Frontline Management (Certificate III in Business)
Organise personal work priorities and development
Contribute to effective workplace relationships
Support operational plan
Contribute to team effectiveness
Deliver and monitor a service to customers
Maintain workplace safety
Frontline Management (Certificate IV in Business)
Develop work priorities
Coordinate implementation of customer service strategies
Monitor a safe workplace
Implement operational plan
Promote team effectiveness
Implement effective workplace relationships
Implement and monitor environmental policies
Manage projects
Frontline Management (Diploma)
Manage personal work priorities and professional development
Manage effective workplace relationships
Manage operational plan
Manage worplace information systems
Manage quality customer service
Facilitate continuous improvement
Ensure team effectiveness
Ensure a safe workplace
Manage people
Manage projects
Identify risk and apply risk management processes
Frontline managers are central to improved productivity in the workplace. This program is a powerful change management tool. The workplace becomes the 'classroom' as participants improve their management skills on the job. Participants take on important tasks and relevant projects which are the vehicle for developing new skills and knowledge. Both the organisation and the participants benefit from this approach, which contributes to the development of a learning culture.
This qualification is targeted to organisations wishing to develop their staff. The program is a nationally recognised management qualification concentrating on transferable management competencies. Participants will be able to apply these skills to advance to more senior positions.
The program is a competency-based program and blends on-line learning with an emphasis on the practical application of key concepts in the work setting.
The Frontline Management program will provide you with a breadth of tools and skills which will assist in your ability to direct and manage work teams in line with broader organisational objectives. At the completion of the program, you should be able to:
Price |
$2,500 |
Components
Organise personal work priorities and development
Support Leadership in the workplace
Contribute to effective workplace relationships
Support operational plan
Deliver and monitor a service to customers
Maintain workplace safety
This unit is about being successful in our chosen career. Success increases our levels of confidence, makes us more employable, easier to work with and allows us to feel in control of our career.
This unit covers the skills and knowledge required to organise own work schedules, monitor and obtain feedback on work performance, and maintain required levels of competence.
The modules you will cover in this topic are:
Effective relationships and good communication go hand in hand. Being credible and respectful in your relationships with others is critical because you depend on them in your important role.
This unit specifies the outcomes required to gather information and maintain effective working relationships and networks, with particular regard to communication and representation
The modules you will cover in this topic are:
This unit specifies the outcomes required to provide support for operational practices and procedures within the organisation's productivity and profitability plans. Plans are required for your organisation, yourself and your work team to be successful. This important role is undertaken to provide safe, efficient and effective service provision to your customer's satisfaction.
The modules you will cover in this topic are:
This unit specifies the outcomes required of frontline managers to promote teamwork. It involves developing team plans to meet expected outcomes, leading the work team, and proactively working with the management of the organisation.
The modules you will cover in this topic are:
Deliver and monitor a service to customers
Customers are the reason organisations exist - without customers no organisation would exist. This unit covers the skills and knowledge required to identify customer's needs and monitor the service provided to them to ensure ongoing levels of satisfaction.
The modules you will cover in this topic are:
There is a legal framework in Australian that protects workers from injury and poor health in the workplace. This framework is made up of Acts, Regulations, codes of practice and standards. This unit is concerned with the OH&S responsibilities of employees to implement and monitor the organisation's OH&S policies, procedures and programs.
The modules you will cover in this topic are:
Frontline Management is best defined as the first level of management, that is, the level of management that oversees or manages the actual doing of the work. People in Frontline Management positions co-ordinate the work of other employees and frequently report to middle management, and in some cases directly to senior management. They are typically involved in organisations as coordinators, team leaders, supervisors, forepersons and project or office managers.
On a daily basis, Frontline Managers play a crucial role in co-ordinating and influencing a group of employees. Decisions made by Frontline Managers have a direct impact on productivity and workplace relations, and can have serious ramifications in terms of profitability, relationships with clients and workplace morale.
The Frontline Management training program is directed at those individuals in or moving into first line management roles. The program is a competency-based program and blends on-line learning with an emphasis on the practical application of key concepts in the work setting.
The Frontline Management program will provide you with a breadth of tools and skills which will assist in your ability to lead and manage work teams in line with broader organisational objectives. At the completion of the program, you should be able to:
Price |
$2,800 |
The Frontline Management program is a competency-based program and therefore, as such, there is no prescribed length of course. The program is intended to be completed in a self-paced manner.
Develop work priorities
Coordinate implementation of customer service strategies
Monitor a safe workplace
Implement operational plan
Develop work priorities covers the skills and knowledge required to plan own work schedules, monitor and obtain feedback on work performance and development.
Assessment is competency based. This means that you will be required to complete a 'portfolio of evidence' which shows how you can effectively apply the skills you learn in a workplace setting.
This program involves completion of a range of assignments which will be agreed on an individual basis with your facilitator.
Coordinate implementation of customer service strategies covers the skills and knowledge required to advise on, and carry out customer service strategies, and evaluate customer strategies on the basis of feedback and design strategies for improvement.
