The ILM Certificate in First Line Management comprises of 9 classroom days covering 8 modules and 2 e-learning modules.

The topics covered on the course are:

• Introduction to leadership
• Understanding how to establish an effective team
• Understanding change
• Managing workplace projects
• Understanding performance management
• Understanding how to motivate to improve performance
• Understanding customer service standards
• Understanding stress management (e-learning)
• Understanding coaching and training

The Assessment on this qualification requires the candidate to complete 9 Work Based Assignments, each being approximately 1,500 words.

By the end of the course, delegates will be able to:

• Identify the differences between leadership and management
• Describe the stages of team formation
• Identify the barriers and resistance to change
• Describe the purpose of customer service standards
• Describe the 5 stages of project management
• Identify the causes, impact and symptoms of stress
• Explain the manager's role in Managing Performance
• Explain how to plan the coaching for an individual
• Describe the factors that affect motivation in the workplace