ILM Level 5 - India

ILM Level 5 Diploma in Leadership and Management Course Outline

Total Credit Value: 41

Guided Learning Hours: 128

Course Outline

Unit 8607-504: Leading Innovation and Change

Credit Value: 5

Guided Learning Hours: 24

Module 1: Understanding Innovation and Change Management

• Explain the Importance of Innovation in Your Own Organisation
• Discuss the Importance of Effectively Managing Change

Module 2: Proposing Innovative Solutions

• Assess Opportunities for Innovation and Improvement
• Justify Improvements in the Context of Organisational Objectives
• Generate Innovative Options to Deliver Improvements
• Evaluate the Feasibility and Viability of These Options

Module 3: Leading and Managing Change

• Create a Change Management Plan Tailored to Stakeholder Expectations
• Implement and Monitor the Change Management Plan Against Set Targets

Unit 8607-506: Managing Stress and Conflict in the Organisation

Credit Value: 3

Guided Learning Hours: 8

Module 4: Understanding Organisational Effectiveness in Stress and Conflict Management

• Evaluate Your Organisation's Response to Workplace Stress and Conflict

Module 5: Enhancing Stress and Conflict Management

• Plan and Implement Improvements for Managing Stress and Conflict
• Critically Assess Your Effectiveness in Managing Stress and Conflict

Unit 8607-512: Managing Resources

Credit Value: 4

Guided Learning Hours: 12

Module 6: Managing Physical Resources

• Evaluate the Use of Physical Resources in Line with Organisational Policies
• Assess Maintenance and Safety Procedures for Physical Resources
• Assess Security Procedures for Physical Resources
• Identify Opportunities for Improvement in Resource Management Policies

Module 7: Implementing Improvements in Resource Management

• Plan Improvements for Managing Physical Resources Based on Evaluations
• Implement Improvements, Ensuring Compliance with Organisational Policies

Unit 8607-520: Assessing Your Own Leadership Capability and Performance

Credit Value: 6

Guided Learning Hours: 15

Module 8: Understanding Leadership Styles

• Review Prevailing Leadership Styles in the Organisation
• Assess the Impact of These Styles on the Organisation’s Values and Performance

Module 9: Evaluating Leadership Effectiveness

• Assess Your Ability to Apply Different Leadership Styles in Various Situations
• Evaluate Your Ability to Communicate Organisational Values and Goals
• Assess Your Ability to Motivate and Build Commitment to Organisational Values

Module 10: Adopting Effective Leadership Styles

• Justify the Most Effective Leadership Style to Motivate Staff in Your Area
• Implement the Chosen Leadership Style to Motivate Staff and Achieve Organisational Goals

Unit 8607-522: Becoming an Effective Leader

Credit Value: 5

Guided Learning Hours: 9

Module 11: Understanding Leadership Abilities

• Evaluate Your Ability to Use Various Leadership Styles in Diverse Situations
• Use Theories of Emotional Intelligence to Assess the Impact of Emotions on Performance

Module 12: Evaluating Leadership Skills

• Review Your Ability to Set Directions and Communicate Effectively
• Assess Your Ability to Motivate, Delegate, and Empower Others
• Create a Personal Development Plan to Enhance Your Leadership Skills

Unit 8607-404: Delegating Authority in the Workplace

Credit Value: 3

Guided Learning Hours: 3

Module 13: Understanding Delegation Benefits

• Evaluate Benefits of Effective Delegation
• Explain How Delegation Empowers Others

Module 14: Effective Delegation in the Workplace

• Justify the Process for Delegating Work
• Allocate and Monitor Delegated Work

Module 15: Enhancing Delegation Skills

• Review Effectiveness of Your Delegation
• Assess Ways to Improve Your Delegation and Empowerment Skills

Unit 8607-406: Developing Your Leadership Styles

Credit Value: 4

Guided Learning Hours: 10

Module 16: Understanding Effective Leadership Outcomes

• Evaluate the Importance of Performance and Engagement with Followers in an Organisation

Module 17: Assessing Personal Leadership Styles

• Review Your Leadership Styles Using a Diagnostic
• Assess the Effectiveness of Your Leadership Styles

Module 18: Implications of Personal Leadership Styles

• Evaluate the Implications of Your Leadership Styles for Yourself and Your Organisation
• Assess the Impact of Situational Changes on the Effectiveness of Your Adopted Style

