Collector - November 2020 - 36

BUSINESSOPERATIONS

Making Leaders
How to use a leadership development plan to build people up.
By Michael Lamm

B

efore Vince Lombardi became the
name given to the annual NFL
Super Bowl trophy, he offered the
following advice while leading the Green
Bay Packers to the first two Super Bowl
championships:
"Leaders are made, they are not born."
To help young people working in your call
center or collection agency acquire the skills
needed to help lead your company into the
future, an important first step is to develop a
personal leadership development plan.

GETTING STARTED
Begin by creating an outline for select
positions. For example, the person
may be a call center operator who
exhibits the potential to someday
fill an executive position in your
organization. List that person's current
roles and responsibilities.
Next, identify leadership development
goals you have for that position and
person. One leadership development goal
may be improved communication skills.
It could also be improved financial or
problem-solving skills. Whatever the
goal, this is the first place to start in
figuring out what you want this individual
to improve upon.

CONDUCT AN ANALYSIS
Not everyone working at your company is a
leader. If this were the case, no one would be
available to actually do the work. Get to know
your employees so you will be able to identify
the rock stars who will be your future leaders.
Develop an action plan by:
1.	Determining your future leaders' top
strengths; for example, people skills,
logistics or problem solving.
2.	Identifying their top weaknesses. These
are their development needs. This is
where you need to work.

36

This is just the beginning, and you
must go beyond listing and identifying
development needs by focusing on a plan for
improvement. Determine how to build better
skills for your future leaders and resolve
these needs through role-playing, education
and other leadership-building measures.
Get coffee or take a walk to discuss
how important your future leader is to the
organization. Under these circumstances,
they are likely to be more receptive to
your suggestions.
Then, show your future leader you care
by reinforcing your desire to help them
grow in your company.
What sets amazing companies apart from
not-so-amazing companies is the fact they

help their staff to get better at what they do
every day.

WRITE IT DOWN
Taking the time to list the steps to achieve
developmental milestones will lead to
positive, successful outcomes.
Once you have your leadership
development plans in place, update the
documents on a quarterly basis.
These quarterly meetings should
complement the annual review process.
You will lose momentum and miss goals
if plans are updated only once a year.
With quarterly updates, you can see
how your future leader is progressing
on the leadership development plan

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector - November 2020

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