As the backbone of organisations, first-line managers play a pivotal role in ensuring operational success and fostering a positive work culture. In the Middle East region, where diversity, cultural nuances, and dynamic business landscapes are prominent, these managers require a specific skill set to effectively lead their teams.

While there is an abundance of skills required of any front-line manager, some are more critical than others, and this blog will explore 5 essential skills for first-line managers.

What is a First-Line Manager?

A first-line manager is considered an entry-level managerial role, and as such, is a person responsible for the day-to-date supervision of non-management employees. They also act as the individual whom non-managerial individuals report to.

Among other things, first-line managers can otherwise be known as supervisors, office managers, shift managers or team leaders depending on where they work. That said, these types of managers focus on keeping their teams on task and contribute to the successful frontline running of an organisation.

1) Cultural Intelligence

Operating in a diverse and multicultural environment, first-line managers in the Middle East must have a high level of cultural intelligence. Understanding and appreciating the customs, traditions, and beliefs of employees from different backgrounds is crucial for building strong relationships and promoting inclusivity.

According to Livermore , by developing cultural intelligence, managers can build strong relationships, promote inclusivity, and bridge cultural gaps within their teams. This skill allows them to adapt their leadership styles and create a harmonious work environment where everyone feels valued and respected (Livermore, 2011).

Moreover, smart first-line managers know that to correctly leverage their teams, they must lead in a way that they would like to be led. Although this could be seen as a broad skill, it is one that needs a lot of practice and balance to ensure that employees and employers are happy.

By leading with your desired workplace in mind in conjunction with organisational goals and objectives, you will find success when it comes to effectively managing and leading employees as a first-line manager. This means:  

• Using your authority positively: creating a work environment that fosters trust and security can be done by positive authority. This in turn encourages employees to work to the best of their ability and remain motivated.
  
  
• Speaking in a way you would like to be spoken to: managers also have managers and noting the way that you like to be spoken to by your manager and repeating the same positive communication downwards will encourage healthy relationships.
  
  
• Fostering an inclusive and diverse culture: inclusive teams are said to perform at least 30% higher than non-inclusive teams.
  
  
• Having strong self-awareness: being aware of your actions, delegations and how you’re performing will encourage you to stay on track.

It is understood that all individuals work and respond to management differently, however, leading in a positive, professional, and inclusive way will always be key to company success. 

2) Clear Communication

Effective communication and language skills are crucial for first-line managers. Indeed, clear and concise communication, both verbal and written, enables managers to convey expectations, provide feedback, and successfully resolve conflicts within their teams. By fostering open and transparent communication, managers can connect with team members on a deeper level, building trust and understanding. For further insights on intercultural discourse and communication, the book "The Handbook of Intercultural Discourse and Communication"  serves as a valuable reference.

To effectively communicate and eliminate any confusion, managers should: 

• Communicate often and be specific: meeting regularly will allow for more in-depth sessions including comprehensive feedback as both manager and employee will be aware of the top-level ongoing working tasks.
  
  
• Be honest and transparent: achieve a basic level of trust between a manager and employee, honesty is fundamental. Being open and transparent encourages good working relationships
  
  
• Be approachable and personal: a good manager is easy to engage, approach and speak to as often as needed. Employees should not fear their manager or feel like they are not worthy of their personal time.
  
  
• Communicate with everyone: it is said that 74% of employees have the feeling they are missing valuable information at work. It is a manager's responsibility to ensure their employees are aware of all business-critical information that is relevant or helpful to them in any way. This also encourages inclusion, making employees feel valued and involved. 
  
  
• Encourage two-way conversation: speaking down or from the top to team members is an outdated way of communicating in the workplace. Two-way communication is proven to facilitate constant growth between managers and employees, which is crucial to both employee and managerial development.
  
  
• Decide and confirm which communication tool will be commonly used: with multiple tools available to promote effective communication in the workplace, it is crucial your team knows what tool will be used for what conversations.

In addition, measuring your communication efforts will also help define how effective they really are. This can be done by monitoring your team’s engagement and response when you are directly communicating with them.  

3) Emotional Intelligence

Understanding and managing emotions is critical to leadership as highlighted by The Harvard Business Review . Among the essential skills they need, emotional intelligence (EI) stands out as a key factor for effective leadership.

