Team Leaders Essential Skills
Synopsis
A two day workshop designed to provide existing team leaders and senior consultants (aspiring team leaders) with the essential skills necessary for the effective leadership and performance management of their team.
Key modules:
- Identifying your own leadership style
- Essential team leadership skills including motivation, effective communication, giving feedback, coaching, assertion skills and counselling
- Reviewing your teams performance and development
- Action planning for improved team results
Course Objectives
As a result of attending this program, participants will be able to:
- Explain the role of a productive team leader within a Call Centre environment
- Identify the importance of effective leadership and identify your own leadership style
- Understand that different personality types exist within teams
- Recognise the importance of working together as a team and the characteristics of effective teams
- Competently coach team members on-the-job
- Recognise the special needs of individuals and give appropriate feedback
- Motivate and manage staff for better performance
- Counsel staff to resolve problems quickly and effectively
Course Outcomes
At the end of this workshop, participants will be able to:
- Effectively lead, coach, counsel, give feedback and motivate current team members.
- Review their current team’s performance and identify areas for improvement.
- Develop both personal and team action plans for increased team results.
Course Format
This course is highly interactive in nature. It will involve group discussions, activities, role-plays, case studies, video analysis, individual reflection and action planning for on-the-job transfer of learning.
Workshop dates
Schedule for: 2012 | 2013
There is no schedule for this course for the selected year. Contact us for availability or try a different year.