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Change Management: Are You Congruent?
Organizational Culture: Diagnosing a Customer Contact Company
by Dayle Beyer and Dr. Ralph Haug
Abstract
Eighty percent of the United States businesses are considered to be in the service sector. This
paper argues that using a diagnostic instrument can be an efficient, effective method of
diagnosing the organizational culture of a large service organization. The authors feel use of such
instruments can provide management valuable insight into customer contact employee’s daily
sense of “reality” and preferences. Understanding cultural preferences provide direction for
shifting an organizations culture to one which more successfully supports the organization’s
strategy. Congruence of culture, strategy and management processes have a tremendous impact
on the financial success of an organization.
Keywords: organization, culture, customer, service
DOWLOAD PAPER (.pdf) : Organizational Culture: Diagnosing a Customer Contact Company;
Published in: Business Journal for Entrepreneurs, May 2004
Training
Inspire Excellence delivers upbeat and interactive workshops and training courses personalized to meet your organization's needs.
Fast Forward Your Life
We all yearn for more. Have you ever said: "If only I could...
• Increase my income"
• Minimize my stress"
• Get that promotion or certification"
• Do more of what I really want to do"
In this session, Dayle Beyer will provide you the resources you need to help you understand how knowing more about who you are and what's holding you back can support your movement forward in your career, your relationships and in your life. This session will allow you to sample a unique combination of planning tools and techniques that can provide you with what you need to fast forward your life.
"When You Fail to Plan, You Plan to Fail"
Learning Objectives:
- Sample a unique blend of tools and techniques to inspire you uncover your Wildly Important Goals.
- Understand the process for developing a quick and simple plan to achieve your goals
- Uncover what could get in your way to achieving your goals and learn crucial tools to help you do it anyway
- Create action items for executing your plan
About the Speakers:
Dayle Beyer is founder and CEO of Inspire Excellence Coaching which has created excellent connections within thousands of people. For over 20 years, we have coached and consulted people and organizations in how to manage projects better, deal with business and personal obstacles and developed solutions for bottom-line results.
Dayle is driven by a passion for collaborating in the success of others. She draws on expertise obtained from her own success while serving in marketing, sales, business analysis, and project management leadership roles for a variety of commercial and non-profit organizations such as Motorola and the Girl Scouts of the USA.
Dayle received her MBA from Roosevelt University, and her BA in Psychology from SUNY at Stony Brook. She is a Project Management Professional (PMP), certified from the Project Management Institute; an Associate Certified Coach (ACC) from the International Coach Federation; and a Certified Business Analyst Professional (CBAP) from the International Institute of Business Analysis. To round out her experience and skills, and to better understand all of her clients' needs, Dayle has also served as adjunct faculty at Roosevelt University and Capella University.
In her spare time, Dayle contributes as a member of the Project Management Institute (PMI), the International Institute of Business Analysis (IIBA) and the American Society for Training and Development (ASTD).
Click on the link below to download an audio copy of "FAST FORWARD YOUR LIFE IN 2010" given to the Project Management Institute Chicagoland Chapter Dinner Meeeting, January, 2010
(.mp3) (10MB)
Click to DOWNLOAD FILE
Awakening Your Potential For Long-Term Success
2 day – 14 PDU's
Abstract:
This 2-day course is intended for anyone seeking to gain an in-depth understanding, analysis and interpretation of their communication skills, natural traits and stressors in order to create a blueprint for long-term success.
