Course curriculum

  • 1

    Introduction

    • A Message from Leaders Network

    • Program Overview
  • 2

    Resource: Habit Tracker

    • LCS_Habit Tracker
  • 3

    Part 1: Know and Manage Yourself

    • Part 1 Overview
  • 4

    Module 1: Be Proactive

    • Module 1

    • Module 1 Workbook

    • Module 1 Habit Tracker
  • 5

    Module 2: Understand How You See & Behave In The World

    • Module 2

    • Module 2 Workbook

    • Module 2 Habit Tracker
  • 6

    Module 3: Manage How You Respond

    • Module 3

    • Module 3 Workbook

    • Module 3 Habit Tracker
  • 7

    Module 4: Lead Your Way To Success

    • Module 4

    • Module 4 Workbook

    • Module 4 Habit Tracker
  • 8

    Part 2: Leading Others: Understand People and Communicate Effectively

    • Part 2 Overview
  • 9

    Module 5: Understand People

    • Module 5

    • Module 5 Workbook

    • Module 5 Habit Tracker

    • DISC® Styles Overview

    • Communicating with the Different Styles
  • 10

    Module 6: Communicate Effectively

    • Module 6

    • Module 6 Workbook

    • Module 6 Habit Tracker

    • Presenting Information Effectively 4MAT Structure Handout
  • 11

    Module 7: Have Difficult Conversations

    • Module 7

    • Module 7 Workbook

    • Module 7 Habit Tracker
  • 12

    Module 8: Lead Team Members

    • Module 8

    • Module 8 Workbook

    • Module 8 Habit Tracker
  • 13

    Part 3: Develop A Customer Centric Framework

    • Part 3 Overview
  • 14

    Module 9: Reflect on Current Customer Service Standards

    • Module 9

    • Module 9 Workbook (including survey link)

    • Module 9 Habit Tracker
  • 15

    Module 10: Contribute To Create An Aligned Team

    • Module 10

    • Module 10 Workbook (including survey link)

    • Module 10 Habit Tracker
  • 16

    Module 11: Support Customers & Team Members

    • Module 11

    • Module 11 Workbook

    • Module 11 Habit Tracker
  • 17

    Module 12: Value-Centred Customer Service

    • Module 12

    • Module 12 Workbook

    • Module 12 Habit Tracker

    • Effective Prioritisation - Eisenhower Matrix Resource

    • Weekly Priorities Planner

  • 18

    Conclusion

    • Congratulations!