BACKGROUND: Excellent service organizations are built on teams of service oriented people who are highly motivated, professionally trained, and professionally led.

The key to developing service professionals begins with recruiting people who are by nature service oriented, training and mentoring them to be highly productive and creative service providers, and then retaining their talents with on-going career opportunities.

The Effective Service Professional course facilitates selecting the right person for the right job the first time, develops quality service skills, facilitates weekly mentoring with managers, and creates career development plans and goals. It is a fully integrated development package tailored to position your organization as a quality leader.

TARGET AUDIENCE: Teams of Managers, Supervisors, and their key staff

BENEFITS: Supervisors benefit through easier and better selection and placement, quicker and easier staff coaching and training, Higher staff service quality and productivity, Greater customer satisfaction, and

Key staff benefits personally and professionally by clearer understanding of job requirements and expectations, better use of their skills and abilities, professional skills development, job mentoring and career growth, greater personal productivity, improved teamwork, and increased career opportunities.

Your organization benefits by improved service quality and satisfaction.

GOALS:

Increase Selection of the right person for the right job the first time
Increase Service Productivity, Quality, and Timeliness
Increase Retention of Key Staff

OBJECTIVES:
After successfully completing this program managers and their key staff will be able to better:

Assess job success requirements
Assess and Select new team members
Increase Service Productivity, Quality, and Timeliness
Increase Teamwork and Team Spirit
Implement coaching and mentoring in the work team
Implement career planning and coaching

METHODOLOGY:

Spaced repetition of concepts to maximize assimilation and application
Group discussion and workshops
Biweekly improvement goals setting
Biweekly one on one executive coaching with facilitator
Hands on project planning and implementation of a major group goal

MEETING TIMES AND SELF STUDY REQUIREMENTS

Spaced Repetition for Maximum Assimilation and Retention
Over a period of 24 weeks, participants meet as a group biweekly (every two weeks) for 2 _ hours for discussion and workshops. Prior to the group session they listen to the course material on tape or CD at least once every other day for a total of 5 hearings. They also read and make notes at least once prior to the group session.

Goal Setting for Maximum Application
Every participant will practice setting business and personal goals. Every other week they set and accomplish at least one personal and one job related goal. During the full duration of the course, each participant in collaboration with his or her supervisor plans and schedules a major work project goal.

Mentoring and Coaching
Each participant receives a one hour personalized executive coaching session every other week.

A G E N D A

Session 1 ¨ Kick off Session

Course overview
Goals, Roles, Methodology
Introduction to MyTyme Personal Planner

Session 2 ¨ Personal Profile Assessment

Assessing your Strengths and Self Improvement Needs
Current Job Fit and Career Planning
Selecting the right Hire the First Time ¨ Effective Hiring Workshop

Session 3 ¨ The Nature of Service Productivity - Concepts and Strategies

Barriers to Service Productivity
Self Evaluation Questionnaire
Master List of Productivity Improvement Goals

Homework:

Work with your mentor to develop a definition of Productivity for your job.
Develop and compare your list of Hi Payoff Activities with your mentor

Session 4 ¨ Goals Achievement through Time Management and Management By Objectives

Your self image
Personal and organizational goals
How the Goal Setting Process Works
Management By Objectives Concepts
Key Result Areas, Indicators and Goal Setting
Action Planning Basics
Finding Time for Goal Planning
Putting Visualization and Affirmation into Practice

Homework:

Draft Process Improvement Goal and Action Plan

Session 5 ¨

Increasing productivity Through Controlling priorities
Setting priorities in all areas of life
Dealing with Interruptions
Coping with Emergencies
Calendar/Commitment Book Management
Drop-in Visitors
Handling Paper Flow
Efficient Work Areas
Managing Communications
Saying "NO"
In-Process Reviews, Introducing Accountability to Goals

Homework:

Productivity Problems Analysis Worksheet
Conference Planning Worksheet
Process Improvement Goal Planning and In-Process Review

Session 6 ¨ Improving Productivity through communication

Time for Communicating
Empathy in Communication
Communicating with those who are different from yourself ¨
Social Styles and their effect on understanding
Clarifying with Effective Questions
Listening for the Total Message
Tips for Speed Reading
Writing for Maximum Impact
Communicating with Groups
In-Process Review Role Play

Homework:

Communications -Opportunity for Growth
Communication Improvement Goals
Communicating and supporting Process Improvement Teams
Communicating Job Requirements and Expectations
Effective Job Descriptions and Performance
Reviews

Session 7- Empowering the Team

The Empowerment Imperative
The Benefits of Empowerment
The Time of a Leader
Developing Team Players Through Delegation
Communications and Delegation

Home work:

Delegation Self-Assessment
Delegation Improvement Goals
Delegation Plan

Session 8 ¨ Increasing Productivity of the Team

Sharing and Communicating Goals
Creating a learning Environment
Developing and Coaching Self-Directed Work Teams
Strategies and Methods for Training
Efficient Procedures
Productive Meeting Strategies

Home work:

Job Design Worksheets
Career Progression and Development Plans

Session 9 ¨Gung Ho Leadership Principles I The Spirit of the Squirrel

Knowing we make the world a better place
Everyone works toward a shared goal
Values guide all plans, decisions and actions

Session 10 - Gung Ho Leadership Principles II The Way of the Beaver

A playing field with clearly marked territory ¨ freedom to take charge comes from knowing exactly what territory is yours.

Thoughts, feelings, needs, and dreams are respected, listened to, and acted upon Information is the gatekeeper to power. Everybody needs full open access to information. Managers must be willing to give up the levers of control they've worked a lifetime to get hold of.

Able but challenged- Gung Ho requires a stretch: work that demands people's best and allows them to learn and move ahead into uncharted territory. Production expectations should be within capacity and skills, but if you undershoot you'll insult.

Session 11 -- Gung Ho Leadership Principles III The Gift of the Goose

Cheering each other on.

Active or passive, congratulations must be TRUE No score, no game, and cheer the progress E=mc2 -Enthusiasm equals mission times cash and congratulations

Session 12 ¨ Organizational Gung Ho Leadership Assessment and Goal Setting.

What do we do well?
Where do we need to improve?
Goal Setting Workshop
Awarding of Certificates.