CFa training news & articles
Making your first step towards becoming a manager
For many people career progression is measured by becoming a manager. Making that first step into management can be quite daunting so here are a few tips
Who are the stars and the problem children in your team?
Regular coaching should be a fundamental part of the manager’s role. No matter which segment an employee is in they will all benefit from regular coaching although the style used can range from a very proscriptive approach for those in the lower segment to a more informal and ad hoc style for the upper segment.
Managing performance in your team
The role of a manager includes many different elements but when it comes to managing performance there are three parts to your task of ensuring your team does the best possible job:
Allocate the work, or task, to be completed by the team member/s making sure you set SMART objectives or KPIs
Monitor their progress against the KPIs or objectives that have been set
Give feedback on their performance – this includes the ‘what and the ‘how’ (the results they have achieved and their behaviours in doing it)
How to lead your teams through difficult times
Knowing when to adopt different leadership styles to suit the individual or situation and being able to put across a clear vison for the future is key to helping colleagues buy into the task in hand.
How our early ancestors influence our behaviours
CFA Training teach people how to be aware of survival instinct behaviours and share practical tips on how they can minimise their impact on relationships with customers and colleagues.
Customer Service Advisor Development Programme
It is not simply the ability to answer a telephone. With face to face customer contact the customer can tell you are listening by your eye contact, facial expressions and nods etc. Over the telephone the customer doesn’t know you’re listening unless you tell them. How do you replace sight with words and voice?