Customer Service Training & Leadership Training Programs
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Outstanding Leadership #8

The Tactical Leader

The Tactical leadership development workshop is for leaders who are responsible for achieving business targets, and directing and allocating teams and resources

LIVE/VIRTUAL:

FOUR

2-hr Modules

INTERACTIVE

Yes

8 HOURS

Total Duration

4 WEEKS

Reinforcement

LIVE/ON-SITE:

ONE

8-hr Workshop

INTERACTIVE

Yes

1 DAY

Total Duration

4 WEEKS

Reinforcement

LIVE, VIRTUAL TRAINING
  • Four 2-hour modules (8 hours in total)
  • Highly interactive
  • 4-week reinforcement
LIVE, ON-SITE TRAINING
  • One 8-hour workshop
  • Highly interactive
  • 4-week reinforcement

PREREQUISITES:  NONE

About This Course:

This course introduces the principles of problem solving, root cause analysis and situation diagnostics. It explores the most effective ways to identify and deploy resources to achieve measurable results.

Topics:

How to be an outstanding communicator
  • A revealing look at our existing communication effectiveness
  • Exploring why communications fail – and how to prevent it
Positive language that creates positive outcomes
  • Evidence-based language strategies that create positive relationships
  • Practicing the strategies in real scenarios
Common language habits that backfire
  • Words, phrases and habitual responses that trigger negative emotions and behaviour
  • Comparing the impacts of positive language and negative language
Setting, understanding and managing customer expectations
  • How to identify and reframe existing expectations
  • How to ensure you meet customers’ expectations  every time
Little things that create big results
  • A review of skills and behaviours required for success in specific situations
  • How to turn these “little things” into habit
Tactical leadership training

Who Should Attend:

Course Outcomes:

  • Greater success in anticipating and reacting to situations
  • Stronger internal working relationships
  • More confidence in diagnosing and solving problems
  • More effective risk identification and management
  • Stronger interdepartmental collaboration

Looking for Customized Training?

This course will be customized to your specific organizations, including examples, case studies and relevant skills.

If you would like to blend content from another of our courses, or add content to address specific needs, we can do that too.

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