Diploma in Team Leading Level 2

Module 1 (Mandatory)

Lead and manage a team

Be able to engage and support team members

1. Explain organisational policies, procedures, values and expectations to team members
2. Communicate work objectives, priorities and plans in line with operational requirements
3. Explain the benefits of encouraging suggestions for improvements to work practices
4. Provide practical support to team members facing difficulties
5. Explain the use of leadership techniques in different circumstances
6. Give recognition for achievements, in line with organisational policies
7. Explain different ways of motivating people to achieve business performance targets

Be able to manage team performance

1. Allocate responsibilities making best use of the expertise within the team
2. Agree with team member(s) specific, measurable objectives (SMART) in line with business needs
3. Provide individuals with resources to achieve the agreed objectives
4. Monitor individuals progress, providing support and feedback to help them achieve their objectives
5. Explain techniques to monitor individuals’ performance
6. Report on team performance in line with organisational requirements

Be able to deal with problems within a team

1. Assess actual and potential problems and their consequences
2. Report problems beyond the limits of their own competence and authority to the right person
3. Take action within the limits of their own authority to resolve or reduce conflict
4. Adapt practices and processes as circumstances change

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Module 2 (Mandatory)

Manage personal performance and development

Be able to manage personal performance

1. Agree specific, measurable, achievable, realistic and time-bound (SMART) objectives that align with business needs with line manager
2. Agree criteria for measuring progress and achievement with line manager
3. Complete tasks to agreed timescales and quality standards
4. Report problems beyond their own level of competence and authority to the appropriate person
5. Take action needed to resolve any problems with personal performance

Be able to manage their own time and workload

1. Plan and manage workloads and priorities using time management tools and techniques
2. Take action to minimise distractions that are likely to limit the effective management of time and the achievement of objectives
3. Explain the benefits of achieving an acceptable work-life balance

Be able to identify their own development needs

1. Identify organisational policies relating to personal development
2. Explain the need to maintain a positive attitude to feedback on performance
3. Explain the potential business benefits of personal development
4. Identify their own preferred learning style(s)
5. Identify their own development needs from analyses of the role, personal and team objectives
6. Use feedback from others to identify their own development needs
7. Agree specific, measurable, achievable, realistic and time-bound (SMART) development objectives that align with organisational and personal needs

Be able to fulfil a personal development plan

1. Agree a personal development plan that specifies actions, methods, resources, timescales and review mechanisms
2. Make use of formal development opportunities that are consistent with business needs
3. Use informal learning opportunities that contribute to the achievement of personal development objectives
4. Review progress against agreed objectives and amend plans accordingly
5. Share lessons learned with others using agreed communication methods

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Module 3 (Mandatory)

Principles of team leading

Understand leadership styles in organisations

1. Describe characteristics of effective leaders
2. Describe different leadership styles
3. Describe ways in which leaders can motivate their teams
4. Explain the benefits of effective leadership for organisations

Understand team dynamics

1. Explain the purpose of different types of teams
2. Describe the stages of team development and behaviour
3. Explain the concept of team role theory
4. Explain how the principle of team role theory is used in team building and leadership
5. Explain typical sources of conflict within a team and how they could be managed

Understand techniques used to manage the work of teams

1. Explain the factors to be taken into account when setting targets
2. Describe a range of techniques to monitor the flow of work of a team
3. Describe techniques to identify and solve problems within a team

Understand the impact of change management within a team

1. Describe typical reasons for organisational change
2. Explain the importance of accepting change positively
3. Explain the potential impact on a team of negative responses to change
4. Explain how to implement change within a team

Understand team motivation

1. Explain the meaning of the term motivation
2. Explain factors that affect the level of motivation of team members
3. Describe techniques that can be used to motivate team members
4. Explain how having motivated staff affects an organisation

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Module 4 (Mandatory)

Understand business

Understand organisational structures

1. Explain the differences between the private sector, the public sector and the voluntary sector
2. Explain the features and responsibilities of different business structures
3. Explain the relationship between an organisations vision, mission, strategy and objectives

