Front Line Leadership

1. FrontLine Leadership
Skills that keep frontline managers
and supervisors at the top of their game

2. Effective
frontline
leaders are
critical to your
organization’s
success.
When their
performance
suffers so do
bottom-line
results.

3. 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

4. • 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

5. 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

6. FrontLine
Leadership
core program
Managing Individual Performance
• Establishing Performance
Expectations
• Developing Job Skills
• Coaching for Optimal Performance
• Taking Corrective Action

7. Developing Team Performance
• Clarifying Team Roles and
Responsibilities
• Conducting Information Exchange
Meetings
• Resolving Team Conflicts
FrontLine
Leadership
core program

8. 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

9. Managing Change and Innovation
• Managing Change
• Fostering Improvement Through
InnovationFrontLine
Leadership
core program

10. 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

11. 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
Core
Interpersonal
Skills

12. 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
Core
Interpersonal
Skills

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. Participating in Problem-Solving
Sessions
• contributing ideas effectively
• encouraging others to
contribute ideas effectively
Leading 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

21. 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

22. 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