Leadership & Management
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ILM Level 3 Award in First Line Management


Duration: 6 Days

This course aims to give practicing or potential first line managers the foundation for their formal development in this role. The qualification does this by developing basic management skills and assisting participants in gaining the basic knowledge required at this level.

The impact for the employer will be gained from:

  • More effective and confident first-line managers
  • Better relationships and communication in teams
  • Proven skills - to get this qualification, managers will need to show that they can transfer their new skills to your organisation
  • Managers with the tools to develop their own skills and abilities.

Who is the Course For?

The Level 3 Award in Leadership and Management is ideal for individuals who have management responsibilities but no formal training, and are serious about developing their abilities. The qualification also supports practising team leaders seeking to move up to the next level of management.

What Will You Learn?

By the end of this course delegates will be able to:

  • Understand how to develop and maintain effective working relationships
  • Understand how to build a team
  • Understand conflict management in the workplace
  • Understand the legal aspects and organisational policy relating to discipline in the workplace
  • Undestand how to monitor discipline in the workplace
  • Know how to communicate the organisations visions and strategy to the team
  • Know how to motivate and develop the team
  • Understand innovation and change in an organisation
  • Understand how to plan, monitor and review the implementation and communication of innovation and change in an organisation.
  • Undestand the effects of innovation and change on people and teams in an organisation.
  • Know how to describe a problem, its nature, scope and impact
  • Know how to gather and interpret information to solve a problem
  • Know how to evaluate options to make a decision
  • Know how to plan, monitor and review the implementation and communication of decisions.

What Will The Course Cover?

Day 1

Induction and Understanding how to establish an effective team

  • The nature of formal and informal working relationships
  • Role of open communciations and the need to keep people informed, in creating effective working relationships
  • Range of internal and external contacts
  • Differences between people, and the effects on relationship building
  • Differences in organisational culture, and the effects on relationship building at work
  • Social skills appropriate to the workplace
  • Range of behaviours which develop, maintain and destroy trust at work
  • The importance of maintaining confidentiality in the workplace
  • Characteristics of groups and teams - the differences, examples within the workplace
  • Tuckman's theory of group formation
  • How to identify team roles (e.g Belbin) and the uses and implications for managers
  • Building a balanced team to achieve objectives

NOS Units: Links to Managements & Leadership 2008 NOS: D1, D9, E11

Day 2

Understanding Conflict Management in the Workplace & Techniques for Dealing with Conflict

  • Possible causes of internal conflict, e.g. personal versus business objectives/values
  • Causes of interpersonal friction at work, including bullying and harassment
  • The effects of conflict on performance and the individual at work
  • Stages in the development of conflict
  • The manager's responsibility in minimising and resolving conflict, and techniques to achieve this
  • Ways to create harmony at work and engender a positive atmosphere
  • Organisational employment policies, (e.g. relating to time-keeping, absenteeism, conduct, level of performance, attitude and behaviour, gross misconduct)
  • Legal aspects of dsiciplinary processess, Interpersonal behaviour and support skills to maintain discipline at work
  • Records and other means to support and monitor the disciplinary process

NOS Units: Links to Management & Leadership 2008 NOS: D1. D14

Day 3


Day 4

Leading and Motivating a team Effectively

  • Why organisations or projects need a vision, mission and strategy and what they mean for first line leadership
  • How to develop team objectives that support overall strategy and vision
  • The importance of a team having a common sense of purpose that links to vision and strategy
  • The role that effective communication plays in conveying the overall mission of the organisation or project and how the collective work of the team and it's individual members support this
  • Effective techniques for communicating vision, goals and objectives in terms of: The critical importance of teams and individuals being motivated and committed to their objectives
  • Alternative theories of motivation, including Maslow's Hierarchy, Herzberg's Two Factor Theory, Vroom's Expectancy Theory etc.
  • Motivational factors that are available to the leader, for example: An appreciation of how these factors can apply to different situations, teams and individuals
  • How to select and use appropriate motivational factors
  • Giving feedback on performance
  • Basic support needs that individuals may have have and how to meet these
  • The importance of continuous development for the team and individual members

NOS Units: Links to Management & Leadership 2008 NOS: B5, B6, D1, D13, E11

Day 5

Solving Problems and Making Decisions

(CV: 2, GLH: 9 Hours)

  • Ways to recognise, define, investigate and analyse problems
  • Objective setting in relation to problem
  • Brainstorming, problem solving and creative thinking techniques
  • Difference between data and information
  • How to calculate and use simple averages and basic summary statistics
  • How to prepare and use grouped data and tables
  • Interpretation of charts and diagrams
  • Methods of indexing, referencing and structuring qualitative information
  • How to evaluate options
  • The importance of adequate and relevant information for effective decision-making
  • Identification of what information is relevant to specific decisions
  • Decision making techniques
  • The use of simple planning techniques - aciton plans, Gantt charts
  • Effective presentation of a case - i.e. providing facts and evidence, not just opinion
  • Monitoring and review techniques to evaluate outcomes of problem solving activities

NOS Units: Links to Management & Leadership 2008 NOS: D8, D10

Day 6

Understanding Innovation and Change in an Organisation

(CV: 2, GLH: 9 Hours)

  • The benefits of change and the consequences of not changing
  • The role of change in the survival and prosperity of organisations
  • Concepts of creativity and innovation and their significance for organisational success and change management
  • Barriers to change and innovation - how to identify them and other difficulties in implementing change
  • Means of overcoming barriers and difficulties including unfreezing and freezing techniques
  • Methods to monitor and control progress of innovation and change against plan, including use of Gantt charts, network planning
  • The role of communication in successful implementation of innovation and change
  • Change fatigue and its adverse effects
  • Ways to organise and co-ordinate resources and activities to achieve planned innovation and change
  • Direct and indirect aspects of innovation and change - human and financial effects upon other people, departments and organisations

NOS Units: Links to Management & Leadership 2008 NOS: C2, C5, C6

Pre-Course Preparation and Assessment

There is no pre-course preparation required for this award; though TSW would encourage the learner to consider the topic areas outlined and how they relate to your organisation and experiences.


  • Understanding how to establish an effective team - Short Answer Questions
  • Understanding conflict management in hte workplace - Short Answer Questions
  • Leading and motivating a team effectively - Short Answer Questions

Meeting Organisational Needs

If you are representing a business the Level 3 Award can be run exclusively and tailored to suit your company's specific learning requirements and organisational needs. There are a number of unit choices for organisations to ensure that the qualification meets specific Learning outcomes; employers can custom build a qualification focusing on the key areas of first line management that are most relevant to the demands of a specific role, industry or organisation. From managing health and safety to planning change in the workplace, the ILM qualifications can be fully trailored to meet the varying needs of learners across all employment sectors.

Advice is available from our experienced Learning and Devlopment Consultants.

For further information please call 01656 644300 to speak to our Business Development team or Contact Us via email at info@tsw.co.uk