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“In Pu r s u i t o f Cu s t o m e r S e r v i c e Ex c e l l e n c e ”
Leadership Certification Program
March 21-22 2013
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The manager certification program is comprised of two components which include:
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
Email Templates
Guidelines for Coaching and Mentoring Effectively
Resource Tool kit for Modelling Change
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“A fully-integrated Certificate Program built around leading people
for Supervisors and Managers”
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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.
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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.
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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
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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
People & Tools – Course Content
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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
Tips: do’s and don’ts
Directing assertively: Two techniques
Communicating in the directive style using email: guidelines for effectiveness
Leading meetings: tips and techniques for directing changes and performance
Tools: Email and meeting templates
Coaching Others
When to choose, advantages, and disadvantages
Recognizing work styles: the four styles and how to identify and adapt
Tips: do’s and don’ts
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
Tips: do’s and don’ts
Motivating and inspiring others: Two methods
Tool: Mentoring Action Plan
Entrusting Others
Distinguishing between “delegating” and “entrusting”
When to/not to entrust
Tips: do’s and don’ts
Entrusting others: two approaches
Tool: Templates for Entrusting Effectively Using Email
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 “email 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
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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) 477-5544; Email: dolly@icsa.on.ca or visit us on the web: www.icsa.on.ca.
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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.
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Dolly Konzelmann, President ICSA - Toronto Chapter 25 Royal Crest Court - Unit 5 Markham, ON L3R 9X4 905-477-5544dolly@icsa.on.ca
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THE FOLLOWING PERSON(S) WILL BE PARTICIPATING: (Please print)
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Time:
8:30 A.M. – 9:00 A.M. – Registration
9:00 A.M. – 5:00 P.M. – Workshop
Location:
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: $900 + HST
Groups of 3 or more will receive a 10% discount
Payment Option (Please check): Visa Master Card Amex
For credit card payments, please fax this page to 905-940-1278 (Markham) –
Secure Fax
Company Name
Cardholder Name
Card Number
Expiry Date
(MM/YY)
Total Amount CDN$
Signature
Email 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
!
