Helping Your I.T. Staff Implement Compassionate Geek Customer Service Concepts and Best Practices
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 perfect for IT managers and supervisors who lead help desk teams, network infrastructure teams, teams of application developers, or any other IT group.
Participants should come with an open mind, ready to implement new approaches to team management and leadership.
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
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 teams 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
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)
- Common Pitfalls
- Pre-meeting planning.
- Analyzing people as people.
- Know your team
- Exercise: Do an assessment of your own meeting.
- Type of meeting
- Room Layout/Location
- Meeting Agenda for Regularly Scheduled Meetings
- 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
- How to Make Sure Your Team Members Know You Care
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.