5D Service Leadership Pathway
From Frustration to Fulfillment: The Future Framework for Sustainable Service Leadership Results.
This 12–month program builds capability in leaders of today, who are responsible for creating the conditions of service in the future.
The promise of this program will change the way your leaders think and act, which will change the way teams work, resulting in transforming the way they serve customers.
Leadership is hard; and it’s even harder now than it was in the past. Some frustrations include:
- Service standards have dropped, and you need to raise the bar on what is expected of your people
- The phrase ‘customer service’ doesn’t evoke the enthusiasm it once did, motivating staff is hard in this era
- The world of work is evolving, tricky for leaders in this new workplace setting
- Technology is destroying and evolving service at the same time, the new dilemma is how to reclaim the human in ‘human service’.
- Planned results are not being reached and perhaps shareholders are loosing faith
- Talent in the business is leaving, which is slowing down the innovation you need to stand out from your competitors
- Customers are leaving and not returning
Who is this program for?
No matter the size of your business or the geographical spread of your people, if you have a hunger for staying ahead of your competitors or foresee a crucial tipping point in the business; this program will be instrumental in achieving long – term success.
A journey designed for up to 20 leaders, invited by the business to apply, alongside a recommended criteria. The invitation is in recognition of their performance and growth in a leadership role, as well as an investment and reward for their efforts and loyalty to the business.
A detailed criteria and self-assessment diagnostic is provided at the start, allowing each leader to identify their unique learning goals and areas for flex and growth.
5D Service Leadership
5 Areas of ExpertiseCreate safety and support wellbeing
Aim: To maintain a healthy culture by focusing on physical and psychological safety as well as enabling a culture of wellbeing to exist amongst the work.
Example of Tools: Psychological safety framework, designing service routines & moments, pillars of wellbeing at work for service professionals
Empower decision-making and foster innovation
Aim: To empower teams to make better decisions and be more innovative in problem-solving in the moment.
Example of Tools: Blue rules and future scenario planning, system thinking (left & right hemispheres), competency frameworks for consistent service
Inspire emotional intelligence and praise encouraged behaviour
Aim: To motivate teams to apply the desired behaviours and to self-regulate their emotional responses when at work.
Example of Tools: Emotional intelligence for service excellence, self – regulation and resilience, behavioural praise techniques & feedback loops
Build teams and connections and align people with values
Aim: To inspire teams to connect and behave in ways that are aligned to the organisation’s values.
Example of Tools: Values based leadership framework, cultural sensitivity and leadership language, creating Service team codes
Create vision and communicate purpose – evaluating the ability to lead with a vision and create meaning at work
Aim: To invite teams to see their work and efforts as a contribution to something far greater than their own self interests.
Example of Tools: Storytelling, Communicating for impact, Leading Advocacy groups
A realistic pathway designed for busy leaders.
5D Service Leadership pathway is a pragmatic and evidence-based program focussed on learning for leaders to be relevant, accessible, and immediately applicable in the workplace. Spread out over a 12 – month period with a published schedule in advance, working with your peak periods, blackout periods, financial years, creating a schedule that works with the rhythm of your business.
The journey from beginning to end includes:
- A diagnostic to determine the business performance, looking at current state and articulating desired state at the end of the program.
- A pre – engagement workshop with the group of leaders to kick of the journey
- An individual self-assessment to determine unique learning goals for each leader
- A one-on-one coaching session at the start to set their learning goals for the program
- 10 group sessions (90 mins online and Face to face) focussing on areas of expertise (5D Service Leadership)
- End of year Off site retreat (self-evaluation and close circle ritual)
For up to 20 people, over 12 months:
- 3-hour face-to-face diagnostic workshop for the business
- 90 mins x 1:1 coaching mentoring session per leader, with a ServiceQ Executive Coach
- 3-hour face- to -face Pre Engagement Workshop
- 10 x LIVE group sessions online or face to face following the 5D Service
- Leadership framework and areas of expertise. An option here is to partner the final session with our Service Leadership Offsite offering (one day and overnight).
- Leadership Learning journal and workbook provided to support new tools and techniques
Investment
$130,000 plus GST*^#* Program can be scaled to larger participant numbers at additional cost
^ All travel expenses for interstate/ overseas and offsite sessions are not included
# Where programs run across financial years, prices will be discussed with key stakeholders
Call us on 0431 133 904 or email hello@serviceq.co
