preparing contingency plans

Essentials

90 minutes

Knowledge

management

Monitoring of operational performance

Monitoring budgets, productivity and profit

Communicating plans, systems and processes to the team

Essentials

90 minutes

Making plans

and systems

more efficient

Addressing poor performance

Providing mentoring and/or coaching for resource use

Negotiating changes to operational plans

Reporting and maintaining records

Essentials

90 minutes

Resource

management

Analysing resource needs

Selecting and acquiring resources

Preparing presentations for resource proposals

Resource management

Essentials

90 minutes

Risk

management

Types of risk

Risk identification processes

How to analyse and evaluate risks

Risk removal, control and treatment

Processes to monitor and review the effectiveness of risk

treatment and control

Fast Track

180 minutes


ESSEN

TIALS

AN

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AC

K S

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NS

LEADERSHIP AND MANAGEMENT SESSIONS


Assess and

address

performance

related issues

Assess and review performance

Dealing with issues and problems in teams

Essentials

90 minutes

Conflict

management

Managing issues and problems that occur in teams

Understanding and applying the conflict management

model

Differentiate underlying aims from what people are asking

for

Negotiate how to achieve those aims

Essentials

90 minutes

Delegation

Establishing delegation goals

Matching people’s capabilities to delegation tasks

Preparation for delegation

Carrying out delegation

Managing and monitoring delegate’s performance

Giving feedback for improved delegate performance

Essentials

90 minutes

Delegation

practical

application

Practical exercises in delegation Essentials

90 minutes

Fundamentals of

people

management

People skills

Delegation

Motivation

Performance management

Resolving conflict and difficult situations

Fast Track

180 minutes

Improving

performance

Coaching and mentoring to develop capabilities

Continuous improvement of performance

Essentials

90 minutes

Leadership

mindset

Leadership styles

Focus on results

Make informed leadership decisions

Essentials

90 minutes

Manage

meetings

Scheduling

Running focused and efficient team meetings

Essentials

90 minutes


ESSEN

TIALS

AN

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AC

K S

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NS

LEADERSHIP AND MANAGEMENT SESSIONS


Managing

people and

change






Essentials

90 minutes

Manage

performance

through feedback

Planning and preparing to give feedback

Providing feedback that is concise, clear and accurate

Agreeing and documenting ways to improve

performance or conduct

Monitoring progress on performance or behaviour

change

Follow up conversations

Fast Track

180 minutes

Performance

plans

Developing performance plans and setting performance

standards

Allocating work

Workplace health and safety (WHS) and other legal

requirements affecting people management

Essentials

90 minutes

Performance

reviews and

feedback

Motivating to build support and commitment

People management styles

Essentials

90 minutes

Presence of a

leader

Model high standards and values

Integrity and credibility

Implement leadership decisions

Essentials

90 minutes

Team

engagement

and motivation

Motivating and energising a team

Developing team commitment, cooperation and

cohesion

Encouragement

Engagement

Culture

Essentials

90 minutes

Team

relationships and

performance

Establishing team goals, roles and responsibilities

Team bonding

Using a strengths, weaknesses, opportunities and threats

(SWOT) analysis for team development

Managing and monitoring team performance

Liaising with management and other stakeholders

Understanding diversity

Essentials

90 minutes

Working as a

team

Analysing team competencies

Communicating in teams

Managing team dynamics

Collaboration

Ideas

Virtual and remote team management

Scheduling

Running focused and efficient team meetings

Essentials

90 minutes


ESSEN

TIALS

AN

D F

AST TR

AC

K S

ESSIO

NS

PEOPLE DEVELOPMENT SESSIONS


Coaching


plan




effectiveness

Essentials

90 minutes

Coaching

practical

application

Practical exercises in coaching Fast Track

180 minutes

Designing a

training session

Planning training approaches

Writing a training plan

Develop training methods

Fast Track

180 minutes

Enhancing

coaching

practical

application

Practical exercises in enhancing coaching Essentials

90 minutes

Evaluating

learning and

development





Essentials

90 minutes

Facilitating a

training session

Preparing key training resources

Preparing participants for training

Presenting a training session

Fast Track

180 minutes

How people

learn

Learning models



Learning styles

Building rapport

Essentials

90 minutes

Mentoring

Needs analysis





Tracking progress


Essentials

90 minutes

Mentoring

practical

application

Practical exercises in mentoring Essentials

90 minutes

Training needs

analysis

Identifying training needs

Identifying competency development needs

Fast Track

180 minutes


ESSEN

TIALS

AN

D F

AST TR

AC

K S

ESSIO

NS

IMPROVEMENTS AND CHANGE SESSIONS


Business case

planning

The purpose, format and qualities of a successful

business plan

The development process for business planning and

writing

Situational analysis approaches and tools

Consultation with stakeholders

Developing strategies into plans

Setting business targets and key performance

indicators (KPIs)

