Our Change Management & Paradigm Shift framework provides a structured and holistic approach to leadership development and improved corporate performance It specifically addresses 4 critical factors, essential to determining an organization’s adequacy to deliver customer value and provide a catalyst for team synergy through improved leadership skills.
The 4 critical factors are:
- Creative Thinking
- Change Management
- People Management
- Customer Focus
Course Outline
- Leadership & People Management
- Creative Thinking
– Creativity at Work
– Self-Actualization
– Instilling a Creative Company Culture - Change Management
– Developing skills for Successful Change
– Psychology of Winning - Influencing & Persuasive Skills
– Dealing with opponent styles, strategies & tactics
– Mastering key influencing skills
– Developing mutual trust for smoother relationships - Customer Focus
– Level of Service
– Right practices for repeat customer
– Research role in customer services
What participants will gain at the end of the program
Leadership – Building up the leadership capabilities at all levels of management towards agendas for excellence. Specifically imparting:
- Creative thinking
- Change management
People Management – A fundamental pillar of service excellence is ‘People’ competencies. The focus of this element is to train and develop, motivate and retain your organization’s ‘people assets’
Customer Focus Strategy – Creating the Customer Experience denotes cascading a culture that continually creates differentiating experiences for your customers – the Service Intent. This culture must be understood and embraced throughout your organization.
- Establish a customer focused culture in their workplace
- Establish an organizational culture that fosters creativity
Our Approach
- Highly interactive lectures
- Interactive Discussion
- Role plays
- Course manual
- Activity Handbook