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Unconscious Bias Is...™
Because much of our learning takes place at an unconscious level, we are not aware of the fact that it exists, hence the term “unconscious” bias. By being self-aware and willing to engage with others when bias is unintentionally implied or expressed we can better resolve problems and promote more effective working relationships.
Everybody Does It
Unauthorized use of intellectual property; copying work-related software for home use.
Johnny the Bagger® A True Story of Customer Service™
Inspire your workforce to deliver service from the heart. Based on the work of noted author and speaker, Barbara Glanz, this inspiring, best-selling program features the true story of "Johnny," a young man who made a positive choice about his personal responsibility to provide from-the-heart service and changed the culture of an entire organization. Use Johnny the Bagger to empower and excite all employees about bringing their best service to the front-line of business.
How Do You Measure Success? (from Mentoring 201™)
So, you’ve had a lot of conversation with your mentee. You’ve listened. You’ve heard their goals. You’ve shared your feedback. But how successful has it all been? This video provides some other questions that can help to uncover the true underlying value of what you’ve achieved together.
Identifying Career Paths (from Mentoring 201™)
Another key part of your conversation with your mentee involves diving more deeply into their future career paths. By this time, you’ve already looked at the big picture of where your mentee would like to be in the years ahead. Now it’s time to come up with some options for them to consider as they take their next steps ahead.
Planning for a Successful Discussion (from Mentoring 201™)
Just like any important conversation you’re planning, you need to do your prep work. Think about your mentee and his or her strengths and weaknesses. That will help you ask the right questions to guide the conversation in the way that’s right for your mentee. In fact, it’s a good idea to prepare these questions in advance.
Seek Transformation - A Quick Conversation
For weeks after birth, a caterpillar eats continuously; growing nearly 100 times its initial size before it spins itself into a chrysalis. Within the chrysalis, the caterpillar’s robust body completely breaks down into a DNA soup, where it takes several more weeks to reform into a beautiful, adult butterfly. Like the foraging caterpillar, a team spends time nourishing their group culture in order to prosper. However, in order to evolve even further, there comes a time when even the strongest teams need to break down and transform their fundamental team roles, structure, processes, goals, and vision in order to grow.
Setting Short-Term & Long-Term Goals (from Mentoring 201™)
A key part of the conversation you’ll have with your mentee over time is about their short and long-term goals. As part of this, it’s important to ask your mentee to discuss their strengths and weaknesses - both interpersonal and job-related skills.
Establishing Development Needs (from Mentoring 201™)
Up until now, you’ve covered overall goals and career path options with your mentee. How did they get there? That’s where an important topic for discussion comes into play … namely, development options. These are the strategies and tactics that your mentee can draw upon to help them grow and develop so that they can make their goals a reality.
Are You Going to Get That? (from No Problem!)
Being interrupted by a ringing phone when you're dealing with a face-to-face customer can be a real challenge. It's like you're being pulled in two different directions at the same time. So, what do you do? Well, in most cases, the best approach is to focus on making sure the customer you're dealing with face-to-face takes priority. To do that, ask the customer for permission to put the caller on hold and wait for their response. Then, ask the caller to hold. And finally, thank the customer for waiting and finish up.
Let Me Make Myself Perfectly Clear! (from No Problem!)
Like it or not, you're going to deal with angry customers from time to time. And no matter how much they might test your patience, it's really important to keep a mindset that there’s “no problem” to big that can’t be solved. First, start by just letting the customer vent and acknowledge their emotions. Let them know you're listening by restating or agreeing with something they've said. If necessary, gently confront the angry customer to help gain control of the situation. And then, when you feel it's appropriate, begin to move the customer toward a solution.
Program Introduction (from Mentoring 201™)
A mentor is one of any organization’s greatest resources. They fulfill that crucial role of helping newer associates & team members learn about their new role – and their new organization. But this vital mentor-mentee relationship goes well beyond the initial first few days on the new job. In fact, it’s a relationship that can last throughout the respective careers of both participants.
This Needs to Go Out Today! (from No Problem!)
It can be easy to forget that our internal customers are just as important as our external customers. Sometimes, we tend to take the people we work with for granted. But that's no excuse for not caring; or drawing other employees into the situation. Instead, you should focus on fixing the problem. Look for alternative solutions. And be sure to follow up to make sure things are taken care of.
Another Look: Defining Respect in Healthcare™
Providing quality healthcare also includes recognizing that employees and others in the work environment have diverse backgrounds and a desire for respect and understanding as well.
Discussion Card: Understanding Intent vs. Impact
Having the tough workplace discussions are never easy. Opening up the proper lines of communication (getting your intent and impact across) to discuss the 'not-so-easy' stuff is essential to properly address them. These easy-to-use cards provide a simple model (I.M.P.A.C.T.) along with thought-provoking questions on effective ways to tackle the tough discussions with grace and respect. These cards are great for a quick training reminder, reinforcement or as a conversation generator.
You’re The Third Person I’ve Talked To! (from No Problem!)
Being on the receiving end of a caller that has been transferred a lot of times - especially when the people they've talked to before haven't been very helpful - can really test your customer service skills. There are a couple of things you can do. Be sure to empathize with the caller. Assure the customer that you can help. And, finally, if it's absolutely necessary to send the call to a manager, ask the customer for enough information to make sure that you can direct the call to the right place. And then explain what actions you're going to take to fix the problem.
TrainingBytes® Bullying in the Workplace
Bullying is repetitive, aggressive behavior. It can be physical, verbal, or social...and creates an imbalance of power through intimidation. Abusive conduct or bullying behaviors can include...pushing, shoving, or invasion of space, persistent, repetitive insults, teasing or taunting, constant criticism, rumors, humiliation or ridicule. These behaviors should never be tolerated. This unacceptable conduct can bring your entire team down. When one person is bullied, it creates stress for the target along with other team members who might witness the behavior.
You Promised It Would Be Here Today! (from No Problem!)
There's going to be times when you (or someone in your organization) will have to deal with a customer whose expectations aren't being met - for whatever reason. Stay away from making excuses, grilling the customer, or questioning what a co-worker has promised. Instead, stay positive and keep your focus on what you can do to solve the customer's problem. To do that, thank the customer for calling. Do everything in your power to fix the problem. Offer the customer something extra. And be sure to leave things on a positive note by renewing the relationship.
It’s A Policy Thing (from No Problem!)
Policies and procedures are good and necessary parts of doing business. But they can easily become an excuse for just telling the customer what you can't do... rather than letting them know what you can do. Obviously, every situation is different. But working to find a real win-win solution - even if that means getting approval to make an exception to a policy - is one of the best ways to ensure long-term customer loyalty. To do that, always be sure to empathize with your customer. Reassure the customer that you will do everything that you can to help. Then use your best judgment to make it right.
Preventing Retaliation in the Workplace: Recognize. Respond. Resolve.™
Unlawful retaliation can lead to time-consuming litigation and costly judgments. The courts continue to make it easier for employees to prevail in retaliation claims, and that means the risks—and your managers' responsibilities—will continue to grow. Reduce the risk of costly claims by preventing workplace retaliation.