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June 2011 - Posts

Identifying the Roles Managers Play

Mintzberg's Management Roles:   As a manager, you probably fulfill many different roles every day.Which roles do you play most often?© iStockphoto/mstay For instance, as well as leading your team, you might find yourself resolving a conflict,
posted by JerryJohn | 0 Comments

Developing In-Depth Knowledge

Building Expertise From the doctors who look after our health to successful engineers and effective leaders, expertise is all around us. Many of us have some level of expertise - we couldn't do our jobs if we didn't! But how many of us can say that we're
posted by JerryJohn | 0 Comments

Identifying What Needs to be Done

Gap Analysis Imagine that you've just been asked to improve call-handling in your organization's contact center. You already have some possible solutions in mind; however, before you choose a best solution, you need to identify what needs to be done to
posted by JerryJohn | 0 Comments