Understand the business environment

1. Describe the internal and external influences on a business
2. Explain the structure and use of a strength, weakness, opportunity and threat (SWOT) analysis
3. Explain why change can be beneficial to business organisations
4. Explain organisations’ health and safety responsibilities
5. Describe sustainable ways of working
6. Explain how legislation affects the management and confidentiality of information

Understand the principles of business planning and finance within an organisation

1. Explain the purpose, content and format of a business plan
2. Explain the business planning cycle
3. Explain the purpose of a budget
4. Explain the concept and importance of business risk management
5. Explain types of constraint that may affect a business plan
6. Define a range of financial terminology
7. Explain the purposes of a range of financial reports

Understand business reporting within an organisation

1. Explain methods of measuring business performance
2. Explain the uses of management information and reports
3. Explain how personal and team performance data is used to inform management reports
4. Describe a manager’s responsibility for reporting to internal stakeholders

Understand the principles of management responsibilities and accountabilities within an organisation

1. Explain the principle of accountability in an organisation
2. Explain the difference between ‘authority’ and ‘responsibility’
3. Explain the meaning of delegated levels of authority and responsibility

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Module 5 (Mandatory)

Communicate work-related information

Understand the principles and techniques of work-related communication

1. Describe communication techniques used to gain and maintain the attention and interest of an audience
2. Explain the principles of effective written business communications
3. Explain the principles of effective verbal communications in a business environment
4. Describe the importance of checking the accuracy and currency of information to be communicated
5. Describe the importance of explaining to others the level of confidence that can be placed on the information being communicated
6. Describe the advantages and disadvantages of different methods of communication for different purposes

Be able to communicate work-related information verbally

1. Identify the information to be communicated
2. Confirm that the audience is authorised to receive the information
3. Provide accurate information, using appropriate verbal communication techniques
4. Communicate in a way that the listener can understand, using language that is appropriate to the topic
5. Confirm that the listener has understood what has been communicated

Be able to communicate work-related information in writing

1. Identify the information to be communicated
2. Provide accurate information using the appropriate written communication methods and house styles
3. Adhere to any organisational confidentiality requirements when communicating in writing
4. Use correct grammar, spelling, sentence structure and punctuation, using accepted business communication principles and formats
5. Justify opinions and conclusions with evidence

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Module 6 (Optional)

Manage team performance

Understand the management of team performance

1. Explain the use of benchmarks in managing performance
2. Explain a range of quality management techniques to manage team performance
3. Describe constraints on the ability to amend priorities and plans

Be able to allocate and assure the quality of work

1. Identify the strengths, competences and expertise of team members
2. Allocate work on the basis of the strengths, competences and expertise of team members
3. Identify areas for improvement in team members performance outputs and standards
4. Amend priorities and plans to take account of changing circumstances
5. Recommend changes to systems and processes to improve the quality of work

Be able to manage communications within a team

1. Explain to team members the lines of communication and authority levels
2. Communicate individual and team objectives, responsibilities and priorities
3. Use communication methods that are appropriate to the topics, audience and timescales
4. Provide support to team members when they need it
5. Agree with team members a process for providing feedback on work progress and any issues arising
6. Review the effectiveness of team communications and make improvements

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Module 7 (Optional)

Manage individuals’ performance

Understand the management of underperformance in the workplace

1. Explain typical organisational policies and procedures on discipline, grievance and dealing with underperformance
2. Explain how to identify causes of underperformance
3. Explain the purpose of making individuals aware of their underperformance clearly but sensitively
4. Explain how to address issues that hamper individuals’ performance
5. Explain how to agree a course of action to address underperformance

Be able to manage individuals’ performance in the workplace

1. Agree with team members specific, measurable, achievable, realistic and time-bound (SMART) objectives that align to organisational objectives
2. Delegate responsibility to individuals on the basis of their expertise, competence, skills, knowledge, and development needs
3. Apply motivation techniques to maintain morale
4. Provide information, resources and on-going mentoring to help individuals meet their targets, objectives and quality standards
5. Monitor individuals progress towards objectives in accordance with agreed plans
6. Recognise individuals’ achievement of targets and quality standards
7. Adhere to organisational policies and procedures, and legal and ethical requirements when managing individuals’ performance in the workplace

