1. Developing New Tools for Leaders Image

2. 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

3. Active Listening

4. 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

5. 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?”

6. 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?

7. 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

8. 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

9. 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

10. Who are our customers – everyone!

11. Thank You!