How To Be A Terrible Team Member℠ Series

Learn Nine Traits Which Are Guaranteed to Frustrate and Annoy Coworkers!

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!

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!