Key competencies for
Middle Managers
With links to learning opportunities and further
information
Clive Betts
Staff Learning and Development
Version 1.0 September 2014
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To solve problems and make decisions you need to be able to:
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describe a problem, its nature, scope and impact
gather and interpret information to solve a problem
evaluate options to make a decision
plan, monitor and review the implementation and communication of decisions
Typically, these may include using the following information, steps, tools and techniques:
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setting objectives as part of defining a problem
brain storming and creative thinking for problem solving
Cause and Consequence Mapping
Fishbone Analysis, Pareto, Paired Analysis, Process Mapping, Paired Comparison, Why, Why Diagrams
etc.
statistics, charts, diagrams in interpreting and presenting data
progress review meetings, evaluation tools
Learn about/develop/refresh this capability: Solving problems and making decisions workshop (part of
the Effective Middle Manager Programme); You e-Develop resources
To manage performance effectively you need to be able to:
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understand how individual performance meets organisational and individual needs
understand the value of, and how to give, feedback in the workplace
conduct difficult conversations
identify and deal with underperformance
understand what motivates your staff
Typically, these may include using the following information, steps, tools and techniques:
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identifying stakeholders
understanding and setting SMART objectives and alignment of objectives with Organisational Objectives
and Vision.
the Performance Equation
performance standards and ways of measuring standards
variances in performance and the conduct versus capability model
performance counselling Meetings
action planning
Learn about/develop/refresh this capability: Understanding performance management workshop (part of
the Effective Middle Manager Programme); Managing staff performance and absence workshop; Managers and
supervisors web
To motivate your staff you need to be able to:
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understand the factors that influence motivation levels in the workplace
apply theories of motivation to improve performance in the workplace
use employee engagement to increase motivation levels
Typically, these may include the following information, steps, tools and techniques:
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Basic theories of motivation and their application to teams and individuals
Overview of the factors influencing behaviour at work
Styles and patterns of behaviour at work
Range of techniques to motivate individuals and monitor performance
Positive approaches to offset negative attitudes in the workplace
Employee engagement policies and practice
Learn about/develop/refresh this capability: There is information on You e-Develop and the principles are
covered in the Team Leader programme.
To manage change and innovation effectively you need to be able to:
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Understand innovation and change in an organisation
Understand how to plan, monitor and review the implementation and communication of innovation
and change in an organisation
Understand the effects of innovation and change on people and teams in an organisation
Understand the forces for change in an organisation
Know how to identify and plan change in an organisation
Typically, these may include the following information, steps, tools and techniques:
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The role of change in the survival and prosperity of organisations
Direct and indirect aspects of innovation and change – people, departments and organisations
Barriers to change and innovation – how to identify them and other difficulties in implementing change
The role and responsibilities of the manager in helping others through change
The role of communication in successful implementation of innovation and change
Learn about/develop/refresh this capability: There is information on You e-Develop and the principles are
covered in the Change Part 1 and Part 2 workshops (part of the Effective Middle Manager programme).
To manage projects effectively you need to be able to:
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adapt a project if there is a significant change in scope, time or budget
use basic tools to manage issues, risks and actions
set up and run a project team and project governance
report on a project
know how cost, time and quality can influence your project
know the difference between risks and issues and how to manage them
set up a project team and run team meetings
know why you need project governance and how to choose the most appropriate format for your
project
Typically these may include the following information, steps, tools and techniques:
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use of University protocols and forms (eg PIDs)
creation of Gantt, PERT or other task/time charts and plans
Critical Path Analysis and the assignment of milestones to project tasks
identifying stakeholders
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Learn about/develop/refresh this capability: There is information on You e-Develop and the principles are
covered in the Project management workshop (part of the Effective Middle Manager programme).
To write effective business documents you need to be able to:
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satisfy the University's conventions for different types of documents
use effective and appropriate tone, language and level of formality to meet the requirements of your
audience
incorporate basic statistics and visual material in the document
know how to structure a document for a particular purpose
manage versions of the document
use features of wordprocessing applications appropriately and effectively
Typically these may include the following information, steps, tools and techniques:
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the value of the written word in avoiding errors and providing permanent records
image, structure, layout conventions including “house styles”
the purpose and conventions of letters, memos, reports and e-mails in use within the organisation
planning for writing, including use of available information and the needs of the recipient
the importance of objectives and the reader
Learn about/develop/refresh this capability: There is information on You e-Develop and the principles are
covered in the Business writing Workshop.
To manage services effectively you need to be able to:
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understand any relevant legal and organisational requirements for managing services
understand service standards and service levels
know how to monitor service delivery and customer service performance
Typically these may include the following information, steps, tools and techniques:
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organisational commitments to customers (warranties and guarantees, service standards etc)
methods of identifying customer requirements and expectations
standards and benchmarks
manager’s responsibilities and authority in relation to service provision
how to identify the internal customer chain, external customers
methods of establishing relevant customer care standards and procedures
methods to establish and maintain effective relationships with customers at all stages
techniques for identifying customer needs
use of appropriate planning and quality systems to monitor and fulfil customer care standards
Learn about/develop/refresh this capability: There is information on You e-Develop and the principles are
covered in the Managing excellent customer service workshop.
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