Customer Experience Outlines

Size: px
Start display at page:

Download "Customer Experience Outlines"

Transcription

1 Customer Experience Outlines

2 Professional Persuasive Language Customer satisfaction is a feeling and a perception. The consummate professional manages perception so that the customer always feels cared for and attended to. This program teaches specific communication skills proven to create a positive experience for customers even when reality may be less than positive. Present a consistently professional, helpful image to customers; Control focus and perception; Communicate everything positively, even negative news; Improve problem solving and creativity; Work collaboratively with customers and coworkers to resolve concerns; Avoid inadvertently irritating customers or losing credibility; Lead customers to best solution with persuasive language patterns; Avoid It s not my job trap; Under promise and over deliver without cushioning estimates; Avoid blaming coworkers; Maintain control of conversations and guide customers to avoid delays; Defuse customers anger and focus them on solutions; Feel proud about one s role; Avoid customers challenging one s authority and asking for a supervisor. 1) Professionalism Defined Control Focus & Perception Honor Limitations & Laws Help Customers Feel Good 2) Language Go the Extra Mile Every Time Never Say, No Navigate Gray & Complexity Build a Positive Brand 3) Authority & Credibility Turn No into Yes Enforce Policy Seamlessly Leverage Pitch & Inflection Combination of lecture, exercises, case studies, role plays, and fun are used. Half-Day Page 1 of 5

3 Listening So Customers Feel Heard Listening is powerful. It can be the key to defusing an angry customer, creating rapport, and having influence. This program provides attendees with skills to improve their listening so they can improve upon relationships. Additionally, they will learn how to leverage relationships to be more helpful and more influential. Listen so customers feel heard; Stop letting the same obstacles interfere with listening; Increase listening retention; Improve understanding; Reduce errors due to poor listening; Remain in control of conversations; Guide customers to provide the needed information; Understand listening styles; Use questions effectively; Improve customer s sense of satisfaction and being understood. Half-Day 1) Listening Assessment Identify Strengths, Weaknesses, Holes 2) Proactive Listening Skills Verbal & Visual Attending Naïve Listening Good Questions Mental Imagery Appropriate Empathy Paraphrasing 3) Listening Barriers Environmental Personal Mental Physical Combination of lecture, exercises, and case study are used. Page 2 of 5

4 Customer-Focused Attitude Sociologists claim that customer service is emotional labor. Customers can get mad, yet the customer service professional cannot. Keeping customers happy all day while remaining happy is the domain of the consummate professional. This program teaches attendees how emotions are created and how to control them regardless of outside influences. Believe that attitude is completely controllable; Project professionalism regardless of personal or work stress; Recover quickly after difficult customer interactions; Increase energy level at work; Expand creativity and problem solving; Find a positive in any perceived negative; Avoid taking things personally; Honor negative emotions; Reduce burnout. 1) Emotional Principles Impact On Customers Impact On Performance Impact On Coworkers 2) Emotional Control Mental Strategies Body Language Strategies The Game Face Emotional Reset Button Emotional Habit Rewiring 3) Stress Management Honor Negative Emotions Being On vs. Being Off Avoid Burnout Half-Day Combination of lecture, demonstration, and exercises are used. Page 3 of 5

5 Building Rapport with Anyone Perception is reality. Many professionals perceive that customers and coworkers who are different from then are wrong, weird, or difficult. This program destroys that myth. By the end of the program attendees understand themselves, their customers, and their coworkers. They can even laugh at the idiosyncrasies of themselves and others allowing for an instant improvement in customer satisfaction, collaboration, and teamwork. Get along with more customers and coworkers more easily; Personalize service to each customer s and coworker s style of doing business; Satisfy more customers more of the time; Avoid taking things personally; Appreciate differences in customers and coworkers; Build on one s own strengths; Minimize weaknesses individually and as a team; Increase morale; Understand self and habits; Improve internal customer service and teamwork; Reduce tension between departments. Half-Day 1) Rapport Understand Rapport Achieve Rapport Leverage Entrainment 2) Personality Styles Anticipate with a Typology Discover the Two Dimensions Know Thyself 3) Understand Others Use Cheat Sheet for Each Style Entrain Style for Rapport Personalize Service Improve Teamwork 4) Real World Type with 2-Question Test Use Only When Necessary Complement Each Other Combination of lecture and exercises are used. Page 4 of 5

