Dealing with conflict and difficult people can take up a lot of our time not to mention the physical and emotional toll. In this module you will gain practical tools, skills and strategies to fast track to cognitive versus being emotional with the situation. Learn how to separate the person from the behaviour and get down to the facts of the actual situation at hand. Re-frame the fear and discomfort of "confrontation" to a new understanding, where you can move forward with a plan of action for the best outcomes.

(Aged Care Focused)
How do you move the team from task-focus to outcome focus?
How do you connect clinical practice to the big picture of vision- guided practice?
How do you acknowledge time pressure on one hand and on the other hand, inject enthusiasm and joy in what the team does for the residents?
How do you praise a team member who delivers person-centred care?
How do you appreciate staff when they demonstrate that they care in maintaining the dignity of residents regardless of cognitive state?
How do you model the way in customer service above and beyond and demonstrate professionalism regardless of circumstances and conditions?

This module is specifically designed to answer all those questions and to give you skills and strategies to capture the hearts and minds of the team members; to get people on side to deliver care and services with ease and willingness far beyond expectations.

“Service can be copied but excellent service can’t …it’s a cultural thing.”

In the shoes of your customers, how EASY does it feel to do business with you?

Customer dissatisfaction and complaints take precious time and energy to investigate and remedy - not to mention the emotional energy experienced by the customer, the staff and management. In a time-poor environment we often resort to “band aid” crisis management, attending to the “symptoms” rather than the bigger picture.

As we know, customers and clients have more choice than ever before with a great variety of service providers.

Why would people choose your provision over another?
Why would people choose to come back again?
Why would people gladly refer you to their family, friends or others?

Being focused on having people feel that you CARE about their experience, needs and outcomes goes a long way toward creating happy, satisfied customers.

"Customer Service – Above and Beyond" is designed to equip staff members with insight, tools and strategies to deliver customer service from the “inside out.”

In this double PowerWeek module, staff will gain insight, tools and strategies to provide service that goes above and beyond basic expectations …resulting in the satisfaction of positively touching the life of another through their daily interactions, whether over the phone or face to face.

Week 1, Module 1 – Participants will gain tools, skills and strategies to manage self first, through the power of perspective.

Week 2, Module 2 – Participants will gain tools, skills and strategies to take charge and set the tone for every interaction. From practicing empathy to clarity, ensuring people feel heard; to keeping their own emotions in tact, enabling them to focus on the needs of the customer with a “can do” attitude and respectful interaction.

Get down to the fundamentals of serving your customers in a way that has them feeling that you’re there for them.

The powerful thing about perspective is that as soon as we ‘label’ something it influences our belief systems. When our belief systems are influenced a certain way,­­ for example: - "I don't like the way he/she speaks to me" or "I don't think he/she likes me" or "he/she is rude" - those beliefs are now going to influence how we see certain people and situations, causing us to have an emotional reaction (expressed inwardly or outwardly!). This effects ourselves, team culture and productivity.

From day 1 of the PowerWeek, participants start implementing the tools and strategies right away, raising awareness to where they can deliberately and consciously change their perspective around people and situations. As each day unfolds with a do-able task to implement, participants progress through moment to moment self-realization, which begins to compound and express itself in positive behavioural change, more energy and vitality, and therefore, increased productivity.

Participants will gain the knowledge, skills and strategies to:

- Directionalize their thinking and attitudes
- Notice and identify peoples' strengths and positive personal qualities (no matter the Behaviour)
- Spot praise opportunities and build relationships
- Take charge and responsibility of their experience and actions