Magnetic Customer Experience

Dr. Chip R. Bell leads us through his Magnetic Customer Experience course and has helped many Fortune 100 companies dramatically enhance their bottom lines and marketplace reputations through innovative customer-centric strategies that address the needs of today’s picky, fickle, vocal customers. Dr. Bell’s keynotes reveal the best practices from the organizations leading the customer loyalty charge, giving audiences powerful cutting-edge ideas and unique strategies they can immediately put into practice.

Outline of Lessons

Effective Change Management Skills

Change is a constant in many of our lives. All around us, technologies, processes, people, ideas, and methods often change, affecting the way we perform daily tasks and live our lives. This course will give any leader tools to implement changes more smoothly and to have those changes better accepted. This course will also give all participants an understanding of how change is implemented and some tools for managing their reactions to change.

Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly. By the end of this course, you should be able to:

  • List the steps necessary for preparing a change strategy and building support for the change
  • Describe the WIFM – the individual motivators for change
  • Use needed components to develop a change management and communications plans, and to list implementation strategies
  • Employ strategies for gathering data, addressing concerns and issues, evaluating options and adapting a change direction
  • Utilize methods for leading change project status meetings, celebrating a successful change implementation, and sharing the results and benefits
  • Describe the four states of Appreciative Inquiry, its purposes, and sample uses in case studies
  • Use strategies for aligning people with a change, appealing to emotions and facts
  • Describe the importance of resiliency in the context of change, and employ strategies the change leader and individual change participant can use to foster resiliency
  • Explain the importance of flexibility in the context of change, and demonstrate methods the change leader and individual change participant can use to promote flexibility

Preparing for Change

  • Defining Your Strategy
  • Building the Team
  • Case Study
  • Assessment

Identifying the WIFM

  • What’s in it for Me?
  • Building Support
  • Case Study
  • Assessment

Understanding Change

  • Influences on Change
  • Common Reactions to Change
  • Tools to Help the Change Process
  • Case Study
  • Assessment

Leading and Managing the Change

  • Preparing and Planning
  • Delegating
  • Keep the Lines of Communication Open
  • Coping with Pushback
  • Case Study
  • Assessment

Gaining Support

  • Gathering Data
  • Addressing Concerns and Issues
  • Evaluating and Adapting
  • Case Study
  • Assessment

Making it All Worthwhile

  • Leading Status Meetings
  • Celebrating Successes
  • Sharing the Results and Benefits
  • Case Study
  • Assessment

Using Appreciative Inquiry

  • The Four Stages
  • The Purposes of Appreciative Inquiry
  • Case Study
  • Assessment

Bringing People to Your Side

  • A Dash of Emotion
  • Plenty of Facts
  • Case Study
  • Assessment

Building Resiliency

  • What is Resiliency?
  • Why is It Important?
  • Five Easy Steps for the Leader and the Individual
  • Case Study
  • Assessment

Mastering Archive and Records Management

Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define records and archives
  • Analyze records in context
  • Classify records
  • Understand different systems
  • Maintain and convert records

Understanding Records

  • What is Records Management?
  • Defining Records
  • Archives vs. Records
  • Life Cycle
  • Case Study
  • Assessment

Management of Records

  • What Is and Is Not a Record?
  • Record Programs
  • Management of Systems
  • Developing Standards
  • Case Study
  • Assessment

Context (I)

  • Techniques for Analyzing Records
  • Collecting Information
  • Organizational Needs
  • Legal Demands
  • Case Study
  • Assessment

Context (II)

  • Routine Process
  • Creative Process
  • System Analysis
  • Records Survey
  • Case Study
  • Assessment

Classification

  • Functionality
  • Prioritize
  • Assess and Review
  • Creating Meeting Arrangements
  • Case Study
  • Assessment

Paper-Based Systems

  • Arranging and Grouping
  • Building Files
  • Elementary & Intermediate
  • Metadata
  • Case Study
  • Assessment

Electronic Records

  • Classifying
  • Folders and Directories
  • Groupings
  • Metadata
  • Case Study
  • Assessment

Hybrid Systems

  • Routine Processes
  • Creative Processes
  • Design
  • Limitations
  • Case Study
  • Assessment