Module 19: Assessing Leadership Behaviour

• Evaluate Factors That Influence Leadership Effectiveness
• Assess Your Leadership Behaviour Based on These Factors

Module 20: Developing Leadership Style and Effectiveness

• Produce an Action Plan for Developing Your Leadership Style and Effectiveness
• Explain the Benefits of Implementing the Action Plan
• Describe How You Will Monitor and Evaluate the Action Plan

Unit 8607-412: Managing Meetings

Credit Value: 3

Guided Learning Hours: 15

Module 21: Understanding Meeting Types and Purposes

• Describe Different Types of Meetings in the Organisation
• Explain the Necessity of Various Meeting Types

Module 22: Preparing for Meetings Effectively

• Define the Purpose and Objectives of a Meeting
• Identify Resources Needed to Support and Manage the Meeting
• Explain the Reasoning Behind the Choice of Invitees
• Justify Information Provided to Attendees in Advance

Module 23: Developing Meeting Management Skills

• Evaluate Your Ability to Chair or Lead Meetings with Feedback
• Identify Weaknesses in Your Meeting Management
• Create a Development Plan to Improve Meeting Management Skills

Module 24: Managing Actions Post-Meeting

• Monitor Progress of Actions Agreed Upon in Meetings
• Manage Personal Actions from Meetings to Meet Deadlines
• Evaluate the Impact of Meeting Actions on the Organisation

• Impact of Agreed Actions at the Meeting on the Organisation

Unit 8607-415: Motivating People in the Workplace

Credit Value: 2

Guided Learning Hours: 6

Module 25: Understanding Workplace Motivation Factors

• Evaluate Theories of Motivation Relevant to Your Workplace
• Evaluate Factors Affecting Performance and Motivation

Module 26: Enhancing Motivation and Performance

• Select and Apply a Motivation Theory to Your Workplace
• Evaluate the Impact of This Theory on Workplace Performance

Unit 8607-416: Solving Problems by Making Effective Decisions in the Workplace

Credit Value: 3

Guided Learning Hours: 14

Module 27: Analysing Complex Problems in the Workplace

• Define a Complex Problem Including Its Scope and Impact
• Analyse Information to Inform the Decision-Making Process

Module 28: Applying Decision-Making Techniques

• Propose a Range of Alternative Solutions
• Evaluate Solutions Using a Decision-Making Technique to Identify the Most Appropriate Option

Module 29: Planning Solution Implementation

• Develop a Detailed Plan for Implementing the Solution
• Communicate the Plan to Relevant Stakeholders
• Assess Monitoring and Review Techniques to Ensure Successful Implementation

Unit 8607-427: Developing a Culture to Support Innovation and Improvement

Credit Value: 3

Guided Learning Hours: 12

Module 30: Understanding Organisational Culture

• Describe the Underlying Culture Within the Organisation
• Explain How Culture Influences Management Style and Team Structure
• Discuss Your Role in Promoting the Organisation’s Vision and Culture

Module 31: The Role of Values in Organisational Culture

• Explain How Your Values Influence Your Response to Change and Innovation
• Discuss Your Responsibility to Reinforce an Innovation and Change Culture
• Highlight the Importance of Being Aware of Others' Needs to Minimise Resistance to Change

Module 32: Supporting Roles in Innovation and Change

• Identify Tasks for Innovators During the Innovation Process
• Outline the Role of Managers in the Innovation Process
• Explain Senior Management’s Role in Strategy Definition for Innovation

Module 33: Developing a Culture of Innovation

• Describe Methods to Encourage Innovative Thinking in the Workplace
• Explain the Importance of Providing Constructive Feedback to Innovators
• Discuss How to Support and Guide the Implementation of Ideas

Module 34: Risk Management in Supporting Creativity and Innovation

• Describe How to Recognise and Manage Risks in Innovation
• Explain Developing a Risk-Aware Culture That Supports Taking Acceptable Risks
• Discuss the Importance of Communicating Risks Across the Organisation
• Outline Compliance with Legal and Regulatory Requirements in Innovation Activities

