FrontLine Leadership

Skills that keep frontline managers and supervisors at the top of their game

Effective frontline

leaders are critical to your organization’s

success.

When their performance suffers so do bottom-line

results.

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

• 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

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

FrontLine Leadership

core program

Managing Individual Performance

• Establishing Performance Expectations

• Developing Job Skills

• Coaching for Optimal Performance

• Taking Corrective Action

Developing Team Performance

• Clarifying Team Roles and Responsibilities

• Conducting Information Exchange Meetings

• Resolving Team Conflicts

FrontLine Leadership

core program

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

Managing Change and Innovation

• Managing Change

• Fostering Improvement Through InnovationFrontLine

Leadership core program

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

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

CoreInterpersonal

Skills

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

CoreInterpersonal

Skills

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

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

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

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

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

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

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

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

ideas effectivelyLeading 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

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

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