Facilitation of strategy or planning sessions
Boards and executive team strategy sessions represent a key moment in the calendar of your operation. It may be the annual retreat, or it might be a review between those big events. When you need someone to help set the scene, keep things flowing and get you to the outcomes you need, we can help.
Paul Murphy has experience over many years providing support at this level, and is able to help you tap into your best innovative thinking and reach the best considered positions possible.
As Seth Godin noted in a satirical post, committee planning often produces plans that are safe, but vague. He said this was because "no one ever got in trouble for failing to meet a vague plan”. But, as he pointed out, vague plans are very unhelpful when it’s time to make a hard decision. So our aim is to help you develop plans that are challenging yet achievable, linked to a suitable vision yet flexible enough to respond to changes in the climate.
We can work with you onsite or offsite, and can bring additional resources and facilitators to the program if needed, including guest speakers and co-facilitators
Special purpose facilitation
Looking for other help with facilitation? We will partner with you to scope, design and deliver specific programs based on your needs. We'll set outcomes with you, and ensure that we do everything humanly possible to help you reach them.
Contact us for a confidential discussion on how we can help 'facilitate' your success.
Built to Last
Built to Last is our program for taking product or service development from random, haphazard and reactive to strategic, deliberate and proactive. Designed initially for the technical department of a leading IT and Communications company, it’s now available for your service or product development team.
It works for teams involved in services development as well as technical or physical product development. The program covers:
- Using a Strategic focus, bringing a long-term perspective to development;
- Applying business vision practically in development and service delivery;
- Effective project planning;
- Bringing strategy to managing relationships;
- Improving communication and Influence skills - especially with important stakeholders;
- How strategy relates to your Industry;
- Time management and productivity, including prioritization and multitasking – keeping multiple projects moving forward;
- Decision-making with appropriate levels of independence;
- Using a ‘team’ orientation; having an individual and workgroup performance focus; working with the broader business team.
Built to Last can be customised to suit your organisation’s vision and strategic objectives. Consulting advisory services to match the program are available. As well as optimizing strategic development, it will have a positive and lasting impact on team performance.
Internal Customer Service
In the corporate world, internal (employee) services, were often known as corporate services department, and often seen as corporate 'police'. Their internal customers only noticed the compliance requirements they imposed - reporting, following systems, adhering to rules. This same function is already now often recognised more as a support provider, however today things are changing even faster again...
From the old school approach of ‘corporate watchdogs’, internal services have moved to an awareness of their role as enablers and supporters.
It’s going beyond this now to seeing members of your workforce as consumers, and the role of internal service providers being to provide a seamless consumer experience to your employees in an integrated fashion. The fundamental shift is from the ‘services’ orientation to the ‘employee experience’ orientation.
This also means that those delivering internal customer service often need to make a shift in their thinking about their role. This can be particularly so if they've been in that role as part of an older culture in the past. Understanding this new model of service is one thing, and living the brand is really another - this is theory into practice.
In a workshop-style setting with a program confirmed by full discussions, we will work with your team to review, strategise, and re-set your internal service delivery model. Our program optionally includes customer service training for staff working at the frontline…and in internal services that is almost everyone on the team.
The Art of Customer Service
Customer service is where the rubber hits the road. Research into business performance has shown that 40% of marketing investment is wasted through the promotional promise being unwittingly undermined by ill-informed or demotivated behaviour by staff. The result is that 68% of those who do buy from a company...don't stick with them because of how they were treated.
If your business is underperforming in this area, things won't be great. However, it’s redeemable. Even a high-performing businesses can use a customer service refresher program, and if things are anything like the research example above, it's imperative that you don't spend anything on more marketing till you've fixed this problem.
In The Art of Customer Service, we cover areas including:
- The importance of living the brand, and the cost of not;
- How to build loyalty;
- The ART of Customer Service;
- Problem Resolution and Handling Difficult Customer Interactions;
- Influencing Customers...Communication, Rapport, Representational Systems;
- Personal Contribution to Customer Service.
In a sales environment, we include a module on selling skills.
This program can be resized to fit your team and your budget.
Team Leadership / Staff Management
For new Team Leaders and Managers, taking on the role effectively can require ‘upgrades’ in key areas of how they manage themselves and others.
Not everyone is a born leader or manager, and that first appointment to a team leader or manager role brings many challenges.
Our program includes:
- The role of managing – fundamentals;
- Your personal management style;
- Your identity as a manager and leader;
- The manager’s toolkit;
- How to step up from being a team member;
- Setting directions for teams and individuals;
- Establishing objectives, allocate work, delegating;
- Team dynamics and team leadership;
- ‘Difficult’ staff members / Challenging conversations;
- Managing / supporting the performance of others;
- Manager as coach.
Change is everywhere, and in 2015 the pace of change will only increase again. Mergers, new services, new products, new consumer interests, or new competitors – any of these forces will bring change.
Change management is the art of accounting for the human element in any change program. It’s not just a matter of ‘bringing people along’ or ‘selling them’; successful change programs include an extensive engagement strategy and participation in the process.
Our programs are designed at several levels.
We work strategically with the executive team to plan an effective and workable change program. We help leaders enhance their leadership and communication skills and approaches in times of change.
We provide group and one-to-one sessions for teams going through change.
Our extensive experience in this area will make a huge difference to how successfully your business and your people navigate that big change ahead.
Looking for something else?
We will design and deliver specific programs based on your needs – Contact us for a confidential discussion on the training you need to make your business a success.