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Developing Emotional Intelligence and Strategic Leadership in IT Support Centers, Exams of Computer Science

A comprehensive guide for it support center directors on developing essential leadership skills and strategies to drive organizational success. It delves into the importance of emotional intelligence, continuous learning, and proactive problem-solving. The guide covers topics such as implementing performance improvement programs, aligning it services with business objectives, and effectively communicating and motivating teams. It also explores the differences between management and leadership, and how to apply emotional intelligence principles to enhance customer service, employee satisfaction, and overall organizational competitiveness. The document offers practical insights and actionable steps for it support center leaders to foster a culture of excellence, innovation, and continuous improvement within their teams and the broader organization.

Typology: Exams

2024/2025

Available from 09/13/2024

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HDI Support Center Director - Unit 1
Study Guide
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
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
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HDI Support Center Director - Unit 1

Study Guide

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 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 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

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 Identify the three major components of Emotional Intelligence - ✔✔Self- awareness Emotional Managements of Self and Others Emotional Connection Describe emotional hijack - ✔✔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 hijack can be seen in four stages. The fourth stage being default behavior of fight, flight, or freeze

A full blow hijack can last up to 18 minutes Describe the four stages of an emotional hijack - ✔✔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 Recognize intention versus impact - ✔✔As a leader it is important to understand that your words, actions, and body language may have an effect that you did not intend them to have. Understanding your intention vs. how you are impacting other is of utmost importance as you grow as a leader Identify ways to apply Self-awareness - ✔✔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

Manage the situation as soon as possible without letting too much time pass Be authentic and responsive Identify reason to increase Emotional Connection competencies - ✔✔See a change in how people approach you and communicate with you See an increase in productivity, efficiency, and effectiveness Create a team that is synergistic and concerned about everything that happens within the department Describe the role of the support center in the organization - ✔✔Serves as the single-point-of-contact (SPOC) for the end users and the business Deals with all incidents and service requests Executes the Incident Management and Request Fulfillment processes Communicates with users in terms of providing information, advice, and guidance Explain the value of the support center to the organization - ✔✔Improved customer service satisfaction Increased accessibility through a single operational point of contact

Improved teamwork and communication Enhanced focus and a proactive approach to service provisioning Reduced negative impact on the business through Incident Management, Request Fulfillment, and Access Management processes Improved usage of IT support resources and increased productivity of business personnel