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Management & employees

For information about the following workshops, please contact Bill Thomas at +1 866.302.9099.

  • Adapting to shifts in team membership
  • Managing team members, including those from outside the organization (clients, collaborators)
  • Managing workers on multiple teams
  • Communicating with and managing workers who are widely distributed both organizationally and geographically
  • Handling formation of teams and continuous team reform
  • Dealing with teams that have multiple reporting relationships with different parts of the organization at different times
  • The business case for excelling in customer service
  • Aspirations around customer excellence
  • The role and types of customer service (inbound, outbound and others)
  • Customer service as a commodity or differentiator
  • A walk in the customer's shoes
  • Identifying and addressing the customer's moments of truth
  • Differentiating customer behavior, satisfaction and loyalty
  • Small steps that yield big results
  • Using the customer compass
  • The benefits and use of CRM systems
  • Understanding the changing competitive landscape
  • Defining new sources of market differentiation
  • Core capabilities needed for delivering the ultimate customer experience
  • Redefining and creating real customer value
  • Customer value mapping and individual roles
  • Customer service is a mindset, not a department
  • Moving from service provider/supplier to business partner
  • Collaborating across internal and external boundaries
  • Balancing customer advocacy with customer profitability
  • Measuring and improving customer satisfaction and loyalty
  • Obstacles to time management
  • Creating a personal vision
  • Weekly time assessment
  • PIE exercise
  • Striking a balance
  • Prioritizing using the priority matrix
  • Planners (electronic and paper)
  • From master list to planner
  • Conducting effective meetings
  • Successful delegation
  • Project management
  • The business case for diversity
  • The diversity continuum—tolerance, acceptance, inclusion and leverage
  • The legal parameters of diversity
  • Recognizing and appreciating differences
  • Diversity support groups and similar venues or support mechanisms
  • Dealing with boomers, gen X'ers, gen Y'ers and others
  • Harassment issues
  • Managing personal relationships and conflict
  • Individual and organizational liability
  • The communication process and management
  • Types of communication
  • Communication vehicles and techniques at our company
  • Personal communication styles—assessment and interpretation
  • "Answer first" verbal communications model
  • Non-verbal communications
  • Listening assessment
  • Critical and selective listening skills
  • Barriers to effective verbal communications
  • Written communication skills
  • The definition of conflict
  • Traditional vs contemporary view of conflict
  • When conflict is constructive and when it's destructive
  • Effects of unresolved conflict
  • Conflict as an opportunity
  • Personal conflict assessment
  • Conflict resolution modes and their use
  • How best-practice organizations use conflict
  • Key changes in American business and work environments
  • Change as an obstacle or opportunity
  • Creating your business case for change
  • Understanding and managing the stages of change
  • Recognizing your current state of change (strategic and tactical)
  • The head, heart and hands approach to change management
  • ACHIEVE model for individual change
  • Seven-step model for organizational change
  • Defining your role in change management
  • Leading change internally and externally

The legal aspects of management:

  • Title VII of the Civil Rights Act of 1964
  • Fair Labor Standards Act of 1937
  • Age Discrimination in the Employment Act of 1964
  • Americans with Disabilities Act of 1990
  • Family and Medical Leave Act of 1993
  • Application of policies and legal requirements to management areas such as recruitment, selection, promotion and termination
  • Discrimination, harassment and retaliation in the workplace
  • Progressive discipline and documentation
  • Effective termination decisions and process
  • Privacy and confidentiality issues
  • Preventive employee relations practices (can include union avoidance)
  • Employee satisfaction vs employee engagement
  • Today's manager as coach
  • Performance improvement—tips and tools
  • Designing and applying internal complaint processes
  • Use of surveys, focus groups and self-directed work teams
  • Key employment laws and the supervisor's role in each
  • Overview of relevant policies and procedures
  • Creating a culture of inclusion and respect in the workplace
  • Understanding and leveraging interpersonal differences (DiSC, conflict or similar assessment)
  • Defining and becoming an employer of choice
  • Developing your employment brand and EVP
  • Employee engagement vs employee satisfaction
  • Defining and communicating the different dimensions of employee growth
  • The role of performance management in growing your talent
  • Career planning and individual development plans
  • Succession planning—the business case and how to do it
  • Addressing soft and hard skills in employee challenge and growth
  • About tests and assessments—what's so good and not so good
  • Addressing the negative and rewarding the positive
  • The real role of compensation in today's business
  • Its short- and long-term characteristics and impact
  • The different components of total compensation and the purposes of each
  • Understanding your company's compensation philosophy
  • Using compensation to drive results—building a pay-for-performance culture
  • The limitations—things compensation can't fix
  • Making individual compensation decisions for each piece, and making it all fit together
  • Related actions—merit and bonus decisions, equity adjustments, promotions, demotions and salary cuts
  • Compensation land mines and how to avoid them
  • Communicating your decisions to individuals
  • Dealing with leaks, rumors, entitlement, counter offers and other nuances
  • Using performance management as a business process
  • Planning (team and individual levels) for superior performance
  • Quantifying performance standards and critical success factors
  • Converting KPIs into SMART objectives
  • Tips for effectively applying performance appraisal tools and process
  • Effective use of self-assessments and upward reviews
  • Monitoring and evaluating employee performance
  • Preparing for and conducting an effective performance appraisal
  • Coaching and resolving below-standard performance and behavior problems
  • Creating and reinforcing individual accountability
  • Dealing with high-potential employees, and other career planning and development needs
  • Heroes vs teams
  • Characteristics and competencies of HPTs
  • Selecting team members—styles and skills
  • Sorting out individual investment and membership
  • Recognizing informal roles and use of authority and influence
  • Understanding the stages of team development
  • Addressing specific barriers to peak performance
  • Situational leadership and team S.U.C.C.E.S.S.
  • Assessing the current and desired state of the team's performance
  • Ten keys for effectively leading HPTs
  • What is key talent and why does it need a special focus?
  • The talent circle (select, retain, remove and realign key talent)
  • Understanding performance vs potential
  • Buying vs building your talent base
  • How to recognize or identify high potential performers
  • The different types of development—redefining growth
  • Evaluating your level of key talent loyalty and risk
  • Early warning signs of derailment and/or defection
  • Nuances in motivating and developing key talent
  • Ten nonfinancial tools for retaining key talent
  • Preparing and reviewing job specifications
  • Analyzing departmental staff
  • Identifying recruitment sources
  • Evaluating resumes and/or applications
  • Utilizing behavioral interviewing techniques
  • Selecting the best candidate
  • Checking references
  • Offering the job
  • Creating an orientation checklist
  • Constants of the effective leader
  • Professionalism defined
  • Managing prior co-workers and friends
  • Ten rookie mistakes
  • How things have changed . . .
  • Managing personal relationships
  • The importance of SMART objectives
  • What you need to know
  • Managing your manager (upward management)
  • Trends in business
  • We hired Qittitut to help us develop and implement a Customer Excellence strategy designed to measure, improve and leverage the satisfaction and loyalty of our customers—and further differentiate us in the marketplace. Their expertise in this area and their ability to quickly understand our industry and culture were invaluable to our efforts. I would highly recommend them to any company seeking to take their customers’ experience to the next level.

    Director of Customer Excellence, Gas Pipeline Company

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