This program uses an interactive and collaborative approach to empower executives that lead customer service teams with leadership competencies-effective communication and agility, in order to effectively lead their units and their Organizations towards sustainability and value creation in the Digital Era.
The innovative use of psychological approaches allows a holistic understanding of conscious and unconscious team processes in order to offer additional tools for effective leadership.
1st Session - Managing Leadership Transitions
The first module focuses on the challenges faced by managers entering a new position and of managers entering into new teams and unfolds around the following issues:
2nd Session - Mastering Team Dynamics & Leading Teams with Impact
The second module focuses on competencies related with understanding and managing team dynamics and on leading with Impact.
The module includes a’ Movie Time’ session, during which participants will watch a film that will ignite them to learn, discuss and reflect on team leadership issues connected with influence, impact, empathy, alignment and management of perspectives.
3rd Session - Authentic Leadership
The third module focuses on authentic leadership and the value of authenticity for leadership excellence. It explores how the leader’s legacy may develop and it addresses the following leadership virtues.
4th Session - Building a Culture of Learning Agility for Customer Service Excellence
Learning agility is described as the ability of an executive to excel at absorbing information from their learning and professional experiences and then extrapolating from those to navigate novel situations. In highly demanding customer service contexts, learning often stems from the customer service teams and the customers.
The module focuses on the following themes
Leading Positive Meaning through Team Belongingness
The session will build on the principles of positivity and the strengths of executives and Organizations and will focus on new research findings that indicate that the sense of belongingness and the process of connecting with teams and other professional, organizational and personal networks as well as learning networks, has a positive contribution to personal, professional and organizational development.
The session focuses on the following themes:
This program is addressed to:
- Senior Customer Service Leaders that wish to strategically lead their teams in the era of flux
- Customer Service Leaders that face the challenges of organizational/leadership transitions
- Organizational leaders that aspire to create and drive value for customer organizations and for their organization
To request more information please contact
Mrs. Maria Karadeli
Training Coordinator & P.R., Hellenic Institute of Customer Service
Tel: +30 210 6686370
To get in touch with ALBA Executive Department please use the below information
Mrs. Maria Pappa
Tel.: +30 210 89.64.531-8
Fax: +30 210 89.63.302
We would be pleased to address any enquiry you might have and to assist you in any way we can.