Leadership Skills for Customer Service - Manitoba Customer Contact Association

Leadership Skills for Customer Service Managers

MCCA Elective Course

Wednesdays, September 12 to November 14, 2018

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Course name:
Leadership Skills for Customer Service Managers

Course Hours:
36 hours

Course Description:
This course is intended to provide students with skills and tools to enhance their leadership capabilities. It is designed to develop innovative, effective and inspiring business leadership. It presents the critical components of a comprehensive and effective plan. This course will benefit any leaders in an organization, whether they are seasoned supervisors, just starting out, preparing or in training for a leadership role.

Course Objectives:
Upon completion of the course, students will be able to:

  • Understand the impacts of leadership styles; 
  • Use effective leadership styles to build trust and inspire others; 
  • Demonstrate an understanding of emotional intelligence;
  • Develop self-control, adaptability, empathy and positive communication skills; 
  • Incorporate new time management practices; prioritizing tasks, extend planning horizon and
  • maintain momentum;
  • Understand the delegation process and how to select tasks and overcome barriers preventing
  • the ability to delegate;
  • Conduct phases of performance management including setting expectations, assessing performance and providing ongoing coaching and feedback;
  • Recognize signs of engagement, disengagement and select strategies for increasing employee engagement;
  • Assess and adapt to varying communication styles;
  • Understand the use of empowering questions and strategic communication.

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Manitoba Customer Contact Association:

Kerry Mealey-Holmes
Learning and Development Liaison
Manitoba Customer Contact Association
1000 Waverley Street
Winnipeg, Manitoba
R3T 0P3
Ph: 204-975-6466
Email: kerry@mcca.mb.ca

University of Manitoba:

Student Information Services (SIS)
Extended Education
185 Extended Education Complex
University of Manitoba,
Winnipeg, MB R3T 2N2 Canada
Phone: 204-474-8800
Toll Free: 1-888-216-7011
Fax: 204-474-7661
Email: extended@umanitoba.ca

Customer Relationship Management
Operations Management 
Skills for Managing Customer Service Performance 


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