Certificate of Frontline Management

Unit 1 – Manage business operational plans

• Establish operational plan
• Resource requirements
• Stakeholder consultation
• Developing contingency plans
• Explain plan to work teams
• Recruitment and induction
• Acquisition of physical resources
• Intellectual property
• Monitor profit and productivity plans
• Managing under performance
• Gap analysis
• Performance reviews
• Support for individuals and teams
• Variations to operational plans
• Approval process
• Proposal development
• Budget and financial forecasts
• Documenting performance
• Developing KPI’s
• Quantifiable performance objectives
• Timely reporting
• Operational plans
• Legislation and regulations
• Fair trading laws and work health and safety

Unit 2 – Lead team effectiveness

• Achieving team outcomes
• Team roles and objectives
• Vision and missions
• Team structure
• Develop team cohesion
• High performance teams
• Team input
• Encourage responsibility
• Diversity and team effectiveness
• Evaluatations
• Team feedback
• Team leader’s role
• Facilitate team work
• Leadership credibility
• Liaise with management
• Communication
• Productivity reporting
• Role responsibility
• Team follow-up
• Standards
• Poor performance

Unit 3 – Manage organisational customer service

• Identify customer service requirement
• Integrate customer feedback into the business plan
• Resource planning
• Deliver product/service according to customer specifications
• Constraints
• Product quality
• Legislation and regulatory requirements
• Monitor and assess team performance
• Procedures, polices and measurement criteria
• Performance management and measurements
• Support colleagues to meet customer service standards
• Leadership and supervision
• Training, coaching and buddy systems
• Targets and standards
• Monitoring strategies
• Collecting customer feedback
• Managing complaints
• Addressing problems promptly
• Record keeping systems
• Key principles of public relations

Unit 4 – Manage budgets and financial plans

• Access budgets and clarify financial plans
• Evaluating a budget
• Clarify financial plans
• Negotiate changes to financial plans
• Contingency plans
• Communicating budgets and plans to team members
• Responsibility accounting
• Providing support to others
• Systems and training
• Monitor expenditure and control costs
• Reporting the budget and expenditure
• Graphs and charts and extracting information
• Reviews and improvements
• Analysis variances
• Improvements to financial management processes
• Implementing and evaluating improvements
• Basic accounting principles
• Accounting systems
• Debits and credits
• The account equation
• Accrual accounting
• Types of budgets and financial plans
• Legislation and ATO requirements
• List of taxation types
• Financial record keeping
• Records required by ATO
• Auditing and legal requirements
• Managing work teams

Unit 5 – Manage people performance

• Work allocation and resources available
• Primary stakeholders
• Develop work plans
• Operational plans
• Organisational and strategic plans
• Key performance indicators (KPI’s)
• Agreement and measurement
• Risk analysis
• Contingency planning
• Review performance management processes
• Management and staff training
• Electronic review process
• Monitor and evaluate performance
• Coaching
• Managing poor performance
• HR procedures
• Document feedback
• Structured feedback sessions
• Performance improvement and develop plans
• Planning, negotiations, plans and records
• Causes of poor performance
• Support mechanisms
• Responding to underperforming individuals
• Performance counselling
• Reinforcing performance excellence
• Giving positive feedback

Unit 6 – Demonstrate leadership in the workplace

• Management performance
• The role of a manager
• Organisational requirements
• Qualities of positive management performance
• Modelling behaviours
• Positive attitude, being enthusiastic, accepting responsibility
• Reasons workers rely on management
• Performance plans
• Performance management plans
• Evaluations and performance management systems
• Linking PM with organisational goals
• KPI’s
• Performance gaps
• Setting standards
• Organisational standards and values
• Vision and mission statements
• Positive behaviours
• Building and maintaining trust with team
• Culture and credibility
• Managing issues and problems
• Internal and external information
• Using information
• Data collection
• Quantifiable data and qualitive data
• Generating useful information
• Checking information
• Decision making processes
• Participatory decision making
• Involving employees in decision making
• Assessing risks
• Implementing decisions
• Preparing action plans
• Monitor implementation
• Process controls
• Six basic leadership theories
• Common leadership styles

Unit 7 – Support the learning and development of teams and individuals

• Collect performance information
• Individual and team learning development needs
• Conducting a skills audit
• Training needs analysis (TNA)
• Organisational policies, plans and procedures
• Confirm learning plans meet needs
• Designing learning plans
• Self-evaluation for areas on improvement
• Self-assessment against job specification
• Competence and types of knowledge
• Determining learning plan goals and objectives
• Techniques for team development and improvement
• Adult learners
• Learning style preferences
• Delivery methods
• Elements of learning and facilitation
• Effective learning requirements
• Theoretical learning
• Manage relevant resources and timelines
• Monitoring and learning
• Identify improvements
• Record outcomes
• Maintain records and reports of competency