Value from a customer Perspective — Mike Hohnen

Return to course: The Relationship Advantage

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The Relationship Advantage

Introduction
Customer Loyalty
Value from a customer Perspective
Dream Teams
Reflection: The Service Profit Chain in Our World

Introduction to self-assessment tools and their importance
Self-assessment - take a moment to reflect
Team Management Profile (TMS)
Assessing your current work relationships
Defining Your Personal Development Challenge
Time to schedule your first coaching call
Timtable for Group 3 (Microsoft)

Welcome to module 2
The impact of relationships on organisational performance
Coordination, Cooperation, Collaboration definitions and key differences
Trust as the foundation of our realtionships
Psychological Safety the team performance driver
How relationship quality relates to our NPS score
What are you thinking now?

Welcome to module 3
The Triad of Well-being: Mindset, Circumstances, and Meaning
The Four Domains of Emotional Intelligence
Exploring cognitive biases and their impact on relationship building
Emotional State Management First
Emotional State management Second
Emotional State Management Third
You are either part of the problem or the solution - taking responsibility for our work relationships.
What are you thinking now?

Welcome to module 4
Working with different personalities
Dealing with difficult people
The art of humble Inquiry
Relationships outside our immediate environment
The four questions they need answers to
Providing Client Value from a Relationship Perspective
What are you thinking now?
Extra Material: Network Mapping Exercise
Extra Material: Big Five Personality self assement Tool
Extra Material: Big Five personality traits High / Low
Extra Material :Trompenaars' Seven Dimensions of Culture

Introduction Module 5
Intergral Theory
Complexity Awareness
What does it mean to grow as a human being
Polarity Management
Conscious Leadership - showing up with an awareness
What are you thinking now?

Introduction to Module 6
Closing the knowing-doing gap
The theory behind our behaviour
Design your own future behaviour.
The power of conversations
What now - not the end but the beginning of your next challenge
Linking our learning back to The Service Profit Chain - what conclusions and consequences for the future
What are your final thoughts?

Feedback

Directory of current and past particpants

The Big Reading List
Connect Cards - a tool for connection before content

Value from a customer Perspective

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