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Developing New Tools for Leaders

Develop new tools for leaders to enhance their image and communication skills through active listening and handling difficult conversations. This training program includes introductory videos, hands-on exercises, networking sessions, and customer service best practices. Participants will learn to set boundaries, manage emotions, control conversations, and improve active listening techniques to achieve successful outcomes.

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Developing New Tools for Leaders

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  1. Developing New Tools for Leaders Image

  2. Welcome – Communications Skills Training Active Listening – Introductory video and hands on exercise Difficult Conversations – skills based exercise Break - - Networking time Customer Service at it’s best

  3. Active Listening

  4. What are your goals for the conversation?What does success look like?How will the other person truly feel heard?Select a partner to do the Active Listening scenario – “greens” pair up with a “blue”Insert image here

  5. Active Listening Techniques

  6. Difficult Conversations Having a difficult conversation – demonstrates true performance development – plan for this conversation sooner rather than later Basic fear of confrontation – have to “frame” the conversation with boundaries and manage the emotions – yours and theirs Become comfortable controlling the conversation Are you confident in your position and using active listening skills?

  7. Difficult Conversations - Template The basics of the issue – establish the facts Intentions Impact of the issue Contribution to the issue – consult others if needed Feelings that you will bring to the conversation What do you hope to accomplish? – Describe what improvement looks like What is the difference between the two stories? – What are the feelings around the difficulty? How have you each contributed to the situation? What is the underlying purpose/cause of the difference How will you set boundaries and direct or re-direct the conversation? Name the emotional dynamics, on the spot – clear the air – transform anxiety to strength Problem solve, invent options, develop procedures, next steps? Invite the other person to solve the problem What if? - a compromise can’t be reached – it’s ok to take a break – regroup later

  8. Customer Service TAP – Transforming Administration Procedure – UW Service Guidelines Be prepared Voice, tone, identify yourself – no acronyms Ask Permission, thank them. Customers want to know what you can do Complete a handoff of a customer Acknowledge dissatisfaction Become like private industry with a strong focus on customer service I’ll have to vs. I can’t do Let me find out vs. I don’t know I have the time vs. I am too busy right now

  9. First Law of Customer Service S=E+P Satisfaction = Expectation + Perception UWMC – Ask, Assist, Escort, Refer, Privacy, Respond, Apologize, Anything else? Nordstrom: Empower the employee, salespeople rarely point, walk your purchase around the corner 2015 Top Ten Companies in Customer Service Amazon, Chick-fil-A, Apple, Marriott, Kroger, Fed Ex, Trader Joe’s, Sony, Samsung, UPS

  10. Who are our customers – everyone!

  11. Thank You!

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