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Different
groups have different needs. The Customer Service
seminar experience is meant to be an interactive
experience in a fun, non-threatening atmosphere.
The following is an option available to interested
groups:
During
the afternoon, participants can experientially
understand more about Customer Service by playing the KnowMe™
game with any number of groups of four to six -- with
a debrief exercise after everyone is finished. This
highly-interactive game is based on the
Disclosure/Feedback model of awareness known as the Johari
Window (click to view more about the game), named
after Joseph Luft and Harry Ingham. This award-winning
game has been used in over 20 countries by a wide
range of organizations and is specifically designed
for establishing trust and building relationships in
the workplace.
Quality
& Service Game -- This game enables a group to
address factors within the organization that influence
the attainment of standards of excellence. SAMPLE
CARDS:
|
TELL:
Light-hearted: Tell the group what
you think could be done in less time. |
ASK:
Light-hearted: Ask the group whether they
think you feel free to take risks in your work. |
Serious: Tell the group how you feel about other
people pointing out defects in your work. |
Serious: Ask the group what they think makes it
difficult for you to achieve continuous
improvement in your work. |
In-depth: Tell the group who and what makes it
difficult to provide "on time" results to
internal customers. |
In-depth: Ask the group what value-adding
contribution they think your job makes to
the organization. |
************************************************************
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Workshops
Retreats Seminars Conferences
Conventions
N
o B u l l. N o H y p
e.
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P
R O G R A M O V E R V I E W |
75% of the focus of
this seminar will be on the internal world of the participant.
25% of the focus will be on how participants interacts with
customers and team.
Generic full day version with
appropriate breaks |
| *
Participants share the best part(s) and most challenging
aspect(s) of their jobs (if smaller group). |
| *
Presenter introduces himself and the purpose of the program. |
| *
Humorous concepts illustrating the reality that people are
different; predictably different. |
*
Explore the five contributing factors to personal behavioral
styles:
i. Heredity
ii. Childhood role models
iii. Birth order
iv. Physical characteristics
v. Experiences |
| *
Emotional pain -- the great modifier of human behavior. |
| *
The differences between power and influence. |
| *
Johari Window -- How trust and mutual respect are built up or
broken down in an organization. |
| *
How personal Blind Spots and Mask effect leadership/
followership styles and teamwork. |
*
Peeling the layers of the onion skin to get to the core
issues:
i. Gender issues
ii. Cultural diversity
iii. Generational influences
iv. Professional status
v. Personality style |
| *
Administer profile material |
*
Overview of the universe of the four dominant personality
styles and how each style:
i. Responds to or reacts to
emotional pain
ii. Seeks to control his or her environment
iii. Leads and follows
iv. Makes decisions
v. Communicates
vi. Deals with change
vii. Processes information |
*
Three main areas where conflict generally erupts, combined
with concepts for preventive maintenance
-- plus skills for managing
oppositional behavior after it has escalated. |
*
In-depth study of each personality
i. Major fears
ii. Natural and adaptive styles when confronted
by stress or change
iii. Dynamic drives
iv. Needs-motivated behavior and communication
language
v. Tools for working effectively
with each style
vi. How personal dominant and sub-dominant styles
can compliment vs. cause internal stress
vii. Drawing the best out of others at work and
at home -- lifestyle change |
| *
Learning to "read" one's graph. |
| *
Now what do we do with the information? |
| *
Time for feedback, personal responses to the accuracy of the
information, and specific questions. |
| *
Help to develop action and accountability plans. |
| *
Allowance for one-on-one time with instructor. |
|
 100%
Satisfaction Guaranteed. Period.
Title: Argument Sketch (Customer Service 101)
From: Monty Python's Flying Circus
A man walks into an office.
Man: Good morning, I'd like to have an argument, please.
Receptionist: Certainly, sir. Have you been here before?
Man: No, this is my first time.
Receptionist: I see, well we'll see who's free at the
moment.
Mr. Bakely's free, but he's a little bit conciliatory.
No.
Try Mr. Barnhart, room 12.
Man: Thank you.
He enters room 12.
Angry man: WHADDAYOU WANT?
Man: Well, Well, I was told outside that...
