Legendary Service: The Key Is to Care
|
|
|
- Stuart Thornton
- 6 years ago
- Views:
Transcription
1 Legendary Service: The Key Is to Care Kathy Riley Cuff Senior Consulting Partner The Ken Blanchard Companies Legal Notice: These slides are being provided to support your participation in the online seminar which took place on July 22, 2015, and represent the proprietary intellectual property of The Ken Blanchard Companies. They are protected under international copyright law and cannot be resold, rented, loaned, or circulated to any third party. These slides cannot be used to create or deliver any form of a learning experience or training program. Additionally, they may not be duplicated or reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise without the expressed written consent of The Ken Blanchard Companies. The Ken Blanchard Companies unleashes the power and potential in people and organizations for the greater good.
2 Customers Fuel Business Without customers, you don t have a business The Ken Blanchard Companies. All rights reserved. Do not duplicate.
3 Dissatisfied Customers 96 % Never complain about poor service 90 % Will never shop with you again 1 Will tell nine others about dissatisfaction 00 % 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate.
4 What is Legendary Service? Consistently delivering ideal service that keeps customers coming back and results in a competitive edge for your organization The Ken Blanchard Companies. All rights reserved. Do not duplicate.
5 Agenda Create a culture of service for your organization Establish strong leadership practices that support the frontline Help all employees feel like customers in their own organization Understand the difference between service and services Create an action plan to increase sales through service 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
6 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate.. What makes up the culture in your organization?
7 Differentiate your organization with a culture of service Increase revenue Increase market share Increase customer loyalty Increase employee engagement Create a culture of service that attracts and retains top talent and makes you an employer of choice 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate.
8 Legendary Service starts at the top Strategic Leadership Vision Culture Strategic Imperatives Operational Leadership Policies, Processes, and Systems Leader Behaviors Fairness and Justice 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate.
9 Do your current policies, practices and procedures help your service providers deliver great service or get in the way? 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
10 Poll: To what extent do your policies, practices, and procedures get in the way of delivering great service to customers? a. None of the time b. Some of the time c. Most of the time d. All of the time 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
11 What is YOUR role? Executive/Senior Leader level Mid-Manager level Individual Contributor level 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
12 Serving both Internal and External Customers Service Implementation Traditional Pyramid Legendary Service Inverted Pyramid STRATEGIC LEADERSHIP FRONTLINE EMPLOYEES OPERATIONAL LEADERSHIP OPERATIONAL LEADERSHIP FRONTLINE EMPLOYEES STRATEGIC LEADERSHIP 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate.
13 Who knows how customers feel about your service? 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate.
14 MANAGEMENT % of problems 4 are known to top managers INTERNAL CUSTOMERS EMPLOYEES 9 % 74 % of problems are known to middle management of problems are known to supervisors 100 % of problems are known to frontline employees* *Jaffe, Scott, and Tobe: Rekindling Commitment: How to Revitalize Yourself, Your Work, and Your Organization 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate.
15 Take care of the people who take care of your customers The Ken Blanchard Companies. All rights reserved. Do not duplicate..
16 Most employees operate at only 65 70% of their potential The Ken Blanchard Companies. All rights reserved. Do not duplicate The 2009 Ken The Blanchard Ken Blanchard Companies. Companies. All rights All reserved. rights reserved. Do not duplicate Do not duplicate or transmit or transmit without written without permission written permission Item # EL00000 Item # ELxxxxx V V
17 Your employees are your FIRST customers make sure they feel that way 2014 The Ken 2015 Blanchard The Ken Blanchard Companies. All rights reserved. reserved. Do not duplicate.. Do not duplicate.
18 Employee Work Passion Employee work passion results from employee s positive experience with the organization its policies, products, and management practices The Ken Blanchard Companies. All rights reserved. Do not duplicate..
