Leading and Managing in the Services Sector

Leading and Managing in the Services Sector 

Accredited by The Chartered Management Institute (CMI)

The services sector plays a vital role in the social, environmental and economic well-being of any economy. This highly interactive, practical four-day programme examines the key skills and elements required to successfully lead and manage within a services-oriented firm. It provides practical frameworks and tools to help managers and leaders manage their organizations or units successfully and deliver results.


In the current complex and dynamic economic climate, pressures of everyday work life accumulate to the point where we may be tempted to look for a quick outcome and focus on client-facing work rather than on the more challenging aspects of leadership and management within our work and our teams.


Long-term, however, effective leadership will be the key to survival, thus the leaders of such firms must be able to lead and manage their firms effectively. They must acquire the skills that will enable them to set and implement their firm’s strategy, understand the importance of performance management and create a culture that will secure a dedicated, motivated workforce.


This interactive programme is based on real issues, economic realities and global shifts and trends; it will challenge the way participants view themselves and the way the organisation operates. Participants will be equipped with new skills and knowledge to adapt, thrive and succeed.


The programme is in two modules, each of two days.  The first module, Looking Inwards, equips participants with the skills needed to be an even more effective leader who can communicate and motivate to create a high performance culture.  The second module, Looking outwards, focuses on understanding, developing and refining business strategy, making both strategic and operational change work and then positioning the organisation to be at its best in a fast-changing world.

In this programme participants will

  • develop greater self-awareness and confidence in their own leadership style – how it works and why it works
  • enhance and update their knowledge of key and trending strategic, financial and leadership concepts
  • master leading-edge models and practices that they can apply immediately
  • learn techniques and identify tools that help in managing performance
  • get a good practical insight into decision making
  • learn how to prepare and lead change and improvement programmes in their organization

Practical and Hands-on Training Approach

The programme comprises four interactive and practical workshops in which the emphasis is on turning theory into practice and equipping participants with leadership and management tools they can use immediately.  Participants will have the opportunity to consider real everyday work challenges.


Prior to the start of the first module of the programme, participants will be asked to complete a leadership self-assessment to determine their own preferred style(s) of leadership and management.  Before the second module, they will be asked to complete an online questionnaire about the culture of their organizations, which will be used in a very practical activity to align strategy and culture.


The programme is spread over a two-month period, allowing time for individuals to consider what they are learning, practise some of the techniques and have the opportunity to attain specific input from the training team.


Participants will be able to prepare their own action plans for when they return to the workplace, thus transferring their newly acquired knowhow, skills and techniques to their working environments.


Participants will received a detailed workbook, which will be used during the programme and acts as a useful reference afterwards.

Who Should Attend

Participants of the Leading and Managing in the Services Sector Programme are usually aspiring managers, managers, directors, project managers, and leaders of divisions, teams or organizations.

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DATES: 8, 9 May 26, 27, June

DURATION: 28 hours

LOCATION: EIMF Premises, Nicosia

TIME: 09:00 - 17:00

FEES: HRDA eligible €424, non-HRDA eligible €900 (both + €171.00 VAT)


Participants will receive a certificate for successful participation indicating all topics covered

Course Content

Online Registration Form

If you need help completing the online registration form, please give us a call at 2227 4470 or email us at [email protected] 

Trainer: David Cotton

A training and development consultant since the 1980s, David Cotton specialises in leadership and management development, soft skills training and business strategy.  He spent over 20 years with two of the ‘Big 4’ consulting firms, first at Arthur Andersen and then at PwC, where, after working in IT systems design and development, he led a team of 100 trainers in 26 countries and then moved into a client facing role in which he specialised in managing training around major change projects for some of the firm’s top clients.


A prolific author, David has won publishers’ best-seller awards for two of his 15 books and two international awards for an e-learning package on electronic marketplaces (online B2B exchanges).  He has designed electronic performance support systems and e-learning programmes and has scripted and directed a customer service training video.


David has worked in four continents and more than 45 countries.