SERVICE IS FOR EVERYONE
Customer Service, we
all talk about it and espouse the benefits, but delivering
service that delights, requires more than just
words. Providing good service requires an understanding of
who the customer is both internal and external and what
biases exist. To be truly effective means more
than just saying the words; but looking at
how to handle all
types of situations.
tout customer service as a valued behavior, the most
successful, model appropriate actions and reward excellence.
A consistent approach
is used at all levels and delivered to all customers,
service is interactive, practicing the skills learned and
proficiency. The program can be delivered in 1/2
day modules with practice time in between. It focuses on the
basics then adds components to address specific
GOALS IN MOTION
Setting goals is one
thing. Bringing them to life is quite another. This half-day
focuses on the key elements that make or break a
team’s ability to accomplish its goals:
- focused and
This program provides
a quick, interactive primer for executives to:
- Set meaningful,
- Break goals down
into manageable steps
- Ensure actions are
assigned and accountable
- Develop milestones
to show progress
- Create a workable
- Track progress and
identify problem spots
- Use language and
- Provide valuable
This is a working
session where participants learn techniques for improved
goal setting and implementation. Even better, executives
walk away with practical tools and progress on goals they
are currently working on in their jobs.
Goals to SWOT
Once goals are set
whether business or personal. Learn how to use a SWOT
achieve the goals and identify opportunities. Also
view external threats and identify ways to
eliminate their disruption
Change happens we
cant's stop it but there are tools and techniques to learn
facilitate the process and make it more effective.
- Learn what
to do with the various
behaviors that can impact results.
- Learn how to
effectively motivate and reward.
- What is the
value and importance of effective communication?
- When do you look
at force fields.
- What types of
decision making is most effective and when?
Steps to Better
It has been said that
for many, giving a presentation is as high on the fear scale
as dying. It doesn’t have to be. Using 25 basic steps
derived from experience and research, public
becomes easier and far more effective. Steps 1-10 are listed
Relate to the
audience… Bring your passion
you create to limit your credibility… Does your audience
Name your fears.
Present as you would
talk .."one on one" Talk to your group, not at.
Set up presentations
in terms of this is the purpose… help them achieve it
them they did it!!!
Look and Listen..
Step outside yourself do you hold attention? Look at
yourself in the mirror as if you are outside yourself
Rehearse as if you
with interactive questions keep it simple make it relevant
Do you know why your
audience is there and what they need
feedback from attendees and observers
Train the Trainer
with individuals or groups to impart knowledge or skills
requires the development
of a specific program that is
delivered and measured. Having the knowledge or knowing the
skill does not ensure successful transfer of learning to the
end user. To be proficient in this area requires an
understanding of how adults learn, the best intervention,
and a method for evaluating continuous success
To provide the
knowledge and skills through interactive programs to enable
each of the participants to be successful
- Identify the
components needed to enhance adult learning
- Create needs
- Write behavioral
- Create job and
- Develop evaluation
- Create a lesson
plan/ program module
- Deliver a
wonderful gift to give us to see ourselves as others see
us." Robert Burns
Despite how honest we
think we are we can not view our actions from the
others. They see us based on their experience
and bias and may not interpret our intent, as
Equally important is the perception of our customers, do
they perceive what we intend? By using the 360º assessment,
information is gathered on areas of success and
need strengthening. The next step is learning how to apply
the information. This is
the coaching aspect in which
individuals and teams develop action plans and learn
In our litigious
society law suits are prevalent.
- Do you know the
key questions you can and can not ask during an
- Do you know the
common laws depending on the size of your company?
- Are you up to
date on EEOC? Sexual harassment?
- What type of
training do you need to do? How often?
- Do you have a
policies manual? Procedures?
- Is there a
problem with only stating yearly salary in the hire
Much As You Can!
Teams & Trust
I get it!" said one senior manager of a
quasi-governmental financial institution after participating
in Win As Much As You Can. "I know exactly
what’s missing from my team and
just why they aren’t
acting like a team!!!"
Each individual must
make a choice during this highly engaging, always
boisterous, and often surprising exercise...and that choice
has lasting, real-life personal, team, and trust
implications. People leave with an impression of each other
that they never had before.
this game/ exercise patterned after the 'Prisoner's
Dilemma,' participants explore the
force and magnitude of
trust to building effective teams. Fun with a punch!
and a partner decide to embark on a new career -- bank
your first attempt, however, you are captured. You both
are taken to jail and
isolated. You know that you will
spend at least two years in prison for your offense,
if you cooperate and "squeal" on your partner,
you will spend no time in jail and
your accomplice will
spend five years in prison. The same offer is made to
partner. If you squeal on each other, however, both
of your prison terms are
So, do you remain
silent, or squeal?
Classic Teamwork Exercise
Subgroups are put in
an awkward situation -- they are in a rubber raft in the
nowhere, mid-Pacific and given 15 items to help
ensure their survival. How will they rank the items? Will
they survive? Will it become a sequel to the
This exercise gives
an experience of effective teamwork, but more -- it results
in measurable, quantitative proof that team can work!
(But, there is a
"dark side" to teaming. And, that, too, will be
Strength Deployment Inventory
Power of Teamwork: Aligning Individual Strengths
... The Strength Deployment Inventory helps team members
identify their personal strengths in relating to others
under two conditions: when everything is going well,
and when they
are faced with conflict.
to move strategically as a team or take positions in support
team for effective action. The SDI suggests that a
team member’s personal strengths
may be used to improve
relationships within the team. The SDI measures strengths in
three motivational areas:
• The need to
influence others (Assertive-Directing)
• The need to shape
order from chaos (Analytic-Autonomizing)
• The need to
nurture and help others
SDI is not a test where there is a "right"
or "wrong" answer. It is an
20-item inventory that provides, as one team member
"a flash of insight into myself and
others on the team. I know more than I had ever
what I need to do to get the team working really
Deployment Inventory is presented in an engaging,
insightful, and often
humorous, way. Through explanation,
work-life experiences, and key, memorable points,
strengths of each motivational pattern is fully explored, as
well as the dynamics and
power of teaming.
“Ladder of Inference”
Is it truth or
perception? How does that impact the workplace?
Participants are told
an intricate and engaging story -- one that challenges their
they rank characters in the story. The story also
invites participants to compare their
intrinsic values as
they are asked to come up with a consensus ranking. The
wild as they narrow in their rankings.
As they examine the
factors that influenced their rankings, they learn that most
of the information they used has been inferred. In the
debrief, participants explore Chris Argyris'/Peter Senge's
Ladder of Inference