People Management Fundamentals (Previously known as Passport To Managing Excellence)
Managers Toolkit Practices Pet Care Centres Support Office
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People Management Fundamentals
Leadership Stage
Welcome to your Manager's Toolkit
This toolkit aims to provide you with a suite of resources that will support you to undertake your role as a manager and embed new skills, knowledge, and behaviours throughout your journey in people management. Work through this over the next 6 -12 months with your manager, understanding the key role you play in creating a great experience for your colleagues. .
You also have access to a range of leadership development workshops and resources that are accessible via the Intranet - Click Here
How to use People Management Fundamentals
This toolkit provides a host of on demand, always accessible content, and as the name suggests, provides many people management fundamentals to set you up for success as a leader. The content can be completed in any order and tailored to your needs. However, if this is the first time accessing the toolkit or if you are new to management or currently progressing through our ‘ Lead the Way Framework ,’ then we would recommend working through it in a linear way— completing part one first, followed by part two.
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Contents People Management Fundamentals
Getting Started
Introduction To People Management Fundamentals
Managers Toolkit Inducting a new line manager
Part One
Talent Acquisition Creating a Great Induction and Probationary Experience
Great Conversations
Retaining and Developing Talent
Part Two
Engagement through Reward and Recognition Performance Improvement Managing Attendance Investigations, Disciplinaries, Grievances and Appeals Creating a Great Goodbye
Additional Resources
Useful Contacts Competencies Testimonials On the job activities Policy Signposting
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Introduction People Management Fundamentals
Your first action is to complete the 5 minute Micromodule - Introduction To People Management Fundamentals first to to learn more!
Introduction To People Management Fundamentals Digital Modules
Once you have completed the module, then continue to look through the Toolkit. You will find various resources either embedded directly into the document or they will link you to where they are stored. It's designed to be your one-stop-shop to access what you need and not have to search for different systems or locations.
Average Duration - 5 mins Below is a summary of the different resources available and how to use them. Please note that some content is only intended for particular business areas, (i.e. practices / pcc / support office etc) and in these instances, this will be signposted.
Competencies
These outline what great looks like and what it doesn't look like and provide a useful framework to help you to understand what you are working towards and help set you up for success. Use them as a point for self-reflection and discuss with your line manager to understand where your strengths are and any areas for development.
On - Demand Learning
Links to associated content in My Learning and have been curated to give you just-in-time, targeted learning which you can access on-demand, with ease, without searching, and can revisit and refresh at any point. Modules range from 1-2 minutes (highly micro and practical) up to 20 minutes (more breadth and depth ) and are interactive as well as video based.
Practical Tools
We have created highly practical forms, checklists, and templates ready for you to download and use straight away - saving you time and supporting many of the critical elements of people management.
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Introduction (Continued) People Management Fundamentals
Guides and Infographics
Designed to give you more breadth and depth where applicable, or help to visualise handy information, these can be easily downloaded for you to reference as and when needed.
Policies and Processes
These link to what can be found on your local communication's platform. Ensure you are familiar with the relevant policies and processes in place for the specified areas and that you are managing within them.
On-the-Job application
Learning happens at the point of application and so whilst your first step is to gain awareness and understanding, these activities will help you to embed the learning and build your competencies across select areas.
Meet the Experts
Coming Soon - there will be virtual sessions available to attend each quarter. These will be facilitated by an expert in that particular field. This will further build on your foundational knowledge and support your people management capabilities.
How to Videos
Inducting a new manager using People Management Fundamentals
Assign People Management Fundamentals to a New Manager
Access People Management Fundamentals via My Learning
Please be aware that these videos are currently being updated, and therefore, may still reference ‘Passport’ as opposed to ‘ People Management Fundementals ’ or include differences in branding of the toolkit or Success Factors. The principles however are the same, and these will be updated in due course.
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Managers Toolkit
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Managers Toolkit People Management Fundamentals
A simple and easy-to-use tool for you to progress through to develop your essential people management skills. How To Use The Toolkit
1. 2. 3. 4.
