Leadership and Coaching

1439<h3>Leadership and Coaching Overview</h3>The importance of leadership in a contact center cannot be overemphasized. Effective leadership and strong teams are key to successful contact centers. This module introduces you to leadership styles, effective leadership, team building, and leadership strategies. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module, you will be able to:</b> <ol> <li>Demonstrate effective leadership skills <li>Demonstrate effective team building skills <li>Provide practical coaching to supervisors <li>Describe the four stages of leadership development <li>Use the inborn thought process to: <ul> <li>build quality business relationships with internal and external customers <li>build efficient, productive teams </ul> </ol> <h3>Course Outline</h3> <ol> <li><b>Role of the Leader </b> <ul> <li>Impact of Technology <li>Need for Leadership (Coaching) <li>Activity <li>Ineffective Leadership </ul> <li><b>Leadership and Team Building</b> <ul> <li>Defining Leadership Styles <li>Autocratic Leadership <li>Resourceful Leadership <li>Delegating Leadership <li>General Leadership Strategy <li>Effective Team Building <li>How To Build A Team <li>The Ten Commandments of Team Work </ul> <li><b>Business Relationship and Team Building </b> <ul> <li>Categories of Inborn Traits <li>Team Building <li>Inborn Traits <li>Activity </ul> <li><b>Test</b> </ol>