6 Customer Service Leadership This program helps leaders, managers, supervisors, and directors help their employees deliver outstanding customer service. Customer service starts at the top and filters its way down. Attendees leave with an understanding of how to set clear strategy, motivate, and enable their staff. Define clear strategy using the impossible triangle; Check strategy against simple profit and loss statement; Translate strategy and finance into a mission that can be communicated to motivate staff; Identify key standards and goals to implement strategy and deliver financially; Deliver great service consistently using standards; Improve service using goals; Identify measures that can be used to reward, recognize, and coach. Facilitate better internal customer service; Improve communication with employees; Separate and honor the two levels of service; Become dedicated to leading through example. 1) Strategy & Clarity The Impossible Triangle What You Do Really Well What You Don t Do Really Well What You Might Not Do At All 2) Finances Basic Profit and Loss How Service Creates Profit Finances, Impossible Triangle & Service Decisions 3) Motivation Service Motto Communicating to Inspire Standards & Goals Measurement & Reward Recognition When Things Go Right Coaching When Things Go Wrong 4) Two Levels of Service The Organizational Level Personal Level A System For Giving Employees Influence 5) Communication Skills Praise in Public Liked Best/Next Time Napoleon Method Perception Checking Tracking Accomplishments Coaching Two Days Page 5 of 5

Emotional Intelligence Self Assessment

Emotional Intelligence Self Assessment Emotional Intelligence Self Assessment Emotional Intelligence When people in the workplace do not act with Emotional Intelligence (EQ) the costs can be great: low morale, bitter conflict and stress all

More information

Leading Self. Leading Others. Leading Performance and Change. Leading the Coast Guard

Leading Self. Leading Others. Leading Performance and Change. Leading the Coast Guard Coast Guard Leadership Competencies Leadership competencies are the knowledge, skills, and expertise the Coast Guard expects of its leaders. The 28 leadership competencies are keys to career success. Developing

More information

What was the impact for you? For the patient? How did it turn out? How has this helped you in your job? What was the result?

What was the impact for you? For the patient? How did it turn out? How has this helped you in your job? What was the result? EXAMPLE VALUE BASED INTERVIEW QUESTIONS VALUE LEADING QUESTION FOLLOW UP QUESTIONS KEY CRITERIA Compassion Give me an example of a time when you were particularly perceptive regarding a Describe what you

More information

Human Resources Training. Performance Management Training Module 2: Managing Employee Performance

Human Resources Training. Performance Management Training Module 2: Managing Employee Performance Human Resources Training Performance Management Training Module 2: Managing Employee Performance Table of Contents Learning Objectives...1 Expectations Of You As A Leader...3 Setting and Communicating

More information

Module 1 Personal Vision and Mission Statements for Business Leaders

Module 1 Personal Vision and Mission Statements for Business Leaders Module 1 Personal Vision and Mission Statements for Business Leaders By Michelle Pate, MA, MBA How many times have you worked for a company and many of your co-workers don t know what is happening at the

More information

After the Reduction in Force: How to Re-Energize Your Team

After the Reduction in Force: How to Re-Energize Your Team Overview This offering will take managers through a five-step process, providing detailed worksheets/activities for each step. The five steps that managers will be guided through are: 1. Personally prepare

More information

WORKSHOPS and PRESENTATIONS. Offered by the Employee Assistance Program and the Program of Assistance for Students

WORKSHOPS and PRESENTATIONS. Offered by the Employee Assistance Program and the Program of Assistance for Students WORKSHOPS and PRESENTATIONS Offered by the Employee Assistance Program and the Program of Assistance for Students WORKSHOPS EAP/PAS Workshops 2 Topic Page 1. Anger Management / Handling Emotions 3 2. Stress

More information

THE BEHAVIORAL-BASED INTERVIEW

THE BEHAVIORAL-BASED INTERVIEW THE BEHAVIORAL-BASED INTERVIEW When interviewing candidates for a position at your facility, it is important to remember that it is important to ask questions beyond what can be found on a Curriculum Vitae.

More information

Four Pillars of Sales Success. Sales Training for Large Organisations

Four Pillars of Sales Success. Sales Training for Large Organisations Four Pillars of Sales Success Sales Training for Large Organisations Contents Introduction 3 Confidence & Belief 4 Knowledge 5 5 Skills of Successful Sales People 6 Process and structure 7 Brian Abram

More information

Leadership and Management Competencies

Leadership and Management Competencies Leadership and Management Competencies 0 The Saskatchewan Public Service Vision: The Best Public Service in Canada Our Commitment to Excellence Dedicated to service excellence, we demonstrate innovation,

More information

10 principles of Not-for-profit Branding. branding marketing public relations graphic design websites advertising ecomms copywriting social media

10 principles of Not-for-profit Branding. branding marketing public relations graphic design websites advertising ecomms copywriting social media 10 principles of Not-for-profit Branding branding marketing public relations graphic design websites advertising ecomms copywriting social media What is a brand? Every organisation has a brand whether

More information

Performance Factors and Campuswide Standards Guidelines. With Behavioral Indicators

Performance Factors and Campuswide Standards Guidelines. With Behavioral Indicators Performance Factors and Campuswide Standards Guidelines With Behavioral Indicators Rev. 05/06/2014 Contents PERFORMANCE FACTOR GUIDELINES... 1 Position Expertise... 1 Approach to Work... 2 Quality of Work...

