Meet Human Resource Manager Jasmine Harris. Her organization has been hampered by high turnover, low morale and dysfunctional teams. After conducting a comprehensive 360 degree analysis, she’s identified nine team member “behaviors” which are impeding her organization. Join in as Jasmine presents her findings to Senior Managers. To liven up her presentation Jasmine recruited an Improv group to demonstrate each behavior – along with the effects on other team members. Unscripted and entertaining…..get set to IMPROVE with IMPROV!
How To Be A Terrible Team Member℠ Series
Learn Nine Traits Which Are Guaranteed to Frustrate and Annoy Coworkers!
This content is available at ServiceSkills.com.
Segment Topics Include:
- Introduction (Meet Jasmine Harris – Human Resource Manager)
- The Downer (aka Buzzkill)
- The Gossip (aka The Megaphone)
- The Change Allergic (aka The Change-A-Phobe)
- The Lone Wolf (aka The Office Martyr)
- The Socially Inept (aka The Creeper)
- The Prima Donna (aka The Disengaged)
- The Knowledge Hog (aka The Bottleneck)
- The Excuse Maker (aka It’s-Not-My-Fault)
- The Tornado (aka The Pigeon)
- The Close (recap of our nine terrible team members)
Give your team the tools to master these communication concepts:
- 4 steps to handle & defuse angry, upset and irate customers
- Recognize & capture cross-selling opportunities
- How to compose an effective customer service email
- Business communication for phone, email, face-to-face & chat
- How the power of attitude helps resolve challenging situations
- Essential office etiquette & workplace manners strategies
- Effectively managing differences between the generations
- Replacing Five Forbidden Phrases® w/ Positive Alternatives
- Best practices for email subject lines and address fields
- Handling ethical dilemmas the moment they appear
- The six cardinal rules of customer retention and loyalty
- The importance of delivering Business Friendly℠ service
- How to respect & communicate effectively with co-workers
- Contrasts between passive, average & proactive service
- 6 ways to improve listening skills and deliver better service
- The personal philosophies of six service superstars
- How service after the sale builds customers for life
- When to use open-ended, closed-ended, probing & echo questions
- Deploying the Power of You during interviews & appraisals
- Why bringing an ‘observable level of enthusiasm’ is so important
- The distinction between features and benefits
- To be truly sensitive and empathetic to customer needs
- Management skills to better lead, coach and mentor others
- How to conduct more effective & engaging meetings
- Avoiding weak, wimpy words in business communication
- The relationship between internal & external customer service
- plus hundreds more skills, strategies & techniques!