Module 35: Communication’s Role in the Innovation Process

• Explain the Importance of Communicating a Clear Vision for Innovation Outcomes
• Discuss the Purpose of an Elevator Pitch for Securing Innovation Sponsorship
• Key Actions Needed to Develop a Business Case for Innovation
• Highlight the Importance of Communicating Innovation Outcomes to Maintain Engagement

ILM Level 5 Certificate in Effective Coaching and Mentoring Course Outline

Total Credit Value: 16

Total Guided Learning Hours: 42

Unit 8588-500: Understanding the Skills, Principles, and Practice of Effective Coaching and Mentoring within an Organisational Context

Credit Value: 6

Guided Learning Hours: 20

Module 1: Understand the Purpose of Coaching and Mentoring within an Organisational Context

• Introduction to Coaching and Mentoring
• Differences Between Mentoring and Coaching
• Similarities Between Mentoring and Coaching
• Importance of Coaching and Mentoring
• Barriers to Coaching and Mentoring
• Organisational Benefits of Coaching and Mentoring

Module 2: Understand the Knowledge, Skills, and Behaviours Required to be an Effective Coach or Mentor

• Skills Coaches and Mentors Need
• Effective Communication for Effective Coaching
• Coaching and Mentoring Roles
• Responsibilities of a Coach
• Responsibilities of a Mentor

Module 3: Understand the Importance of Effective Contracting and Management of the Coaching or Mentoring Process

• Contracting in Coaching
• Coaching and Mentoring Processes
• Implementing Coaching and Mentoring in Organisation
• Steps in Coaching Process
• Mentoring Process

Unit 8588-501: Undertaking Effective Coaching or Mentoring within an Organisational Context

Total Credit Value: 5

Guided Learning Hours: 12

Module 4: Be Able to Plan and Prepare Effective Coaching or Mentoring within an Organisational Context

• Set Up a Mentoring Programme
• Mentoring Programme Design
• Steps to Start a Mentoring Programme
• Create a Culture of Coaching

Module 5: Be Able to Undertake and Record at Least 18 Hours of Effective Coaching or Mentoring with a Minimum of 2 and a Maximum of 3 Individuals

• How Should Coaches Manage Record Keeping?
• Purpose of Record Keeping
• Practical Guidelines for Record Keeping
• Video and Audio Recordings
• Data Protection
• Records Access and Security
• Reflective Practice

Module 6: Be Able to Demonstrate and Evidence Ongoing Reflection and Review of Own Coaching or Mentoring Practice

• Create Reflection in Coaching
• Continuous Professional Development Cycle
• Strategies and Techniques for Mentoring and Coaching
• Coaching with Feedback
• Coaching Feedback Model

Unit 8588-503: Reviewing Own Ability as a Coach or Mentor within an Organisational Context

Total Credit Value: 5

Guided Learning Hours: 10

Module 7: Be Able to Holistically Review their Ability to Perform Effectively as a Coach or Mentor within an Organisational Context

• How to Use Mentors for Measurement and Evaluation?
• Role of Mentors in Employee Performance Evaluation
• Employee Performance Evaluation Metrics
• Performance Coaching
• Evidence-Based Assessment
• How Do Learners Work Through an Applied Learning Activity?
• Coaching Models
• Ethical Behaviour in the Mentee-Mentor Relationship

Module 8: Be Able to Develop a Plan for their Future Professional Development in Coaching or Mentoring

• SWOT Analysis
• Importance of SWOT Analysis
• Write a SWOT Analysis
• How to Do SWOT Analysis?
• Personal Development Plan
• Create a Personal Development Plan
• Benefits
• Continuing Professional Development (CPD)
• Importance
• Types
• Recording Development
• Benefits

ILM Level 5 Diploma in Effective Coaching and Mentoring Course Outline

Total CV: 38

Unit 1: Skills, Principles and Practice of Effective Coaching and Mentoring within an Organizational Context 8588-500

CV: 6

Module 1: Understand the Purpose of Coaching and Mentoring within an Organizational Context

• Coaching and Mentoring
• Organizational Effects on Coaching or Mentoring
• Benefits for Individuals and Organizations
• Assess the Impact of Coaching or Mentoring
• Barriers to Coaching or Mentoring

Module 2: Understand the Skills, Behaviors, Attitudes, Beliefs and Values of an Effective Coach or Mentor

