Staff-Academy
Legislative Staff Academy 2016
October 6, 2016
How to Serve your Staff with Excellence – participant materials
How to Serve your Staff with Excellence Parts 1 and 2 – Slides
Having that Difficult Conversation – Participant materials
Having that Difficult Conversation – Slides
Day in the Life Activity Suggestions
Sample Team Norms – DSHS Customer Service Office “Rules of Engagement”
Sample Coaching Questions and DiSC Styles
Some ideas for your Challenges:
Diffusing a defensive behavior
How to Manage Boundaries in the workplace
How to encourage students to ask questions in class (this may be applicable to some of your interns)
Coaching an Employee who doesn’t want help:
How to deal with irrational and impossible people
How to get better at dealing with change (HBR)
Reactive or Proactive Leadership
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
Dealing with Managing Competing Priorities:
- Excuse Me – The Cost of Interruptions
- How to Deal with Interruptions in the workplace
- David Allen on Dealing with Interruptions
- 2 Minutes with David Allen – Email
- 2 Minutes with David Allen – Reference Filing
- Julie Morgenstern – SHED book
Additional Articles and Tools:
- Five Behaviors of a Cohesive Team Sample Report
- Best Practices for Onboarding
- Co-Active Coaching Skills: Listening
- Do you need a Therapist or a Coach?
- Reconciling Different Views of Generations – Jennifer Wilson – CPA Insider
- Generation X, Generation Y, Generation Z., and the Baby Boomers
- How Generation Z Works
- Generation Z: Rebels with a Cause
- Millennials are Old News – Here’s Everything you should know about Generation Z
- It’s Not Your Mom and Dad’s Parenting – Parenting Style Over Generations
Articles
Daniel Goleman Article on Leadership – What Makes a Leader? Harvard Business Review
Herald.net article: Human Symphony of castellers shows what a team can build
Customer Service
Give em the Pickle – Bob Farrell video
Customer Service Using Email & Chat (Telephone Doctor)
How to Provide Extraordinary Service – the Fred Factor – Mark Sanborn
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)
How to Create a Service Culture
Other Emotional Intelligence Resources
- 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 It, Manager 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 Intelligence, Managing Yourself For the Career You Want, Harvard Business School Press Corporation, The Results-Driven Manager Series, 2004.
- EQ Map – Essi Systems
- YouTube Video – Empathy vs. Sympathy – Brene Brown
- Coaching Questions – Powerful Questions
Other Resources
- 5 Coaching Skills Every Manager Needs to Have by Martha Duesterhoft
- Aligning Action and Values – Article by Jim Collins
- Declare Email Bankruptcy Article – Michael Hyatt
- Manager-Tools Worksheet – How to Hold an Effective one-on-one meeting
- Time Mastery Profile– Contact Jan at Jan@JanDwyerBang.com if you are interested in either the on line or paper version)
Other Tools and Resources:
- Team Leader Assessment
- Team Assessment
- DiSC – Comparison Report (Sample)
- Sample Team Norms
- Team Charter Worksheet
- Communication & Conflict (Dealing with your Difficult People) – Article by Dr. Terry Paulson
- Leadership vs. Management
- Ice Breaker Questions to Build Relationships
- Team Norms (Behaviors that Team Members Agree to Practice)
- Team Building Worksheet
- Team Leader Report Card
- Generational Differences – Dr. Elisabeth Nesbit
Coaching
DISC Communication Style Assessment
For those of you who are interested in purchasing additional 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 plus sales 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
Questions? Please contact Jan at Jan@JanDwyerBang.com or call at 253-891-4039.