Leadership management training
from dancing lion training & consultancy
An introduction to leadership management training
We work with you to identify what will make the most difference and show how an investment in management development will bring direct economic benefits to your organisation.
- Good managers are made not born! The best teachers are those who have been there. Dancing lion trainers have worked as managers and know what it takes to get results.
- It is one thing to set quality standards and another to maintain them. Coaching can play an important role in encouraging and reinforcing productive behaviour. Find out the practical steps here.
- Call sampling and coaching is integral to meeting service agreements (SLAs) and achieving key performance indicators (KPIs) in targeted environments, such as contact centres.
- In this programme, you will be guided to select the appropriate data and information to interpret key performance indicators and to focus on the areas that will produce the biggest return.
- Total Quality Management has long been established as a leadership practice and management philosophy that has a positive impact upon the entire work environment.
- In today’s highly competitive business environment change is a constant. Learn how to face the change challenge.
- The ability to manage time affects both the individual and those working around them. People who can do it well get more done and are less stressed.
- For many organisations, especially contact centres, high staff absenteeism and turnover are the day-to-day working reality. Learn new ideas to help foster employee engagement.
Change is a constant in organisational life. Increased demands from the marketplace, competitors, stakeholders and regulators, all demand responsive attitudes and behaviour.
Yet, to the individual, change may be perceived as threatening and forced upon them. A sense of powerlessness and inertia can quickly develop, overcoming the very people needed to implement the changes.
This course will give delegates:
❖ an understanding of the change process and how it relates to their own environment
❖ the tools needed to manage change at an individual and group level.
It utilises numerous practical exercises, case studies and group work.
Who should attend
❖ managers and staff seeking a greater understanding of the change process and
behavioural issues arising from it.
Programme objectives
❖ understand the need for change from an organisational perspective
❖ recognise different levels of change and their practical implications
❖ understand how emotional reactions to change occur
❖ apply coping strategies to managing change
❖ create positive feelings and outcomes
❖ broaden perceptual positions to defuse potential conflict.
Effective call sampling and coaching training is key to meeting quality goals, satisfying customers and ensuring staff development. Having a system set up that staff understand and agree upon pays dividends. This coaching skills training course provides participants with clear guidelines and working methods.
Who should attend
Team leaders, coaches, quality specialists.
Programme objectives
To increase understanding, skill and effectiveness in call sampling and coaching so that the organisation achieves its objectives and customers receive a superior service.
By the end of this seminar, delegates will be able to:
❖ define the purpose of call sampling so everyone is listening to calls in the same way
❖ structure the call sampling session to track measurable progress
❖ agree the ground rules for call sampling – so that everyone is working in the same way
❖ set out who should listen to the call samples – frequency, process and purpose
❖ set up a structure for reviewing the process of call sampling so it is continuously improving
❖ time for call sampling
❖ avoid mistakes and demoralisation
❖ give meaningful feedback to staff members
❖ understand how quality management methods and call coaching techniques fit together
❖ utilise key documentation for quality management and call coaching
❖ carry out call sampling and staff coaching to fit with individual professional development
❖ apply staff coaching reinforcement methods
❖ maintain coaching so that new behaviours become habitual
Outcomes
❖ a shared organisational vision for promoting TQM
❖ a positive, customer-oriented culture
❖ increased employee morale and retention
❖ improved managerial performance
❖ enhanced professionalism and public image
❖ improved intra/interdepartmental communication
❖ enhanced leadership skills required to excel in their career
❖ a new appreciation for their role in helping the organisation achieve excellent results
Managers have always had to lead by example.
To be an effective manager means working with people, processes and handling a wide range of situations.
If you have had basic management training and are now searching for input that will develop you professionally to your next level – this programme will:
❖ give you a comprehensive and practical range of management competencies,
❖ tools and working methods you can implement immediately,
❖ confidence to return to work able to handle leadership and management challenges,
❖ increase your ability to manage the performance of your people, and
❖ apply new skills to facilitate creativity in the workplace.
Who should attend
❖ individuals in business, government and education
❖ those responsible for managing an organisation, division, department or team
❖ individuals in charge with devising and implementing strategy, managing change, improving organisational performance, and leading high performance teams.
Programme objectives
❖ develop management competencies
❖ utilise emotional intelligence to develop your people and organisation
❖ increase the quality of interpersonal relationships
❖ release creativity and intentionality
❖ raise morale, confidence and performance
Research studies have shown a clear correlation between employee engagement and performance. If you improve employee engagement, defined as how people feel and think about their jobs, you improve performance.
Of course, whilst there is no substitute for a sustainable business strategy, or good policy and planning in the public sector, ultimately it is the people doing the work that make the difference. In the private sector, where goods and services are increasingly standardised, it may be the quality of service that differentiates one company from another, and is a genuine competitive advantage.
In this thought provoking and practical programme, participants will learn how motivation is linked to employee engagement. Motivation is defined here as having the drive to accomplish your objectives. It is strongly linked to personal intention and is central to our achievement and success. We all can sense a ‘buzz’ in the atmosphere, synonymous with people getting things done. This event will help show how to foster the attitudes and behaviors that are integral to creating that environment.