19 Measuring Employee Work Passion Hard measures Employee retention Absenteeism Internal shrinkage Vandalism Tenure Productivity Soft measures Employee commitment Turnover intention Job satisfaction Organization citizenship behaviors Work group climate Pay and benefits 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
20 To what extent are employees empowered to take action to create Legendary customer experiences in your organization? Project Manager IT Professional Sales Professional Marketer Customer Support 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate
21 Poll: To what extent are employees empowered to take action to create Legendary customer experiences in your organization? a. To no extent b. To some extent c. To a large extent d. To the fullest extent 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
22 What do you want to be known for? Service vs. Services 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
23 It s about showing customers you CARE about them. I C A R E deal service ulture of service ttentiveness esponsiveness mpowerment 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate.
24 Achieve Legendary Service Obtain top management buy-in Plan follow-up and reinforcement Demonstrate tangible value Ensure strategic integration Provide associates with the tools and resources to deliver on the expectations 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate.
25 Next Steps What next steps can you take to start creating Legendary Service in your organization as a Service Leader as a Service Provider to show your customers that you care The Ken Blanchard Companies. All rights reserved. Do not duplicate..
26 Poll: Other Resources a. Blanchard research and white papers b. Information on upcoming Blanchard events c. Information on Blanchard products and services 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
27 Questions & Answers Kathy Riley Cuff Senior Consulting Partner The Ken Blanchard Companies David Witt Program Director The Ken Blanchard Companies kenblanchard.com/legendary-service 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
28 Blanchard Global Headquarters Blanchard Locations Global Partners 2015 The Ken Blanchard Companies. All rights reserved. Do not duplicate..
29
30 The Ken Blanchard Companies unleashes the power and potential in people and organizations for the greater good.
3 Skills For Activating Optimal Motivation At Work
3 Skills For Activating Optimal Motivation At Work Susan Fowler Senior Consulting Partner The Ken Blanchard Companies Legal Notice: These slides are being provided to support your participation in the
The New One Minute Manager: Managing Your Work and Life
The New One Minute Manager: Managing Your Work and Life Ken Blanchard Chief Spiritual Officer The Ken Blanchard Companies Legal Notice: These slides are being provided to support your participation in
On-Boarding New Leaders: A Developmental Approach
On-Boarding New Leaders: A Developmental Approach Dessalen Wood VP of Talent Development Cineplex Entertainment Legal Notice: These slides are being provided to support your participation in the online
A Primer for New Managers: Respect, Trust, and Accountability
: Respect, Trust, and Accountability Ann Phillips Senior Consulting Partner The Ken Blanchard Companies Legal Notice: These slides are being provided to support your participation in the online seminar
A Closer Look at the New Science of Motivation
A Closer Look at the New Science of Motivation Presented by Susan Fowler co-author OPTIMAL MOTIVATION Legal Notice: These slides are being provided to support your participation in the online seminar which
A Manager s Guide to the Emotional Workplace
A Manager s Guide to the Emotional Workplace Eryn Kalish, M.C. Founding Principal, Workplace Connections Legal Notice: These slides are being provided to support your participation in the online seminar
Help New Managers Succeed with Good Leadership Habits
Help New Managers Succeed with Good Leadership Habits Scott Blanchard The Ken Blanchard Companies 2016 The Ken Blanchard Companies. All rights reserved. Do not duplicate.. The Ken Blanchard Companies unleashes
Motivation as a Skill: Strategies for Managers and Employees. Susan Fowler Senior Consulting Partner The Ken Blanchard Companies
Motivation as a Skill: Strategies for Managers and Employees Susan Fowler Senior Consulting Partner The Ken Blanchard Companies Tips for the Webinar Tweeting? Please use these tags: #optimalmotivation
Developing an Empowered Workforce with Self Leadership. Susan Fowler The Ken Blanchard Companies
Developing an Empowered Workforce with Self Leadership Susan Fowler The Ken Blanchard Companies Tips for the Webinar Follow along on Twitter: @leaderchat #TIwebinars US: +1.888.799.9666 ext 2 UK: +44.800.368.7314
EBOOK GREAT LEADERS DON T TELL YOU WHAT TO DO, THEY DEVELOP YOUR CAPABILITIES.
