CXPA RTP Course: How to Manage & Lead Employees Workshop - OmniTouch

CXPA RTP Course: How to Manage & Lead Employees Workshop - OmniTouch

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Starts:  Nov 29, 2021 09:00 AM (SG)
Ends:  Nov 30, 2021 05:00 PM (SG)

Workshop title: How to Manage & Lead Employees

  • Online delivery by Daniel Ord, a CXPA Recognized Training Provider and 30 year industry veteran
  • Delivered online across 2 x 8 hour days
  • In partnership with the Contact Centre Association of Singapore CCAS

Recommended audience: VPs, Directors, General Managers, Customer Experience Managers, Branch Managers, Contact Centre Managers, Team Managers, Team Leaders, Quality Assurance, Human Resources and anyone who manages people or is involved in managing people.

Workshop overview:

Drawing from our work with Managers & Team Leaders around the world we designed this program to help management Team Members understand the practices, behaviours & practical ideas to lead, engage and create a better experience for their people.

We work through 4 independent but interrelated modules:

1. Leadership & Management

In our experience working with Managers around the world - some people want to make this too complicated. And that makes it hard to understand and even harder to do.

We define Leadership - and examine what the best Leaders use to inspire people to achieve a shared goal. And we define Management - and work through how the best Managers guide people to achieve their potential. Because as a Leader you do both.

And we'll look at the role of self-leadership - and how important it is to be 'good with yourself' before you can be good for other people.

2. The Roles & Responsibilities of Managers & Team Leaders

One of the most important things a people Manager needs to think about is this. Where does my time go? And is this the best way to spend my time?

In this module we look at data to help us decide where time is best spent, conduct an intensive time & motion study on where time is actually spent and compare the two. Followed by practical advice on how to 'free up' more time to spend doing the things that matter most.

We also work together to design & build a Success Profile for today's Manager. One that we can use - and that we can help others use too.

3. Performance Management & Conversations

Your organization needs outcomes. Your people need the guidance & motivation you have on offer.

In this module we spend a lot of time on the different conversations you'll have with each person who works with you.

From the 'good' conversations such as praise, and recognizing something 'well done' through to dealing with the more challenging conversations you need to have to help folks learn, keep on track and understand the consequences of what they're doing (or not doing).

The best Managers have frequency & high impact conversations with their folks. We help you figure those out and how to have them. This module alone will transform how you think about speaking with people around you.

4. Employee Engagement & Culture

It's easy to get confused. What's the difference between Employee motivation, satisfaction & engagement? And what the heck is Employee Experience?

Because now everyone is talking about that too. Does that mean we have to go back and undo and redo everything we know about people?

In one of our favorite modules in any course, we untangle all of this and get deeply practical. Because once you know what these things are, why they matter and how to bring them to life - it gets a lot easier.

And we close out the module with a look at Culture - and how you can contribute to building a better one where you work.


Online Instructions:
Login: We will send a Zoom link and an e-Participant Guide to registered Participants before the workshop begins!
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