The Managerial Leader Training - Prospectus

MANAGERIAL LEADERSHIP TRAINING

holistic training & development in becoming a managerial leader

Excellence is an art achieved through training and
practice. Training and practice empower people to
realise their potential and improve their performance

Contents

1. Our philosophy ...................................................................................................... 3
2. Our mission ........................................................................................................... 4
3. Keys to success ...................................................................................................... 5
4. Training & Delivery .............................................................................................. 6
5. Course duration ..................................................................................................... 7
6. How you will benefit ............................................................................................. 8
7. Our training areas.................................................................................................. 9
8. COMMUNICATING EFFECTIVELY ..............................................................10
9. NEGOTIATING TO SUCCEED .......................................................................12
10. RESULTS-ORIENTED LEADERSHIP............................................................14
11. BUILDING A WINNING TEAM ......................................................................16
12. MANAGING CHANGE ......................................................................................18
13. EFFECTIVE TIME MANAGEMENT ............................................................. 20
14. SELLING FOR RESULTS................................................................................. 22
15. STRATEGIC PLANNING................................................................................. 24
16. CREATIVE PROBLEM-SOLVING .................................................................. 26
17. MOTIVATING FOR EXCELLENCE .............................................................. 28
18. MANAGING FOR PERFORMANCE .............................................................. 30
19. CUSTOMER SERVICE EXCELLENCE ..........................................................31
20. PERSONAL IMPACT & EFFECTIVENESS ................................................... 34
21. Training facilities ................................................................................................ 36
22. Contact us ............................................................................................................ 37

Managerial Leadership by Cromwell Management Training 2
London

Our philosophy

Our philosophy is to provide you with world-class and industry-relevant training to advance
managers and leaders at all levels with knowledge to enhance management and leadership skills
to make an immediate impact on your people and organisation.

Our training programmes are up-to-date and delivered by sector qualified and experienced
trainers. We make sure that the participants of our training programme get the best possible
learning experience. Through our training courses we provide different and unique perspectives
(as you will see in each course content) and skill development on managerial effectiveness and
leadership development.

We firmly believe that managerial and leadership skills stem from a blend of technical skills,
people skills and conceptual skills.

Technical skills are the ‘how’ of
the job, the knowledge, methods
and skills to complete the tasks
and achieve the results required.

People skills are the interpersonal
skills to relate to and work with
others, to develop their skills and
competencies, motivate them
and to evaluate and improve their
performance.

Conceptual skills help in
understanding the complexity of the organization, its processes and its potential, to process
information, identify problems and opportunities, formulate and implement optimal solutions
and make decisions.

Our training programme is designed to enable you to develop these core skills through a carefully
developed set of modules to benefit you, your people and your organisation.

Managerial Leadership by Cromwell Management Training 3
London

Our mission

Our mission is to train employees, managers and executives, their businesses and
organisations, to achieve continuous personal and professional success and to
inspire creative and imaginative approach to managerial-leadership through our
meticulously designed training courses.

THE MANAGERIAL LEADER

In essence, it’s not what you do that counts. It’s what you do differently that counts.
Management is about doing things right. Leadership is about doing the right thing. Today,

organisations need both managers and leaders―we call it, managerial leadership! Our
mission aims to do just that―blending the science of management with the art of

leadership! Developing managerial- leaders is the core of our mission, so they, in turn,
positively, productively and proactively impact their organization.

Our team of highly skilled and expert trainers and consultants have all had distinguished
careers and bring with them a wealth of real-world experience and practical insights to each
course. Our trainers and training courses draw on the latest research into effective learning

that makes a massive difference in the real world.

At CMT (Cromwell Management Training) we deliver results-driven, solutions-focused,
outcomes-based training aimed to suit your specific needs addressing the issues and

requirements that best fit your culture, strategy, learning style, ways of working, goals
and objectives.

We believe that training should be crisp, fun, interactive and provide ‘practical’ tools and
techniques that can be readily applied in the workplace for tangible results.

Managerial Leadership by Cromwell Management Training 4
London

Keys to success

Capturing the hearts and minds of all stakeholders
Open communication across all levels of the organization
Management foundation built upon trust, knowledge-sharing and passion

Commitment to continuous learning
Empowering environment

All our training courses aim to embed these principles to seek continuous excellence.

Managerial Leadership by Cromwell Management Training 5
London

Training & Delivery

TRAINING

If your objective is to improve, enrich and widen the skills-set of your team, enhance their
knowledge and sharpen their competitiveness, increase their operational efficiency and
contribute to the success of your organisation, we have cutting-edge training courses to develop
your team into a high performing unit.

If you have a number of team members who require training in a specific area to develop their
knowledge and skills, we will be pleased to tailor one of our standard courses for you. Conversely,
if your organisation’s needs and requirements are complex, we will work with you to develop an
entirely bespoke training-solutions to address your specific needs and requirements. Right from
the outset we will work with you closely discussing your objectives, finding out what results you
want to achieve and mapping out a clear-cut tailored solution.

