Product Feature: Leadership Training
by Carmen P. Hidalgo

Exigency is defined as a “pressing or urgent situation.” Nothing could be more pressing or urgent in a call center than the need for good leaders. This is why, in keeping with a long tradition of answering the needs of its partners, John Clements is now offering Leadership Training Seminars.

“The idea for this seminar actually came about because of a phenomenon we noticed in the call centers,” says Mario Biscocho, Vice President and Managing Director of the Executive Search and Selection Division (ESSD) of John Clements. “With exigency and the need for rapid promotion, often call centers end up with team leaders and managers who lack soft skills.”

Soft skills, or behavioral skills, are skills which are essential to managing people. The John Clements Leadership Training Seminar focuses on these practical supervisory skills, such as: active listening, handling conflicts and difficult employees, correcting poor performance, motivating employees, and recognizing employee performance. The modules used in the seminar were created by renowned leadership speaker Manny Blas.

“We have already offered this seminar to one call center, with good feedback,” enthuses Mr. Biscocho. “The attendees were a combination of trainers and line managers.”

Although the seminar was developed primarily for call centers, it will be open to all. It lasts 3-4 days, and modules can be customized according to a company’s needs and situation. Topics such as problem-solving and decision-making, building confidence, and managing priorities can also be included.

On April 29-30, John Clements’ vice presidents and top managers received a taste of leadership training at the Manila Polo Club. Manny Blas conducted a two-day run of the leadership seminar for John Clements personnel. The seminar was a highly interactive, dynamic one, which used tools such as role-playing, audiovisual aids, and group activities to drive home one message: to be a good leader one must know how to manage people.

For John Clements—a company that relies on people and has built its great history through them—it was a valuable lesson to learn.

For more information on the John Clements Consultants, Inc. Leadership Training Seminar, please contact:

Executive Search and Selection Division
Units 903-904, 9/F, Antel 2000 Coroporate Center
121 Valero St., Salcedo Village
Makati City, Philippines
Telephone: (+632) 845-2002 to 03
Fax: (+632) 845-2106
Email: mabiscocho@johnclements.com