EBOOK GREAT LEADERS DON T TELL YOU WHAT TO DO, THEY DEVELOP YOUR CAPABILITIES. Hard to believe, but some managers don t understand how critical coaching is for development, growth, and a proactive work
The Art of Empowerment. Lynn E. Lawrence, CMSgt(ret), USAF CPOT, ABOC, COA, OSC Consultant
The Art of Empowerment Lynn E. Lawrence, CMSgt(ret), USAF CPOT, ABOC, COA, OSC Consultant Quote If your actions inspire others to dream more, learn more, do more and become more, you are a leader. John
Don t Let Your Ego Hijack Your Career: 4 Warning Signs
Don t Let Your Ego Hijack Your Career: 4 Warning Signs David Witt Program Director The Ken Blanchard Companies It is estimated that the base rate of managerial failure ranges from 30 to 67 percent, with
Welcome! Unwavering Support for Uncommon Heroes tm
Welcome! Engaging your Auxiliary s Existing Members Attracting new members to your Auxiliary is critical, but do not underestimate the importance of keeping existing members. What if you thought of your
Trust: An Essential Ingredient for Leadership Success
PERSPECTIVES BUILDING TRUST Trust: An Essential Ingredient for Leadership Success A key component of successful working relationships between leaders and followers, trust enables cooperation, encourages
MANAGEMENT ESSENTIALS. from
MANAGEMENT ESSENTIALS from Managing is done minute to minute in a series of conversations. Goal Setting Praising Redirecting Wrapping Up The Four Core Conversations Learn the Four Core Conversations effective
Vision. Mission. Hopelink s Values. Introduction. A community free of poverty
Vision A community free of poverty Mission Hopelink s mission is to promote self-sufficiency for all members of our community; we help people make lasting change. Hopelink s Values Growth and Human Potential
Strategy at Work. MedStar Health. Engaging people, improving performance
Strategy at Work MedStar Health Engaging people, improving performance About MedStar Health A $3.1 billion nonprofit health care organization formed in 1998 Headquartered in Columbia, MD Operates eight
The Nature of Work Motivation
The Nature of Work Motivation Chapter 6 Sixth Edition Jennifer M. George & Gareth R. Jones Copyright 2012 Pearson Education, Inc. Publishing as Prentice Hall 6-1 Learning Objectives Appreciate why motivation
CHAPTER GUIDELINES Contents: Updated: Fall 2017
CHAPTER GUIDELINES Contents: (click each section to be taken there) A B C D E F G What is a Chapter? Chapter Guidelines Chapter Structure Chapter Administration Chapter Activities & Annual Plans Opening
OUR VISION, OUR PLAN. LET S MAKE IT HAPPEN. CREW Baltimore Strategic Plan
OUR VISION, OUR PLAN. LET S MAKE IT HAPPEN CREW Baltimore Strategic Plan Envisioned Future Core Purpose: Mission CREW Baltimore is to be the organization of choice for Women within the Baltimore metropolitan
Service Recovery: Everyone s Responsibility
Service Recovery: Everyone s Responsibility Carol Santalucia, MBA Vice President CHAMPS Patient Experience Toronto Boston Adelaide London www.rlsolutions.com About the Webinar Series Free webinars hosted
PHASE 1 OCDA Scale Results: Psychometric Assessment and Descriptive Statistics for Partner Libraries
Running head: PHASE I OCDA RESULTS PHASE 1 OCDA Scale Results: Psychometric Assessment and Descriptive Statistics for Partner Libraries Paul J. Hanges, Juliet Aiken, Xiafang Chen & Hali Chambers University
M.E.E.T. on Common Ground
M.E.E.T. on Common Ground Speaking Up for Respect in the Workplace M.E.E.T. on Common Ground 2001, Revised 2003 VisionPoint Productions and Alexander Consulting & Training, Inc. All rights reserved. No
The Dental Corporation Opportunity
The Dental Corporation Opportunity for Practice Principals. It s the perfect professional collaboration. You focus on dentistry, we look after the paperwork. In recognition of what you, the Practice Principal,
Foundations of Individual Behavior
Robbins & Judge Organizational Behavior 13th Edition Foundations of Individual Behavior Bob Stretch Southwestern College 2-0 Chapter Learning Objectives After studying this chapter, you should be able
Chapter Affiliation Annual Report Workbook
