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Call Centre Team Manager Development Programme

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					         Team Manager Development Programme


                   Module1 Leadership and Teamwork

                   Module2 Motivation and Coaching

              Module 3 Managing Operational Performance



Programme Objectives:

To increase business performance by

      Building the leadership capabilities of the Management Team

      Building effective teams and maximising performance

      Introducing key tools and processes to use back in the office


Programme Outputs

As a result of attending this programme Team Leaders will:

      Be able to recognise the key characteristics of a Team Leader

      Explain the difference between Management and Leadership

      Be aware of our own and others leadership styles

      Recognise personal team preference

      Have the tolls to develop your own team to maximum
       effectiveness

      Have the tools to effectively motivate and performance manage
       our teams

      Be able to effectively coach and mentor using tools and
       techniques
              Module 1 Overview and Taster Session-3 hours


Programme Outputs

As a result of attending this programme Team Leaders will:

      Be able to recognise the key characteristics of a Team Leader

      Explain the difference between Management and Leadership

      Be aware of our own and others leadership styles

      Recognise personal team preference


Content

Profile of a Team Leader

Styles Of Management-4 Generations Of Management

Management v Leadership-5th Generation Environment

Effective Teams-Task v People

Team Effectiveness


Delivery Style

Facilitation and very different to traditional training

High energy

Strong practical content

				
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Description: Call Centre Team Manager Development Programme