Learning Objectives:
At the conclusion of this course, participants will be able to:
- Analyze your perception of your natural strengths and achievement potential
- Measure and evaluate your natural inclinations and your daily current functioning modes
- Gain an clearer understanding of your personal and career development potential
- Determine if perceived behaviors are congruent with your actual behaviors and tendencies
- Determine your capacity for and use of empathy, achievement drive, interpersonal and attentiveness to detail
- Gain an understanding of techniques to cope with stressors in specific areas such as leadership, meeting challenges, change, handling details, dealing with people
- Know the physiology of personality and the differences between Emotional Intelligence (EQ) and IQ
- Understand what makes you stuck, slows you down, or stops you from moving you forward towards success
- Know the difference between goals and objectives
- Understand the steps for creating your “success blueprint” for moving forward towards the achievement of your goals
- Understand how each member of a “dream team” can propel you towards success
Course Outline:
- Personalized 3-Part CORE Multi-Dimensional Awareness Profile Analysis Report
- THE TEMPERAMENTS (Part One) The CORE temperaments measure internal representations of self. This part looks at Natural Inclinations and provides a clearer understanding of personal strengths, weaknesses, likes, dislikes and tendencies, and facilitates development of effective life-style, relationships, personal goals, work goals and career choices.
- THE PREFERENCES (Part Two) The CORE Preferences measure external representations of self (how we relate to others, how we see the world, and how we process information). This part looks at Current Functioning Modes and how they enhance or hinder natural inclinations. It also provides insights into thinking and processing styles. Preferences are compared to temperament traits to determine how well internal and external factors (nature and nurture) are integrated, and whether natural capabilities are being best utilized. This comparison can also indicate areas of “masking,” repression or purposeful alteration of natural tendencies.
- PERSONAL EFFECTIVENESS TRAITS (P.E.T.) (Part Three) The CORE P.E.T. measures and predicts how an individual is likely to act or react with different stimuli and in varying situations. It measures the intensity of positive and negative traits and predicts individual response in times of high stress, moderate stress, and under normal circumstances. It also predicts the development level of individual traits.
- One-on-one facilitation of CORE MAP Results and Effectiveness Recommendation by Laurie Polinski – Certified CORE MAP Facilitator - approx. 30 minutes/person
- Interview and Elicitation Techniques
- Six steps for improving communication, negotiation and conflict management
- Video tape and review session
- Participants are provided step-by-step instructions for improving 2-way communication and eliciting information, the “do’s and don’ts”, tips on use of body language, effective questions and answers all of which will be practiced while being videotaped for individual feedback in class - approx. 30 minutes per person
Course Materials:
Each student will receive the following:
- Student workbooks with exercises (.pdf provided with for local printing)
- Access to the CORE MAP assessment - This on-line assessment is to be taken prior to class and takes approximately 40 minutes to complete.
- 3-Part CORE MAP Summary Report
- Personalized CORE Multi-Dimensional Awareness Profile Analysis Report
- One-on-one facilitation of CORE MAP Results and Effectiveness Recommendation by Laurie Polinski – Certified CORE MAP Facilitator – approx. 30 minutes/person
- Video tape and review session (individual video is not provided for student to take home)
- Success Roadmap
Instructional Staff:
Dayle Beyer is certified to use Project Management, Business Analysis and the Co-Active Coaching Model® to quickly analyze, plan, and provide the accountability that supports you in reaching your individual and professional goals.
As founder and president of Inspire Excellence Learning, Dayle Beyer has inspired excellence in thousands of people around the world using a unique and energetic blend of project management, business analysis, and coaching tools and techniques. For over 25 years, she has taught and coached people how to save lives, manage projects better, take sophisticated exams, and deal with business and personal obstacles.
Dayle Beyer will provide you and your organization with specialized topic information and resources. Participants are more than motivated because after the program, they will have gained practical new ideas to inspire excellence in their real-world PLUS have access to a certified coach to provide the accountability for the implementation of their ideas.
Dayle received her MBA from Roosevelt University, and her BA in Psychology from SUNY at Stony Brook. She is a Project Management Professional (PMP) and Risk Management Professional (RMP), certified from the Project Management Institute; an Associate Certified Coach (ACC) from the International Coach Federation; and a Certified Business Analyst Professional (CBAP) from the International Institute of Business Analysis. To round out her experience and skills, and to better understand all of her clients' needs, Dayle has also served as adjunct faculty at Roosevelt University and Capella University.
Laurie Polinski is a Certified CORE MAP Facilitator who has over 25 working in the corporate world in business and marketing.
