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Develop the skills to lead with confidence. This CMI Level 3 qualification in First Line Management and Leadership is ideal for new and aspiring managers looking to build practical management expertise, lead high-performing teams, and drive results in the workplace.
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Three qualification options are available, allowing learners to select the level of study that best suits their goals and experience.
These units form the foundation of the qualification, covering the essential skills and knowledge for first line management and leadership.
All organisations have a unique structure, character and culture. Without developing an awareness into how an organisation operates, it is challenging to lead and manage people effectively. Awareness begins with an understanding of the way different organisations are structured, as well as how they are influenced by culture, values and ethics. On successful completion of the unit, First Line Managers will understand the role of an organisation's strategic business plan, and how they can contribute to the organisation's success.
An effective First Line Manager is equipped with the knowledge, skills and behaviours to engage, motivate and inspire people and teams. This is underpinned by an understanding of how to manage and lead people in a way that not only provides clear direction, but recognises and responds to individual needs and aspirations through the promotion of equity, diversity, inclusion and wellbeing. On successful completion of the unit, First Line Managers will have developed an understanding of management and leadership theory and styles, and the practical methods that can be employed to lead people and teams with impact.
Effective communication is a theme that runs through all management and leadership practice. It supports the development of stakeholder relationships, which are essential for organisational success. Changes in technology and society mean communication approaches are ever evolving. First Line Managers need to be agile, able to flex their communication style to engage and inspire others. On successful completion of the unit, First Line Managers will have explored the role of effective communication in their working practice, and how this can be used to build and sustain successful collaborative relationships.
The ability to deliver operational activities requires the First Line Manager to demonstrate wide ranging skills and expertise. This includes the ability to communicate operational plans to people and teams, allocate and manage resources, mitigate risks and quality assure outcomes. It is the role of the First Line Manager to support people and teams to achieve operational outcomes within the rules, complying with legal, regulatory and organisational requirements. On successful completion of the unit, First Line Managers will understand the role of operational activities within an organisation and how these can be planned, managed and delivered with success.
Change is an inevitable, yet often feared, part of work and life. With the right tools and techniques, approaches can be developed to manage it effectively. Change management begins with an understanding of the reasons, type and scope of change, its benefits for individuals, teams and the organisation, as well as how barriers and challenges to change can be overcome. On successful completion of the unit, First Line Managers will know how to contribute to the effective delivery and implementation of change.
Projects play a vital role in achieving strategic objectives within organisations. Whilst the scale, significance and complexity of a project varies, the principles of how projects are managed are ultimately the same. Projects provide First Line Managers with the opportunity to plan, coordinate and deliver tasks in a structured manner, enabling them to develop their management and leadership skills. This unit aims to equip First Line Managers with the knowledge and understanding of how projects are managed, the methods used to monitor and control delivery — from the start of a project, through to closure and review.
Managing problems and decision making is a fundamental part of the First Line Manager's role. Whilst problems may be complex and challenging, the ability to manage these problems contributes to decision making which supports the achievement of organisational goals and the development of relationships with internal and external stakeholders. On successful completion of the unit, First Line Managers will know how to apply approaches, models and techniques to problem solve and make decisions within an organisational context.
Professional development is a fundamental activity that supports First Line Managers to develop in their role. In an organisational setting it may support career progression, the development of knowledge, capabilities, personal growth and motivation. Importantly, it has the potential to impact an individual's self-esteem, fulfilment, mental wellbeing and resilience. Professional development also contributes to an organisation's ability to succeed, as well as bringing benefits to the people and teams led by the First Line Manager. On successful completion of the unit, First Line Managers will understand the benefits of 'developing self' and be able to create a Professional Development Plan to support the achievement of their goals.
Good financial management is essential if an organisation is to succeed. Whilst many First Line Managers will not require an in-depth knowledge of finance and accounting in their role, they should understand how they can contribute to the organisation's financial health through the effective management of budgets. On successful completion of the unit, First Line Managers will understand the role of budgets within organisations, and how budgets can be monitored, controlled and managed.
