Live Virtual Training

Weekly Agenda

 Step 1: Pre-work: Introduction to weekly module with accompanying video, case study, or activity. Pre-work is delivered to all participants at the start of the week.

 Step 2:   Live online, small group training session – duration *40 minutes

 Step 3: Field work and actionable application of the week’s training

 *Each subsequent Live online training session after week one will include a discussion/Q&A segment, rounding out the total session time to approximately 60-minutes.

Training Outline 

The Basic Human Needs for Survival

The Team Triad - Elements of Understanding

The Virtuous Circle of Engagement

Autonomy and License to Surprise & Delight

Creating a Continuously Advancing Culture

The Interpersonal Skills you Absolutely Need to Succeed

Essential Soft Skills for a Hospitality-centric Organization

Moving Beyond Expectations

Self-Awareness and Emotional Intelligence

Understanding Customer Service as it Relates to Specific Job Functions

Social, Functional, and Emotional Dimensions in Human Relations

A Hospitality State of Mind

Strategies and practical, actionable tools that will standardize customer service in a realistic, global way to drive meaningful change in your organization.

 Over the course of the program you’ll learn:

• How lessons learned from the hospitality industry apply to Twitter REW
• Ways to improve both the employee and customer experience
• The value of putting employees first
• Language and tools that will help improve your company culture and build trust
• Strategies to improve employee retention and attract top talent
• How to graciously hold your employees—and yourself—accountable

Each training day, team members will have the opportunity to discover solutions for specific challenges in your division and create an action plan to immediately integrate these concepts into REW's culture.

Creating Team Standards

Behavioral Standards

Altruism + Thoughtfulness

Code of Conduct

Collaboration + Camaraderie

The REW "Elevator Pitch", Mission, Vision + Values

Susan works with teams in the following capacities:

SPEAK THE SAME LANGUAGE—TEAM WORKSHOPS

Drawing on decades of experience, Susan custom-crafts seminars to share concepts and best practices that improve trust and achieve goals. It takes a great team to deliver a remarkable customer experience, and Susan’s no-nonsense and time-tested approach will help your team develop the skills needed to win.

Team workshops are appropriate for employees at all levels. The sessions are conducted in customizable group sizes and time increments. Each program is tailored to your team’s specific needs and challenges.

CONSULTING - DRIVING CHANGE FROM THE INSIDE-OUT

For clients looking for a more in-depth leadership and culture initiative, Susan partners with a few select organizations on a long-term basis. Training programs are rarely sufficient to drive change if your organizational culture and structure cannot support your desired end-goal. For that reason, Susan designs consulting engagements to address the structural, cultural, and operational challenges that could otherwise be obstacles in achieving your goals.

Beginning with a discovery phase, Susan works with key stakeholders to understand organizational dynamics and leadership influence on operations.  Her bespoke solutions will aid your already-great team in combating the challenges that would prevent your company from moving to the next level.

WORKPLACE COACHING

Some flowers require more time to blossom. Susan works individually and with small groups to equip people with the tools, knowledge, and opportunities they need to fully develop themselves to be effective in their commitment to the company and their work.

Coaching is deeply motivational and teaches strategies and tactics that ensure tangible improvements happen. It inspires employees to reach specified goals while promoting creativity, breakthrough performance and resilience, giving organizations a competitive edge and an effective way to flow and operate within an environment of continuous change.