Engaged Staff PowerPoint从业人员PPT.pptxVIP

Participant Centered Services Engaged Staff Agenda Engaged Staff Customer Service Action Plan Customer Service “Customer service is not a department…it’s an attitude.” Customer service “is giving more than the customer expects…consistently.” Mac Anderson, Customer Love Platinum WIC Participant Centered Services The California WIC Participant Centered Services Approach puts the WIC family at the center of everything we do and focuses on the strengths of participants, employees and community. Essential Components Establishing exceptional customer service Orange County’s Vision Statement Working Together for a Healthier Tomorrow Your Agency’sVision Statement ? Team Vision Team Vision Statement Write a complete sentence. Use all of the words selected by your team members. Engaged Staff Fully Engaged Employees Consistently strive to help others Do their very best Come to work energized Love their Job! OUR CUSTOMERS EXTERNAL INTERNAL  It Takes Team WorkTo Make the Dream Work Looking at Strengths Looking at Strengths Name Strengths Contributions ? ?Rita ? ? Humor ? Keeps the morale up ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? My Strengths My Contributions ? ? ? ? ? ? ? ? ? ? ? Putting Strengths to Work What did you learn from this activity? Attitudes are contagious. Is yours worth catching? Creating Value Through Words Challenging Situations Employee Engagement Drivers What gets you off and running…. Drivers of Employee Engagement 1. Open Communication 2. Supportive Co-workers 3. Rewards and Recognition 4. A Culture of Teamwork Alternative Language Trigger Words No That’s our policy They You’re wrong You should Platinum Words APL ProjectAcademy for Participant-Centered Leadership Staff Appreciation Campaign Kudos Bags Team Building Disengaged = ZOMBIE Employees Quiet Please… … Zombie at Work Maslow’s Hierarchy Djna_mehta Are Nice Participants Ruining Your Caseload? Empathy You never know when one kind act, or one word of encouragement, can