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What separates leaders from managers?

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Your employees need someone to inspire them. They crave personal and professional growth. And that means, you must show up as a leader. Leaders inspire, managers control. In this session, Solu Nwanze (Zendesk) gives you new and tactical advice to immediately start using in your contact center, your technical org, or anywhere else in your company. Learn how to overcome your fears and perceptions, and empower your team through guided self-discovery in leadership. Solu’s extensive background in executive coaching means you’ll walk away with exciting techniques to approach your leadership.

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What separates leaders from managers?

  1. 1. 3A TRACK NOW What separates leaders from managers?
  2. 2. TRA C K 3A What separates leaders from managers? SOLU NWANZE Director, Business Operations @ Zendesk Executive & Leadership Coach
  3. 3. Leaders vs Managers Focuses on 
 vision Inspires 
 others Grooms 
 leaders Focuses 
 on tasks Controls 
 others Grooms 
 followers
  4. 4. Coach-leaders positively impact employee satisfaction 70%of variance in employee engagement is driven 
 by their leaders (Gallup Leadership Study, 2014) #1behavior of great leaders 
 is coaching skills (Google’s Project Oxygen, 2018)
  5. 5. Helping isn’t helpful.
  6. 6. Coach-leader matrix Guide Listen Do Tell Instruct Confuse Belittle Empower Belittle
  7. 7. Fear & Doubt
  8. 8. Trust
  9. 9. Team north-star statement values / how mission / what vision / why We are [quality1, quality2]. We bring [impact] (to [audience]), so that [outcome].
  10. 10. “Nothing can dim the light which shines from within.” - Maya Angelou, Poet / Writer
  11. 11. #zendeskrelate @zendesk 3A TRACK Thank you

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