Conduct an initial competency assessment in each area outlined, discussing with your manager (prioritise topics and order as needed).
Identify and agree areas of strength where you already exhibit competence and skills and check-off as needed.
Simultaneously, pinpoint knowledge gaps or areas where further training and understanding are needed.
Develop a personalised and flexible learning plan which you will then work through and discuss in your regular catch-ups with your manager and check-off and update your training and competency as needed.
Once you've completed it all - remember to check back in as and when needed to refresh your knowledge and skills.
Looking to Induct a New Manager?
Visit the next page for further details on how you can support, guide and develop a new to role manager
Download or Print Your Sign off Record
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Inducting a new Line Manager
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Inducting a New Line Manager People Management Fundamentals
Are you inducting a new line manager, and want to understand your role in supporting and guiding them using People Management Fundamentals? If so, you're in the right place! To support, we've created a quick and easy 2-page reference guide which can be accessed on the adjacent page, along with some other resources and relevant how to videos. The guide is there for your reference and provides further details of the competencies, learning and training, accountability in terms of your role with People Management Fundamentals, as well as recommendations around regular check-ins and continuous learning. In addition, there's also a general support page in the guide which can be used for signposting on the last page of the document. It's worth highlighting that you are crucial in ensuring your new manager has a fantastic induction, and is provided with all the knowledge and skills needed to be successful. Congratulations on recruiting your new manager, and remember to use the guide, and familiarise yourself with People Management Fundamentals.
Click to download your 'Inducting a New Manager' guide
Click to watch 'Assigning People Management Fundamentals to a New Manager'
Click to watch 'Inducting a New Manager using People Management Fundamentals '
Click to download the 'Your Sign Off Record'
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Part 1
People Management Fundamentals
People Management Fundamentals - Part 1
Creating a Great Induction and Probationary Experience Talent Acquisition
Great Conversations Retaining and Developing Talent
People Management Fundamentals
Talent Acquisition
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Talent Acquisition People Management Fundamentals
Talent acquisition is the first step in securing a competent and diverse workforce with the right skills and qualifications to drive innovation, productivity and long-term success. You play a crucial role in this and are supported along the way by your local Talent Acquisition team. Whether you are involved in the process from end-to-end or only carry out certain elements, it's important that you have a clear understanding of all 6 stages of talent acquisition, from attraction right through to onboarding, and know how to do it inclusively, avoiding potential discrimination and finding the right person for your role.
Talent Acquisition Competencies
On the Job Activities Talent Acquisition
Talent Acquisition Best Practice Digital Modules
Average Duration - 60 mins
Additional Resources r
Please select your business area to access the most relevant and up to date resources to support you and your team.
Recruitment Intranet Folder - PET CARE CENTRE
Recruitment Intranet Folder - PRACTICES
Recruitment Intranet Folder - SUPPORT OFFICE
For further guidance and support on this topic, please reach out to your Talent Acquisition Team or ED&I Lead.
Key Contacts PCC - Talent Acquisition Practices - Talent Acquisition
Access The Policy Portal Here Policy
SO - Talent Acquisition
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Creating a Great Induction and Probationary Experience
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Creating a Great Induction and Probationary Experience People Management Fundamentals
As a manager, you play a vital role in both induction and probation for new colleagues. A welcoming and informative induction fosters belonging, introduces culture and values, and equips new hires with essential tools, laying the groundwork for long-term commitment and productivity. Effective management of the probationary period allows you to assess performance, identify strengths, and provide support for development. This ensures informed decisions about their suitability, leading to better talent retention and a stronger, more cohesive team.
