Stepping up to Leadership

Day One: November 15, 2010
Change Management 

8:30 Continental Breakfast

Understand the Process of Organizational Change
 •Identify the frameworks required to manage change in your organization
 •Develop a strategy to differentiate between change and transition 

Align Your Change Management Initiatives with Your Growth Strategy
 •Implement a change management plan to drive organizational results and enhance your performance
 •Create clearly defined end-outcomes and develop strategies to meet your change management initiative

Build the Case for Change that Directly Addresses Points of Resistance
 •Involve your co-workers in the development of the change plan
 •Share power with team members and others to encourage the implementation of the change efforts

12:00 Networking Luncheon 
    
Assess Internal and External Resistance to Change
 •Evaluate risk and assess the critical elements of change
 •Ensure your project can sustain change by building individual resilience

Develop an Effective Communications Strategy to Lead Change
 •Examine how to best communicate your change initiative to your boss, colleagues and team members
 •Create team buy-in and decrease resistance

4:00 Adjourn


Day Two:  November 16, 2010
Customer Service Management

8:30 Registration and Continental Breakfast

Manage the Customer Experience
 •Overview on key performance trends being used to manage customer service function 
 •Focus on the development of key goals and measures to manage the customer service function

Balance Customer Needs and Organization Requirements 
 •Develop a Customer Matrix to define who your customers are 
 •Identify the products and services delivered by your organization and assess the customer service role

Determine Customer Expectations: A Values-Based Approach
 •Identify the key values sought by your organizations customers 
 •Map values to attributes of your organizations services

12:00 Networking Luncheon
    
Resolve Problems:  The Customer Isn’t Always Right
 •Learn how to see complaints as opportunities to enhance customer loyalty
 •Manage the customers experience and the organizations internal processes simultaneously

Assure Quality:  Maintain a Customer Focused Environment 
 •Solicit feedback and follow up to ensure that service has been delivered to the customers satisfaction
 •Coordinate work with others across the organization in order to meet the customers need

4:00 Adjourn

Day Three:  November 17, 2010 
Critical Thinking and Problem Solving

8:30 Continental Breakfast

Define Terms: Critical Thinking, Problem Solving and Decision Making
 •Strengthen your ability to influence and persuade others using decision-making skills for administrative professionals
 •Learn how to ask questions that get the answers you need

Make Better Decisions through the Use of Effective Problem Solving
 •Become more confident in making sound decisions
 •Decrease stress related to making critical decisions and solving workplace problems

Apply Different Problem-Solving Techniques at Work
 •Learn how to apply creative problem-solving techniques
 •Build greater professional recognition through enhanced skills

12:00 Networking Luncheon

Critical Thinking: Enhance your Credibility with Management
 •Understand the difference between inferences and assumption
 •Acquire the confidence and self-esteem to help you step up to the problem solver role

Bring Solutions Not Problems to your Boss
 •Develop strategies to influence and motivate up, down and across the organization
 •Become known as the office leader who can get things done

4:00 Adjourn