Angry man: DON'T GIVE ME THAT, YOU SNOTTY-FACED EVIL PAN
OF DROPPINGS!
Man: What?
A: SHUT YOUR FESTERING GOB, YOU TIT! YOUR TYPE MAKES ME
PUKE! YOU VACUOUS TUFFY-NOSED MALODOROUS PERVERT!!!
M: Yes, but I came here for an argument!!
A: OH! Oh! I'm sorry! This is abuse!
M: Oh! Oh I see!
A: Aha! No, you want room 12A, next door.
M: Oh...Sorry...
A: Not at all!
A: (under his breath) stupid git.
The man goes into room 12A. Another man is sitting
behind a desk.
Man: Is this the right room for an argument?
Other Man pause)
I've told you once.
Man: No you haven't!
Other Man: Yes I have.
M: When?
O: Just now.
M: No you didn't!
O: Yes I did!
M: You didn't!
O: I did!
M: You didn't!
O: I'm telling you, I did!
M: You didn't!
O: Oh I'm sorry, is this a five minute argument, or the
full half hour?
M: Ah! (taking out his wallet and paying) Just the five
minutes.
O: Just the five minutes. Thank you.
O: Anyway, I did.
M: You most certainly did not!
O: Now let's get one thing perfectly clear: I most
definitely told you!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: No you DIDN'T!
O: Oh yes I did!
M: No you DIDN'T!
O: Oh yes I did!
M: No you DIDN'T!
O: Oh yes I did!
M: Oh look, this isn't an argument!
(pause)
O: Yes it is!
M: No it isn't!
(pause)
M: It's just contradiction!
O: No it isn't!
M: It IS!
O: It is NOT!
M: You just contradicted me!
O: No I didn't!
M: You DID!
O: No no no!
M: You did just then!
O: Nonsense!
M: (exasperated) Oh, this is futile!!
(pause)
O: No it isn't!
M: Yes it is!
(pause)
M: I came here for a good argument!
O: AH, no you didn't, you came here for an argument!
M: An argument isn't just contradiction.
O: Well! it CAN be!
M: No it can't!
M: An argument is a connected series of statement
intended to establish a proposition.
O: No it isn't!
M: Yes it is! 'tisn't just contradiction.
O: Look, if I *argue* with you, I must take up a
contrary position!
M: Yes but it isn't just saying "no it isn't".
O: Yes it is!
M: No it isn't!
O: Yes it is!
M: No it isn't!
O: Yes it is!
M: No it ISN'T! Argument is an intellectual process.
Contradiction is just the automatic gainsaying of
anything the other person says.
O: It is NOT!
M: It is!
O: Not at all!
M: It is!
The Arguer hits a bell on his desk and stops.
O: Thank you, that's it.
M: (stunned) What?
O: That's it. Good morning.
M: But I was just getting interested!
O: I'm sorry, the five minutes is up.
M: That was never five minutes!!
O: I'm afraid it was.
M: (leading on) No it wasn't.....
O: I'm sorry, I'm not allowed to argue any more.
M: WHAT??
O: If you want me to go on arguing, you'll have to pay
for another five minutes.
M: But that was never five minutes just now!
Oh Come on!
Oh this is...
This is ridiculous!
O: I told you...
I told you, I'm not allowed to argue unless you PAY!
M: Oh all right. (takes out his wallet and pays again.)
There you are.
O: Thank you.
M: (clears throat) Well...
O: Well WHAT?
M: That was never five minutes just now.
O: I told you, I'm not allowed to argue unless you've
paid!
M: Well I just paid!
O: No you didn't!
M: I DID!!!
O: YOU didn't!
M: I DID!!!
O: YOU didn't!
M: I DID!!!
O: YOU didn't!
M: I DID!!!
O: YOU didn't!
M: I-dbct-fd-tq! I don't want to argue about it!
O: Well I'm very sorry but you didn't pay!
M: Ah hah! Well if I didn't pay, why are you arguing???
Ah HAAAAAAHHH!
Gotcha!
O: No you haven't!
M: Yes I have!
If you're arguing, I must have paid.
O: Not necessarily.
I *could* be arguing in my spare time.
M: I've had enough of this!
O: No you haven't.
(door slam) |
View
Streaming Video Clip of Dr. Freeman
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