Who should attend
Managers, team leaders, supervisors, specialists responsible for increasing positive behaviors and performance.
Programme objectivesTo provide participants with the skills and techniques to motivate themselves and their colleagues at work, increasing engagement, productivity and results.
To show the enablers that create employee engagement and motivation so they can be developed and supported by the organisation.
By the end of the course participants will be able to:
❖ understand the importance of employee engagement
❖ recognise why job satisfaction is key to job involvement
❖ identify the value of the psychological contract
❖ assess your organization or department for cultural suitability
❖ demonstrate leadership in their role
❖ release creativity, talent and innovation in work colleagues
❖ understand the links between stress, motivation and engagement
❖ practise core behavioural skills to foster engagement and motivation
Outcomes
Participants who can increase engagement and motivation of self and colleagues.
Who should attend
❖ managers,
❖ quality managers,
❖ performance specialists, and
❖ team leaders.
Programme objectives
❖ understanding how the process of management should work
❖ defining and using a performance management system
❖ the importance of key performance indicators
❖ reviewing current KPIs, SLAs measures and systems
❖ reviewing and improving current management information systems (MIS)
❖ identifying performance gaps
❖ levering performance – exploring ‘what if…’ scenarios
❖ levering performance – validating gaps
❖ levering performance – making it happen
❖ reviewing and setting targets
❖ using the performance management cycle
As market conditions change and employees expectations increase, managers and team leaders are now asked to become more skilled to achieve higher organisational performance.
Balancing the needs of the people and organisation requires a mature outlook and comprehensive toolkit. In this stimulating and highly participative programme delegates will be assisted to develop both.
This course will:
❖ help you to meet productivity and performance targets through your team,
❖ maintain a positive working atmosphere,
❖ delegate work with confidence,
❖ help staff come up with solutions to problems by themselves,
❖ encourage professional development and higher individual/group performance, and
❖ resolve conflicts and difficult situations effectively.
Who should attend
❖ existing managers, team leaders and supervisors who wish to improve performance and develop staff, and
❖ managers new to the role.
Programme objectives
❖ understand and utilise briefing skills,
❖ develop interpersonal and communication ability – including addressing non-verbal communication issues,
❖ learn and refine effective delegation skills,
❖ troubleshooting performance problems – understanding the links between behaviour and results,
❖ increase feedback skills – giving praise and reprimand that’s heard to be constructive,
❖ understanding leadership roles and your preferred method,
❖ manage the boundaries between social and business relationships,
❖ deal with difficult staff situations,
❖ time management,
❖ dealing with emotional barriers to success at work,
❖ work proactively in managing people issues,
❖ deal with conflict well,
❖ know how to build rapport with team members
❖ recognise and work with your strengths
This programme aims to create an environment where quality standards are understood, monitored and managed in conjunction with the growth and development of the individual to meet professional standards.
This course will help you to align individuals to a quality framework and understand the role coaching plays in optimising performance.
Who should attend
❖ coaches,
❖ quality managers,
❖ performance specialists, and
❖ team leaders with a coaching remit.
Programme objectives
❖ why quality is paramount in today’s competitive business environment,
❖ the role of quality management,
❖ defining coaching and its importance to the quality process,
❖ understanding the coaching process and utilising key documentation,
❖ applying the coaching cycle,
❖ building a coaching toolkit and techniques,
❖ preparation for carrying out a formal coaching session,
❖ core steps in staff assessment,
❖ setting the scene for success,
❖ giving initial feedback,
❖ tried and tested coaching methods,
❖ consolidation and reinforcement,
❖ summarising key learnings,
❖ reviewing side-by-side coaching in a telephone environment
❖ maintaining coaching so that new behaviours become habitual.
This course is designed to help individuals prioritise and achieve their most important goals in the time they have available. It provides a valuable opportunity to review current working practices, learn new skills and set new goals.
Who should attend
As a self-management tool all staff will benefit from attending. Managers and specialist staff with additional discretion as to how they allocate their time will find this particularly valuable.
Programme objectives
By the end of the course participants will be able to:
- ❖ know themselves better and understand what gets in the way of applying time management principles
- ❖ set meaningful goals using SMART and PACER methods
- ❖ understand how good time management reduces stress
- ❖ prioritise and plan to tackle task in order of importance
- ❖ control their diary and interruptions to core tasks
- ❖ increase their use of productive time
- ❖ learn supporting skills – such as delegation, overcoming procrastination, working well with others.
Outcomes
- participants who understand how to prioritise and manage their time.
- greater well being, morale and interdepartmental cooperation based on understanding how to work smarter rather than work harder.
Other services you may be interested in.
At dancing lion training & consultancy we help managers, sales and customer service staff to be more effective. We tailor our services to your business needs. Our experienced team of consultants and trainers come to your offices or contact centre.
Leadership management · Sales training · Customer service · Arrears collection
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