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Principles of Effective Leadership for the Support Organization
by Rick Kilton, softcover, 35 pages, $19.95

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Overview

It's easy to be confused by the constant stream of new management trends and techniques.  However, real success depends on leadership -- inspiring others to excel.  Support consultant Rick Kilton has distilled the art of leadership into seven timeless principles. Whether you're a seasoned executive or a new supervisor, you'll learn that great leadership means focusing on the human element - valuing and nurturing your employees.

Table of Contents

  1. A good leader serves
    • Employees are your customers
    • You can learn to lead
  2. Listen to employees
    • Get your information directly
    • Get information in writing
  3. Communicate operational objectives
    • Deliver information directly
    • Keep channels open
  4. Treat each employee as an individual
    • Know yourself, know others
    • Adjust communication for each audience
  5. Address each employee's unique developmental levels
    • Adjust leadership to each task
    • Aim for empowerment
  6. Create and communicate performance metrics
    • Choose your metrics carefully
    • Make customer perception a priority
    • Share the results
  7. Recognize those who exceed expectations
    • Make the goals clear
    • Make the rules fair
    • Reward customer service
  8. Invest in employees
    • Training maintains "product" quality
    • Training increases loyalty
  9. Putting it all together: Making leadership work

Appendix - Where to learn more


The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 2012 Resource Center for Customer Service Professionals.  All rights reserved.
Last modified January 18, 2012