“WE HAVE EXPERIENCED A DIRECT AND MEASURABLE IMPACT TO OUR BUSINESS AND BOTTOM LINE THROUGH OUR INVOLVEMENT WITH OXLEY’S 4 FACES OF FRUSTRATION PROGRAM”
Greg Syfan, – President Syfan Logistics
WHAT MAKES THE 4 FACES OF FRUSTRATION SO DIFFERENT?
When it comes to changing the way that employees engage with each other and their customers it is not enough to review the same tired old strategies that have not worked before. Participants in the 4 Faces of Frustration Program are actively engaged in the learning process. Participants will experience the different ways that people interact, solve problems and address challenges. This active involvement in the learning process leads participants who dreaded attending to claim it was the best training program they had ever experienced.
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4 STEPS TO TURN FRUSTRATION INTO DELIGHT The first step in turning frustration into delight is to DISCOVER the different ways people interpret words such as ‘customer service’ and ‘teamwork’. Participants ENGAGE in active learning to define their priorities and what would cause them to be delighted with the outcome they receive. They then ADVANCE their understanding of the different perspectives people have with ‘customer service’ and ‘teamwork’. Finally, participants are then able to set an action plan to change and ultimately PERFORM in a way that will not frustrate the very people they seek to delight.
PROGRAM FORMAT: A pre-program assessment is conducted with all participants to identify their personal communication style.
During the program participants will be actively engaged in the learning process. Participants will both experience the different way s the four interaction styles solve problems and address challenges, and see for themselves how customer service is not a static concept – different customers experience great customer service in different ways.
Participants will receive a detailed 24 page report that will allow them to understand their preferences in the areas of communication, motivation, and management style. Each individual will have specific areas of improvement to set a Plan of Action around.
The group leader will also receive a detailed Team Behavioral Report that will suggest preferential team interaction styles and how both individuals and the team can adjust their style to maximize team productivity.