Supporting Staff and Customers Through Change

Supporting Staff and Customers Through Change is a one-day programme looking at the fears and concerns of staff and customers when introducing changes, which not only mean a different way of working but also impacts upon the way in which a customer interacts with the organisation.

Content Overview

• The impact of the change in the workplace

• The transition experience

• Roles during change

• Strategies for supporting individuals through change

• Influencing and supporting the customer

Duration

Supporting Staff and Customers Through Change is delivered in one-day.

“It is not necessary to change. Survival is not mandatory.”
Demming

Benefits

• Understand how the changes impact upon the staff, the customers and the organisation

• Awareness of the drivers of change

• Identification of the fears and concerns of staff and customers, regarding the change

• Acknowledgement of how different people experience change

• Understand own attitudes and reactions to change

• Develop strategies to manage the effects of change in self

• Identify ways of supporting colleagues and customers

• Influencing customers to buy into the changes

Who should attend?

Managers, team leaders and frontline staff who are working in a changing environment where the impact of the changes will affect the customer as well as team members.