Have you ever wondered if you are getting a good return on the money you are spending on management development?
“Despite the billions of dollars, euros, and yen invested in coaching and management development, remarkably few executives can be regarded as skillful managers,” says Gill Corkindale, the former management editor of The Financial Times. In a posting on a Harvard Business School
Answering her own question, Corkindale offers two reasons, saying, “It's my guess that the majority of managers with responsibility for large teams and significant businesses either do not possess the requisite skills of a manager — or they just don't put them (new skills learned) into practice.”
Corkindale then proposes three reasons why executives fail to apply the leadership development skills they learn, including lack of time, budget constraints and the reality that, “behavioural change is difficult.”
Next, Corkindale proceeds to share some of the rules she recommends to help ensure that new managerial development skills are applied, including being open to experimentation and new ideas in learning, trusting that the learning will help, and committing to the plan for a minimum of six months. She also outlines five of the key development areas that she recommends for executives.
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If you are considering a position in user support, you will need to have the following skills:
ReplyDelete1. A Great Listener - Customers want you to completely understand their issue with the hope you will be able to assist them in resolving their problems quickly and efficiently. You will gain their respect if you let them completely explain their issue and respond in a positive manner. Take time to listen to their situation before jumping in with your resolution. Ask questions when you feel you have heard the issue and repeat some of their problems to let them know you were listening.
2. Professionalism - Having the ability to speak well and clearly over the phone or in person will be crucial in your interaction with the customer. A customer representative that acts in an un-professional manner will quickly become unwanted and only frustrate them further. You need to be a patient, professional and calming influence when interacting with customers at all times.
3. The Desire to Solve their Problem – User support requires you to have the fundamental sincerity to help others. Once you understand their issues, your desire to resolve them quickly and efficiently will make you the go to guy or gal for future needs. Your credibility and reputation will get you the visibility you need to move on in other areas.
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