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Front line managers are key to business success


Well-trained, effective frontline managers are the bedrock of business success, according to new research.

In a study that interviewed 1000 employees, the CIPD found that front line managers (FLM) – defined as those with first line responsibility for a work group of 10-25 people – had a huge impact on over-all organisational performance.

The CIPD found that the higher employees rated their front line manager in terms of the way they managed people, the more satisfied and committed they were. This in turn resulted in higher performance, according to the study.

CIPD Adviser on Organisation Resourcing, Angela Baron said: “This research underlines the importance of giving FLMs respect, attention, training and policy tools to deliver better staff relations and ultimately performance.”

The research Bringing Policies to Life: The role of front line managers in people management, argues that it is the way policies are implemented that makes the critical difference.

The authors called this ‘organisation process advantage’, which involves the way FLMs carry out tasks such as appraisals, coaching and development, absence management and grievances.

Key recommendations from the report included ensuring that FLMs have training in soft skills, handling discipline and grievances, along with strong career opportunities.

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