031 front line leadership
TRANSCRIPT
FrontLine Leadership
Skills that keep frontline managers and supervisors at the top of their game
Effective frontline
leaders are critical to your organization’s
success.
When their performance suffers so do bottom-line
results.
Supervisors and frontline leaders learn how to …
• Manage and improve leadership ability• Practice techniques for enhanced team
performance• Build strong relationships and expand
influence• Manage change and encourage innovation• Solve problems with individuals and teams
• Employee and customer retention
• Productivity• Time-to-market• The rate of product and
service innovation• Strategy implementation• Financial performance
Since 1986, FrontLine
Leadership has helped leading organizations
worldwide deliver per-formance
improvements
FrontLine Leadership
core program
Core Interpersonal Skills
• Your Role and the Basic Principles
• Giving Constructive Feedback
• Getting Good Information from Others
• Getting Your Ideas Across
• Dealing with Emotional Behavior
• Recognizing Positive Results
FrontLine Leadership
core program
Managing Individual Performance
• Establishing Performance Expectations
• Developing Job Skills
• Coaching for Optimal Performance
• Taking Corrective Action
Developing Team Performance
• Clarifying Team Roles and Responsibilities
• Conducting Information Exchange Meetings
• Resolving Team Conflicts
FrontLine Leadership
core program
Making Organizational Impact
• Building a Constructive Relationship with Your Manager
• Building a Collaborative Relationship with Your Peers
• Confronting Issues with Your Manager and Peers
• Winning Support from Others
FrontLine Leadership
core program
Managing Change and Innovation
• Managing Change
• Fostering Improvement Through InnovationFrontLine
Leadership core program
Problem Solving for Individuals and Teams
• Solving Problems: The Basic Process
• Solving Problems: Tools and Techniques
• Participating in Problem-Solving Sessions
• Leading Problem-Solving Sessions
FrontLine Leadership
core program
Your Role and the Basic Principles• expanding role of supervisors and managers• why skill development is neces-sary for
success• “The Basic Principles”
Giving Constructive Feedback• delivering objective, honest, meaningful
feedback
Getting Good Information from Others• compiling good information
for making better decisions• gathering data efficiently
CoreInterpersonal
Skills
Getting Your Ideas Across• explaining tough decisions and
complicated or unpopular policies/changes
Dealing with Emotional Behavior• defusing non-constructive behavior • focusing on positive solutions
Recognizing Positive Results• going beyond basic feedback• motivating through personal
appreciation
CoreInterpersonal
Skills
Establishing Performance Expectations• focusing employees on right
targets • keeping goals in view• making better decisions
Developing Job Skills• training others in technical,
mechanical and/or interpersonal skills
Managing Individual
Performance
Coaching for Optimal Performance• conducting performance appraisals• helping employees examine their
own performance• helping employees commit
to improved results
Taking Corrective Action• taking prompt action to correct
unproductive behavior• replacing disciplinary action with a
plan to get back on track
Managing Individual
Performance
Clarifying Team Roles and Responsibilities• tapping into the experience of all
team members• improving team outputs
Conducting Information Exchange Meetings• moving meetings along• fostering group understanding• delivering post-meeting results
Resolving Team Conflicts• handling conflict among
individuals in group situations• building relationships among
team members
Developing Team
Performance
Building a Constructive Relationship with Your Manager • building relationships between
supervisors and their managers• achieving goals by working
together effectively
Building a Collaborative Relationship with Your Peers • coordinating personal and
organizational goals with others
Making Organizational
Impact
Confronting Issues with Your Manager and Peers • using a “win-win” approach to
conflict resolution• clearing the air before problems
affect progress and results
Winning Support from Others • extending personal influence• creating supportive relationships
Making Organizational
Impact
Managing Change • turning potential threats into
opportunities for personal contribution
Fostering Improvement Through Innovation • drawing out ideas from those
closest to the work • developing creative approaches
to goal achievement
Managing Change and Innovation
Solving Problems: The Basic Process• moving from symptoms to
causes • developing solutions and action
plans
Solving Problems: Tools and Techniques • simplifying data analysis• stimulating creative solutions
Problem Solving for Individuals and Teams
Participating in Problem-Solving Sessions• contributing ideas effectively• encouraging others to contribute
ideas effectivelyLeading Problem-Solving Sessions • focusing on the process and
content of problem-solving sessions
• encouraging balanced participation
• building creative solutions
Problem Solving for Individuals and Teams
Developing FrontLine Leaders: The Management Support Role • Increasing the Payoffs of Training• The Basic Principles• Coaching for Optimal
Performance• Recognizing Positive Results
Frontline Leadership
management support
component
Increasing the Payoffs of Training• exploring the need for supervisory
training• management’s role in transferring
skills to the workplace
The Basic Principles • modeling effective leadership
behaviors• enhancing daily performance
Coaching for Optimal Performance• coaching that supports and
develops supervisors
Recognizing Positive Results• motivating employees through
recognition
Developing Frontline
Leaders: The Management Support Role