1. Six Steps to Excellence Customer Service Workshop
2. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 2 tom.pattillo@gmail.com Welcome to an irrelevant workshop! Useless! Ineffective! Forgettable! Waste of time! Worthless!
3. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 3 tom.pattillo@gmail.com And You have already paid for it!! So What!
4. But . . . you are my customer! Are you Happy yet? Business Skills Coaching: Improving Performance and Confidence 4 tom.pattillo@gmail.com Six Steps to Excellence
5. Business Skills Coaching: Improving Performance and Confidence 5 tom.pattillo@gmail.com Six Steps to Excellence Good Morning!
6. 95% of what we do every day . . . Habit! 6 Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com Six Steps to Excellence
7. Six Steps to Excellence Where do habits come from? S R Eat Internal Stop External 7 Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com
8. One way to change a habit . . . S R 8 Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com Six Steps to Excellence Pause
9. UCIC CIC CC 9 Business Skills Coaching: Improving Performance and Confidence Presentation & Training Skills tom.pattillo@gmail.com Six Steps to Excellence
10. 10 Business Skills Coaching: Improving Performance and Confidence Six Steps to Excellence Presentation & Training Skills UCC tom.pattillo@gmail.com
18. Six Steps to Excellence Another way Process of Growth Attitude Skill If you can’t do it, you don’t know it Confidence comes from successful performance And now . . . Need Want Believe you can I will Show me how Treat as equal Don’t make the person feel stupid while learning something new Be patient 1 step at a time With a coach 10,000 hours Frustration Body & Mind Fundamentals Concepts Principles Knowledge Practice Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com 15
19. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 16 tom.pattillo@gmail.com Thank you Do what I love to do Chance to work on my goal to make a difference
20. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 17 tom.pattillo@gmail.com Six Steps to Excellence So What! Prisoners Tourists Sponges
21. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 18 tom.pattillo@gmail.com Are you having fun? (yet?)
22. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 19 tom.pattillo@gmail.com Get the “most” from your program???? Ask, state, “yell”: So What!!!!! Ask: Why are we doing this? Tell me: "Say it again.” Tell me: "Slow down.” Don’ let me just “cover” a topic. Demand the skill to “do it”.
23. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 20 tom.pattillo@gmail.com Get the “most” from your program???? Share knowledge, experience, and wisdom. Show and accept "logic" and "emotion” Education: TAKE IT! 10% given 90% taken Ask continually: "How can I use this?"
42. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 25 tom.pattillo@gmail.com Some Characteristics Please write 3 – 5 characteristics
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44. Why?Skill ( %) Attitude Knowledge ( %) Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com 26
76. Six Steps to Excellence You have no need Then . . . Something happens . . . And you “realize” you have a need. tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 40 Think about buying:
77. Six Steps to Excellence What now? You realize . . . You start to search . . . Where? tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 41 Stores Magazines Friends Parent Websites Newspaper Facebook Television
102. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 46 tom.pattillo@gmail.com It is the next day . . . Does the product’s “performance” match my expectation? E - Expectation R - Reality E R Gap Gap E Performance Performance Performance R E R Time Time Time What is our objective?
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106. Six Steps to Excellence tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 50 And Now! Re-purchase! Where will you buy an equivalent product or service? Same place? Somewhere else?
107. Six Steps to Excellence tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 51 And now . . . What will you say? About this product or service to your friends, to your family, to your co-workers, to anyone else close enough to hear you?
108. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 52 tom.pattillo@gmail.com Will you be “positive” and tell a few or “negative” and tell everyone?
109. Six Steps to Excellence tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 53 Why is your response so important? How does your response effect that company’s profit, survival, and success?
110. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 54 tom.pattillo@gmail.com Look Engage Ask Listen Respond Confirm
145. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 63 tom.pattillo@gmail.com Situation: Each group will create one scenario and use it for the three role-plays. Activities: Clarify issues and possible actions 3 roles plays – each 5 minutes Each person plays each role Interaction – about 2.5 minutes Comments from observer – 1 minute Observer card goes to the CSP
146. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 64 tom.pattillo@gmail.com
147. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 65 tom.pattillo@gmail.com Evaluation One thing you enjoyed. One idea you will use. An idea you did not understand. A skill you would like to improve. Comments Would you recommend this workshop to others?
148. Six Steps to Excellence tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 66
150. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 68 tom.pattillo@gmail.com Thank you for this opportunity to work with you.
151. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 69 tom.pattillo@gmail.com Pre-workshop preparation Handed out and worked on before the workshop begins
152. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 70 tom.pattillo@gmail.com Tent Card
153. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 71 tom.pattillo@gmail.com