More information

Communication Process

Communication Process Welcome and Introductions Lesson 7 Communication Process Overview: This lesson teaches learners to define the elements of effective communication and its process. It will focus on communication as the

More information

Adult Volunteer Guide

Adult Volunteer Guide Adult Volunteer Guide As a Girl Scout troop/group volunteer, you will work with and inspire a team of Girl Scout Juniors to make a difference in the Girl Scout or local community and help each girl achieve

More information

FEATURED COURSES CURRENTLY AVAILABLE

FEATURED COURSES CURRENTLY AVAILABLE FEATURED COURSES CURRENTLY AVAILABLE NEW! A Checklist for Successful Performance Appraisals and Discussions- 4 hours The formal performance appraisal discussion is an integral part of the performance management

More information

SOCIETY OF ST. VINCENT DE PAUL OF VANCOUVER ISLAND EMPLOYEE PERFORMANCE REVIEW

SOCIETY OF ST. VINCENT DE PAUL OF VANCOUVER ISLAND EMPLOYEE PERFORMANCE REVIEW SOCIETY OF ST. VINCENT DE PAUL OF VANCOUVER ISLAND EMPLOYEE PERFORMANCE REVIEW NAME: PROGRAM: POSITION: REVIEW PERIOD: Introduction As part of the annual employee performance evaluation and review process,

More information

GLOBAL FINANCIAL PRIVATE CAPITAL Job Description. JOB TITLE: Client Relationship Manager

GLOBAL FINANCIAL PRIVATE CAPITAL Job Description. JOB TITLE: Client Relationship Manager GLOBAL FINANCIAL PRIVATE CAPITAL Job Description JOB TITLE: Client Relationship Manager Reports To: Financial Advisor Exempt Prepared by: ADP Resource June 10, 2014 SUMMARY This position is primarily responsible

More information

Performance Evaluation Rating Descriptions

Performance Evaluation Rating Descriptions The following rating descriptions are examples of the behaviors employees would be demonstrating at each of the four levels of performance. These examples should assist the supervisor and employee during

More information

2014 Captains and Coaches Workshop Bruce E. Brown/Rob Miller Bbrown8164@aol.com www.proactivecoaching.info

2014 Captains and Coaches Workshop Bruce E. Brown/Rob Miller Bbrown8164@aol.com www.proactivecoaching.info Proactive Coaching 2014 Captains and Coaches Workshop Bruce E. Brown/Rob Miller Bbrown8164@aol.com www.proactivecoaching.info Introduction and Overview Team Stage #1 Getting Started Role of the Captain

More information

Sample Behavioral-Based Interview Questions

Sample Behavioral-Based Interview Questions Sample Behavioral-Based Interview Questions Background, skills overview, job/culture fit Communication Skills Confirmation of a work requirement Conflict Management/ Resolution Coping Skills/ Resilience

More information

Samples of Interview Questions

Samples of Interview Questions Human Resources/Payroll Introductory/Warm-Up/Rapport Building How did you find out about this job opening? What attracted you to this position? What do you know about our organization? Why are you considering

More information

Continuous Learning & Development

Continuous Learning & Development Examples of Behavior Statements- Professional Role What does "below", "meets" and "exceeds" expectations really mean? PROFESSIONAL ROLE: Supports OU s strategic objectives, as an individual contributor,

More information

LEADERSHIP DEVELOPMENT FRAMEWORK

LEADERSHIP DEVELOPMENT FRAMEWORK LEADERSHIP DEVELOPMENT FRAMEWORK February 13, 2008 LEADERSHJP PERSPECTIVE I consider succession planning to be the most important duty I have as the Director of the NOAA Corps. As I look toward the future,

More information

OUR VALUES & COMPETENCY FRAMEWORK

OUR VALUES & COMPETENCY FRAMEWORK OUR VALUES & COMPETENCY FRAMEWORK Introduction Below you will find the PPF s values and details of our key generic competencies and competency levels. You ll find details of the competency levels required

More information

Wiltshire Council s Behaviours framework

Wiltshire Council s Behaviours framework Wiltshire Council s Behaviours framework It s about how we work Trust and respect Simplicity Responsibility Leadership Working together Excellence Why do we need a behaviours framework? Wiltshire Council

