Share the Lead
Premise:
Do you have the will to lead? Leading in an environment of continual change
requires a broad set of skills that are essential in customer service organizations
in the 21st century. This workshop considers the roles leaders may play,
when to share and when to keep the lead, leadership style, philosophy and
behavior within complex organizations.
Purpose:
To create and foster a culture where everyone is considered a leader, everyone
believes they can lead and everyone contributes through customer service
leadership.
Outcomes:
Participants will
- Build critical leadership skills for a customer service
environment
- Understand the fundamental principles of leadership
- Learn how to develop unprecedented focus on the customer
- Learn to drive business, organizational and individual
success through understanding the key components of a highly functional
work team
- Learn to understand, respect and appreciate individual
diversity
- Learn to leverage differences to learn more and approach
things differently
- Learn to Share the Lead and develop leadership balance
Learning:
- The 3 Dimensions of Leadership (People, Projects & Future)
- Leadership: An Art of Possibilities
- Sharing the Lead
- The Leadership Balance (Empathy & Focus)
- Everyday Creativity & Perspective
- Personal Growth
Participants:
- All members of the organization or individuals that interact with
customers
Format:
- Highly interactive, facilitator-led ½ day
or 1 day workshop with multimedia presentations, playshops and
role-plays
- Individual, team and group facilitated feedback
- Participant manual includes templates for specific
personal action plans
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