PROGRAM OUTLINE

Here are our suggested topics and time frames for a full-day program. Be sure to schedule time for breaks.

Section A: Introduction and Evaluation

1. Introduce program and agenda 20–25 min.

2. Facilitate team evaluations 30–40 min.

3. Solicit feedback, set priorities, create action plans 50–60 min.

4. Facilitate individual evaluations 10–15 min.

Section B: Strategies and Training

5. Teach strategies for “Always underpromise and over-deliver” 45–60 min.

6. Facilitate training in communication skills 45–60 min.

7. Facilitate training in problemsolving skills 75–90 min.

Section C: Team Project and Wrap-Up

8. Engage team in creating “reminders” 35–45 min.

9. Summarize commitments and wrap up program 15–20 min.

For two half-day programs, cover topics 1 through 5 the first day and 6 through 9 the second day. For several 1- to 2-hour sessions, divide topics in a way that makes sense to you.

The following leader’s guide covers each section of the program and includes leader’s notes and suggested scripting. To make the guide more user-friendly, the participant materials are presented in a group at the guide’s conclusion. 

There are six items:

Section A: Introduction and Evaluation

• Team Evaluation: Customer Service

• Priorities for Implementation

• Self-Evaluation: Customer Service

Section B: Strategies and Training

• The Eight Keys to Successful Communication

• The Six Keys to Successful Problem-Solving

• From Learning Points to Reminders