Assessment is competency based. This means that you will be required to complete a 'portfolio of evidence' which shows how you can effectively apply the skills you learn in a workplace setting.
This program involves completion of a range of assignments which will be agreed on an individual basis with your facilitator.
Monitor a safe workplace is concerned with Occupational Health and Safety responsibilities of employees with supervisory responsibilities to implement and monitor the organisations OHS policies, procedures and programs in the relevant work area to meet legislative requirements.
Assessment is competency based. This means that you will be required to complete a 'portfolio of evidence' which shows how you can effectively apply the skills you learn in a workplace setting.
This program involves completion of a range of assignments which will be agreed on an individual basis with your facilitator.
Implement operational plan covers the important role played by frontline management in actively planning, implementing, monitoring and recording performance to achieve the business plans of the team/organisation. This key role is carried out to provide safe, efficient and effective products and services to customer satisfaction within the organisations productivity and profitability plans
Assessment is competency based. This means that you will be required to complete a 'portfolio of evidence' which shows how you can effectively apply the skills you learn in a workplace setting.
This program involves completion of a range of assignments which will be agreed on an individual basis with your facilitator.
This unit specifies the outcomes required to collect, analyse and communicate information and to use that information to develop and maintain effective working relationships and networks, with particular regard to communication and representation.
This program involves completion of a range of assignments which will be agreed on an individual basis with your facilitator.
This unit specifies the outcomes required of frontline managers to promote teamwork. It involves developing team plans to meet expected outcomes, leading the work team, and proactively working with the management of the organisation.
This program involves completion of a range of assignments which will be agreed on an individual basis with your facilitator.
This program involves completion of a range of assignments which will be agreed on an individual basis with your facilitator.
Change management skills are essential is today’s dynamic working environment. Project Management is the process of managing change. It refers to any project that has a defined ending that is finite in length. Critical for the success of any project is the ability to define the vision and objectives, recognise the core recourses necessary, meet the required timelines and budgetary limits, and adhere to quality standards.
Manage Projects provides frontline management with the essential tools to plan, organise and control a successful project.
This program involves completion of a range of assignments which will be agreed on an individual basis with your facilitator.
The Diploma of Business (Frontline Management) :
The Frontline Management Program has direct relevance to the role you perform as a Team Leader/Manager. The content of the program and the associated Assessment Activities have a strong workplace focus and will assist you in achieving your team’s (and organisations) desired business outcomes.
Characteristics of learning outcomes at diploma level include breadth, depth and complexity covering planning and initiation of alternative approaches to skills or knowledge applications across a broad range of technical and/or management requirements, evaluation and co-ordination. Applicants will be required to participate in the development of strategic initiatives as well as display responsibility and autonomy in performing complex technical operations or organising others.
Price |
$3,200 |
Good leadership involves setting the benchmark for other employees. Manage Personal Work Priorities and Professional Development provides the frontline manager with skills to establish personal work goals, set and meet own work priorities, analyse information and develop and maintain professional competence within multifaceted and diverse situations.
At the successful completion of this unit you should be able to understand and explain:
How to establish personal work goals through the analysis of drivers that motivate us
How to prioritise competing demands to meet personal and organisational goals
How to assess professional competence against competency standards to determine developmental needs and priorities
How to develop a personal career plan and recognise management development
Opportunities essential for your growth
Successful managers display behaviours that promote honesty, enhance trust and confidence in the workplace. Important to this is the ability to provide a mentoring role to support and lead staff; accommodate cultural differences and norms to achieve group cohesion; diagnose ineffective performance; remove barriers; and implement strategies for improvement.
At the successful completion of this unit you should be able to understand and explain:
How to manage information and ideas by communicating assertively
Filters to understanding and avoid methods that stifle communication
How to develop trust and confidence through emphatic assertion, positive use of power and incorporate cultural differences
Cultural differences and norms to achieve group cohesion
Ineffective performance, remove barriers and implement strategies for improvement
Effective negotiation techniques to settle grievances and manage conflict
Operational plans are the core of a company's business. Enhance the success with which various operational components interact and improve the effectiveness of the organisation as a whole. Manage Operational Plan will provide frontline managers with the skills to plan effectively; achieve profit and productivity targets; acquire resources and services; and monitor financial and operational performance to ensure results are in line with the overall organisational strategic plan.
At the successful completion of this unit you should be able to understand and explain:
How to ensure all areas of operations management contribute to the success of the organisation's strategic plan
How to plan to achieve profit and productivity targets through performance indicators and contingency plans
How to acquire resources using the principles of contract management
How to perform assessments of future organisational staffing needs
How to monitor operational performance, identify any unsatisfactory areas and rectify the situation
How to perform better financial analysis by understanding the purpose and format of different financial reports
Frontline managers require competencies to identify, collect, and analyse data from all organisational areas including client service, material requirements, financial management and production scheduling data. Management information systems provide this information in a useable, logical, and accessible format.
At the successful completion of this unit you should be able to understand and explain:
Information systems and identify information requirements
How to improve information analysis and report in a succinct and logical format
How to use technology to effectively manage information
How to develop successful business plans including strategic, operating and financial plans
How to prepare fixed, flexible and zero based budgets focusing on the key elements of effective budgeting.