• Critically Explore the Knowledge, Skills, and Behavior of an Effective Coach or Mentor
• Analyse Why Coaches or Mentors Require Effective Communication Skills
• Review the Responsibilities of the Coach or Mentor to Manage Relationships (Including Values and Power) and Remain Ethical and Non-Judgmental

Module 3: Understand the Role of Contracting and the Process to Effectively Coach or Mentor

• Review a Model or Process Which Should be Followed When Formally Coaching or Mentoring
• Analyse the Rationale for and the Characteristics of Effective Contracting within Coaching or Mentoring
• Explain the Necessity of Exploring the Expectations and Boundaries of a Coaching or Mentoring Program with all Stakeholders

Unit 2: Undertaking an Extended Period of Effective Coaching or Mentoring within an Organizational Context 8588-502

CV: 27

Module 4: Plan and Prepare for Coaching or Mentoring Programmes

• Plan and Prepare to Deliver a Coaching or Mentoring
• Identify Individual Developmental Needs
• Establish a Coaching or Mentoring Contract

Module 5: Undertake Coaching Sessions

• Complete a Minimum of fifty-four Hours of Coaching or Mentoring
• Document Goals, Progress, Discussions, and Outcomes
• Keep Records of Feedback from Supervisors and Clients
• Maintain Evidence of Ongoing Reflection on Coaching or Mentoring Sessions

Module 6: Reflections on Your Performance as a Coach or Mentor

• Reflect on Each Session and Identify Key Learning
• Justify the Tools and Techniques
• Use Feedback on Effectiveness of Own Coaching or Mentoring
• Learn Effective Communication Techniques

Unit 3: Reviewing Own Ability as a Coach or Mentor within an Organizational Context 8588-503

CV: 5

Module 7: Be Able to Holistically Review their Ability to Perform Effectively as a Coach or Mentor within an Organizational Context

• Evaluate the Benefits that Have Been Realized as a Result of the Coaching or Mentoring Undertaken
• Reflect on their Overall Learning and Development as a Coach or Mentor, Including Communication Techniques of Questioning
• Conduct a Comprehensive Evidenced Based Assessment of their own Ability as an Effective Coach or Mentor

Module 8: Be Able to Develop a Plan for their Future Professional Development in Coaching or Mentoring

• Produce an in-Depth SWOT Analysis for their Role as a Coach or Mentor
• Produce a Comprehensive Personal Development Plan, Detailing How this Will Support Own Development in Coaching or Mentoring
• Explain How They Will Monitor and Evaluate their Own Ongoing Continuing Professional Development (CPD) in Relation to Coaching or Mentoring

ILM Level 5 Award in Leadership Course Outline

Total Credit Value – 6

Total Guided Learning Hours – 15

Unit 8322-500: Assessing Your Leadership Capability and Performance

Credit Value – 6

Guided Learning Hours – 15

Module 1: Understand Leadership Styles Within an Organisation

• Review the Prevailing Leadership Styles in the Organisation
• Prevailing Leadership Styles on the Organisation’s Values and Performance

Module 2: Effectiveness of Own Leadership Capability and Performance in Meeting Organisational Values and Goals

• Apply Different Leadership Styles in a Range of Situations
• Communicate the Organisation’s Values and Goals to staff in Own Area
• Motivate Others and Build Commitment to the Organisation’s Values and goals.

Module 3: Effective Leadership Style to Motivate Staff to Achieve Organisational Values and Goals

• Justify the Most Effective Leadership Style to Motivate Staff
• Implement the Most Effective Leadership Style in Order to Motivate Staff

ILM Level 5 Certificate in Leadership Course Outline

Total Credit Value – 21

Total Guided Learning Hours – 51

Unit 8322-500: Assessing Your Leadership Capability and Performance

Credit Value – 6

Guided Learning Hours – 15

Module 1: Understand Leadership Styles Within an Organisation

• Review the Prevailing Leadership Styles in the Organisation
• Prevailing Leadership Styles on the Organisation’s Values and Performance

Module 2: Effectiveness of Own Leadership Capability and Performance in Meeting Organisational Values and Goals

• Apply Different Leadership Styles in a Range of Situations
• Communicate the Organisation’s Values and Goals to staff in Own Area
• Motivate Others and Build Commitment to the Organisation’s Values and goals.

