How to Lead, Coach, and Provide Effective Feedback
2-day workshop for Help Desk and Customer Support Team Leads and Supervisors

Module 1: How Leaders Lead

Leading and Managing: What’s the Difference?
Exercise
Exemplary Leaders
How to Articulate and Demonstrate Your Vision
Vision Articulation Map
Exercise
Leadership Styles
Leadership in Action
Exercise

Module 2: How to Coach for Improved Performance

What is Coaching?
Discussion
Characteristics of Effective Coaches
Exercise
The Coaching Relationship
The Seven Step Coaching Dialogue
Role-play
Situational Coaching
Delegating Effectively
Exercise
Best Practices

Module 3: Counseling and Disciplinary Action

The Difference Between Coaching and Counseling
Discussion
Symptoms that Signal the Need for Counseling
Preparing for the Counseling Session
Steps in the Counseling Session
Exercise
The Accountability Discussion
Exercise
When to Discipline
Steps to Effective Discipline

Module 4: How to Effectively Provide Objective and Subjective Feedback

Defining Effective Feedback
Discussion
Types of Feedback: Silence, Constructive Criticism, Adjusting, Reinforcing
Exercise
Using Key Performance Indicators for Feedback
Case Study
Exercise

Module 5: Monitoring Tips and Trends

Best Practices
Discussion
Sample Monitoring Checklists
Monitoring Email
Industry Monitoring Report
Analysis and Discussion

Module 6: Celebrating Success

Individual Recognition
Team Rewards
What Really Works

Appendix A: Conflict Resolution Tips

Appendix B: Recommended Resources