Campus Center Training
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This document summarizes a campus center training that includes: - An introduction and icebreakers from 1-1:15pm - A presentation and discussion on "Great Leaders Inspire Action" from 1:15-1:40pm - An activity on the "Golden Circle" from 1:40-2pm - Campus center updates from 2-2:10pm - A discussion on customer service training and employee recognition from 2:10-2:30pm - A break for food from 2:30-2:45pm - A discussion on continual training procedures from 2:45-3pm - Breakout sessions from 3-4pm - A short break from
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Campus Center Training
- 2. 1:00pm - Quick around the room 1:15pm Simon Sinek: Great Leaders Inspire Action 1:35pm Simon Sinek Debrief: 1:40pm-ish Golden Circle *Activity* 2:00pm-ish Campus Center Updates 2:10pm-ish: Customer Service Training Expectations and Employee Recognition *Activity* 2:30pm- FOOD 2:45pm - Procedures Regarding Continual Training 3:00 pm- 4:00pm Breakout Sessions 4:00pm-4:15pm Short break/Gather back together in MPR 4:15pm - ECPD walk through for emergency procedures
- 3. Welcome Back! • How many semesters have you been with us? • What did you do over the summer? • Yes we actually care. • What are you looking forward to in the next year?
- 4. How Great Leaders Inspire Action
- 5. “People don’t buy what you do they buy why you do it.” “If you don’t know why you do what you do, why will anyone else want to be a part of what you do? The goal is not to hire people who need a job it is to hire people who believe what you believe” “If you hire people to do a job they will work for your money. If you hire people and they believe what you believe, then they work with blood sweat and tears.”
- 7. WHAT Every organization on the planet knows WHAT they do. These are products they sell or the services
- 8. WHAT Every organization on the planet knows WHAT they do. These are products they sell or the services HOW Some organizations know HOW they do it. These are the things that make them special or set them apart from their competition.
- 9. WHAT Every organization on the planet knows WHAT they do. These are products they sell or the services HOW Some organizations know HOW they do it. These are the things that make them special or set them apart from their competition. WHY Very few organizations know WHY they do what they do. WHY is not about making money. That’s a result. WHY is a purpose, cause or belief. It’s the very reason your organization exists.
- 11. CLARITY OF WHY DISCIPLINE OF HOW CONSISTENCY OF WHAT
- 14. All Staff Updates • Update Contact List • Charging Stations • Shirts and Jackets! • Info Survey for Fall 2015 • Updates to L1 • Position Descriptions Updates
- 15. Updated Job Descriptions Cabaret Tech: https://drive.google.com/open?id=0B4AhfSlxAmbdQzBNeU9oR2ZGX3M Operations Assistant: https://drive.google.com/open?id=0B4AhfSlxAmbdRS00dFVSN2w3ZUk Cabaret Coordinator: https://drive.google.com/open?id=0B4AhfSlxAmbdYXU2MjlaS0ZfTGM
- 16. Setting Expectations • Above and Beyond IS the expectation • Proactive rather than Reactive • Have higher expectations for yourself
- 17. Customer Service • Clear Communication • Positive Language • CARP •Control •Acknowledge •Refocus •Problem Solve • Encourage Unique Opportunities
- 18. “We like to think of ourselves as a Customer Service company that happens to fly airplanes.”
- 19. Southwest Airlines “We’re All in This Together
- 20. • Stay Calm • Stay Positive • Create Stories Customer Service: To Review…
- 21. Employee Recognition • Employees of the year will continue • New recognition program TBA soon • To kick start the year: What you don’t know
- 22. What you don’t know! (ACTIVITY)
- 23. Breakout Sessions! Cab Staff: Kieran/Dean Ops Staff: Jarrod and Mike
Editor's Notes
- Today we’re going to start with a video called “How Great Leaders Inspire Action”. The very first time I was involved in student employment, actually as an orientation leader I saw this video and http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action?qsha=1&utm_expid=166907-21#t-27289 Relax and Listen.
- “People don’t buy what you do they buy why you do it.” “If you don’t know why you do what you do, why will anyone else want to be a part of what you do? The goal is not to hire people who need a job it is to hire people who believe what you believe” “If you hire people to do a job they will work for your money. If you hire people and they believe what you believe, then they work with blood sweat and tears.”
- Why is it that some leaders and organizations are able to inspire greater loyalty and engagement among their customers and employees alike? How are they are able to achieve and sustain inordinate amounts of success for years on end? Whether they realize it or not, all great and inspiring leaders and organizations think, act and communicate in the same way... and it is the complete opposite from everyone else. Every single organization on the planet, even our own careers, function on three levels: 1. What we do 2. How we do it, and 3. Why we do it. When those three pieces are aligned, it gives us a filter through which to make decisions. It provides a foundation for innovation and for building trust. When all three pieces are in balance, others will say, with absolute clarity and certainty, “We know who you are,” “We know what you stand for.” This simple idea is The Golden Circle. It is a concept discovered by optimist and author Simon Sinek.
- Every organization and individual knows What they do. For an organization, these are the products they sell or the services they offer. For an individual, it is their job title or roles.
- Some organizations and individuals know How they do what they do. They may call it their “differentiating value proposition,” “proprietary process” or “unique selling proposition (USP).” The Hows are an organization’s or individual’s strengths, values or guiding principles. These are the things they feel set them apart from their competition; the things they think make them special or different from everyone else.
- Very few people and very few organizations can clearly articulate Why they do what they do. Why is a purpose, a cause or a belief. It provides a clear answer to the questions, “Why do you get out of bed every morning?” “Why does your organization exist?” and “Why should that matter to anyone else?” Making money is NOT a Why. Revenues, profits, salaries and other monetary measurements are simply results of what we do. The Why is about our contribution to impact and serve others. The Why inspires us.
