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According to Dr. Davidson, that Sustainable leadership should behave in a responsible way to lead, we should start thinking that our individual actions and behaviors may have a high value by facing the global challenges such as inequality between genders, that will make us even think it is not only valuable in our country it may be a global value and that what drives the real leaders and managers because they look beyond their job roles and they sector of they organisation. (QS International, 2022)

We can consider the PESTLE analysis framework to determine the external factors that would drive the leadership needs:

Technological factor: 35% of kids between 13 and 16 need glasses due to their long time on their electronic devices (Hicks, 2019). the strength point for Highgate Opticals in this factor is the high demand that will come for the kids glasses, which was not that much in the past due to the faster changes of technology in the last 20 years, In the past, who needed glasses was old women’s and man’s, and now everyone may have need because of the technology, The weakness of this factor for Highgate Opticals is a lot adult people will prefer to do the Laser and Lasik Surgery, there are more than 120,000 patients per year in the UK who prefer to do the surgery rather than wearing glasses. (Best of Health, 2023), that will make Highgate Opticals need the leadership and management to start planning a long-term plan that can facings the circumstances that happened in the same industry and see if they can bring new initiatives and innovations in the optical industry.

Economic factor: £1,500 to £3,000 per eye in Lasik surgery (Anderson, 2023) this high cost is a strength for Highgate Opticals; the managers and leaders can use this advantage to work on an effective marketing plan for  Highgate Opticals among different advertising tools and offer great prices for the glasses to attract the costumers, weakness point that may challenge the management and leadership that a lot of customers they will use glasses as a temporary solution until they collect the surgery cost.

Social: In the 21st century, glasses became a fashion accessory to bold the personal style (Riches, 2023), which will make Highgate Opticals need to have the leadership and management to start building a branding with the assistance the fashion models to make the Highgate Opticals popular among the world not only in the UK, the weakness point of this factor is the high cost that Highgate Opticals will invest on building their brand.

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The leadership role takes into consideration the vision and influence that will be implemented in the organisation, the leaders will have followers and the followers will maintain their leaders goals and values, and beliefs (Zia, 2020). the leaders will not take control over their followers, instead of that the leaders will empower their followers by hearing their feedback and suggestions to reach creativity and productivity in the process to achieve the organisational effectiveness (Amar, 2014). great leaders will give their followers a clear vision so they can make strategic consistent decisions to achieve the effectiveness of the organisation.

Management role is different from the leadership role, they are entities and groups aiming to take control over the organisational process and procedure (Irena, 2016). in the management role they will give the employees instructions and they will update the policies to make sure they have the updated practices in the work such as the new practices in recruitment & selection, learning & development and they will explain their expectations for each work role, this will guide them to achieve the Organizational Effectiveness (Van Vulpen, 2023).

Leadership and management style

According to the trait theory, Brian J. Hoffman and his colleagues to study the impact of dispositional personality traits such as ( integrity, motivation, and creativity ) in addition to studying the malleable traits such as ( interpersonal and communication skills and decision-making) they conclude that dispositional traits are challenging to change because they ingrained with them, the opposite of malleable traits that we can change it easily by set a training plan and practices (Shonk, 2023).

That will make us understand that in the managers style they will achieve the goal by coordinating the activities and resources to reach the organisational effectiveness without challenging the organisational authority to reconsider the decisions that might not be appropriate for their employees, whereas the leaders style will may challenge the authority to achieve their employees interests, and they will take into consideration how to influence their employees and align them with delegating the work to them and that will affect directly to achieve the organisational effectiveness (Duggal, 2023).

Also, we can mention the McGregor’s theory X and Y, this theory are focused on the management style, since X theory refers to forcing managers their employees to do the tasks on the team without giving them the space to join in the decision-making, and the Y theory refers to the managers believe that the teamwork will encourage and enhance the employee in sharing their opinions and suggestions they will be considered for the decision-making (Madero-Gómez and Rodríguez-Delgado, 2018).

Leadership and Management Roles

Leadership as vision and influence–  To demonstrate the roles of leaders as vision and influence, behavioural theory can be used. According to the assumption made in this theory (Benmira & Agboola, 2021), it identify leadership as prioritising on vision and influence that will be implemented in the organisation. By leaders pursuing specific roles, their followers are able to imitate and follow them hence achieving set goals, values and beliefs (Zia, 2020). By being pacesetters, their behaviours include empowerment of the followers by hearing their feedback and suggestions to reach creativity and productivity (Amar, 2014). Also, the behavioural theory prioritise on behaviours as opposed to traits.

