‘Going the Extra Mile’: 2 day Program

Definition: Going the Extra Mile

Overcome personal differences with internal customers, build rapport with them and then give them unbelievable service while exceeding one’s JD’s performance standards.

‘Going the Extra Mile’ (GTEM) focuses on:

·         Positively impacting internal customers

·         Factors preventing employees from ‘Going the Extra Mile’ to surprise internal customers with outstanding service

·         Help to make the internal customer feel included which will help to improve business goals

·         Removing inter-departmental barriers that impede internal customer service

·         Reducing office politics that curtails Mobilink’s service culture of excellence

·         Creating high trust, ownership, and camaraderie in the organization

·         Looking at one’s job as a purposeful mission

The content consists of 5 activity based modules with 3 sub-activities per/model.

§         Build High Personal Service Standards of Achievement

§         Engage in Critical Dialoguing and Communicating

§         Breaking Down Barriers

§         Take Ownership and Blended Responsibility

§         Motivate and Energize Self and Others

Training Themes and Topics

This course covers 29 essential action areas that will engage participants to practice the finer details of:

• Hitting the pause button and analyzing the consequences of one’s actions on one’s self as well as on the rest of the organization

• Exerting oneself to understand the internal customer service requirements and then search for solutions to satisfy him

• Examining reasons for not pushing oneself harder to exceed internal customers expectations

• Examine reasons for the existence of sub-groups in Mobilink and ‘tunnel vision’ of sub-group members

• Discuss reasons for conflicts between employees and internal customers

• Looking at each internal customer as a major, important and independent client in the organization

• Spending more time listening intently to internal customers

• Distinguishing between simple trust, blind trust and authentic trust

• Understanding individual defensive routines and implementing the high trust model for internal customers

• Overcoming unnecessary individual rivalry and competition with internal customers

• Creating greater individual achievement through applying 5 principles of self-regulation

• Developing a deeper and stronger sense of responsibility to serve all internal customers

• Understanding the costs, consequences and effects of unprofessional service to internal customers

• Practicing non-judgmental, positive-action language to create extra productive results

• Learning strategies to combine company policies with Mobilink’s excellence culture

• Honouring and respecting others while meeting their needs

• Understanding the causes of ‘negativity’ in employees

• Learning to remedy the effects of previously painful and unsuccessful communication

• Learning to bridge cultural differences in Mobilink by exploring sub-cultures within Mobilink

• Engaging in the idea that in being selfless, one enhance one’s self

• Redirecting personal anger towards coalition building with internal customers

• Providing tools to ask good questions that facilitate quick solutions for internal customers problems

• Breaking down barriers through communication and building trust with empathy

• Pre-empting and listing key problems and bringing everyone together to explore solutions

• Taking ownership of work and feeling proud of personal accomplishments even if others do not recognize them

• Practicing taking positive action steps to remove silo cultures and to build trust and transparency

• Practicing to support employees by observing them and giving them feedback to help them achieve peak performance

Deliverables of ‘Going the Extra Mile’ INCLUDES:

(At the end of this workshop, each participant will have :)

·         Defined “Going the Extra Mile”

·         Identified each one’s individual customer using ‘hub and spoke’ model

·         Created a check list of ‘Extra Mile’ behaviours

·         Written down personal pledges to create ‘Extra Mile’ culture

·         Identified critical communication problems areas that employees face

·         Worked with live cases in the workplace, focusing on solving internal customer’s problems

·         Practiced role playing using ‘crucial language’ and ‘empathic tools’ when having to deal with difficult internal customers

·         Developed responses to inter-departmental barriers when they start to see a breakdown in service, relationships or communications

·         Role-played and  facilitated understanding when conflict arises with internal customers

·         Practiced how to coach other internal service providers to build trust and transparency

·         Worked in group activities that builds motivation to ‘Go the Extra Mile’

·         Received  one on one assessments that help them understand the areas in their style of work that need more attention

·         Practiced pre-empting solutions before cultural or behavioural set-backs occur

·         Practiced asking questions that would enable others to work to their optimal level

·         Developed practical action plans to apply new knowledge with internal customers

Training of Trainers

Trainer Ramiz Allawala & Karen Allawala