Session structure 3. Customer Experience continued…
Session aim To consider how values and behaviours impact our reputation internally and externally and colleagues’ contribution to this
Supporting tools If face-to-face use Post It notes If a virtual meeting - type in chat box or use the virtual whiteboard on Teams
State: Now I would like you to think about the reverse of this: Think about someone you have worked with in the past, or now, who gets things done, and are good to work with. This can be anyone of any level or job role. Ask: What is it about their behaviours that makes them successful and a good work colleague? (What was it that made them so successful – what was it about ‘how’ (their behaviour) they went about their job that makes them stand out). • T hey take time to fully understand • T hey don’t ever blame their tools • W here they are limited by processes or procedure, they do their best to find a way • T hey keep communication lines open, even if the message is not great • T hey constructively call out others for poor performance or attitude • T hey don’t pass the buck • T hey own up, move on and learn from any mistakes • T hey are aware and open about their own limitations, but don’t use them as an excuse • T hey take true ownership of an issue or problem • E ven when there is a difficult task at hand, their attitude remains optimistic Ask Now as individuals I want us to reflect on: How do you measure up – do you think any of your colleagues would have used you as their own example of someone they work with or have worked with who seems to get it right first time? – Why? • If not, what’s stopping you from being that person? Acknowledge and create discussion around responses Summarise/fill gaps with the below (not exhaustive): • W hen say they will do something they always do
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