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Team leader development (call centre)


I am designing a Team Leader Development Programme and need an exercise for my first module, showing the importance of managing both customer service and quality issues in the team.
Ann Lunn

3 Responses

  1. If the Leeds Permanent means anything….contact me
    Chevin Lodge, Norman Long, Lovell Park….ITD!!

    If this makes sense to you, give me a ring on 0151 677 8135. If not, give me a ring anyway, it may be the best thing you ever do to promote the cause of T&D!!


    John MacCarfrae
    Maverick Training

  2. Exercise
    I have an exercise, using scrabble, which can be used to highlight the issues you spoke about.
    Ian P Dale
    Principal Consultant
    Actuality Plus (Management & HR Consultants)

  3. Leadership exercises

    I found a book a few months ago entitled Leadership Games by Stephen Kaagan which I think is very good and I have used a few times already. It has 25 experiential exercises illustrating different aspects of leadership, or teamworking. The activities are very participative and have worked well.The review and feedback needs to be well facilitated, but there is usually enough material for that to be possible. Regards Derek Adams


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