Certificate in Management and Leadership

LAPT

London Academy of Professional Training

Certificate

REF: MGT-C08 • Management Centres • Operational Excellence Certifications

4Subjects	48Chapters	480Classes	400Total Marks	60%Pass Mark	LifetimeValidity

At a Glance

Reference	MGT-C08
Award	Certificate
Assessment	400 marks — 240 to pass (60%)
Prerequisites	None
Validity	Lifetime
Awarding Body	LAPT — London Academy of Professional Training

Curriculum

Management Fundamentals: Self, Team and Work

12 chapters · 120 classes 100 marks

• 1 Managing Yourself at Work — 10 classes

› 1.1 Understanding Your Role and Objectives

› 1.2 Setting Personal Work Goals

› 1.3 Prioritising Tasks Daily

› 1.4 Time Management Methods

› 1.5 Handling Interruptions

› 1.6 Managing Stress and Energy

› 1.7 Working Within Organisational Policies

› 1.8 Personal Organisation and Records

› 1.9 Reflecting on Performance

› 1.10 Keeping a Work Journal

• 2 Developing Your Own Skills and Knowledge — 10 classes

› 2.1 Assessing Your Current Competence

› 2.2 Learning Styles and Methods

› 2.3 Writing a Personal Development Plan

› 2.4 Finding Learning Opportunities at Work

› 2.5 Asking for Feedback

› 2.6 Using a Mentor

› 2.7 Keeping a Learning Record

› 2.8 Applying New Skills

› 2.9 Reviewing Progress Regularly

› 2.10 Planning Your Career Path

• 3 Professional Behaviour and Ethics — 10 classes

› 3.1 Professional Standards in the Workplace

› 3.2 Reliability and Punctuality

› 3.3 Honesty and Integrity

› 3.4 Confidentiality and Data Care

› 3.5 Respect Diversity and Inclusion

› 3.6 Dress and Conduct Expectations

› 3.7 Handling Gifts and Conflicts of Interest

› 3.8 Responsible Use of Social Media

› 3.9 Speaking Up About Concerns

› 3.10 Ethical Decision Making

• 4 How Organisations Work — 10 classes

› 4.1 Types of Organisations

› 4.2 Ownership and Legal Structures

› 4.3 Organisational Charts and Departments

› 4.4 Mission Vision and Values

› 4.5 Stakeholders and Their Interests

› 4.6 Business Environment Factors

› 4.7 Culture and How It Shows

› 4.8 Public Private and Voluntary Sectors

› 4.9 Growth and Competition

› 4.10 Social Responsibility of Organisations

• 5 Working in Teams — 10 classes

› 5.1 Stages of Team Formation

› 5.2 Team Roles and Strengths

› 5.3 Setting Team Goals

› 5.4 Sharing Work Fairly

› 5.5 Communication Within Teams

› 5.6 Supporting Team Members

› 5.7 Recognising Contributions

› 5.8 Team Meetings and Decisions

› 5.9 Handling Problems in Teams

› 5.10 Evaluating Team Performance

• 6 Leading and Motivating a Team — 10 classes

› 6.1 Leadership Versus Management

› 6.2 Leadership Styles in Practice

› 6.3 Motivation Theories Made Simple

› 6.4 Setting Clear Expectations

› 6.5 Delegating Tasks Properly

› 6.6 Giving Praise and Recognition

› 6.7 Coaching a Team Member

› 6.8 Leading by Example

› 6.9 Building Team Spirit

› 6.10 Leading Through Change

• 7 Planning and Allocating Work — 10 classes

› 7.1 Understanding Work Priorities

› 7.2 Breaking Work into Tasks

› 7.3 Estimating Effort and Time

› 7.4 Matching Tasks to Skills

› 7.5 Scheduling Work Fairly

› 7.6 Using Task Boards and Lists

› 7.7 Checking Progress

› 7.8 Adjusting Plans When Things Change

› 7.9 Managing Workload and Overtime

› 7.10 Reviewing Completed Work

• 8 Quality Checking the Team's Work — 10 classes

