One of the most important understandings that we gained from our years working with companies who were going through organizational change and consciously re-creating their organizational cultures, is that communication, leadership, and credible role models are key elements in creating the desired culture.
"Leadership is about making others better as a result of your presence and making sure that impact lasts in your absence."
~ Sheryl Sandberg
CREATING ENGAGED LEADERS AT ALL LEVELS
We have learned to focus on creating cultural leaders at all levels of the enterprise—peer leaders, team leaders, supervisors, managers, professional specialists, and executives. Leadership engagement at all levels is key to creating a culture of engagement.
EMPOWERING LEADERS AS THE CHAMPIONS OF ENGAGEMENT.
Another key understanding that we gained from our years working with companies who were consciously re-creating their organizational culture is that leaders at all levels need to understand the purpose and importance of where they are going and why.
They need to own the vision and the goals of the engagement culture.
And, they need to have the insights into best practices, the skills, the tools, and the techniques needed to create and maintain an engagement culture.
"The most dangerous leadership myth is that leaders are born—that there is a genetic factor
to leadership. That’s nonsense; in fact, the opposite is true. Leaders are made rather than born."
~ Warren Bennis
PROVIDING LEADERS ENGAGEMENT TOOLS & TECHNIQUES.
Leaders at all levels can be effectively trained to create, maintain, and enhance a culture of engagement.
Our approach places the emphasis not on the training of general concepts, but on the creation of specific tools and techniques that will work in your specific environment, and on the development of specific insights, skills, and behaviors that will lead to higher levels of employee and customer engagement.
Learn By Doing
PROVIDING MANY OPPORTUNITIES FOR LEADERS TO LEARN BY DOING.
Our approach is based upon the principle of learning by doing. Over 2500 years ago Aristotle said, “For the things we have to learn before we can do them, we learn by doing them.” If you talk with a sports psychologist, an NFL, NBA, or AHL coach, or a Cognitive Behavioral Psychologist, you will hear them say something similar—we learn, and we change our behavior, by doing and practice. EPG has built this principle into its process, its tools, and its skill building programs.
BUILDING ENGAGEMENT CULTURE RESOURCES WITHIN YOUR CONTACT CENTER
Our approach is to assist our clients to build their engagement culture resources that continue to be used long after we have worked together. We provide a wide array of resources that allow individuals, teams, leaders, and the enterprise to continue to “ Learn by Doing.” A number of these resources are listed below.