HDI SUPPORT CENTER MANAGER –
DEX WITH COMPLETE SOLUTIONS
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
Prepare for a presentation by: - ANSWER-- Defining the objective of your presentation
- Targeting the message to your audience
- Determining the best method for delivery
- Identifying visual aids
,- Providing supporting documentation
- Clearly summarizing key points
- Reviewing and practicing the presentation in advance
Obtain audience participation by: - ANSWER-- Knowing your audience and what
techniques are appropriate for your audience
- Asking questions designed to elicit a verbal response
- Giving the audience a mental picture for them to create
- Saying a word or phrase and have the audience repeat the word or phrase back to you
- Using both open- and close-ended questions
Characteristics of a successful project plan include: - ANSWER-- Activities and
resources are coordinated
- Communication plan is defined— good channels of communication between the
project team and the rest of the organization
- Stakeholders are identified
- Roles and responsibilities are defined
- Milestones and deliverables are identified
- Resources are identified for each task area
- Costs are estimated and tracked
- Time is available for resources to complete tasks appropriately
- Regularly scheduled project meetings/reviews are held
- Quality is defined and reported on
- Deliverables are clearly defined (i.e., what, when, where, why, to whom, and how)
Components of project management include: - ANSWER-- Developing acceptance
criteria that include frequently asked questions (FAQs), training needs, tool
requirements
- Requesting that new projects be weighed against the service level agreement (SLA) to
determine requirements and to understand the involvement, cost, and support needed
for successful implementation
- Determining resource requirements for the support team
- Determining additional support resources required to implement projects and gain buy-
in early
- Ensuring that other organizations or teams understand the importance of the project
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 staccato in form
- A person having trouble focusing on the conversation
- A full blown hijack can last up to 18 minutes
A hijack can be seen in four stages. - ANSWER-- A trigger, an event that correctly or
symbolically is perceived as a threat.
- A strong emotion.
- An automatic reaction, one that you regret later, after the feelings pass. This reaction
is usually inappropriate to the situation, and often has a negative effect on you, the
other person, or performance.
- Feelings of regret about your reaction. The fourth stage is the default behavior of fight,
flight, or freeze.
To reduce an emotional hijack: - ANSWER-- Give yourself or the other person time to
normalize (about 15 minutes)
- Consciously count to ten identifying ten items, such as ten songs, ten friends, ten
colors. This engages the thinking part of the brain, which disengages the emotional part.
- Breathe deeply to restore oxygen to the thinking part of the brain
- Ask questions to clarify what happened and understand the other person's intentions
and actions
Ways to become more self-aware include: - ANSWER-- Participating in a 360-degree
assessment of your strengths and weaknesses
- Having an accountability partner or coach who can help you identify patterns of
behavior that may need to change
- Keeping track of specific patterns that you fall into when reacting to difficult situations
To apply emotional self management: - ANSWER-- Use your accountability partner to
keep you on track
- Ask more questions when a difficult situation presents itself
DEX WITH COMPLETE SOLUTIONS
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
Prepare for a presentation by: - ANSWER-- Defining the objective of your presentation
- Targeting the message to your audience
- Determining the best method for delivery
- Identifying visual aids
,- Providing supporting documentation
- Clearly summarizing key points
- Reviewing and practicing the presentation in advance
Obtain audience participation by: - ANSWER-- Knowing your audience and what
techniques are appropriate for your audience
- Asking questions designed to elicit a verbal response
- Giving the audience a mental picture for them to create
- Saying a word or phrase and have the audience repeat the word or phrase back to you
- Using both open- and close-ended questions
Characteristics of a successful project plan include: - ANSWER-- Activities and
resources are coordinated
- Communication plan is defined— good channels of communication between the
project team and the rest of the organization
- Stakeholders are identified
- Roles and responsibilities are defined
- Milestones and deliverables are identified
- Resources are identified for each task area
- Costs are estimated and tracked
- Time is available for resources to complete tasks appropriately
- Regularly scheduled project meetings/reviews are held
- Quality is defined and reported on
- Deliverables are clearly defined (i.e., what, when, where, why, to whom, and how)
Components of project management include: - ANSWER-- Developing acceptance
criteria that include frequently asked questions (FAQs), training needs, tool
requirements
- Requesting that new projects be weighed against the service level agreement (SLA) to
determine requirements and to understand the involvement, cost, and support needed
for successful implementation
- Determining resource requirements for the support team
- Determining additional support resources required to implement projects and gain buy-
in early
- Ensuring that other organizations or teams understand the importance of the project
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 staccato in form
- A person having trouble focusing on the conversation
- A full blown hijack can last up to 18 minutes
A hijack can be seen in four stages. - ANSWER-- A trigger, an event that correctly or
symbolically is perceived as a threat.
- A strong emotion.
- An automatic reaction, one that you regret later, after the feelings pass. This reaction
is usually inappropriate to the situation, and often has a negative effect on you, the
other person, or performance.
- Feelings of regret about your reaction. The fourth stage is the default behavior of fight,
flight, or freeze.
To reduce an emotional hijack: - ANSWER-- Give yourself or the other person time to
normalize (about 15 minutes)
- Consciously count to ten identifying ten items, such as ten songs, ten friends, ten
colors. This engages the thinking part of the brain, which disengages the emotional part.
- Breathe deeply to restore oxygen to the thinking part of the brain
- Ask questions to clarify what happened and understand the other person's intentions
and actions
Ways to become more self-aware include: - ANSWER-- Participating in a 360-degree
assessment of your strengths and weaknesses
- Having an accountability partner or coach who can help you identify patterns of
behavior that may need to change
- Keeping track of specific patterns that you fall into when reacting to difficult situations
To apply emotional self management: - ANSWER-- Use your accountability partner to
keep you on track
- Ask more questions when a difficult situation presents itself