Appraisals & Systems

  • Taxonomy of Values
  • Macro Appraisal
  • Strategy & Criteria
  • Document & Review Decisions
  • Case Study
  • Assessment

Women in Leadership

Women make up almost half the US workforce, yet they are promoted to leadership positions at a rate far lower than are their male colleagues. What accounts for this leadership gap? How can organizations foster and develop women leaders? Studies show that having women in leadership positions brings many benefits to an organization, including greater accountability and a culture of work-life balance. Yet it can be difficult to determine the barriers to women’s advancement, and even more difficult to surmount them. Learning how to foster and develop women as leaders not only benefits individual employees, but can benefit your entire organization.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Discuss the barriers women face in entering leadership positions
  • Understand the importance of developing women leaders
  • Determine steps your organization can take to foster women leaders
  • Understand the benefits of developing women leaders
  • Apply the principles of fostering women leaders to your own organization

Women and the Workforce

  • 50% of the Population
  • 60% of College Degree Earners
  • 47% of the US Workforce
  • 52% of Professional Jobs
  • Case Study
  • Assessment

The Leadership Gap

  • Women are Underrepresented in Leadership
  • Women in Executive Positions
  • Women in Finance, Health Care, and Law
  • Historical Trends
  • Case Study
  • Assessment

Barriers to Women’s Leadership

  • Gender Differences are Overemphasized
  • Gender Differences are Undervalued
  • Women Lack Professional Networks
  • Work and Family Conflict
  • Case Study
  • Assessment

Traits of Women’s Management

  • Women Lead By Uniting Diverse Groups
  • Women Value Work-Life Balance
  • Women Value Interpersonal Relationships
  • Women Value Accountability
  • Case Study
  • Assessment

Benefits of Women’s Leadership

  • Greater Collaboration
  • Culture of Work-Life Balance
  • Culture of Accountability
  • Assists in Recruiting Millennials
  • Case Study
  • Assessment

Nurture Women’s Leadership

  • Actively Recruit Women
  • Create and Encourage Networking Opportunities
  • Pair Women with Mentors in Leadership
  • Create and Encourage Training Opportunities
  • Case Study
  • Assessment

Actively Recruit Women

  • Discover Your Barriers to Hiring
  • Discover Your Barriers to Retention
  • Recruit via Women’s Organizations
  • Create and Promote a Woman-Friendly Culture
  • Case Study
  • Assessment

Encourage Networking Opportunities

  • Create a Women’s Networking Group
  • Encourage Women to Join Organizations
  • Networking Builds Confidence
  • Networking and Recruiting
  • Case Study
  • Assessment

Pair Women with Mentors

  • Benefits of Mentoring
  • Think Creatively
  • Incorporate Mentoring at Every Stage
  • Encourage Women to Mentor
  • Case Study
  • Assessment

Human Resources Management Skills

As companies modify priorities and operations, human resources functions can move from a dedicated HR role, to that of the manager. Whether the majority of those important functions stays within HR at your organization, or is your responsibility as a manager, it is important that managers understand how much of their role is really about their people, as well as aspects of legislation, policy, and procedures that involve human resourcing issues.

Research has consistently demonstrated that when clear goals are associated with learning that the learning occurs more easily and rapidly. By the end of this course, you will be able to:

  • Describe the implications of different aspects of Human Resource Management on their daily responsibilities
  • Define human resources terms and subject matter
  • Recruit, interview, and retain employees more effectively
  • Follow up with new employees in a structured manner
  • Be an advocate for your employees’ health and safety
  • Provide accurate, actionable feedback to employees
  • Act appropriately in situations requiring discipline and termination
  • Evaluate some of the strengths and opportunities for Human Resources in your own workplace
  • Identify three areas for further development within the Human Resources field as part of a personal action plan

Human Resources Today

  • What is Human Resources Today?
  • Key Factors Influencing Human Resources Today
  • Growth in Human Resource Management
  • Case Study
  • Assessment

Recruiting and Interviewing

  • The Job Selection Process
  • Interviewing Fairly
  • The Best Way to Interview
  • Case Study
  • Assessment

