(CC) licensed:holiday-extras

Managing in services present additional challenges

Managing in a service environment is different to many others, because a manager usually can't do any managing when a representative is dealing with a customer.

The manager is confined to preparing the representative before he deals with a customer or analysing the transaction after it happened. It may also be difficult for the manager to watch the representative at close quarters while he deals with a customer.

So extra management skills are needed, to identify what the employee is doing well and what they need help with. It is also useful for a manager to understand different employee talents and put the employees in roles that enable them to use these most effectively.

As with any management role there is always a need to good communication, so that the manager will know how to motivate the staff and when there are problems that need resolving to enable them to get on with their work.

Any team is going to have a different dynamic and the manager is the one who should be able to create the necessary level of team spirit while nurturing the individuals within the team. Effective use of meetings and problem solving techniques help keep the team operating smoothly and efficiently.

Topics covered include

• Identification the strengths and improvement areas within the participant?s organisation
• The differing service styles within teams
• Your moments of impact on the team
• Effective interpersonal skills
• What motivates you and your team
• Adult learning principles and the four stages of learning
• Facilitation of meetings
• Brainstorming to generate ideas and solve problems
• A 4-step model to effectively solve problems

By the end of this two-day training participants will be able to:

• Plan improvements within their organisation
• Understand the different service styles within their team
• Communicate more effectively
• Motivate themselves and their team in the service environment
• Provide effective training
• Facilitate meetings and use brainstorming to generate ideas
• Use a 4-step problem solving model