HDI Desktop Support Manager Standards
"1.1.1
Identify the characteristics of an effective leader." - (correct answer) -"An effective leader:
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• Leads by example
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• Motivates others
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• Encourages participation, creative thinking, and initiative
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• Demonstrates a positive attitude
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• Practices active listening skills
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• Displays ethical behavior
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1.1.2
Identify ways to reach optimized levels of performance." - (correct answer) -"Reach optimized levels of
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performance by:
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.. Using recognized organizational models and techniques to identify ways to improve performance
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- D.I.C.E. (Duration, Integrity, Commitment, Effort)
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- Knowing-Doing Gap Six Sigma
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- Kaizen
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.. Conducting a SWOT analysis (strengths,
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weaknesses, opportunities, and threats) to identify areas to leverage, improve, enhance, and manage
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.. Implementing continual
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improvement programs yi
• Developing programs that reward initiative
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• Setting goals that are realistic and achievable
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.. Benchmarking key performance indicators (KPls)
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against those of similar organizations"
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1.1.3
Explain how to provide tactical direction to the desktop support team." - (correct answer) -"Provide
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tactical direction to the desktop support team by:
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• Making tactical decisions based on the strategic goals and objectives of the organization
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• Being innovative and creative in planning and problem-solving
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• Scheduling weekly meetings with the team to review issues and changes
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• Keeping the team appraised of the top ten incidents and service requests and their solutions
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• Meeting individually with team members to clarify their goals and hold them accountable"
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"1.1.4
Explain the importance of displaying confidence." - (correct answer) -"Displaying confidence:
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• Removes doubts about competency
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• Establishes credibility
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• Encourages communication
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• Fosters rapport"
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1.1.5
Describe the differences between management and leadership." - (correct answer) -"Management is
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effectively executing the organizat ion 1 s direction and goals. Management
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activities include measuring customer satisfaction, monitoring team performance, enforcing the rules
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of the organization, and planning daily tasks and activities.
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Leadership is creating direction according to the mission and vision of the organization. Leadership
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, activities include coaching, driving organizational change, and setting goals and objectives."
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1.1.6
Identify ways to provide direction and focus under ambiguous
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or chaotic circumstances." - (correct answer) -"Provide direction and focus under ambiguous or chaotic
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circumstances by:
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.. Creating a communication hub so that people
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can get accurate information
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.. Empathizing with team members and leveraging your presence to help provide clarity
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.. Creating an environment in which team members
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can experience a sense of continuity and ownership in their work"
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1.1.7 - (correct answer) -"Identify up and coming leaders by:
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• Seeking those with an outstanding work ethic
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• Seeking those who have proven to be trustworthy in the past
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• Looking for effective verbal and written communicators
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.. Finding people who are sincerely concerned
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about the business and how the team functions, not those who are seeking only promotion
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.. Seeking those with developed critical thinking
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skills, those who come to you with problems and possible solutions"
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Explain how to yi yi yi
identify up and yi yi yi
coming leaders. yi
1.1.8
Explain the principles of delegation." - (correct answer) -"The principles of delegation include:
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• Creating trust with the team
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• Articulating delivery time frames and expectations for assignments
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• Ensuring the person assigned the task has the authority, skills, and ability to complete the task
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• Providing support and training as necessary
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• Getting an agreement on expectations
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• Allowing one to accomplish the task without specifying detailed process requirements"
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1.1.9
Identify the reasons for delegation." - (correct answer) -"Reasons for delegating include:
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• Making time available to think more strategically and be less focused
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on operations
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• Growing the team's ability to think critically and solve problems on
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their own" yi
1.2.1
Explain how to build relationships with senior management and other department heads." - (correct
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answer) -"In order to build relationships with senior management and other department heads:
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• Actively seek out senior management to talk about support services
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• Proactively volunteer to participate on steering committees, project teams, and strategic planning
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sessions to provide the customer and
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support organization perspective" yi yi
1.2.2
Identify techniques to manage your work life." - (correct answer) -"Techniques for managing your work
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life include:
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.. Being on time or early with every assignment or meeting
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• Always approaching your manager with solutions, not problems
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.. Trusting your manager-accepting you may not
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understand why a specific decision is made yi yi yi yi yi yi
.. Increasing your problem solving and critical thinking skills by taking good physical care of yourself
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, (e.g., sleep, exercise, eating healthy, etc.)
