CERTIFICATE IN TEAM LEADERSHIP

'An opportunity to learn by doing and observing'

"I am pleased to confirm that, having considered the content, delivery and assessment of the Certificate in Team Leadership, I fully recognise its ability to develop the future managers and leaders of the hospitality industry.  Initiatives to increase the skills levels and knowledge of new entrants and existing managers within the industry are welcomed by Radisson Edwardian Hotels.  I believe that this course provides a valuable foundation for those who have an interest in pursuing a successful management career in the international hospitality industry."

Jasminder Singh, Chairman, Radisson Edwardian Hotels

Who Should Attend

Employees who either currently lead teams, such as junior managers responsible for small units, restaurants, kitchens, reception or accommodation services, or are seen as having the potential to take up a such a role.

Course Overview

Building upon the findings of the first primary market research project of its kind, The  Hospitality Leadership Excellence Survey, this is a unique development course focusing entirely on the team leader qualities required of the service industries. It takes as its core model, Action Centred Leadership (ACL), created by one of the world's foremost leadership experts, John Adair, which is represented by three, overlapping circles that denote a leader's main responsibilities:

» achieving the task

» building and maintaining the team

» developing the individual

The two-day programme encourages trainees to consider how the principles of ACL can be applied to great effect within a customer service environment. However, it is not only relevant to the challenges faced by a team leader employed within our industry it is also:

» Practical - focusing on the actions required by a team leader.  

» Participative - encouraging learning by doing and reviewing. Every trainee will have at least one opportunity to lead a team through an exercise, one opportunity to formally observe the leadership of an exercise, and a number of opportunities to experience and review the leadership of other trainees.

» Varied - The course content below identifies the range of training methods are used, including presentations, discussions (pairs, group and plenary), team and leadership exercises and personal reflection.

» Action-oriented - trainees are required to draw up a plan of specific actions, based on their learning during the course, and to commit themselves to applying them upon their return to work.

» Challenging - trainees will be encouraged to face up to the demands of their industry roles

» Enjoyable - people learn best when they are enjoying themselves, and they will on this course!

The course will be delivered by an industry-experienced trainer, who is licensed by Hospitality Leadership.

Certification

Certificates will be awarded for successful completion of an Assessment of Learning - a 45 minute examination marked by The Confederation of Tourism and Hospitality, in which students identify what leadership actions they would take according to a given case study, using the principles of ACL as the basis of their answer. It can be taken as an extension to the last day of the course, or at a later time, according to the wishes of the client.

Course Outcomes

At the end of the course, trainees will be able to:

» Understand what is meant by leadership and the role of a team leader within a service environment  

» Understand and apply the principles of ACL within a customer service workplace

» Draw up a plan of action to improve their leadership skills according to the principles of ACL

Benefits for Organisations

Organisations will benefit from team leaders who understand and apply effective leadership skills and:

» Lead more highly motivated teams

» Have higher levels of transferable leadership skills

» Have the foundation of leadership skills upon which they can develop into operational leaders

» Whose teams provide improved standards of service to external and internal customers

» Whose teams contribute positively to their organisation's image and competitiveness

» Whose teams enjoy lower levels of staff turnover

Course Overview

DAY 1

Session 1

• Introductions
• Course aims and objectives
• Personal action sheets and individual aims and objectives
• Completion of Motivation Questionnaire
• Guide to practical exercises
• Team Exercise
• Presentation - Management and Leadership

Session 2

• Leadership Exercise 1
• Group discussion - What makes a great leader?
• Presentation - The Three Approaches to Leadership: qualities, situational and functional

Session 3

• Leadership Exercise 2
• Presentation - Action Centred Leadership - The three circles of Task, Team and Individual
• Group Discussion - The 21st Century Leader

Session 4

• Leadership Exercise 3
• Group Discussion - How can a team leader motivate people at work?
• Presentation - Adair's Eight Points on Motivation
• Leadership Exercise 4
• Consolidation of Day 1's learning, including leadership lessons from practical exercises
• Evening - Read paper on ‘Effective Leadership’ by Alan Cutler

DAY 2

Session 5

• Presentation - Maslow's Hierarchy of Needs
• Leadership Exercise 5
• Presentation - Leadership Functions

Session 6

• Presentation -  Hertzberg's Hygiene & Motivation Factors
• Leadership Exercise 6
• Presentation -  The Role of a Leader
• Presentation - Pulling together our learning on leadership 

Session 7 

• Leadership Exercise 7
• Presentation – Effective decision-making 
• Group Discussion - Delegation and empowerment

Session 8

• Group Exercise - An ACL Leadership Scenario
• Presentations of ACL Scenario
• Personal action planning
• Course evaluation

 Summary

In summary, The Certificate in Team Leadership, designed and delivered by Hospitality Leadership, is a sector-specific development programme for current or potential supervisors and junior managers. Run over two days, it uses as its foundation John Adair's Action Centred Leadership model and includes an opportunity for each trainee to practice and develop his or her personal leadership skills, leading up to the completion of a personal leadership action plan to be applied back in their work place. Certificates are awarded for successful completion of an assessment of learning, based upon an ACL case study.

How is it Evaluated by Trainees?

Ask the team leaders from The Columbia Hotel and Resort, Cyprus ....

Ask all the team leaders who have attended the training to date .....

Average of all evaluation scores received (from 1 - 10):

1. Quality of course delivery by the trainer - 9.1
2. Quality of exercises - 8.9
3. Quality of course material - 8.9
4. How well did the course meet your objectives - 8.5
5. How relevant was the course to your working life - 8.4
6. What was your overall experience of the training - 9.0

And some of the comments from evaluation sheets

"Challenged your leadership skills"

"Just perfect for me"

"Very enjoyable and challenging"

"Alan always pushes us to the limit"

"The course was full of humour"

"The leadership exercises pushed me out of my comfort zone"

"It was one of the best seminars I have ever attended"

"I've thoroughly enjoyed the experience and feel that everyone has learnt something about themselves"

"The leadership exercises were brilliant to put the principles into practice, and the in-depth feedback at an impersonal level worked really well"

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