Competencies
Additional Resources r
Induction Experience Probationary Period
Induction Checklist
Great Day 1 Checklist Induction Plan Template
Digital Modules
Creating a Great Induction Experience
New Colleague Checklist - PET CARE CENTRE
Probationary weekly 1-2-1 - SUPPORT OFFICE
4 / 8 / 1 2 Week Review - PET CARE CENTRE 4 / 8 / 1 2 Week Review - PRACTICES Probationary weekly 1-2-1 - PET CARE CENTRE Probationary weekly 1-2-1 - PRACTICES
Average Duration - 20 mins
Probationary Period Best Practice
Average Duration - 20 mins
4 / 8 / 1 2 Week Review - SUPPORT OFFICE
90 Day Induction Plan - SUPPORT OFFICE Process Map - Heat Requests
On the Job Activities Induction Experience Probationary Period
Useful Contacts for a New Starter
Key Contacts
Policy
Colleague Relations
Access The Policy Portal Here
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Great Conversations
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Great Conversations People Management Fundamentals
A vital element of being a manager is driving growth and performance by having regular and great conversations with each colleague. It enables open and effective communication between yourself and your colleagues, fostering a collaborative and empowering environment where feedback, coaching, and goal-setting occur regularly, leading to increased colleague engagement, skill development, and ultimately driving growth and success.
Great Conversations Competencies
On the Job Activities Great Conversations
Digital Modules
Additional Resources r
Objectives that Drive Performance
Having Great Conversations at Pets
GC Intranet Page
GC Form- SUPPORT OFFICE
Average Duration - 30 mins PET CARE CENTRES
Average Duration - 10 mins
GC Guide - SUPPORT OFFICE GC Form - PET CARE CENTRE GC Guide - PRACTICES GC Form - PRACTICES GC Guide - PET CARE CENTRE
SUPPORT OFFICE
SMART Objectives - Micromodule
Having Great Conversations
Average Duration - 30 mins SUPPORT OFFICE
Average Duration - 5 mins
GC Webinar - PET CARE CENTRE
AID Template and examples
Key Contacts
Access The Policy Portal Here Policy
L&D - Practices L&D - SO
GC Mailbox L&D - PCC
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Retaining and Developing Talent
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Retaining and Developing Talent People Management Fundamentals
Retaining and developing talent is crucial in your role as a people manager. It involves various key elements, including identifying and assessing talent to recognise potential, providing coaching and development opportunities to nurture skills and abilities, implementing effective recognition and rewards programs to motivate and retain high-performing colleagues, and devising comprehensive retention strategies that prioritise colleague well-being, growth, and job satisfaction.
Retaining and Developing Talent Competencies
On the Job Activities
Retaining and Developing Talent
Digital Modules
Additional Resources r
Retaining & Developing Talent
Stay Questions
GROW Template
GROW Coaching Model Questions Personal SWOT Analysis
Average Duration - 60 mins
Measuring Psychological Safety - Pulse Survey
Risk Triggers - Infographic Exit Warning Signs - Infographic Infographics
Colleague Action Plan
Performance vs Potential Managers Pack Personal Development Plan (PDP) Personal Development Plan (PDP) - PRACTICES Resilience Workbook Stay Conversations Confidence Self Review
Access The Policy Portal Here Policy
Management & Leadership Key Contacts
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Part 2
People Management Fundamentals
People Management Fundamentals - Part 2
Engagement through Reward and Recognition Performance Improvement Managing Attendance Investigations, Disciplinaries, Grievances and Appeals Creating a Great Goodbye
People Management Fundamentals
Performance Improvement
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Performance Improvement People Management Fundamentals
Effective performance management is essential to ensuring that colleagues meet the expectations of their roles and achieve their goals. By agreeing clear performance standards, providing regular feedback, and offering the necessary support and resources, you help colleagues identify their strengths and areas for development. Formal performance improvement plans demonstrate a commitment to their growth, encourage accountability, and contribute to the success of both the individual and the team. To support this process, ensure you are familiar with the relevant competencies, policies, procedures, and any introductory materials. For further guidance, reach out to your local People team for information on upcoming workshops or advice on best practice.
