Two Day Hands-On Workshop Engaging Employees In A … · Engaged employees created engaged ... Two...

TwoDayHands-OnWorkshopEngagingEmployeesInACustomer-CentricCulture

Sendquestionstoworkshops@temkingroup.com

Engagedemployeescreatedengagedcustomers,yetorganizationscontinuetoleaveemployeesmuchlessthanfullyengagedandfailtoaligntheirculturestobemorecustomer-centric.Toreapthebenefitsofthisconnection,companiesmustputinplaceeffortstoraiseemployeeengagement(EE).Toacceleratethisjourney…

Getoutoftheofficeandimmerseyourselfinahighlyinteractivetwo-dayTemkinGroupworkshop.Learnleading-edgepracticesandgetoutinreal-worldvenuesandapplyframeworksthatyoucanusetotransformyourorganization.

Whoshouldattend?

Thisworkshopisidealforexecutivesaswellasindividualcontributorswhoareresponsibleforengagingemployeesaspartoftransformingculturetobemorecustomer-centric.BothCXandHRprofessionalswillbenefitfromamorepractical,disciplinedapproachtousewithintheirorganization.

Whatwillattendeeslearn?

• Articulatetheessenceofculture.Learnanddiscusswhatcultureisandhowtocreateaculturethatalignsemployeestobecustomer-centric.

• MakethecaseforEE.DevelopaquantitativeandqualitativeunderstandingofhowEEisconnectedtobothcustomerexperiencesuccessandoverallimprovedbusinessperformancebyexaminingTemkinGroup’sEmployeeEngagementVirtuousCycle.

• DeveloptoolkitforimprovingEE.LearnbestpracticesacrossTemkinGroup’sFiveI’sofEmployeeEngagement,includinghowtobuildemployeelisteningsystemsandevaluatetheimpactemployeeshaveoncustomerinteractions.

• IdentifyourEEpriorities.Gaugethestrengthsandweaknessesofyourorganization’sEEeffortsusingTemkinGroup’sEmployeeEngagementMaturityandCompetencyAssessment.

• DriveEEpracticeswithleaders.Learnhowtoactivateseniorleadersandmiddlemanagerstofulfilltheirpartinengagingemployees.

TwoDayHands-OnWorkshopEngagingEmployeesInACustomer-CentricCulture

Sendquestionstoworkshops@temkingroup.com

AgendaonDay1:

Time Content

8:00 BreakfastandRegistration

8:30 WelcomeandIntroductions

9:00TheEssenceofCultureLearnthedefinitionofcultureanddiscusswhatthebuildingblocksofculturelooklikeinsideanorganization.

10:00CreatingaCustomer-CentricCultureUnderstandtheorganizationalcompetenciesrequiredtobuildacustomer-centricculture.Examinehowcustomerexperienceandemployeeengagementareconnected.

10:30 Break

10:50CreatingaCustomer-CentricCultureUnderstandtheorganizationalcompetenciesrequiredtobuildacustomer-centricculture.Examinehowcustomerexperienceandemployeeengagementareconnected.

11:15TheFundamentalsofEmployeeEngagementLearnanddiscusstheEmployeeEngagementVirtuousCycleandwhyengagedemployeesarevaluableassetstotheorganization.

12:00 Lunch

1:00TheFiveI’sofEmployeeEngagementPresentationandgroupdiscussiononthebestpracticesforraisingemployeeengagement.

2:00SmallGroupExercise#1:FiveI’sinActionDiscusstheircurrentemployeeengagementopportunitiesandchallengesandidentifytheirtopideasforapplyingtheFiveI’sintheirorganization.

3:00SmallGroupExercise#2:EvaluatingIn-personEmployeeInteractionsGotolocalstorestocompletespecificscenariosandthencompleteanassessmentoftheemployee/customerinteraction.

4:45Wrap-upSmallGroupExercise#2ReconveneatthemeetingroomandprepareforDay2debriefonrecommendationsforimprovementemployeeengagementinCX.

5:15 Adjourn6:15 DinnerHostedbyTemkinGroup

TwoDayHands-OnWorkshopEngagingEmployeesInACustomer-CentricCulture

Sendquestionstoworkshops@temkingroup.com

AgendaonDay2:

Time Content

8:30 Breakfast

9:00SmallGroupExercise#2DebriefandDiscussRecommendationsDiscussobservationsfromthein-personevaluationsandreviewrecommendationsforimprovingemployeeengagementandsupportingacustomer-centricculture

9:15BuildingYourEmployeeListeningSystemLearnabouttheelementsofagoodemployeelisteningsystemtotapintoandgainvaluefromemployeeinsights.Discussattendees’currentapproachesandchallenges.

10:30 Break

10:50BuildingYourEmployeeListeningSystem(continued)Learnabouttheelementsofagoodemployeelisteningsystemtotapintoandgainvaluefromemployeeinsights.

11:30DrivingEmployeeEngagingPracticesLearnabouttheimportanceofengagingleadersandmiddlemanagersinEEeffortsanddiscussspecificpracticestocultivateintheirregularroutines

12:15 Lunch

1:15CaseStudy:EngagingEmployeesinCustomer-CentricCultureReviewanddiscussmini-casestudiesfromorganizationsinsmallgroups.Applyworkshopcontenttodeveloprecommendationstosharewiththelargergroup.

2:15EmployeeEngagementFiveI’sAssessmentPresentationandinteractiveexerciseusinganddiscussingTemkinGroup’sEmployeeEngagementCompetencyAssessmenttool.Developpersonalactionplan.

2:45 Break

3:00 EmployeeEngagementFiveI’sAssessment(continued)

3:30 TopChallengesDiscussionandClosingRemarks

4:00 Adjourn