Implementation and monitoring of business plans

Essentials

180 minutes

Continuous

improvement

systems and

processes

Continuous improvement and the customer value

chain

Lean manufacturing, lean service and Kaizen

A core model for continuous improvement including

useful tools

How to use knowledge management techniques to

document and communicate improvements

Ways to overcome problems that may affect

continuous improvement

Fast Track

180 minutes

Define a project

Scoping the project, project stakeholders, delegating

authority and project parameters, responsibility and

reporting requirements, project relationship to other

projects and organisation objectives, resource

availability

Essentials

90 minutes

Develop a

project plan

Project plan timelines, task breakdown and roles and

responsibilities, using project management tools,

project risk management plan, including workplace

health and safety (WHS), project budget

development and approval, team consultation on

plan, plan finalisation and approval

Essentials

90 minutes

Finalise and

review a project

Completing financial records, re-assigning staff,

completing documentation and sign offs, handover

Review outcomes and processes against plan, team

involvement in review, lessons learned, documenting

and reporting learning’s from the project

Essentials

90 minutes


ESSEN

TIALS

AN

D F

AST TR

AC

K S

ESSIO

NS

IMPROVEMENTS AND CHANGE SESSIONS


Initiate,

administer and

monitor a

project

Initiating a project and briefing the team

Supporting the team

Record keeping

Managing finances, resources and quality

Reporting

Risk management

Achieving project deliverables

Essentials

90 minutes

Leading change

Communicating change

Managing risk in change

Using change and innovation to empower your team

Essentials

90 minutes

Raising

performance

Raising performance levels and benchmarking

Team driven improvement and high performance teams

How to monitor and adjust performance

Further useful tools to measure and analyse performance

Essentials

90 minutes

Scoping change

Change in the organisation

Planning and implementing change

Identifying stakeholders

Essentials

90 minutes

The effects of

change

Monitoring the effects of change

Dealing with issues that arise from change

Evaluating change

Essentials

90 minutes


QUALIFICATIONS

AND PROGRAMS Programs that consist of 3 or more components that

develop skills, competency and confidence


QU

ALIF

ICA

TION

S

QUALIFICATIONS A range of qualifications and programs designed to improve ability to plan and manage

improvements and change.

LEADERSHIP &

MANAGEMENT

Build, manage and lead teams that are

engaged, hard working and deliver exceptional

results.


QU

ALIF

ICA

TION

S

CERTIFICATE IV IN LEADERSHIP & MANAGEMENT

BSB42015

CERTIFICATE IV LEADERSHIP AND MANAGEMENT OVERVIEW

Team leaders, supervisors and frontline managers have a significant role within their organisation. It is

their role to inspire and motivate their team whilst ensuring work tasks are assigned and completed

according to performance standards. In increasingly competitive and fast changing times frontline

managers have a major responsibility to ensure that teams deliver quality services and products.

FMI has consulted with a range of clients to design this powerful and challenging program to develop

recognised competencies for frontline and other managers through learning and practical workplace

practice. This is a nationally accredited Australian qualification.

WHO THIS QUALIFICATION IS USEFUL FOR

This qualification is useful for frontline managers, team leaders and supervisors. For this qualification

people should be in a role where they can demonstrate responsibility for a team or business unit’s

performance. They should be fairly self-directed and autonomous, working under broad guidance.

ENTRY REQUIREMENTS

There are no educational pre-requisites to enter into this course. However, participants are expected to

have the language, literacy and numeracy skills to communicate clearly with their team members and

to read and understand workplace policy and procedures and relevant legislation.

STANDARD DURATION

FMI generally recommends participants take 12 to 24 months to complete this qualification. The

program can be completed sooner depending on experience and Recognition of Prior Learning (RPL).