Performance Improvement Competencies
On the Job Activities
Performance Improvement
Additional Resources r
Digital Modules
Introduction to Performance at Pets
SMART Objectives - Micromodule
Performance vs Potential: 9 Box Grid
Skill vs Will: Guide & Webinar
A managers guide to being the best - Performance Cycle - PRACTICES Team Performance - Infographic 6 Conditions of High Performance - Infographic
Average Duration - 5 mins
Average Duration - 15 mins
Formal Documents Performance Improvement Resources - PRACTICES Performance Improvement & IDGA Resources - PET CARE CENTRES
Click Here to visit the dedicated ‘Great Conversation’ section. This forms part of the continuous performance cycle, and links to performance improvement plans.
Access The Policy Portal Here Policy
Key Contacts
Colleague Relations
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Engagement through Reward and Recognition
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Engagement Through Reward and Recognition People Management Fundamentals
Colleague engagement involves both organisational and local efforts, with your role being crucial. Encourage participation in surveys and events to gain insights and foster connection. At the team level, create an environment where colleagues thrive, boosting motivation, satisfaction, and retention. Recognising achievements enhances morale and performance. Tailor rewards and recognition to individual preferences, which can be simple and cost-effective. Explore available options to keep your team engaged and satisfied!
Competencies
On the Job Activities
Colleague Engagement Reward & Recognition
Colleague Engagement Reward & Recognition
Additional Resources r
Digital Modules
Your Reward Hub
Driving Engagement through Reward & Recognition
Enabling Colleagues to Have a Voice
Colleague Recognition Ideas
Average Duration - 10 mins
Colleague Recognition Scheme - PRACTICES
Colleague Recognition Scheme - PET CARE CENTRE ONLY Colleague Recognition Scheme - SUPPORT OFFICE
Access The Policy Portal Here Policy
Key Contacts
Reward Team
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Managing Attendance
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Managing Attendance People Management Fundamentals
Managing attendance is vital for a manager as it directly impacts team productivity, morale, and overall work culture. By monitoring and addressing attendance issues proactively, a manager ensures a reliable and efficient workforce, fosters a sense of accountability among team members, and maintains a positive work environment that enhances overall team performance.
Managing Attendance Competencies
On the Job Activities Managing Attendance
Digital Modules
Attendance Policy for Managers
Attendance Policy for Managers
For further guidance and support on this topic, please reach out to the People Team.
Average Duration - 30 mins PCC & SO ONLY
Average Duration - 30 mins PRACTICE ONLY
Additional Resources r
Managing Attendance - PET CARE CENTRE
Managing Attendance - PRACTICES
Managing Attendance - SUPPORT OFFICE
Access The Policy Portal Here Policy
Key Contacts
Colleague Relations
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IDGA
Investigations Disciplinaries Grievances Appeals
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Managing Attendance People Management Fundamentals IDGA
As a manager you may have the responsibility to carry out Investigations, Disciplinaries, Grievances, and Appeals, this is known at Pets as IDGA. Investigations: Conduct investigations to gather facts, uphold fairness, protect rights, and make informed decisions. Addressing issues promptly through investigations prevents legal risks and fosters trust and transparency. Disciplinaries: Address performance or misconduct issues effectively, maintaining order and protecting workforce well-being. Grievances: Managing grievances shows commitment to colleague well-being, fosters open communication, and creates a supportive work environment, leading to improved morale and engagement. Appeals: Participating in the appeals process ensures fair and impartial reviews, reinforcing procedural integrity, transparency, and trust. There are two types of appeal - disciplinary or grievance.
