People Management

Managing people is the toughest job in business. You have to lead, motivate, inspire and encourage your staff- and 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?

In this 1-day interactive forum you will discuss and learn 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: how to plan, profile, screen, and interview
• Placing the right people in 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 (pre-course reading)
• The elements of successful teams
• The essence of Leadership
• Terminating staff
• Putting it all together: successful teams and applications