Impact– Leadership as vision and influence enhance creativity. Considering Highgate Optical’s case, CEO is interested in dominating the optical innovativeness globally. The leadership would guide this vision by ensuring other departments work towards achieving it

Management as authority and control–  According to Fosteret al. (2018), behavioural management theory represent a concept evidencing how an organisation performance can be managed through concentration on the things motivating employees. Hence, management takes control of organisation process and procedure (Irena, 2016). Hence, the management ensure they offer employees instructions and they will update the policies. This is to ensure they have the updated practices in the work such as the new practices in recruitment & selection, learning & development and they will explain their expectations for each work role, this will guide them to achieve the Organizational Effectiveness (Van Vulpen, 2023).

Impact-Managers in an organisation ensure standardisation in performance and enhancing quality offering immense influence (Fosteret al., 2018). For Highgate Optical management, they would set appropriate production targets, allocating resources appropriately, monitoring their manufacturing teams for delivering all orders in a timely basis.

Key Differences– Leaders are involved in envisioning, influencing, and directing a strategy with managers controlling, managing and optimising their practice. Further, with leaders motivating employees towards their vision and goals, management guide the methods. This is by managers overseeing employees, analysis of progress and handling any encountered challenge.

Leadership and Management Styles

Considering McGregor Theory X and Y of Motivation (Shonk, 2023), Theory X focus on motivation of a person with Theory Y having an emphasis on rewards and recognition. The approaches adopted in both strategies for ensuring staff motivation is distinct. For theory X, the management is implemented authoritatively with theory Y being implemented in decentralised way. Hence, in line with the scientific management theory, analysis of work strategy could harness staff performance/productivity (Duggal, 2023).

Considering servant leadership, this require leadership concept and way where an individual is engaging others for developing authority as opposed to power. This is by representing decentralised organisation system.

Transformational leadership style entail creating a need for change process with the leaders collaborating with different teams and their followers beyond their self-interest (Madero-Gómez and Rodríguez-Delgado, 2018). By inspiring others, actions and influence, vision for Highgate Optical would be successfully established.

Theory X and Y anchor staff motivation for nurturing staff engagement, contented, and motivated hence success of the organisation. Improvement of work strategy efficiency is essential in scientific management linked with efficacy and performance of Highgate Optical. For advancing goals and objectives of an entity, servant and transformational leadership styles lead to fostering an organisation culture based on trust and high-performance (Amar, 2014).

Short references should be added into your narrative below. Please remember to only list your long references in the reference box provided at the end of this section. Word count: Approximately 400 words

Leaders and managers should have the knowledge of the best way to delegate the tasks in the best way of the strategic thinking and how they will build the a great relationships between the followers, which will help them maintain transparency and equity and integrity, in the other hand the managers should be aware and knowledgeable of the organisational policies in order to set the right guidelines that the employee should work on, that will help the manager also the maintain the transparency and integrity in their role  (Foster et al. 2018).

Skills:

Leader should know how to use emotional intelligence skills. leaders will be more focused on considering emotional intelligence while they motivate their employees by saying positive words for the good parts of the work they did, in accordance with Goleman’s emotional intelligence theory that the self and social awareness and communication management skills are essential for leaders (Livesey, 2017).  and the managers the is essential to have reliable skills to control their employees and force employees to complete the tasks on the requested time. (Zia, 2020)

Behaviors:

Leaders should be motivators and inspirational, by providing their employees the mentoring to do the job as well it be, on the other hand managers should be know how they make their team stable (Kotter ,2008). these behaviors between managers and leaders are different in how they will solve the problems, the leaders will hear the employees opinions on the problem and they will agree on one solution, on the other hand the managers will prefer to depending on their personal decisions and do not include employees in these discussions so that they can focus on carrying out the tasks required of them only Fosteret al. 2018).

Once the leaders and managers have all these knowledge and skills and behaviors, will be easier for them to achieve organisational success by transferring their knowledge and inspiration skills & behaviors to the employees.

