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Leadership Training for IT Managers and Supervisors

leadership training

Compassionate Geek®Leadership Training for IT Managers and Supervisors

Helping Your I.T. Staff Implement Compassionate Geek Customer Service Concepts and Best Practices

Description

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

Training Outline

Day One

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.

  • Exercise: Seat Swap (Complacency)
  • Exercise: How’s Your Math? (Thinking in absolutes) (Arrogance)
  • Exercise: Who Will Cross the Line First? (Self-Centeredness—Ego vs. empathy)
  • Exercise: Building the Perfect Team Member (Listening and Respect) (Capitalizing on each member’s strengths, rather than their deficiencies or looking for that one perfect team member who does it all.)
  • Exercise Building the Perfect Team Member, Part 2

Module 3: Understanding Human Motivation

  • Exercise: Show Us What It Really Takes
  • Power in Leadership
  • Forms of Power
  • Exercise: Power Dynamics (Personal Assessment)
  • Recognizing Human Potential

Day Two

Module 4: How to Have Difficult Conversations

  • Exercise: No “I” in Team
  • Active Listening
  • Open-Ended or Closed-Ended Questions
  • Exercise: 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
  • Run
  • Personality Types
  • Exercise: Team Building: What Color is Your Thinking and The Talking Stick
  • Final thoughts

Module 6: Making Sure Your Team Members Know You Care

  • Exercise: Trophies for Specific Accomplishments
  • Replaceability?
  • How to Make Sure Your Team Members Know You Care

Frequently Asked Questions

How long is the training?

This is a two-day seminar. It runs on two consecutive days from 9:00 a.m. to 4:00 p.m. with a one-hour lunch break each day.

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.

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 unless you tell us otherwise, we use language and examples that are most relevant to IT people. If the participants are primarily from fields outside of IT, let us know so we can use appropriate language and examples.

Are there any 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.

Bring This Training Onsite for Your Team

We come to your location, nearly anywhere in the world, to train your team with proven principles and techniques. Let us know about your needs and we’ll prepare a proposal for you. Use the form below or call us at 1-206-988-5858.

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