The maximum duration is 24 months.

PROGRAM ASSESSMENT

There are a total of 6 practical assessments which not only build competency, but also provide a

portfolio of work for participants to demonstrate their leadership and management capability to assist in

future career development.

In addition, the structure of the program works to enhance networks between learners, their peers and

their managers. FMI champions a model using mentors to support learners through their development in

the program.

Participants are given unlimited options to resubmit in order to gain competency. The assessor provides

detailed feedback on their submission and a free helpline is provided for assessment advice.

DELIVERY OPTIONS

Standard program 11 days + optional practical application and review sessions

Open learning program Sessions delivered via open learning

Coaching Sessions delivered via a combination of coaching and open learning

Blended program Sessions delivered via a combination of face to face, coaching and

open learning

Enhancement options Tailored content | Additional courses | Graduation and review

sessions| Coaching | Customised assessments


QU

ALIF

ICA

TION

S

CERTIFICATE IV IN LEADERSHIP & MANAGEMENT

BSB42015

MODULE STRUCTURE, KEY LEARNING CONTENT AND ASSESSMENT UNITS OF COMPETENCY

MODULE KEY LEARNING CONTENT SESSIONS ASSESSMENT

1. Personal

planning and

time

management

Goal setting

Time management principles

Developing your capabilities

BSBWOR404 Develop

work priorities

2. Communicate

as a leader

Understanding communication

Communication to build relationships

Overcoming barriers to communication

Being a better communicator: Effective

listening and feedback

Emotional intelligence model

Personal emotional intelligence

Team culture

BSBLDR401

Communicate effectively

as a workplace leader

3. Implementing

workplace

systems

Designing and building efficient systems

Resource management

Making plans and systems more efficient

Knowledge management

Risk management

BSBMGT402 Implement

operational plan

BSBINM401 Implement

workplace information

system

BSBRSK401 Identify risk

and apply risk

management processes

4. Leading people

Leadership mindset

Presence of a leader

Team relationships and performance

Working as a team

Team engagement and motivation

Conflict management

BSBMGT401 Show

leadership in the

workplace

BSBLDR403 Lead team

effectiveness

BSBLDR402 Lead

effective workplace

relationships

5. Improving

customer service

and client

relationships

Who are your clients?

Overcoming customer service problems

Managing a customer service team

Communicating with clients

Creating a consistent customer

experience

Networking

BSBCUS401 Coordinate

implementation of

customer service

strategies

BSBREL402 Build client

relationships and business

networks

6. Practical

improvement

projects

Continuous improvement systems and

processes

Raising performance

Managing people and change

Define a project

Develop a project plan

Initiate, administer and monitor a project

Finalise and review a project

BSBMGT403 Implement

continuous improvement

BSBPMG522 Undertake

project work

11 days 12 units of competency


QU

ALIF

ICA

TION

S

DIPLOMA OF LEADERSHIP & MANAGEMENT

BSB51915

DIPLOMA OF LEADERSHIP AND MANAGEMENT OVERVIEW

Frontline managers and managers in a leadership position have a significant role to plan and

implement work, inspire and motivate their team and ensure work tasks are assigned and completed

according to performance standards. In increasingly competitive and fast changing times frontline

managers have a major responsibility to ensure that teams deliver quality services and products.

FMI has consulted with a range of clients to design this powerful and challenging program to develop

recognised competencies for frontline and other managers through learning and practical workplace

practice. This is a nationally accredited Australian qualification.


This qualification is useful for frontline managers, and other managers or people moving into these roles.

For this qualification people should be in a role where they can demonstrate responsibility for a team or

business unit’s performance. They should be fairly self-directed and autonomous, working under broad

guidance.

ENTRY REQUIREMENTS




STANDARD DURATION

FMI generally recommends participants take 12 to 24 months to complete this qualification. The

program can be completed sooner depending on experience and Recognition of Prior Learning (RPL).

The maximum duration is 24 months.

PROGRAM ASSESSMENT






the program.



