Developing New Tools for Leaders Image

Welcome – Communications Skills Training Active Listening – Introductory video and hands on exercise Difficult Conversations – skills based exercise Break - - Networking time Customer Service at it’s best

Active Listening

What are your goals for the conversation? What does success look like? How will the other person truly feel heard? Select a partner to do the Active Listening scenario – “greens” pair up with a “blue” Insert image here

Active Listening Techniques Technique PurposeTo Achieve PurposesExamples Paraphrasing (restating)  Convey interest  Encourage to keep talking  Restate the information just received with one’s own words “So you think this is the safer way but maybe not the best way.” Verbalizing emotions  Show that one understands  Help the speaker to evaluate his/her own feelings  Reflect the speakers basic feelings and emotions in words “So you were happy to be there…” Asking  Get more information  Ask questions “Are you speaking about yourself?” Summarizing  Review progress  Pull together important ideas and facts  Establish a basis for further discussion  Restate major ideas expressed including feelings “So, your major concern is not being trusted…” Clarifying  Clarify what is said  Help the speaker see other points of view  Restate major ideas expressed including feelings “You said that you have reacted immediately. Was this still on the same day?” Encouraging  Convey interest  Encourage to keep talking  Use varying voice intonations  Offer ideas and suggestions “That interests me” Balancing  Get more information  Help the speaker to evaluate his/her own feelings  Ask questions“Did you perceive the inconvenience worse than not being taken seriously?”

Difficult Conversations Having a difficult conversation – demonstrates true performance development – plan for this conversation sooner rather than later Basic fear of confrontation – have to “frame” the conversation with boundaries and manage the emotions – yours and theirs Become comfortable controlling the conversation Are you confident in your position and using active listening skills?

Difficult Conversations - Template The basics of the issue – establish the facts Intentions Impact of the issue Contribution to the issue – consult others if needed Feelings that you will bring to the conversation What do you hope to accomplish? – Describe what improvement looks like What is the difference between the two stories? – What are the feelings around the difficulty? How have you each contributed to the situation? What is the underlying purpose/cause of the difference How will you set boundaries and direct or re-direct the conversation? Name the emotional dynamics, on the spot – clear the air – transform anxiety to strength Problem solve, invent options, develop procedures, next steps? Invite the other person to solve the problem What if? - a compromise can’t be reached – it’s ok to take a break – regroup later

Customer Service TAP – Transforming Administration Procedure – UW Service Guidelines Be prepared Voice, tone, identify yourself – no acronyms Ask Permission, thank them. Customers want to know what you can do Complete a handoff of a customer Acknowledge dissatisfaction Become like private industry with a strong focus on customer service I’ll have to vs. I can’t do Let me find out vs. I don’t know I have the time vs. I am too busy right now

First Law of Customer Service S=E+P Satisfaction = Expectation + Perception UWMC – Ask, Assist, Escort, Refer, Privacy, Respond, Apologize, Anything else? Nordstrom: Empower the employee, salespeople rarely point, walk your purchase around the corner 2015 Top Ten Companies in Customer Service Amazon, Chick-fil-A, Apple, Marriott, Kroger, Fed Ex, Trader Joe’s, Sony, Samsung, UPS

Who are our customers – everyone!

Thank You!