› 8.1 Standards for Team Output

› 8.2 Setting Quality Measures

› 8.3 Observing Work Quality

› 8.4 Giving Corrective Feedback

› 8.5 Checking Records and Documents

› 8.6 Handling Errors Without Blame

› 8.7 Improving Methods After Mistakes

› 8.8 Customer Complaints Through the Team

› 8.9 Health and Safety Checks

› 8.10 Reporting Team Quality

• 9 Communicating as a Manager — 10 classes

› 9.1 Choosing the Right Channel

› 9.2 Briefing a Team Clearly

› 9.3 Writing Short Work Messages

› 9.4 Running Short Team Meetings

› 9.5 Listening to Staff Concerns

› 9.6 One to One Conversations

› 9.7 Giving Instructions Clearly

› 9.8 Reporting Upwards

› 9.9 Communication in Remote Teams

› 9.10 Checking Understanding

• 10 Managing Conflict and Working Relationships — 10 classes

› 10.1 Sources of Workplace Conflict

› 10.2 Early Warning Signs

› 10.3 Staying Neutral and Calm

› 10.4 Listening to Both Sides

› 10.5 Mediation Steps

› 10.6 Agreeing Solutions

› 10.7 Building Relationships with Colleagues

› 10.8 Working with Other Departments

› 10.9 Disciplinary and Grievance Awareness

› 10.10 Rebuilding Trust

• 11 Flexible, Remote and Digital Working — 10 classes

› 11.1 Types of Flexible Working

› 11.2 Setting Remote Work Expectations

› 11.3 Tools for Digital Collaboration

› 11.4 Keeping Remote Staff Engaged

› 11.5 Measuring Output Not Hours

› 11.6 Information Security for Remote Staff

› 11.7 Home Working Health and Safety

› 11.8 Scheduling Hybrid Meetings

› 11.9 Avoiding Isolation

› 11.10 Reviewing Flexible Arrangements

• 12 Management Fundamentals Capstone Practice — 10 classes

› 12.1 Management Case Study Overview

› 12.2 Analysing the Situation

› 12.3 Setting Team Objectives

› 12.4 Allocating Work to Staff

› 12.5 Handling a Team Issue

› 12.6 Reporting Results to a Superior

› 12.7 Self Evaluation as a Manager

› 12.8 Feedback from Peers

› 12.9 Updating Your Development Plan

› 12.10 Final Management Portfolio Review

Managing Finance, Budgets and Resources

12 chapters · 120 classes 100 marks

• 1 Introduction to Business Finance — 10 classes

› 1.1 Why Managers Need Financial Skills

› 1.2 Sources of Business Finance

› 1.3 Income Costs and Profit

› 1.4 Cash Versus Profit

› 1.5 Fixed Variable and Overhead Costs

› 1.6 Financial Jargon Made Simple

› 1.7 Role of the Finance Department

› 1.8 Financial Controls in Business

› 1.9 Financial Ethics and Fraud Awareness

› 1.10 Reading Financial Information Safely

• 2 Financial Statements for Non Finance Managers — 10 classes

› 2.1 Profit and Loss Account Basics

› 2.2 Balance Sheet Basics

› 2.3 Cash Flow Statement Basics

› 2.4 Assets Liabilities and Equity

› 2.5 Reading Key Lines of Each Statement

› 2.6 Gross and Net Profit Margins

› 2.7 Working Capital Meaning

› 2.8 Comparing Periods

› 2.9 Common Mistakes in Reading Reports

› 2.10 Summarising Results for Others

• 3 Identifying and Justifying Financial Resource Needs — 10 classes

› 3.1 Identifying Resource Needs

› 3.2 Estimating Costs of Needs

› 3.3 Options Appraisal

› 3.4 Writing a Short Business Case

› 3.5 Payback and Return Measures

› 3.6 Presenting a Funding Request

› 3.7 Answering Finance Questions

› 3.8 Sources of Internal Funding

› 3.9 Risk in Financial Requests

› 3.10 Following Up on Decisions

• 4 Budget Preparation — 10 classes