Short references should be added into your narrative below. Please remember to only list your long references in the reference box provided at the end of this section. Word count: Approximately 450 words

Coaching and mentoring:

Coaching and mentoring are some of the most popular and effective approaches to the Leadership development programs, the learner will have a coach but there a difference between them

According to CIPD (2023), Coaching will aim to produce outstanding performance and improve the work, the coach will focus on specific objectives and certain personal trait points such as confidence and social interaction, and the process will continue for a determined while to develop the leadership skills for the employees (Cherry, 2022).

On the other hand we have the mentoring, and it will describe the relationship when a senior co-worker shares his knowledge to support the development of the someone who a less experienced and knowledgeable by using certain skills such as listening, questioning and clarification this will support the seniors to pass their leadership skills & behaviors traits to the juniors employee in the organisation, some people don’t like this approach because dependency issues. (CIPD, 2023). The pros of this include improving workplace relations with personal growth improved. For cons, they takes a lot of time to be implemented. Also, to align all stakeholders interests owing to their varying nature.

For mentorship, according to CIPD (2023), it involves a relationship of highly experienced staff sharing knowledge for supporting the inexperienced employee to grow/develop. The strengths of mentoring is that it harness joint sharing and learning. This means that while senior and experienced employees pass their knowledge to junior colleagues, they on the other hand impart positive progress to the mentor. Also, it improve overall workplace relationships. For drawbacks, mentoring is highly dependent on the mentor-mentee relationships. Also, it is time intensive and challenging to align all stakeholders interests due to their diversity.

Digital, cloud-based and e-learning:

It refers to a learning experience that will be done virtually by using the internet to have easy access to the learning content. The approach has a lot of benefits, including access to the platform from different devices and time and location (Hemmer, 2021), but this approach is mostly applicable with the technology companies because many of their employees spend a long time on their electronic devices and may need to learn programming languages.

In a workplace set-up, the digital, cloud-based and e-learning strategies offer appropriate/convenient and highly accessible approaches for learning in their own pace and own schedule. Also, according to CIPD (2023), digital learning assists employees in developing fresh skills and competencies which are important in the current digital age. For the pros, this approach can be best used to bring employees together through video conferencing, enable learners and educators to apply shared documentation or assisting individuals in preparing learners in venturing to the world of work. Also, lacking physical interaction means issues with communication.

On and off-job learning:

As their names suggest, on the job learning refers to the training that has been delivered to the learners in the workplace, usually, it will be practical training and it’s not Inexpensive for the company, whereas the other way refers to providing the training in another place such as hotels, institutes, or collages, usually, it will be theoretical training and it’s expensive compared with the on job learning (Surbhi S, 2015). But this approach is good for the technical training.

the most appropriate approach for Highgate Opticals to achieve effective leadership and management development is Coaching and Mentoring because it will focus on a certain point that Highgate Opticals needs in the leaders and managers and how they will transfer their knowledge and experience to the next generation of leaders and managers in the organisation.

From a basic point of view, on-the-job training provides hands-on experience in a workplace offering prompt use of skills and integrating them in organisation culture. For Highgate Opticals, this is inexpensive and practical. Off-the job training offers well structured programs and theoretical knowledge appropriate for broadening skills development (Surbhi, 2015). In Highgate Opticals, this is essential for improving leadership and development for knowledge transfer and experiences. The on-the-job learning entail learning while at the same time being involved in job roles (Hemmer, 2023). The obtained hands-on experiences has a positive implication on improving their capacity and assisting them in its application. The participants could be required to assist balancing of learning activities with their assigned work roles which is often a challenge (CIPD, 2023).

Conversely, the off-the-job learning entail participating in conference, workshops and external-based capacity development.  For the Pros, the outcome of this is promoting diversification of learning by acquiring new ideas and professional networks. Considering the cons, the external programs are costly in terms of resources used and demand for time spent from work which is a limitation (Cherry, 2022).

Short references should be added into your narrative below. Please remember to only list your long references in the reference box provided at the end of this section. Word count: Approximately 360 words

Inclusion refers to employees who have different cultures and identities feel respectful valued and welcomed, and they have the opportunity to have a voice and impact in organization community (National University, 2022).

This concept should be considered by the top management in the Highgate Opticals before developing any leadership and management initiatives in order to:

Attract talented people:

the leaders and managers should understand that diversity is an advantage for the work culture and their teams and it gives an excellent reputation for the company that will lead easily attract talented people around the world that will affect positively also on business performance, in addition enhancing loyalty and sense of belonging for the employees.