According to Goleman, emotional intelligence involves recognizing, understanding, and managing emotions in oneself and others. First-line managers with high EI handle challenges, build relationships, and create positive work environments. As stated by Mersino, emotional intelligence is also crucial in resolving conflicts and achieving outstanding results.

Here are the best emotional intelligence skills that a manager should have:

• Self-awareness: Being aware of one's own emotions, strengths, weaknesses, and triggers.
• Self-regulation: The ability to manage and control one's emotions, impulses, and reactions, particularly in stressful situations.
• Empathy: Understanding and relating to the emotions and perspectives of others, showing compassion and support.
• Active listening: Paying full attention to others, demonstrating understanding and validating their feelings and concerns.
• Motivating and inspiring others: Recognizing and appreciating the strengths and contributions of team members, inspiring them to perform at their best.
• Emotional resilience: Bouncing back from setbacks and challenges, and helping others navigate difficult emotions.

4) Adaptability

In today's fast-paced world, characterized by rapid technological advancements and development, adaptability has become an indispensable skill  for first-line managers, particularly in the Middle East region. For instance, the UAE government transitioning to a fully online environment and the country’s plans to become They need to be agile in responding to unforeseen challenges, embracing change, and adjusting their strategies accordingly.

CEO of Amazon, Jeff Bezos, once said that he requires his managers to be “stubborn on the vision and flexible on the details.” 

Adaptability as a manger, however, is not just being flexible, it is holding a certain set of adaptability skills that support you with a variety of situations as they arise. These include:   

• Cognitive adaptability: the ability to hold multiple scenarios in mind, simultaneously as well switching between variety of different tasks over a selected time period. 
• Emotional adaptability: emotional intelligence is known as the anchor of adaptability. Those who are emotionally aware are often able to manage their emotional responses well when changes or difficulties arise. An emotionally adaptable manager learns to be comfortable with transition, complaints, imposter syndrome and conflict. 
• Personality adaptability: a manager with an adaptable personality can see a situation for what it is as well as being able to see a situation for what it could become. Being able to grasp the whole picture, think and act holistically and see opportunity are all traits of someone who has an adaptable personality. This doesn’t mean changing who they are but acting according to various sets of circumstances.

Additionally, here are four ways to maximize a seamless adaptability:

• Be a reflective practitioner: Take the time to reflect on your experiences and understand your role in situations, acknowledging how your actions may have impacted outcomes.
• Avoid micromanagement: Trust and empower your employees by expressing your vision and setting clear goals, allowing them the autonomy to perform their tasks.
• Embrace accountability: Hold employees accountable for their performance and address any issues directly.
• Continuously educate yourself: Invest in training courses and educational programs that enhance your management skills. Managers should constantly strive to learn and grow alongside evolving organizations and economies.

5) Decision-making and Problem-solving

Conflict is common in workplaces. Managers with emotional intelligence defuse tension, mediate conflicts, and promote constructive dialogue. In a melting pot as important as the Middle East's diverse region, conflicts may arise due to different perspectives and values. Managers who understand and manage emotions effectively create harmonious work environments and foster collaboration.

In a rapidly evolving business landscape, first-line managers in the Middle East face complex decisions and challenges daily. Effective problem-solving skills enable managers to identify root causes, develop innovative solutions, and drive continuous improvement. In fact, strong decision-making and problem-solving skills are vital for navigating these situations successfully. Managers should be able to:

• gather relevant information,
• analyse data,
• consider different perspectives,
• and make informed decisions that align with organizational goals.

According to Dörner, in order to recognize and avoid errors in complex situations, managers are encouraged to :

• Gather relevant information and analyse data: Managers should seek out and gather all the necessary information related to the decision at hand.
• Consider different perspectives: A good manager considers multiple viewpoints and seeks input from team members or stakeholders.
• Make informed decisions: Based on the gathered information and considering different perspectives, managers can make informed decisions.
• Identify root causes and develop innovative solutions: Managers should strive to understand the underlying causes of problems or challenges.
• Drive continuous improvement: Effective managers focus on driving continuous improvement. They monitor the outcomes of their decisions and analyze their effectiveness.

While first-line managers will always have preferred managerial methods, these  5essential skills will help utilise your time, build solid relationships with your team and ensure you are thinking proactively in the workplace.  Additionally, managers can excel in their roles and lead their teams towards achieving their full potential.

Being a manager is not an easy job, however, it is an extremely rewarding one and plays a crucial role in every workplace.   

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