This course is an examination of the dynamics of “Public Service Excellence” internally and externally within an organization. Emphasis will be placed on defining and applying service excellence skills including management of the agency’s moments of truth, identification of citizen expectations, and managing difficult customers and team members. 

Today’s organizational leaders must have a solid understanding of performance theory, principles of motivation, high-performance coaching, and individual and team engagement. Low morale and significant organizational stress surrounds the misunderstanding and misapplication of these fundamental principles. 

In order to influence others and move today’s work team forward, we must challenge managerial folklore and develop a clear understanding of how service excellence principles coupled with performance coaching principles lead to organizational goal attainment. The workshop works to help equip supervisors and leaders with the necessary skills and tools to function effectively as a “Public Service Excellence Professional”.

Course Objectives:

1. Develop an understanding of what constitutes public service excellence and how it benefits the service provider and community.
2. Identifying and responding to citizen/customer expectations.
3. Understand and practice effective communication skills which serve to diffuse angry citizens and generate greater voluntary compliance.
4. Understand why leaders fail to coach & counsel before matters get out of hand is vital to organizational success.
5. Effectively identify and confront problem employee and supervisory behaviors free from emotional stumbling blocks.
6. Develop a solid understanding of the performance theory, principles of motivation, high-performance coaching skills, and individual and team engagement strategies.
7. Enhance the citizens support of the service provider and reduce service complaints.
8. Conduct meaningful coaching sessions using the essentials of supportive and corrective feedback.
9. Effectively confront negative performance issues.
10. Retain the right people through mentoring and succession planning.
11. Implement key strategies proven to improve productivity and morale.