Name: Introduction to Customer Experience for Every Organization
Start: 2020-09-01T15:00:00Z
End: 2020-09-01T15:00:41.000Z
Location: BrightTALK
Rating: 5

Unleash potential (yours and others!) by putting PEOPLE first. Thought-provoking webinars about Leadership, Employee Engagement, Personal Effectiveness, and Team Effectiveness. Our research and topics focus on getting more from people by giving more of the right stuff to people. 

Better listening is more than a social nicety. It's the glue that bonds relationships. In business, listening and strong communication impact every aspect of company culture. Employee engagement and productivity levels are directly linked to the quality of listening exhibited by managers and leaders. What's more, collaboration, team effectiveness, and employee retention are all impacted by this one simple behavior. Join this webinar to learn about the hard costs of neglecting this vital soft skill.

The Business Case for Listening Better

Conflict isn't always bad. The avoidance of conflict, in fact, can be worse than the conflict itself. If your company culture is highly conflict averse, you probably have false harmony, group think, and echo chambers that interfere with true collaboration and commitment. Team effectiveness is compromised by all that niceness because no one ever really feels heard and considered. Going along just to get along is merely a recipe for standing still. Learn about the benefits of conflict and how to use it productively for ideation, innovation, decision making, and building trust throughout the organization.

The Vital Role of Conflict in Healthy Teams

The 1-to-1 meeting with your boss doesn’t have to be nerve-wracking. 

You don’t have to go into these meetings with butterflies, wondering what’s on the agenda, uncertain about what you should prepare, and anxious about what negative feedback you’re about to be ambushed with. 

Instead, find out how you can influence the topics in your 1-to-1 meetings, how you can use this time to showcase your efforts and achievements, and how you can express your needs and opinions when you meet with your manager. In other words, learn how to assert yourself and make the most of 1-to-1 meetings.

Part 12 in the video series "Why Wait to Be Great?"

Making the Most of 1-to-1 Meetings

As a Coach, you're focused on people development and a company culture that aims to help people grow and maintain high levels of employee engagement. But when it comes to career roadblocks or blindspots, getting people to move outside their comfort zone can be tricky. They may not be aware of issues related to their soft skills or emotional intelligence gaps. How do you get them to see it, acknowledge it, care about it, and work on it? In this presentation, we'll cover the techniques for easing people into these tough conversations that promote self-awareness.

The Delicate Matter of Coaching for Emotional Intelligence

Every organization wants to hire “self-motivated” individuals. 

Self-motivation shows up in the competency model, the job description, the behavioral interviewing questions, and the expectations for the role. More often than not, people who have demonstrated “self-motivation” are selected for these roles.

So what happens? Why do these self-motivated individuals seem to lose their motivation? What causes dips in motivation that sweep across an entire organization? And what can you do about it? (Spoiler alert: managing out the people who aren’t motivated and replacing them with “self-motivated” individuals won’t work over the long term!)

Learn how to personally motivate every member of the team in ways that are self-sustaining and long-term. Learn how to increase and magnify self-motivation. And learn what NOT to do so you won’t diminish self-motivation. 

During this presentation, you may even find some tools you can use for your own boost in motivation. 

Part 11 in the video series "Why Wait to Be Great?"

Motivation Is Personal: Are You Tapping into It?

Being promoted from within is recognition that you've done well. It's also an extra challenge because you now have to reset relationships with peers and friends who you'll now be managing. Shifting from buddy to boss isn't easy. As a supervisor or manager who has to navigate this transition alone, you may feel a little unsure about how to proceed. This presentation will help you avoid common mistakes, maintain trust and collegiality, and enlist the support of your team members even as you're learning the ropes in this new relationship.

Managing Your Peers & Shifting from Buddy to Boss

We said… they said… 

They always, they never….

It’s not fair.

If you’re hearing these kinds of finger-pointing statements in your workplace, it’s time for an intervention! Tensions within a team or between two teams have serious detrimental effects on everyone involved, right through to your customers and end users. It’s not sustainable to do business this way! 

At the heart of most team tension is a fundamental misunderstanding about who does what and why things are done that way. 

In this presentation, we’ll offer examples and case studies about teams that needed to get back on track and what it took to get them there. You’ll get practical tips you can use to diagnose and address common issues that interfere with true collaboration and unity. 

Part 10 in the video series "Why Wait to Be Great?"

Tackling Team Tensions

Congratulations on your recent promotion into management. As a new supervisor or manager, employee engagement will be one of your top priorities. Wait, what? They didn't mention that in the interview? Well, it's just one of MANY things you really need to know before you learn the hard way. Employee engagement is the #1 contributor to business growth and success in any initiative you will undertake. No matter what your company culture contributes, direct reports depend most on their managers to build trust, help them develop, and keep them engaged. Join this presentation to learn more about all those other secrets, too...

The New Manager Playbook for Accelerated Success

Bruised egos, misunderstandings, personality clashes, competition for resources, and more can ruin relationships in the workplace. 

