ABSTRACT
This chapter provides ideas for training leaders in the organization. Training leaders is an important part of a customer service initiative. Leadership training can help set the tone for creating organizational support for training at all levels. Strategic planning involves many individuals in an organization. It is a comprehensive task. It may be beneficial to do a strategic plan as part of training for higher level leaders. One method of strategic planning is to use the questions for brainstorming, and then develop a strength, weakness, opportunity, and threat analysis of the organization. Many executives need to practise the skills that frontline employees need. Hope for making things better, for succeeding and for making a difference in an organization are powerful motivators. Motivation factors prompt employees to do a better job and to improve productivity. Achievement and recognition are strong motivators. The chapter discusses the ways that managers can help increase the harmony and productivity of staff.