Technology in the workplace can be transformative. By harnessing the capability of technologies, First Line Managers can identify ways to manage individuals and teams more efficiently, streamline workflows, improve communication and stay organised. From an organisational perspective, the right technology can contribute to the delivery of its strategic plan and the ability to meet stakeholder requirements. On successful completion of the unit, First Line Managers will understand the benefits and challenges of using technology and how new innovations can support the achievement of organisational and professional goals.
First Line Managers have a key role in supporting people to develop and thrive throughout their employment. Support typically starts at the beginning of the employee life cycle, at pre-recruitment, and concludes at the end of a person's contract with the organisation. First Line Managers are uniquely placed to understand the needs of employees, enabling them to understand their role and responsibilities and providing opportunities to work towards personal and professional goals. On successful completion of the unit, First Line Managers will have developed an understanding of the employee life cycle and know how to effectively contribute to the development of people.
These specialist units can be selected to tailor the qualification to specific sector needs or personal development goals.
Treating colleagues, customers and stakeholders with dignity and respect enables relationships to develop and thrive. This unit focuses on how to develop inclusive working practices in line with organisational and legal frameworks. This will not only improve the productivity and wellbeing of staff, but impact positively on the whole customer experience.
Volunteers are uniquely placed to offer a wealth of skills and abilities to complement those of employed staff within an organisation. Managed well, they can help an organisation improve the quality and capacity of the service. This unit aims to equip managers with the knowledge of how to engage, motivate and support volunteers to be effective within their role and address challenges with a positive 'can-do' attitude.
Conflict and disagreements in the workplace have a detrimental effect on team dynamics, productivity and motivation. The ability to respond effectively to conflict is a fundamental skill for all managers. This unit aims to support managers to understand the types and causes of conflict and how to identify strategies to respond to conflict situations in a timely and professional manner.
Developing and sharing good practice enables individuals and organisations to develop and increase their potential to exceed personal and organisational expectations. This unit explores how good practice can be developed, maintained, adopted and shared with stakeholders.
Health and safety is important as it protects the wellbeing of employees and customers. There are serious legal, financial, and reputational consequences if neglected. The aim of this unit is to equip managers with an understanding of their statutory and organisational responsibilities in making the workplace safer.
Managing quality is a collective activity that must be monitored continually to ensure standards are consistently met. The aim of this unit is to equip managers with the understanding of how quality systems are used, the tools and techniques for monitoring and measuring quality, and the requirements needed to support a quality audit. The impact of this knowledge is to drive a culture of continuous improvement within the organisation.
Customers are key to the success of any business. It is essential to know how to deliver a great customer experience that meets and exceeds expectations of all customers — whether they are a colleague, a department within an organisation, or a member of the public. The aim of this unit is to equip managers with an understanding of the parameters in which good customer service is delivered. It focuses on the end-to-end customer journey and encourages the manager to reflect on the customer service experience through the customer's eyes.
The ability to solve problems, make timely business decisions and respond to customers' needs is dependent on the ability to access good quality data and information. With growing volumes of data, this challenge has become increasingly difficult to manage. The aim of this unit is to equip managers with the knowledge of how to gather, assess and analyse different types of data and information, and how to report findings for different business purposes within legal and organisational guidelines.
Managers are increasingly faced with days packed full of meetings that leave little time to get things done. Run well, meetings can be a place where issues are discussed, problems resolved and decisions are made. This unit aims to equip managers with the knowledge and tools to try different approaches when conducting meetings. It also explores good practice for preparing for and leading meetings that have impact and deliver results.
Delivering presentations can be very challenging. When done successfully, a presentation can lead to a job offer or a new contract, and has the potential to engage team members to buy into new ideas or embrace new projects and opportunities. The aim of this unit is to equip managers with the knowledge and skills to plan presentations to meet the needs of a target audience. The unit will enable managers to develop the knowledge and tools to deliver great presentations which engage an audience and motivate them to want to know more.
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