More information

Consultants To Nonprofits

Consultants To Nonprofits CUSTOMER DELIGHT TIPS & THINGS TO PONDER CUSTOMER DELIGHT TIPS & THINGS TO PONDER JOHN PAUL PARTNER Consultants To Nonprofits 2002, Association Works P.O. Box 741325 Dallas, Texas 75374 http://www.associationworks.com

More information

The Engineers Canada Leader

The Engineers Canada Leader The Engineers Canada Leader Executive Summary Engineers Canada exists to provide national support and leadership on behalf of engineering regulators to promote and maintain the interests, honour, and integrity

More information

First, Break All The Rules by Marcus Buckingham

First, Break All The Rules by Marcus Buckingham EXECUTIVE DEVELOPMENT PROGRAM Executives need more tools too! They need different tools than other levels of management and leadership. The following tools are designed specifically for an executive leadership

More information

Respect Handout. You receive respect when you show others respect regardless of how they treat you.

Respect Handout. You receive respect when you show others respect regardless of how they treat you. RESPECT -- THE WILL TO UNDERSTAND Part Two Heading in Decent People, Decent Company: How to Lead with Character at Work and in Life by Robert Turknett and Carolyn Turknett, 2005 Respect Handout Respect

More information

ASSERTIVENESS AND PERSUASION SKILLS

ASSERTIVENESS AND PERSUASION SKILLS TROY CONTINUTING EDUCATION AND ARCTURUS TRAINING ACADEMY PERSONAL ENRICHMENT WORKSHOPS ASSERTIVENESS AND PERSUASION SKILLS Do you find yourself saying Yes when you want to say No? Do you end up agreeing

More information

Sample Report: ESCI: EMOTIONAL & SOCIAL COMPETENCY INVENTORY

Sample Report: ESCI: EMOTIONAL & SOCIAL COMPETENCY INVENTORY Sample Report: ESCI: EMOTIONAL & SOCIAL COMPETENCY INVENTORY All Rights Reserved The Hay Group IMPORTANT NOTE: The information provided in the following pages is provided for reference only. The material

More information

Coaching for Improved Work Performance. How to get better results from your employees.

Coaching for Improved Work Performance. How to get better results from your employees. Coaching for Improved Work Performance How to get better results from your employees. Believing the Right Things Purpose: learn how to be more successful as manager of people Specifically: to learn how

More information

the Defence Leadership framework

the Defence Leadership framework the Defence Leadership framework Growing Leaders at all Levels Professionalism Loyalty Integrity Courage Innovation Teamwork Foreword One of the founding elements of Building Force 2030, as outlined in

More information

Change Leadership: A Boot Camp to Drive Organizational Change

Change Leadership: A Boot Camp to Drive Organizational Change Change Leadership: A Boot Camp to Drive Organizational Change Presented by: Rachel Schaming Radiology Ltd. Tucson, AZ 520.705.2889 Email: Rachel.Schaming@radltd.com Your Perceptions of Change What are

More information

Strategies for a Positive Attitude

Strategies for a Positive Attitude This sample chapter is for review purposes only. Copyright The Goodheart-Willcox Co., Inc. All rights reserved. 150 Part 3 Succeeding on the Job 14 Strategies for a Positive Attitude Discover the three

More information

Teamwork in the Workplace

Teamwork in the Workplace Teamwork in the Workplace Objectives Group vs. Team Comparison Stages of Team Growth Characteristics of Effective Teams Teamwork in Interviewing Team Definition A team comprises a group of people linked

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

Employee Engagement Survey

Employee Engagement Survey Employee Engagement Survey (SAMPLE EXTENDED REPORT) Presented by: 11 River Street Wellesley Hills, MA 02481 Table of Contents Topic Page Introduction 2 Engagement Research 4 Quantitative Results - Averages

More information

Average producers can easily increase their production in a larger office with more market share.

Average producers can easily increase their production in a larger office with more market share. The 10 Keys to Successfully Recruiting Experienced Agents by Judy LaDeur Understand whom you are hiring. Don t make the mistake of only wanting the best agents or those from offices above you in market

More information

11/3/2014 9:30 AM - 11:30 AM

11/3/2014 9:30 AM - 11:30 AM Lean & Mean Presented by Cheryl M. Jekiel CM01 11/3/2014 9:30 AM - 11:30 AM The handouts and presentations attached are copyright and trademark protected and provided for individual use only. Ways to become

More information

Barriers To Team Success

Barriers To Team Success Barriers To Team Success When plans are inadequate Leaders without leadership skills When members have poor attitudes Training that doesn t train Communications breakdowns Team members don t get along

