Leadership Skills for Excelling in Service Delivery

In today’s highly dynamic environment, customer satisfaction has become the focus of organizations that aim at providing world-class quality. As customers become more demanding and aware of available choices, high-performing organizations are increasingly emphasizing the critical need for all employees to be leaders. Now, more than ever before, organizations are required to continuously effect proactive positive change that results in bottom-line improvements in performance. This course is designed to provide participants with expertise to lead themselves and others; and to impart skills critical for improving the quality of leadership and services delivered to internal and external customers. 

 

Who should attend 

All staff involved in leadership positions at all levels, both directly and indirectly:

• CEOs, Directors, top and mid-level managers
• Supervisors
• Heads of sections/units/teams, committees and task-forces
• and the designates of the above 

How participants will benefit

1. Become a competent leader and manager
2. Successfully visualize your organizations’ destiny
3. Be well-equipped to handle crises
4. Understand followers and motivate them to high-performance
5. Manage themselves as a resource so that they can adequately manage others
6. Use and share power in an ethical manner
7. Harness destructive and constructive conflict for the betterment of their workplace 

 

Course Content

1. How to Enhance your Leadership and Managerial Roles
2. Becoming a Successful Visionary Leader
3. Planning Skills for Leaders
4. Problem-Solving Skills for Leaders
5. Team Building Skills for Leaders
6. Self-Management Skills for Leaders
7. Managing Conflict
8. How to Use Power Successfully and Responsibly
9. Networking Skills for Leaders 

Duration: 2 weeks; Mondays to Fridays; 9am-4pm

Mode of Delivery:  Highly interactive adult training methods. Hybrid (Online and Physical)

Fees: Covers training materials and tuition fees only

Code: LCMS