Leadership Session Three Covers:

Module 1:  Employee Engagement:

• Tips for Increasing Employee Engagement

• Understanding the Impact of Social Styles in Growing Employee Loyalty

• Maximizing Your  Productivity Equation

Module 2: Avoiding Discrimination & Harassment Pitfalls:

• Understand the Definition of Discrimination and Harassment

• How to Avoid Discrimination and Harassment Situations

• Explore the Leader’s Role and Responsibilities

• Tips and Tools of Prevention

Module 3: Selecting the Best; Developing Others

• Understand the Cost of Selection Decisions

• Leveraging  the STAR Model

• Recognizing “Good” Interview Answers

• Avoiding Common Interview Errors

• Developing New Skills and Improving Employee Performance

• Setting Development Objectives

Module 4:  Improving Internal and External Customer Service Thru Communication :

• Foundations of Customer Service

• Identifying Moments of Truth to Increase Opportunities for Positive Customer Experiences

• Practicing 3 steps to Service

• Recovering from Service Breakdowns

• Dealing with Upset Customers