At Cromwell Management Training, we fully understand that every organisation is different, and
are the needs and requirements of each organisation. We do not believe in one-size-fits-all
approach. We customise our training courses to what you want. Our trainers use a wide range of
teaching and learning methods so that participants meet the learning outcomes of each course.
The training programme blends both formal delivery as well as a highly interactive learning.

DELIVERY
Our delivery method blends and applies a range of strategies to foster integration of concepts,
its application to practical situations and the development of an awareness of learners’ strengths
and areas for further improvement. The delivery methods encourage learners to actively consider

how the knowledge,
insights and skills they
gain can be applied to
their work at strategic,
operational and tactical
levels.

Each course in the
programme has clear
objectives and learning
outcomes. For customised
courses, objectives and
outcomes will be set after
discussions with the client
and the delivery plan will be shared with the client so that they are in the know about the areas
the learners will be trained on.

Managerial Leadership by Cromwell Management Training 6
London

Course duration

Each module comprises 6 hours of training. However, an intensive training can be provided in 3
hours.

The total training hours to complete the entire course is 78 hours; the intensive training can be
completed in 39 hours.

Training hours are trainer-led contact hours to support the delegate achieve necessary
knowledge and skills.

The training hours help delegates in gaining specific guidance and facilitation towards the
learning outcomes.

The guided learning hours form the vital crux of the training programme which include guidance
and support from the facilitators/trainers.

The value of learning is not in its duration but in its edification

Managerial Leadership by Cromwell Management Training 7
London

How you will benefit

Our training courses aim to improve the effectiveness of your workforce, and will bring attractive
benefits for ambitious people.
We perceive our training course not just important to your organisation; we see it as a vital
component for sustaining excellence.

Our training aims to bring about:

• Impactful transformational leadership attributes in you to make a positive impact
• Improved productivity and adherence to quality standards in your work
• Well-developed skill-sets that allow you to undertake a greater variety of challenges
• Improved ability to implement and realise specific goals outlined in your organisation’s

business plan
• Increased ability to respond effectively to change

Managerial Leadership by Cromwell Management Training 8
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Our training areas

At Cromwell Management Training we offer a range of training courses that are applicable to
every business, sector and industry.

We recognise and understand that each business, sector or industry is different, has different
training requirements and industry regulations they have to abide by. We, therefore, develop
and deliver our training programmes to suit the needs of each specific business, sector and
industry.

Our experienced team has worked in-house across a range of industries and understands how to
deliver the right training course to satisfy clients’ exact needs.

Managerial Leadership by Cromwell Management Training 9
London

COMMUNICATING EFFECTIVELY

MODULE AIM
The course provides with the knowledge, understanding and skills to support active participation
and involvement in communicating effectively.

ABOUT THE MODULE
Communication is an aid used and relied upon in everyday life―be it personal or business! In the
business world, effective communication is vital for the daily operation of the company.
Communication affects not just relationships, it can also impact on the profitability of a business.
Without effective communication, an organisation is bound to face numerous challenges both
internally and externally which can ultimately lead to its downfall.

Communications strategy is the outcome of understanding the process of communication and
linking strategic decisions to the communications strategy. A dynamic communications strategy
helps you and your organisation communicate effectively and meet key organisational objectives.

Organisations communicate with their stakeholders round the clock day and night, directly and
indirectly, personally and virtually. Influential communication is crucial for maintaining agility,
spurring creativity and engaging people in their work. Most importantly, it forms the basis for
change.

This module looks into the essentials of communication, designing a communications strategy
and to improve the quality of personal and organisational communication.

LEARNING OUTCOMES
• Understand the basics of communication
• Develop a strategy for effective communication skills
• Understand the dynamics and complexities of communication to adapt your strategy as
necessary
• Monitor and improve the communication processes and channels to produce the quality
of outcomes required

Managerial Leadership by Cromwell Management Training “The single biggest problem in communication is the
London illusion that it has taken place”

―George Bernard Shaw

10

MODULE CONTENT

▪ fundamentals of communication
– what is communication, causes of failure, getting the right balance

▪ communication filters
– understanding how we communicate

▪ communication dynamics
– simplicity & complexity, has the message been received, use of emphasis,
formality, humour, emotion, staying in control

▪ manager as communicator
– channel or gulf, messenger of information, involving others

▪ barriers to communication
– what is effective communication, personal, organisational and process barriers,
the grapevine, overcoming barriers

▪ what I meant was
– an activity to demonstrate you how to convey your idea accurately and with
precision

▪ managing communication channels
– the spoken word, the written word, tips for success, visual and non-verbal
communication, technology and multi-media

▪ you as a communicator
– conscious and good news communicators, communicating with individuals and
with groups

Managerial Leadership by Cromwell Management Training “The most important thing in communication is
London hearing what isn’t said”

―Peter Drucker

11

NEGOTIATING TO SUCCEED

MODULE AIM
In this module, you will learn how to plan and structure a negotiation―whether you’re
negotiating individually or as a team. You will explore a range of negotiation techniques and tools
to become a confident and assertive negotiator.

