We have been discussing how organisations, and particularly contact centres, should develop new leaders given the importance of front-line and team leaders in any operation.
A key part of any leadership development strategy is that senior management support it and show they support it. John Adair makes the following point:
‘Where the top strategic leader is not involved in or committed to the work of developing leadership, in my experience, you may as well forget it.’
Senior managers must play an active part to make the strategy work. Continue reading