Peer Dynamics™

BACKGROUND

A new kind of workforce and the increasing focus and reliance on technology, has left employees to suffer from a lack of emphasis on the development of their interpersonal skills. This void has also left them with an inability to satisfy your customers with a true spirit of collaboration.

Peer Dynamics® has been designed to combine Customer Service, Diversity, and Team Building into one discipline that will enable employees to truly value one another and your customers. Through skillful engagement, effective management practices and the ability to find artful solutions, we will show your employees how to make themselves and your organization more successful.

CHALLENGES

	Assembling or reassembling teams after downsizing or acquisition that previously had a different focus or corporate culture.
	Requiring greater productivity from fewer people.
	Developing a workforce and serving a customer base, both representing diverse populations.
	Failure on the part of the team, to recognize the value that individuals bring to the group's ability to produce results.

GOALS

	To give participants the ability to transcend increasingly difficult communication problems between team members who desire mutually beneficial results.
	To inspire team members to perform at the highest level of productivity.
	To produce team members that conscientiously treat their customers and colleagues with genuine regard and respect.
	To develop a common operational language for the team and increase the skills necessary for effective engagement.
	To energize a genuine team effort, making collaboration the norm, arriving at important milestones, simultaneously.
	Developing a "Service" culture where good "Internal" Customer Service raises "External" Customer Service to a higher level.

ENTERTAINING A VISION

Creating a working image of what the team envisions as a result of long-term best efforts.

DEVELOPING A MISSION STATEMENT

Developing a Mission Statement Establishes that will establish "who we are", "what we do", and the "spirit in which we do it", for the team.

THE PROCESS - THE C.A.R.E. PRINCIPLE

The C.A.R.E. Principle offers teams, through a series of processes, the opportunity to examine the effectiveness of their communications and establish the ability to produce results that are mutually beneficial. There are four processes; they are:

	Consideration: Revisiting paradigms and belief systems that govern our behaviors and our interactions. Re-examining terms that define our relationships to our peers, our subordinates, and our customers.
	Awareness: The ability to understand the impact of our choices and interactions on our effectiveness with others.
	Respect: Establishes a building process that creates a sense of value where there was little or none for ourselves, others, different cultures, institutions, etc. Establishes a building process that creates a sense of value where there was little or none for ourselves, others, different cultures, institutions, etc.
	Engagement: Engagement is the ability to call upon a combination of skills, including some that we might not have previously thought to combine before, to produce results. Effectively combining business and social skills will enable us to contribute and grow. Human and technical systems ultimately shape an individual's contribution to the organization. Effective engagement marries wisdom, experience and education to the cultural elements of an organization. It includes the verbal examination of policies, procedures, systems and politics with which one must become familiar, in order to contribute to he organization's goals and mission. Finally, the ability to successfully engage others enables individuals to function at the highest level of performance. Expressing and understanding the organization's mission and goals and the willingness to acknowledge and maximize the contributions of others to the organization's overall success, creates an atmosphere of self-worth and empowerment.