Instructor Lorraine Serva brings real-world experience to the classroom

The University of Delaware’s Division of Professional and Continuing Studies (UD PCS) will launch its Frontline Manager program on Sept. 16. This 10-week, in-person course is designed to equip aspiring and emerging leaders with the confidence and skills to effectively manage teams and drive meaningful results.

Led by Lorraine Serva, a seasoned human resources executive with deep expertise in employee development and corporate training, the course emphasizes practical tools grounded in research and best practices — enabling participants to apply what they learn immediately in the workplace.

“The skills people will learn in this course are ones they’ll use every day on the job,” Serva explained. “We’re not talking theory or pie-in-the-sky ideas. When we cover a topic like delegation, for example, we’ll create a practical task list focused on one question: ‘How will you start delegating when you return to work tomorrow?’”

In designing the course, Serva drew on her extensive experience training and mentoring individuals who began in entry-level roles and successfully advanced into management positions.

“I see this course as ideal for first-time managers or those trying to move into management,” she said. “During my 11 years at Iron Hill Brewery and Restaurant, I worked closely with servers and kitchen staff who climbed the ranks without necessarily having formal education in management. While at SDI, a supply chain company, I developed training programs that helped storeroom workers transition into assistant manager roles and eventually into full management positions. This course reflects that same practical, hands-on approach.”

Serva is especially excited about the diversity of participants the course will attract. “What will make this course exciting is hearing different perspectives. If everyone came from the same background, we’d miss out on the variety of examples and insights that come from managing in different contexts. If you’re supervising servers in a restaurant or leading an IT team, the challenges may differ — but there’s always something to learn from each other. Those differences spark valuable conversations about leadership styles, expectations and whether management approaches should vary — and if so, why.”

She added, “Many of the people I trained from entry-level positions are now high-level managers in fields very different from where they started.”

Managing former peers is often difficult for new managers because it requires a shift in dynamics that can be emotionally and professionally complex, and Serva has ensured this course will address effective ways to avoid common pitfalls.

“It can be incredibly challenging to lead people who were your peers just yesterday,” Serva said. “New managers often make avoidable mistakes in these situations. This course helps them understand not just what to do, but why certain approaches work — grounded in research, not just instinct or past habits.”

Effective interviewing is another area Serva identifies as difficult for new managers because they often lack experience, clear evaluation criteria and a deep understanding of role fit — leading to rushed decisions, reliance on instinct and making costly hiring mistakes.

She explained, “If no one has ever taught you how to interview effectively, you’re more likely to hire the wrong person, which leads to turnover, lost productivity and difficult conversations no one wants, like terminations. We focus on building those skills early so managers can make better hiring decisions and set their teams — and themselves — up for long-term success.”

Serva sees the course as ideal for those recently promoted, preparing for a leadership role or looking to strengthen foundational management skills.

“If you’re a brand-new manager and feeling unsure about what to do — or even if you’ve been in the role for a few months and are thinking, ‘I could really use some guidance’ — this course gives you a strong head start. It’s also great for anyone aspiring to move into management. Imagine walking into an interview and being able to say, ‘I’ve taken a course on this and here’s how I’d handle that situation.’ That kind of preparation makes you a much more attractive candidate.”

Upon completion of the UD PCS Frontline Manager course, participants receive a noncredit certificate that can enhance their professional credibility and career advancement opportunities. Discounts are available for early registration, alumni and military personnel, and payment plans may be offered. To learn more or register, visit pcs.udel.edu/frontline-manager.