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.. Acknowledging those around you for their
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dedication
.. Identifying ways to assist your manager with new projects to build your manager's trust in you"
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1.3.1
Define Emotional Intelligence." - (correct answer) -"Emotional Intelligence is:
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• Having the ability to recognize and know what emotions you are feeling
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• Managing your emotions so that they do not overwhelm situations and your thinking capabilities
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• Being able to recognize the emotions that others are feeling
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• Helping to manage other's emotions so that they do not overwhelm situations and their
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thinking capabilities yi
.. Having the ability to create sincere and authentic relationships that produce value and productivity"
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1.3.2
Explain why Emotional Intelligence is important in the desktop manager role." - (correct answer)
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-"Having Emotional Intelligence prepares the desktop support manager to enable people
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to feel: yi
• Valued
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• Listened to
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• Motivated
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• Empowered
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• Creative
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• Safe"
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1.3.3
Explain the major components yi yi yi
of Emotional Intelligence." - (correct answer) -"The major components of Emotional Intelligence are:
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• Self-awareness
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• Emotional Managements of Self and Others
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• Emotional Connection"
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1.3.4
Describe emotional hijack." - (correct answer) -"An emotional hijack is recognized by:
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• A change in facial expression and or body language
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• Vocal tones that become very loud, too soft, or diction can become staccato in form
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• A person having trouble focusing on the conversation
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• A hijack can be seen in four stages. The fourth stage being default behavior of fight, flight, or freeze
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• A full blown hijack can last up to 18 minutes"
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1.3.5
Describe the four stages of an yi yi yi yi yi
emotional hijack." - (correct answer) -"A hijack can be seen in four stages:
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.. A trigger, an event that correctly or symbolically is perceived as a threat
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• A strong emotion
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.. An automatic reaction, one that you regret later,
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after the feelings pass. This reaction is usually inappropriate to the situation, and often has a negative
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effect on you, the other person, or performance
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.. Feelings of regret about your reaction. The
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fourth stage is the default behavior of fight, flight, or freeze"
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1.3.6
Identify ways to reduce an Emotional Hijack." - (correct answer) -"To reduce an emotional hijack:
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• Give yourself or the other person time to normalize (about 15 minutes)
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• Consciously count to ten identifying ten items, such as ten songs, ten friends, ten colors. This
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engages the thinking part of the brain, which
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, disengages the emotional part. yi yi yi
• Breathe deeply to restore oxygen to the thinking part of the brain
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• Ask questions to clarify what happened and understand the other person's intentions and actions"
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1.3.7
Identify ways to apply Self- awareness." - (correct answer) -"Ways to become more self-aware include:
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• Participating in a 360-degree assessment of your strengths and weaknesses
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• Having an accountability partner or coach who can help you identify patterns of behavior that may
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need to change
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• Keeping track of specific patterns that you fall into when reacting to difficult situation"
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1.3.8
Identify ways to apply Emotional Management of self and others." - (correct answer) -"To apply self
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management:
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• Use your accountability partner to keep you on track
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• Ask more questions when a difficult situation presents itself
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• Avoid having meetings when you are either hungry or tired
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To apply emotional management to others:
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• Learn to see what others are truly feeling
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• Aid others by listening attentively to their needs and emotions
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• Ask them how they would resolve situations, rather than telling them what they should do"
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1.3.9
Identify ways to apply Emotional Connection Competencies." - (correct answer) -"To apply emotional
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connection competencies:
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• Learn that communication is a tool between two or more people
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• Understand that people are not human doings, but human beings
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• Spend time with your people and get to know what motivates and
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drives them" yi
1.4.1
Explain the principles of negotiation." - (correct answer) -"The principles of negotiation include:
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.. Determining the underlying need - separating the person from the problem
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.. Practicing active listening - seeking to
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understand the situation from everyone's perspective yi yi yi yi yi
"" Soliciting participation from all parties
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"" Suggesting a solution/compromise that is acceptable to all parties (win-win solutions)
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• Setting objective criteria to measure results"
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1.4.2
Identify characteristics of a good negotiator." - (correct answer) -"Characteristics of a good negotiator
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include:
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• Developing well-planned and realistic commitments
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.. Solving problems and identifying multiple
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solutions
• Explaining concerns about each participant's ideas
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"" Asking for examples and clarification when necessary
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• Striving to understand differences from all points of view
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• Following through on commitments and communicating issues
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• Demonstrating active listening skills
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• Being emotionally aware of oneself and others during a negotiation"
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1.4.3 Explain how to overcome objections. "Overcome objections by:
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• Listening actively and suggesting win-win scenarios without aggression or becoming defensive
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• Developing possible alternative solutions in advance of potentially unpleasant conversations or
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conflicts"
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