ESTHER POKOO-AIKINS CLIENT SERVICE COORDINATOR,PSRS EMAIL: ewumana@yahoo.com

1. MAINSTREAMING CUSTOMER SERVICE-ATTITUDINAL CHANGE APPROACHJUDICIAL SERVICE FRONT LINE STAFF TRAINING,JAN. 2012,ACCRA ESTHER POKOO-AIKINS CLIENT SERVICE COORDINATOR,PSRS EMAIL: ewumana@yahoo.com

2. Culture • What is culture The values, norms ,practices and beliefs of a place or about people written and unwritten that determines what is the acceptable or unacceptable conduct , their behavior and relationships within and outside a given space • Characteristics Culture is a collective phenomenon Culture values are products of time Culture is acquired Society is basically pluralistic People see culture as a tenacious and unalterable phenomenon

3. Work Culture • Organizational Culture Change A radical fundamental form of organizational transformation that involves changing the basic values, norms, beliefs and practices among members of the organization in order to improve organization performance • Ingredients of a good work culture 1.Common sense of purpose 2.Right attitude and mindset 3.Respect for each other 4.Effective communication 5.Fellow feeling 6.Team spirit

4. Difference between norms, values , culture • Difference between norms, values , culture Norms The acceptable behavior in a given society. It may be expressed in language communication, dressing and work attitudes Values Represent the Dos and Don’ts of an organization, a community or society; values are signified by assumptions underlying the culture of the entity Culture Culture defines the relationships existing between people and their environment within a given community

5. Factors that Influence Your Persona My chosen profession “ Persona (vision, values, Beliefs, Attitudes ,emotions) Culture (micro and macro) Environment of my upbringing My in-born traits/talents

6. The Persona • Personality Types (The four temperaments ) • Melancholic [Depressed, Sad] • Choleric [Irritable, Quick to react, Hot-tempered] • Phlegmatic [Calm, Slow-moving, Apathetic] • Sanguine [Optimistic, Warm, Pleasant] Key Facts on “Self” • The part known to you and others [public/open self] • The part unknown to the public [private self] • The part known to others but unknown to you [blind self] • The part unknown to you and others [potential or unexplored self]

7. The Johari’s Window

8. The Johari’s Window

9. The Johari’s Window

10. DO YOU REALLY KNOW YOURSELF

11. Checklist for Personal Effectiveness • Thorough knowledge of self (i.e. awareness and self-management) • Clear understanding of one’s environment and cultural disposition • Excellent professional skills • Pragmatic and achievable vision and goals • Ability to adapt and be flexible to circumstances • Self development and learn to learn • Go to school on the winners • Learn to manage failure and see it as an opportunity • Be reasonably ambitious not competitive • Manage stress, crisis and be humorous

12. Definition of a Team A team simply means: Together Everyone Achieves More. Refers a group of people willingly working together for the achievement of common The interaction of individuals in a group with the aim of creating synergy and cohesion for solving problems and completing work tasks according to schedule

13. Characteristics of Effective Teams An effective team should exhibit the following characteristics: Common sense of purpose Effective leadership Loyalty Feedback and team communication. Open expression of ideas, resolution of conflicts Effective monitoring and evaluation of activities Motivation

14. Skills for Effective Teambuilding

15. Team Roles It refers to what each individual does in a team. Roles may differ but complementing to one another for the achievement of a shared common goal. Implementers- Converts strategies and ideas into appropriate plans for action. Co-ordinators- They steer, guide and develop the team so that it becomes active and productive Shapers- The forceful and highly motivated members to achieve the tasks and get everyone involved.

16. Team Roles (Contd.) Plants- They are the creative members who find new ways of solving problems. Resource Investigators- They possess vast network of contacts that can be relied on to find required resources. Monitors/Evaluators- They are ideal arbiters of decision-making Team workers- They foster team spirit Completer/Finishers- They are usually concerned with seeing things through to the very end

17. Obstacles to Effective Teamwork Mistrust Suspicion Competition Ineffective Communication Conflicts Lack of Motivation Creates tension and stress

18. The Concept of Synergy No one can whistle a symphony. It takes an orchestra to play it. H.E. Luccock The concept of synergy thrives on the following truths: The best the group can do is not the same as the best individual can do. The best the team can do is better than what the individual can do The whole is greater than the sum of its parts at all times.

19. NURTURING WINNING ATTITUDE IN JUDICIAL SERVICE • Attitude is the STATE of MIND – for approaching a situation/thing/ person. It can be positive or negative • Effects Look ( Are you smiling or frowning) Sound ( Is the tone of your voice friendly or hostile) Behave (Are you a careful or careless worker)

20. IMPORTANCE OF WORK ATTITUDE • Productivity • Job satisfaction • Chances of moving to other positions • Safety and well- being • Life away from work • Plan to successes • Happy work experience

21. STEPS TO IMPROVE ATTITUDE • Understand your schedule (know- how, requirement and demands) • Determine how you can execute your assignment efficiently • Set ambitious goals • Trust yourself • Have confidence in your ideas • Acknowledge the negatives (home, work) and move on

22. CUSTOMER CARE ATTITUDES • POSITIVE in outlook ,self esteem • Well GROOMED and NEAT • PROUD of their jobs • Willing to learn NEW SKILLS • Ready to take INITIATIVE • WELCOMING Customers • SINCERE to all (internal and external customers

23. Thank you Questions, comments, ……….please