The ability to manage for change is crucial in any continuous improvement effort. Research shows that employees are less motivated by what an organization says and more focused on what their direct manager and/or supervisor is managing for. As a result, true success is achieved when organizations can empower their management team to manage for change. SLG has extensive resources that provide your management team with the tools they need to implement a continuous improvement program that will stand the test of time.

As motivators, communicators and supervisors, managers are the key to maintaining the momentum of a service quality effort. Good employees often become department managers with little training regarding their ability to set standards, relate them effectively to subordinates, and ensure that the standards are met or exceeded.

This workshop includes an instrumented self-assessment, video-assisted instruction, group exercises, customized role plays, and training in the use of service protocols to motivate and manage staff members. Participants in this workshop will gain:

  • Proven skills for team building and generating more cooperation in your department;
  • Service protocols (C.L.E.A.R.) to communicate to staff and for use in holding employees accountable;
  • Techniques for diagnosing employee performance and selecting high-probability managing styles;
  • Recommendations for selecting job applicants who have “service” instincts;
  • Strategies for correcting unsatisfactory performance in newcomers and long-term employees alike without impairing self-esteem;
  • Skills for preparing and conducting performance evaluations using service protocols to hold people accountable for their service performance;
  • Strategies for maintaining the momentum of a service initiative in each department.

Offering a manager “toolkit” will be an effective addition to your continuous improvement strategy. The following are a good starting point for “toolkit” contents:

  • Our Five Star Service is C.L.E.A.R. DVD (including an Information Guide for managers to use as they introduce and debrief the program)
  • Information Guide on how to hold a “Daily Huddle”
  • Our Rounding Tool
  • Reception Area Walk-About Checklist
  • A Mystery Call Checklist
  • Our C.L.E.A.R. and H.E.A.R.T. posters (masters created by SLG)
  • Our C.L.E.A.R. and H.E.A.R.T. assessment sheets for managers

We’ll partner with you to create a custom workshop for your management team.