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| Teamwork
programs instill the importance of building service partnerships
with clients and colleagues (internal clients). They provide
effective tools and proven techniques to increase service commitment,
add service value and enjoy lasting win-win results in the service
chain.
In the competitive business landscape, the
continued success of the service organization is dependent
on providing exceptional internal and external customer service.
An emphasis on teamwork for service excellence is a major
way to achieve effective customer service and a 'worth-place'
environment i.e. a place where organizational success and
personal satisfaction are both achieved. Poor internal customer
service between departments will negatively impact an organization's
external clients. Teambuilding is more than just the rah-rah
of excitement and morale boosters. It is the holistic approach
to an organization's effectiveness for shared objectives.
This effectiveness is obtained through the instructional structuring
of theme-based experiential activities and challenges that
lead teams from their existing state to the desired state
of service quality.
The main objective of the program is to instill
in the participants the importance of working together in
teams to achieve service excellence. This workshop gives you
the skills you need to communicate service excellence, gain
respect and enhance working relationships with internal and
external clients. Through the interactive training process
and activities, the participants will identify the desirable
behaviors to build better relationship with clients, bosses
and colleagues. You will be able to use these skills immediately
to create a more supportive and cooperative working environment
for the positive moment of truth. At the end of the workshop,
the participants will be able to come together with greater
cohesion as a team, communicate in an open manner and work
effectively to exceed clients' expectations.
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"Excellent service comes from staff who enjoy what they do;
converting a chore to a hobby where happiness is contagious.
That is the working environment we must aim for"
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Developing
Teamwork For Service Excellence -
Overview
Key Learning Pointers
- Understand what is meant by internal client
experience and recognize how it can benefit you as an individual
and as a member of an organization-wide team - T.E.A.M.
: Together Everyone Achieves
More For Service Excellence.
- Identify your responsibilities as a team
member, commit to act out effective behaviors that build
and support the team to achieve 'win-win' for service quality.
- Build team commitment for service excellence
: we have different functions and responsibilities, but
operate with shared objectives and one level of client-centric
attitude.
- Foster mutual understanding and appreciation
of key work processes, priorities, the 'Big Picture' of
service excellence, successes and challenges in the service
chain.
- Apply the effective 'Win-Win' Team Template
of goals, roles, processes and relationships for unifying
direction, clear accountability and mutual support.
- Avoid 'Games' that people play limit productivity
and prevent team members from enjoying authentic encounters:
The Drama Triangle of Persecutor, Rescuer and Victim, If
it weren't for you, Now I've got you, Blemish.
- Turn The Drama Triangle into a Winner's
Triangle for client-centric experience and build relational
capital between team members that forms the basis for influence
through relationship.
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Dialogue is an in-depth conversation into the assumptions
that structure and interpret our daily work experiences. Dialogue
is a sustained inquiry held in an environment of mutual respect.
Dialogue creates a group in which members explore difficult
issues and are able to express their thoughts and feelings;
and challenge assumptions. Dialogue moves a group beyond polarized
"right or wrong" or "win or lose" thinking that leads to misunderstanding
and communication breakdown. You can find the person you do
not agree with and can still talk to, listen to them, not
with a view to how to respond, with a view to understanding
of reason a belief or position makes sense to someone else.
This workshop offers the motivation and skills to communicate
and work through challenging concerns and issues in ways that
bring shared understanding. It builds trust, strengthens relationships,
and draws out the best thinking as well as new level of cooperation.
Dialogue is such a powerful personal and team-learning tool
for personal and professional development.
Are you ready for dialogue?
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Dialogue In Practice -
Overview
Key Learning Pointers
- Being grounded in self to understand and
listen to your own voice while opening to others in the
dialogue
- Using the conversation norms for a safe
discovery process that is inclusive of individual and the
group
- Unfolding the potential around and through
us with The Ladder of Inference
- Establishing trust and respect by exploring
blocks for deeper learning about the situation
- Listening with empathy by suspending judgment,
assumptions, letting go of expectations and verbal fighting
- Practicing inquiry to open up the process
and provide the affirmative exploration of what is being
spoken
- Identifying opportunities for generative
dialogue of common understanding
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