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Certificate of Frontline Management

$899.00$1,299.00

Course Outline and Topics

Course Overview

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.

Course Structure

Unit 1 - Manage operational plan

  • Operational plans
  • Resource requirements
  • Consultation processes
  • Key performance indicators (KPIs)
  • Contingency plans
  • Risk management
  • Develop a proposal
  • Plan approval
  • Activities and targets
  • Resource acquisition
  • Recruitment process
  • Operational performance
  • Review performance systems
  • Progress reports
  • Profit expectations
  • Productivity standards
  • Budget and financial information
  • Coaching and mentoring programs
  • Training sessions
  • Variations to operational plans

Unit 2 - Lead team effectiveness

  • Achieving team outcomes
  • Team roles and objectives
  • Vision and missions
  • Team structure
  • Develop team cohesion
  • High performance teams
  • Team input
  • Encourage responsibility
  • Diversity and team effectiveness
  • Evaluatations
  • Team feedback
  • Team leader’s role
  • Facilitate team work
  • Leadership credibility
  • Liaise with management
  • Communication
  • Productivity reporting
  • Role responsibility
  • Team follow-up
  • Standards
  • Poor performance

Unit 3 - Manage quality customer service

  • Customer-driven organisations
  • Identifying customer needs
  • Customer service planning
  • Market research
  • Demographic and psychographic factors
  • Markets
  • Budgeting and forecasting
  • Target markets
  • Market segments
  • Data analysis
  • Factor and cluster analysis
  • External trends
  • Product service bundles
  • Value proposition
  • Product benefits
  • Product/service delivery
  • Business and strategic plans
  • Effective resource management
  • Constraints
  • Consumer profiling
  • Managing and monitoring performance
  • Customer service training
  • Leadership and supervision
  • Coaching and mentoring
  • Feedback and complaints

Unit 4 - Manage budgets and financial plans

  • Financial management approaches
  • Prepare budgets
  • Financial reports
  • Business planning
  • Contingencies
  • Responsibility accounting
  • Performance evaluation
  • Budgeting steps
  • Types of budgets
  • Developing cost consciousness
  • Systems and training
  • Monitor and control finances
  • Cash flow budgets
  • Debtors
  • Cost analysis and reporting
  • Break even analysis
  • Fixed costs
  • Profit and loss reports
  • Financial cost analysis
  • Record keeping systems
  • Reviews and improvements

Unit 5 - Manage people performance

  • Resource management
  • Allocate work
  • Consultation
  • Develop work plans
  • Performance management
  • Action plans
  • Project plans
  • Financial monitoring
  • Customer service
  • Risk assessment
  • Assess performance
  • Providing feedback
  • Recognition and acknowledgement
  • Equity, goal and motivation theory
  • Delegation
  • Training and development
  • Counselling
  • Managing poor performance
  • Provide coaching
  • Performance improvement
  • Progressive discipline
  • Warnings
  • Terminating staff
  • Unfair dismissal legislation

Unit 6 - Develop teams and individuals

  • Determine developmental needs
  • Implement learning
  • Identify learning needs
  • Training needs analysis (TNA)
  • Learning plans
  • Consultation
  • Identifying improvement areas
  • Assessing all employees
  • Develop individuals and teams
  • Competencies
  • Learning plan goals
  • Learning style preferences
  • Delivery methods
  • Coaching and mentoring
  • Induction training
  • Career counselling
  • Continuing professional development
  • Work shadowing
  • Evaluate workplace learning

Unit 7 - Show leadership in the workplace

  • Management and Leadership
  • Modelling behaviours
  • Circle of concern / loss of control
  • Performance management plans
  • Competence
  • 360 degree evaluations
  • Enhance organisations image
  • Vision / mission
  • Making informed decisions
  • Decision making requirements
  • Facilitate active participation
  • Decision-making
  • Communication
  • Action plans
  • Feedback processes

Assessment

Written assignments and exercises, including short-answer questions, reports/essays and projects. There are no examinations or due dates for assessment.

Benefits

  • Become fully trained and improve your employment opportunities;
  • Recognised by employers as professional development;
  • Study online, anywhere via our elearning system;
  • Access to high-quality courses written by industry experts;
  • Interactive simulations for many programs;
  • All course materials provided online – no textbooks to buy;
  • Unlimited tutor support;
  • Easy to understand course content;
  • Unlimited enrolment with no expiry;
  • Certificate issued for your CV (hard copy provided);
  • Tax deductible in most cases* See your tax advisor.

Payment Information

Certificate Course

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SKU: C00320 Category:
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$899.00

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  • $40/week
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$1,299.00