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Motivating & Managing the Frontline

March 11, 2020 @ 1:30 PM - 3:00 PM

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Do you want your frontline staff to demonstrate professional maturity, be accountable, and excel at service? Motivating & Managing the Frontline focuses on improving your performance management skills. Why? Because that’s the key to motivated and responsible employees.

Traditionally, the role of the supervisor was to develop the plan, inform the employee of the goals and objectives and tell them how to meet them. The employee had very little input. Today’s approach involves both the employee and the supervisor. You will learn how to work with your staff to create performance plans that nurture what they do well and work on what needs improvement.

You will also learn to establish clear expectations and goals and how to motivate your employees to meet those goals. You will learn how to become an advisor and a coach instead of merely a boss.

Motivating & Managing the Frontline will also discuss best practices when you face resistance, a lack of cooperation, grudges, or resentment.

With these skills, you will lead by example as you consistently and routinely inspire excellence. Learn how to lead your team to success!

Topics Covered

  • Accountability – yours & theirs
    • Areas of responsibilities
    • Performance planning
    • Mystery shopping
  • Competency
    • Skill sets and behavior expectations
    • Training reinforcements
    • Tracking and measuring performance
  • Professional Development
    • Raising the bar
    • Understanding motivation
    • Managing indifference
  • Implementing¬†Coaching Choices
    • Use a proven and effective method to lead and coach
    • Learn what to say, how to say it
    • Explore what to do when the plan doesn’t work

Who Should Attend?

Managers, assistant managers and all staff who train and/or lead others will benefit from this webinar.

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Janice Branch CBTP - Senior Training Consultant
Janice Branch has been a Senior Training Consultant for InterAction Training for over fifteen years. She is a Certified Bank Training Professional and is an expert in frontline and call center training. Janice is the go-to person when it comes to teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization.