Learn more about leadershipandmanagement with this collection
Understanding the importance of decision-making
Identifying biases that affect decision-making
Analyzing the potential outcomes of a decision
Direct when the employee has low competence
Direct when a person:
- Is new in a role
- Is new to the company
- Is new to the client/customer
- Has new job responsibilities or tasks Has new ways of working
5
86 reads
MORE IDEAS ON THIS
Develop when the employee has high competence and high commitment
Develop when the person:
- Has extensive experience
- Has demonstrated evidence of competency
- Has experienced similar clients or task sensitivities
- Is growing new competences
- Is trying new approaches
5
79 reads
Delegate when the employee has moderate to high competence
Delegate when a person has:
- Some experience in the role
- A track record or competence
- A sensitive task or client Confidence in their abilities Similar ways of working
5
55 reads
CURATED FROM
IDEAS CURATED BY
Know when to manage and when to coach!
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Employer/Employee expectations
Employee expectations to maintain:
- Displaying a positive and respectful attitude
- Working with honesty and integrity
- Performing their work to a reasonable standard
Employees expectations;
- Proper training, support and leader...
Sidestepping direct engagement
A diplomat understands that there are moments to sidestep direct engagement. They don't teach a lesson whenever it might first or most apply; they wait until it has the best chance of being heard.
They can disarm difficult people by reacting in unexpected ways.
The Duties of a Customer Success Manager
Customer Success Managers are responsible for developing a positive and trusting relationship with the client. This is a unique role that is a hybrid of customer service and sales.
When keeping up with your customer's value, it is important to communicate with them in a wa...
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