Understanding the Leadership Role

Course title

Understanding the Leadership Role

Overview

An introduction to leadership for customer service and contact centre team leaders and supervisors.

Objectives

Understand the behaviours of a good leader

Develop a balanced leadership style

Effectively motivate team members

Use a variety of leadership styles to address performance shortfalls in others

Understand group dynamics and build a high-performance team

Content

Understanding the leader’s role

Leadership theories and models

Action-centred leadership

Situational leadership

Leadership style analysis

Developing a balanced leadership style

The art of delegation

Setting effective objectives

Understanding motivation

Motivators and de-motivators

The dimensions of job quality

Motivating service personnel

Performance appraisal skills

Giving feedback

Responding to poor performance

Team roles and team dynamics

Building high performance teams

Delivery

In-company programme (typical group size: 6-8 attendees)

Duration

2 days

Fees

Subject to quotation

Course description

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