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How to Build a Better Network of Peer Relationships

Let's Grow Leaders

Whenever anyone asks me what leadership lessons I wished I’d learned sooner, I always have the same response. He was my technical expert— he knew everything about the network and call center operations. But don’t overlook the importance of a network of strong peer relationships. An Encourager. A Challenger.

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Build Your Own Competency Model- A Team Exercise

Let's Grow Leaders

I’ve spearheaded many such initiatives over the years, including the modeling of all the leadership jobs that were used in merger selection of the executive team. call center directors, team leaders). Here’s what such an informal competency could look like in the call center director world. An Example.

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What is Strategic Leadership?

Lead on Purpose

Throughout the ages, leaders and followers alike have wondered whether the process of leadership depends on inborn traits or whether it can be taught. Still, some people who strive for leadership never quite achieve it. Leadership skills can be taught. What is different about strategic leadership?

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When Leadership Is Just Sucking It Up And Doing The Right Thing

Terry Starbucker

This is another installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership”. This excerpt tells two very contrasting stories about a job of leadership that is never, ever, easy – having to let people go. We needed a central call center. It was not a good memory.

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How I Discovered My Leadership Secret Weapon

Terry Starbucker

Note: This is the 4rd installment of excerpts from my book manuscript of “More Human: A Journey To The Heart Of Great Leadership”. . It was a marker I could meaningfully connect to a higher purpose of employee happiness -one of the key principles of More Human Leadership. Failing the Supermarket Test. It was on the record.

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More Human: My Journey To The Heart Of Great Leadership (Part 1)

Terry Starbucker

Leadership is one of my life’s great passions – and I’m pleased to share with you my journey (in three parts in 3 weeks) to what I consider to be the heart of great More Human leadership – the success trifecta. Along the way I learned SO many things about leadership, because I had the honor of actually DOING it.

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Putting your Employees First in the Hybrid World

Decker Communication

While I loved all my roles, one in particular really helped me grow as a leader — managing a call center in financial services. The energy in a call center is incredible. Did we set norms on how our team would operate? Take a moment to revisit the call center, reimagined for the hybrid world.