› 4.1 Purpose of Budgets

› 4.2 Types of Budgets

› 4.3 Gathering Historical Data

› 4.4 Setting Budget Assumptions

› 4.5 Preparing a Departmental Budget

› 4.6 Income and Expense Lines

› 4.7 Using Spreadsheets for Budgets

› 4.8 Consulting Staff on Budgets

› 4.9 Approval Process

› 4.10 Communicating the Approved Budget

• 5 Budget Monitoring and Variance Control — 10 classes

› 5.1 Comparing Actual With Budget

› 5.2 Calculating Variances

› 5.3 Favourable and Adverse Variances

› 5.4 Investigating Causes of Variance

› 5.5 Forecasting Year End Position

› 5.6 Corrective Actions

› 5.7 Virement and Reallocation

› 5.8 Reporting Budget Status

› 5.9 Controlling Overtime and Expenses

› 5.10 Learning for Next Budget

• 6 Costing and Pricing — 10 classes

› 6.1 Direct and Indirect Costs

› 6.2 Cost per Unit

› 6.3 Break Even Analysis

› 6.4 Margin and Mark Up

› 6.5 Pricing Methods

› 6.6 Quoting for Jobs

› 6.7 Discounts and Their Impact

› 6.8 Costing Services and Projects

› 6.9 Cost Reduction Ideas

› 6.10 Reviewing Prices Regularly

• 7 Cash Flow and Credit Management — 10 classes

› 7.1 Why Cash Flow Matters

› 7.2 Cash Flow Forecasting

› 7.3 Credit Terms Explained

› 7.4 Invoicing Accurately

› 7.5 Chasing Late Payments

› 7.6 Managing Payables

› 7.7 Petty Cash Controls

› 7.8 Banking Basics

› 7.9 Handling Cash Safely

› 7.10 Warning Signs of Cash Problems

• 8 Managing Physical Resources and Assets — 10 classes

› 8.1 Types of Physical Resources

› 8.2 Asset Registers and Tagging

› 8.3 Planning Resource Needs

› 8.4 Stock Control Basics

› 8.5 Maintenance of Equipment

› 8.6 Safe Storage and Handling

› 8.7 Disposal and Recycling

› 8.8 Preventing Loss and Theft

› 8.9 Resource Utilisation Measures

› 8.10 Reporting Resource Issues

• 9 Purchasing and Supplier Management — 10 classes

› 9.1 Purchasing Cycle Overview

› 9.2 Specifying Requirements

› 9.3 Finding Suppliers

› 9.4 Tendering and Quotation Comparison

› 9.5 Evaluating Supplier Offers

› 9.6 Placing Orders and Contracts

› 9.7 Receiving and Checking Goods

› 9.8 Supplier Performance Review

› 9.9 Ethical and Sustainable Buying

› 9.10 Managing Supplier Disputes

• 10 Technology and Information as Resources — 10 classes

› 10.1 Choosing Business Technology

› 10.2 Cost of Ownership

› 10.3 Implementing New Tools

› 10.4 Training Staff on Systems

› 10.5 Information Security Practices

› 10.6 Managing Knowledge Records

› 10.7 Data Backup and Retention

› 10.8 Using Office Software Efficiently

› 10.9 Review of Technology Benefits

› 10.10 Digital Risks and Controls

• 11 Sustainability and Social Impact of Resource Use — 10 classes

› 11.1 Environmental Impact of Work

› 11.2 Energy and Waste Reduction

› 11.3 Social Impact on Communities

› 11.4 Sustainable Procurement

› 11.5 Measuring Environmental Performance

› 11.6 Corporate Social Responsibility Basics

› 11.7 Legal Environmental Obligations

› 11.8 Involving Staff in Sustainability

› 11.9 Reporting Sustainability Results

› 11.10 Linking Sustainability to Cost Saving

• 12 Financial Risk, Control and Compliance — 10 classes

› 12.1 Financial Risks in Business

› 12.2 Internal Controls Overview

› 12.3 Segregation of Duties

› 12.4 Authorisation Limits

› 12.5 Fraud Prevention and Reporting

› 12.6 Audit Trails and Records

