ILM Level 2 Certificate in Leadership and Team Skills

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)

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)

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