Team Leader Certification Program (CTLCP)
Goal Setting
- What They Will Learn
- The importance of setting goals
- Types of goals
- Goal setting tools & methodologies
- 5 steps to achieve goals
- Do's and Don'ts of goal setting
- What Demonstrable Behaviors They Will Show
- An understanding of the process of goal setting
- Applying goal setting tools to develop their team goals
- Achieving the goals that were set by them for themselves and their teams
- Leading their teams in clear and definite directions
Team Work
- What They Will Learn
- The importance of team work – within the current business context
- How to build a team
- How to manage a team
- The 5 Cs of a successful team
- Managing challenges and barriers in successful team working
- Methodologies and processes to drive a team to successfully achieve the desired goal
- What Demonstrable Behaviors They Will Show
- Motivated team working
- Ability to build and manage a team
- Leading their teams through challenges
- Effective team communication
- Enhanced collaboration within and outside the team
Problem Solving
- What They Will Learn
- The TCP Elements – T (Thinking) C (Creativity) and P (Problem Solving) and how they are
related
- Technical Trouble Shooting Vs Problem Solving (Former is specialized and latter is
generalized)
- 4 Basic steps in Solving Problems 1. Define the Problem 2. Generating alternatives 3.
Evaluating and Selecting Alternatives 4. Implementing Solutions
- Tools that enhance Problem Solving ability (Asking question, brain storming, Cause and
effect diagramming, Mind mapping)
- What Demonstrable Behaviors They Will Show
- Many nudge forward in their ability to apply themselves further in problem solving
- Increased clarity in determining Cause Vs Effect
- Ability to generate further alternatives
- Motivate teams to come up with ideas and alternatives in problem solving
Professionalism
- What They Will Learn
- Who is a professional
- Characteristics and qualities of a Professional
- What defines professionalism
- How is professionalism measured
- Unprofessional behaviours
- Professionalism from the Customer's perspective and fom the Team's perspective
- What Demonstrable Behaviors They Will Show
- Clearly differentiate between professional and unprofessional behavior
- Practice/demonstrate professional behaviours with team and customers
- Enhanced professional working relationship with all key stakeholders
Customer Service
- What They Will Learn
- Why Good Customer Service is Life Blood for a Company
- Stories of Dread & Delight (in Customer Service) as opposed to Day-to-Day occurrence
- Word of Mouth imperative in Customer Service – What statistics say about this
- Characteristics of Good Customer Service – Friendliness, Empathy, Accuracy, Professionalism,
Promptness and Honesty.
- Handling angry & upset customers (The vocal as well as relatively quiet kinds).
- Skill practice (Handling different customer scenarios)
- What Demonstrable Behaviors They Will Show
- Shift in Customer Service Orientation
- Shift in Empathy component in observable terms
- Enhanced skill in dealing with Angry and Customer behavior
- Proactive approach towards resolving Customer issues
Final Presentation