How do you react to change? Change is difficult, even when it is good and for right reasons. This course discusses various methods and ideas to consider in helping you navigate the turbulent waters when dealing with change.
Learning Objectives
- Learning Outcomes
- This course will prepare you to:
- Define excellent customer service
- Identify skills needed for excellent customer service
- Describe how best to serve your external customers
- Describe how best to serve your internal customers -your boss, departments, and your employees
Major Topics
Different personality traits and how they might react during a time of change;The five change management principles;Kotter's 8 step change model;Who Moved My Cheese;Adaptive change as described by Jim Collins concept of the Big Hairy Audacious Goal (BHAG)
