Relationship Building

Relationship Building Catie Bloom

Relationship Building Creating an efficient and pleasant work place

Introduction • Catie Bloom • AAA Appliance Service Center • Chicago & Atlanta • Director of Operations • We need a volunteer! • Note taker for comments, questions, etc. • Timer for Game

Agenda • Expectations • Core Values of Great Leaders (20 minutes) • Break (5 minutes) • Game (20 minutes) • Team Building (15 minutes) • Open Discussion (15 minutes)

Your Expectations for Today • Individually and privately, write 1 or 2 things that you want to take away from this course today. • This session is not about booking more service calls or CSR training. It's about managements ability to satisfy employees while maximizing their contribution to the business.

Core Values of Great Leaders 20 Minutes

What are your core values? • Core Values establish norms of conduct and approach. • Your Core Values are the beliefs that you want to inform/drive the behavior within your organization. • Disney’s core values are Safety, Courtesy, The Show and Efficiency, in that order. Therefore, it is clear that a character in the park should always abandon the show to respond to a safety issue. • Any examples?

Why this is important…??? DOMINO EFFECT! • If your staff is happy – they will pass on the treatment, respect and pleasant demeanor to your clientele. • If they are grouchy – they will be that way with your clients too! What if you thought of your staff as a client…

Core Values of Great Leader - Part 1 • Positive Attitude • Listen • Solve Problems • Be Accessible • Why are these important? • Examples of how these have positively or negatively effected your staff? • Examples of how to use these values? Source: By John Tschohl, www.customer-service.com

Core Values of Great Leader – Part 2 • Be Honest • Make co-workers feel valued • Perform • Why are these important? • Examples of how these have positively or negatively effected your staff? • Examples of how to use these values? Source: By John Tschohl, www.customer-service.com

Set An Example • YOU CREATE YOUR ENVIRONMENT • Take responsibility • Your team will follow the example you set for them • You have to raise the bar for yourself before anyone else will raise the bar their performance • Examples: • Personal use of phones, computers, etc. • Attendance and on-time – leaving during meetings, not present or late

Perspective • Have you done everyone else’s job? • Have you tried? • Do you know what each person in your organization does? Would you hire yourself?

Break 5 minutes

Game – Buzz! 20 Minutes

Buzz Game | Instructions • Everyone stand up • We will count around the room • Every 5th person says BUZZ instead of a number • For example; 1,2, 3, 4, BUZZ, 6, 7, 8, 9, BUZZ, etc. • If you make a mistake (wrong number, buzz, etc.) you are out and sit down • Game will continue until (#) people remain standing Practice 1 time!

Ready, GO! Buzz Game 15 Minutes

Buzz Game | Debrief • What was the biggest take away from this game about the people participating? • What helped you stay in the game? • What caused you to make a mistake?

Games! • What did you take away as a manager from this exercise? • What happened when we played a game for a few minutes? • Allowed for a few entertaining and educational minutes to the day! • It was a break from the norm which opens the mind for new input • It was a form of communication and bonding • TEAM BUILDING with fun experiences • Having fun at work – never a bad thing!

Team Building 15 Minutes

Your Time Make it enjoyable!

Perspective • How many of your have worked for another company? • How many of you have only worked for yourself or a relative? • How many of you have worked in a different industry than appliances before? Your staff might have a better way of doing things based on their own experience in other organizations

Perspective • If you are stuck inside your own “box” allow your team to stay motivated by having suggestions… • LISTEN AND ALLOW THEM TO GET INVOLVED! • People will stop giving their good ideas to you if you don’t try themor communicate why they aren’t being used. • Your best asset is your people!

Know Your Skills • How many of you are comfortable running meetings? • How many of you would rather do anything else?! • If you have a technician that has no experience with Refrigeration, would you send him to a Sub-Zero call?! LESSON = If you aren’t qualified for a management task, find and delegate to someone who is!

Know Your Teams’ Needs • Each person has a skills and weaknesses • Make sure you have the right people doing the right things • If employees have to bail out team members they become frustrated at the LEADERS (you!) for not making a change • Make sure your support team is supporting EACH OTHER! • Encourage positive interaction • No “Negative Nancy” policy – and enforce it • Build a positive work family – you spend a huge amount of time with them, you should like them.

Meetings & Events • Staff Meetings / Stand-Up Admin Meetings • STOP, START, CONTINUE Principle • Announcements • Recognition • Social Gatherings • Bowling, Bar Crawl, Volunteer Work, etc. • Holiday Parties • Collective Celebration (end of year/kick off for next year) • Give praise and thanks • Don’t miss this opportunity for collective communication and messages

Open Discussion 15 Minutes

Take Away | Q&A • Look at the 1 or 2 items you wanted to take away from this meeting today that you wrote down at the beginning • Raise your hand if… • We covered what you wanted. • If your item was not covered • Feel free to ask now!

Thank you for attending! Catie Bloom • Appliance Service Center • catieb@ASCchicago.com • Atlanta, GA & Chicago, IL Please take a Survey! • 6 Questions • Available on ASTI Mobile App this year.

Relationship Building