Retention:

The diversity in the workplace can increase the retention of employees and satisfy the stakeholders because it requires companies to prove their ESG credentials if they won’t go obtain the partnership and investments (Steve , 2022), also, once the employees see that there is respect and equity in the workplace and everyone is welcome, they will prefer to spend more time in the organization rather than starting to find a job in another organization.

Corporate Reputation:

When the company has a high rate of diversity and Inclusion among employees this will positively result within the organization in accepting the difference in educational background, language, and way of thinking., According to Kresic (2020) that 79% of Diversity and Inclusion executives agrees that diversity and Inclusion are essential and important driver for the organization’s reputation.

The conclusion, before we start developing any leadership and management initiatives we need to believe that diversity and Inclusion are the future of organizations around the world, we can’t be global if we don’t have it in our culture, the employees are the main driver for any organization, if we want to attract and retain them and build a great reputation we need to accept and welcome the diversity and Inclusion in our organization.

2.     Benmira, S. and Agboola, M., 2021. Evolution of leadership theory. BMJ Leader, pp.leader-2020.

3.     QS International (2022) ‘What is sustainable leadership?,’ Top Universities [online] Available at: <https://www.topuniversities.com/courses/business-management/what-sustainable-leadership> [Accessed 22 Oct 2023].

4.     Hicks, T. (2019) ‘More teens need prescription glasses. Is excessive screen time to blame?,’ Healthline, 19 August. Universities [online] Available at: <https://www.healthline.com/health-news/is-screen-time-to-blame-for-the-rise-in-teens-who-need-prescription-glasses> [Accessed 22 Oct 2023].

5.     Best of Health (2023) ‘What is the Cost of Laser Eye Surgery in the UK and What does it Involve? – The Best Of Health,’ The Best Of Health, 14 July. [online] Available at: <https://www.thebestofhealth.co.uk/health-conditions/consultants-specialists/cost-of-laser-eye-surgery-in-the-uk-what-does-it-involve/> [Accessed 22 Oct 2023].

6.     Anderson, D. (2023) ‘How much does laser eye surgery cost in 2023?,’ Anderson Eye Care, 3 January. [online] Available at: <https://www.andersoneyecare.co.uk/how-much-does-laser-eye-surgery-cost-in-2023/> [Accessed 22 Oct 2023].

7.     Riches, A. (2023) ‘Glasses as a fashion statement: a modern trend in British style,’ HN Magazine [online] Available at: <https://hnmagazine.co.uk/fashion/glasses-as-a-fashion-statement-a-modern-trend-in-british-style/> [Accessed 22 Oct 2023].

8.     Zia, N.U., 2020. Knowledge-oriented leadership, knowledge management behaviour and innovation performance in project-based SMEs. The moderating role of goal orientations. Journal of Knowledge Management.

9.     Amar, A.D. (2014) To Be a Better Leader, Give Up Authority. [online] Available at: <https://hbr.org/2009/12/to-be-a-better-leader-give-up-authority> [Accessed 22 Oct 2023].

10.  Irena, P., 2016. Leadership & management development: role, úlohy a kompetence managerů a lídrů. Grada Publishing as.

11.  Van Vulpen, E. (2023) ‘A Practitioner’s Guide to Organizational Effectiveness,’ AIHR [online] Available at: <https://www.aihr.com/blog/organizational-effectiveness/> [Accessed 22 Oct 2023].

12.  Shonk, K. (2023) ‘The trait theory of leadership,’ PON – Program on Negotiation at Harvard Law School [online] Available at: <https://www.pon.harvard.edu/daily/leadership-skills-daily/the-trait-theory-of-leadership/> [Accessed 22 Oct 2023].

13.  Duggal, N. (2023) ‘Leadership vs Management: Understanding The Key Difference,’ Simplilearn.com [online] Available at: <https://www.simplilearn.com/leadership-vs-management-difference-article> [Accessed 22 Oct 2023].

14.  Madero-Gómez, S.M. and Rodríguez-Delgado, D.R., 2018. Relationships between McGregor’s X and Y theory, compensation form, and job satisfaction. CienciaUAT, 13(1), pp.95-107.

15.  Kotter, John. P. (2008). Force for change: How leadership differs from management. New Yory, America: Simon and Schuster

16.  Livesey, P.V., 2017. Goleman-Boyatzis model of emotional intelligence for dealing with problems in project management. Construction Economics and Building, 17(1), pp.20-45.

