Retail Management Training Program - What's included?

The Journey to Authentic Leadership

The program is divided into a number of sections that enable and inspire leadership excellence. In the first few sections, we take your people on a journey that will demystify human behavior. Then we teach them the practical skills and strategies to cope with the most challenging team members, while learning how to fully engage their high achievers. Let’s explore each of these sections in more depth:

Know Your Team

Duration: 5 Hours*

*You can run this section in three hours by eliminating some exercises.


To be an effective leader you need to really understand the people you are leading - their behavior and the situation. In this section we provide participants with a number of techniques to help them better understand the people they lead.   At the start of the course participants identify three team members they’ll profile throughout the duration of the course.  They learn to:

  1. Assess each team member’s level of competence (skill) and consciousness (awareness of their own competence/incompetence)
  2. Identify how each team member prefers to work, make decisions, receive information, and carry out tasks 

In addition to understanding their team members better, they learn to:

  1. Identify their own preferences and that of their colleagues, so they can understand each other better
  2. Learn how preferences influence human behavior.


It starts by getting curious: 

  1. We get curious about our team members (social awareness)
  2. We get curious about our colleagues (social awareness)
  3. We get curious about ourselves (self-awareness).

Then, as we work through each section, we apply the learnings to our team members, ourselves and our colleagues.  By getting curious about their team members, managers gain more insights, feel more empowered, and gain more self-control.   They’ll step out of the Red Zone and into the Green Zone - the zone of opportunities and solutions.


  • One ice breaker
  • Eleven group exercises in understanding preferences*
  • Six group team member profiling exercises 
  • Four hand-outs
  • Two case studies 
  • Four action plans

*The majority of exercises can be worked through individually, or as one-to-one coaching exercises.

Develop Your Team

Duration: 2 Hours*

*You can run it in 90 minutes by eliminating some exercises.

Before you coach, it helps to understand:

  1. Each team member's stage of learning for each of the tasks they complete 
  2. What your natural management style is 
  3. What the most appropriate management style is for each team member's level of development
  4. Once you know what your team members need, you can tailor your leadership style to bring out the very best in them.  Too much direction can result in team member resentment, while too little results in frustration.  This section shows you how to get the right balance


At the end of this section, participants will be able to:

  1. Identify which development level each of their team members falls into based on their level of skill and will  
  2. Identify which leadership style is appropriate for each team member 
  3. Adopt a flexible approach to leadership by which they demonstrate at least three different leadership styles (most managers only ever demonstrate one or two)
  4. Gain an awareness of how others may perceive their leadership style.


  1. You’ll explain the development life cycle of a team member and the four main stages of development which vary according to skill (competence) and will (motivation) 
  2. You’ll explain the four main leadership styles appropriate for each style
  3. Participants will then identify which leadership style they predominately use with each team member and which one they should be using based on their team member’s development level  
  4. They will then set goals to bridge the gap between the correct style and their current style  
  5. They’ll gain a greater understanding of their own leadership preferences.


  • One group exercise (runs for approximately 30 minutes)

  • Three hand-outs

  • Action plans

  • Checklists

Manage Your Team

Duration: 90 Minutes

Every manager has to deal with difficult behavior and pretty much all find it stressful.  Some find it so stressful they avoid it all together which is called management by abdication!  Then there are those managers who get so caught up in their own feelings, they lose the ability to think.  They step into the Red Zone, and refuse to take off their black hats long enough to proactively act as opposed to react.   There is a way to manage difficult behavior while staying calm, composed and in control. 
The key to managing behavior effectively starts with understanding it.  Yet many managers don’t do this.  They go straight to trying to eliminate the bad behavior without first seeking to understand what could be causing it.  Yet seldom does behavior occur at random, there is generally always a trigger. If you can understand why someone behaves the way they do, you can address the root cause of the issue rather than just repeatedly dealing with the issue.  Then you can put in place the right consequences for driving more of the behavior you want to see, and less of the behavior you don’t want to see.  This is the ABCs of behavior, and once understood it’s really is quite simple.  The ‘A’ stands for 'antecedent' (trigger), the ‘B’ for behavior, and the ‘C’ for consequences. 


