HDI SUPPORT CENTER MANAGER
QUESTIONS AND ANSWERS 100%
CORRECT
1.1 Leadership - Characteristics of an Effective Leader
Pg. 8-6 - ANSWER-Manage Operations Effectively
Employ and Practice Emotional Intelligence
Communicate Well and Often
Influence, Motivate, and Lead Others
Practice Integrity and Service Ethics
Initiate Growth in Self and Others
1.1.2 Leadership - Ways to reach optimized levels of performance
Pg. 8-7 - ANSWER-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.
Implement continual improvement programs
Develop programs that reward initiative
Setting goals that are realistic and achievable
Benchmark KPI's against those of similar organizations
1.1.3 Leadership-How to provide tactical direction to the support team
Pg. 8-8 - ANSWER-Make tactical decisions based on the strategic goals an objectives
of the organization.
Be innovative and creative in planning & problem solving
Schedule weekly meetings with the team to review issues & changes
Keep the team appraised of the top ten incidents & service requests & their solutions
Meet individually with team members to clarify their goals & hold them accountable
, 1.1.4 Leadership-Importance of displaying confidence
Pg. 8-8 - ANSWER-Removes doubts about competency
Establishes credibility
Encourages communication
Fosters rapport
1.1.18 Leadership-Explain the Principles of Delegation - 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
1.1.9 Leadership-Identify the reasons for delegation - ANSWER-Making time available
to think more strategically and less focused on operations
Growing the team's ability to think critically and solve problems on their own
1.2.1 Leadership-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.
1.2.2 Leadership-Identify techniques to manage your work life - 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 was
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
QUESTIONS AND ANSWERS 100%
CORRECT
1.1 Leadership - Characteristics of an Effective Leader
Pg. 8-6 - ANSWER-Manage Operations Effectively
Employ and Practice Emotional Intelligence
Communicate Well and Often
Influence, Motivate, and Lead Others
Practice Integrity and Service Ethics
Initiate Growth in Self and Others
1.1.2 Leadership - Ways to reach optimized levels of performance
Pg. 8-7 - ANSWER-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.
Implement continual improvement programs
Develop programs that reward initiative
Setting goals that are realistic and achievable
Benchmark KPI's against those of similar organizations
1.1.3 Leadership-How to provide tactical direction to the support team
Pg. 8-8 - ANSWER-Make tactical decisions based on the strategic goals an objectives
of the organization.
Be innovative and creative in planning & problem solving
Schedule weekly meetings with the team to review issues & changes
Keep the team appraised of the top ten incidents & service requests & their solutions
Meet individually with team members to clarify their goals & hold them accountable
, 1.1.4 Leadership-Importance of displaying confidence
Pg. 8-8 - ANSWER-Removes doubts about competency
Establishes credibility
Encourages communication
Fosters rapport
1.1.18 Leadership-Explain the Principles of Delegation - 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
1.1.9 Leadership-Identify the reasons for delegation - ANSWER-Making time available
to think more strategically and less focused on operations
Growing the team's ability to think critically and solve problems on their own
1.2.1 Leadership-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.
1.2.2 Leadership-Identify techniques to manage your work life - 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 was
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
