Leadership Development

Leadership Development

Tips to being a better leader
Do you want to continuously improve and critique your leadership skills? Do you need some ideas to get you thinking or even started on how to do this. We have found a link that gives you 10 great tips on how to become a better leader. 
go here> 


Managing negativity to change
Businesses are always in a constant state of change, and it’s key that you bring your staff along on the journey. Research has found this is the hardest thing to get right within your business and to keep negativity in check. We have found a link that talks about the five 'must-do' steps when dealing with change. go here>


Coaching on leadership styles
When should we use leadership coaching? There are three different levels of leadership that you need to master - personal, team and organisational levels. This article talks about each area and why and when a business should invest in coaching for staff. go here>  


Five phrases a contact centre manager should never say
The way managers and team leaders communicate within contact centres has massive impact on the people within the business and, by knock-on effect, on the customers with whom they communicate. This is a great link with five hints on what not to say. go here>

Managers coaching staff - what can go wrong and what to do about it
In its work, the New Zealand Coaching & Mentoring Centre discovers and encounters some common barriers that can impede the effectiveness of coaching by managers, and offers suggestions for some common-sense solutions to these problems. go here>

Motivation through a 'Kick in the Ass'
Here is an idea that still holds water… Psychologist Fred Herzberg argued that it is possible to generate ‘movement’ (i.e. getting someone to do something) through what he called KITA management – Kick in the Ass. An interesting article that gets down to the basis of motivation for every person to make them want to perform versus made to perform. go here>


Nine tips for operational success
This is a good article to keep you thinking about what is important when leading your contact centre and gives food for thought around how to be operationally successful in nine different areas.  go here>