Why I love the word 'How' - Linda Simonsen - ContactCenterWorld.com Blog
Towards the end of last year, we started talking about an initiative we’re developing. Called the EQ+ FutureLeaders program, it’s aimed at helping team managers tap into their emotional intelligence to better engage their people.
And quite honestly, the response has been astonishing. People just want to know more.
To me, that shows the industry understands the value of strong team leadership, and realises that the key to employee engagement – and therefore customer engagement and overall better business performance – is highly attuned team leaders.
Our industry already has a large amount of training on what team leaders should do in their job. The thing we don’t have is training on how they should do their job: how they can have good conversations, engage their people, develop their people. That’s the gap we’re aiming to fill with FutureLeaders and the fact that so many of you have shown interest tells me this is a gap that does need filling.
Publish Date: May 12, 2014 4:51 AM