Leadership Series: Coaching to Performance

Other curriculum offered in this series:
 
  • Leading Remote Staff: How to keep them engaged
  • Communicating with a Purpose: Turning Rhetoric into Action
  • Leading without a Title:  Using Influence to Lead
  • Assessing a Leader through the Eyes of the Follower
 
This four-part workshop on coaching to performance stresses the foundation for effective coaching.  As important as it is for leaders to get coaching when they need it, it’s just as important for leaders to coach their direct reports when those people come to them with burning issues or problems. Through a series of individual and group hands-on activities, participants will own the coaching process and inch towards higher levels of employee engagement while driving better productivity.  Learning outcomes will include the following:
 
 
  • Obtaining a complete coaching personality assessment so that optimal performance is realized.
  • Creating a reliable coaching process, a checklist of sorts.
  • Completing video scenario-based responses to enhance learning and practical application.
  • Implementing tools such as the Coach-Approach model to better gauge employee engagement and accountability.
  • Identifying Skill vs Will within the staff and how to coach to both.
 
Contact us today to learn more about implementing this Leadership coaching series to your performance objectives.

The ABC's of World Class Customer Service: Training your Customer

Other curriculum offered in this series:
 
  • Teaching Staff to Own the Customer Service Experience: Who's job is it?
  • Strategic Customer Service:  Implementing a 'fool-proof' plan
  • Tiny Changes Big Results: Implementing Standards across a cross-funtional department
 
Providing World Class customer service is too often a mantra desired to be executed by organizations, but in reality, fall short.  Staff are ill-prepared in identifying customer service opportunities and leadership may fail to recognize where coaching may be necessary in this area.  
 
This six -part workshop on delivering a World Class customer service experience is not just about saying "How can I help you?" or "Please" and "Thank you" but it is a mindset that needs to permeate every staff member within the organization.  Through a series of individual and group hands-on activities, participants will own the customer service experience, train their customers to expect higher levels of service, and grow productivity simple and practicla application.  Learning outcomes will include the following:
 
  • Developing a service credo that includes tactical  ways to strengthen relationships with customers.
  • Creating a complaint resolution processa reliable coaching process.
  • Completing video scenario-based responses to enhance learning and practical application.
  • Implementing tools such as the telephone courtesy skills sheet and training your customer checklist.
  • Leveraging World Class customer service and referrals.
 
Contact us today to learn more about implementing this customer service series to your performance objectives.

Workplace Personality Inventory

Our Workplace Personality Inventory is a flexible assessment that builds upon and measures 16 work styles directly tied to key traits for a wide range of leadership and talent development needs.  The WPI delivers pertinent job-related traits as summarized in six Domain scales. Included is a fake-resistant "Unlikely Virtues" scale designed to identify individuals who provide overly favorable responses to questions. The WPI measures personality-based factors that are proven to predict success in a wide range of defined jobs for leadership and staff cultivation.  Administration time is approximately 35 minutes (untimed).
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Contact us today to learn more about implementing  the WPI into assessing the health of your leadership and staff prior to implementing any training and curriculum design initiatives.  
Other certified assessmentimplementation pre and post hire, current staff, and leadership:
 
  • MBTI
  • Strengthsfinder
  • Leadership 360
  • Strategic Interviewing
 

Managing and Leading Remote Staff:  Keys to Better Performance

Learn how to effectively manage and lead remote staff and remain connected to your organization.  This on-site delivered curriculum will reveal how you can create a productive work environment for the organization for those remote staff by structuring the day correctly, dedicating a space to work, and avoiding distractions.  Best practices for staying in touch with your colocated team, keys to engaging remote staff to higher levels, and overcoming the most common challenges encountered by remote workers. 
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Contact us today to learn more about implementing  this on-site curriculum to improve remote staff management and productivity.  

Improving Contact Rate:  Implementing technology platforms that transform KPIs

Leveraging the right technology can vastly improve certain key performance indicators such as contact rate, new client outreach, follow-up,  and retention.  Learn how to implement these types of platforms throughout the organization while providing the training to effectively maximize outreach efforts.  
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Contact us today to learn more about implementing  this type of platform and others to improve productivity.  
The above are just a sample of training and coaching curriculum that can be implemented on-site, virtually or packaged so that your organization can deliver as needed.  All services can be parsed out to fit your organization's needs or BCG - North America can put in place an entire training plan, with the appropriate technology, that our staff will facilitate.   Our specialization is higher education staff and faculty, nonprofit leaders and volunteers, and local government operations.  Let us know how we can work with your administrative leaders and staff to develop the right coaching experience, innovative design, and curriculum plan that will maximize the company's database, operations, & training capacity.  Consultants are on standby so contact us to discuss your vision.