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Here’s some examples of programmes I’ve designed and run for clients as well as some success stories:
Building Successful Strategy – Vision, Values, Visible Results
Instilling Continuous Improvement Ethos for Supervisors
The Business of Customers
Power & Authority – “The Good, the Bad & the Ugly”
Building Successful Strategy
Vision, Values, Visible Results
Developing your business plan
Creating a foundation for business success
Defining the Vision, Values and Visible Results for your business
Designing business-focused competencies
Converting intention to reality – bottom line focus
Monitoring and managing business performance
Instilling Continuous Improvement Ethos for Supervisors
Continuous improvement – why bother?
Defining, using & improving processes
Involving the right people
Proving continuous improvement is working
Effectively managing & encouraging continuous improvement at individual & team level
Measuring improvements & adjusting performance
The Business of Customers
Why customers are important – both internal & external
Customer management strategies
Managing customer service strategy
Stakeholder management
Strategic customer service meets continuous improvement
A complaint is a gift! – Customers & their invaluable insight into your business
Skills & behaviours needed for effectively managing customers
Power & Authority
“The Good, the Bad & the Ugly”
Impact of power – levers & types
Motivation – the appropriate use of power & authority
Legitimate use of power & authority
Toxic power & authority
Behaviours & skills required
Driving business excellence through people
Problem solving and decision making
Creating new and different
