Design a training and briefing approach that sustains competence in servant leadership and customer focus.
Servant Leadership and Customer Focus
Build a working method for servant leadership and customer focus that stands up to scrutiny and survives daily pressure.
📍 Istanbul🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Managers are promoted for competence and then judged on servant leadership and customer focus, which nobody trained them for. The hardest part of customer focus is rarely deciding — it is holding the decision when it becomes unpopular. Participants gain a clear basis for measuring what this aspect of organisational leadership has actually achieved. The version of servant leadership and customer focus described in the manual and the version practised on the floor tend to diverge over time. Field experience suggests that the barrier to better the practice within organisational leadership is rarely technical. The course covers customer focus at the level of detail needed to act, and stops there. Participants come from operational and oversight roles, and both perspectives on servant leadership and customer focus are used deliberately. Each session closes with a decision the participant must justify about customer focus in their own setting. Participants finish with a short, specific brief on this area of organisational leadership ready to put in front of a decision maker.
Expected Learning Outcomes
Review your own performance on customer focus as rigorously as you review others'.
Translate servant leadership and customer focus into objectives each person can see themselves in.
Resolve conflict about customer focus without leaving residue.
Assign clear ownership for each element of servant leadership and customer focus across the functions involved.
Develop successors capable of running customer focus without you.
Integrate servant leadership and customer focus into existing management routines rather than running it separately.
Who Should Attend
Consultants coaching leadership teams on servant leadership and customer focus.
Staff seconded into improvement work on customer focus.
Managers of geographically distributed teams handling servant leadership and customer focus.
Newly promoted managers taking on customer focus for the first time.
Procurement and contracting staff whose agreements set obligations around servant leadership and customer focus.
Department heads and senior managers accountable for customer focus.
Course Modules
Servant leadership and customer focus: deciding under pressure and incomplete information
2 sessions · 8 pointsSession 1Deciding on servant leadership and customer focus when the information will never be complete
- Recognise publicly one person whose work on servant leadership and customer focus went unnoticed.
- Set the review point at which customer focus will be reconsidered.
- Verify six months later that changes to servant leadership and customer focus have held.
- Decide the point at which you would escalate customer focus.
Session 2Holding the line on customer focus when it costs you
- Confirm that those complying with servant leadership and customer focus understand why it exists.
- Name the person accountable for each part of customer focus, not the committee.
- Set out the decisions in servant leadership and customer focus that require sign-off and by whom.
- Write down the reasoning behind your position on customer focus.
Customer focus: resilience and the personal cost of leading
2 sessions · 8 pointsSession 1What to measure in customer focus and what to ignore
- Identify where judgement in servant leadership and customer focus is legitimate and where it is not.
- Prepare how you will respond when customer focus is challenged publicly.
- Record what was learned when servant leadership and customer focus did not go as planned.
- Confirm that the people affected by customer focus heard it from you first.
Session 2Testing customer focus before relying on it
- Identify the conversation about servant leadership and customer focus you have been postponing, and schedule it.
- Record the rationale for each significant choice made about customer focus.
- State the outcome expected from servant leadership and customer focus in a single sentence anyone can repeat.
- Establish what evidence demonstrates customer focus is under control.
Customer focus: influence across functions you do not control
2 sessions · 8 pointsSession 1Saying the thing about customer focus that nobody wants to say
- Close out actions on servant leadership and customer focus rather than leaving them open indefinitely.
- Identify your successor for customer focus and the gap they need to close.
- Give one piece of specific feedback on servant leadership and customer focus within the week.
- Set out how exceptions to customer focus are requested and approved.
Session 2Applying the standard on servant leadership and customer focus to your best performer
- Identify which function can quietly block servant leadership and customer focus and address it directly.
- Check that records of customer focus answer the questions likely to be asked.
- Agree the indicators that will show whether servant leadership and customer focus is improving.
- Review a past decision on customer focus and state honestly what you would change.
Customer focus: measuring whether leadership actually changed anything
2 sessions · 8 pointsSession 1The cost of customer focus and how to present it
- Test the procedure for servant leadership and customer focus against a realistic scenario.
- Compare the cost of customer focus with the cost of its absence.
- Draft the minimum viable leadership plan for servant leadership and customer focus.
- Arrange the handover of customer focus so capability survives staff changes.
Session 2Recovering after a visible mistake on customer focus
- Test whether the team can explain servant leadership and customer focus in their own words.
- Decide what you will delegate on customer focus and what you will not, and say why.
- Identify single points of dependency in servant leadership and customer focus and reduce them.
- Ask the team what they think is wrong with the plan for customer focus.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
We will contact you within one business day to confirm.