Course Outline

Course Agenda:
- Strategy Alignment
- Strategic Goal Setting
- Leadership Styles, Approaches and Assessment
- Organization Design
- Change Management
- Leadership Solution Providers
- Conclusions
- Course takes about 2/2.5 hours
- At the end of each Module there is a quiz
- After completing all modules there is a final online test to pass the course

Module 1 Strategy Alignment

Module Objectives:
Strategic alignment with the following learning objectives:
- How to understand the corporate business model
- Understanding the importance of customer recognition

Understanding the Corporate Business Model

Faculty: Catherine Gilmore
Dr. Jon discusses understanding of the corporate business model.

Understanding the Importance of Customer Recognition Part 1

Faculty:Dr. Jon Anton
Dr. Jon discusses the importance of customer recognition for strategy alignment and organizational leadership.

Understanding the Importance of Customer Recognition Part 2

Faculty:Dr. Jon Anton
Dr. Jon discusses the importance of customer recognition for strategy alignment and organizational leadership.

Module 2 Strategic Goal Setting

Module Objectives:
Strategic goal setting with the following learning objectives:
- How to set strategic goals for the call center
- Developing a five year plan

Strategy Setting for the Call Center

Faculty:Dr. Jon Anton
Dr. Jon discusses strategy setting for the call center.

Where Do We Want to Be Five Years from Now?

Faculty:Dr. Jon Anton
Dr. Jon discusses where we want to be five years from now for strategic goal setting.

Branding to the Company Infrastructure

Faculty:Dr. Jon Anton
Dr. Jon discusses branding to the company infrastructure for organizational leadership.

Module 3 Leadership Styles, Approaches, Assessment

Module Objectives:
Leadership styles, approaches, and assessment with the following learning objectives:
- Understanding leadership styles
- Developing leadership roles and approaches
- Assessing your own leadership style

Leadership Styles

Faculty:Dr. Richard Feinberg
Richard discusses leadership styles in the context of organizational leadership.

Leadership Roles and Approaches

Faculty: Catherine Gilmore
Dr. Jon Anton discusses leadership roles and approaches for organizational leadership.

Assessing Your Leadership Styles

Faculty:Dr. Jon Anton
Dr. Jon discusses assessing your leadership skills in the context of organizational leadership.

Module 4 Organization Design

Module Objectives:
Organization design with the following learning objectives:
- Organizational design criteria
- Understanding people, process, and technology

Organizational Design Criteria Part 1

Faculty:Dr. Jon Anton
Dr. Jon discusses organizational design criteria for organizational leadership.

Organizational Design Criteria Part 2

Faculty:Dr. Jon Anton
Dr. Jon discusses organizational design criteria for organizational leadership.

Understanding People, Process, and Technology

Faculty:Dr. Jon Anton
Dr. Jon discusses the understanding of people, process, and technology.

Module 5 Change Management

Module Objectives:
Change Management with the following learning objectives:
- Understanding the corporate culture
- Coping with group behavior
- Integrating with individual behavior
- Moving the people from the comfort of the status quo

Understanding the Corporate Culture Part 1

Faculty:Dr. Jon Anton
Dr. Jon discusses understanding the corporate culture for change management.

Understanding the Corporate Culture Part 2