- *Hand outs* Materials: Golden Circle sheets, get from slide deck, 2 per person (have 60 sheets just in case) Big paper/easel for Master Golden Circle In small groups or individually you will have 2 sheets of paper. One is a practice. For the first one I want you to cross out “the” and write “MY” instead. This is your golden circle. Think of something you do. This can be another job, your school work or major, an organization you belong to, or any group really. Fill out the corresponding circle for what you do, how you do it, and why you do it. *stop in between circles to check that they understand what they are doing* The second golden circle is going to be your personal Golden Circle for your job at the campus center. Fill out the same for each circle. Feel free to brainstorm for a few minutes. This is the reason we can say that people don’t buy What you do, they buy Why you do it and What you do simply serves as the tangible proof of what you believe.
- For The Golden Circle to work properly, you must have: 1. Clarity of Why, 2. Discipline of How, and 3. Consistency of What. No one section of The Golden Circle is more important than the other. The most important thing is a balance across all three. WHY: If you don’t know Why you do What you do, how can you expect anyone else to know? For others to know your Why, you must first have clarity of your own Why. HOW: The actions that you and your people take to bring your cause to life must be aligned with your values, guiding principles, strengths and beliefs. WHAT: And everything you say and everything you do must be consistent with what you believe. After all, we live in the tangible world. The only way people will know what you believe is if you say and do the things you actually believe. *MAKE BIG VERSION OF GOLDEN CIRCLE FOR CAMPUS CENTER* If time: “Emerson College educates students to assume positions of leadership in communication and the arts and to advance scholarship and creative work that brings innovation, depth, and diversity to these disciplines.”
- For a message to spread, it must be loud AND clear. Like a megaphone. Loud is easy. Clear is harder. When an organization is clear about its purpose or its WHY, everyone, from employees to customers, can understand it. This clarity invites everyone who interacts with the organization to become champions of the cause, should they choose. Ideally, this clarity starts at the top of the organization and moves through the company. It can inspire people to create products, services, solutions and marketing that brings the Why to life. When everything you say and do echoes what you believe, you end up with a message that’s loud AND clear.
- This may sound cheesy but… Imagine a world where nearly everyone wakes up each day inspired to go to work, feels safe and valued while they are there, and returns home at the end of each day fulfilled - feeling as though they are contributing toward something greater than themselves. (that they really want to be a part of) That’s what I want for all of you That is how I feel when I go home. We believe The Golden Circle can help bring us closer to this brighter world. A movement only exists when people are inspired to move, to do something, to take up the cause as their own.
- Update Contact List (phone numbers, where you are living, emails) Charging Stations Campus Center shirts/jackets (Info booth staff, wear jackets during the winter, lenient for warmer months) staff info survey – coming soon Up updated job descriptions (p. 1 from each pdf)
- 2:10pm-ish: Customer Service Training Expectations and Employee Recognition (SLIDES) General Customer Service Expectations (slide deck) tips how this relates back to our “why” *strike policy reminder* recognition - Short ACTIVITY/fun break for 10 minutes
- Southwest Airlines “We’re All in This Together” If you were going to guess a company that has these expectations and customer service practices, what do you think it is? These tips are taken directly from what this company does on a daily basis. Clear Communication – Make sure what you are getting across is clear. When speaking in campus center jargon we might know what you are talking about, but they might not. It could be the first time they are using the Cab or the CC, explain in detail, especially since there are new students in the beginning of the year that have never used our services before. Positive Language – It’s okay to say no to things when you obviously know that it is impossible to do. Follow up with a positive that comes with it, though. So you might have to answer no, the room is available on these dates rather than just “it’s not available”. In the Cab: instead of we can’t do that, let them also know what you can do instead. With some enthusiasm! Carp – control, acknowledge, refocus, problem solve Encourage Unique Opportunities - We do fun things like the haunted house, it’s okay to hear about new things that we can possibly do in our spaces, just bring it to our attention!
- Sound familiar? This is taken directly from their website. That’s right! The Golden Circle. This is a company that directly puts why they exist first, the rest falls into place. Their customer service skills are exactly what makes them succeed. We can succeed in our basic services by just going through the motions, but great Customer Service is what sets them apart.
- Southwest Airlines “We’re All in This Together”
- To Review: Stay Calm and in Control Stay Positive Create Stories: Great companies and work places end up not with just happy customers but stories that they remember. For example, last night I had a great customer service experience with Comcast (the company in my opinion isn’t really known for it’s stellar customer service, but I had a great individual conversation) What happened was the customer service rep ended up comparing come connections to Tom Riddle, they just go bad. Might not have been the same reaction with everyone, but he made my experience enjoyable because after the problem was fixed I was that much happier, and also talked to him about Harry and Hermione for about 10 minutes oops. Does anyone else have a great customer service experience? If possible make a great experience that they will remember. Above and Beyond
- Everyone stand up and get a partner Take a chunk of tape and a piece of the card stock Tape it to your partners back Everyone take a marker or pen of some sort… that you can see! I want you all to think about the past years. Think of the people in the room and think of what you admire in them. Think of a specific time they made your day. Think of all the reasons why they are them. I want you all to take turns writing on each others backs. Go slow, it’s not a race, and don’t write on anyone’s clothes, please, for the love of god don’t write on anyone’s clothes. …….. Would anyone like to read a few aloud? We did this not only to recognize coworkers for things they might not have known they did or how they impacted you, but also because I want you to remember this feeling. We can continue this feeling, it’s a great start to the year!