How to manage and prepare effective resource proposals
Customer satisfaction comes from understanding the needs and motives of your clients. The standard of your products and services must reflect the voice of your customers. Strategies to exceed customer expectations and deliver quality customer service begin with the ability to motivate your staff to succeed, and ensuring there is a constant communication flow with your clients.
At the successful completion of this unit you should be able to understand and explain:
Strategies to exceed customer requirements by understanding motives, perceptions and decision making processes
Delivery of quality products and services by understanding customer's needs, wants, attitudes and beliefs
How to conduct customer research in order to set service standards that reflect the voice of the customer
How to manage resources effectively to ensure progress is being made in line with these standards
Continuous Improvement is linked directly to competitiveness. Total Quality Management (TQM) Systems embrace the continuous improvement philosophy and incorporate the concepts of product quality, process control, quality assurance and quality improvement. Meet and exceed the challenge of competitors and ensure that continuous improvement is embedded in your company's culture.
At the successful completion of this unit you should be able to understand and explain:
How to implement TQM systems incorporating the eight key elements
How to monitor and adjust performance strategies to improve output and strengthen customer service.
How to empower employees and overcome resistance to change, enabling total organisational commitment to continuous improvement practices
Ensure Team Effectiveness provides frontline managers with the skills to establish and implement team performance plans, develop and facilitate team cohesion, establish effective communication channels and achieve desired organisational objectives through a combined, supportive effort.
At the successful completion of this unit you should be able to understand and explain:
How to establish a team performance plan; set realistic, achievable goals; and set key performance indicators focusing on factors that are critical to good performance
How to develop and facilitate team cohesion by improving motivation, enhancing decision-making processes and enhancing cooperation and trust
How to facilitate teamwork by designing and modelling teams around their purpose and style of operation
How to liaise with stakeholders, communicating effectively through the appropriate channels
Successful management of OH&S in the workplace ensures that direct and indirect savings are made through the prevention of loss due to workplace injury, death or disease. The implementation, ongoing maintenance and regular review of an OH&S system are essential management functions of Australian businesses and government organisations alike. Understand your responsibilities under the participative arrangements guiding Australian OH&S legislation and ensure your consultative processes fulfil the regulatory requirements.
At the successful completion of this unit you should be able to understand and explain:
How to establish and maintain an OH&S system in line with the relevant legislative requirements; codes of practice; standards and guidance materials; and State jurisdiction
How to establish and maintain participative arrangements with employees and their representatives in accordance with relevant OH&S legislation
Procedures for ongoing hazard identification, risk assessment and risk control in the workplace
How to develop and implement a training plan for your work group based on a comprehensive risk assessment and gap analysis.
Optimising the productivity of people involves competently managing staff behaviours and their achievements. Successful managers immediately address individual and team problems and issues, build support and commitment and review performance management processes on an ongoing basis to increase productivity and ensure and ever-increasing standard of performance is achieved. Manage People will provide frontline managers with the skills to do this.
At the successful completion of this unit you should be able to understand and explain:
How to manage performance of individuals through performance management systems and appraisal techniques
How to address performance related issues jointly with the staff member and draft action plans
How to minimise interpersonal conflict in teams and implement grievance procedures
How to strengthen company values, improve code of conduct and build support and commitment within the team
How to review and evaluate the performance management system to ensure it serves its objectives in the area of productivity, quality of work life and legal compliance
Change management skills are essential in today's dynamic working environment. Project management is the process of managing change. It refers to any project that has a defined ending and is finite in length. Critical for the success of any project is the ability to define the vision and objectives; recognise the core resources necessary; meet the required timelines and budgetary limits; and adhere to quality standards. Manage Projects provides frontline managers with the essential tools to plan, organise and control a successful project.
On successful completion of this unit you should be able to understand and explain:
The key features of a project, identify key roles and essential components to assess feasibility
How to develop a project plan by creating a clear vision and purpose, prioritise activities, perform cost benefit analysis and prepare contingency plans
How to administer and monitor a project by selecting team members according to required skills, educate and motivate team members, adopt correct leadership styles and implement information systems to record project data
How to finalise and review a project to recognise successes, achievements and improvements and document for future reference.
Risk management is one of the most critical areas in business management. Prioritising treatment of risks requires solid analytical ability and judgement. Identify how risk provides opportunities that a business can exploit to its advantage. Identify Risk and Apply Risk Management Processes will provide frontline managers with the tools necessary to achieve a continuous risk management process, with successful risk management treatments that are responsive and flexible.
On successful completion of this unit you should be able to understand and explain:
How to identify risk and categorise according to influencers, stakeholders, project stage and control
How to use a risk register to document risks from initial identification through to project closure
Causes of risk and identify the impact of risk events
How to prioritise risk treatment using a combination of analysis and graphical presentation tools
How to use a hierarchy of control model to select the most appropriate risk treatment
How to evaluate risk treatments against measures of success, monitor the risk management process and implement improvements