• Change: Avoiding Ulcers in the New Abnormal World
  • List the four steps of processing change
  • Describe personality traits as they relate to change resistance
  • Recognize the value of the Personal Power Grid
  • Apply techniques for managing personal transition
• Client Needs: Beyond Best Practices in Client and Customer Service
  • Differentiate between customer service and customer experience
  • Recall the three levels of customer relationships
  • Recognize core organizational and cultural decisions that build a sustainable culture of good customer experience
  • Recall key points of the Herzberg’s Motivational Theory
  • List techniques for delivering great customer experiences
• Development: Moving From Employee to Manager to Leader
  • Recognize the new roles of Manager and Leader from a beginning point of employee
  • Understand how to set SMART goals and communicate them up and down the organizational chain.
  • Recall the elements of leader credibility
  • Identify successful and unsuccessful techniques used for motivating people
  • Identify challenging factors when managing friends
• Engagement: Motivating the Next Workforce
  • Identify how to motivate high performers
  • Identify techniques to better engage the new workforce
  • Recall components of the New Model of Leadership
  • Recognize how to motivate all generations using three valid motivational theories
• Greatness: Building a Productive, Resilient Workforce
  • Identify key techniques for hiring high performers
  • Recognize key indicators of a hire’s long-term success
  • Identify what motivates a high performing team
  • Identify key characteristics of a strong employee/employer relationship
  • Recognize the core values that are most highly valued across all generations
• Inclusion: Building a Sustainable Culture of Diversity
  • Define a modern implementation of Diversity and Inclusion
  • Recognize the impact of generational issues on Diversity
  • Define organization culture
  • Identify the performance benefits of managing a competitive advantage
  • Recognize the ethical underpinnings of Diversity and Inclusion
• The Next Generation: A Different Take on the Generations
  • Recognize the shifts happening in the generations that make up the workforce – how to read and react to those shifts
  • Identify effective communication strategies using a mix of communication channels across generations, while maintaining a consistent message
  • Identify strategies for keeping high performing talent from across all generations
  • Recognize the main types of information and how to use them to best reduce information overload
  • Identify the three core values that all generations have in common as the most important

Series Modules:

• Change: Avoiding Ulcers in the New Abnormal World
• Client Needs: Beyond Best Practices in Client and Customer Service
• Development: Moving From Employee to Manager to Leader
• Engagement: Motivating the Next Workforce
• Greatness: Building a Productive, Resilient Workforce
• Inclusion: Building a Sustainable Culture of Diversity
• The Next Generation: A Different Take on the Generations

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