DELIVERY OPTIONS





open learning




QU

ALIF

ICA

TION

S

DIPLOMA OF LEADERSHIP & MANAGEMENT

BSB51915



Personal

planning

1 day

Goal setting

Time management principles

Developing your capabilities

BSBWOR501 Manage personal

work priorities and professional

development

Communication

and emotional

intelligence

3 days


Communication to build

relationships

Overcoming barriers to

communication

Being a better communicator:

Effective listening and feedback

Emotional intelligence model

Personal emotional intelligence

Team culture

The art of storytelling

Present with confidence

Pitching to the right audience

How to work the room

BSBLDR503 Communicate with

influence

BSBLDR501 Develop and use


Workplace

systems

2 days

Designing and building efficient

systems

Resource management

Making plans and systems more

efficient


Risk management

BSBMGT517 Manage operational

plan

BSBINM501 Manage an

information or knowledge

management system

BSBRSK501 Manage risk

Managing and

leading

3 days

Leadership mindset


Team relationships and

performance

Working as a team


Conflict management

Performance plans

Performance reviews and feedback

Assess and address performance

related issues

Improving performance

BSBWOR502 Lead and manage

team effectiveness

BSBMGT502 Manage people

performance

BSBLDR502 Lead and manage

effective workplace relationships

Customer

experience

1 day

Who are your clients?

Overcoming customer service

problems

Managing a customer service team

BSBCUS501 Manage quality

customer service

Improvement

projects

2 days

Continuous improvement systems

and processes

Raising performance

Managing people and change

Define a project

Develop a project plan

Initiate, administer and monitor a

project

Finalise and review a project

BSBMGT516 Facilitate continuous

improvement

BSBPMG522 Undertake project

work



QU

ALIF

ICA

TION

S

KEY MANAGEMENT SKILL SET

BSBSS00043

KEY MANAGEMENT SKILL SET OVERVIEW

The FMI Key Management Skill Set is a fast, practical and effective way to develop people to

supervisory level. The program covers essential leadership skills that can be applied directly to

leadership in the workplace. It is ideal for people newly promoted to the position of supervisor or team

leader.

The program helps participants develop the skills and strategies to develop team performance goals

and performace indicators. It also gives practical insight in planning, implementing, monitoring and

recording key performance to achieve business plans. Participants will also develop useful tools for

team and project planning that can be applied directly in the workplace.

The program is nationally recognised as a Key Management Skill Set. The competencies meet the basic

industry requirments for a supervisor. The Key Management Skill Set is the ideal qualification for a new

supervisor.

Upon completion of the program participants can choose to map course units to a higher level of study

such as the Certificate IV in Frontline Management or Diploma of Management.


All team leaders, supervisors, frontline managers, who are either newly promoted or about to be

promoted or experienced supervisors who require formal recognition and enhancement of their skills.

ENTRY REQUIREMENTS




STANDARD DURATION

FMI generally recommends participants take up to 6 months to complete this qualification. The

program can be completed sooner depending on experience and Recognition of Prior Learning. The

maximum duration is 12 months.

PROGRAM ASSESSMENT






the program.



DELIVERY OPTIONS





open learning




QU

ALIF

ICA

TION

S

KEY MANAGEMENT SKILL SET

BSBSS00043



Workplace

systems

1 day


systems

Resource management


efficient


Risk management

BSBMGT402 Implement

operational plan

Managing and

leading

2 day

Leadership mindset



performance

Working as a team


Conflict management

BSBLDR403 Lead team

effectiveness

BSBMGT401 Show leadership in

the workplace



QU

ALIF

ICA

TION

S

TEAM LEADER SKILL SET

BSBSS00063

TEAM SKILL SET OVERVIEW

The FMI Team Leader Skill Set is a fast, practical and effective way to develop people who are new or

emerging leaders at the team leader level. The program covers essential leadership skills that can be

applied directly to leadership in the workplace.

The program helps participants develop the skills and strategies to communicate effectively, ensure

team performance and develop effective relationships in the workplace. It also develops capabilities to

implement operational plans.

The program is nationally recognised as the Team Leader Skill Set. The competencies meet the basic

industry requirments for an emerging or new team leader. The Team Leader Skill Set is the ideal

qualification for an emerging team leader.

Upon completion of the program participants can choose to map course units to a higher level of study

such as the Certificate IV in Frontline Management or Diploma of Management.


All emerging or new team leaders or supervisors who are either newly promoted or about to be

promoted.