ABOUT THE MODULE
Negotiating is an everyday activity of daily life but in business it is absolutely critical for success.
Poor negotiation can cripple an opportunity just as quickly as losing customers. While most
negotiation strategies appear straightforward, it is not so in practice as emotions and instincts
often come in the way of effective negotiation.

Professionals must be able to effectively negotiate agreement when revenue, relationships,
budgets, performance standards, priorities and deadline are at stake in order to achieve and
exceed established goals and objectives. This module explores and enables participants learn
‘real world’ negotiation techniques critical to decision-making and enhanced performance.

By the way, there is no room for emotion, luck or magic in successful negotiation. It takes a
methodical approach, understanding the basics, homework and discipline to negotiate
effectively and for results. One of the biggest insights you will gain from this module is to assess
how a negotiation will most likely to conclude even before it has begun! This module will teach
you to develop and master negotiation techniques and skills.

LEARNING OUTCOMES
• Outline the process for effecting a successful negotiation
• Provide and elicit tactics for overcoming objection, rejection and refusal
• Understanding personal differences in negotiation styles and approaches
• Develop an action plan to improve negotiation skills

Managerial Leadership by Cromwell Management Training “Let us never negotiate out of fear. But never let us fear
London to negotiate”

―John F. Kennedy

12

MODULE CONTENT

▪ understanding conflict
– functional and dysfunctional conflict, types of conflict – relational, task and
process

▪ approaches to negotiation
– win-lose approach versus win-win approach

▪ negotiating for better outcomes
– BATNA – The Best Alternative To a Negotiated Agreement

▪ stages in negotiation
– the powerful 5-step process for effective negotiation

▪ preparing to negotiate
– practical techniques to prepare before negotiation

▪ dealing with obstacles to negotiation
– overcoming structural, communication and personal obstacles to negotiation

▪ the role of intentions in negotiating
– dimensions of cooperativeness and assertiveness

▪ individual differences in negotiation
– appreciating how personality traits, moods, emotions and gender differences
influence negotiation outcomes

Managerial Leadership by Cromwell Management Training “Let us move from the era of confrontation to the era of
London negotiation”

―Richard M. Nixon

13

RESULTS-ORIENTED LEADERSHIP

MODULE AIM
This module provides the learner to understand the links between management and leadership
and to develop skills to become a results-oriented leader.

ABOUT THE MODULE
Leaders do much more than demonstrate leadership attributes―character and competencies.
Effective leaders get RESULTS! The fundamental factors of production refer to land, labour,
capital and entrepreneurship but there is also the fifth one―leadership. Leadership acts as the
catalyst that makes other elements work together to achieve organisational mission, vision and
goals. Savvy leaders know what results to be achieved and drive their people to achieve them
through inspiration, stimulation and motivation.

Leadership is a process―it is what you act and action that count. Three developments that are
currently affecting leadership. First, more and more people want to have a say in the decisions
that affect them; second, people around the world realise that leadership is not a position in the
hierarchy but facilitation; and, third, leaders have to balance the need to provide leadership
whilst at the same time deal with demands, choices and constraints as managers.

This course provides you with critical leadership skills and qualities to become an effective
results-oriented leader.

LEARNING OUTCOMES
▪ Understand the impact of leadership on strategic decisions and people
▪ Cultivate a leadership style and approach that supports organisational direction
▪ Develop diverse leadership styles to effectively respond to different situations and
individuals
▪ Adapt leadership to achieve intended results

Managerial Leadership by Cromwell Management Training “Leaders think and talk about solutions. Followers
London think and talk about problems”

―Brian Tracy

14

MODULE CONTENT

▪ nature of leadership
– the meaning of leadership, leadership and power and types of leaders

▪ leadership for today
– the impact of change, difference between leadership and management,
managerial leadership

▪ key skills and competences
– a performing leader – what your organisation needs

▪ what is your leadership approach
– factors that influence your approach to leadership, identifying your leadership
approach, adapting your leadership approach for effective results and
relationships, creating your leadership brand

▪ effective body language
– using correct body language for impactful communication

▪ delegating for results
– delegating for leadership, keeping effective control, delegation issues, delegating
for productivity

▪ encourage lateral thinking
– empowering team to think laterally, anticipate risks and to encourage innovation

▪ goal-setting for results
– developing a plan of action for reaching desired goals

Managerial Leadership by Cromwell Management Training “Don’t’ tell people how to do things, tell them what to
London do and let them surprise you with their results”

―George S. Patton Jr

15

MANAGING AND LEADING A TEAM

MODULE AIM
This module aims to widen your perspective and understanding of developing and leading
successful teams through the application of practical frameworks and methods.

ABOUT THE MODULE
Teamwork brings to an organisation and staff the ability to become more familiar with each other
and learn how to work together. Teamwork is vital to an organisation in several respects and can
play a contributory role to the development of each individual.