Sometimes, neither party can remember why they don’t get along. Sometimes, entire departments are split into an us/them mentality even though no one can articulate why it has to be that way. 

Along the way, it was usually a breach of trust that caused the divide in individual or group relationships. Those breaches are often inadvertent and unintended. People didn’t mean to injure or offend others... they just didn’t know what they didn’t know!

So what can you do about it? How can you restore relationships and rebuild trust when there’s a lot of baggage, history, and habits that keep people divided? How can you build bridges for people to come back together and work in a collaborative, unified, and trusting way?

Tune in for this presentation for tips and techniques that really work! 

Part 9 in the video series "Why Wait to Be Great?"

How to Repair Relationships & Restore Trust

"Economic uncertainty. Political strife. Turbulent times that impact employees and give you an endless series of unprecedented challenges...

If you're ready to get a better grip on what's happening in your organization (even though you can't change what's happening elsewhere), join us to consider five important questions that may have been back-burnered while you were in crisis mode reacting to a pandemic, the Great Resignation, work-from-home, and the volley of volatility that seems to be ""the new normal.:""

Participants in this presentation will:

- Find out the #1 most-overlooked employee need (this one might surprise you!).
- Learn why looking inward isn't indulgent or optional. It's essential!
- Get a fresh take on inclusion and ways to boost morale and employee contributions.
- Examine what employees really want when they ask for development opportunities. 
- Discover the key question that helps make sense of competing priorities and ensures better time management."

5 Questions Every Leader Needs to Consider in 2023

Fear of exposure. Holding back. Not taking risks – even the little ones – because your confidence is shaky. The uncertainty, the feeling that you’re always skating on thin ice, the little voice in the back of your head… what would you be able to do if you didn’t have to battle these in the background?

The good news is that you’re not alone and that it doesn’t have to be this way!

In this presentation, you’ll find out how to recognize and overcome secret struggles like:

• Imposter Syndrome
• Self-Sabotage
• Risk Aversion
• Perfectionism Paradigm 
• Human Doing vs. Human Being

We’ll look at the research that explains these struggles, symptoms to help you recognize these tendencies in yourself and others, concrete steps for overcoming these struggles, and success stories from people who have moved past these struggles and closer to realizing their own potential. 

Part 4 in the video series "Why Wait to Be Great?"

Overcoming Imposter Syndrome & Other Secret Struggles

Another boring, go-nowhere meeting. Another training that was little more than an information dump. If you're not training trainers and meeting leaders the skills of facilitation and the principles of adult learning, they're probably missing the mark. You can instantly improve business meetings, employee engagement, and company culture by simply teaching people how to facilitate for desired outcomes and in ways that reach more learners. You'll receive a checklist of facilitation competencies and other useful takeaways when you attend this presentation.

Critical Competencies for Facilitators

When you have a title or position of authority, you can boss people around + micromanage + issue orders. It's a command-and-control approach to getting things done. But that style only gets you so far... people don't like to be managed with an iron fist. 

A better alternative, one that doesn't require authority, is a heart-and-soul approach. When you develop skills for influencing others, you can:

- Ask instead of tell... and get positive responses from people who WANT to be engaged.
- Tap into others' intrinsic motivation, a powerful force that unleashes lots of effort and results. 
- Trust that others will continue as planned, even when you're not looking over their shoulders. 
- Ennoble others so they'll share their input and ideas for reaching your goals together.
- Collaborate without the constraints of positional power.

No matter what your rank on the org chart is, influence can help you be more effective in working with others.

Getting Things Done through Influence vs. Authority

Ugh. The 9-Box Mode for bucketing people by performance and potential is widely used but is inherently unfair. Human Resources and Management may like it as a shortcut for Talent Management and Succession Planning. But wouldn't you prefer a system that gives people a fair chance? If your company culture relies on models like these, you're disenfranchising employees who would otherwise be more highly engaged and would try harder to contribute at a higher level. Learn about an alternative approach with transparency and fairness built in.

An Alternative to the 9-Box Model for People Development

There's a secret weapon you can bring to every conversation... a powerful tool that will make you more interesting, more engaging, and more effective... an irresistible magnet that will draw others to you and set you apart in a positive way. 

It's all about asking quality questions. That's why this presentation will show you how to:

- Replace random fishing-expedition questions with purposeful questions 
- Craft open-ended questions that elicit more complete responses
- Phrase questions that are more efficient and more effective in gathering the information you need
- Connect with people by demonstrating empathy and interest

Based on two decades of research, this presentation will introduce you to the 8 purposes of asking questions and how you can be more influential and effective by using a broader variety of questions.