Retention and Orientation

  • Getting Off on the Right Track
  • Creating an Engaging Program
  • Using an Orientation Checklist
  • Case Study
  • Assessment

Following Up With New Employees

  • Checking In
  • Following Up
  • Designing the Follow-Up Schedule
  • Case Study
  • Assessment

Workplace Health & Safety

  • Understanding Your Role and Responsibilities
  • Understanding Local and Industry Specific Rules
  • Training for Managers
  • Case Study
  • Assessment

Workplace Bullying, Harassment, and Violence

  • Definitions
  • Costs to the Organization
  • The Manager’s Role
  • An Employer’s Responsibility
  • Case Study
  • Assessment

Workplace Wellness

  • Wellness Behaviors
  • Wellness Trends
  • The Case for Wellness
  • Case Study
  • Assessment

Providing Feedback to Employees

  • Feedback Model
  • The Feedback Sandwich
  • Encouraging Growth and Development
  • Case Study
  • Assessment

Disciplining Employees

  • The General Discipline Process
  • The Progressive Discipline Process
  • Having Discipline Meetings
  • Following Up
  • Case Study
  • Assessment

Workplace Diversity

With the world becoming more mobile and diverse, diversity has taken on a new importance in the workplace. This course will help participants understand what diversity is all about, and how they can help create a more diverse world at work and at home.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Explain the definition, terms and history of diversity
  • Describe the meaning of stereotypes and biases, how they develop, and the reasons for your own perspectives
  • List strategies for removing barriers to encouraging diversity for yourself, in the workplace, and in the social community.
  • Use active listening skills to receive messages in a diverse population, employ effective questioning techniques, and communicate with strength
  • Understand the importance of body language, both your own, and that of others, and recognize its importance in interpersonal communications
  • Identify ways to encourage diversity in the workplace, and prevent and discourage discrimination
  • Understand and respond to personal complaints, and develop a support system to manage the resolution process
  • List the steps a manager should take to record a complaint, analyze the situation, and take appropriate resolution action
  • Identify the process an organization must follow to receive and respond to a complaint, and then creating mechanisms to prevent or reduce repeat situations.

Understanding Diversity

  • Related Terms and Concepts
  • A Brief History
  • A Legal Overview
  • Case Study
  • Assessment

Understanding Stereotypes

  • Stereotypes vs. Biases
  • Identifying Your Baggage
  • Understanding What This Means
  • Case Study
  • Assessment

Breaking Down the Barriers

  • Changing Your Personal Approach
  • Encouraging Workplace Changes
  • Encouraging Social Changes
  • Case Study
  • Assessment

Verbal Communication Skills

  • Listening and Hearing; They Aren’t the Same Thing
  • Asking Questions
  • Communicating With Power
  • Case Study
  • Assessment

Non-Verbal Communication Skills

  • Body Language
  • The Signals You Send to Others
  • It’s Not What You Say, It’s How You Say It
  • Case Study
  • Assessment

Being Proactive

  • Encouraging Diversity in the Workplace
  • Preventing Discrimination
  • Ways to Discourage Discrimination
  • Case Study
  • Assessment

Coping with Discrimination

  • Identifying If You Have Been Discriminated Against
  • Methods of Reprisal
  • Choosing a Course of Action
  • Case Study
  • Assessment

Dealing with Diversity Complaints as a Person

  • What to Do If You’re Involved in a Complaint
  • Understanding Your Role
  • Creating a Support System
  • Case Study
  • Assessment

Dealing with Diversity Complaints as a Manager

  • Recording the Complaint
  • Identifying Appropriate Actions
  • Choosing a Path
  • Case Study
  • Assessment

Workplace Harassment

Welcome to the Workplace Harassment workshop. Workplace Harassment can be based on a variety of factors that differ from one person to another, such as race, sex, and disability. This course will give you the tools necessary to recognize harassment in the workplace as well understand your rights
and responsibilities under the law. It will also touch on safety in the workplace, which is in of itself a very important item in any organization.

Three main actions constitute harassment:
1. When someone is doing something to you to make you uneasy.
2. When someone is saying something to you to make you feel uneasy.
3. When someone knowingly puts your life at risk in some way.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Identify the words and actions that constitute harassment.
  • Understand what the law says about harassment.
  • Implement anti-harassment policies.
  • Educate employees and develop anti-harassment policies.
  • Discuss employer and employee’s rights and responsibilities.
  • Address accusations of harassment.
  • Apply proper mediation procedures.
  • Deal with the aftermath of harassment.

