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Frontline Management


Most training conducted either in-house or by consultants on behalf of an organization has no formal recognition as a qualification.  In most cases this is justified because the requirements for the training are “Attend Only” with no real check as to whether the participants have learned new skills or knowledge.  A participant returns to the workplace with no requirement to implement what they have learned – and so they don’t!

A competency-based approach to training calls for the objectives being taught to be tested not only on the training programme, but also back on the job.  Kirkpatrick’s 3 level of Evaluation requires that a person must demonstrate changed behaviour back on the job and for that change to be assessed by an appropriate means.  ‘Appropriate’ usually means that the participant’s manager is required to certify that the person has used the new skill or knowledge in a work setting and has met whatever criteria are specified.

BH has partnered with Auckland University of Technology (AUT), a first-tier New Zealand university, to have its Frontline Management series of programmes recognized by the university as eligible for the award of a Certificate of Business and Diploma of Business and for the papers to be counted towards the gaining of a Bachelors Degree in Business. 

BH uses Competency-Based training for its Frontline Management series of 26 programmes.  For organizations that wish to use the programmes we can work with them to identify the needs of their people by conducting a competency assessment and then set an Individual Development Plan (IDP) to meet those needs.  We enter into a Training Contract with the Organization and the individual to develop the participant in a specific area or areas.  Part of the contract is that the organizations’ managers are required to be part of the training process.  They agree to give the training participant the opportunity to demonstrate the new skills and knowledge and then they assess the participant’s performance after they return to the workplace.  The programmes are delivered and then an agreed on-the-job assignment is given to the participant and they are required to satisfy its requirements in order to be certified competent.

The training is more demanding than the usual “Attend” programme, but organizations and participants will be assured that they have the competencies that are being trained and that those competencies will be recognized in whatever organization they go to because they take with them a university qualification.

For more details of the BH Frontline management series of training programmes and their recognition for the AUT Certificate of Business, please contact Alan Barker at This e-mail address is being protected from spambots. You need JavaScript enabled to view it


 Until recently, management development programmes had relied on research conducted within the US in order to identify the competencies required by successful frontline managers. Although that research was sound, it did not deal with the issues faced by managers in Asia and Australasia. In 1995, the Australian Government released the report of the Industry Task Force on Leadership and Management Skills: Enterprising Nation - Renewing Australia's Managers to Meet the Challenge of the Asia-Pacific Century. The 3 volume report identified that Australia's managers, and therefore all other Asia Pacific nations' managers needed to significantly improve their leadership and management skills to cope with the changes foreseen in the new millennium. A member of the BH Advisory Group was a part of the Australian Task Force that undertook the research. Because of that, BH has been able to produce a frontline managers development programme that meets the requirements of the Australian National Training Authority and is being submitted to the New Zealand Qualifications Authority for approval against their national standards. Although the programme can be run for participants from numerous organizations, the aim is to use it within one organization and to customize the exercises, role plays and case studies to the industry and organizational culture in which the participants operate. An organization would be able to use the programme as part of a formal assessment center process by assessing individual performance in relation to accepted international and national standards.


All managers in the organization.


This programme is designed to enable participants to:

  • Assess their competencies
  • Improve their existing competencies
  • Improve their personal levels of satisfaction
  • Have their competencies recognized against nationally recognized standards (Where a country has such standards in place)


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