Investigations Competencies
On the Job Activities
IDGA
Disciplinaries Appeals
Grievances
Digital Modules
Introduction to Notetaking - Micromodule
Introduction to Disciplinaries - Micromodule
Introduction to Appeals - Micromodule
Introduction to Investigations - Micromodule
Introduction to Grievances - Micromodule
Practices
Average Duration - 10 mins
Average Duration - 10 mins
Average Duration - 10 mins
Average Duration - 10 mins Introduction to Disciplinaries
Average Duration - 10 mins Introduction to Disciplinary Appeals
Introduction to Notetaking - Micromodule
Introduction to Investigations
Introduction to Grievances
PCC, SO & SFC
Average Duration - 10 mins
Average Duration - 15 mins
Average Duration - 15 mins
Average Duration - 15 mins
Average Duration - 15 mins
Additional Resources r
As part of the ‘managers resources’ you’ll also find the managers guides on topics related to Invesgitations, Disciplinaries, Grievances and Appeals. These are to be used alongside the official policies located on the Policy Portal.
IDGA - Managers Resources - PCC
IDGA - Managers Resources - SO
IDGA - Managers Resources - PRACTICES
Access The Policy Portal Here Policy
Key Contacts
Colleague Relations
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Creating a Great Goodbye
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Creating a Great Goodbye People Management Fundamentals
The importance of your role in creating a great goodbye and parting as friends lies in fostering a positive and respectful organisational culture, boosting colleague morale, and promoting goodwill even after a colleague leaves. By handling departures with empathy and professionalism, you contribute to a supportive work environment, encourage positive word-of-mouth, and maintain valuable connections, ultimately benefiting reputation, team morale, and potential for future collaborations. Take a look at how you can do this successfully!
Creating a Great Goodbye Competencies
On the Job Activities
Creating a Great Goodbye
Digital Modules
Infographics
Creating a Great Goodbye
Departure Stage - Infographic Questions Type - Infographic
Average Duration - 25 mins
Additional Resources r
Support Guide - Creating a Great Goodbye
Success Factors Practice Owner Guide - PRACTICES Success Factors Line Manager Guide - SUPPORT OFFICE Success Factors Line Manager Guide - PET CARE CENTRE coming soon! Leavers Process - Information & Signposting - PRACTICES
Access The Policy Portal Here Policy
Colleague Relations Key Contacts
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Useful Contacts
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Useful Contacts People Management Fundamentals
SO People Services Contract Changes or Queries,
People Team
Org chart changes, New position requests, Success Factors Time Off and SO Leavers
Equate plus / Shares Change of info
Shares
Payroll Pay Queries
Payroll
References For all Reference Queries
References
Onboarding Discount Cards and New Starters
Onboarding Team: SO/Retail
Onboarding Team: Practices
Reward Team Your Reward Hub
Reward Team
Management Leadership Development Team General Leadership and Development related enquiries
Management Leadership Team
Colleague Relations General Colleague related enquiries
Colleague Relations
Learning and Development - Support Office General Support Office Training enquiries Learning and Development - Pet Care Centres General PCC Training enquiries
SO L&D
PCC L&D
Learning and Development - Practices General Practices Training enquiries
Practices L&D
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Testimonials
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Testimonials People Management Fundamentals
‘‘ This is fantastic! Exactly what I need to ensure I am on the right track and making work as enjoyable and consistent as I can for me and my team ’’
‘‘ This is a great tool, having everything in one guide with correct links to where I need when I need them is a real time saver! ’’ Store Manager
Practice Manager Practice Manager
Practice Manager ‘‘ Just some feedback to say we're enjoying using People Manage. The area we're finding helpful in particular is the modular aspect of the training, so we can just seek support for the area where there's an immediate management need. It also allows flexibility for colleagues who are less (or more) experienced, so is helpful for that. For example, our new Ops Manager has been familiarising herself with our V4P processes, but our Head Receptionist is able to use it in a different way for her own self development. I can use it to brush up on specific situations where I'm a bit rusty’’ Practice Owner
‘‘ This has been long over due, a one destination approach to all things to support and develop ourselves and the underline key message of a consistent approach to creating a great experience for us and our colleagues - Thankyou! ’’ Store Manager ‘‘ The Toolkit is easy and in the order needed to be to do what you needed. Clicked a topic, went through and all there, like your own little dictionary’’ SO Line Manager
‘‘ I found it very useful and interesting, and I feel that I have taken away a lot of information from participating in this. It feels good to have achieved something! Thank you for suggesting it to me’’ Practice Manager
‘‘ The has been a long time coming and is a massive step forward. It's up to date and sets a step by step framework ’’
Senior Store Manager
‘‘ Really liked the competencies…what does great look like… helps to drive expectations as a framework’’
SO Line Manager
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Competencies
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Competencies People Management Fundamentals
The People Management Fundamentals competencies outline what great looks like, and what it doesn’t look like, and provides a useful framework to help you understand what you are working towards. Use them as a point of self-review and reflection and discuss with your line manager to help understand where your strengths and development areas are.