More information

Self Assessment Tool for Principals and Vice-Principals

Self Assessment Tool for Principals and Vice-Principals The Institute for Education Leadership (IEL) brings together representatives from the principals' associations, the supervisory officers' associations, councils of directors of education and the Ministry

More information

The Emotional Competence Framework

The Emotional Competence Framework The Emotional Competence Framework 1 SOURCES: This generic competence framework distills findings from: MOSAIC competencies for professional and administrative occupations (U.S. Office of Personnel Management);

More information

Transitioning from Project Manager to Project Leader

Transitioning from Project Manager to Project Leader Transitioning from Project Manager to Project Leader Seven steps to take charge of your world Clay Springer, PMP May 21, 2015 Synopsis Too often, Project Managers are viewed (and view themselves) as administrators

More information

August 2015 Client Newsletter

August 2015 Client Newsletter August 2015 Client Newsletter Dear Judi, Satisfying a customer is no longer enough. You must be able to do something unique that makes customers loyal to you. This not only includes customer satisfaction

More information

Interview Guide for Hiring Executive Directors. April 2008

Interview Guide for Hiring Executive Directors. April 2008 Interview Guide for Hiring Executive Directors April 2008 Introduction This interview guide has been developed to help the Board of Directors of Big Brothers Big Sisters agencies interview candidates for

More information

Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale

Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale Driving A Successful Customer-Centric Culture Through

More information

Organisational Inoculation. Chris Phillips Manager People & Performance

Organisational Inoculation. Chris Phillips Manager People & Performance Organisational Inoculation Chris Phillips Manager People & Performance Leadership The only way to safeguard your organisation from the diseases that can break it apart from within and without is through

More information

KEEP THEM CALLING! Superior Service on the Telephone

KEEP THEM CALLING! Superior Service on the Telephone KEEP THEM CALLING! Superior Service on the Telephone Sherry L. Barrett Chapter One FOR PREVIEW USE ONLY Copyright Media Learning International, LLC 650 South Prairie View Drive, Suite 125 #124 West Des

More information

Customer Service and Communication. Bringing service to the next level

Customer Service and Communication. Bringing service to the next level Customer Service and Communication Bringing service to the next level 1 Park Authority Philosophy & Goals Before focusing on customer service, it is first important to understand and reinforce the Park

More information

South Carolina Budget and Control EPMS Performance Characteristics

South Carolina Budget and Control EPMS Performance Characteristics South Carolina Budget and Control EPMS Performance Characteristics The following menu of performance factors serves as a guideline or sample for developing performance factors for use with the Employee

More information

JOB PERFORMANCE APPRAISAL Monroe County Community College Administrators. Name: Position: Supervisor: Evaluation Period:

JOB PERFORMANCE APPRAISAL Monroe County Community College Administrators. Name: Position: Supervisor: Evaluation Period: JOB PERFORMANCE APPRAISAL Monroe County Community College Administrators Name: Position: Supervisor: Evaluation Period: Instructions: Supervisors write comments to describe the work performance in each

More information

A Guide To Understanding Your 360- Degree Feedback Results

A Guide To Understanding Your 360- Degree Feedback Results A Guide To Understanding Your 360- Degree Feedback Results 1 Table of Contents INTRODUCTION CORE BELIEFS... 1 PART ONE: UNDERSTANDING YOUR FEEDBACK... 2 360 Degree Feedback... 2 Evaluate Your Effectiveness...

More information

You ve Got the Technology Now What?

You ve Got the Technology Now What? White Paper You ve Got the Technology Now What? Pre-planning for Social Engagement by COMMfusion LLC & Jamison Consulting May 2012 You ve Got the Technology Now What? 2 Going Beyond the Technology to Deployment

More information

TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY

TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY TAKING THE CUSTOMER EXPERIENCE FROM ORDINARY TO EXTRAORDINARY Adam Chow, Recreation Supervisor Suzy Chow, Recreation Coordinator San Ramon Parks & Community Services #TBT CAMP CENTRAL 4,000 3,000 2,000

More information

Conflict Management Styles Center for Student Leadership Resources

Conflict Management Styles Center for Student Leadership Resources Conflict Management Styles Center for Student Leadership Resources The proverbs listed below can be thought of as descriptions of some of the different strategies for resolving conflict. Proverbs state

More information

Orientation to Quality Customer Service

Orientation to Quality Customer Service Orientation to Quality Customer Service This orientation contains crucial information for all new student employees at DePaul University. The orientation is designed to acquaint you with the everyday practices

More information

Adult Volunteer Guide

Adult Volunteer Guide Adult Volunteer Guide is the highest award Girl Scout Seniors and Ambassadors can earn. Your role, whether you re a troop/group volunteer or a project advisor, is to encourage Girl Scout Seniors and Ambassadors