Organisations increasingly use groups or teams, for various reasons, to accomplish tasks that
used to be assigned individually. The benefits of working as a team are obvious: diversity of ideas,
easier to manage change, opportunity for creative thinking, and having a spirit of camaraderie in
the workplace. Yet, creating and managing winning teams requires dealing with challenges such
as conflicts, distractions, active inertia!

This module imparts powerful tools and techniques to get your people to collaborate with
purpose, keep their focus and perform as a tight-knit group towards the same common goal. High
performance teams do not merely work together towards goal achievement, they also provide a
supportive environment that encourages challenging status quo, promotes continuous learning,
lifts the performance of underperforming members, and harnesses synergy among different
ideas and personalities.

Understanding the key elements of what makes a winning team is what this module can do to
you, your people and your organisation.

LEARNING OUTCOMES
• Identify and explore characteristics of effective teams
• Create, build and sustain high performance teams
• Identify and deal with problems that limit team effectiveness
• Understand team psychology

Managerial Leadership by Cromwell Management Training “I am constantly being asked about individuals. The
London only way to win is as a team”

―Pele

16

MODULE CONTENT

▪ what makes a team
– team definitions, types of teams, teams vs groups, teambuilding vs teamworking,
selecting, training and rewarding

▪ how to build a team
– clear team objectives and individual responsibilities which are central to the
teambuilding process

▪ how to lead a team
– clarifying roles, establishing norms, managing status, right-sizing, instilling
cohesiveness, leveraging diversity

▪ building leader credibility
– developing credibility―the trust factor

▪ giving positive feedback
– identifying colleagues’ strengths and giving them positive feedback

▪ developing teams through stages
– moving from group to team status in four stages

▪ potential team problems
– typical barriers facing teams and suggestions for overcoming them; groupthink

▪ successful teams
– team effectiveness model―context, composition, process

▪ how to cope with feelings
– examine the way in which teams operate, identifying methods for coping with the
negative impacts of feelings

Managerial Leadership by Cromwell Management Training “Individual commitment to a group effort―that is what
London makes a team work, a company work, a society work, a
civilisation work”

―Vince Lombardi

17

MANAGING CHANGE

MODULE AIM
The aim of this module is to enable learners with the understanding and skills to develop
strategies for change, engage in the change process and implement viable change strategies and
tactics.

ABOUT THE MODULE
No organisation can afford to ignore or refuse to change if it wants to survive, grow and compete.
No business is free from the impact of change. In today’s fast-paced environment, the pace of
change has only increased. Change is important for any organisation because, without change,
organisations would become less competitive and fail to meet the varying needs of customers,
demands of the marketplace and expectations of employees.

Change management is most effective only when the organisation involves the participation of
all key stakeholders, and their commitment! For change to occur, you will have to have the right
strategies in place to manage resistance and to monitor progress.

This ground-breaking module helps you learn why people and organisations resist change, how
this resistance can be overcome. You will learn the change processes, create an environment
conducive to change, and master the techniques in introducing, managing and implementing
change.

LEARNING OUTCOMES
• Understand the forces that drive your organisation toward change
• Plan to prepare your organisation, team and yourself for change
• Understand the reasons why ‘individuals’ and ‘organisations’ resist change
• Design implementation plan to introduce, sustain, execute and monitor change

Managerial Leadership by Cromwell Management Training “There is nothing more difficult to take in hand,
London more perilous to conduct, or more uncertain in its
success, than to take the lead in the introduction of a
new order of things”

―Niccolo Machiavelli

18

MODULE CONTENT

▪ understanding change
– the meaning of change, the reasons why organisations change and have to
change

▪ ‘what if’ analysis
– begin a process of proactive change, opening up thinking to the reality and
implications of change

▪ preparing for change
– commitment, positioning, expert views, the ‘SUCCESS’ principle, barriers,
culture, leadership, stakeholder buy-in, dealing with positive and negative
responses, forces for and against change, organisational readiness

▪ leader’s role in effecting change
– effecting change involves active participation of the leader, leader’s assessment
of organisational/team readiness for change

▪ implementing change
– steps to implement change, team development, dealing with resistance,
overcoming fears/resistance, gaining stakeholder support and acceptance

▪ understanding how ‘people respond to change’
– dealing with the ‘psychology’ of people’s response and reaction to change,
minimising points of resistance and maximising openness to change

▪ communicating change
– simple yet powerful techniques for communicating change, communicating
effectively by following easy-to-apply techniques

Managerial Leadership by Cromwell Management Training “It is not the strongest of the species that survives,
London nor the most intelligent, but the one most responsive
to change”

―Charles Darwin

19

EFFECTIVE TIME MANAGEMENT

MODULE AIM
The module imparts essential time-management tools and techniques for learners to manage
their time productively and to take control of their time. It provides critical insights on
channelling their energy and effort into tasks that bring the greatest results with minimal input.

