Self Management 1
A mindset that causes employees to behave like owners of our business.
What is Ownership?
A C of Communication
What is clear; concise; concrete; correct; coherent; complete; courteous
Rule of email etiquette
What is descriptive subject line, use appropriate greeting/closing, keep it simple, proofread, auto responder when OOO, remain professional?
A person or organization that buys goods or services from a store or business.
What is a customer?
Element of owner's mindset in which you make decisions with clear outcomes and offer solutions, not just criticisms.
What is stay solution focused?
Rule of email etiquette
What is descriptive subject line, use appropriate greeting/closing, keep it simple, proofread, auto responder when OOO, remain professional?
Core principle of exceptional customer service
What is personalized attention, emotional connection, consistent excellent service, memorable experience, customer feedback?
HEAT element where you address customer's feelings
What is Empathize?
Element of owner's mindset in which you share your opinion, even if it is against consensus
What is Challenge with Respect?
Core principle of exceptional customer service
What is personalized attention, emotional connection, consistent excellent service, memorable experience, customer feedback?
This matrix can be used to prioritize tasks according to importance and urgency.
What is the Eisenhower Matrix?
Someone within an organization who receives goods or services from another part of the business, ex. employees, subcontractors, partners, stakeholders
What is an internal customer?
Element of owner's mindset in which you exceed what is expected of you to ensure your team and organization are successful.
What is go the extra mile?
The HEAT technique incorporates these elements
What is Hear them out, Empathize, Apologize, Take responsibility for action?
The ADKAR acronym stands for these elements.
Awareness, Desire, Knowledge, Ability, Reinforcement
One of the most important traits of a good professional relationship.
What is trust?
The ability to maintain effectiveness when experiencing major changes in work responsibilities or environment
What is adaptability?
Customer need not explicitly stated.
What is unstated need?
According to the Eisenhower Matrix, most of your time should be spent on this type of task.
What is urgent and important?
The act of giving your undivided attention to the speaker.
What is active listening?