tech support 20

  • Subscribe to our RSS feed.
  • Twitter
  • StumbleUpon
  • Reddit
  • Facebook
  • Digg

Saturday, 13 February 2010

The Importance of Training (Part II) - Management Skills

Posted on 21:28 by Unknown
How important is it to ensure that your skills are up to date?  Assuming that you received your certification or degree several years ago, has the technology you are supporting changed?  Are the teams you are managing still using the same tools and resources they used to in the past?  

The one thing that is constant in this world of ours is that change is inevitable and universal.  This very much means that what you knew last week and last year is now obsolete. Just as it is important to ensure that your team is appropriately trained to support your customers and products, it is also essential that you are trained on the latest and greatest.

The Importance of Training

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel CompanyThink about it like this - in school a syllabus would change from year to year.  Regardless of the subject being taught, neearch and knowledge constantly advanced and grew and what the next batch of students were taught differed in a lesser or greater degree.  Now, it was fine in school as you were with your peers and everyone was being tested against the same standard - however in the real world, this just doesn't work.  Your peers are also your competition and whether they are inside your company or part of another company it is crucial that you maintain a current and relevant base of knowledge with regards to your companies products and services and how to best support them.  There is a constant need to get yourself trained and to upgrade your skills irrespective of your position in the company.

What most employees tend to forget is that while Senior Management are key instruments in providing direction and support to the entire company, they have not forgotten the importance of ongoing training and learning and this lesson needs to be realized at the middle Management level also.  The transition from an average Manager to a top tier Manager is gradual, but knowing the latest trends and information definitely play a factor in this.  This is obviously NOT just a matter of being able to spout the latest and greatest "buzz word" that is currently in vogue.  The only way to truly advance is to actually understand what you are talking about and to believe in its value and potential.  Being ISO certified is easy - understanding that ISO is NOT just paper-pushing which is the common misconception is something else altogether.Management

Someone just starting out on the Management track however needs to focus on soft skills.  Things like Team Work, Leadership, Dealing with Change, Time Management are all crucial skills that are useful for the young Manager and also show a demonstrable return for the company.  Once this base is in place additional training which is focused on industry and technology trends should be looked at and into with the focus being on advancing the Manager and department that he is responsible for.  
Management, Ninth EditionAs you gradually work your way up the ladder, this training becomes more theoretical in basis, however it will have an increased value to the organization as the scope of your responsibilities continue to increase.

A Manager at any level is well advised to keep abreast of the latest trends and information affecting his industry through the use of technical journals, trade publications, networking and even the Internet as a whole.  By speaking to customers and other managers in the industry further training and planning can be determined and while Managers today have less time then yesterday, the training if structured correctly can be useful and relevant and should be able to show an immediate impact to the organization.

It is key to remember to that training cannot be a single event and should be considered a constant - just like change - as that is the only way to stay in the running.
Email ThisBlogThis!Share to XShare to FacebookShare to Pinterest
Posted in Training | No comments
Newer Post Older Post Home

0 comments:

Post a Comment

Subscribe to: Post Comments (Atom)

Popular Posts

  • Money and Your Team
    As much as you'd like your team to work for free and to have the highest quality staff at the lowest possible prices ... it will never h...
  • Mind Mapping
    What is Mind Mapping ?  In its simplest form it is a technique whereby you use a diagram to represent words and ideas.  Linked to this are o...
  • Work Ethic and Today
    A famous quote from Thomas Edison reads -  Opportunity is missed by most people because it is dressed in overalls and looks like work. Thom...
  • The 80/20 Rule
    If you've been in Tech Support or Help Desks for any length of time - especially from a management perspective you'll be extremely f...
  • When does Customer Service End?
    Have you ever noticed that the small entrepreneur will go that extra mile, while the big businesses don't bother?  I guess the easiest e...
  • Conducting an effective Job Search
    Its easy to make a mistake when searching for a job, unfortunately by doing so you are  adversely  impacting your ability to find that role ...
  • Getting the job
    OK, alot of my previous posts have stressed the importance of networking and CV reviews with regards to getting that next role.  What lots o...
  • Managing Technical Teams
    Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than you are - which to ...
  • Choosing what to measure
    An old business axiom says, “You can’t control what you don’t measure.” As a result, nearly everything in business is measured, tracked, mon...
  • Happy Customers vs. Satisfied Customers
      Choosing your customer - if you had a choice, would you pick a satisfied customer or a happy customer?  Well, first you need to understan...

Categories

  • 80/20 rule
  • Alarm
  • Behavior
  • Blog Link
  • blurbs
  • BMod
  • Business Planning
  • Customer Complaints
  • Customer Satisfaction
  • Distress
  • Erlang 'C'
  • Eustress
  • Exhaustion
  • FCR
  • forum posts
  • Funny
  • general
  • General Adaptive Syndrome
  • Helpdesk
  • Hiring
  • Incident Management
  • ITIL
  • Job Boards
  • Job Search
  • KPI
  • Language
  • Leadership
  • LinkedIn
  • Management
  • Matrix Management
  • Money
  • Morale
  • Motivation
  • Myers-Briggs
  • Networking
  • News
  • Organizational Behavior
  • Organizational Development
  • Outsourcing
  • Performance Appraisal
  • PIP
  • Planning
  • Prince2
  • Problem Management
  • Project Management
  • Quality
  • Reading Material
  • Recruiters
  • Resistance
  • Schedule Adherence
  • Service
  • Six Sigma
  • Skill Based Routing
  • SLA
  • Software
  • Staff
  • Stress
  • Stress and Well Being
  • Teams
  • Time Management
  • Tools
  • Training
  • Websites

Blog Archive

  • ►  2013 (8)
    • ►  November (1)
    • ►  May (4)
    • ►  March (1)
    • ►  February (1)
    • ►  January (1)
  • ►  2011 (4)
    • ►  August (2)
    • ►  June (1)
    • ►  January (1)
  • ▼  2010 (36)
    • ►  November (1)
    • ►  October (3)
    • ►  September (1)
    • ►  August (1)
    • ►  June (1)
    • ►  May (4)
    • ►  April (6)
    • ►  March (4)
    • ▼  February (6)
      • Reading Material III
      • How do you measure First Call Resolution?
      • Play to your strengths! - The Question of Outsourc...
      • The Importance of Training (Part II) - Management ...
      • Play to your strengths! - The Question of Outsourc...
      • Play to your strengths! - The Question of Outsourcing
    • ►  January (9)
  • ►  2009 (6)
    • ►  December (2)
    • ►  October (1)
    • ►  August (1)
    • ►  April (1)
    • ►  January (1)
  • ►  2008 (10)
    • ►  August (1)
    • ►  July (1)
    • ►  June (1)
    • ►  February (3)
    • ►  January (4)
  • ►  2007 (5)
    • ►  December (3)
    • ►  November (2)
Powered by Blogger.

About Me

Unknown
View my complete profile