Given the interdependency and complexity of health care, it’s no longer enough to just focus on improving the patient experience. Building a collaborative culture is the only way to become and sustain being both a Provider and Employer of Choice. There are many moving parts to such a dynamic, constantly changing culture.
This program is also applicable to non-healthcare organizations.
Conflict is all around us — at work and at home. It is inevitable because no two people are exactly alike. Conflict can be destructive or constructive, invigorating or draining. To manage conflict more effectively and create a quality environment, people have to be willing to understand why conflict occurs and demonstrate a variety of strategies for dealing with different people.
If Disney creates “Magical Moments” for its guests, why can’t organizations create “Golden Moments” for its customers? Organizations can’t impress its customers. It’s all in the hands of their employees. This series inspires leaders and employees to create a comprehensive culture of service.
A business can’t provide customer service…it’s all in the hands of each employee. If your employees don’t take
care of your customers, they will find someone else who will meet and even exceed their expectations. This series
makes a commitment to enhancing a business’ most important relationship…your customers!!
Michele’s Most Requested Program!
It is believed that your ATTITUDE, not your APTITUDE, determines your ALTITUDE in life. Experience an inspiring program done as a keynote presentation or hands-on program that has delighted audiences throughout the country. By participating in this program, you will discover how influential your attitude is to your happiness, success, and the results you get on the job, in your career, and with other people at work and at home.
Too much to do and not enough time to get it all done? Basic to managing individual and organizational performance, setting priorities and managing time effectively is key. This program develops a strategy designed to address individual needs for meeting the daily challenge of managing professional and personal responsibilities.
Leadership is no longer seen as one defining role. It is a dynamic relationship between leaders and followers. This program approaches leadership as a one-to-many relationship as in leading a team, group, project or organization toward desired outcomes.
This Certification is a train-the-trainer course to teach other people how to successfully conduct training based upon Michele Matt’s best-selling book entitled Attitude: The Choice is Yours and award-winning video training program, Bad Apples: Dealing with Difficult Attitudes.
The foundation of any team’s performance relies upon its ability to get along and get things done! Good communication and appropriate interaction are key ingredients to relationships at work and home, whether it be with a co-worker, customer, team member, or family member.
Change is a fact of life. Job changes, promotions, single parenting, aging parents — today’s common stresses at work and home may leave you feeling helpless, angry, or depressed. You can’t always control change, but you can control your response to it. Stress is a natural part of your personal and work life. Some aspects of it are positive in that the conditions leading to stress often get you to take action when you might not otherwise. However, stress itself may lead to or contribute to a number of problems that make your life more difficult both at home and in the work place.
Are you in sales? Regardless of your position, everyone is in sales. You sell yourself, you sell your ideas, and you sell your company’s brand and products. This customer-focused sales training program is appropriate for face-to-face as well as over-the-phone situations with customers.
If organizations and individuals don’t know where they are going, they’ll probably end up somewhere else. Strategic planning is a process that brings the guiding leaders together to learn from the past and assess current situations to plan for future success. During this preview of the process, participants learn about the players, the steps, and components involved in a strategic planning process.
A recent Gallup Poll survey sited U.S. executives consistently spend 39% of their time strategic thinking and planning. Strategic planning challenges leaders to learn from the past and assess current situations to plan for future success. During our pro-treat℠, leaders within an organization participate in an organized process to make decisions on strategies for moving forward and operating pro-actively for future success. To help with the successful implementation of the plan, quarterly reviews are held to discuss progress and results made on achieving the organization’s goals.
Are you working with, serving, or even living with someone who has a bad attitude? Like the cliché “One bad apple spoils the whole bunch”, one person with a bad attitude can have a negative impact on the entire team! Just being around someone who complains, whines, or just doesn’t do or say anything can cause people to feel frustrated, angry, or even helpless. In fact, studies show that 68% of people (employees and customers) quit or leave a company because of one employee’s bad attitude. Bad attitudes in the workplace can deteriorate morale, lower productivity, and increase costs. It doesn’t take much for a co-worker, manager, or customer to feel the negative effects from someone with a bad attitude.
7 out of 10 employees are either disengaged or actively disengaged and pose the biggest threats to your business. This insightful series instills a mutual understanding, respect and commitment between managers and employees to do what matters most to helping the company succeed.
This highly participative, leader-centered curriculum provides a solid, consistent set of essential skills to engage
and inspire today’s workforce while managing a culture for Service Excellence. Each training module is four hours
of instructor-led education along with pre-work and assignments to transfer the application of the knowledge
to their immediate position. This certification will develop and enhance the effectiveness of both new and
experienced leaders while strengthening the overall leadership team.
You are communicating all the time. In fact, you cannot not communicate. Simply sitting quietly in a chair is communicating something. Not only are you communicating all the time, but you are interacting with different people all the time. And people have unique styles of communicating. In this session, we will look at how we communicate and how to improve your effectiveness.
The supervisory position is one of the most critical roles in your company since it involves the supervision of individuals in day-to-day operations. The combination of your technical specialty and your leadership ability is vital for your team or department to function effectively.
How do you help your team do better? Bringing together everyone’s personalities and preference to form a cohesive, productive team takes work, but the payoff can be huge – for individuals, the team and the organization. This process is as unique as your own team. It’s an assessment-based learning experience grounded in the model described in The Five Dysfunctions of a Team, an internationally best-selling leadership fable by Patrick Lencioni. Through this program, participants will learn how, as a team, they score on the key components of the model: trust, conflict, commitment, accountability, and results. Additionally, the program is powered by Everything DiSC®, a model that helps individuals to understand themselves and others better. Using these results, participants will be able to create a better, stronger team.