ABSTRACT

Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).

chapter 1|2 pages

Introduction

chapter 3|4 pages

Causes of conflict

chapter 4|3 pages

Resolving conflict situations

chapter 5|5 pages

The 4-step model for resolving conflict

chapter 6|2 pages

Achieving a win–win situation

chapter 7|2 pages

Summary

chapter 1|1 pages

Introduction

chapter 2|1 pages

Achieving harmony at work

chapter 3|1 pages

Selection and training

chapter 4|1 pages

Appraising performance

chapter 6|2 pages

Earning respect from the team

chapter 7|4 pages

Motivating and monitoring

chapter 9|1 pages

Resolving conflict

chapter 10|4 pages

Grievance procedures

chapter 11|2 pages

Summary

chapter 1|2 pages

Introduction

chapter 3|5 pages

Counselling

chapter 4|1 pages

Professional help

chapter 5|3 pages

Mentoring

chapter 6|2 pages

Confidentiality

chapter 7|1 pages

Summary

chapter 1|1 pages

Quick quiz

chapter 2|1 pages

Workbook assessment

chapter 3|2 pages

Work-based assignment

chapter 1|2 pages

Reflect and review

chapter 2|2 pages

Action plan

chapter 3|2 pages

Extensions

chapter 5|1 pages

Answers to activities

chapter 6|1 pages

Answers to the quick quiz

chapter 7|4 pages

Certificate