I change my leadership style to the person being led.  Some people are just natural performers.  They have a job to do and they do it.  Others need to be encouraged to perform.  It almost feels like I am babysitting sometimes.  One person is great one day and super lax the next.  It's like learning a new person every day.  Those days are tough. 

I have several staff members that are leaders - highly capable, high performance level, etc. but have no desire to be a manager.  They want to do their job to the best of their ability, but they don't want to be responsible for the entire department and the jobs of others.  That's the difference.  A leader can perform at a high level in their role, and set examples for others.  A manager is responsible for everyone's role and job performance.  

I think the topics were fine, just felt like the information was a bit long.

Coaching/Feedback is a weakness of mine.  Sometimes I let my emotions get the better of me and I don't communicate as clearly as I should.  This course gave me tools to use to help me in those situations. 

I have been an agent for several years but it is always good to refresh my knowledge