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Module 8 (Optional)

Chair and lead meetings

Be able to prepare to lead meetings

1. Identify the type, purpose, objectives, and background to a meeting
2. Identify those individuals expected, and those required to attend a meeting
3. Prepare for any formal procedures that apply to a meeting
4. Describe ways of minimising likely problems in a meeting
5. Take action to ensure that meeting documentation is prepared correctly and distributed to the agreed people within the agreed timescale

Be able to chair and lead meetings

1. Follow business conventions in the conduct of a meeting
2. Facilitate meetings so that everyone is involved, and the optimum possible consensus is achieved
3. Manage the agenda within the timescale of the meeting
4. Summarise the agreed actions, allocated responsibilities, timescales and any future arrangements

Be able to deal with post-meeting matters

1. Take action to ensure that accurate records of a meeting are produced and distributed in the agreed format and timescale
2. Take action to ensure that post-meeting actions are completed
3. Evaluate the effectiveness of a meeting and identify points for future improvement

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Module 9 (Optional)

Contribute to meetings in a business environment

Be able to prepare for meetings

1. Explain the structure and purpose of different types of meetings in a business environment
2. Explain the importance of having a meeting agenda which addresses objectives
3. Obtain current versions of documents required for the meeting
4. Gather information from relevant people in preparation for meetings
5. Confirm the objectives to be achieved during the meeting

Be able to participate in meetings

1. Present views and information, providing evidence to support the case
2. Represent the views of those consulted
3. Take others viewpoints into account in decision-making
4. Identify issues that may have an impact on their area of responsibility
5. Make constructive contributions in line with business objectives
6. Summarise future actions and accountabilities

Be able to carry out post-meeting activities

1. Carry out agreed actions post-meeting within the agreed timescale
2. Identify areas for improvements by reflecting on personal contributions to meetings

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Module 10 (Optional)

Deliver customer service

Understand customer service delivery

1. Explain the relationship between customers’ needs and expectations and customer satisfaction
2. Describe the features and benefits of an organisation’s products and/or services
3. Explain the importance of treating customers as individuals
4. Explain the importance of balancing promises made to customers with the needs of an organisation
5. Explain when and to whom to escalate problems
6. Describe methods of measuring their own effectiveness in the delivery of customer service

Understand the relationship between customer service and a brand

1. Explain the importance of a brand to an organisation
2. Explain how a brand affects an organisations customer service offer
3. Explain the importance of using customer service language that supports a brand promise
4. Identify their own role in ensuring that a brand promise is delivered

Be able to prepare to deal with customers

1. Keep up to date with an organisation’s products and/or services
2. Prepare resources that are necessary to deal with customers before starting work

Be able to provide customer service

1. Maintain organisational standards of presentation and behaviour when providing customer service
2. Adapt their own behaviour to meet customers’ needs or expectations
3. Respond to customers’ requests in line with organisational guidelines
4. Inform customers of the progress of their requests
5. Confirm that customers’ expectations have been met in line with the service offer
6. Adhere to organisational policies and procedures, legal and ethical requirements when providing customer service

Be able to support improvements to customer service delivery

1. Identify ways that customer service could be improved for an organisation and individuals
2. Share information and ideas with colleagues and/or service partners to support the improvement of service delivery

Please use our enquiry form or contact us by telephone if you have any queries about this qualification or would like to express an interest to enrol onto this course. A member of our team will be happy to answer any questions, help to make sure this course is right for you and/or your staff team, and talk you through what is involved in enrolment and course completion.

Upon enrolment, you will be assigned a personal tutor who will assist you through achieving successful and meaningful completion of your award. All of the electronic resources, workbooks and assignments required for you to complete the course will be emailed to you for you to commence working with at a time of your convenience. Your tutor will work with you to set targets and milestones that are achievable for you and will check in with you regularly, providing assistance whenever necessary.

On successful completion of your award, your assessor will coordinate with the awarding body for the issuance of your certificate, which will be promptly delivered to you.

Including Assignment, Workbook and Resources:

The full cost of this qualification is £850 per person which is duly invoiced at the point of enrolment.