Talent Acquisition
Creating a Great Induction Experience
Creating a Great Probation Experience
Great Conversations
Retaining & Developing Talent
Performance Improvement
Colleague Engagement
Reward & Recognition
Managing Attendance
Investigations
Disciplinaries
Grievances
Appeals
Creating a Great Goodbye
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On the job Activities
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On The Job Activities People Management Fundamentals
On the job activities offer valuable opportunities to gain practical experience and apply the knowledge acquired from People Management Fundamentals. These activities can also be accessed on each relevant page for your convenience.
All the On the Job Activities
Talent Acquisition
Creating a Great Induction Experience
Creating a Great Probation Experience
Great Conversations
Retaining & Developing Talent
Performance Improvement
Colleague Engagement
Reward & Recognition
Maintaining Attendance
Investigations, Disciplnaries, Grievances & Appeals
Creating a Great Goodbye
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Policy Signposting
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Policy Signposting People Management Fundamentals
Many elements of people management can be supported or aligned with a formal policy. Below, we have provided a list of policies that link to these areas or to the colleague handbook.
Click Here To Access the Policy Portal
GISE101 GISE102 GISE103 GISE104 GISE105 GISE106 GISE108 GPEO102 GPEO103 GPEO106 GPEO104 GPE0107 GISE109 GPE01011 GLEG101 GLEG102 GLEG103 GLEG104 GLEG201 GLEG202 GLEG301 GSUS100 GSUS101 GSUS102 GSUS103 GSUS105 GSUS107 GSUS108 GSUS201
GFIN101 GFIN102 GFIN103 GFIN301 GFIN302 DPEO101 DPEO102 DPEO103 VPEO101 VPEO102 VPEO106 VPEO1012 VPEO1013 VPEO1014 RPEO101 RFIN501 GITD101 GITD102 GITD103 PVRISK02 SPEO101
Information Security
Treasury
Acceptable Use
Travel & Expenses Internal Controls
IT Security Operations Incident Response
Group Risk Management
Information Security Exceptions
Anti-Fraud
Information Security Risk Management Information Security Remote Working
Mobile Device
SFC SFC SFC
Substance Misuse
IDGA
Performance Management
Flexible Working
Attendance
Practices Practices Practices Practices Practices Practices
Flexible Working
Bullying & Harassment
Family Leave
Bullying & Harassment
Transitioning at Work
Disciplinary Grievance
Right to Work Redundancy
Annual & Other Leave
Anti Bribery & Corruption Inside Information Disclosure
Attendance
PCC PCC
Payment Card
Whistleblowing Share Dealing Data Protection Colleague Privacy Health & Safety Diversity & Inclusion
Artificial Intelligence (AI) Responsible AI Principles
IT Service Change Management Risk Management Framework
Attendance Policy
SO
Environmental Human Rights
Packaging
Supplier Code of Conduct Supply Chain Animal Welfare
Responsible Sourcing
Social Responsibility in Gambling
Please be aware that some policies listed below will only be accessible depending on role or business area to ensure they are applicable. The most relevant and up to date versions of policies should be accessed on the Poiicy Portal
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Version 5 - April 2025 AB - SFH
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