Ask Better Questions to Amp Up Your Personal Effectiveness

Strong leadership is founded in clarity. If your company culture is frenetic, reactive, and constantly in crisis mode, the missing ingredient is clarity. The cost is diminished employee engagement and a likely increase in employee turnover which leads to reduced productivity and suppressed business growth... which leads to more frenetic, reactive, crisis-mode responses. It's a vicious circle. Learn what management and human resources can do to create a clear, compelling vision that will provide focus and minimize distractions that weigh you down.

Creating Clarity VS Dealing with Ambiguity

That elusive characteristic called charisma... the compelling way some people can captivate others... the magic in what and how some people speak... what's it really all about? 

Learn what leaders do differently to get attention, mobilize followers, and inspire action. Find out how you can use words to engage people and present your ideas in a more compelling way. 

In this presentation, we'll talk about the simple steps you can take to:

- Stir the hearts and minds of people around you
- Ignite sparks that intrigue others and draw them to your ideas
- Lead by inspiring confidence in your ideas and plans
- Amplify what you're saying with improved ways of saying it
- Paint pictures that others can see and want to be a part of

This presentation is suitable for leaders at any level who want to enlist their followers in pursuit of a vision.

The Language of Leaders

Employees are leaving in droves when they don't feel a sense of belonging and that their work is meaningful. Without development opportunities, employee engagement suffers. Talent Development and Human Resources professionals that want to improve retention rates and bolster the company culture understand the need to provide opportunities for emerging leaders... But it can be a daunting task to find the time, allocate the budget, track the results, and reinforce the learning in practical ways. Until now. Join this presentation to learn about an evidence-based approach that's easy, affordable, and effective.

Now's the Time to Get Serious about Leadership at Every Level

Customer Experience (CX) is not a passing fad. It's THE business differentiator that will draw customers to you like moths to a flame. Or, if you ignore it, it's what will have your competitors eating your lunch everyday. 

This presentation is for small business owners, salespeople, and others who are seeking ways to become memorable and indispensable to buyers. We'll cover:

-- The basics of CX: what it is any why it matters
-- Research with buyers that explains why you want to get in on this!
-- How to provide a relevant, meaningful, personalized experience
-- Why superior customer service and low prices aren't enough anymore 

CX really does give you a competitive advantage. Don't get left behind!

Introduction to Customer Experience for Every Organization

Customer Experience

Leadership

Management

Customer Care

Customer Engagement

Employee Engagement

Human Resources

Organizational Development

Customer Service

Happy employees make productive employees. HR managers are now finding that compensation and benefits alone cannot keep employees happy; they also need nurturing through proper training and development. Join the BrightTALK talent management community to learn how to engage and retain your best talent by providing them with the tools and rewards they need to enhance their performance and reach their potential.

Talent Management

Small businesses and enterprises alike are competing for not only market share, but also for the best employees to move their businesses forward. Competitive salary and benefits packages are the foundation of high employee satisfaction. Join this community to keep up with changing regulations and learn how to optimize workforce costs with competitive yet cost-effective employee benefits and compensation plans.

Benefits and Compensation

Modern human resources professionals are charged with not only the recruitment of talent, but also retention, satisfaction and management. They also support the training, assessment and compensation aspects of employee management. Join this community to connect with thought leaders and learn about trends in benefits, compensation and talent management. Stay ahead of the curve to attract and retain top talent and strengthen organizational leadership and culture.

HR Strategy

Get powerful human resource management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which HR practices and strategies have been shown to be effective in retaining and growing talent.

Get powerful learning and development insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge in the field.

Learning and Development

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

The inside sales community on BrightTALK is made up of thousands of engaged inside sales professionals. Learn best practices for teleprospecting and lead qualification as well as advice for implementing sales prospecting tools. Join the discussion by attending on-demand and live inside sales webinars and round tables.

Inside Sales

The channel sales community on BrightTALK is made up of thousands of sales professionals specializing in channel sales strategy, reseller sales and channel opportunities. Find relevant content on demand or engage with peers and industry leaders in live channel sales webinars and round table discussions.

Channel Sales

The sales management community on BrightTALK is made up of thousands of sales management professionals. Learn about sales training ideas and techniques while improving pipeline development strategies. Join the conversation by participating in live sales development and management webinars and round tables.

Sales Strategy

In this SaaS and subscription economy, the key to success is customer success. This is much easier said than done as client ecosystems are constantly evolving and their needs and aptitudes vary. Join this community to engage with leaders who are prioritizing and pioneering customer success by helping clients maximize ROI, inspiring account growth and strong client retention.

Customer Success

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

In today’s economic climate, successful small businesses need to overcome an array of challenges. Client dependence, legal issues, small business financing… as an entrepreneur, where can you find the information you need to help inform your decisions? In the small business management community, discover how you can create a successful small business from the business plan up!

Small Business

Leadership styles are continually evolving to incorporate new ways of thinking about employee satisfaction, motivation and performance. Find webinars and videos on the strategies, techniques and qualities that make an effective leader. By participating in this community you will gain insight into current leadership theories and how to optimize employee performance.

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Introduction to Customer Experience for Every Organization

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