2017 Chapter Affiliation Annual Report Workbook International Association of Workforce Professionals 3267 Bee Caves Road Suite 107-104 Austin, Texas 78746 info@iawponline.org Phone 1-888-898-9960 Letter
The Leader as Value Creator 2014 ISA Annual Business Retreat. Ken Blanchard
2014 ISA Annual Business Retreat Ken Blanchard Participant Workbook Leaders who are value creators realize leadership is not about them but about the people they are serving. In other words, they are servant
Conflict of Interest Policy
Revised 10/13/2016 Conflict of Interest Policy All AMIA leaders have an obligation to make decisions and conduct affairs of the organization based, first and foremost, upon the desire to promote AMIA and
Using applied EI to enable effective procurement
Using applied EI to enable effective procurement Peter Clarke, Senior Consultant/ Product Consulting Manager peter.clarke@ @peter_jca Who are JCA Global? Passion We are a team of highly experienced Business
Positive Responses Neutral Responses Negative Responses Do Not Know/No Basis to Judge
2006 Federal Human Capital Survey Department of Health and Human Services - Centers for Disease Control and Prevention Trend Report Number of Surveys Returned: 3600 This is a summary-by-question of your
Chapter Affiliation Requirements Workbook
2019 Chapter Affiliation Requirements Workbook Association for Talent Development (ATD) Chapter Services Dear Chapter Leader, Welcome to the 2019 CARE Planning Workbook, a guiding tool for chapters to
15-18 STRATEGIC PLAN
20 15-18 STRATEGIC PLAN A MESSAGE FROM THE PRESIDENT Alastair McEwin President For over 100 years, the Deaf Society has been the leading provider of specialist services for deaf, deafblind and hard of
Public Training Schedule
Public Training Schedule 2019 www.managementmix.com Training Categories Strategy 1 2 3 4 5 Processes Sales Talents Customer Service 6 7 8 9 Marketing IT Structure Resources Training Types Public Training
Survey of local governors associations 2014
Survey of local governors associations 2014 Thank you to the 30 local associations that took part in our survey. This represents just under half of the local associations who are in membership of National
KIRKPATRICK TRAINING EVALUATION DOESN T HAVE TO BE AS FORMAL AS YOU THINK
KIRKPATRICK TRAINING EVALUATION DOESN T HAVE TO BE AS FORMAL AS YOU THINK Wendy Kirkpatrick and Jim Kirkpatrick, PhD Thursday, January 11, 2018 Training Magazine Network Trademark and Copyright Warning
RED BEE MEDIA GENDER PAY GAP REPORT April th MARCH 2018
RED BEE MEDIA GENDER PAY GAP REPORT April 2017 15 th MARCH 2018 Ensuring equality At Ericsson, we work proactively to improve diversity and inclusion. Over the past few years, we have made steady progress
FLUOR LIMITED GENDER PAY GAP REPORT 2017
FLUOR LIMITED GENDER PAY GAP REPORT 2017 FLUOR GENDER PAY GAP REPORT 2017 Hiring the right people is critical to our success. In the UK, we are working to create a balanced workforce and supporting government
American College of Medical Practice Executives Case Study. Starting an In-house Physical Therapy Program in an Orthopedic Practice
American College of Medical Practice Executives Case Study Starting an In-house Physical Therapy Program in an Orthopedic Practice This paper is being submitted in partial fulfillment of the requirements
Alertness and Sleep Health Management Research & Technology. Strategic Opportunity Overview
Alertness and Sleep Health Management Research & Technology Strategic Opportunity Overview (V2, updated 11/9/18) Myron Kassaraba, Managing Director MJK Partners, LLC myron@mjkpartners.com Tel: 617-448-9558
JTI Switzerland. JTI Schweiz 3
JTI Schweiz 3 Who we are 300 employees JTI has been manufacturing tobacco products in the Wiggertal area for over 45 years. The local market organization and the production facility in Dagmersellen (canton
Strengths Finder. Profile 2.0
Strengths Finder Profile 2.0 Strengths Finder Scott Stockton Professional Advantage Consulting Training Development Leadership/Management Customer Service T 3842 Harlem Rd. Suite 400-150 Buffalo, NY 14215
E=MC 2 The Relativity of Sustainability
