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”.