Course Overview
As a call centre manager, team leader, or supervisor you face numerous demands in the rapidly changing call centre environment. Enhancing Leadership Effectiveness focuses on helping you develop your own leadership style so you are better equipped to respond to changing environments, understand the needs of your team, and demonstrate a genuine valuing of individual differences.
Prerequisite(s)
- No prerequisites are required for this course.
Credits
1.5
- Retired
- This course has been retired and is no longer offered. Find other Flexible Learning courses that may interest you.
Learning Outcomes
At the end of this course, you should be able to:
- Understand the basic components of the psychological type model (MBTI).
- Understand the basic interaction of the model and its relationship to communication skills, conflict and problem solving, and leadership effectiveness.
- Identify specific communication patterns and the strengths and weaknesses of these patterns.
- Clarify and reframe information to better suit the communication style of others.
- Understand how the MBTI as a tool is helpful for building stronger relationships among all individuals in the leader-follower equation.
- Identify biases and hot buttons for listeners that distort meaning and cause conflict.
- Identify a leader's strengths and blind spots.
- Communicate more completely and listen more intently.
- Create a plan for enhancing leadership effectiveness through type development.
Effective as of Spring/Summer 2010
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.