Module 3
Leading Your Business
Managing change, performance and behaviour management, business-owner mindset, presenting, negotiating, and customer service excellence.
Key Content
Managing Change
Performance Management
Presenting
Customer Experience
Overview of Module 3
In the third module we look at managers as leaders, including how they might run their business more effectively.
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We explore why and how change affects people and identify ways to help colleagues embrace rather than resist it.
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We examine how businesses operate, and consider how ethical and sustainable profits can be made in a world of employee, regulatory, and technological change.
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Managers also explore how to performance manage in an impactful and respectful way, whilst also learning the basics of presenting and negotiating at work.
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The final session explores how to create and maintain a customer-centric business.
Module 3 - Insights:
Few people find change, confrontation, or conflict easy to navigate, not least because the stakes and emotions are often high.
In this module, delegates learn the basics of project management, as well as what makes change, conflict, and certain conversations difficult for them (and others). They then get to practise simple techniques to help them manage change better, whilst also helping them to feel more confident when having challenging conversations.
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The assertiveness spectrum is also considered, in particular how aggression and passiveness can be addressed in an assertive and engaging way.
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We consider what drives managers and their teams, along with how they make decisions, as well as the factors that influence what they choose to prioritise.
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Under the banner of leadership moments of truth, delegates reflect on instances where they either add or detract from the overall well-being and performance of their teams and the wider business.
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Finally, delegates get to reflect on what it is that customers really want and need from a business, with a view to creating service excellence for both internal and external customers.
Key themes for Module 3 include:
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Managing change: the project lifecycle and methodologies.
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The psychology of performance management.
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Managing disciplinary procedures, grievances, and probation periods effectively.
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Understanding deep-rooted drivers of performance and behaviour.
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The assertiveness spectrum (how to be professionally assertive).
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Mastering (rather than avoiding) difficult conversations.
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Presentation tips and techniques.
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Running effective meetings (face-to-face and remotely).
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Operating with a business owner mindset.
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Basics of negotiation and decision-making.
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Understanding A.I at work
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Customer Moments of Truth – creating meaningful experiences for customers.