E=MC 2 The Relativity of Sustainability Presented by J. R. McGee Managing Partner and CEO Company Proprietary Company Information Proprietary Information A Great Idea Ain t Enough! What Is The Average
POLICY ON DRUGS & ABUSE
POLICY ON DRUGS & ABUSE 1 Statement of Need Nangia & Co has a strong commitment to the health, safety and welfare of its employees, their families and its customers. Widely available statistics and information
Committed to Environment, Health and Safety
Committed to Environment, Health and Safety Environment, Health and Safety Management System and Policy of GCP Applied Technologies Inc. SEPTEMBER 1, 2017 The GCP Environment, Health, and Safety Management
Committed to Change, PC Cumberland & Annapolis Maryland
Committed to Change, PC Cumberland & Annapolis Maryland Strategic Plan for 2017-2020 with specific planning for calendar year 2017 November 2016 Purpose This document provides an overview of the vision
Ethics: Where Do You Stand?
Ethics: Where Do You Stand? 1 Definitely Not 2 Probably Not 3 Maybe (Not Sure) 4 Probably 5 Definitely Personal You download music and videos for free off the internet You give a store clerk $10 for a
Living and Leading From The Inside Out
Living and Leading From The Inside Out March 2016 My intentions for possibilities: To create a safe climate for mutual sharing; (Empowering learning cultures) To inspire collective action for self awareness;
CHILDREN S ADVOCACY CENTER EXECUTIVE DIRECTOR SEARCH
CHILDREN S ADVOCACY CENTER EXECUTIVE DIRECTOR SEARCH INFORMATION PACKET The Children s Advocacy Center of Kent County has led the local effort to recognize, report and reduce child sexual abuse since 1993.
NATURE EMPOWERMENT FOLLOWERS
The Nature of Empowerment of Followers Rae Liebenstein 10/20/2014 1 It is the leaders job to push their followers and empower them. The definition of empowerment is to give official authority or legal
Strategic Plan
Strategic Plan 2015 18 President s message The Royal College of Psychiatrists is committed to improving the lives of people with mental illness. This strategic plan is based on the top three priorities
Honesty vs. recognition; integrity vs. advancement; short- term vs. long- term
Ethics Case Studies Answer Guide LEE PART 1 Lee has been with XYZ Property Casualty Company for twelve years, all in a large regional office in the Midwest. He established an impressive track record of
Recruitment Information Pack. Events Fundraising Manager
Recruitment Information Pack Events Fundraising Manager Introduction Thanks so much for taking the time to consider this exciting opportunity to become a key player in the fundraising team here at Ambitious
Content and Communications Manager
Content and Communications Manager Maternity cover for 9 to 12 months We want to change the world for blood cancer patients. Your job is to help us have the greatest possible impact by developing and improving
Marketing the Circle of Life
Contexts 1. Self-care, wellness, health promotion 2. Life & Health Coaching 3. Living from life purpose 4. Stress management stress mastery, resiliency, reduction 5. Disease management, chronic disease
2014 The Ken Blanchard Companies. All rights reserved. Do not duplicate Item # EL1349 V
2014 The Ken Blanchard Companies. All rights reserved. Do not duplicate Item # EL1349 V080114 1 A Team Two or more people who must work together to accomplish a common purpose and are mutually accountable
Florida s Children First, Inc. Strategic Plan
Florida s Children First, Inc. Strategic Plan 2019-2022 November 2018 Florida s Children First, Inc. Vision Statement The Vision of Florida s Children First, Inc. is that Florida puts its children and
Florence Prescription
Highlights From the Florence Prescription www.theflorencechallenge.com www.valuescoach.com Joe@ValuesCoach.com Eight Essential Characteristics of a Culture of Ownership Commitment - to values, vision and
Upskill your staff for success
Upskill your staff for success Empower your staff by upskilling them with an Active IQ elearning course. A skilled and motivated workforce can be the difference between a good and a great organisation.
