| Be
the best that you can be... |
| Course aims: |
To provide organizations with the
knowledge and skills
required to implement and maintain a consistent customer service
culture. Whether you are delivering internal or external customer
service this course will provide you with tools and techniques to
make sure that you get it right, every time. This course will help
you understand the importance of customer service in creating sustainable
competitive advantage for the organization. |
| Course aimed at: |
New managers, or supervisory staff
about to move into a
managerial role. |
| Course length: |
Two days (9.30 am to 4.30 pm) |
| Prerequisites: |
Some experience of managing staff
is desirable, although
not essential. |
| Training method: |
Highly interactive and participative
format that will
give attendees plenty of opportunity to consider their roles as
managers and leaders, and to learn new tools and techniques to help
them become more effective. |
| Evaluation method: |
Variety of formal and informal
practical exercises.
Assessment will be provided in various ways including observation
of current management and leadership styles. Psychometric tests
will be used where applicable. Constructive feedback will be provided
along with an individual development plan where required. |
| Course content: |
- The difference between management and leadership
- Management and leadership – fads and fashions
- The role of a manager and leader
- Personal qualities required to be an effective leader
- Managing the task
- Managing and developing the team
- Managing yourself
- Adapting your leadership style to the situation
- Giving and receiving feedback
- Coaching skills for managers
- Managing conflict
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| Maximum delegates: |
10 |
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