The Background

  • The Law
  • Identifying Harassment
  • Anti-Harassment Policies
  • Case Study
  • Assessment

Developing an Anti-Harassment Policy

  • An Anti-Harassment Policy: What Should Be Covered
  • How Model Policies Work
  • Steps to a Healthy Work Place
  • Educating Employees
  • Case Study
  • Assessment

Policies in the Workplace

  • Anti-Harassment Policy Statements
  • Employee’s Rights and Responsibilities
  • Case Study
  • Assessment

Proper Procedures in the Workplace

  • If You are Being Harassed
  • If You are Accused of Harassing
  • The Investigation
  • Remedies
  • Case Study
  • Assessment

False Allegations

  • How to Address the Situation
  • Confidentiality
  • Monitoring the Situation
  • Retaliation
  • Appeals
  • Case Study
  • Assessment

Other Options

  • Union Grievance Procedures
  • Mediation: Getting Help from Outside Organization
  • Case Study
  • Assessment

Sexual Harassment

  • Defining Sexual Harassment
  • Elements of Harassment
  • Common Scenarios
  • Case Study
  • Assessment

Mediation

  • What is Mediation
  • Deciding if it is Right
  • How to Implement
  • Case Study
  • Assessment

Conflict Resolution

  • How to Resolve the Situation
  • Seeing Both Sides
  • Deciding the Consequence
  • Case Study
  • Assessment

Workplace Violence

Workplace harassment is illegal and destructive to any organization. It is important to treat everyone in the workplace with respect and dignity. Workplace harassment must be identified, discouraged, and prevented in order to keep a hostile work environment from developing. Left unchecked, harassment can escalate into violence. Workplace harassment training is essential to the welfare of all businesses and their employees.

Allowing workplace harassment to continue will cause legal problems while destroying company morale. Many people are uncertain about what constitutes harassment, and they are confused when their actions are pointed out as demeaning. Legally, harassment is any word, gesture, or action that offends people or makes them feel uncomfortable or intimidated. You never know how sensitive people are, so never say or do anything if you are not sure how it will be received.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Define workplace violence.
  • Understand bullies and how to avoid hiring them.
  • Create a risk assessment and understand how to handle violence.
  • Recognize social and business responsibility.
  • Develop relevant policies and procedures.
  • Learn how to investigate complaints.

What Is Workplace Harassment?

  • How to Identify
  • Costs to Your Business
  • Legal
  • Psychological
  • Case Study
  • Assessment

Identifying the Bully

  • Abusive Workplace Behaviors
  • Bullying and Personality Disorders
  • Narcissism
  • Case Study
  • Assessment

How to Handle Workplace Violence

  • Types of Behavior
  • Target the Behavior, Not the Person
  • Implement an Action Plan
  • Case Study
  • Assessment

Risk Assessment (I)

  • Understanding Anger and Aggression
  • Defusing & De-escalating Strategies
  • Communication Skills
  • Tactical Options
  • Case Study
  • Assessment

Risk Assessment (II)

  • Identifying the Hazard
  • Assessing the Risk
  • Controlling the Risk
  • Evaluating & Review
  • Case Study
  • Assessment

Being the Victim

  • What is Not Considered Bullying
  • Steps to Take
  • Case Study
  • Assessment

Checklist for Employers

  • 4 Step Process
  • Addressing All Employees
  • Code of Ethics
  • Policy and Procedures
  • Case Study
  • Assessment

Interview Process

  • Identify a Bully in the Interview Process
  • Warning Signs
  • Case Study
  • Assessment

Investigation Process

  • Advising Your Supervisor
  • Lodging the Complaint
  • Initial Response
  • The Investigation
  • The Findings
  • Review & Closure
  • Case Study
  • Assessment

Work-Life Balance

Work- life balance is essential to combat stress, ensuring both individual and company success. The stress associated with unbalanced lifestyles is costly; it damages productivity and increases individual health risks. Employees who have the tools to balance their professional and personal lives are happier, healthier, and more productive. In addition to improving performance, many younger employees place a high value on work-life balance. Companies that include work-life balance as part of their culture will be able to better attract qualified candidates.

