Managing Teams in Service Organizations

Based on an accumulation of studies, Gallup findings revealed that the primary determinant of an engaging and high-performing workplace is the manager. When managers exhibit high competence in team leadership, employees are 59% more likely to be engaged.

However, for most people, team leadership skills do not come naturally which means they need to learn and apply this new skill systematically.

Otherwise, they would simply copy their own managers and supervisors and if these leaders are poor at interpersonal skills, the new leaders will end up with a lot of bad habits that they could do without.
And by virtue of the number of their direct reports, team leaders hold the key to engagement and productivity. At each level in the organization, the local manager, supervisor, or team leader has the ultimate influence on employee attitudes.
So without any formal training on leadership, they will have large scale negative impact on business results. Some of the consequences include loss of motivation to work, low productivity, mismanagement of resources, lack of transparency and ownership, unfriendly work environment, and costly employee turnover.
Course Overview
This course is designed to equip heads of teams with the skills and tools not just to avoid the consequences highlighted above but to unleash the talent of their individual team members and ensure that their team runs efficiently while maintaining a high level of motivation and satisfaction among team members - a high performing and happy team.
This program is not about the conventional team management style where managers rate the team member and develop the performance – viewing themselves as only an enforcer of performance.
It’s about the contemporary team management style where managers rate the performance and develop the team member. Rather than seeing themselves as an enforcer of performance; they consider their role as a manager and developer of front-line talent. This style, which enhances employee engagement, also goes with situational leadership model knowing that every person is different and should be treated as such.
Participants will learn to create a unified atmosphere with good collaboration and cohesiveness of team members. They will learn to build into their team a cooperative atmosphere and ease of achieving big results while giving its individual members a sense of significance and ensuring that groupthink does not happen.
This course is ideal for front line managers, team leads, unit heads, and supervisors. In other words, it’s for individuals who are placed in charge of managing teams and working effectively ‘through’ the team to ensure that team goals are met.
Course Outline: 
What is Team Leadership?
-What is involved in team leadership?
-How should a team leader divide his time?
-The major functions of a team leader
Effective Team Leadership and Support
- Leading and coaching hand in hand
- Defining leadership responsibilities
- Team leader as team coach
- Situational leadership
- Leadership styles
- Helping subordinates develop
- Building trust as a leader
- Team management rating assessment
Establishing Rapport
-Improving communication with others by using empathy
-Communicating with people when they want to raise a concern
-Making people feel comfortable so they can share their thoughts with you
Case Studies
-What can you learn from these case studies on team leadership?
-What to be aware of if you have recently been promoted to a leadership role
-What makes a good team leader
-Supporting your team and managing their workload
-Managing your team in relation with other team leaders
Situational Leadership
-The leadership styles
-Helping employees develop
-Relating your leadership style to each individual under your leadership
-Using a framework that helps you approach situations systematically, using a variety of interventions
-Avoiding the use of destructive habits repeatedly when leading
-Alternatives to authoritative leadership
-Motivating your team
-Providing support and mentoring
-Carrying out performance appraisals
-The do’s and don’ts of performance management meetings