Developing Human Performance: Powerful Skills for Today’s Leaders and Managers from World Leading EQ Practitioners (Volume 3: Transforming Organizations)
Developing Human Performance provides complete modules every development professional can use. From orienting new managers to building skills for diversity, collaboration, change, or customer care, these 2-hour workshops blend engaging learning and powerful content with the perspective of emotional intelligence experts.
Each module includes a facilitator guide, plus PowerPoint® slides and handouts on the enclosed CD. Purchase includes license to use all the modules providing an outstanding curriculum on being a leader, managing teams, and improving organizational performance.
Contents: Volume 3 – Transforming Organizations
Introduction – Background, Learning Design, and License Agreement.3.1 The Context for Customer Care – While most organizations and managers talk about customer care, few focus on creating a context for really caring! This module introduces the importance of an emotional component to customer care, offers a simple process for improving customer care, and focuses participants on the importance of caring for the internal customers to create the context for great customer relationships.3.2 Change That Works – It is estimated that over 70% of change initiatives in organizations do not yield the results that are needed. There are many reasons for these failures; one key reason is the lack of preparation for and skill with the human side of change. Great strategies fail when people don’t buy-in and execute them. This module helps those leading change to consider the emotional dynamics of change. It introduces them to a powerful roadmap for considering the people side of change, and helps them identify the key skills they need to develop and leverage in order to follow that map.
3.3 Building a Customer-Oriented Culture – An effective customer-centric culture provides customer experiences so moving and memorable that they increase customer loyalty. Ardent loyalty is an emotional connection with a business that leads customers (1) to always choose your product or service when they have other choices AND (2) to recommend your service or product to others. This module helps managers to identify the characteristics of a customer-centric culture and rate their work unit against those cultural characteristics. Participants will explore the importance of keeping employees close to customers regardless of their position in the customer service chain and learn more about facilitating lasting culture change to increase customer engagement.
3.4 Engagement and Organizational Climate – Each day people come to work there is an emotional component to their experience. They might say, “it feels good to come to work,” or they might report, “it’s a really toxic environment at work.” This general “organizational mood” can be described as the organizational climate, and it has a major impact on performance. When people feel good coming to work, they take positive risks, are more open and innovative, they share information, and are more resilient. When work feels unpleasant, they disengage. So how is organizational climate formed? And what does it take to improve the climate?
Resources – recommended reading, training, and web pages.
CD ROM – PowerPoint® slides for each module, and handouts for each module in PDF and Word formats.
Note: DHP is available for a low one-time purchase price including license to deliver the materials without additional fees.
There are three volumes in the series:
Volume 2 – Leading Teams
Volume 3 – Transforming Organizations
For more information, please visit this product’s webpage.