Connecting to the Guest. Dr. John L. Avella Ed.D Cal State Monterey Bay
Connecting to the Guest Dr. John L. Avella Ed.D Cal State Monterey Bay Connecting to Guest Developing Relationships Create Loyal Guests Role of Guest Service Provider To create a unique emotional experience
Team Acceleration Guide
Degrees of Strength Team Acceleration Guide www.degreesofstrength.com 2012 Verus Global Inc. All Rights Reserved. 1 Use this guide to develop and accelerate... (Guide pages 3-8) (Guide pages 8-9) (Guide
Acquisition of BP s Interests in Bruce, Keith and Rhum Fields in the North Sea Frequently Asked Questions
Acquisition of BP s Interests in Bruce, Keith and Rhum Fields in the North Sea Frequently Asked Questions 1. What is Serica buying? Serica Energy is buying the Bruce, Keith and Rhum (BKR) package of assets
Accessibility for People With Disabilities
Accessibility for People With Family Day Care Services 2010 A G E N D A Why are we having this training? Accessibility Standards for Customer Service / Ontario Regulation 429/07 Meeting the requirements
Introduction. Click here to access the following documents: 1. Application Supplement 2. Application Preview 3. Experiential Component
Introduction The Via Hope Recovery Institute aims to promote mental health system transformation by helping organizations develop practices that support and expect recovery, and by promoting the voices
Protecting Mental Health at Work the role of Canada s new National Standard on Psychological Health and Safety in the Workplace. George Brown College
Protecting Mental Health at Work the role of Canada s new National Standard on Psychological Health and Safety in the Workplace George Brown College Humanizing the Workplace 2013 Martin Shain S.J.D. What
Position Profile Chief Executive Officer Feeding America San Diego San Diego, CA
Position Profile Chief Executive Officer Feeding America San Diego San Diego, CA Feeding America San Diego is seeking an experienced and inspirational Chief Executive Officer to lead this impactful and
Value creation through profitable growth Handelsbanken Nordic Large Cap Seminar, Stockholm 2016 Anders Lonning-Skovgaard, CFO
Value creation through profitable growth Handelsbanken Nordic Large Cap Seminar, Stockholm 2016 Anders Lonning-Skovgaard, CFO Coloplast has four business areas all with global sales presence Group revenue
Relationship Fundraising 2.0: What Can We Learn From Philanthropic Psychology. Adrian Sargeant PhD
Relationship Fundraising 2.0: What Can We Learn From Philanthropic Psychology Adrian Sargeant PhD @RogareFTT @adriansargeant adrian.sargeant@plymouth.ac.uk How do we build relationships? Everything we
Empowered Entrepreneur Training Program (EETP)
Empowered Entrepreneur Training Program (EETP) ETHOS conference January 2018 Katie Gross Women s entrepreneurship and empowerment in the clean energy value chain As primary managers of household energy,
Stress Resiliency in the Workplace. Learning Objectives. Agenda. Laura Hambley, Ph.D. Organizational Psychologist
Stress Resiliency in the Workplace Laura Hambley, Ph.D. Organizational Psychologist May 10, 2007 1 Learning Objectives Understand the Stress Response Understand more about the causes and impacts of stress
Bold Dreams, Bright Futures. CNIB Strategic Plan
Bold Dreams, Bright Futures CNIB Strategic Plan 2018-22 Mission To change what it is to be blind through innovative programs and powerful advocacy that enable Canadians impacted by blindness to live the