More information

Management Performance Appraisal

Management Performance Appraisal Management Performance Appraisal Name of Manager: Position: Department: Years in present position: Start date: Review Period: From: To: Revised June 2012 1 PERFORMANCE FACTORS: A. Integrity is the ability

More information

INTERVIEW QUESTIONS & TECHNIQUES Collected by MBA Dept

INTERVIEW QUESTIONS & TECHNIQUES Collected by MBA Dept INTERVIEW QUESTIONS & TECHNIQUES Collected by MBA Dept General Advice Before you go for your interview you need to find out everything you can about the company. Reread your application/cv/covering letter,

More information

Chapter 3: Managing Conflict with Your Boss

Chapter 3: Managing Conflict with Your Boss Chapter 3: Managing Conflict with Your Boss Overview The special case of conflict between a direct report and a boss presents unique challenges. As a manager with responsibilities up and down the organizational

More information

Core Leadership Competencies

Core Leadership Competencies Core Leadership Competencies The following guidance further clarifies the distinctions between levels of performance for the 8 core competencies outlined in Element 1 of all DHS SES performance plans.

More information

The Competent Communicator Manual

The Competent Communicator Manual The Competent Communicator Manual Speech 1: The Ice Breaker For your first speech project, you will introduce yourself to your fellow club members and give them some information about your background,

More information

Ten Tips for Successfully Coaching Employees by Laurie Maddalena, CEO of Envision Excellence, LLC

Ten Tips for Successfully Coaching Employees by Laurie Maddalena, CEO of Envision Excellence, LLC What is Coaching? Ten Tips for Successfully Coaching Employees by Laurie Maddalena, CEO of Envision Excellence, LLC Coaching is a partnership you form with an employee that focuses on helping them learn

More information

Four Easy to Use Staff Surveys. - Jim Baker

Four Easy to Use Staff Surveys. - Jim Baker Four Easy to Use Staff Surveys - Jim Baker T he Staff are essential to the success of any church. Surveys can provide a means of gathering the information needed to bless and keep employees motivated.

More information

Talent Development Coordinator Job Description

Talent Development Coordinator Job Description Talent Development Coordinator Job Description Company: Northwestern Michigan College Salary Grade: 14 Functional Job Title: Talent Development Coordinator Effective Date: 9/23/2013 Functional Job Code:

More information

LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES

LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES LaGuardia Community College Department of Human Resources CUSTOMER SERVICE COMMUNICATION SKILLS INTERPERSONAL SKILLS E-MAIL & TELEPHONE TECHNIQUES 1 This Workshop Provides Strategies to: Deliver quality

More information

Framework for Leadership

Framework for Leadership Framework for Leadership Date Leader Self-Assessment Evaluator Assessment Domain 1: Strategic/Cultural Leadership Principals/school leaders systemically and collaboratively develop a positive culture to

More information

Overview of Performance Management. Taking Steps to Enhance Individual & Organizational Effectiveness

Overview of Performance Management. Taking Steps to Enhance Individual & Organizational Effectiveness Overview of Performance Management Taking Steps to Enhance Individual & Organizational Effectiveness Performance Management Performance management is the process through which supervisors and those they

More information

Steven Covey - 7 Habits of Highly Effective People

Steven Covey - 7 Habits of Highly Effective People Steven Covey - 7 Habits of Highly Effective People HABIT 1: BE PROACTIVE THE HABIT OF PERSONAL VISION Be Proactive means that as human beings we are responsible for own lives. Our basic nature is to act

More information

Managing Conflict for Supervisors. Christina Michura Professional Development Coordinator Human Resources, Austin Community College

Managing Conflict for Supervisors. Christina Michura Professional Development Coordinator Human Resources, Austin Community College Managing Conflict for Supervisors Christina Michura Professional Development Coordinator Human Resources, Austin Community College Objectives Define conflict Assess the pros, cons and misconceptions Identify

More information

Benefits make up an important component of the employment. Employee Benefits in a Total Rewards Framework. article Business Case for Benefits

Benefits make up an important component of the employment. Employee Benefits in a Total Rewards Framework. article Business Case for Benefits article Business Case for Benefits Employee Benefits in a Total Rewards Framework Benefits represent one of the largest investments a company makes in its talent. However, our tendency can be to design,

More information

Coaching the team at Work

Coaching the team at Work Coaching the team at Work Introduction While a great deal has been written about coaching individuals, there has been relatively little investigation of coaching teams at work. Yet in discussions with