ENTRY REQUIREMENTS




STANDARD DURATION

FMI generally recommends participants take up to 6 months to complete this qualification. The

program can be completed sooner depending on experience and Recognition of Prior Learning. The

maximum duration is 12 months.

PROGRAM ASSESSMENT






the program.



DELIVERY OPTIONS





open learning




QU

ALIF

ICA

TION

S

TEAM LEADER SKILL SET

BSBSS00063



Communication

1 day


Communication to build

relationships

Overcoming barriers to

communication

Being a better communicator:

Effective listening and feedback

BSBLDR401 Communicate

effectively as a workplace leader

Workplace

systems

1 day


systems

Resource management


efficient


Risk management

BSBMGT402 Implement

operational plan

Managing and

leading

2 days

Leadership mindset



performance

Working as a team


Conflict management

BSBLDR403 Lead team

effectiveness

BSBLDR402 Lead effective

workplace relationships



TAILO

RED

PR

OG

RA

MS

TAILORED

PROGRAMS FMI can design and deliver programs that drive results that are relevant for your organisation.

DESIGN YOUR OWN

SESSIONS



you.


TAILO

RED

PR

OG

RA

MS

TAILORED PROGRAMS

FMI partners with organisations to tailor training courses, modules and programs to meet specific

organisational requirements. Tailored programs can also involve:

Joint delivery by FMI presenters and the organisation’s own subject matter experts or own

facilitators.

Integrating organisation specific content and systems

Aligning with performance management standards or KPIs

TAILORING PROCESS

FMI follows a five stage process in order to create and deliver programs for clients. This includes:

FMI tailors a wide range of leadership and management areas across all sectors of business,

commerce, government, community and health.

Content is delivered using a variety of modes such as face to face training, digital content, work based

activities and case studies. With the ability to deliver face to face training anywhere we are committed

to providing the best possible experience for our clients in a supportive and enjoyable environment.

Most training is delivered on site or in a selected venue.

FMI provides advice on the process of designing and tailoring programs and have published a guide to

it. If you would like to request a copy of the whitepaper Guide to Designing Management Programs and

Courses please contact FMI.

