Track I - Writing that Resonates
Janet Arrowood, President, The Write Source
Learn proven, effective tools and techniques to make your writing highly effective, whether email, memos, RFPs, proposals, or internal documents. Topics include: Simplifying and clarifying your writing so it resonates with your audience; understanding and applying the principles of "plain English"; and planning and structuring materials before you write them. During the workshop, participants will also learn how to manage document length and contributors and avoid duplication and repetition (critical for RFPs, proposals, manuals, reports, and emails).
- Identifying and writing to the "right" audience (hint--it's usually not you or your supervisor)
- Development of a document "purpose statement": What am I writing, who is it for, and what do I want them to do/say
- Creating a top-level document structure or talking points and using techniques from this workshop to organize the points and allocate word/page counts, ensuring the resulting document outline is usable as a management tool and a planning tool
Track II - Contact Center Coaching: You Talk the Talk Now Master Walking the Walk
Lisa Diehl, Consumer Advocacy Manager, Blue Diamond Growers;
Sally Cordova, Partner, Author and Lead Trainer, McKee Consulting
“We’ll Tell You What You’re Doing Wrong,” doesn’t work! Learn the “High Five" coaching method.
This method connects:
- Agents to the coach (and build their self-esteem)
- Customer to the agent (makes the customer smart to have called)
- Conversations with the Customer that brings on a Great Experience for all
This workshop is the missing link to skills and compliance coaching in the contact center. Through interactive demonstrations, learn to create an effective program with positive coaching methods.
- All levels of coaches may attend. Everyone will learn a simple method of coaching in five steps. This method will encourage more "coaching” and will bring every attendee a life-lesson on communication.
- Customer experience starts with the agent. Every coach will learn to manage the time for one-on-one coaching that produces satisfying results for the agent, company and coach.
- Methods will be documented, and every attendee will receive a “High Five" coaching form so they will have the lesson to read and review before starting a new program back at the office.
Track III - Design Thinking to Drive Organizational Change
Shannon Finn-Connell, PhD, EmTeeGee Partners
Design Thinking is often defined as both an analytic and creative process that provides organizations and individuals with problem solving skills rooted in experimentation, collaboration, prototyping and creation. When faced with complex challenges, or a need to drive change, design thinking is a protocol utilized by contemporary organizations to develop innovative processes and solutions. The primary purpose of this Professional Development Workshop is to provide participants with an introduction to Design Thinking, discussing its application, characteristics and processes. Learn how you can be an innovation change leader and advisor, by leveraging problem-solving skills.
- Position organizational change as a positive and powerful concept that can be enlightening, can open doors and can create opportunities for growth and evolution
- Consider examples of how other people and organizations have utilized Design Thinking to create meaningful, innovative change
- Apply methods of prototyping ‘models for change’ in your organization
- Demonstrate ways in which one can lead with growth mindset by: (1) mobilizing a team behind a shared purpose; (2) building momentum through action; and, cultivating and sustaining the change over time