HDI Support Center Director - Unit 1
Study Guide Exam Q’s and A’s
Explain how to demonstrate the characteristics of an effective leader - -
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 - -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 - -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 - -
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 - -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 - -
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
Study Guide Exam Q’s and A’s
Explain how to demonstrate the characteristics of an effective leader - -
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 - -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 - -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 - -
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 - -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 - -
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