In 2002, Laurie decided that something need to be different. She left McDonald’s Corporation after 20 years, to become an entrepreneur.
She saw a need in the marketplace and started her first business, Virtually Assisting You, Ltd. in 2002, to fill that need.
After working closely with people, Laurie learned how to “hear what wasn’t being said.” She learned what really held people back from achieving their own true greatness. Laurie created a 12 week course called “I Can Do It ~ I Can Spin My Own Gold!” The course was so successful that Laurie created her 2nd business Spinning Gold Productions, Ltd. in 2006.
Since then, Laurie has worked with hundreds of people all over the US, and some in Canada, Sweden, The Netherlands and Italy ...goal-oriented, heart-centered people who want to align themselves to the practice of empowering and uplifting others. Laurie enjoys working with people who think bigger and are motivated to create a new future for themselves and others.
Please Contact Us for more information about this inspiring workshop.
SOUP: A Recipe to Nourish Your Team and Culture
Soup. Warm and hearty. Soup is a recipe to nourish your team. When we look at the synonyms for “nourish”, we find words like feed, nurture, encourage, cultivate, foster and support. Aren’t these things you want to do for your team?
For those organizations, people and teams who want an in depth team-building course, we offer the following 2-day course in which you and your team will:
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Gain a thorough understanding of your team's existing culture
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Determine what kind of team you really want to have
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Decide what next best steps are needed for engaging your team members
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Understand the the ingredients and 11 steps it takes to create an excellent team
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Develop an action plan to make real changes
As part of the 2-day course, you will receive a FREE copy of “SOUP: A Recipe to Nourish Your Team and Culture” book PLUS free resources and inspirational posters.
Please Contact Us for more information about this inspiring workshop.
Appreciative Inquiry: A Positive Revolution For Organizational Change
Overview:
Have you ever worked on an organizational initiative that has no change? Change happens! Some changes work well but many changes don’t work quite as well as we had hoped. Are you ready to hear about a powerful and successful approach to dealing with change in your organization?
Join us to explore how Appreciative Inquiry (AI), a strategy for purposeful positive change, creates a paradigm shift in “the problem-solving” approach to eliciting and managing requirements that many business analysts and managers use to make changes. AI focuses on an organization’s achievements rather than its problems. Using AI can help you go beyond flaccid participation to foster genuine inspiration at the deepest levels.
Objectives (4-5 major objectives of what attendees will walk away with):
• Define appreciate inquiry
• Understand the appreciative 4-D cycle
• Create a provocative proposition for creating a positive purposeful perspective
• Understand how to use Appreciative Inquiry as a powerful BA tool
• Explore AIs amazing results
Audience: Business Analysts, Project Managers, Consultants, and Entrepreneurs
Format: Interactive
Length: 90 minutes
What Excellent Leaders Know & Do
2 days – 14 PDU’s
Overview:
Leadership is a greatly debated and possibly marginally understood concept. This highly interactive course takes an insightful look at the critical role that the “human relation” side plays in leading the planning, executing and controlling of any size organizational initiative. Learners will be brought face-to-face with questions about their own leadership attributes and effectiveness.
This course provides a detailed look at the critical aspects of coaching, mentoring, managing programs in a stress-filled environment and proactive communication.
Learning Objectives:
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Understand the critical success factors to leadership.
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Gain insight into the power and influence positions in effective leadership.
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Examine the best-practice behaviors in achieving effective and lasting results with coaching and mentoring.
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Determine your team needs and understand how their needs impact your initiatives.
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Understand the many “faces” of leadership and gain insight into successful leadership models.
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Work with current models in emotional intelligence and its application to intuitive leadership principles.
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Understand how to be more comfortable with crucial conversations and confrontations.
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Practice effective conflict management and resolution skills.
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Assess your own leadership skills and create a personal development plan for success.
Audience:
This course anyone involved in projects, programs, including managers and team members.
Please Contact Us for more information about any of these innovative and inspiring workshops.
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