Fri, 06/23/2017 - 8:30am to 12:00pm 220 Scovell Hall - Suite 1Instructor Debra Graham
In the world of customer service delivery, your staff is critical. It is their direct, personal, real-time interactions with the customers that you, the Customer Service Manager/Leader, are there to support.
The way you manage customer service employees has some unique attributes. The way you treat and talk about customers has a profound effect on your staff performs, how they view their jobs and UK, and the effort they will put forward to serve customers. It is time to step up to the concept of coaching your staff.
By the end of this seminar, you will have gained insights into the following leadership functions:
Fri, 06/23/2017 - 8:30am to 4:30pm 220 Scovell Hall - Suite 1Instructor Marietta Watts
Without facilitation, a meeting can easily become a waste of everyone's time. A facilitated approach is better because, simply, facilitation works better for establishing and maintaining the meeting process. A facilitator acts to keep the focus on the meeting process, monitor how the discussion runs, and encourage participation and productivity from all members of the group.
The team-structured workplace undertakes many process and performance improvement initiatives. Every group of participants and team members is different, with varied backgrounds and levels of experience. This diversity requires someone to be responsive to participants' different needs and learning styles. The role of a team facilitator can be significant to the level of success in a variety of different ways. This intensive all-day class is designed to help attendees:
Identify the basic types of facilitation.
Determine when facilitation should and/or should not be used.
Learn the facilitator's roles and responsibilities.
Identify the four levels of empowerment teams may have.
Use appropriate questioning techniques with team leaders and team members.
Identify best facilitation techniques for working with teams vs. working with groups.
Identify appropriate facilitator approaches to use in each phase of team development.