Customer / Client service training

1. Leadership

2.  A frequent definition: Leadership is about
getting things done through people.It’s not
about telling people what to do, measuring
performance, rewarding “success” and
punishing “failure "Leadership is the art of
influencing people to work enthusiastically and
effectively toward goals identified as being for
the common good.

3.  People can do everything they are required to
by the rules, and your organization will, at
best, be mediocre.People must work with
enthusiasm. They must have their heart in
it.You cannot buy enthusiasm, you cannot buy
loyalty, you cannot buy devotion of hearts,
minds and souls. These must be earned.

4.  This means the leader has:Thought through the
organization’s goals.Talked with others about
these goals.Achieved buy-in.This requires a lot
more effort than just telling other what to do.

5. You manage things; you lead people having a
“position of leadership” does not mean you are a
“leader”You are not the leader until the group you are
leading says so leadership requires a great deal of
effort. Leaders must make the choice about whether or
not they are willing to extend themselves for those
they lead.

6. • Directing Style
The Leader clearly tells people what to do ,how to
do it,When to do it
• Then closely monitors their `performance until the
task is accomplished

7. The leader continues to direct and closely monitor
task accomplishment,But also solicits suggestions,
explains decision, and supports subordinates’
progress.This style is for people who have some
competence but lack commitment.

8. • They also need:Support and praise to build their
self-esteem.Involvement in decision-making to
foster their commitment to high performance and
personal development.

9. • The leader turns over responsibility for decision-
making and problem-solving to people.For people
Who have both competence and commitment.
Who are able and willing to work on a project by
themselves with little supervision or support.

10. • Key question:Why does our organization
exist?What business are we in?Is everything we
are doing contributingto mission accomplishing
our purpose?Staying Focused

11. • “… a picture of the future that the leader paints for
those who follow.”“… a picture of how things
would be if everything were running as planned.”
(Blanchard)“ Providing people an opportunity to
be a part of something bigger than themselves and
to make a contribution.

12. • One of the most important functions of
leadershipThe leader must:Identify Core Values
(participation & buy-in)Communicate the Core
ValuesAlign values and practices

13. • Patience … Showing self-control Kindness …
Giving attention, praise and encouragement
Humility … Being authentic and without pretense
or arrogance Respectfulness … Treating others as
important people Selflessness …meeting the needs
of others

14. • Forgiveness … Giving up resentment when
wronged Honesty … Being free from deception
Commitment … Sticking to your choices Service
and … Setting aside your own wants and Sacrifice
needs while seeking the greatest good for others.