Handling a Difficult Customer

1 – GETTING STARTED

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

2 – SETTING EXPECTATIONS

• Defining the Requirements
• Identifying Opportunities for Improvement and Growth
• Setting Verbal Expectations
• Putting Expectations in Writing

3 – SETTING GOALS

• Understanding Cascading Goals
• The SMART Way
• Helping Others Set Goals

4 – ASSIGNING WORK

• General Principles
• The Dictatorial Approach
• The Apple-Picking Approach
• The Collaborative Approach

5 – DEGREES OF DELEGATION

• Level One: Complete Supervision
• Level Two: Partial Supervision
• Level Three: Complete Independence

6 – IMPLEMENT DELEGATION

• Deciding to Delegate
• To Whom Should You Delegate?
• Providing Instructions
• Monitoring the Results
• Troubleshooting Delegation

7 – PROVIDING FEEDBACK

• Characteristics of Good Feedback
• Feedback Delivery Tools
• Informal Feedback
• Formal Feedback

8 – MANAGING YOUR TIME

• The 80/20 Rule
• Prioritizing with the Urgent-Important Matrix
• Using a Productivity Journal
• Using Routines and Rituals to Simplify Your Workday

9 – RESOLVING CONFLICT

• Using a conflict Resolution Process
• Maintaining Fairness
• Seeking help from Within the Team
• Seeking Help for Outside the Team

10 – TIPS FOR SPECIAL SITUATIONS

• What to Do If You’ve Been Promoted from within the Team
• What to Do If You’re Leading a Brand New Team
• What to Do if You’re Taking on an Established Team

11 – A SURVIVAL GUIDE FOR THE NEW SUPERVISOR

• Ask the Right Questions of the Right People
• Go to Gemba
• Keep Learning

12 – WRAPPING UP

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations