Leadership Development

Establishing the Brand Leadership Promise

"No one likes change; however that doesn’t stop it from happening. This program gave me some great techniques for dealing with it myself and for helping others through it."  Team Leader, CSBU California Edison

Description:

Change-adopting customer service organizations are infinitely better prepared for the realities of today’s marketplace than change-averse organizations.

This four-hour interactive session explores the challenges leaders face when dealing with change themselves and when they are responsible for leading others through change.

Program Objectives:

1. Increase awareness of behaviors, emotions, and performance that individuals and teams experience throughout change.
2. Gain skills necessary for leaders in a Change-Adopting Environment.

Workshop Outline:

I.  Module One: Individuals Who Adopt Change

• Recognize your own comfort level with adopting change
• Identify impending change
• Understand why people resist change
• Create personal strategies for adopting change

II.  Leading in a Change-Adopting Environment

• Describe the elements of a long-term leadership approach for creating a change-adopting environment
• Describe the elements of a short-term leadership approach for change-adopting situations
• Help other team members adopt changes
• Plan your leadership actions

Target Audience:
All managers, supervisors, and team leaders with the responsibility to coach others through change
 

To speak with an LSA Expert to learn about how the customer service leadership development program can be customized and delivered onsite at your company, please contact us.