"Without strategy, execution is aimless. Without execution, strategy is useless."

 

Once standards have been clairified and defined, it is critical that managers are guided in the implementation and monitoring process. Our Foundations workshop instructs managers at all levels in the process of implementing standards into a department and maintaining service consistency. The workshop addresses how to efficiently instruct staff to ensure commitment, how to monitor the progress of service within a department, and how to correct substandard performance.

 

Our Foundations workshop has these fundamental requirements at its core:

• It must address the issues of how managers formally plan, organize, execute, and monitor the learning needs within the departments on the job.

• It must reflect a commitment to implementing and monitoring the agreed standards for all staff.

• It must contain role plays to model the skills taught and focus individual attention on each participant.

• It must be practical and effective for managers.

 

Foundations Objectives:

• To plan and organize staff learning within a department.

• To conduct short pieces of on-the-job learning during a regularly scheduled shift.

• To ensure that all supervision within a department relay the same performance expectations to their staff.

• To coach and correct staff performance in order to maintain the service standards.

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Method

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Through instruction and group exercises, participants first learn the theory of training in tasks and the structure for conducting that training so that their staff can consistently apply the expected standards, as well as how to give feedback that encourages repetition of the correct performance.

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Who Should Attend?

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Any person in a supervisory/managerial position that is responsible or accountable for staf meeting the expected service levels should attend. These individuals typically interact with employees on a daily basis in the actual workplace.

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Group Size

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Each workshop is limited to 12 participants. This allow each participant to perform role plays to practice the workshop principles and structures for training and coaching.