› 12.7 Tax and Legal Obligations in Brief

› 12.8 Insurance Basics

› 12.9 Compliance Checks

› 12.10 Capstone Budget and Resource Plan

Customer Service, Marketing and Sales Management

12 chapters · 120 classes 100 marks

• 1 Customer Focus in the Organisation — 10 classes

› 1.1 What Customers Expect

› 1.2 Internal and External Customers

› 1.3 Customer Service Standards

› 1.4 Building a Customer Focused Culture

› 1.5 Customer Journey Mapping

› 1.6 Customer Segments

› 1.7 Complaints as Opportunities

› 1.8 Customer Loyalty and Retention

› 1.9 Measuring Satisfaction

› 1.10 Roles of Staff in Customer Care

• 2 Customer Service Skills — 10 classes

› 2.1 Greeting and First Impressions

› 2.2 Listening to Customer Needs

› 2.3 Clear Polite Communication

› 2.4 Telephone and Email Service

› 2.5 Handling Queries Accurately

› 2.6 Dealing with Upset Customers

› 2.7 Saying No Positively

› 2.8 Following Up After Service

› 2.9 Cultural Awareness in Service

› 2.10 Personal Resilience in Service Roles

• 3 Managing Customer Service Operations — 10 classes

› 3.1 Service Level Agreements

› 3.2 Staffing a Service Team

› 3.3 Service Scripts and Guidelines

› 3.4 Handling Service Peaks

› 3.5 Complaint Logging and Escalation

› 3.6 Customer Service Metrics

› 3.7 Quality Monitoring of Calls and Chats

› 3.8 Feedback Surveys

› 3.9 Service Recovery Methods

› 3.10 Reporting Service Performance

• 4 Market Research Basics — 10 classes

› 4.1 Purpose of Market Research

› 4.2 Primary and Secondary Research

› 4.3 Writing Simple Surveys

› 4.4 Interviews and Focus Groups

› 4.5 Sampling Customers

› 4.6 Analysing Responses

› 4.7 Competitor Analysis

› 4.8 Market Size and Trends

› 4.9 Presenting Research Findings

› 4.10 Ethical Research and Consent

• 5 Principles of Marketing — 10 classes

› 5.1 What Marketing Is

› 5.2 Marketing Mix of Product Price Place Promotion

› 5.3 Segmentation Targeting and Positioning

› 5.4 Understanding Buyer Behaviour

› 5.5 Branding Basics

› 5.6 Pricing from a Marketing View

› 5.7 Distribution Channels

› 5.8 Promotion Methods

› 5.9 Marketing and Customer Value

› 5.10 Legal and Ethical Marketing

• 6 Developing and Implementing a Marketing Plan — 10 classes

› 6.1 Structure of a Marketing Plan

› 6.2 Situation Analysis Using SWOT

› 6.3 Setting Marketing Objectives

› 6.4 Choosing Strategies

› 6.5 Planning Activities and Timelines

› 6.6 Setting a Marketing Budget

› 6.7 Assigning Responsibilities

› 6.8 Monitoring Campaign Results

› 6.9 Return on Marketing Spend

› 6.10 Revising the Plan

• 7 Online and Digital Marketing — 10 classes

› 7.1 Digital Marketing Overview

› 7.2 Websites and Landing Pages

› 7.3 Search Engine Basics

› 7.4 Email Marketing

› 7.5 Social Media for Business

› 7.6 Content Creation Planning

› 7.7 Paid Online Advertising Basics

› 7.8 Analytics and Reports

› 7.9 Online Reputation and Reviews

› 7.10 Data Protection in Digital Marketing

• 8 International and Cross Cultural Business — 10 classes

› 8.1 Why Businesses Go International

› 8.2 Import and Export Basics

› 8.3 Cultural Differences in Business

› 8.4 Market Entry Options

› 8.5 Pricing and Currency Issues

› 8.6 Legal and Trade Rules

› 8.7 Logistics for Overseas Customers

› 8.8 Language and Communication Needs

› 8.9 Managing International Relationships

