BUILD TRUSTING TEAMS

Trust in a team is the ultimate goal of authentic leadership. Working in a high trust environment creates greater engagement, well-being and individual psychological safety. This ultimately leads to enhanced productivity, through collaboration and satisfaction.

I believe trust starts with awareness. Being aware of our own communication style, and those of the people we work with. Celebrating our strengths and our fabulous flaws, and creating strategies that enable us to work more collaboratively with other team members.

Sometimes, individuals need reminding that different is different - not difficult. When teams are given the opportunity to understand those differences and ways to work with other personality styles - well let’s just say - that’s when the magic happens.

A fun and interactive workshop, Build Trusting Teams is designed to create greater awareness of the individual styles in your team. It will encourage teams to celebrate their personal strengths, and the differences within their styles, then give them strategies to work more collaboratively.

My program can be tailored and includes the following topics.

  • LESSON 1.

    AWARENESS, ACCOUNTABILITY AND ADAPTABILITY

    To build trust, we must have awareness.

    OUTCOMES

    • Understand the importance of the three A’s in creating Trusting Teams

    • Your Team Culture

    • EQ - The Whole Person Concept and why we are so complex

  • LESSON 2.

    WE ARE ALL WONDERFULLY DIFFERENT

    Different is Different - not Difficult!

    OUTCOMES

    • Discover the different Communication styles at play in every workplace

    • Increase awareness of your own communication style and the styles of those around you

    • Identify key strengths personally and within your team

    • Identify and challenge limitations with your style

  • LESSON 3.

    IT’S ALL ABOUT ACCOUNTABILITY

    INTENTION VS IMPACT

    OUTCOMES

    Understanding the impact of our style on different team members

    Communication strategies to deal with different styles for better outcomes

  • LESSON 4.

    STRUCTURE, STRUCTURE, STRUCTURE

    While we want our teams to sound authentic, structure and consistency is KING in customer service - especially when dealing with difficult or complex issues.

    OUTCOMES

    • Understand the 3 stages of any customer call or interaction

    • Learn ways to control and shorten these interactions

    • Apply best practice standards for your team

    • Tips to leave the customer and your team feeling satisfied

  • LESSON 5.

    COMMUNICATING WITH CONFIDENCE

    Want to increase the skill and confidence of your team when communication with customers.

    OUTCOMES

    • Different questioning techniques and when to use them

    • Active Listening Skills and Empathy

    • Assertiveness techniques

  • LESSON 6.

    HANDLING TRICKY SITUATIONS

    With customer service comes the pressure of dealing with difficult situations. This section aims to equip your teams with additional tools to increase resilience and confidence.

    OUTCOMES

    • EQ and why it’s important

    • Dealing with complaints professionally and patiently

    • Angry customers vs Abusive Customers

    • Learning from the negatives and turning situations around

    • Bouncing back after a negative interaction

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