ABOUT THE MODULE
In these days of increasing global competition, rising health care costs, and labour shortages,
employers are constantly striving to increase productivity. One of the best ways to increase
productivity is to make sure that employees are effectively managing their time at work. Time is
one of the biggest contributors to stress. As an endless vanishing resource, time is too precious
an asset to neglect or use wastefully.

Today, the pace of life has increased; commitments have expanded; performance expectations
seem continuous. In an environment that is constantly putting pressure on the use of available
time, it is important that you self-manage your time. By managing your time well, you can
increase your ‘free’ time to pursue time for creativity, imagination, and achieve that seemingly
elusive work-life balance.

Effective use of time brings numerous advantages: less stress, get more things done, eliminate
the need for rework, avoid needless friction, fewer problems, more time to spend on more
important matters, less wasted time, extra time for creating more opportunities, reduced effort,
and allocate more time to areas where it matters the most.

This module exposes you to straight-forward but powerful techniques to make the most of your
available time for personal and professional effectiveness.

LEARNING OUTCOMES
• Identify factors that create obstacles to managing time productively
• Explore techniques to reduce ‘time wasters’ and increase productivity
• Analyse reasons for procrastination and develop strategies to deal with it
• Explore a range of tools for practising time management techniques

Managerial Leadership by Cromwell Management Training “The common man is not concerned about the passage
London of time, the man of talent is driven by it”

―Arthur Schopenhauer

20

MODULE CONTENT

▪ taking control of your time
– dividing time into strategic, operational and tactical parts for clarity and results

▪ delegating time
– maximising time availability, better use of available resources, greater output
through delegation, acquiring delegation skills

▪ obstacles to time management
– the barriers to effective time management, understanding how obstacles fritter
away valuable time

▪ managing time wasters
– sources of time wasters, dealing with time wasters, developing assertiveness and
discipline

▪ dealing with procrastination
– why do we procrastinate, ways to deal with procrastination

▪ time management tools
– exploring time management tools for improving and making effective use of
time; time leverage – eliminating unnecessary activities, prioritising, short-term
goal setting with built-in delegation and accountability

Managerial Leadership by Cromwell Management Training “Time management is an oxymoron. Time is beyond
London our control, and the clock keeps ticking regardless of
how we lead our lives. Priority management is the
answer to maximizing the time we have”

―John C. Maxwell

21

SELLING FOR RESULTS

MODULE AIM
The aim of this module is to introduce you to and to train you in the practical elements of selling.
This module is essentially practical and covers preparation for selling, the personal selling process
and sharpening personal sales perspective.

ABOUT THE MODULE
Sales is the one and only activity in any business organization that generates revenue. Regardless
of how state-of-the-art your manufacturing operation is, how cutting-edge your technology is,
how unique your services are, how resourceful your employees are, how forward-thinking your
management techniques are, or how progressive your outlook is, you must still have an effective
sales mechanism in place!

Perhaps no other area of business activity gives rise to as much debate and discussion among
and between those involved directly or indirectly in selling as well as those not involved in selling.
Every person is associated with selling in one way or the other―if not as a salesperson, at least
as a consumer! There is a simplified assumption that the job of a salesperson is to make a sale!
This simplified assumption cloaks the fact that selling is a complex process involving the use and
application of whole set of techniques, principles, personal skills and psychology. It also involves
a variety of sales situations and activities.

The purpose of this module is to train you to learn, understand and apply an integrated approach
to selling which encompass communicating the benefits of a product or service, winning the
customer, deepening customer relationship, and most of all, becoming an accomplished
salesperson!

LEARNING OUTCOMES
• Understand the importance of sales planning
• Learn to identify potential and prospective customers
• Developing listening skills
• Identify the components of the sales process

Managerial Leadership by Cromwell Management Training “The story of the human race is the story of men and
London women selling short”

―Abraham Maslow

22

MODULE CONTENT

▪ sales planning
– sales plan, goals, key results, targets, key activities, attitude, skills, knowledge,
resources, partnering

▪ prospecting techniques
– information sources, direct mail, telephoning, making appointments, selling by
phone, using positive language, rapport, objection handling

▪ qualifying prospects
– incoming telephone/sales calls, decision process

▪ dealing with different ‘customer’ personality types
– dominant, submissive, warm, hostile customers; identifying their needs;
techniques to deal with each personality type

▪ preparing to sell
– fact-finding: questions, responses, active listening, feasibility survey, cost
benefits
– presenting: preparation, tools, aims, content, timing, pre-delivery, delivery,
audience control, audience questions, written proposals, via third parties,
exhibitions

▪ listening to win
– developing listening skills, understanding personal strengths and weaknesses in
listening, sharpening listening faculties to respond powerfully and appropriately

▪ the sales process
– committing: buying criteria, keeping initiative, objection handling, negotiating,
closing, ethics
– developing: customer care, referrals, surveying satisfaction, defusing complaints
– controlling: forecasting, reports, activity ratios, collecting payment, managing
relationships, creating & retaining relationships, managing yourself

Managerial Leadership by Cromwell Management Training “I have always said that everyone is in sales. Maybe you
London don't hold the title of salesperson, but if the business
you are in requires you to deal with people, you, my
friend, are in sales”

―Zig Ziglar

23

STRATEGIC PLANNING

MODULE AIM
This module provides you with an understanding of assessing your current strategies, formulate
impactful strategies and develop strategic planning skills in an organisational context.

