HDI Support Center Manager - DEX Exam
2024-2025
Demonstrate characteristics of an effective leader. - ANSWER -
Maintaining a positive perspective
- Encouraging participation and maximizing contributions
- Executing Strategic Plans
Reach optimized levels of performance by: - ANSWER - Using
recognized organizational models ,techniques to improve
performance
- continual improvement programs initiating rewards.
- Setting goals that are realistic and achievable
D.I.C.E. - ANSWER Duration
Integrity
Commitment
Effort
SWOT analysis - ANSWER strengths
weaknesses
opportunities
threats
(identify areas to leverage, improve, enhance, and manage)
KPI's - ANSWER Key Performance Indicators against similar
organizations
Provide tactical direction to support team by: - ANSWER - Weekly
,Meetings
- Tactical decisions based on Strategic goals
- One on ones and sharing metrics
Displaying confidence: - ANSWER - Removes doubts about
competency
- Establishes credibility
- Encourages communication
- Fosters rapport
Describe the differences between management and leadership. -
ANSWER - Management: executing organization's direction/goals ,
enforcing rules, CSAT, planning daily tasks.
- Leadership: creating direction per mission/vision of Org.
Activities-coaching,driving org change,setting goals and obj.
Provide direction and focus under ambiguous or chaotic
circumstances by: - ANSWER - Create communication hub for
accurate info.
- Empathizing with team members and leveraging your presence to
help provide clarity
- Creating an environment in which team members can experience a
sense of continuity and ownership in their work
Identify up and coming leaders by: - ANSWER - Seeking those with
an outstanding work ethic and who have proven to be trustworthy
- Looking for effective verbal and written communicators
- Finding people who are sincerely concerned about the business and
how the team functions, not those who are seeking only promotion
- Seeking those with developed critical thinking skills, those who
come to you with problems and possible solutions
,The principles of delegation include: - ANSWER - Creating trust with
the team
Articulating delivery time frames and expectations for assignments
- Ensuring the person assigned the task has the authority, skills, and
ability to complete the task
- Providing support and training as necessary
- Getting an agreement on expectations
- Allowing one to accomplish the task without specifying detailed
process requirements
Reasons for delegating include: - ANSWER - Making time available
to think more strategically and be less focused on operations
- Growing the team's ability to think critically and solve problems on
their own
Explain how to build relationships with senior management and other
department heads. - ANSWER - Actively seek out senior
management to talk about support services
- Proactively volunteer to participate on steering committees, project
teams, and strategic planning sessions to provide the customer and
support organization perspective
Techniques for managing your work life include: - ANSWER - Being
on time or early with every assignment or meeting
- Always approaching your manager with solutions, not problems
- Trusting your manager—accepting you may not understand why a
specific decision is made
- Increasing your problem solving and critical thinking skills by taking
good physical care of yourself (e.g., sleep, exercise, eating healthy,
etc.)
- Acknowledging those around you for their dedication
, - Identifying ways to assist your manager with new projects to build
your manager's trust in you
Emotional Intelligence is: - ANSWER - Having the ability to
recognize and know what emotions you are feeling
- Managing your emotions so that they do not overwhelm situations
and your thinking capabilities
- Being able to recognize the emotions that others are feeling
- Helping to manage other's emotions so that they do not overwhelm
situations and their thinking capabilities
- Having the ability to create sincere and authentic relationships that
produce value and productivity
Having Emotional Intelligence prepares the support manager to
enable people to feel: - ANSWER - Valued
- Listened to
- Motivated
- Empowered
- Creative
- Safe
The three major components of Emotional Intelligence are: -
ANSWER 1. Self-awareness
2. Emotional Managements of
Self and Others
3. Emotional Connection
An emotional hijack is recognized by: - ANSWER - A change in facial
expression and or body language
- Vocal tones that become very loud, too soft, or diction can become
2024-2025
Demonstrate characteristics of an effective leader. - ANSWER -
Maintaining a positive perspective
- Encouraging participation and maximizing contributions
- Executing Strategic Plans
Reach optimized levels of performance by: - ANSWER - Using
recognized organizational models ,techniques to improve
performance
- continual improvement programs initiating rewards.
- Setting goals that are realistic and achievable
D.I.C.E. - ANSWER Duration
Integrity
Commitment
Effort
SWOT analysis - ANSWER strengths
weaknesses
opportunities
threats
(identify areas to leverage, improve, enhance, and manage)
KPI's - ANSWER Key Performance Indicators against similar
organizations
Provide tactical direction to support team by: - ANSWER - Weekly
,Meetings
- Tactical decisions based on Strategic goals
- One on ones and sharing metrics
Displaying confidence: - ANSWER - Removes doubts about
competency
- Establishes credibility
- Encourages communication
- Fosters rapport
Describe the differences between management and leadership. -
ANSWER - Management: executing organization's direction/goals ,
enforcing rules, CSAT, planning daily tasks.
- Leadership: creating direction per mission/vision of Org.
Activities-coaching,driving org change,setting goals and obj.
Provide direction and focus under ambiguous or chaotic
circumstances by: - ANSWER - Create communication hub for
accurate info.
- Empathizing with team members and leveraging your presence to
help provide clarity
- Creating an environment in which team members can experience a
sense of continuity and ownership in their work
Identify up and coming leaders by: - ANSWER - Seeking those with
an outstanding work ethic and who have proven to be trustworthy
- Looking for effective verbal and written communicators
- Finding people who are sincerely concerned about the business and
how the team functions, not those who are seeking only promotion
- Seeking those with developed critical thinking skills, those who
come to you with problems and possible solutions
,The principles of delegation include: - ANSWER - Creating trust with
the team
Articulating delivery time frames and expectations for assignments
- Ensuring the person assigned the task has the authority, skills, and
ability to complete the task
- Providing support and training as necessary
- Getting an agreement on expectations
- Allowing one to accomplish the task without specifying detailed
process requirements
Reasons for delegating include: - ANSWER - Making time available
to think more strategically and be less focused on operations
- Growing the team's ability to think critically and solve problems on
their own
Explain how to build relationships with senior management and other
department heads. - ANSWER - Actively seek out senior
management to talk about support services
- Proactively volunteer to participate on steering committees, project
teams, and strategic planning sessions to provide the customer and
support organization perspective
Techniques for managing your work life include: - ANSWER - Being
on time or early with every assignment or meeting
- Always approaching your manager with solutions, not problems
- Trusting your manager—accepting you may not understand why a
specific decision is made
- Increasing your problem solving and critical thinking skills by taking
good physical care of yourself (e.g., sleep, exercise, eating healthy,
etc.)
- Acknowledging those around you for their dedication
, - Identifying ways to assist your manager with new projects to build
your manager's trust in you
Emotional Intelligence is: - ANSWER - Having the ability to
recognize and know what emotions you are feeling
- Managing your emotions so that they do not overwhelm situations
and your thinking capabilities
- Being able to recognize the emotions that others are feeling
- Helping to manage other's emotions so that they do not overwhelm
situations and their thinking capabilities
- Having the ability to create sincere and authentic relationships that
produce value and productivity
Having Emotional Intelligence prepares the support manager to
enable people to feel: - ANSWER - Valued
- Listened to
- Motivated
- Empowered
- Creative
- Safe
The three major components of Emotional Intelligence are: -
ANSWER 1. Self-awareness
2. Emotional Managements of
Self and Others
3. Emotional Connection
An emotional hijack is recognized by: - ANSWER - A change in facial
expression and or body language
- Vocal tones that become very loud, too soft, or diction can become
