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Participant, Local Government Ombudsman

Everyone should attend this course on a compulsory basis ("Call Handling Skills"). It's just so useful!

Performance Management Training

Performance Management for Team Leaders

Target Audience

All levels : Team leaders and managers whose responsibility is to manage changes in performance to meet business and departmental objectives.

Course Objectives

Assess staff performance objectively
Identify gaps in standards, performance and conduct
Identify and agree effective performance goals with staff
Give and receive effective and valuable feedback
Delegate effectively to develop performance
Handle complaints and manage disciplinary issues

Methods

Presentation, group work, structured exercises and practical situations.

Course Contents

Welcome and introductions

Course objectives and overview

Managing staff performance

  • The importance of planning
  • The process itself: How to (and how not to!) do it
  • Action centred leadership
  • Focus on task, team or individual
  • The manager as a coach
  • Giving and receiving feedback

Setting and maintaining standards

  • Why do we need to?
  • Where do we get them from?
  • What's involved?
  • Assessing standards of performance objectively
  • Closing the performance gap
  • Setting objectives and goals
  • Reviewing and evaluating progress

Managing change

  • Complaints and disciplinary issues
  • Keeping records
  • Taking decisions
  • The change curve
  • Introducing change smoothly
  • Effective delegation to ensure success

Boosting motivation

  • What motivates people?
  • Gaining commitment
  • Motivation by involvement

Action session

Summary and close