An Action Based Seminar which solved organizational issues
while also developing individual skill and knowledge

The client: A large hotel chain who wanted their various call center managers trained in change management during their annual week long conference.

The situation: The organizer thought that a “canned” program on change management would expand the skill sets of their managers at a modest cost.

The real challenge: Upon exploratory discussions with call center personnel, it was discovered that many of the manager were having difficultly having their workforce adopt and utilize new call center technologies. A generic “change management” program would offer little value to operations.

The intervention: Our consultant, who was familiar with call center operations, crafted a two day change strategy seminar geared not to generic principles, but to the application of specific interventions to specific organizational issues.

The session began with participants “flip charting” their specific call center concerns.  Each participant went around and added a colored dot with their initials on it…  yellow if they shared a similar concern, green if they had a suggestion of how to address that particular concern.  Our trainer/consultant then provided participants with a change management framework on business specific approaches and interventions.  On the second half of Day Two, participants had ample opportunity to meet with the others who had identified themselves as either sharing or solving similar challenges.  Problem solving was then taken to the next step when our trainer/consultant reviewed the solutions, augmented their problem solving approaches, and provided “action planning” expertise  based upon his years of business experience.

The results:  The “Colleagues helping Colleagues” approach facilitated structured problem solving, teambuilding, and networking.  The material presented by the trainer/consultant provided broader change management  understanding, along with proven skills and techniques to tackle future challenges.  The review and coaching sessions provided by the trainer/consultant maintained quality assurance, and offered additional strategies for high impact interventions.  The participants left with a commitment to establish an ongoing, “process driven” problem solving network.