Leading Others

This class provides lessons and tools for accomplishing work through others while demonstrating fair and effective leadership behavior. TOPICS • Defining leadership and leadership roles • Common mistakes leaders make • The ‘laws’ of leadership • Understanding authority and influencing skills • Coaching • Motivating associates • Dealing with conflict • Use conflict to improve results • Communicating through feedback and active listening • Team-building • Accountability and being responsible • Time management, changing priorities, and getting the ‘right’ things done • Understanding performance management • Employer obligations and responsibilities • Importance of ‘service excellence’ INSTRUCTORS Carol Cooley and Julie Sanom