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

Homework:

• 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

Homework:

• 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.