Module 3: Effective Leadership Style to Motivate Staff to Achieve Organisational Values and Goals

• Justify the Most Effective Leadership Style to Motivate Staff
• Implement the Most Effective Leadership Style in Order to Motivate Staff

Unit 8607-501: Managing Improvement

Credit Value – 15

Guided Learning Hours – 36

Module 4: Organisational Effectiveness in Quality Management

• Assess Organisational Effectiveness in Quality Management
• Evaluate Personal Quality Management Skills

Module 5: Quality Improvement Projects

• Develop a Quality Improvement Plan
• Implement Quality Improvement Plans

ILM Level 5 Award in Leadership and Management Skills Course Outline

Total Credit Value: 10

Total Guided Learning Hours: 30

Unit 8609-400: Management Role to Improve Management Performance

Credit Value: 4

Guided Learning Hours: 15

Module 1: Specific Responsibilities of Middle Managers

• Goals and Objectives of your Organisation
• Responsibilities of Middle Managers

Module 2: How Communication and Interpersonal Skills affect Managerial Performance in the Workplace?

• How Interpersonal and Communication Skills affect Managerial Performance
• Strategies to Overcome Barriers to Effective Managerial Communication and Interpersonal Skills

Module 3: Personal Development Opportunities to Improve own Managerial Performance

• Knowledge, Skills And Behaviour, and their effect on own Managerial Performance
• Identify Areas for Personal Development
• Personal Development Plan

Unit 8609-500: Assessing Your Own Leadership Capability and Performance

Credit Value: 6

Guided Learning Hours: 15

Module 4: Understand Leadership Styles within an Organisation

• Review the Prevailing Leadership Styles in the Organisation
• Impact of the Prevailing Leadership Styles

Module 5: Leadership Capability and Performance

• Different Leadership Styles in a Range of Situations
• Ability to Communicate the Organisation’s Values and Goals
• Ability to Motivate Others and Build Commitment

Module 6: Effective Leadership Style to Motivate Staff

• Most Effective Leadership Style
• Implement the Most Effective Leadership Style

ILM Level 5 Diploma in Principles of Leadership and Management Course Outline

Total Credit Value – 37

Guided Learning Hours - 88

Unit 8610-400: Understanding the Management Role to Improve Management Performance

Credit Value – 4

Guided Learning Hours - 5

Module 1: Middle Management Responsibilities

• Understand Organisational Goals and Objectives
• Evaluate Middle Manager Responsibilities in Achieving Goals

Module 2: Managerial Communication

• Assess How Communication Impacts Performance
• Identify Strategies to Overcome Communication Barriers

Module 3: Personal Development in Management

• Assess Personal Managerial Impact
• Identify and Plan for Personal Development

Unit 8610-501: Managing Improvement

Credit Value – 3

Guided Learning Hours - 8

Module 4: Managing Organisational Quality

• Assess Organisational Quality Management
• Evaluate Personal Quality Management Capabilities

Module 5: Improvement Planning

• Develop and Implement A Comprehensive Improvement Plan

Unit 8610-502: Making a Financial Case

Credit Value – 3

Guided Learning Hours - 14

Module 6: Financial Management for Managers

• Understand Capital Vs. Revenue Expenditure
• Classify and Allocate Costs Effectively

Module 7: Financial Decision-Making

• Utilise Financial Evaluation Techniques for Decision-Making

Unit 8610-503: Developing Critical Thinking

Credit Value – 4

Guided Learning Hours - 18

Module 8: Assessing Personal Values and Beliefs

• Differentiate Between Beliefs, Attitudes, And Values
• Assess the Impact of Personal Values on Behaviour

Module 9: Critical Thinking in Management

• Apply Critical Thinking to Management Theories and Practice.

