HDI SUPPORT CENTER DIRECTOR -
UNIT 1 STUDY GUIDE
Explain how to demonstrate the characteristics of an effective leader - Correct Answers
-Vision/Strategy - Know how to successfully create and execute plans and create
organizational alignment
Communication - Maintain a positive perspective within teams, and delegate effectively.
Ask open-ended questions and practice active listening
Influence - Inspires and motivate others to do more than they think they can do.
Encourage and recognize team and individual accomplishments. provide incentives that
are challenging, yet attainable
Integrity - Be an example of honesty, consistency, and commitment in endeavors and
relationships. Practice and encourage fairness
Growth - Anticipate problems and initiate proactive change. Be a continuous learner
Emotional Intelligence - Emotionally intelligent leaders have the ability to connect with
others to improve performance, they understand themselves and how their reactions
impact their teams
Identify ways to reach optimized levels of performance - Correct Answers -Using
recognized organizational models and techniques to identify ways to improve
performance
-D.I.C.E. (Duration, Integrity, Commitment, Effort)
-Knowing-Doing Gap
-Six Sigma
_Kaizen
Conducting a SWOT analysis (strengths, weaknesses, opportunities, and threats) to
identify areas to leverage, improve, enhance, and manage
Implementing continual improvement programs
Developing programs that reward initiative
Setting goals that are realistic and achievable
, Benchmarking key performance indicators (KPIs) against those of similar organizations
Explain how to provide strategic direction to the support center - Correct Answers -
Making strategic decisions based on the goals and objectives of the organization
Aligning IT services to business processes
Working on the organization as opposed to working in the organization
Challenging the status quo when appropriate
Being innovative/creative in planning and problem-solving
Describe the differences between management and leadership - Correct Answers -
Management is effectively executing the organization's direction and goals.
Management activities include measuring customer satisfaction, monitoring team
performance, enforcing the rules of the organization, and planning daily tasks and
activities.
Leadership is creating direction according to the mission and vision of the organization.
Leadership activities include coaching, driving organizational change, and setting goals
and objectives.
Define Emotional Intelligence - Correct Answers -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 create sincere and authentic relationships that produce value and
productivity
Explain why Emotional Intelligence is important in an organization - Correct Answers -
Increase customers service and retention
Increase employee satisfaction and retention, thus lowering costs
Increase creativity and morale within an organization giving them the cutting edge
against their competitors
UNIT 1 STUDY GUIDE
Explain how to demonstrate the characteristics of an effective leader - Correct Answers
-Vision/Strategy - Know how to successfully create and execute plans and create
organizational alignment
Communication - Maintain a positive perspective within teams, and delegate effectively.
Ask open-ended questions and practice active listening
Influence - Inspires and motivate others to do more than they think they can do.
Encourage and recognize team and individual accomplishments. provide incentives that
are challenging, yet attainable
Integrity - Be an example of honesty, consistency, and commitment in endeavors and
relationships. Practice and encourage fairness
Growth - Anticipate problems and initiate proactive change. Be a continuous learner
Emotional Intelligence - Emotionally intelligent leaders have the ability to connect with
others to improve performance, they understand themselves and how their reactions
impact their teams
Identify ways to reach optimized levels of performance - Correct Answers -Using
recognized organizational models and techniques to identify ways to improve
performance
-D.I.C.E. (Duration, Integrity, Commitment, Effort)
-Knowing-Doing Gap
-Six Sigma
_Kaizen
Conducting a SWOT analysis (strengths, weaknesses, opportunities, and threats) to
identify areas to leverage, improve, enhance, and manage
Implementing continual improvement programs
Developing programs that reward initiative
Setting goals that are realistic and achievable
, Benchmarking key performance indicators (KPIs) against those of similar organizations
Explain how to provide strategic direction to the support center - Correct Answers -
Making strategic decisions based on the goals and objectives of the organization
Aligning IT services to business processes
Working on the organization as opposed to working in the organization
Challenging the status quo when appropriate
Being innovative/creative in planning and problem-solving
Describe the differences between management and leadership - Correct Answers -
Management is effectively executing the organization's direction and goals.
Management activities include measuring customer satisfaction, monitoring team
performance, enforcing the rules of the organization, and planning daily tasks and
activities.
Leadership is creating direction according to the mission and vision of the organization.
Leadership activities include coaching, driving organizational change, and setting goals
and objectives.
Define Emotional Intelligence - Correct Answers -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 create sincere and authentic relationships that produce value and
productivity
Explain why Emotional Intelligence is important in an organization - Correct Answers -
Increase customers service and retention
Increase employee satisfaction and retention, thus lowering costs
Increase creativity and morale within an organization giving them the cutting edge
against their competitors