At the end of this section, participants will be able to:

  1. Understand behavior antecedents and what causes people to say and do the things they do
  2. Demonstrate an understanding of the different levels of motivation 
  3. Get the best out of people through effective rewards and recognition 
  4. Improve productivity and performance 


  1. Participants will be provided with the context of the ABCs of behavior
  2. Then they’ll take this knowledge and apply it to their team members via profiling
  3. They’ll pinpoint the triggers to common behavior problems and then develop strategies for eliminating this bad behavior with their team members


  • Three handouts
  • Four group exercises
  • Team profiling
  • Strategies for dealing with 11 common problem team member behaviors

Coach Your Team

Duration: 5 Hours*

*You can run this section in three hours by eliminating some exercises.

Part of managing difficult behavior involves holding courageous conversations.  Many managers find this stressful.  They agonize over what they’ll say to a team member who’s not performing:  “How do I tell him he’s not performing?  I don’t know what to say. How do I word it?  What if he gets really defensive?” etc.  Some managers even rehearse what they’ll say by writing down screeds of information and then practicing on their spouses, friends and so on.  When they go to deliver their message they let it all out in one foul breath. Not surprisingly, they do more damage than good.  But courageous conversations when held well are an opportunity to build trust, loyalty and commitment - they can actually be positive!


At the end of this section, participants will be able to:

  1. Prepare for courageous conversations
  2. Hold courageous conversations for a variety of situations, calmly and confidently
  3. Respond to stressful situations in a calm and controlled manner
  4. Leave the course feeling confident and positive about holding courageous conversations. 

Method (the how)

  1. Participants will be introduced to a model of coaching that they can follow in any coaching situation
  2. Team members will practice preparing for and holding coaching conversations based on real issues 


  • Five hand-outs
  • Coaching strategies for dealing with several common behavioural issues
  • Two individual exercises
  • Three group exercises
  • 12 fun, practical skill practice scenarios and feedback forms

Full Training Tool Box  

This is an extremely comprehensive package.  It’s designed so that you have a full toolbox from which to select those skills that best meet the needs of your group.  You may decide to do the majority of exercises with brand new managers, and only the high level exercises with your senior managers. 

The course is designed so that you don’t need to be an expert on leadership to facilitate it.  The course takes the most proven leadership concepts and translates them into easy to understand, bite sized chunks with just enough theory to provide a context to the learning.  We take the 80/20 rule in that we use 20% of the information we know will make 80% of the difference to your people. 

Participants differ in terms of their level of:

  1. Motivation and commitment
  2. Skills and knowledge
  3. Leadership style

Depending on your group, their skills and experience, the course could take anywhere from one day to three days to deliver.  You may even want to set up a number of ½ day sessions or mini modules, where participants come to focus on two or three key leadership techniques which they go away and put into practice for a couple of weeks before returning for the next session. 

30% Theory - 70% Practice

We’ve tested several leadership theories, techniques and skills on thousands of managers from seasoned through to those just starting out.  Only the best skills, techniques and exercises have been included, so you as the facilitator can rest assured you’ll have a course full of active participants, not passengers, or worse - prisoners! 

No concept or information is introduced without a practical exercise to put it into context.  We realize that a lot of operations managers are visual and kinaesthetic learners, and so our training is designed for their learning preference. 

You can expect:

  • A fun, impactful, dynamic workshop that results in improved leadership skills, motivation and confidence  
  • A course that incorporates just the right about of theory, in order to provide context, with an emphasis on practical skills and techniques 

Participants will leave with higher levels of confidence, as the course is strongly geared towards skills practice and case studies which give participants the opportunity to cement their learning. Expect:

  1. A team of willing participants that embrace the course and look forward to what is covered next
  2. Content and exercises to be different to other courses your team have been on, so it’s new and exciting
  3. Just the right level of theory with loads of exercises, case studies and activities to keep it interesting and practical

Transformational, inspirational, practical and dynamic!  Even those managers who have been on leadership courses before will leave with new insights, skills and techniques to bring out the best in people. There are numerous exercises, case studies, action plans and skills practice scenarios to reinforce key learnings and to form a complete learning solution.

For a one off investment of US$497 you receive the very best retail management training, skills, techniques and exercises.

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