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I was excited to get an invitation to speak at the HDI Brazil conference in São Paulo Brazil. This picture is from my keynote presentation on High Impact Leadership. The keynote session went well, and I included some extra slides to show my long-standing relationship with the culture and country.
One of the most significant things as a speaker is the friendships and companions I am fortunate to meet along the way. This picture is of my Mum and Malcolm while we were out site seeing. The two were quite the pair.
I was also fortunate to be invited into the home of our host, Luiz Couto. Here is a picture from our visit to his house.
In addition to the keynote presentation, I facilitated a roundtable discussion on Future Trends in the Support Industry, and I taught a pre-conference workshop on Best Practices in Motivating, Training and Retaining CSRs.
High Impact Leadership (Keynote)
Why do some IT teams flourish, consistently exceeding goals, and others flounder, often falling short of the projected expectations? The teams use the same tools, draw from the same employee pool, deploy the same processes, and serve the same customers, yet some teams consistently produce lower employee turnover and higher customer value. Why?
All too often in our industry, we are given tools to ‘manage’ our staff, yet very little training is offered to help us ‘lead’ our staff. Whatever your type of environment, this session will be informative, entertaining and motivating. It is time for you to look at how you lead, tap into your core values and strengths and lead your team and your organization to a higher level of performance and success. The session covers five fundamental concepts of high impact leadership:
- Know your own voice
- Inspire a shared vision
- Challenge the process
- Empower others to act
- Encourage the heart
This presentation is a highly interactive session that will challenge your beliefs and tap into your inner strengths.
Best Practices in Motivating, Training and Retaining CSRs (Workshop)
Eight of the ten top reasons for employee retention, as reported in the Employee Motivation Survey from GoalManager.com, are in your control. As a manager, it is your responsibility to learn how to successfully motivate your staff. Your job is to find ways to monitor performance, measure employee’s success, reward, train and the end result, retain your staff.
Best practices provide a roadmap on how to attain employee motivation and reduce turnover. But what are best practices and how can you apply them to meet the needs of your environment? In this workshop, we will provide you with a best practice roadmap that demonstrates how all the critical elements of “human asset management” fit together and work.
Watch the introduction video of my live keynote from Brazil: