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Summer is about baseball. This picture was taken a long, long time ago. This was the first baseball team I played on. Can you pick me out?
I trust your summer has been enjoyable and not too hot.
Please enjoy the August Navigator Newsletter.
Keep us in mind if you need a speaker or training program.
Charting your course, Gregory P. Smith President & Lead Navigator Chart Your Course International Inc. |
   NEW TRAINING PROGRAM -- AUGUST 2016
HEALTHCARE WITH FEELINGS: CREATING THE ULTIMATE PATIENT EXPERIENCE Healthcare with Feelings is our newest customer service training program for hospitals, clinics, labs, admin and healthcare workers in general. Healthcare with Feelings will help new and experienced staff members deliver a powerful impact on employee performance and the quality of care your organization provides. Providing quality customer service is more important than ever before. Our healthcare customer service training programs are specifically designed for hospitals, physician offices, clinics and medical practices in the healthcare industry. Healthcare with Feelings is about adapting to change by providing the best patient care possible. More information |
| Why Are Customers Leaving And What To Do About It! |
 If You Are Not Growing, You Are Dying
Companies that are successful, over the long-term, have something in common. These businesses understand that their customer's needs change over time and they must continually update their services and products. When a company decides to stay in a holding pattern, it will lose customers over the course of time.
Why Are Your Customers Leaving? It is your job as a CEO to understand what people need. If you notice that sales are down, you can't necessarily assume that it is due to a down economy. Sure, the economy will certainly affect some businesses harder than others. However, people are still spending money. There is only so far you can take that logic. That is why you need to answer these questions before jumping to conclusions as to why your customers are leaving: - Do you have a customer intelligence plan?
- Do you understand the needs of your customers?
- Is there a problem with the service customers are receiving?
- Where is the breakdown in communication between you and your customer base?
Once you have an understanding of why your customers are not coming back, you can address the issues. If it simply is due to a down economy, then you need to take that into consideration as you make decisions of what products and services you will offer. If You Are Not Growing, You Are Dying Businesses that are still operating today the same way they did when they opened their doors, are the ones that will have a short life. If you are not growing and changing, as a company, you will die. When it comes to going through these different changes and stages, you will need to plan ahead. Here are some questions you will need to address to get through the stages of growth. - Do employees understand the different stages of growth?
- How can you lead your team to feel excited about the coming changes?
- Are the stages of growth affecting your ability to serve customers?
- How will you keep customer service going during the different phases?
Time Will Make a Difference It will take time in order for your business to go through the different stages. There will be times of chaos and disorganization. However, it is vital to the long-term status of your business that you do what is necessary to make the changes. - Understand the amount of time it will take to implement new products and services
- Look ahead to challenges you will face in the coming months
- Re-evaluate where you are at each turn to ensure you stay on track
When you are growing and changing with the consumer market, your business will stay relevant and successful. It is important that you understand customer's needs and make the changes necessary to meet the needs..t
We would love to hear your comments! Please give us your thoughts and let us know if you need help with staff retention. ~ Written for us by our associate Gary Sorrell, Sorrell Associates, LLC. Copyright protected. All rights reserved. |
What Matters Most - Performance Or Management Many companies today want to change how they measure employee performance. For years, businesses have given annual reviews but trends are showing that may not be the best format anymore.  Recently, businesses have switched up their typical review system to year-round coaching. Employees no longer have to wait with expectation for their yearly review because they receive ongoing feedback throughout the year. One has a better chance to correct their behavior if they are told in advance rather than allowing them to continue down an incorrect path. Further, an employee is able to hear affirming words of what they do right and they will most likely be inspired to continue. Here are a few facts: - The phrasing of performance management is changing.
- Employers are focusing on the positive more than the negative.
- Staff members are feeling inspired. They're ready to take on more of a work load.
- They'd rather learn and grow than run around fixing their mistakes.
More than 50% of employees do not feel like their performance reviews accurately depict their potential or work. As a company, you should try and nurture and benefit your employees. This is all part of the retention process. The culture and attitude that you facilitate is key in how your employees will react to change, training and basic expectations. Really examine the size of your staff, company and your goals before making a switch. In other words, does a change in performance management make sense for your business? Perhaps your company could consider quarterly checkpoints. Maybe you should schedule a 90 day review and then a 6 month evaluation to follow in order to measure growth. Employees will typically thrive in situations where they are encouraged to grow rather than constantly critiqued. Performance management is something to consider, but a tweak to the norm will most likely produce better results. Try to go with checkpoints along the way rather than a 'dreaded review' or critique. This will be great for ongoing training and both your business and employees will thrive.t ~ Written for us by our associate Gary Sorrell, Sorrell Associates, LLC. Copyright protected. All rights reserved
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Master DISC Training Program (2 Days)
July 26-27 (Atlanta) | September 27-28 (Atlanta) | November 8-9 (Atlanta) More Information
DISC Certification Training Webinar Choose the month you would like to attend: August 8, 10, 15, 17 | September 12, 14, 19, 21 | October 3, 10, 24, 31 | November 2, 7, 14, 21
3:00-4:30 ET Contact us about discounts for Military/Veterans Government & Education DISC Alumni Call or email us for more information. 800-821-2487800-821-2487 FREE or |
| The Inner Game Of Leadership |
 Leaders that strive to be dynamic, successful and effective must develop their 'inner game' of leadership. Tim Gallwey created this term in The Inner Game of Golf, The Inner Game of Tennis and The Inner Game of Work. Qualities such as vision, courage, passion, wisdom, intuition and the like are what make up one's inner game of leadership. In order to address this area and grow, one must have a leadership coach. Three reasons to consider a leadership coach to improve your inner game include: 1. We are limited. As a leader, you have your own mindset and limited experiences to pull from. A coach is able to expand our thinking to help us improve our inner game. People fear failure and a coach will go alongside them to encourage, bolster and critique as needed. 2. Leaders become more effective. Leaders that receive leadership coaching are able to realize a quantifiable return on investment. They are able to observe behavior without criticism and appreciate that change is possible. 3. A leadership coach helps us observe nonjudgmentally. Gallwey talks about the fact that we all have a Self-1 (the big ego) and Self-2 (the wise one). A leadership coach helps their client's inner game by seeing to it that they'll learn how to observe nonjudgmentally. Self-1 isn't trusting and is more fearful. Self-2 is the real person with potential and the desire to enjoy life. When leaders act from Self-2, they are more receptive and unbiased to those around, which is important in leadership. A coach is able to encourage leaders to act more from Self-2. In order to expand your inner game, be sure to set goals with your coach. You need to know what you are working towards in order to pull off your action plan. After you accomplish your plan and goals, you'll want to regroup with your coach in order to measure your changes and provide the highest amount of growth possible when it comes to your inner game. t ~ Written for us by our associate Gary Sorrell, Sorrell Associates, LLC. Copyright protected. All rights reserved. |
 Award Winning E-Learning CoursesAdvance your career by learning the critical skills needed to become an excellent manager. Course completion certificates included. Individual or organization wide learning.
We are excited and honored to announce our new online courses won the 2016 award for "Best Mobile Learning" from the International E-Learning Association (IELA). It was a fantastic recognition of something we've always known internally -- our courses are the best in the world!
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 64 Icebreakers and Team Building Exercises Book
Energize your meetings and training programs with our incredible collection of 85 team building exercises and icebreakers.
$14.95
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