The STAR Management System Modules: Manage Others

Customer Service Excellence

 Is the customer always right? Both our internal and external customers expect responsive, reliable and results-oriented service based on positive working relationships. Your success is based on your ability to deliver on this promise and create repeat business and happy customers.

In this workshop, you will learn how to:

  1. Identify your internal and external customers.
  2. Define your personal responsibility for customer service.
  3. Discover the top ten customer complaints about your service.
  4. Implement the Four “R’s” of customer expectations.
  5. Respond to customer needs.
  6. Create a Customer Service Commitment.
  7. Create a positive impression on your customers.
  8. Overcome the 12 obstacles to communication with customers.
  9. Eliminate the use of the Forbidden Phrases that create customer conflict.
  10. Resolve difficult customer situations.

 

Choosing Your Leadership Style

Managers need to be flexible in how they supervise their staff. Some employees need direction, while others need support. The way you adapt your leadership style to the employee and the situation will determine whether your staff will achieve their goals and stay committed to the organization.

In this workshop, you will learn how to:

  1. Assess your skills as a leader
  2. Diagnose the skill and motivation levels of your direct reports
  3. Determine the management style that will work best with each employee
  4. Link your management style to the vision/mission/values and objectives of the organization
  5. Decide when and when not to use the three different leadership styles
  6. Balance your task and relationship behaviors
  7. Adapt your leadership approach to the needs of your team members
  8. Avoid the consequences of mismatching your style to your employees’ needs
  9. Win commitment from others while developing skills
  10. Use the Hopkins Leadership Grid to make good management decisions

 

Removing Barriers to Change

“The only constant in life is change”. This is especially true in today’s work environment. Big change, small change, each day brings something new. As leaders in our organizations, we must manage these everyday changes to ensure that our employees meet their performance objectives.

In this workshop, you will learn how to:

  1. Create a business plan for your change initiative.
  2. Determine the objective of the change.
  3. Identify the stakeholders who will determine the success or failure of the change.
  4. Get buy-in for the initiative from all levels of stakeholders.
  5. Create a change management plan.
  6. Communicate the change plan.
  7. Anticipate resistance to change.
  8. Recruit Change Agents in the organization.
  9. Help employees cope with change.
  10. Celebrate short-term wins.

 

Coaching for Success

There are two ways of managing your staff: by either telling or coaching. Coaching is the guaranteed management approach that produces consistent, long-term, excellent performance in your staff. Coaching helps you to guide your employees to achieve results they did not believe were possible.

In this workshop, you will learn how to:

  1. Assess your personal coaching skills.
  2. Apply the T.A.L.K. model to real-life situations.
  3. Establish trust, respect, and openness with employees.
  4. Complete an Individual and Values Profile with employees.
  5. Help employees to overcome barriers to change.
  6. Assist employees to set objectives and action plans.
  7. Identify coaching opportunities.
  8. Ask questions to create self-direction.
  9. Coach employees in a variety of situations.
  10. Conduct coaching sessions.

 


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