To segment the Service Encounter and outline what should happen at each stage which would demonstrate service excellence and what to do to recover a failed Encounter.  Role play exercises included.

Duration:     2 – 3 sessions x 3.5 or 4 hours each

Maximum number  per session:     20

B       COMMUNICATION: BEHIND THE MESSAGE (Part 1 and Part 2) 

To make participants think about communication in a way they may not previously have, and debunk the myth that effective communication is mainly about choosing the right words, and body language.  Rather, if we examine the underlying factors which cause a message to be communicated in a particular way, it is likely to be received differently.  The dynamics in the background of conversations is the focus of this session

Duration:     2 x 3.5 hours (not done on same day)

Maximum number of attendees per session:     20

C       SERVICE QUALITY SYSTEMS

An introduction to three types of quality systems and how each influences what the customer experiences.  Focus on Quality Assurance which has quality principles built in at every stage of a system (input – processes – output).  Illustrates the importance of teamwork.

Duration:     3.5 hours

Maximum number of attendees per session:     16

D       LEADERSHIP AND MOTIVATION

To explore some theories of motivation and relate them to the real world of work.  To reflect on some ways in which persons in leadership positions (eg. Managers and Supervisors) can create an environment in which employees feel motivated.

Duration:     4 hours

Maximum number of attendees per session:     16

E       PERFORMANCE MANAGEMENT: AN INTRODUCTION

To introduce a Performance Management cycle to help contextualize the leader’s role and provide a framework to help leaders structure the way employees are managed, to achieve better results.

Duration:     3 hours

Maximum number of attendees per session:     20

 F       TRAIN-THE-TRAINER: ABRIDGED VERSION (Part 1 and Part 2)

To equip employees with the basic skills needed to complete the four stages of the training cycle.  Workshop includes each participant doing a practical demonstration of performing one-on-one training on the job, targeted to be 15 minutes, to illustrate that training can be done in small chunks and still teach an employee a new skill, as well as to put theory into practice.

Duration:     Part 1 – 5 hours (theory) plus Part 2 – for practical (done in smaller groups, not on same day)

Maximum number of attendees per session:     12

G       Food Safety (Part 1 and Part 2)

To equip employees with the basic knowledge about Food Safety.

Duration:     Part 1 – 2.5 hours (theory) plus Part 2 – 2 hours (not done same day)

Maximum number of attendees per session:     16

H      Effective Teams

To equip employees with the basic knowledge about characteristics of effective teams.

Duration:     2.5 hours 

Maximum number of attendees per session:     20