OBJECTIVES AND OUTCOMES
The overall objective of the programme is to provide delegates with practical managerial skills in order to perform their management duties effectively.
Each module has its specific outcomes relative to the subject matter.
The course material is relevant to modern managers and supervisors, and the challenges they face in their daily duties. Exercises and role-plays are practical, realistic and relevant to the actual work environment. Delegates will be able to implement the skills acquired and use the knowledge gained immediately after each module. During the programme delegates will be expected to complete assignments, which will benefit both their managers and their staff.
Modules should ideally be completed over a 10 - 14 month period. It is advisable that the modules be completed sequentially to ensure the best benefits and results. However, the modules are designed as 'stand alone' courses with their own objectives and outcomes and can therefore be conducted according to specific needs and circumstances.
This modular programme is targeted at middle, junior and first line managers, as well as supervisors and staff about to be promoted to a supervisory position.
The course instructors for these modules not only are experienced in the training field, but also have managerial experience in the hospitality industry. They are therefore able to relate well to the delegates and are able to answer almost any questions which may arise.
EXAMPLES OF FEEDBACK
Examples of feedback from delegates who have already completed the course:-
- "I never knew that a manager has to know so much - these courses really helped me a lot."
- "It made me realise how much responsibility a manager really has."
- "It was very hard work, but now I am glad I pushed through."
- "I have a lot more confidence now than before."
- "I think like a completely different person now that I have done all the courses."
- "I just wish I could have done this programme years ago."
- "To be on this program was a real privilege."
- "I don't have enough words to say thank you for what I've learned."
- "This programme was the best I've ever attended!"
- "For the first time in my life, I understand what supervision and management is all about."
- "Everything was explained in a straightforward and simple way - I now really understand what is expected of me."
- "I've attended many courses in my career. This programme was the most practical I have ever attended!"
THE ROLE, PURPOSE AND RESPONSIBILITIES OF A MANAGER
- The role of the manager: company, staff, suppliers, customers/guests
- The purpose and responsibilities of a manager
- Goal setting: personal and departmental
- Principles of Management: Planning, Organising and Controlling
DEVELOPING CONFIDENCE AND SETTING GOALS AS A MANAGER
- Paradigms and Management: Recognising, using and changing paradigms
- Developing confidence and esteem
- Developing effective attitudes in yourself and staff
- Managing moods or self and others
- Avoiding common pitfalls
MOTIVATION AND LEADERSHIP IN THE MANAGEMENT ROLE
- Two practical theories of motivation
- Methods to motivate staff
- The manager as a leader
- Power and using it productively
- Four leadership styles and using each correctly
MANAGEMENT COMMUNICATION 1: PERSONAL and INTERPERSONAL COMMUNICATION
- Identifying your communication style and those of others
- Recognising the styles and adapting communication accordingly
- Principles in personal presentation
- Body language: using it effectively
- Developing listening skills
MANAGEMENT COMMUNICATION 2: PROFESSIONAL LANGUAGE
- Eliminating negatives in language
- Developing a precise style of language
- Giving instructions, feedback, praise and recognition effectively
- Principles of negotiation
MANAGEMENT COMMUNICATION 3: BUSINESS WRITING
- Objectives of business communication
- Writing clearly and concisely
- Principles in business writing
- Business letter writing
- Writing business reports
- The cost/benefit ratio of meetings
- Types of meetings
- Preparing and planning for a meeting
- Principles in presenting a meeting
- Managing and controlling meetings
- Closing meetings
- Writing minutes of meetings
ASSERTIVENESS AND EFFECTIVENESS
- Understanding the different types of responses and behaviours and their implications
- Understanding the principles of assertiveness
- The role of self-confidence in assertiveness
- The role of control and organising in assertive
- Giving instructions and communicating assertively
MANAGING STANDARDS, QUALITY AND PRODUCTIVITY
- Analysing jobs
- Setting standards for the area of responsibility
- Analysing quality for the job role
- Measuring productivity
- Measures to improve standards and quality within the job role
- organising material
- preparing a presentation and equipment
- understanding an audience
- using a professional speaking voice
- closing a presentation
- dealing with questions
- practical presentation session and feedback
- Why and how people learn
- Overcoming barriers to learning
- Planning training
- Choosing the correct method of training
- Organising training
- Managing and controlling training
- Practical training session and feedback
BUILDING AN EFFECTIVE TEAM
- Benefits of a productive team
- Team dynamics
- Team myths
- Roles and responsibilities of team members
- Identifying and solving team problems
- Building a productive team
TIME AND STRESS MANAGEMENT
- Identifying positive and negative stressors and their results
- Skills in dealing with stress
- Common time wasters
- Delegation skills
- Getting organised
- Prioritising and dealing with procrastination
- Skills in dealing with distractions and interruptions
- Understanding and managing your work-style
DEALING WITH PROBLEMS AND CONFLICT
- Understanding and developing analytical skills
- Creative problem solving techniques
- Identifying and assessing conflict-resolution styles
- Developing objectivity in conflict situations
- Negotiating a win/win resolution in conflict
- Dealing with difficult people
- Understanding service
- Understanding guest and employee needs
- Developing an understanding of service expectations of guests from international cultures
- Identifying excellence in the service process for different departments/products
- Creating a service oriented team
- Identifying opportunities for excellence in service
- Rewarding service excellence
MARKETING AND THE MANAGER
- Defining marketing
- Defining selling
- Products and services
- Using marketing tools
- Planning and running a promotion
BUSINESS AND THE LEGAL ENVIRONMENT 1
- The Labour Relations Act
- Collective Agreements and bargaining Councils
- The Employment Equity Act
- The Skills Development Acts