17.  Zia, N.U., 2020. Knowledge-oriented leadership, knowledge management behaviour and innovation performance in project-based SMEs. The moderating role of goal orientations. Journal of Knowledge Management.

18.  Foster, A.A., Makukula, M.K., Moore, C., Chizuni, N.L., Goma, F., Myles, A. and Nelson, D., 2018. Strengthening and institutionalizing the leadership and management role of frontline nurses to advance universal health coverage in Zambia. Global Health: Science and Practice, 6(4), pp.736-746.

19.  Cherry, K. (2022). The Psychology of How People Learn. [online] Verywell Mind. Available at: <https://www.verywellmind.com/what-is-learning-2795332> [Accessed 22 Oct 2023].

20.  CIPD. (2023). CIPD | Coaching and mentoring. [online] Available at: <https://www.cipd.org/en/knowledge/factsheets/coaching-mentoring-factsheet/#what-are-coaching-and-mentoring> [Accessed 22 Oct. 2023].

21.  Hemmer, A. (2021). What is cloud-based learning: Benefits and how to get started. [online] Create an online course easily | Easygenerator. Available at: <https://www.easygenerator.com/en/blog/e-learning/what-is-cloud-based-learning/> [Accessed 22 Oct. 2023].

22.  Surbhi S (2015). Difference Between On-the-job and Off-the-job training (with Comparison Chart) – Key Differences. [online] Key Differences. Available at: <https://keydifferences.com/difference-between-on-the-job-and-off-the-job-training.html< [Accessed 22 Oct. 2023].

23.  Campbell, A.C. (2023). What diversity really means, and why it’s crucial in the workplace. [online] www.betterup.com. Available at: <https://www.betterup.com/blog/what-diversity-really-means-and-why-its-crucial-in-the-workplace< [Accessed 22 Oct. 2023].

24.  National University. (2022). Inclusion In The Workplace: What It Means And Its Strength | NU. [online] Available at: <https://www.nu.edu/blog/inclusion-in-the-workplace/< [Accessed 22 Oct. 2023].

25.  Steve , L. (2022). Why diverse work environments are vital for staff retention. [online] www.peoplemanagement.co.uk. Available at: <https://www.peoplemanagement.co.uk/article/1797243/why-diverse-work-environments-vital-staff-retention< [Accessed 22 Oct. 2023].

26.  Kresic, O. (2020). New Study Finds Diversity and Inclusion Initiatives Improve the Reputation and Revenue of a Company. [online] Institute for Public Relations. Available at: <https://instituteforpr.org/new-study-finds-diversity-and-inclusion-initiatives-improve-the-reputation-and-revenue-of-a-company/<  [Accessed 22 Oct. 2023].

Your evidence must consist of:

§  Written responses to each of the 4 instructions above.

§  Approximately 1150 words in total, refer to CIPD word count policy.

§  IMPORTANT NOTE: At Associate Level Referencing is mandatory – you must provide a reference where you have drawn from a secondary source; Harvard referencing is preferable. Please use the Reference box provided to record all your long references. Short references should be included within the narrative. We advise you read the guidance on how to set out your references on the Learner Hub.

§  Upload the completed Learner Assessment brief, with both tasks completed, through the Assignments option in the Oakwood Learner Hub.

Short references should be added into your narrative below. Please remember to only list your long references in the reference box provided at the end of this section. Word count: Approximately 300 words

In the following 3 ways that people professionals can develop the leadership and management initiatives for Highgate Opticals:

Conducting a learning needs analysis – diagnosis of need:

When the performance declines most managers will decide to implement the courses hastily, but they should consider, whether is this training necessary for the employee and customized for his needs. (Carlisle et al., 2011 cited in Holloway et al. 2018).

To Know where the predicament of business, the leaders and managers conduct a learning needs analysis, this will identify gaps whether it is a lack of knowledge or weaknesses in the skills (Bouchrika, 2021). it’s the first step to successfully create an effective development program (Bleich, 2018)

According to Legault (2018), There are steps to create a practical needs analysis:

Determine the Desired work Outcome: by identifying the best approach that employees can do their core competencies optimally.

Assess the Employee Performance: by observing the individual learner in the work, interview the line manager, and review the performance appraisal analysis.

