STEP 3
COMMUNICATE


One of the world’s leading experts on culture change, John Kotter of Harvard Business School, says that “the number one reason that organizational cultures don’t change is due to lack of communication by the leaders in the organization.”

We have built a number of resources into our 7 Step process to help to ensure adequate communication at all levels.

It is important that leaders at all levels take an active role in the communication process.

EPG PROVIDES A COMMUNICATION PROCESS & TOOLS

We work with your leaders to provide a communication plan and tailored communication tools, which help everyone answer three key questions about engagement:

WHY? —What is the rationale and business case for a culture of engagement?

WHAT? —What are our goals for our culture of engagement?

HOW? —How we plan to increase levels of employee and customer engagement?
 

The communication tools are tailored for our clients during the tailoring conference and typically include:

  1. Engagement Culture Overview Booklet. This booklet provides a brief overview of the program:
    • Recognizing the Business Case for Engagement in our organization
    • Cultivating A Sustainable Engagement Culture in our organization
    • Preparing Our Engagement Leaders
    • Developing Our Engaged Contact Center Agents
  2. Engagement Culture Overview PowerPoint. This PowerPoint provides a brief overview of the program:
    • Recognizing the Business Case for Engagement in our organization
    • Cultivating A Sustainable Engagement Culture in our organization
    • Preparing Our Engagement Leaders
    • Developing Our Engaged Contact Center Agents
  3. Pre-Work Package for Engagement Leadership Skills (ES) Workshop
    • The Engagement Culture
    • Emotional & Social Intelligence
    • Your Own Experience of Engagement
  4. Pre-Work Package for Engagement Skills (ES) Workshop
    • The Engagement Culture
    • Emotional & Social Intelligence
    • Your Own Experience of Engagement

Testimonials