Frontline Leadership Program
Module List

Below is a course outline for the unique and powerful CSA Frontline Leadership Program (FLP)™ designed specifically for frontline supervisors in a call center environment. Your supervisors will get exposure to relevant content, work on team issues and dynamics in the learning process, and have a coach to personally facilitate individual and team success.

Current supervisory teams of 12-16 will meet on a monthly basis. Each month an additional leadership aspect and application will be taught in a traditional classroom setting. The facilitator will also be available to each member of the team for a two hour monthly coaching session. Between the group learning together and the personalized attention, the team will become a high functioning work team. The 1st and 12th modules are full day sessions. Modules 2-11 are designed for four hours.

This program offers each individual participant a total of 56 learning hours and 20 personal coaching hours in the course of the annual program.

Program Benefits

		Modules are relevant to supervisory success
		Learning occurs with functional team
		Individual coaching helps support knowledge transfer and personalized attention to areas of improvement
		The program success is measurable by a pre and post coaching assessment
		Ease of program allows learning with minimal productivity impact
		Action learning is at the heart of the program so that current issues facing the team can be processed by a talented facilitator
		One-to-one coaching expedites transfer of learning

The core FLP™ modules

		Excellence in Management
		Workplace Diversity
		Communication & Listening Skills
		Wisdom of Teams - Leveraging Teams for Success
		Performance Management - Maximizing Individual Contribution
		The Five Shades of Coaching
		Contact and Core Skills - Coaching Fundamentals
		Fierce Conversations - Confronting & Challenging Skills
		Effective Feedback Strategies
		Manage, Mentor & Motivate
		Managing Change
		Putting All the Pieces Together - Integrating the Learning

These modules can be interchanged and customized to mirror your organizations' leadership competencies.

The cost of the program includes all materials, assessments, and copy.

CSA Frontline Leadership Model Costs - Please call
(12-16 Participants Recommended)

This program can be invoiced quarterly.

The program cost does not include food/beverage or facility costs.

*It is recommended that the kick-off and closing sessions be held off site at a retreat/conference center.