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” 

Team Norms Information

Sample Coaching Questions and DiSC Styles

 Some ideas for your Challenges:

Diffusing a defensive behavior

Managing up – HBR

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:

I don’t Wanna Be coached!

How to deal with irrational and impossible people

How to get better at dealing with change (HBR)

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 

Dealing with Managing Competing Priorities:

Additional Articles and Tools:


Daniel Goleman Article on Leadership – What Makes a Leader? Harvard Business Review

Leadership Resources 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)

Customer Service Assessment

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 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.
  • EQ Map – Essi Systems 
  • YouTube Video – Empathy vs. Sympathy – Brene Brown
  • Coaching Questions – Powerful Questions

Other Resources

  Other Tools and Resources:


Legislative Staff Academy participants will receive an hourly coaching rate of $200 an hour!  Coaching provides you with personalized support for you to take action on what you learned in the seminar. For more information on how coaching can help you, please go to:

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 or call at 253-891-4039.