› 8.10 International Risk Awareness

• 9 Selling Products and Services — 10 classes

› 9.1 The Sales Process Overview

› 9.2 Finding and Qualifying Prospects

› 9.3 Preparing for a Sales Conversation

› 9.4 Questioning to Find Needs

› 9.5 Presenting Features and Benefits

› 9.6 Handling Objections

› 9.7 Closing a Sale

› 9.8 After Sales Care

› 9.9 Selling Ethically

› 9.10 Recording Sales Activity

• 10 Planning and Managing Sales Teams — 10 classes

› 10.1 Sales Targets and Forecasts

› 10.2 Territory and Account Planning

› 10.3 Allocating Work to Sales Staff

› 10.4 Pipeline Reviews

› 10.5 Sales Coaching Basics

› 10.6 Sales Incentive Schemes

› 10.7 Customer Relationship Management Systems

› 10.8 Monitoring Sales Performance

› 10.9 Motivating Sales Teams

› 10.10 Reporting Sales Results

• 11 Bidding for Contracts and Proposals — 10 classes

› 11.1 Finding Bid Opportunities

› 11.2 Bid or No Bid Decision

› 11.3 Reading Tender Documents

› 11.4 Costing a Bid

› 11.5 Writing a Proposal

› 11.6 Presenting Value to Clients

› 11.7 Compliance Checks Before Submission

› 11.8 Negotiating Contract Terms

› 11.9 Winning and Losing Review

› 11.10 Handover to Delivery Team

• 12 Delivering Products and Services to Customers — 10 classes

› 12.1 Order to Delivery Process

› 12.2 Delivery Planning and Scheduling

› 12.3 Quality Checks Before Delivery

› 12.4 Packaging and Documentation

› 12.5 Customer Communication During Delivery

› 12.6 Handling Delays and Errors

› 12.7 Returns and Refunds

› 12.8 Customer Contracts and Warranties

› 12.9 Delivery Performance Measures

› 12.10 Capstone Customer Journey Project

Recruitment, Learning, Performance and Wellbeing

12 chapters · 120 classes 100 marks

• 1 Workforce Planning — 10 classes

› 1.1 Why Workforce Planning Matters

› 1.2 Analysing Current Staffing

› 1.3 Forecasting Future Needs

› 1.4 Skills Gap Analysis

› 1.5 Succession Planning Basics

› 1.6 Planning Flexible Resourcing

› 1.7 Costing Workforce Plans

› 1.8 Using Workforce Data Ethically

› 1.9 Writing a Workforce Plan

› 1.10 Reviewing Plans Annually

• 2 Recruitment and Selection — 10 classes

› 2.1 Recruitment Process Overview

› 2.2 Writing Job Descriptions and Person Specifications

› 2.3 Advertising Vacancies

› 2.4 Fair and Inclusive Recruitment

› 2.5 Shortlisting Candidates

› 2.6 Planning Interviews

› 2.7 Asking Good Interview Questions

› 2.8 Using Tests and Assessments

› 2.9 Making Offers and Checking References

› 2.10 Recording Recruitment Decisions

• 3 Employment Law and Employment Relationship — 10 classes

› 3.1 Employment Contracts and Terms

› 3.2 Statutory Employment Rights

› 3.3 Working Time and Leave

› 3.4 Equality and Anti Discrimination Law

› 3.5 Health and Safety Duties

› 3.6 Data Protection and Employee Records

› 3.7 Probation and Notice

› 3.8 Disciplinary Procedures

› 3.9 Grievance Procedures

› 3.10 Ending Employment Fairly

• 4 Induction and Retention — 10 classes

› 4.1 Purpose of Induction

› 4.2 Planning an Induction Programme

› 4.3 Welcoming New Staff

› 4.4 Explaining Policies and Safety

› 4.5 Buddy and Mentor Support

› 4.6 Probation Reviews

› 4.7 Reasons Staff Leave

› 4.8 Exit Interviews

› 4.9 Retention Strategies

› 4.10 Measuring Turnover

• 5 Redeployment and Redundancy Awareness — 10 classes

› 5.1 Reasons for Organisational Change in Roles

