Leadership Certification Program March

Transcription

1 Th ee IIn tt ee rrn aa tt i oo n aa l Cu ss tt oom ee rr S ee rrvv i cc ee Ass ss oo cc i aa tt i oon T oo rr oon t oo Ch aa pp t ee rr In Purs uit of Cus t om er S ervice Excellence Leadership Certification Program March A fully-integrated Certificate Program built around leading people for Supervisors and Managers Program Overview The manager certification program is comprised of two components which include: Peoplle Toolls People Communications with Diverse Styles Delivering News Diplomatically Directing Team Performance Influencing and Persuading Building Productive Teams Resolving Conflicts Efficiently Providing Constructive Feedback Coaching and Mentoring with Empathy Leading Change Proactively Tools Management Communications Profile Team Development Tips and Action Plan Guidelines for Giving and Receiving Feedback Techniques for Communicating Assertively and Diplomatically Questionnaire for Stress Management Templates Guidelines for Coaching and Mentoring Effectively Resource Tool kit for Modelling Change WHO SHOULD ATTEND This program is designed for Directors, Managers, Supervisors, and Team Leaders who will gain the tools and knowledge to improve their people management and operational skills.

2 BENEFIITS Learn and practice new concepts and techniques for handling people, more effectively in a management and leadership capacity. Broaden your understanding of the unique challenges of managing a contact centre most effectively in a customer service environment and learn new ways to bring about change despite resistance. Acquire access to unique tools and techniques to use for giving feedback, conducting performance appraisals, coaching, mentoring, and disciplining staff in a contact centre environment. Handle difficult and challenging people and situations with reduced stress by using a variety of proven assertiveness and conflict management techniques. Enhance one s effectiveness in leading and facilitating meetings for purposes of information exchange, decision-making, brainstorming, team-building, and customer-related topics, policies, and issues. Delegate with more focus and confidence to achieve buy-in and commitment from others and achieve quality results that meet customer service standards. Influence others with and without authority by appealing to mutual interests to attain win-win results emphasizing customer satisfaction.

3 Peoplle This session will focus on highly effective and innovative concepts, tools, techniques and how to utilize them to lead a world class service department. Highlights: Communicate with more focus and flexibility Enhance team productivity to achieve performance goals Provide necessary feedback constructively with diplomacy and tact Reduce time required for conflict resolution Coach and mentor others with empathy Model change proactively as a transformational leader Toolls This segment will provide you with a breadth of tools and frameworks to apply to your business needs. Highlights: Complete a management communications profile to identify your strengths and areas for development Receive tips, guidelines, summaries, templates, and checklists for directing team performance, influencing others, managing stress, and leading change

4 People & Tools Course Content Understanding Your Role Leading others in customer service management: Allocating time for task and relationship activities Unique challenges and rewards of customer service supervision and management Directing others to follow guidelines, policies, and complete requirements correctly and on schedule Coaching others to enhance work performance, productivity, and customer satisfaction Mentoring others with high competency and commitment through brainstorming, collaboration, and advice Entrusting others who are self-directed Tool: Evaluating your management/supervisory activities Directing Others When to choose, advantages, and disadvantages Directing assertively: Two techniques Communicating in the directive style using guidelines for effectiveness Leading meetings: tips and techniques for directing changes and performance Tools: and meeting templates Coaching Others When to choose, advantages, and disadvantages Recognizing work styles: the four styles and how to identify and adapt Coaching others diplomatically: guidelines for giving and receiving feedback Communicating influentially as a coach: two techniques Tool: Work style self-assessment Mentoring Others Understanding the difference between coaching and mentoring When to/not to mentor others Motivating and inspiring others: Two methods Tool: Mentoring Action Plan Entrusting Others Distinguishing between delegating and entrusting When to/not to entrust Entrusting others: two approaches Tool: Templates for Entrusting Effectively Using Leading Change Developing your team: the five team development stages and relative productivity levels to expect The importance of balancing task with relationship activities to enhance team performance Guidelines for leading teams through each stage using directing, coaching, mentoring, and entrusting Building team synergy, developing teamwork, and getting buy-in and commitment with diverse generations Tools: Guidelines and Templates for leading different generations Handling Resistance to Change The four causes and types of resistance and how to identify each one Managing resistance: two techniques Addressing and resolving conflicts efficiently: do s and don ts Dealing with resistance and conflicts at meetings: checklist Minimizing wars : guidelines Managing conflicts most effectively: two techniques Tools: Guidelines and Templates for Conflict Management Taking Care of Yourself Avoiding burn-out : causes and symptoms Keeping your work style in check: tips Using all sides of your brain: productivity management techniques The importance of having a mentor Stress management techniques that work Tools: Brain Styles Self-assessment and Stress Management Action Planning Template