More information

SENIOR SYSTEMS ADMINISTRATOR

SENIOR SYSTEMS ADMINISTRATOR Page 1 SENIOR SYSTEMS ADMINISTRATOR CHARACTERISTICS OF WORK: The positions in this job family are responsible for the on-going monitoring, maintenance, and administration of free-standing or networked

More information

Interviewing Strategies & Tips. Career Center For Vocation & Development

Interviewing Strategies & Tips. Career Center For Vocation & Development Interviewing Strategies & Tips Career Center For Vocation & Development Before the Interview A job interview is an opportunity to showcase your strengths, experience, and interest in the position for which

More information

Sample Behavioural Questions by Competency

Sample Behavioural Questions by Competency Competencies that support LEADING PEOPLE Change Leadership Please tell us about a time when you led a significant change in your organization and how you helped others to deal with the change. Tell me

More information

Account Development Strategies. Always, Sometimes and Never. Covenants. Sales & Development Curriculum

Account Development Strategies. Always, Sometimes and Never. Covenants. Sales & Development Curriculum Sales & Development Curriculum Account Development Strategies Always, Sometimes and Never How do you maintain, protect and GROW your accounts? In this course, we ll give you tools, tactics and processes

More information

Specific Measurable Achievable. Relevant Timely. PERFORMANCE MANAGEMENT CREATING SMART OBJECTIVES: Participant Guide PROGRAM OVERVIEW

Specific Measurable Achievable. Relevant Timely. PERFORMANCE MANAGEMENT CREATING SMART OBJECTIVES: Participant Guide PROGRAM OVERVIEW Specific Measurable Achievable PERFORMANCE MANAGEMENT CREATING SMART OBJECTIVES: Participant Guide Relevant Timely PROGRAM OVERVIEW About the Training Program This session is designed to enable participants

More information

Need Information? Go to: www.chr.alberta.ca/apscompetencies. Have Questions? Email: apscompetencies@gov.ab.ca

Need Information? Go to: www.chr.alberta.ca/apscompetencies. Have Questions? Email: apscompetencies@gov.ab.ca Need Information? Go to: www.chr.alberta.ca/apscompetencies Have Questions? Email: apscompetencies@gov.ab.ca Table of Contents Background... 3 Why Behavioural Competencies?... 3 The APS Competency Model...

More information

Why Sales Training Succeeds... Or. Fails. By Ron Willingham

Why Sales Training Succeeds... Or. Fails. By Ron Willingham Why Sales Training Succeeds... Or Fails By Ron Willingham 1 Organizations around the world spend billions of dollars on sales training most of which is wasted. A harsh statement? No, you ll soon see why

More information

Shaping The Workplace Of The Future insights from the 2008 symposium WALKING IN YOUR CUSTOMER S SHOES: ORGANIZATION

Shaping The Workplace Of The Future insights from the 2008 symposium WALKING IN YOUR CUSTOMER S SHOES: ORGANIZATION WALKING IN YOUR CUSTOMER S SHOES: USING PERSPECTIVE TAKING TO CREATE A CLIENT-CENTRIC ORGANIZATION Contributors: Seymour Adler, Ph.D., executive vice president, aon consulting Miriam Nelson, Ph.D., senior

More information

Cherokee Town and Country Club Front Desk Receptionist. Administrative Employee Performance Evaluation Form

Cherokee Town and Country Club Front Desk Receptionist. Administrative Employee Performance Evaluation Form Appendix S Cherokee Town and Country Club, Performance Evaluation Cherokee Town and Country Club Employee Name Hire Date Job Title Supervisor Department 90 Day Other Annual Date of Review Review Period

More information

Making a positive difference for energy consumers. Competency Framework Band C

Making a positive difference for energy consumers. Competency Framework Band C Making a positive difference for energy consumers Competency Framework 2 Competency framework Indicators of behaviours Strategic Cluster Setting Direction 1. Seeing the Big Picture Seeing the big picture

More information

Key Leadership Behaviors Necessary to Advance in Project Management

Key Leadership Behaviors Necessary to Advance in Project Management Key Leadership Behaviors Necessary to Advance in Project Management Project / Program Management Research Lynda Carter, Kristin Tull and Donna VanRooy Specific behaviors need to be developed in order to

More information

Leadership Principles

Leadership Principles Leadership Principles Building value-based leadership. We have defined five values that form the shared foundation of our business practices. They provide orientation for all of our employees. Our leaders,

More information

Part 5. Dinosaur School Notes to Teachers. 1. Introduction. 2. Iguanodon Unit: How to be Successful in School

Part 5. Dinosaur School Notes to Teachers. 1. Introduction. 2. Iguanodon Unit: How to be Successful in School Part 5 Dinosaur School Notes to Teachers 1. Introduction 2. Iguanodon Unit: How to be Successful in School 3 & 4. Triceratops Unit: Detecting, Understanding and Talking About Feelings 5. Stegosaurus Unit:

