Swansea Behavioural Change Festival – Turning Upside Presentation
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This document summarizes presentations from a behavioural change festival in Swansea. It discusses how love and emotional involvement could form the basis for decision making in public services. It also addresses how understanding root causes through questioning, the impact of customer service, simplifying messages visually, challenging norms and communicating more effectively could help change and innovate public services. Resources for learning more about these topics are provided.
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This presentation profiles the vision and mission of Youth \'N Action, a Washington State organization working to include youth culture and youth voice in public policy
Customer Service: The basics and Insights.pptx
This presentation holds interactive and attractive insights on customer service. It looks short but very informative.
National Main Streets Annual Conference - Website Musts
Presented by Pamela Herrmann, Founder of www.TheParagonEffect.com at the National Main Streets Annual Conference. Atlanta 4/1/15
Your website is the hub of your marketing wheel. Create a site that effectively communicates your mission and vision.
Pet expo slides 2013
The document contains an agenda for a two-day training covering customer experience mapping, persona profiling, and using customer reviews. The first day includes sessions on customer experience mapping from 10:30-11:30 and 12:30-1:30, and using customer reviews from 5:00-5:55. The second day covers customer experience mapping from 10:35-11:35, persona profiling from 12:30-1:25, and using customer reviews from 2:30-3:25. Each session will be presented by Danielle MacInnis and provide guidance on the relevant topic.
How to get people begging to work with you without selling
Slides from The Best You Expo 2018 email me at matt@interestingtalks.co.uk for information about coaching sessions.
Women in Sales Networking Event _ April 2018 Atlanta
The why...
1. Visibility and promotion for women in sales, at all levels, in companies around the globe.
2. Community, connection, education and support for other women in sales.
3. Encourage more women to pursue careers in sales.
Professional Selling Back to the Basics Webinar 2015
Roy Barker from Moore Diversified Services gave a presentation on lessons learned from mystery shopping senior living communities. He emphasized the importance of building relationships rather than just making sales. Prospective residents are more informed now and will research options online. First impressions from the initial phone call to the in-person tour are critical. Staff must work as a team, ask open-ended questions to understand needs, and ensure a smooth process from start to finish, including follow up after a decision. Mystery shopping one's own community is important to evaluate performance.
What's Your Role in the HR Revolution - Edwin Jansen
The world of work is going through revolutionary changes, and HR being in the center of it all can be a turbulent, anxiety ridden experience. In this lively workshop (promising more interaction than slides) Edwin Jansen will draw upon his wide-ranging experience in HR tech, marketing and leading change to help us each answer three important questions: 1. Who are we individually as change-agents? 2. Why should we be inspired by all this HR change and technology? 3. What can we do to best play our unique roles, enjoy the change, and feel proud of the difference we’re making?
MS nurses skills development workshop
This document summarizes a skills development workshop for MS nurses. The workshop aimed to provide practical tips for managing communication and consultations effectively, staying organized with administrative tasks, auditing services, and developing specialist skills. Specific topics discussed included managing consultation time, reducing patient dependence, setting expectations, and using resources like professional organizations, conferences, and technology to support ongoing learning and development.
Intrigue Media Vision
At Intrigue Media, our vision is to become the leaders in local marketing across Canada.
Take a watch to understand what we will be doing everyday to get there!
Thank you from the team at Intrigue Media.
Quest for Inspiration - Optimizing Your Mentoring Relationship
Designed for potential mentees who are considering the utility of a mentoring/developmental relationship. Tips for selecting a mentor, preparing for the relationship, and optimizing the value of the mentoring experience in pursuit of professional and personal goals.
Intrigue Media's Vision
Intrigue Media helps local businesses get found and noticed by local consumers, in order help their businesses grow. Our goal is to make our clients 1 million dollars, so our clients can be profitable and focus on doing what they love.
Similar to Swansea Behavioural Change Festival – Turning Upside Presentation (20)
Customerservicepresentationlhric 140702103402-phpapp02
Customerservicepresentationlhric 140702103402-phpapp02
Youth \'N Action: Youth Pride, Youth Power, Youth Voice
Youth \'N Action: Youth Pride, Youth Power, Youth Voice
Youth \'N Action: Youth Pride, Youth Power, Youth Voice
Youth \'N Action: Youth Pride, Youth Power, Youth Voice
National Main Streets Annual Conference - Website Musts
National Main Streets Annual Conference - Website Musts
How to get people begging to work with you without selling
How to get people begging to work with you without selling
Women in Sales Networking Event _ April 2018 Atlanta
Women in Sales Networking Event _ April 2018 Atlanta
Professional Selling Back to the Basics Webinar 2015
Professional Selling Back to the Basics Webinar 2015
What's Your Role in the HR Revolution - Edwin Jansen
What's Your Role in the HR Revolution - Edwin Jansen
Quest for Inspiration - Optimizing Your Mentoring Relationship
Quest for Inspiration - Optimizing Your Mentoring Relationship
Swansea Behavioural Change Festival – Turning Upside Presentation
- 1. Swansea Behavioural Change Festival – Turning Upside GEMMA WHYLEY
- 2. What’s LOVE Got To Do With It? •What if brainpower is not enough? •What if love is more important in making public services better? •How would our services need to change if we allowed emotional involvement to form the basis of our decision making? Tony Bovaird, Professor of Public Management and Policy, Birmingham University
- 3. Finding the Route Cause ‘The Five Why’s’ •What’s the problem? •Why is it a problem? •Where did it originate? •How can we go about fixing it? •What might success look like?
- 4. Are You Being Served? Sarah Richards and Huw Thomas, Sglein •What is customer service? •Why is this important to us? •What is the impact of receiving good customer service? •What is the impact of receiving bad customer service? •What sort of service do you advocate?
- 5. Simplifying Our Message Visual Facilitation and Minutes, Fran O'Hara, Scarlet Design •Aenda’less meetings •Coffee shop consultations •Jargon busters •Visual representation/ communication of key messages
- 6. But…How Do We Do It? ‘There is a crack in everything, that's how the light gets in’ – Leonard Cohen •Innovation community •Challenge the ‘no’ •Get to know our colleagues •Communicate more •Be personable •Learning opportunities
- 7. Where Can I Learn More? •Innovation Community - http://www.swansea.gov.uk/staffnet/innovationcommunity •Sustainable Swansea Transformation Program - http://www.swansea.gov.uk/staffnet/sustainableswansea •Corporate ‘Change’ training - http://www.swansea.gov.uk/staffnet/changecourse •Wellbeing of Future Generations Act (Sustainable Developments Team) - http://gov.wales/topics/people-and- communities/people/future-generations-act/?lang=en •Good Practise Wales - http://www.goodpractice.wales/ •Academi Wales - https://academiwales.gov.wales/ •Further professional development - https://www.mindtools.com/pages/article/newPPM_94.htm
Editor's Notes
- ‘Somewhere inside all of us is the power to change the world’ – Roald Dahl ‘Be the change you want to see in the word’ – Mahatman Gandhi