HDI Support Center Director - Unit 1 Study
Guide
Explain how to demonstrate the characteristics of an effective leader - ANS-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 - ANS-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 - ANS-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 - ANS-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 - ANS-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 - ANS-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
Define the type of exceptional leaders that people want to follow and support
Identify the three major components of Emotional Intelligence - ANS-Self-awareness
Emotional Managements of Self and Others
Guide
Explain how to demonstrate the characteristics of an effective leader - ANS-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 - ANS-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 - ANS-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 - ANS-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 - ANS-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 - ANS-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
Define the type of exceptional leaders that people want to follow and support
Identify the three major components of Emotional Intelligence - ANS-Self-awareness
Emotional Managements of Self and Others
