ILM Level 2 Certificate in Leadership and Team Skills

ILM Level 2 Certificate in Leadership and Team Skills

Recommended Courses

Each ILM Unit Credit equates to 1 day of training.


8000-276: Understanding Effective Team Working
(1 credit)
  • Differences between groups and teams, particularly in the workplace
  • Characteristics of a good team and the advantages of team working
  • How groups are formed
  • How to identify team roles and their implications; how personal values can affect the team
  • Possible types of problem behaviour and causes of disagreement and conflict
  • Role of self and others in organisation to deal with differences

8000-265: Workplace Communication
(1 credit)
  • Stages in the communication process
  • Consideration of the recipient’s needs
  • Barriers to communication and how to overcome them
  • A range of direct communication methods relevant to the team and their relative advantages and disadvantages
  • A range of direct communication methods relevant to people outside own area of responsibility, including written, telephone, e-mail and face-to-face
  • Aspects of face-to-face communication, including appearance, impact, body language
  • Reasons for maintaining records of one-to-one communication

8000-312: Understanding Conflict Management in the Workplace
(1 credit)
  • Possible causes of internal conflict
  • 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

8000-269: Managing Yourself
(1 credit)
  • Setting SMART objectives and using them to prioritise own actions
  • Simple time management techniques
  • Awareness of own skills and abilities
  • Personal objectives in relation to team objectives
  • Developing flexibility, responding to changing circumstances at a daily level
  • Causes and impacts of stress at work
  • Symptoms of stress in self
  • Implications of stress for workplace and non-work activities/relationships
  • Simple stress management techniques
  • Available sources of support
  • Action planning and review techniques

8000-255: Meeting Customer Needs
(2 credits)
  • Own internal and external customers
  • How to recognise different types of customers, their expectations and needs
  • Nature and purpose of service standards
  • Awareness of service standards in own organisation
  • Simple performance indicators
  • Techniques for performance improvement to exceed customer expectations
  • Supervised practice or simulation to develop the ability to apply knowledge and skills in performance improvement
  • Differentiation and definition of internal and external customer
  • Marketing benefits from meeting customer expectations
  • Complaint resolution techniques
  • Simple ways of initiating and obtaining customer feedback
  • Separating facts and opinions
  • Tabulating and analysing information
  • Creating and using visual presentations to enhance understanding
  • Types and forms for obtaining feedback from both internal and external customer or stakeholders
  • Methods for collating and evaluating questionnaire and survey responses
  • The Data Protection Act and its implications for collecting, storing and using customer feedback

8000-250: Understanding Change in the Workplace
(2 credits)
  • Potential reasons for change – internal and external to the organisation
  • People’s attitudes and responses to change at work
  • Barriers to change and how to overcome them
  • Team leader’s role in supporting and implementing change
  • Developing and maintaining group cohesion
  • Group identity and culture, value systems, individual personalities
  • Congruence of change with organisation’s culture, values and goals

8000-250: Developing yourself as a team leader
(1 credit)
  • The various roles, functions and responsibilities of a team leader – depending on workplace
  • Limits of authority and accountability, and how these are defined
  • Personal skills and abilities for effective team leading
  • Using reflective learning skills to improve performance
  • Areas of strength and possible improvement
  • Ways of obtaining feedback from others
  • Receiving and responding positively to feedback1


8000-307: Giving briefings and making presentations
(2 credits)
  • Selection of relevant information content
  • How to plan and prepare effectively for briefings (account for Purpose; Audience; Content; Form)
  • The value of various methods of data presentation – tables, graphs, charts, diagrams
  • Prepare visual aids to support briefing or presentation
  • Formal and informal presentation skills including platform techniques and visual aids
  • Use of feedback to check understanding
  • How to evaluate briefings/presentations

8000-300: Solving problems and making decisions
(2 credits)
  • 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- action 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