Monthly Leadership Development Programs
| Date & Time | Module(s) | Format |
|---|---|---|
| Thursday, 6th June 2024, 8.30am to 10.45am | 06A | Virtual |
| Thursday, 13th June 2024, 8.30am to 10.45am | 06B | Virtual |
| Thursday, 20th June 2024, 1.00pm to 5.30pm | 06A & 06B | In-person |
06A: Trust: The Leadership Differentiator
Featuring Sylvie di Giusto
How often do you consider where trust is missing and the consequences? Trust is the foundation of nearly everything in life. An organizational culture of trust is the difference between success and failure. The stakes are high and the degree of trust in the workplace directly correlates to business results. According to HBR, employees in high-trust organizations reported experiencing 74% less stress at work, 50% higher productivity, and 76% more engagement.
Sylvie di Giusto is an internationally acclaimed speaker and author of two books, including The Image of Leadership.
Learning Objectives:
- Identify ways trust contributes to high-performing organizations.
- Name the 5 Trust Traits that build leadership capability.
- Use a 3-step framework to rebuild trust.
06B: Captivate Your Customer
Featuring Shep Hyken
Today’s digital world means options and options mean you have a higher degree of competition to win and retain loyal customers. If you want loyal customers, you must evolve your customer service strategy. The basic premise of customer service has not changed. People have a problem and they want their problem solved. What has changed are the methods we use to solve their problem. Solving problems is not limited to just our frontline employees, it impacts everyone, no matter what role you have in the organization.
Captivate Your Customer provides an opportunity to examine your customer service strategy, develop a clear understanding of the customers you serve, both internal and external, and identify barriers preventing your success. You will craft and execute a compelling customer service vision (using seven industry leading strategies) to influence your internal and external customer experience. The result? Engaged employees and loyal customers. Learn how to Captivate Your Customer and drive business results.
Learning Objectives:
- Create customer service Moments of Magic.
- Craft an inspiring customer service mantra.
- Explain the best strategies to captivate a customer.
