Effective Management and Communication

This course surfaces the most recurring challenges of managing people and illustrates best practices for how exceptional managers address them. You will be introduced to tools that enable you to manage different personalities, mediate conflict, lead team meetings, give productive feedback and establish a culture of service and support.

The total learning hours for this Module amount to 50. These are distributed across the following categories:

Total Contact Hours: 20
Self-Study Hours: 5
Supervised Placement and Practice Hours: 0
Assessment Hours: 25

This Module carries a value of 2 ECTS.

Module-Specific Learner Skills:

At the end of the module/unit the learner will be able to

Integrate theory, research findings and practice for real-world problem solving.

Manage team communication and conflict.
Build a culture of customer service.
Facilitate effective meetings.
Inspire and evaluate employee performance.

Competences:

At the end of the module/unit the learner will have acquired the responsibility and autonomy to:

Manages people and projects and demonstrates the ability to respond to the fast-changing business environment.

Exhibit autonomy in team management and motivation.
Demonstrate accountability for conflict resolution and negotiation.
Analyse and manage employee performance effectively, using SMART goals and fair evaluation methods.
Provide developmental feedback and initiate a positive performance revolution within teams.
Create a culture of trust, sharing, and accountability.

Demonstrates autonomy in the direction of learning and a high level of understanding of learning processes.

Conduct effective meetings with appropriate tools and facilitation techniques.

Knowledge:

At the end of the module/unit the learner will have been exposed to the following:

Integrate forward-thinking concepts, standards, and managerial decision-making tools in the functional areas of management.

Examine performance management and its applications within organizational contexts
Analyze the characteristics of high-performing teams.
Examine how effective meetings function, and assess appropriate tools and facilitation techniques.
Evaluate the importance of customer service and its role in building long-term relationships with clients.

Skills:

At the end of the module/unit the learner will have acquired the following skills:

Develop effective communication skills.
Enhance team management and motivation abilities.
Quickly adapting new strategies for managing teams, especially in dynamic or changing environments.
Knowing how and when assign tasks to the right people, based on their strengths.
Encourage autonomy by giving employees the tools and confidence they need to make decisions independently.
Enhance conflict resolution and negotiation skills.
Organize effective one on one and team meeting.
Create a culture of active learning and development.
Feedback and performance management expertise. Offer actionable and balanced feedback that helps team members grow and increase performance.

Module 1

Leading an effective one-on-one and team meeting

What is an effective meeting?
When is a meeting appropriate?
Create an Effective Agenda for Efficiency and Preparation.
Choose Appropriate Meeting Tools.
Facilitation Tips for Leading Meetings.
Meeting Audit Tool.

Module 2

Customer Service

Customer Service Matters.
My Boss is My Customer? Internal and External Customers.
What’s at the Core of Your Service?
The RATER model, the Components. What is it?
Managing Reliability.
Assurance Equals Trust.
What is a tangible person? Tangibles and First Impressions.
E for Empathy. Behaviors that Help Show Empathy.
Responsiveness to the Rescue. How to Improve Responsiveness

Module 3

Performance Management

Analyzing Managing Performance.
Utilize the Power of Goal Setting: Set SMART Goals.
Combining Outcomes & Behaviors for Fairest Evaluation.
Managing Different People Profiles-Managing Low Performers.
Providing Developmental Feedback or Feedforward.
Putting it All Together-Start a Positive Performance Revolution.

Module 4

Team Effectiveness

Characteristics of High-Performing Teams.
What is a high level of trust? Create the Culture of Sharing. How to Empower Employees.
Team Accountability and Development. Tuckman's Four Stages of Team Development. Culture of Shared Accountability.
Team Growth: Learning & Development. Blake-Mouton Grid Team Analysis.

Courses are generally made up of weekly modules with pre-recorded videos that you can watch on a schedule or at your own pace. There are supplemental readings and student discussion forums, as well as quizzes.