Welcome to the DOR Website page!

2016 DCM Meeting (October 4, 2016) 

Coaching your Employees to Success participant guide

Coaching your Employees to Success Slides

I don’t wanna be coached blog article

Coaching an employee who doesn’t want help (HBR)

How to deal with irrational and impossible people

How to get better at dealing with change (HBR)

Diffusing a defensive behavior

Dealing with someone who is angry

What to do with a crying employee (HBR)

Dealing with someone who is crying in coaching

Managing up – HBR

How to Manage Boundaries in the workplace

Pitfalls in Coaching Questions

Pitfalls in Coaching

The 7 Common Challenges in Coaching

Reactive or Proactive Leadership

When Coaching is a Bad Idea

How to Coach an  Extravert

How to Coach an Introvert

4 Mistakes not to make when Managing Older Employees

How to Enforce deadlines in a respectful way

How do I deal with Employees that Consistently Miss Deadlines

7 Solution Oriented Questions to Coach Smart people 

Sample Team Norms   – DSHS Customer Service Office “Rules of Engagement” 

Team Norms Information

2014 Customer Service Training (December 18, 2014 – 1:30-4:30 pm)

Participant Materials


Follow-up Summary Document from the class

Other Resources:

Give em the Pickle – Bob Farrell video

Customer Service Using Email & Chat (Telephone Doctor)

How to Provide Extraordinary Service – the Fred Factor – Mark Sanborn

 Top Ten Call Center Best Practices

 Customer Service 101: Call Center Phone Etiquette

Your Emotional Bank Account – Definition – Dr. Covey

Building an Emotional Bank Account to Improve Customer Retention 

Customer Loyalty Solutions – Franklin Covey 

Product on my website: Culture of Service Assessment

Bad Customer Service Montage (Funny)

DISC Communication Style Assessment

During the class, we had talked about the value of understanding ourselves and others, through the Everything DiSC Communication Styles Assessment.  I am a distributor of the product and have been using this assessment for years with other clients. The tool is a research-validated instrument with in-depth information, including tips, strategies, and action plans to help you apply what you have learned about your own style and use it to build relationships with others. All Everything DiSC profiles include access to unlimited free follow-up reports.

For those of you who are interested in purchasing the on-line version of the DiSC Communication Styles assessment (full version with detailed report), please let me know and I will be happy to assign you an access code.  Each assessment is $59.25 including tax. The assessment takes about 15-20 minutes to complete and upon completion, you will immediately receive your 20 page report.  Download this sample report to see what you will receive: Alex Bradley Sample Report

I would just need you to:

  • Let me know the name and email address of each person taking the assessment
  • Mail me a check for each assessment payable to Boundless Results to:
Jan Dwyer Bang, Boundless Results
PO Box 1914
Sumner, WA 98390

OR, if you have a PayPal account: You can purchase instantly here.

When I receive your payment, you will receive an email with the subject line “Jan Dwyer has registered you for…” – in this email will be a link for you to obtain the DiSC Assessment report. Upon completion, you will immediately receive your report that you can download to your computer and print it out.

And remember – if you are desiring to discover your style in your personal life, you will answer all of the questions with that focus in mind.

Questions? Please contact Jan at or call at 253-891-1609.


For more information on customer service, team bulding, and leadership, visit my blog at:


2014 Operations Team Meeting Attendees (September 16-17, 2014)

Emotional Intelligence Participant Materials – September 17. 2014

Emotional Intelligence Slides – September 17, 2014

 Other Resources: 

  • Daniel Goleman’s website and Blog
  • Cooper, Robert K. PH.D. Ayman Sawaf.  Executive EQ – Emotional Intelligence & Leadership in Organization, Advanced Intelligence Technologies, LLC, 1996.
  • Crichton, Rebecca. Emotional Intelligence: You Can’t Work Smarter Without ItManager Magazine, Issue Three, 1998.
  • Dwyer Bang, Jan “So, What Do You Do?” How to Respond with your Head And Your Heart, Real World Career Development Strategies That Work, Insight Publishing, 2003.
  •  Goleman, Daniel.  Working with Emotional Intelligence, Bantam Books, 1998.
  • Goleman, Daniel and Richard Boyatzis and Annie McKee, Primal Leadership: Learning to Lead with Emotional Intelligence, Harvard Business School Press, 2002.
  • Stauffer, David. Boosting your Emotional IntelligenceManaging Yourself For the Career You Want, Harvard Business School Press Corporation, The Results-Driven Manager Series, 2004.

For more information on leadership, visit my blog at:

For Lead Trainers (July 15-16, 2014)

Performance Coaching – How to Tap into the Strengths of your Employees & Train the Trainer

Here are some more materials!


Additional Resources

Generation Articles



Links to Helpful Blog Postings: