31 Ways To Improve Customers Outcomes 31p

Thirty-one Ways To Improve Customer Outcomes Sandra Hastings Greg Newton Associates

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Learning Objectives 1.

Learn how to use workshops to enhance and improve service delivery

2.

Learn how to use audience needs to design effective workshops

3.

Learn how to design and deliver workshops to satisfy customers 2

Learning Objectives 1.

Learn how to design and deliver workshops to build critical skills

2.

Learn how to market workshops

3.

Share ideas and best practices

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Assumptions About Delivering Group Workshops System, center, and program services can be delivered in a workshop format. ♦ The number of separate but similar workshops can be reduced and duplication eliminated with collaboration. ♦ Workshops can be taught by dedicated staff, circuit riders, center or program staff, volunteers, or contracted staff. ♦

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Workshops Are Appropriate When ♦ One-stop centers want to expand services ♦ It’s not possible to serve all customers oneon-one ♦ It’s important to provide quick turnaround ♦ Two or more customers are waiting for the same services ♦ Information is given repetitively 5

Eight Principles of Adult Learning 1.

Be selective

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Balance affective, behavioral, and cognitive learning

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Use a variety of learning techniques

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Use group activities 6

Eight Principles of Adult Learning 1.

Build on participants’ expertise

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Build on skills learned in other workshops

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Provide real-life problem solving

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Define how the learning can be used

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Materials For Various Learning Styles ♦

Auditory learners

♦

Visual learners

♦

Tactile learners

♦

Kinesthetic learners 8

Materials For Special Needs ♦

Individuals with disabilities

♦

English as a second language

♦

Individuals with low literacy skills

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Curriculum To Motivate Multiple Generations ♦

Veterans

♦

Boomers

♦

Xers

♦

Nexters

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Designs To Satisfy Customers ♦

Assess participants needs

♦

Assess employers’ needs

♦

Use industry-specific data

♦

Use customer satisfaction data

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Help Job Seekers Identify Skills 1.

Labor market relevant skills

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Generic transferable skills/O*NET skills

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Basic skills

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Industry specific skills 12

Build Five Transferable Competencies 1.

Resource competency

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Information competency

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Technology competency

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Systems competency

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Interpersonal competency 13

Build Critical Thinking Skills ♦

Use O*NET skills

♦

Develop skills important to business

♦

Develop skills important to job seekers

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Promote “customer-centered” learning

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Build Critical Thinking Skills ♦

Promote transition

♦

Promote retention

♦

Promote advancement

♦

Promote reemployment

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Build Critical Thinking Skills Build “employer involvement” ♦ Build critical thinking and problemsolving strategies ♦

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Design to Increase Attendance ♦

Make training tangible

♦

Make attendance easy

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Link pre- and post-employment workshops

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Collaborate to increase options

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Continuously improve workshops 17

Market to Build Interest ♦

Market internally

♦

Market externally

♦

Use current and past participants

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Use data to define specific successes

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Link workshops to other services 18