ABOUT THE MODULE
The success of a business, or an organization, hinges upon managers and executives making wise
decisions. They sometimes are unsure where to begin. Often, they get lost in the myriad day-to-
day challenges they have to grapple with and in the process tend to dilute their strategic focus.

In this module, you will learn how to undertake strategic planning and execute strategies in a
fast-changing and turbulent marketplace. Often managers get mired in day-to-day targets at the
expense of planning for the future. Strategy maps out where the organisation is headed, or more
precisely, where it wants to be heading. It involves coordinating the organisation’s mission and
goals, its vision and values, its short- and long-range performance targets, the changes in its
external environment and its internal actions to achieve business results.

A well-thought out and well-executive strategic plan is essential for remaining competitive in the
marketplace. This module trains managers and leaders to explore their business environment,
develop strategic options, use appropriate tools and techniques, develop a strategic plan, and
execute it.

LEARNING OUTCOMES
• Understand the forces affecting the organisation
• Develop relevant strategies
• Use various modelling techniques for strategy formulation and innovation
• Learn strategy implementation techniques

Managerial Leadership by Cromwell Management Training “In strategy it is important to see distant things as if they
London were close and to take a distanced view of close things”

―Miyamoto Musashi

24

MODULE CONTENT

▪ understanding strategy
– what strategy is, what strategy is not, identifying sources of competitive
advantage

▪ strategic positioning
– positioning your company/product for uniqueness, leveraging from effective
positioning; strategy canvas

▪ creating proprietary advantage
– what is your VRIN (valuable, rare, inimitable, non-substitutable)

▪ value creation
– creating value through the ‘four actions’ framework

▪ business model canvas
– developing an integrated business model

▪ developing a coherent strategy
– the diamond framework: arenas, differentiators, vehicles, staging & pacing,
economic logic

▪ strategy implementation
– seven ‘key’ questions for executing strategy

▪ reinventing the organisation
– scenario planning

Managerial Leadership by Cromwell Management Training “A good strategy has coherence, coordinating actions,
London policies, and resources so as to accomplish an important
end”

―Richard P. Rumelt

25

CREATIVE PROBLEM-SOLVING

MODULE AIM
The aim of this module is to provide you with the methods and techniques to develop problem
solving skills creatively to support the achievement of personal and organisational goals.

ABOUT THE MODULE
Problem-solving builds on the foundation of analysis and creativity. Problem solving is an
inherent part of a manager’s job, and particularly during times of change, managers must be able
to solve problems in ways that are either analytical or creative. Although analytical problem
solving is applied more frequently, creative problem solving is especially critical during times of
innovation and more generally for one’s career success.

Successful individuals and organisations recognise that creative thinking and creative problem
solving significantly heighten their core competences and key capabilities. This module, unique
in its own way, trains you in acquiring, developing, and applying creative problem-solving skills
to leverage your thinking preferences and to find innovative solutions to small as well as big
problems.

This course enables you to understand the role of creativity and innovation in your own work and
how to develop novel solutions to familiar and unfamiliar problems. You will also learn how to
generate and make use of diverse ideas and relish the challenge of looking at reality from
different perspectives.

LEARNING OUTCOMES
• Understand the steps in problem-solving
• Learn to overcome barriers in problem-solving
• Apply techniques of creative thinking
• Engage stakeholders for maximum impact

Managerial Leadership by Cromwell Management Training “Our ability to solve problem is limited by our
London conception of what is feasible”

―Russell L. Ackoff

26

MODULE CONTENT

▪ analytical problem-solving
– mastering the steps in analytical problem-solving

▪ innovation techniques for creating proprietary advantages
– innovation techniques, low- or zero-cost methods for developing a truly innovative
organisation: cross-fertilisation: associative thinking versus intersectional thinking

▪ creativity in problem-solving
– four types of creative problem-solving, incubation, investment, improvement,
imagination

▪ understanding and overcoming the obstacles to creative problem-solving
– the four conceptual blocks―constancy, commitment, compression, complacency

▪ developing multi-dimensional thinking
– thinking in multiple languages, six-hat framework

▪ stages in creative thinking
– framework to engage in and encourage creative thinking

▪ ways to generate alternatives
– brainstorming techniques
– associative versus intersectional thinking

▪ implementing solutions through stakeholder engagement
– developing action-plan through stakeholder management

Managerial Leadership by Cromwell Management Training “We cannot solve our problems with the same level of
London thinking that created them”

―Albert Einstein

27

MOTIVATING FOR EXCELLENCE

MODULE AIM
This course aims to explore motivation and enables you to create a dynamic and energised
workforce to get the most out of yourself and the people lead or work with.