Unit 8610-504: Leading Innovation and Change

Credit Value – 5

Guided Learning Hours - 24

Module 10: Innovation and Change Management

• Understand the Need for Innovation and Change Management
• Assess and Justify Innovation Opportunities

Module 11: Change Leadership

• Create and Implement A Change Management Plan

Unit 8610-505: Managing Individual Development

Credit Value – 4

Guided Learning Hours -18

Module 12: Performance Evaluation

• Conduct Performance Gap Analysis

Module 13: Development Planning

• Plan and Justify Personal Development Strategies
• Monitor and Report on Development Progress

Unit 8610-401: Planning and Leading a Complex Team Activity

Credit Value – 4

Guided Learning Hours – 6

Module 14: Complex Team Activity Planning

• Plan and Resource Complex Activities
• Assess Risks and Manage Operational Constraints

Module 15: Team Communication

• Communicate and Clarify Activity Plans to The Team
• Review Leadership Effectiveness Through Team Feedback

Unit 8610-403: Managing Risk in the Workplace

Credit Value – 3

Guided Learning Hours - 6

Module 16: Workplace Risk Management

• Evaluate Risk Management Policies and Compliance

Module 17: Risk Identification and Management

• Conduct Risk Assessments and Propose Mitigation Strategies

Unit 8610-422: Understanding the importance of marketing for an organisation

Credit Value: 3

Guided Learning Hours: 12

Module 18: Understand the Market Within Which an Organisation Operates

• Review the Market Focusing on Market Size, Organisation's Share, and Competitor Profile
• Explain the Role of the Marketing Function and Activities

Module 19: Understand the Effectiveness of Marketing Within Own Organisation

• Evaluate the Effectiveness of a Marketing Campaign
• Make Recommendations to Improve the Effectiveness of a Marketing Campaign

Unit 8610-601: Managing Operations Research

Credit Value – 3

Guided Learning Hours - 10

Module 20: Operations Research Management

• Define and Resolve Operational Problems Using Selected Research Methodologies

Module 21: Interpreting Research Outcomes

• Recommend Organisational Improvements Based on Research Findings

ILM Level 5 NVQ Diploma in Management and Leadership Course Outline

Total Credit Value: 53

Total Guided Learning Hours: 242 Hours

Unit 8623-500: Contribute to the Development of a Strategic Plan

Credit Value – 5

Guided Learning Hours - 31

Module 1: Understand the Principles of Strategic Planning

• Strategic Planning Model
• Advantages and Disadvantages of the Main Analytical Methods
• Business Analysis Techniques Used in Strategic Plans
• Approaches to Business Strategy

Module 2: Analyse the Factors Affecting the Development of Strategic Plans

• PESTLE Analysis in Strategic Management
• PESTEL and Financial Analysis
• Political-Legal and Social Environment
• Factors Influencing Changes in Strategic Management
• Tools and Techniques to Apply Strategic Analysis and Planning

Module 3: Contribute to a Strategic Plan

• Relationship Between Strategy Formulation and Strategic Planning
• Difference Between Strategy Formulation and Strategy Implementation
• Factors to Successful Strategic Planning
• How to Evaluate Corporate Strategy?

Unit 8623-501: Design Business Processes

Credit Value – 5

Guided Learning Hours - 23

Module 4: Understand Techniques and Tools that Support the Design of Business Processes

• Principles of Business Process Re-Engineering
• Workflow Pattern
• Workflow Patterns for Business Process Modelling
• Usability Testing
• Business Process Modelling Tools
• How to Analyse and Evaluate Business Processes?

Module 5: Develop Business Processes

• Scope for Business Process Improvement and Constraints
• Generate Better Ideas for Your Business
• Business Process Modelling Techniques
• Feasibility Study
• Areas of a Project Feasibility Study
• Managing Tensions Between New and Existing Business Models

Module 6: Evaluate the Effectiveness of Business Processes

• Business Process Analysis Techniques
• Improving Business Processes
• Business Cases, Benefits, Costs, and Impact
• Cost-Benefit Analysis
• Evidence-Based Practice for Effective Decision-Making

Unit 8623-502: Manage Strategic Change

Credit Value - 7

Guided Learning Hours - 25

Module 7: Understand the Management and Evaluation of Change

• Characteristics of Change Management Models
• Stakeholder Analysis
• Stakeholder Mapping
• How to Map Stakeholders?
• Change Management for Business Continuity
• Crisis Management and Business Continuity Planning
• Business Continuity and Crisis Management

Module 8: Plan for Strategic Change

• Scope Change Management
• How to Deal with Last-Minute Scope Changes?
• Internal and External Environments of Business
• Internal and External Environmental Factors Affect Business
• Ethics and Organisational Change Management
• Organisational Change Management Strategies

