If you want to work in frontline management and be an effective team leader who can improve profitability and strategic outcomes, this online professional development program is ideal for you.
The Certificate of Frontline Management will provide you with the skills and knowledge required by supervisors, team leaders and operational managers. You will learn how to develop key result areas (KRAs) and key performance indicators (KPIs) and standards.
In this frontline management course you will also learn how to manage quality customer service, manage budgets and financial plans and manage people performance. You will discover the strategies critical to developing teams and individuals and how to promote team effectiveness.
On successful completion of this course, you will feel confident to manage frontline operations and apply your newly acquired leadership skills to improve profitability and performance for a company or organisation.
Unit 1 - Manage business operational plans
Establish operational plan
Developing contingency plans
Explain plan to work teams
Recruitment and induction
Acquisition of physical resources
Monitor profit and productivity plans
Managing under performance
Support for individuals and teams
Variations to operational plans
Budget and financial forecasts
Quantifiable performance objectives
Legislation and regulations
Fair trading laws and work health and safety
Unit 2 - Lead team effectiveness
Achieving team outcomes
Team roles and objectives
Vision and missions
Develop team cohesion
High performance teams
Diversity and team effectiveness
Team leader’s role
Facilitate team work
Liaise with management
Unit 3 - Manage organisational customer service
Identify customer service requirement
Integrate customer feedback into the business plan
Deliver product/service according to customer specifications
Legislation and regulatory requirements
Monitor and assess team performance
Procedures, polices and measurement criteria
Performance management and measurements
Support colleagues to meet customer service standards
Leadership and supervision
Training, coaching and buddy systems
Targets and standards
Collecting customer feedback
Addressing problems promptly
Record keeping systems
Key principles of public relations
Unit 4 - Manage budgets and financial plans
Access budgets and clarify financial plans
Evaluating a budget
Clarify financial plans
Negotiate changes to financial plans
Communicating budgets and plans to team members
Providing support to others
Systems and training
Monitor expenditure and control costs
Reporting the budget and expenditure
Graphs and charts and extracting information
Reviews and improvements
Improvements to financial management processes
Implementing and evaluating improvements
Basic accounting principles
Debits and credits
The account equation
Types of budgets and financial plans
Legislation and ATO requirements
List of taxation types
Financial record keeping
Records required by ATO
Auditing and legal requirements
Managing work teams
Unit 5 - Manage people performance
Work allocation and resources available
Develop work plans
Organisational and strategic plans
Key performance indicators (KPI’s)
Agreement and measurement
Review performance management processes
Management and staff training
Electronic review process
Monitor and evaluate performance
Managing poor performance
Structured feedback sessions
Performance improvement and develop plans
Planning, negotiations, plans and records
Causes of poor performance
Responding to underperforming individuals
Reinforcing performance excellence
Giving positive feedback
Unit 6 - Demonstrate leadership in the workplace
The role of a manager
Qualities of positive management performance
Positive attitude, being enthusiastic, accepting responsibility
Reasons workers rely on management
Performance management plans
Evaluations and performance management systems
Linking PM with organisational goals
Organisational standards and values
Vision and mission statements
Building and maintaining trust with team
Culture and credibility
Managing issues and problems
Internal and external information
Quantifiable data and qualitive data
Generating useful information
Decision making processes
Participatory decision making
Involving employees in decision making
Preparing action plans
Six basic leadership theories
Common leadership styles
Unit 7 - Support the learning and development of teams and individuals
Collect performance information
Individual and team learning development needs
Conducting a skills audit
Training needs analysis (TNA)
Organisational policies, plans and procedures
Confirm learning plans meet needs
Designing learning plans
Self-evaluation for areas on improvement
Self-assessment against job specification
Competence and types of knowledge
Determining learning plan goals and objectives
Techniques for team development and improvement
Learning style preferences
Elements of learning and facilitation
Effective learning requirements
Manage relevant resources and timelines
Monitoring and learning
Maintain records and reports of competency
Estimated duration 100 hours
Course Delivery and Start
Start anytime, self-paced and 100% online
Assessment will be comprised of written exercises, including short-answer questions, reflective tasks, short reports and/or projects. There are no examinations or due dates for assessment. As a result, you can complete training in your own time and at your own pace with the assistance of unlimited tutor support.
I enjoyed the course very much and the way it was set out made it easy to do it step by step.
S. Kay, NSW | Certificate of Frontline Management
I really enjoyed this short course and will be enrolling into more courses shortly
J. Thomas, Port Hedland, WA | Certificate of Frontline Management
A positive experience with knowledge gained that will stand me in good stead in my current job
L. Bevan, Grays Point, NSW | Certificate of Frontline Management
Why Choose Australian Online Courses?
Professional development that is widely recognised and respected;
Improve your employment opportunities;
Study online, anywhere via our elearning system;
High-quality professional development programs written by industry experts;
All course materials provided online – no textbooks to buy;
Unlimited tutor support via email;
We offer twelve (12) months’ access, with extensions available upon application (fees apply);
Course may be tax deductible; see your tax advisor.
Are there any entry requirements or pre-requisites?
There are no entry requirements or pre-requisites for entry into this program.
How long will it take to complete this course?
The approximate study hours for this course is 100 hours. Twelve (12) months’ access, with extensions available upon application (fees apply).
Can I purchase optional printed materials?
Yes! The cost for printed materials for this course is $50 per unit.Total cost for optional printed materials is: $350.00. Printed materials are available for purchase at any time and not require to complete this course. Everything you need to complete the course is provided online via our e-learning system.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
Will I receive a certificate upon completion of this course?
Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our e-learning system and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.