Evaluating the programme:

Evaluate the leadership programs is a framework for gathering information and feedback to support the organization in assessing the leadership competencies after the program and making the right decisions about the future investment in the development initiatives, every organization will have a different focus regarding the main reason for evaluating the program, part of them will focus on the future improving and the other part to make sure that the leadership programs are suitable for the organization culture (Leading Effectively Staff, 2017).

Manage and coordinate the programme:

First, we need to write a development plan for the leaders and managers, to assist us in identifying the goals for our program to create an effective leadership learning experience by determining the best tool to deliver the program, such as (Coaching, Mentoring, and training), we need to understand also that one of the key success measures for the program, is interactive the leaders and managers with the content that we should write based on our organization needs and goals (Greany, 2019).

Short references should be added into your narrative below. Please remember to only list your long references in the reference box provided at the end of this section. Word count: Approximately 275 words

Performance goals: it’s the organization’s expectation for the employee to meet the short-term targets, the feedback on the performance goals may provide an opportunity for learning, once the managers and leaders reflect on their performance they will have the self-awareness to identify the strengths, and area of improvement, that may help them to start thinking to develop new skills and ask the Learning and Development team to design an in-house training to fill the gap in others skills and knowledge (Duggal, 2022). on the other hand, the Learning and Development team should follow the performance evaluation between time to time to identify the gaps in the juniors employees to the leaders and managers because they can’t rely on the employees feedback only.

Employee engagement: it focuses on improving the feeling of belonging and loyalty and increasing productivity, the role of leaders and managers is to build a healthy culture that supports the diversity and inclusivity that will lead to recognition of the value of employees, the leaders and managers are responsible also for empowering their employees to engage within an organization, by the fairly treat and give recognition for the efforts and provide the support for they need in learning and development (Sonnenberg, 2023). On the other hand, poor employee engagement will cause poor leadership and management and a lack of opportunities for growth and development.

We can use Kirkpatrick’s model that considers four levels, learning and reaction, behavior, and results to evaluate the effectiveness and involvement of the leadership and management program (Buller, 2018).

Impact

Impact as an indicator of leadership and management development initiatives is applied in assessing and understanding if the initiative has been transferred to on-the-job behaviour (Jupudi, 2022). The impact is identified as a long-term change in an individual. The strengths of using this indicator is evidencing the extent in which the leaders and managers impact on others regularly. This is in areas of their capacity development, to inspire them and propel towards a fresh approach of thinking and living. For drawbacks, it can be deceiving indicator when not appropriately evaluated. This is since some leaders and managers would be having other motives in enhancing impact to their employees.

An example of this indicator is employees retention. According to CIPD. (2023a), a successful leadership and management development lead to an increase in retention with approximately 60%. To evaluate this, CRO Methodology is applicable for evaluation. Highgate Optical leadership and management development success can be evident from how they facilitate customised business practice. The disadvantage of this method include Highgate Optical facing challenges to measure success of the program owing to employees diversity.

Transfer

Leadership and management development success is informed by transfer (Duggal, 2022). The transfer can include creation of a culture of collaboration and innovativeness in the organisation. For HighGate Optical, this would lead to increasing appropriateness of making decisions, improving customer services and profitability increase. In an event knowledge has been successfully transferred to active workplace operations, the learning needs are noted to have been achieved. For limitations, there could be resistance in knowledge sharing, fears of diminished value in organisation or surpassing skills and expertise.

An example of this indicator is performance goals. For example, Highgate Opticals performance goals are achieved successfully. This from the skills possessed by the leadership and management in executing their functions successfully. It is easier to measure this by using the Return on Investments (ROI) where HighGate Opticals assess successful management and leadership development strategies.

Engagement

This indicator is evidenced by the view that improving engagement is initiated at the top level. Through leadership and management development successfully, experiences are improved leading to transformation of entity culture, increased satisfaction, retention and organisation development (Jupudi, 2022). The limitation of this include potential of poor leadership and management performance having poor leadership and increased negativity of workplace attitudes.

An example of this indicator is Key Performance Indicators (KPIs). The appropriate KPIs which can be used include customers satisfaction, performance and earnings for assessing top leadership and management development. For HighGate Opticals, their leadership and management development can be evaluated through the use of Kirkpatrick Model. These are psychology, intellectually and behaviours and finances.