Course Details
Team Leader - ADVANCED
Run as a public workshop or as customised in-house programme
Professional Development
Leadership
Rapid Results
To Be Confirmed.
Less Than 1 Week
2 Days. 8.30am – 5.00pm
2 Days. 8.30am – 5.00pm
$1,495.00
Excl. GST. Includes all meals, certificate and workbook and one individual coaching session
Excl. GST. Includes all meals, certificate and workbook and one individual coaching session
The course consists of an interactive 2 day classroom session with practcal components followed by a 1 hour individual coaching session on site (in Auckland or by phone outside of Auckland) within 3 weeks. This workshop also includes an interactive experiential session for 2 1/2 hours to apply the skills.
Business Planning
•What is a strategy
•How are objectives defined
•Linking my team and the contact centre into the overall business strategy
•How to communicate with the team and the business
•Work together as a management team
Business Cases & ROI
•Business case preparation
•What’s important to include
•How to get sign off
•Measuring a return on investment for business cases
Project Management
•Developing a plan of action
•Analyse finances and risks
•Document goals and achievements
•Managing communication channels
•Building and maintaining key stakeholder relationships
Networking (In & Out of the business)
•Who to network with
•Why is it important
•Networking techniques
•How to sell the your department to the rest of the business
Making Presentations
•Understanding the who, what, why & how areas of presentations
•Linking outcomes desired to the presentation
•Understanding your audience
•Tips on successful presentations
Maximising your Team’s Potential
•Understanding KPIs
•Implementing and dealing with change
•Creating value and mission statements that matter
•The importance of recognition
•Effective decision making
Business Planning
•What is a strategy
•How are objectives defined
•Linking my team and the contact centre into the overall business strategy
•How to communicate with the team and the business
•Work together as a management team
Business Cases & ROI
•Business case preparation
•What’s important to include
•How to get sign off
•Measuring a return on investment for business cases
Project Management
•Developing a plan of action
•Analyse finances and risks
•Document goals and achievements
•Managing communication channels
•Building and maintaining key stakeholder relationships
Networking (In & Out of the business)
•Who to network with
•Why is it important
•Networking techniques
•How to sell the your department to the rest of the business
Making Presentations
•Understanding the who, what, why & how areas of presentations
•Linking outcomes desired to the presentation
•Understanding your audience
•Tips on successful presentations
Maximising your Team’s Potential
•Understanding KPIs
•Implementing and dealing with change
•Creating value and mission statements that matter
•The importance of recognition
•Effective decision making
Facilitator’s Profile - Derek Good
•International experience in GM and senior management roles
•Winner of 2005 TUANZ innovation award for education - icontact
•Winner of Business Award – “Excellence in Service Delivery”
•Designed training for and delivered training for many of NZ’s top 200 companies
•Co-author of “Return on Training Investment Made Easy”
•International experience in GM and senior management roles
•Winner of 2005 TUANZ innovation award for education - icontact
•Winner of Business Award – “Excellence in Service Delivery”
•Designed training for and delivered training for many of NZ’s top 200 companies
•Co-author of “Return on Training Investment Made Easy”