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People Management |
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March 10, 2010
8:30am to 4:00pm |
| Holiday Inn Toronto Airport - East
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Managing people is the toughest business job you can have. You have to lead, motivate, inspire and encourage your staff- but hire, fire, and discipline them too.
Leonard Schlesinger, a Harvard University Professor and author of eight business books says, "The most important business skill you can learn is how to manage people."
What kind of leadership is necessary in today’s environment? What does my personality have to do with managing and supervising? How can I make certain my directions are followed and objectives met in a timely and effective manner?
If you want to improve your results and make your life a little easier, don’t learn by trial-and-error. Spend a day in an interactive forum discussing and learning the practices and applications of core People Management dynamics:- The critical role of people in the delivery of a Call Centre's mandate
- Recruiting strategies: planning, profiling, screening, and interviewing
- Placing the right people on the right jobs
- Socializing / orientating new team members; training and probation
- Organizing teams : empowerment, accountability, roles and responsibilities
- Motivation theories and practices
- Emotional Intelligence - The work of Daniel Goleman
- The elements of successful teams
- The essence of Leadership
- Terminating staff
- Putting it all together: successful teams and applications
Who is the workshop for?- Managers who want to motivate and lead their team more effectively
- Managers who want to understand their own style and its impact on others
- Managers taking on wider people management responsibilities
- Experienced managers acting as mentors for the next generation of managers.
It is appropriate for anyone in a Call Centre who is- or aspires to be- responsible for a team of people. For maximum interaction, class size is limited to 24 students. This workshop can also be delivered on-site at your Centre. Contact Elizabeth for more info.
The course leader, Stephen Ng is the former Program Director for Centennial College’s Call Centre Management Program. He is a retired Call Centre executive, and an alumnus of MIT’s Senior Executive Program. |
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Title: |
People Management
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When: |
March 10, 2010
8:30am to 4:00pm |
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Location: |
Holiday Inn Toronto Airport - East |
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600 Dixon Road |
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Toronto, ON M9W 1J1 view map |
| Price: |
$549 + GST |
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