ABOUT THE MODULE
The importance of motivation in organisations cannot be overstated. Building and sustaining
organisational success involves developing employees who are motivated to energetically and
creatively work toward the attainment of organisational and team goals. A highly motivated
workforce will likely be those who are most productive.

Motivation is also critical for innovation. A motivated workforce will be committed to do its best,
to accept new challenges, to be more willing to learn, and to help others accomplish their goals.

Motivation is complex. Many factors influence and impact motivation―some are motivated by
money, some are by pride and prestige, some are by rank and status, some are by their work,
and other are hardly motivated at all!

Many questions confront managers and leaders: how to motivate an individual and a team to be
more productive? Do motivational factors change from individual to individual, situation to
situation, time to time? Are their specific factors managers need to know to motivate their
people?

This course on motivation focuses on the questions above and imparts the secrets to develop
and sustain a motivated workforce that is energetic, dynamic and enthusiastic.

MODULE OBJECTIVES
• Learn about the links between motivation and success in individuals, teams and the
organisation
• Improve your skills in motivating yourself and others
• Evaluate and design jobs to create greater employee engagement
• Apply techniques for developing a motivated workforce

Managerial Leadership by Cromwell Management Training “No one asks how to motivate a baby. A baby naturally
London explores everything it can get at, unless restraining
forces have already been at work. And this tendency
doesn't die out, it's wiped out”

―B F Skinner

28

MODULE CONTENT

▪ understanding motivation
– defining motivation, learning how motivation impacts performance
– three key factors―ability, motivation and opportunity to perform

▪ the impact of work environment on motivation
– key elements contributing to and affecting motivation

▪ the five critical areas to address to motivate people
– clarifying goals, addressing needs, facilitating the process, ensuring fairness,
reinforcing positive behaviour

▪ managing the mindset
– moving from ‘fixed’ mindset to ‘growth’ mindset

▪ reviewing job effectiveness
– skill variety, task identity, task significance, autonomy, feedback

▪ developing an ‘engaging’ workforce
– commitment, pride, willingness, satisfaction

▪ assessing ‘motivation’
– motivational checklist

Managerial Leadership by Cromwell Management Training “The secret of getting ahead is getting started”
London
―Mark Twain

29

MANAGING FOR PERFORMANCE

MODULE AIM
The aim of this module is to impart the key elements and essentials of performance management
through a holistic approach.

ABOUT THE MODULE
The performance of people in an organisation determines whether or not that organisation
succeeds in its aims, goals and objectives. To attain success in the marketplace, to win customers
and to create stakeholder value, organisations need to develop and sustain high performance
cultures. People in an organisation form an integral and indispensable part of running the
business smoothly and efficiently.

Managing for performance deals with high performers, under performers as well as average
performers. In today’s business environment, performance is not just limited to task
execution―it also involves organisational citizenship and positive behaviours. The former is
about caring for others and the organisation and the latter is about exhibiting helpful and
productive behaviours.

One of the biggest issues confronting managers is providing constructive feedback it is generally
seen as unpleasant by many managers and dreadful by employees. The course provides
techniques for giving effective feedback in ‘positive’ as well as ‘difficult’ situations.

Through performance management, you can ensure that your employees not only fulfil their
responsibilities and execute their tasks but do so to the best of their abilities and up to
management expectations.

MODULE OBJECTIVES
• Identify key factors affecting performance
• Explore techniques and methods for increasing performance
• Learn to provide effective feedback
• Conduct impactful performance appraisals

Managerial Leadership by Cromwell Management Training “Don’t mistake activity with achievement”
London
―John Wooden

30

MODULE CONTENT

▪ the basics of performance
– external and internal forces on performance

▪ defining the job
– profiling the job, delegation-centred job profile: role-responsibility-authority-
accountability, priority-centred job profile: function-problems-aims-key tasks

▪ regulating the work system
– tuning, re-tuning and fine-tuning the system for improvement through questioning

▪ the ‘deft’ framework for performance
– dialogue, expectations, feedback, timely approach

▪ establishing people commitment
– creating an empowering work environment, developing individuals, creating
developmental opportunities

▪ competency development
– competency development and high performance, coaching for personal
development, focusing on ‘how’ the job is done

▪ rewarding performance
– rewarding high performance behaviours, consistency and fairness of reward

▪ conducting effective appraisals
engaging people to develop their own targets;

Managerial Leadership by Cromwell Management Training “There is no better than adversity. Every defeat, every
London heartbreak, every loss, contains its own seed, its own
lesson on how to improve your performance the next

time”

―Malcolm X

31

CUSTOMER SERVICE EXCELLENCE

MODULE AIM
The aim of this module is to train and improve customer service skills in order to provide each
customer with the best possible experience every time.

ABOUT THE MODULE
The success of any business depends significantly on its ability to manage, nurture and retain the
relationships it has with its customers. Managing customers is important to an organisation for a
number of reasons―they are the source of revenue, they can be ambassadors to the
organisation, they can also wreck the reputation of the brand, and they can be a source of free
publicity and advertisement for the company.