Mental Toronto Hydro
Mental Health @ Shirley Powell, Director, HR Planning, Systems & Rewards Benefits Canada s 2015 Healthy Outcomes Conference June 9-11, 2015 Niagara-on-the-Lake Company Overview Established in 1911 Largest
STRATEGIC PLAN
STRATEGIC PLAN 2019-2028 3 EXECUTIVE SUMMARY Health at the center Good health changes everything. With good health, children can learn, parents can provide and neighbors can work together to build, and
THE CARDIFF COMMITMENT TO YOUTH ENGAGEMENT AND PROGRESSION: REPORT OF DIRECTOR OF EDUCATION & LIFELONG LEARNING
CITY OF CARDIFF COUNCIL CYNGOR DINAS CAERDYDD EXECUTIVE PUBLIC SERVICES BOARD: 10 TH MARCH 2017 THE CARDIFF COMMITMENT TO YOUTH ENGAGEMENT AND PROGRESSION: REPORT OF DIRECTOR OF EDUCATION & LIFELONG LEARNING
Joy Sylvester-Johnson, CEO Roanoke Virginia
Joy Sylvester-Johnson, CEO Roanoke Virginia JULY 2 nd 1948 Roanoke Virginia Our Objective Then and Now Helping hurting people in Jesus name THE WHAT: there are many ministries under one roof THE HOW:
Craft Personality Questionnaire
Craft Personality Questionnaire Evidence of Reliability and Validity 888-298-6227 TalentLens.com Copyright 2008 Pearson Education, Inc., or its affiliates. All rights reserved. Copyright 2008 by Pearson
Attitude Measurement
Business Research Methods 9e Zikmund Babin Carr Griffin Attitude Measurement 14 Chapter 14 Attitude Measurement 2013 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or
Integrated Addiction Services Glasgow City. Christine Laverty Head of Addiction Services North West Glasgow April 2014
Integrated Addiction Services Glasgow City Christine Laverty Head of Addiction Services North West Glasgow April 2014 Many drug users have a myriad of health and social problems which require interventions
GENDER PAY GAP REPORT
2017 GENDER PAY GAP REPORT WELCOME The 2017 Gender Pay Gap report for ODEON UK (a combination of ODEON Cinemas Ltd and United Cinemas International (UK) Ltd), outlines our progress to date in reducing
DEAF COMMUNITY OUTREACH PILOT & COMMERCIALIZATION
DEAF COMMUNITY OUTREACH PILOT & COMMERCIALIZATION 1 PARTNERSHIPS This project was made successful from the collaboration of the following teams: 2 INTRODUCTION VIDEO HOLD SPACE FOR INDRODUCTION VIDEO 3
Understanding the True Realities of Influencing. What do you need to do in order to be Influential?
Understanding the True Realities of Influencing. What do you need to do in order to be Influential? Background and why Influencing is increasingly important? At Oakwood Learning we have carried out our
The Interface Between Risk and Ethics. Minnesota Energy Expo September 18, 2017
The Interface Between Risk and Ethics Minnesota Energy Expo September 18, 2017 Risk and Ethics How are Risk and Ethics defined? What are likely sources of risk/ethical problems? How are they related? How
Strategic Plan Executive Summary
S TRATEGIC P LAN Created By Denver Indian Family Resource Center February 23-24, 2016 DIFRC Office Lakewood, CO Strategic Plan Executive Summary Facilitated and documented for First Nations Development
UCT Conference Incoming President s Speech Delivered by UCT President Chris Phelan July 4, 2018
UCT Conference 2018 - Incoming President s Speech Delivered by UCT President Chris Phelan July 4, 2018 Change is the law of life. Those who look only to the past and present are certain to miss the future.
