Leadership Training for IT Managers and Supervisors

Your staff has attended Compassionate Geek customer service training. How do you keep the training evergreen, so they don’t just drift back into old habits? Compassionate Geek Leadership Training for Managers and Supervisors trains your leadership team on how to model Compassionate Geek principles for their teams. Building on solid leadership concepts by the world’s leadership experts, Compassionate Geek leadership training adds the five principles of IT customer service success to create high-functioning teams with a healthy dose of humanity.

Who Should Attend?

This training is appropriate for IT managers and supervisors who want to build high-functioning teams with a focus on customer service skills including technical competence, compassion, empathy, good listening skills, and respect for end-users, other customers, and co-workers.

Prerequisites

We recommend that participants complete our Fundamentals of IT Customer Service training prior to taking this course, but it’s not required. Participants should come with an open mind, ready to implement new approaches to team management and leadership.

Delivery Options

Online, On-Demand (Coming in 2023)
Live via Zoom
Live In-Person

Training Outline

Prologue to the Training

Personal History Exercise
10 Traits of Compassionate Leaders

Module 1: The Five Principles of Great Leadership

Applying the Compassionate Geek 5 Principles of IT Customer Service Success to IT leadership and management

Deep Leadership/Managerial Competence
Compassion
Empathy
Listening
Respect/Dignity

How IT Culture Affects Management Decisions

Exercise: Acres of Diamonds
Team Assessment

Module 2: Identifying Roadblocks to Team Success

Roadblocks exist in learning any new skill. Your team will certainly encounter roadblocks. In this module, you will learn to identify and manage roadblocks so they don’t get in the way of your team’s high performance.

Dealing with complacency
Dealing arrogance
Dealing with self-centeredness
Building the perfect team member

Module 3: Understanding Human Motivation

What It Really Takes
Power in Leadership
Forms of Power
Power Dynamics (Personal Assessment)
Recognizing Human Potential

Module 4: How to Have Difficult Conversations

Active Listening
Open-Ended or Closed-Ended Questions
How to Ask the Right Questions

Module 5: Leading More Effective Meetings

Conducting an Efficient Staff Meeting (Plan-Build-Run)
Plan
Common Pitfalls
Pre-meeting planning.
Analyzing people as people.
Know your team
Exercise: Do an assessment of your own meeting.
Build
Agenda
Type of meeting
Room Layout/Location
Meeting Agenda for Regularly Scheduled Meetings
Personality Types

Module 6: Making Sure Your Team Members Know You Care

Recognizing accomplishments
Replaceability?
How to Make Sure Your Team Members Know You Care

Frequently Asked Questions

How long is the training?

This is a one-day seminar. It is six instructional hours. For the Zoom delivery method, we recommend breaking it into four 90-minute sessions over four days. For the in-person delivery method, it is a single-day presentation, typically running from 9:00 a.m. to 4:00 p.m. with a one-hour lunch break.

Who should attend?

What’s the recommended and maximum class size?

The recommended class size is 10-20 participants. While there is no maximum class size, we suggest keeping the class size under 30 to allow maximum interaction with the instructor.

Is this appropriate for groups other than IT managers and supervisors?

Yes, with the understanding that we use language and examples that are most relevant to IT people.

Are there any prerequisites?

We recommend that participants complete our Customer Service Secrets of Successful IT Pros training prior to taking this course, but it’s not required. Participants should come with an open mind, ready to implement new approaches to team management and leadership.