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Championing Quality and Staying out of Trouble Agenda 9.30am

Introduction and Objectives Welcome and introduction to the course Individual and group objectives Defining and Understanding ’Quality’ Personal standards Taking responsibility Setting challenging targets for you and your team Encouraging your team to aspire to exceed expectations A customer centric approach


Coffee Roles and Responsibilities in your Business Who is responsible for what? Equal Opportunities Legislation and ACAS Best Practice Understanding discrimination - positive, direct and indirect Bullying and harassment Applying equal opportunities and fairness in the workplace


Lunch Handling Complaints and Grievance Defining what a grievance is Handling and resolving ‘informal ‘ grievances On-going Talent Management Identifying the different talent pools Succession planning Developing your best people On-going development


Tea Build your Charter What is a charter? » client » candidate » managing people Action Plans Personal action plans



Course 6 - Championing Quality and Staying out of Trouble Agenda #