Module 9: Manage Strategic Change

• Resource Allocation
• Resource Allocation Tips for Projects
• Steps to Effective Organisational Change Management
• Managing Organisational Change
• Implement a New Strategy Without Disrupting Your Organisation
• Ways to Proactively Manage Stakeholders
• Strategies for Dealing with Difficult Stakeholders

Module 10: Evaluate Strategic Change

• Measure Change Management Effectiveness
• Step to Evaluating Change
• Change Management Tools
• Evidence-Based Practice for Effective Decision-Making

Unit 8623-400: Provide Leadership and Management

Credit Value - 5

Guided Learning Hours - 28

Module 11: Principles Supporting Leadership and Management

• Leadership Theories Apply in the Workplace
• Role of Cultural Self-Awareness in Global Leadership
• Cultural Differences Affect Leadership Styles
• Organisational Structure
• Role of Stakeholder Engagement
• Assessment of Organisational Culture Types, Leadership Styles

Module 12: Engage and Inspire Stakeholders and Colleagues

• Behaviours and Attitudes that Show a Commitment to an Organisation’s Goals
• Commitment to the Fulfilment of an Organisation’s Vision and the Expression of Its Values
• Identifying and Analysing Stakeholders and Their Interests
• Manage Stakeholder Expectations
• Maintaining Strong Employee Morale During Difficult Times
• Action to Secure the On-Going Commitment of Colleagues and Other Key Stakeholders

Module 13: Deliver Results

• Planning and Resourcing Decisions That Optimise The Available Resources, Skills and Expertise
• Techniques Whilst Delivering Targets
• Empower Individuals to Take Responsibility for Their Decisions
• Plans, Priorities and Resource Allocations to Meet Changing Circumstances And Priorities

Unit 8623-504: Promote Equality of Opportunity, Diversity and Inclusion

Credit Value - 5

Guided Learning Hours - 26

Module 14: Understand the Principles Underpinning Equality, Diversity and Inclusion in the Workforce

• Equality Diversity and Inclusion in the Workplace
• Promote Diversity, Equity, and Inclusion in the Workplace
• Equal Opportunities and Managing Diversity Approaches
• Ethical Conflicts in the Workplace
• Resolving Ethical Conflicts in the Workplace
• Business Case for Diversity in the Workplace

Module 15: Evaluate Organisational Strategies, Policies and Practices Which Address Equality, Diversity and Inclusion

• Diversity and Inclusion Efforts that Really Work
• Benchmarking Equality and Diversity in the Workplace
• Functional Areas of Human Resources Management
• Human Resource Best Practices

Module 16: Promote Equality, Diversity and Inclusion Policies and Practices

• Communications Improve Diversity and Equality
• Challenge Discrimination at Work

Unit 8623-507: Manage Product and/or Service Development

Credit Value - 5

Guided Learning Hours - 23

Module 17: Development of New or Improved Products or Services

• Product Life Cycle
• Stages of the Product Life Cycle
• Types of Market Segmentation
• Requirements for Effective Segmentation
• Benefits of Market Segmentation

Module 18: Establish the Need for New or Improved Products and Services

• Developing New Products and Services
• Generating and Screening Ideas for New Products
• Customer Perception
• Ways to Find Out What Your Competitors are Doing
• Impact of Culture on Consumer Buying Behaviour

Module 19: Manage the Development of New or Improved Products and Services

• Set Strategic Planning Goals
• Ways to Implement a Strategic Plan
• Costs of New Product Development
• Market Viability and Conduct Product Research
• Measuring Product Success

Unit 8623-508: Manage Strategic Marketing Activities

Credit Value - 7

Guided Learning Hours - 28

Module 20: strategic management of marketing activities

• Analyse Concepts Underpinning Strategic Marketing in Business Practice
• Assess the Scope of Strategic Marketing Activities and How They Affect a Business
• Relationship Between the Marketing and other Business Functions
• Planning Principles Involved in Developing a Marketing Strategy
• Range of Tools to Evaluate a Strategic Marketing Plan
• Advantages and Limitations of a Range of Marketing Strategies

Module 21: Evaluate a Market

• Existing and Potential Markets Against Agreed Strategic Criteria
• Identify Features of Actual and Potential Offerings