More information

Difficult Conversations: How to Discuss What Matters Most

Difficult Conversations: How to Discuss What Matters Most Difficult Conversations: How to Discuss What Matters Most A High-Level Summary of the Book by Stone, Patton and Heen Office of Human Resources The Ohio State University 1590 N. High St. Suite 300 Columbus,

More information

THE LEADERSHIP CHALLENGE, 5 TH EDITION DISCUSSION QUESTIONS

THE LEADERSHIP CHALLENGE, 5 TH EDITION DISCUSSION QUESTIONS THE LEADERSHIP CHALLENGE, 5 TH EDITION DISCUSSION QUESTIONS Below are examples of questions that you can pose to the whole group or give to small groups for discussion. Some of these questions could also

More information

Leadership Development Catalogue

Leadership Development Catalogue The TrainingFolks Approach The importance of superior management, leadership and interpersonal skills are critical to both individual and organizational success. It is also critical to apply these skills

More information

BRICE ROBERTS BUSINESS CONSULTING SERVICES

BRICE ROBERTS BUSINESS CONSULTING SERVICES BRICE ROBERTS BUSINESS CONSULTING SERVICES BROCHURE: TRAINING AND DEVELOPMENT PROGRAMMES RE-AWAKENING SPIRIT - TRANSFORMING RESULTS For Further Information: Contact: Brice Roberts Business Consulting Services

More information

Seminars and Trainings

Seminars and Trainings Seminars and Trainings CMG Associates specializes in providing customized training programs for businesses of every size and type. Rapid change and competing pressures are defining features of today s

More information

How can I help my child with ADHD? Management Strategies for Parents

How can I help my child with ADHD? Management Strategies for Parents How can I help my child with ADHD? Management Strategies for Parents Raising a child with ADHD can be incredibly challenging for any parent Russell Barkley, 2000 The challenge of raising a child with ADHD

More information

british council behaviours www.britishcouncil.org

british council behaviours www.britishcouncil.org british council behaviours Mat Wright Mat Wright Mat Wright CREATING SHARED PURPOSE I gain the active support of other people so they are fully engaged and motivated to contribute effectively. I do this

More information

Employee Recognition DIGITAL Rewards Program. Recognizing Your Most Valuable Resources with Digital Rewards

Employee Recognition DIGITAL Rewards Program. Recognizing Your Most Valuable Resources with Digital Rewards DIGITAL Rewards Program Recognizing Your Most Valuable Resources with Digital Rewards Why is an Employee Recognition program Important? Employee Recognition Make employees feel valued Foster pride about

More information

JOB DESCRIPTION. Images Manager; Images Cataloguer; Additional positions to be agreed

JOB DESCRIPTION. Images Manager; Images Cataloguer; Additional positions to be agreed JOB DESCRIPTION Job Title: Department/Division: Reports to: Staff reports: Job Purpose: Dimensions: Head of Digital Asset Management Digital Director of Digital Images Manager; Images Cataloguer; Additional

More information

OVERVIEW. SOCIAL STYLE and GROW SOCIAL STYLE

OVERVIEW. SOCIAL STYLE and GROW SOCIAL STYLE A T R A C O M G R O U P W H I T E P A P E R SOCIAL STYLE and GROW Alan Fine began his career as a tennis coach working with up-and-coming tennis professionals. As he worked with athletes, he realized that

More information

Motivation An Important Key to improve Employees Performance

Motivation An Important Key to improve Employees Performance Motivation An Important Key to improve Employees Performance Ms. Swati Agarwal Assistant Professor Department of Management Institute of Management Studies Ghaziabad 201009 (U.P.), India Dr. S. K Agarwal

More information

Module 0. Facilitating Adult Learning. (September 2004)

Module 0. Facilitating Adult Learning. (September 2004) Module 0 Facilitating Adult Learning (September 2004) Table of Contents a. Preparing to conduct a training... 1 b. Developing training objectives... 1 c. Designing training content... 1 d. Using principles

More information

Active Listening. Learning Objectives. By the end of this module, the learner will have

Active Listening. Learning Objectives. By the end of this module, the learner will have 1 Active Listening Learning Objectives By the end of this module, the learner will have An understanding of what is meant by active listening Gained insight into your natural listening strengths and areas

More information

Indiana Academic Standards for Exploring College & Careers

Indiana Academic Standards for Exploring College & Careers A Correlation of To the Exploring College & Careers INTRODUCTION This document demonstrates how meets the Indiana Middle School Academic Standards for. Correlation page references are Student Edition,

More information