Delivering excellent customer service requires knowledge, forethought and concentrated effort
to do the ‘right thing’ every time and all the time. A great customer service and management is
an important element in every business but people that can deliver excellence in customer
service and management do not ‘emerge’ by accident. It requires planning, knowledge and effort.

In this course, key skills are imparted on delivering first class customer service and managing
customers for long-lasting customer relationship.

MODULE OBJECTIVES
• Identify and understand the customer
• Be able to manage customers profitably
• Deliver ‘excellence’ in customer service
• Develop communication techniques to handle different types of customers

Managerial Leadership by Cromwell Management Training “The key is to set realistic customer expectations, and
London then not to just meet them, but to exceed
them―preferably in unexpected and helpful ways”

―Richard Branson

32

MODULE CONTENT

▪ ‘who is our customer’, why customer service matters
– defining the customer
– fulfilling personal and organisational needs, the importance of how you do
things, customers buy experience, repeat business

▪ what makes a service ‘good’
– putting customers first, what you need, quality, attention to detail, delivering
great service, taking responsibility, remembering good and bad service

▪ effective customer communications
– the nuances of effective customer communication, listening skills, written
communication, how technology helps, when technology fails, using email

▪ turning complaints into opportunities
– benefits of complaints, customer needs, common causes of complaints, handling
complaints, dealing with angry customers

▪ listening to the customer & measuring customer service
– improving listening skills and using appropriate body language
– setting standards, using internal indicators, customer satisfaction, mystery
shopper programmes, rewarding team members

▪ personal action planning
– using what you have learned, overcoming obstacles

▪ internal customers
– leveraging internal customers for customer service excellence

▪ developing sensitivity
– delving into and discussing experiences of good and bad customer service
experiences

Managerial Leadership by Cromwell Management Training “It is not the employer who pays the wages. Employers
London only handle the money. It is the customer who pays the
wages”

―Henry Ford

33

PERSONAL IMPACT & EFFECTIVENESS

MODULE AIM
The aim of this module is to provide guidance and direction to further develop key skills and
techniques to build personal impact and effectiveness.

ABOUT THE MODULE
Personal impact & effectiveness is a skills-based course that enhances awareness of your
personal strengths and of areas that need further development. The course provides practical
tools to use in day-to-day interactions that create and sustain personal impact and effectiveness,
leading to higher productivity in the workplace, better relationships with people and greater
sense of self-satisfaction.

Personal strength stems from self-awareness―awareness of strengths and areas for
improvement. Personal impact & effectiveness emanates from constant improvement and
evolving in the best way possible for personal benefit as well as for the benefit of others.

This course encourages individuals to seek further improvement and how things can be done
better or more effectively through personal development.

TRAINING OBJECTIVES
• Assess personal skills for self-development
• Conduct skills audit to discover areas for improvement
• Plan for self-development and continuous growth
• Develop empowering habits through personal change

Managerial Leadership by Cromwell Management Training “The will to win, the desire to succeed, the urge to
London reach your full potential... these are the keys that will
unlock the door to personal excellence”

―Confucius

34

MODULE CONTENT

▪ reflecting on your career
– planning future progression and success, developing personal profile (career
development planning)

▪ planning for self-development
– learning to build skills and effectiveness through critical introspection―what,
how, why

▪ force-field analysis
– overcoming the forces of change and forces of resistance to come unstuck from
conflicting situations

▪ total personal development
– the six Rs of personal effectiveness―reason, revenue, rousers, reputation,
relationships, resilience

▪ continuous learning and improvement
– embedding a logical process into everyday practice through the Deming
Cycle―plan, do, check, act

▪ cultivating winning habits
– the ‘seven’ winning habits to bring about attitudinal and behavioural change for
personal leadership

▪ planning for change
– the four phases of change: denial, resistance, commitment, exploration

Managerial Leadership by Cromwell Management Training “Exert your talents, and distinguish yourself, and don't
London think of retiring from the world, until the world will be
sorry that you retire”

―Samuel Johnson

35

Training facilities

The training courses are run in modern facilities. The training rooms are designed to provide the best learning experience. The
training facilities ensure that you enjoy the best learning environment that maximises the effectiveness of learning whilst offering
you an intellectually stimulating environment.

The training rooms are equipped with audio-visual and presentation technology, spacious to support different learning methods,
and fully equipped to provide an enjoyable experience.

NB: The pictures above are from one of the training venues. We use several venues to run our training courses all of which provide world-class facilities and access to state-of-the-art technology

Contact us

“An organisation’s ability to lead, and translate that learning into
action rapidly, is the ultimate competitive advantage”

―Jack Welch

Managerial Leadership Training

Training Division of Cromwell College of IT & Management

203-213 Mare Street
London
E8 3QE

Tel: +44 (0) 208533 3300
Fax: +44 (0) 208510 0658
Email: [email protected]
Website: www.managerialleader.co.uk