Module 22: Develop a Marketing and Marketing Communications Strategy and Plan

• Range of marketing communications frameworks
• Marketing messages that are consistent with strategic objectives, organisational culture and values
• Specify communications media that are likely to reach the identified target customers
• Integrate marketing communications within operational processes

Module 23: Manage Strategic Marketing Activities

• Product Pricing Strategies
• Manage the implementation of marketing strategies, plans and activities
• Monitor the Performance of Products and/or Services
• Adapt Marketing Strategies, Plans and Activities in the light of Feedback and/or Changing Circumstances

Unit 8623-402: Develop Working Relationships with Stakeholders

Credit Value - 4

Guided Learning Hours - 20

Module 24: Understand Working Relationships with Stakeholders

• Analyse Stakeholder Mapping Technique
• Influencing Skills and Techniques Enhance the Relationship with Stakeholders
• Expectation Management and Conflict Resolution Techniques Applied to Stakeholder Management
• Advantages and Limitations of Stakeholder Consultation
• Risks and Potential Consequences of Inadequate Stakeholder Consultation

Module 25: Determine the Scope for Collaboration with Stakeholders

• Stakeholder Relationships
• Roles, responsibilities, interests and concerns of stakeholders
• Business areas that would benefit from collaboration with stakeholders
• Scope for and limitations of collaborating with different types of stakeholder

Module 26: Develop Productive Working Relationships with Stakeholders

• Creating Mutual Respect in Workplace Environment
• Account of the advice provided by stakeholders
• Minimise the potential for friction and conflict amongst stakeholders

Module 27: Evaluate Relationships with Stakeholders

• Monitor relationships and developments with stakeholders
• Address changes that may have an effect on stakeholder relationships
• Improvements based on analyses of the effectiveness of stakeholder relationships

Unit 8623-403: Develop and Maintain Professional Networks

Credit Value – 3

Guided Learning Hours - 15

Module 28: Understand the Principles of Effective Networking

• Interpersonal Networking Skills Make Leaders More Effective
• Basis on which to choose networks to be developed
• Role of shared agendas and conflict management in relationship-building
• Role of the internet in business networking
• Importance of following up leads and actions
• Analyse ethical issues relating to networking activities

Module 29: Identify Professional Networks for Development

• Identify potential networks for professional development from an analysis of their benefits compared with individual needs and aspirations
• Shortlist networks for development against defined criteria
• Benefits and limitations of joining and maintaining selected network(s)

Module 30: Maintain Professional Networks

• Networking for Mutual Benefit
• Promote their own skills, knowledge and competence to network members
• Information, services or support to network members where the potential for mutual benefit has been identified
• Managing Data Confidentiality
• Agree guidelines for the exchange of information and resources

Unit 8623-422: Management of Customer Service Operations

Credit Value – 7

Guided Learning Hours - 23

Module 31: management of customer service operations

• Basis for allocating resources
• Methods to Monitor and Control Customer Service
• Strategies needed to deliver seamless customer service
• Techniques used to develop solutions to problems
• Identifying and Evaluating Sources of Consumer Information
• Range of techniques to identify patterns and trends
• Analyse a range of possible improvements to customer service operations

Module 32: Plan Customer Service Operations

• Customer Expectations
• Ways to Meet Customer Expectations
• Steps to Creating a Customer Service Strategy
• Contingency Planning as a Necessity
• Key Performance Indicators

Module 33: Manage Customer Service Operations

• Allocate resources according to agreed priorities
• Keep staff informed of developments in the customer service offer
• Positive Work Relationships Improve Employee Wellness
• Maintain positive working relationships amongst staff
• Carry out monitoring activities in accordance with plans
• Manage deviations from expected performance and service failures in accordance with contingency plans
• Feedback from staff and customers to make improvements
• Act within the limits of their responsibility

Module 34: Measure Customer Service Performance

• Confirm that staff understand the vision, objectives, roles, plans, standards and procedures
• Provide training and support that will enable staff to deliver customer service
• Communicate to staff their roles, responsibilities and work plans in line with delivery plans

Module 35: measure customer service performance

• Act to ensure that systems to collect agreed performance data are in place
• Identify trends of customer behaviour and customer service performance from performance data
• Steps of the Benchmarking Process
• Address identified anomalies and problems
• Identify areas for improvement within customer service