Analysis Design Delivery Workplace

action Evaluate ROI

Content designed in house

•All FMI learning materials are written inhouse

•Extensive research

•Integrate psychology

•Range of case studies

•Filter information into core principles

•Able to tailor content for different learning styles and situations

Learning and performance support

•Expert facilitators with industry knowledge and experience

•Experienced coaches

• Written learning guides

•30 minute coaching sessions

•FMI assessment support help line

•Feedback from assessors

Practical workplace application

•All FMI courses and sessions include setting goals

•Application projects to apply concepts to work environment

•Assessments designed to deliver ROI to individual and organisation

Building networks

•Structured to enhance relationship with manager or mentor

•Practical activities designed to build networks with peers

•Feedback and support from FMI


INDEX OF COURSES AND SESSIONS

PERSONAL DEVELOPMENT TYPE DURATION PAGE

COMMUNICATION

Being a better communicator Session 90 minutes 36

Business writing Session 180 minutes 36

Business writing practical application Session 180 minutes 36

Business writing skills Course 1 day 6

Communication Course 1 day 7

Communication skills for managers Session 180 minutes 36

Communication to build relationships Session 90 minutes 36

How to work the room Session 90 minutes 37

Overcoming barriers to communication Session 90 minutes 37

Pitching to the right audience Session 90 minutes 37

Present with confidence Session 90 minutes 37

Presentation skills Course 1 day 11

Storytelling for your audience Session 90 minutes 37

Understanding communication Session 90 minutes 37

PERSONAL EFFECTIVENESS

Advanced techniques for negotiation Session 90 minutes 38

Confidence and assertiveness Session 90 minutes 38

Decision making and problem solving Course 1 day 8

Decision Making Essentials Session 90 minutes 38

Decision Making in practice Session 90 minutes 38

Developing your capabilities Session 90 minutes 38

Emotional intelligence Course 1 day 9

Essential principles of negotiation Session 90 minutes 38

Goal setting Session 90 minutes 38

Healthy living Session 90 minutes 38

Improving personal emotional intelligence Session 90 minutes 38

Keeping a level head during a negotiation Session 90 minutes 38

Negotiation practical application Session 90 minutes 39

Negotiation skills Course 1 day 10

Problem Solving Essentials Session 90 minutes 39

Problem Solving in practice Session 90 minutes 39

Resilience Session 90 minutes 39

Stress management Course Half day 12

Team culture Session 180 minutes 39

Time management Course 1 day 13

Time management for managers Session 180 minutes 39

Time management principles Session 180 minutes 39

Understanding emotional intelligence Session 90 minutes 39

Wellbeing at work Course 1 day 14



OPERATIONAL MANAGEMENT TYPE DURATION PAGE

CLIENT RELATIONSHIPS AND CUSTOMER SERVICE

Client relationships Course 1 day 16

Communicating with clients Session 90 minutes 40

Creating a consistent customer experience Session 180 minutes 40

Customer service Course 1 day 17

Managing a customer service team Session 90 minutes 40

Networking Session 90 minutes 40

Overcoming customer service problems Session 90 minutes 40

Who are your clients? Session 90 minutes 40

OPERATIONAL MANAGEMENT

Designing and building efficient systems Session 90 minutes 41

Knowledge management Session 90 minutes 41

Making plans and systems more efficient Session 90 minutes 41

Operational plans and systems Course 1 day 18

Resource management Session 90 minutes 41

Risk management Course Half day 19

Risk management Session 180 minutes 41



PEOPLE MANAGEMENT DURATION PAGE

LEADERSHIP AND MANAGEMENT

Assess and address performance related

issues 90 minutes 42

Conflict management 90 minutes 42

Delegation 1 day 22

Delegation 90 minutes 42

Delegation practical application 90 minutes 42

Fundamentals of people management 180 minutes 42

Improving performance 90 minutes 42

Leadership Half day 23

Leadership mindset 90 minutes 42

Manage a team 1 day 24

Manage meetings 90 minutes 42

Managing people and change 90 minutes 43

Performance management 1 day 27

Performance plans 90 minutes 43

Performance reviews and feedback 90 minutes 43

Practical management skills 2 days 28

Presence of a leader 90 minutes 43

Team engagement and motivation 90 minutes 43

Team relationships and performance 90 minutes 43

Working as a team 90 minutes 43

PEOPLE DEVELOPMENT

Coaching 1 day 21

Coaching 90 minutes 44

Coaching practical application 180 minutes 44

Designing a training session 180 minutes 44

Enhancing coaching practical application 90 minutes 44

Evaluating learning and development 90 minutes 44

Facilitating a training session 180 minutes 44

How people learn 90 minutes 44

Mentoring Half day 25

Mentoring 90 minutes 44

Mentoring practical application 90 minutes 44

People development 1 day 26

Train the trainer 2 days 29

Training needs analysis 180 minutes 44



STRATEGIC DEVELOPMENT DURATION PAGE

IMPROVEMENTS AND CHANGE

Business case planning 1 day 31

Business case planning 180 minutes 45

Change management 1 day 32

Continuous improvement 1 day 33

Continuous improvement systems and

processes 180 minutes 45

Define a project 90 minutes 45

Develop a project plan 90 minutes 45

Finalise and review a project 90 minutes 45

Initiate, administer and monitor a project 90 minutes 46

Leading change 90 minutes 46

Project management 1 day 34

Raising performance 90 minutes 46

Scoping change 90 minutes 46

The effects of change 90 minutes 46

QUALIFICATIONS AND PROGRAMS TYPE DURATION PAGE

QUALIFICATIONS

Certificate IV in Leadership and

Management BSB42015 Qualification 11 days 49

Diploma of Leadership and Management

BSB51915 Qualification 12 days 51

Key Management Skill Set BSBSS00043 Qualification 3 days 53

Team Leader Skill Set BSBSS00063 Qualification 4 days 55

PROGRAMS

Tailored programs Program 1 – 30 days 58


CONTACT AND ENQUIRIES

Should you have any questions please don’t hesitate to contact us.

Frontline Management Institute

Phone: +61 2 9660 0199

Email: [email protected]

Web: www.frontlinemanagementinstitute.com.au

Postal Address: PO Box 840, Broadway NSW 2007 Australia

Documents

CONTENTS · 2016. 5. 5. · Emotional intelligence increases awareness of verbal and physical cues such as tone, intonation, facial expressions and body language. Being able to read