5 About the International Customer Service Associaton Toronto Chapter The International Customer Service Association (ICSA) Toronto Chapter is a non-profit association led by customer service professionals and dedicated to promoting the development and awareness of the customer service profession through networking, education, career development, certification programs, and research. Organized in 1981 by a group of 59 customer service management professionals, today's ICSA has come a long way! We offer a full range of programs that provide members with a forum for sharing knowledge and experience, searching for solutions and networking with other customer service management professionals. ICSA members are managers, directors, vice-presidents, owners and CEOs of companies of all types and sizes in virtually every industry -- manufacturing and non-manufacturing -- from the Fortune 500 to the entrepreneur. By joining the Toronto Chapter, you will have the opportunity to meet other customer service professionals from a wide variety of service-oriented organizations. Our monthly meetings, conferences and special events provide a forum to develop professional relationships with some of the top people in your field. Joining this dynamic and progressive organization is your key to customer service excellence. For more information regarding membership, training, consulting, careers or our certification programs, please contact us Telephone: (905) ; dolly@icsa.on.ca or visit us on the web: Dolly Konzelmann Dolly Konzelmann is the president of the ICSA Toronto Chapter and President of Cutting Edjj Consulting, a firm specializing in the training, consulting and recruitment for the contact centre industry. She chairs the ICSA executive and advisory councils. Both prestigious councils are composed of industry experts who are the key contributors of this program. In addition to being a well known speaker, author and entrepreneur, Dolly also participated on the boards of several advisory councils providing strategic direction and advice for the advancement of the customer service profession. Dolly has been leading the ICSA Toronto Chapter for 16 years and has helped increase the awareness of this prestigious organization throughout North America. She was recently selected to be a judge in an international contact centre awards ceremony, interviewed by business magazines and is working with educational institutions in finalizing other certification programs for contact centre managers. Contact Information Dolly Konzelmann, President ICSA - Toronto Chapter 25 Royal Crest Court - Unit 5 Markham, ON L3R 9X dolly@icsa.on.ca

6 March 21-22, 2013 REGISTRATION FORM THE FOLLOWING PERSON(S) WILL BE PARTICIPATING: (Please print) Time: Location: 8:30 A.M. 9:00 A.M. Registration 9:00 A.M. 5:00 P.M. Workshop Lumen Dynamics 2260 Argentina Road Mississauga, ON L5N 6H7 Reply By: Thursday, March 14, 2013 I am a Toronto Chapter ICSA MEMBER: Yes No ICSA Member: $850 + HST Non-member: $900 + HST Groups of 3 or more will receive a 10% discount Payment Option (Please check): Visa Master Card Amex For credit card payments, please fax this page to (Markham) Secure Fax Company Name Cardholder Name Card Number Expiry Date (MM/YY) Total Amount CDN$ Signature Address Phone # Cellular # Once reservations are confirmed, any cancellations not received will be charged accordingly. To keep our prices affordable, we will invoice all no-shows. Replacements are welcome. ICSA Toronto Chapter has the right to cancel or reschedule its venues due to unforeseen circumstances. If a cancellation occurs, ICSA Toronto Chapter will refund any payments that have been made for that venue. If there are others in your organization that could benefit from this information, please forward this to them. Thank You!