› 5.2 Consultation Obligations

› 5.3 Identifying Redeployment Options

› 5.4 Retraining Staff for New Roles

› 5.5 Fair Selection Criteria

› 5.6 Communicating Difficult News

› 5.7 Supporting Affected Staff

› 5.8 Legal Steps in Redundancy

› 5.9 Looking After Remaining Staff

› 5.10 Reviewing Lessons Learned

• 6 Learning and Development in the Workplace — 10 classes

› 6.1 Identifying Learning Needs

› 6.2 Training Needs Analysis

› 6.3 Learning Methods On and Off the Job

› 6.4 Planning a Training Session

› 6.5 Delivering Short Training

› 6.6 Using E-Learning and Online Tools

› 6.7 Evaluating Training Results

› 6.8 Competence Records

› 6.9 Linking Training to Business Goals

› 6.10 Building a Learning Culture

• 7 Coaching and Mentoring Employees — 10 classes

› 7.1 Coaching Versus Mentoring

› 7.2 Coaching Models in Brief

› 7.3 Building Trust

› 7.4 Setting Coaching Goals

› 7.5 Active Listening in Coaching

› 7.6 Powerful Questions

› 7.7 Giving Feedback in Coaching

› 7.8 Action Planning with Employees

› 7.9 Recording Coaching Sessions

› 7.10 Evaluating Coaching Outcomes

• 8 Performance Management — 10 classes

› 8.1 Purpose of Performance Management

› 8.2 Setting Objectives

› 8.3 Ongoing Feedback Conversations

› 8.4 Appraisal Preparation

› 8.5 Running an Appraisal Meeting

› 8.6 Rating and Recording Performance

› 8.7 Managing Underperformance

› 8.8 Improvement Plans

› 8.9 Recognising Strong Performance

› 8.10 Fairness and Bias in Reviews

• 9 Reward and Recognition — 10 classes

› 9.1 Reward Components Explained

› 9.2 Pay Structures and Grades

› 9.3 Benefits and Allowances

› 9.4 Performance Related Pay

› 9.5 Non Financial Recognition

› 9.6 Pay Equality and Transparency

› 9.7 Market Pay Comparisons

› 9.8 Communicating Reward to Staff

› 9.9 Reward and Motivation

› 9.10 Reviewing Reward Policy

• 10 Employee Wellbeing and Safe Workplaces — 10 classes

› 10.1 Wellbeing at Work Overview

› 10.2 Stress and Mental Health Awareness

› 10.3 Work Life Balance

› 10.4 Spotting Signs of Distress

› 10.5 Supporting Staff Through Difficulty

› 10.6 Absence Management

› 10.7 Healthy and Safe Working Environment

› 10.8 Reasonable Adjustments

› 10.9 Wellbeing Programmes

› 10.10 Measuring Wellbeing

• 11 Diversity, Inclusion and Employee Engagement — 10 classes

› 11.1 Meaning of Diversity and Inclusion

› 11.2 Unconscious Bias Awareness

› 11.3 Inclusive Team Practices

› 11.4 Accessibility in the Workplace

› 11.5 Handling Discrimination Complaints

› 11.6 Engagement Surveys

› 11.7 Employee Voice Channels

› 11.8 Recognition Events and Culture

› 11.9 Building Belonging

› 11.10 Reporting Inclusion Results

• 12 People Metrics and Human Resource Practice — 10 classes

› 12.1 Why Measure People Data

› 12.2 Headcount and Turnover Reports

› 12.3 Absence and Productivity Measures

› 12.4 Training and Skills Reporting

› 12.5 Cost of Hiring Analysis

› 12.6 Using HR Software

› 12.7 Data Accuracy and Privacy

› 12.8 Presenting People Reports

› 12.9 Human Capital Reporting Basics

› 12.10 Capstone People Practice Plan

LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org • +44 7513 283044 • lapt.org

UKPRN 10067351 • Company 4984798
Curriculum current at the date of issue.

Certificate in Management and Leadership — Certification Brochure