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. At the end of this course, you should be able to:

  • Explain the benefits of work life balance.
  • Recognize the signs of an unbalanced life.
  • Identify employer resources for a balanced lifestyle.
  • Improve time management and goal setting.
  • Use the most effective work methods for you.
  • Create balance at work and at home.
  • Manage stress

Benefits of a Healthy Balance

  • Why It’s Important
  • Increased Productivity
  • Improved Mental and Physical Health
  • Increased Morale
  • Case Study
  • Assessment

Signs of an Imbalance

  • Health Risks
  • Absenteeism
  • Burnout
  • Stress
  • Case Study
  • Assessment

Employer Resources

  • Offer More Employee Control
  • Ask Employees for Suggestions
  • Employee Assistance Program (EAP)
  • Reward Your Staff
  • Case Study
  • Assessment

Tips in Time Management

  • The Urgent/Important Matrix
  • Learn to Say No
  • Stay Flexible
  • 80/20 Rule
  • Case Study
  • Assessment

Goal Setting

  • The Three Ps
  • SMART Goals
  • Visualization
  • Prioritizing Your Goals
  • Case Study
  • Assessment

Optional Ways to Work

  • Telecommuting
  • Job Sharing
  • Job Redesign
  • Flex Time
  • Case Study
  • Assessment

At Work

  • Leave Home Stress at Home
  • Break up Large Tasks
  • Delegate
  • Set Accurate Goals
  • Case Study
  • Assessment

At Home

  • Leave Work Stress at Work
  • Turn Your Phone Off
  • Take Some “Me” Time
  • Maintain Your Boundaries
  • Case Study
  • Assessment

Stress Management

  • Exercise
  • Eating Well
  • Getting Enough Sleep
  • Self-Assessment
  • Case Study
  • Assessment

Supply Chain Management

This course has been carefully designed to help you better understand supply chain management. Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today. At the end of this course, you should be able to:

  • Identify how supply chain management relates to customer satisfaction, improving performance, lowering costs, product development.
  • Define the terms: procurement, upstream and downstream, raw material, forecasting, carrying cost, inventory, order generation, order taking, order fulfillment, and returns management.
  • Understand the levels of supply chain management and their effects: strategic, tactical, and operational.
  • Comprehend the flows of supply chain management and data warehouses: product flow, information flow, and finances flow.
  • Take a look at inventory management
  • Study supply chain groups
  • Review tracking and monitoring methods
  • Examine supply chain event management

Why Supply Chain Management?

  • Customer Satisfaction
  • Identifying Harassment
  • Lowering Costs
  • Product Development
  • Case Study
  • Supply Change Management

Key Terms (I)

  • Procurement
  • Upstream and Downstream
  • Raw Material
  • Forecasting
  • Carrying Cost
  • Case Study
  • Supply Change Management

Key Terms (II)

  • Inventory
  • Order Generation
  • Order Taking
  • Order Fulfillment
  • Returns Management
  • Case Study
  • Supply Change Management

Three Levels of Supply Chain Management

  • Strategic Level
  • Tactical Level
  • Operational Level
  • Bullwhip Effect
  • Case Study
  • Supply Change Management

Five Stages of Supply Chain Management

  • Plan
  • Source
  • Make
  • Deliver
  • Return
  • Case Study
  • Supply Change Management

The Flows of Supply Chain Management

  • The Product Flow
  • The Information Flow
  • The Finances Flow
  • Data Warehouses
  • Case Study
  • Supply Change Management

Inventory Management

  • Levels of Inventory
  • Just-In-Time Inventory
  • Common Scenarios
  • Inventory Calculator
  • Case Study
  • Supply Change Management

Supply Chain Groups

  • The Suppliers
  • The Producers
  • The Customers
  • The Customer’s Customers
  • Case Study
  • Supply Change Management

Tracking and Monitoring

  • Dashboard
  • RFID’s
  • Alert Generation
  • Stock Keeping Unit (SKU)
  • Case Study
  • Supply Change Management