Our discussion. What is empathy Expressing empathy Empathy impacts: Sustaining an empathetic culture
About Us 1 Our Services 2 Our discussion What is empathy Expressing empathy Empathy impacts: Patient satisfaction Service recovery Profitability Sustaining an empathetic culture 3 What is Empathy? 4 Feelings
CAT - Negative Feedback
CAT - Negative Feedback Cinnamon St John, NYU Wagner 1. Background The idea behind performance appraisals, and feedback in general, is that employees will better understand both their strengths and the
American College of Healthcare Executives 2018 Chapter Development Report Division of Regional Services March 2018
American College of Healthcare Executives 2018 Chapter Development Report Division of Regional Services March 2018 Since the establishment of chapters in 2004 the Chapter Development Report has tracked
MEMBERSHIP BEST PRACTICES
MEMBERSHIP BEST PRACTICES PDG Brent D. Rosenthal Zone 30 Rotary Coordinator A. Attraction Recruiting alone does not work to grow Rotary successfully. History shows that recruiting programs invariably result
The National Center for State Courts. Sexual Harassment Training For Employees
The National Center for State Courts Sexual Harassment Training For Employees Module I Table of Contents Introduction Objectives Pre- Assessment Definition of Sexual Harassment Types of Sexual Harassment
What is the SOLdier youth team? SOLdier team members take action by: Responsibilities of SOLdier youth team: Rewards of Serving as a SOLdier:
What is the SOLdier youth team? SOLdiers are a group of talented young leaders, ages 12-17, who will join Saving Our Legacy (SOL): African Americans for Smoke-Free Safe Places (efforts in education, policy,
Intrinsic Motivation Workbook
Intrinsic Motivation Workbook You do not have resell rights to this ebook. All rights reserved. Unauthorised resell or copying of this material is unlawful. No portion of this ebook may be copied or resold
Dental insurance: A bright idea for your business
Dental insurance: A bright idea for your business Many challenges, one solution Your business faces a variety of challenges every day. Fortunately, you can solve many of them through one solution: offering
Human Dynamics of Change Part 1. September 9, 2009
Turning Resistance into Commitment Human Dynamics of Change Part 1 Dean Anderson Dean Anderson September 9, 2009 Objectives Understand What Causes Resistance Learn Strategies to Turn Resistance into Commitment
Dr. Adeniyi Mofoluwake. MPH 543 Leadership and Organizational Management. Week 3 Case Study Analysis 2. Instructor Dr.
Dr. Adeniyi Mofoluwake MPH 543 Leadership and Organizational Management Week 3 Case Study Analysis 2 Instructor Dr. Shantel Anderson A Motivational Plan Using the Content Theories of Maslow, Hezberg and
Committee Roles, Responsibilities and Expectations Sacramento Brain Freeze 2017
Committee Roles, Responsibilities and Expectations Sacramento Brain Freeze 2017 The Committee Members for the National Brain Tumor Society (NBTS) are volunteers who are passionate and knowledgeable about
Successful Senior Marketing Sales Support Materials
Successful Senior Marketing Sales Support Materials 1. Contents of This DVD DVD Table of Contents PDF 2. Slide Presentation System Slide Set #1 The Challenges of Growing Older PPT Slide Set #2 Aging Seniors
ON SHELF AVAILABILITY ALIGNMENT PROJECT 2011 ASIA PAC SURVEY RESULTS
ON SHELF AVAILABILITY ALIGNMENT PROJECT 2011 ASIA PAC SURVEY RESULTS Introduction The ECR Asia Pacific OSA working group conducted an online survey between July and September 2011 aimed at gaining insights
Sports Events Manager
Sports Events Manager Permanent We have been the title sponsor and official charity of the Blenheim Palace Triathlon for the past 4 years, official charity of the Prudential Ride London 100, Birmingham
AutismTom Brundage. At Work. Employment Pathways 22 January Kristen Doran Senior Human Resources Business Partner Ireland
At Work AutismTom Brundage General Manager, Specialisterne UK Employment Pathways 22 January 2015 Kristen Doran Senior Human Resources Business Partner Ireland IT S NOT ABOUT BEING DIFFERENT. IT S ABOUT
Embracing Strengths in Times of Change. presented by Dr. Monica Scamardo
Embracing Strengths in Times of Change presented by Dr. Monica Scamardo monica@variateconsulting.com What Changes Are Your Organizations Facing? 4 (44%) (70%) (86%) Engaged vs Actively Disengaged Work
Introduction...2 A Note About Data Privacy...3
Introduction........2 A Note About Data Privacy......3 Indexes Overall Satisfaction......4 Recommend Employment at the University...5 Accept Position at the University Again....6 Satisfaction with Work......7