Supervisor Workshop Certification Class

  • 25 Apr 2019
  • 09 May 2019
  • 3 sessions
  • 25 Apr 2019, 9:00 AM 4:00 PM
  • 02 May 2019, 10:00 AM 11:30 PM
  • 09 May 2019, 9:00 AM 4:00 PM
  • Hosted at Element
  • 0


  • This event is for MWCCA members only. If you would like to join it's only $100 for individuals or $500 for a Corporate Membership (includes up to 20 people).

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Leadership Development with MWCCA

The Midwest Contact Center Association is committed to providing cost effective resources near you to help contact center professionals grow and thrive. This year we are hosting 2 full days of leadership development training that are 2 weeks apart with a 90 minute webinar on the week between.

Developing successful front-line contact center leaders can be one of the biggest challenges we face, and the Midwest Contact Center Association wants to help augment your internal leadership development goals by hosting this important program. Similar workshops cost over 4 times as much and that does not include the travel expenses!

Dimensions of Leadership

MWCCA has partnered with Aspire Consulting, Inc. This 3-part learning series is designed to help leaders take their skills to the next level in understanding their own leadership style, establishing coaching relationships, leading others through performance situations and conflict, and practicing effective virtual leadership.  Leaders can expect a highly interactive experience that enables new learning along with the sharing of best practices with other leaders in the marketplace.

Workshop 1: Thursday, April 25th – 9:00AM – 4:30PM

Module 1: Leadership & Communication Styles (leaders will receive a personal online style assessment, report and book as part of this experience)

ü  Explore all communication styles

ü  Identify cues that help determine the style or needs of another

ü  Recognize your own leaderships strengths and tendencies

ü  Practice adaptation to make connections and build productive relationships

Module 2: Coaching Relationships

ü  Explain the goals and guiding principles of building coaching relationships

ü  Practice curiosity to deepen connections through powerful questions 

ü  Recognize how trust impacts performance and approaches for positive impact

ü  Assess situational performance and create a coaching strategy

ü  Identify and practice using the 3 key types of performance coaching discussions

Webinar (90 Minutes): Thursday, May 2nd 10:00AM-11:30AM  

Participants are asked to join a virtual session via WebEx to demonstrate effective use of this technology and check in regarding practice assignments and associated experiences.

Workshop 2: Thursday, May 9th – 9:00AM – 4:30PM

Module 3: Situational Coaching & Conflict

ü  Practice assessing performance situations and conducting effective discussions

ü  Recognize conflict and how styles impact interactions

ü  Practice leading difficult discussions with and between team members

Module 4: Virtual Leadership

ü  Identify and explore success factors associated with virtual leadership

ü  Explore skills associated with creating virtual team environments

ü  Identify key skills for conducting effective virtual team meetings

ü  Troubleshoot situations unique to virtual leadership/teams

About the Instructor: Karin Gierke

Karin Gierke (formerly Johanek) started Aspire Consulting, Inc. in 1997. She is an energetic learning strategist, trainer, speaker, author and leader who has delivered measurable results for businesses around the world. She is best known for her deep commitment to learning and innovative approach as she collaborates with organizational leaders to explore possibilities and outcomes that lead to breakthrough solutions. Karin has worked with contact centers across the U.S. For more information on her please visit her website at: Aspire Consulting, Inc.

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