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Front-line Leadership Academy

dell_logoSITUATION / NEED

Dell engaged Goal Success to design and implement a leadership program for its global population of 4,000 Front-line leaders. From customized content to a rigorous train-the-trainer process, the program has been rolled out 15 countries in three languages. The program continues to be one of Dell’s flagship offerings and has been featured in The Wall Street Journal, gaining notoriety for Dell’s commitment to, and recognition as to the importance of, their Front-line leader population.

OUTCOMES AND BENEFITS

This intensive multi-day initiative:

  • Empowers leaders to build critical skills
  • Gives them practical tools to develop those skills
  • Provides them with ample opportunities to practice and receive developmental feedback for improvement

Participants gain hands-on experience to:

  • Understand skills and characteristics expected of Front-line managers
  • Develop increased self awareness and understanding of how others may perceive you
  • Better appreciate and leverage individual differences
  • Share best practices and learn from peers
  • Build and expand networks within the organization
  • Develop active listening and developmental feedback skills
  • Learn new methods of motivating, recognizing, and rewarding our teams while driving for results
  • Learn skills to better prioritize important tasks and to manage to those priorities
  • Develop skills for having effective 1×1 conversations related to performance and behavioral issues, ranging from developmental conversations to progressive discipline
  • Gain insight into the different conflict modes and develop skills for handling conflict with employees, peers, and superiors
  • Gain a clearer understanding of the requirements to grow your career
  • Create a personal development plan

CONTENT HIGHLIGHTS

  • Multiple opportunities to leverage DVD-recording and playback/feedback of critical skills practice opportunities
  • Self-assessment instruments to raise self-awareness and highlight critical differences in personality and preferences
  • Senior leader engagement and participation through round-table and panel discussions
  • Custom experiential activities to simulate real Dell Front-line manager challenges and opportunities

CUSTOMIZATION

  • Environment and Industry: Originally created for the Dell Operations America’s manufacturing group, it was modified for the technical support, call centers, and sales groups, and ultimately modified to be a  global core leadership offering
  • Population: Front-line managers across the globe. Regional adjustments were made to reflect differences in local culture and business practices
  • Instruments and Assessments: Myers-Briggs Type Indicator, Thomas-Kilmann Conflict Mode Instrument we used
  • Skills practice: Delivering feedback; Conducting 1×1 developmental conversations; managing conflict; conducting difficult conversations
  • Hands-on Learning: Experiential activities engineered to reflect the real world challenges faced by business segments
  • Delivery Support: Train-the-trainer and facilitation materials, including detailed facilitation guides and DVDs