Service Manager Seminars

Modules:

Service Manager

Efficient Management 1

Seminar objectives

The participants
- Learn the importance of loyalty and other important qualities of efficient leadership
- Establish their own leadership style according to DISC®-Types
- Will be able to evaluate the advantages and disadvantages of various behavioural styles according to DISC®-Types
- Learn to recognize and accept the leading by objective-agreement
- Learn to hold efficient conversations with their employees on objective agreement and achieving objectives (e.g. increased turnover in spares sales and maintenance contracts)
- Learn to know and carry through the importance and implementation of checking objectives
- Learn how to motivate employees

Contents

DISC®-Type Analysis of Behavioural Profile
Management by objectives (MBO)
Employees Motives
Discussions (objective setting and achieving)
Leading by motivation
Objective checking

Methods

Lectures
Group work
Exercise - Case studies
Role-play
Feedback

Organisation

Target Groups
- Service Manager
Period
- 2 days

Service Manager

Efficient Management 2
Solving conflicts

Seminar objectives

The participants
- Know the optimal way of dealing with a conflict of goals
- Learn to deal with and solve a conflict of goals
- Learn to give and take the right feedback
- Learn to recognize conflict backgrounds
- Learn how to understand other people's point of view and to show interest from a management point of view
- Get to know the various team behavioural patterns
- Know the various team situations and their natural consequence
- Improve their preparation work in their team
- Control and achieve their sales targets through their team
- Learn how to hold efficient meetings

Contents

Target conflicts
The mind map (from NLP)
Team clock
Team development
Motivation of a team

Methods

Lectures
Group work
Role-play
Feedback

Organisation

Target Groups
- Service Manager
Period
- 2 days

Service Manager

Efficient Management 3
Supporting employees

Seminar objectives

The participants
- Learn their role as a coach to their employees
- Know the benefits they bring to their employees
- Learn to give objective-oriented support to employees
- Learn the optimal process for coaching employees
- Know the correct behaviour of a coach in discussions with customers
- Learn to give feedback in development discussions
- Learn to set objectives for long-term employee development
- Learn to accompany employees in their development of self-reliance and responsibility

Contents

Basics of coaching
Procedure of coaching
Coaching / development discussions
Employee development
Setting of targets in a coaching process

Methods

Lectures
Group work
Exercises
Case studies
Role-play
Feedback

Organisation

Target Groups
- Service Manager
Period
- 2 days

Service Manager

Change Management

Seminar objectives

The participants
- Understand the influence of behaviour with regards to change processes.
- Understand what factors to consider when developing new processes.
- Learn what can stand in the way of change processes.
- Learn what promotes change processes.
- Develop a team change strategy.
- Understand team dynamics and reciprocal effects on the (new) organization
- Learn how to carry out a team analysis.
- Will be able to develop a project plan.
- Will be able to develop a communication plan and market it within a team.
- Learn to analyze real-life situations and suggest potential areas for improvement.

Contents

What is 'Change Management'?
Leadership and the process of change
Team management and the process of change
Team dynamics
Motivations for change
Team analysis
Process management

Methods

Lectures
Group work
Exercises
Case studies
Role-play
Feedback

Organisation

Target Groups
- Service Manager
Period
- 2 days

Service Manager

Train the Trainer

Seminar objectives

The participants
- Understand the construction of a technical training
- Learn to use the different methods
- Learn to adapt the documents for the participants
- Get to know positive and negative behaviour of a trainer
- Get the basic information of group dynamic
- Learn the basics to give a successful technical training
- Learn to control the success of transfer

Contents

Construction of a technical training
Different methods for moderation
Design of a work book
Basics of a successful training (objectives, relationship management, time management, control of transfer)
Design of a concept for technical trainings
Group dynamics

Methods

Lectures
Group work
Role-play
Feedback

Organisation

Target Groups
- Service Manager
Period
- 1 day

Service Manager

Self-organization and Time Management

Seminar objectives

The participants
- Get aware of the effects of objectives
- Know the criterias to establish objectives and priorities
- Learn to use the methods of self discipline, self organisation and self motivation
- Will be able to plan a effective day schedule
- Know to delegate
- Will be able to say No in a correct way
- Do meetings more efficient
- Understand a positive attitude, courage and consequence as key to achieve their objectives
- Get to know their own strength and weakness doing time management and they will create a plan to become more efficient

Contents

Objectives and the their effect
Pareto - Principle , Eisenhower-Principle (ABC-Analysis), Priorities
Power curve
ALPEN - Method (day's schedule, to do list)
Saw-Blade-Effect
Follow-up
Disruptive factors
Procrastination
Meetings
The efficient wastepaper basket
Delegation
Saying No
Self-full-filling-prophecy, Attitude
Work organisation (Outlook)

Methods

Lectures
Group work
Single work
Exercises
Case studies

Organisation

Target Groups
- Service Manager
Period
- 2 days

Service Manager

Successful Price Negotiation

Seminar objectives

The participants
- Know the subliminal mechanism of decision making
- Know the psychological background of the price negotiation
- Get aware about the decisive force of their attitude and their identification
- Create an preventive basis for a successful price negotiation
- Know the strategy of price negotiation
- Know the tactics of the buyers and react with the best counter tactic
- Recognize their own impact and develop measures for personal improvement

Contents

Mechanism of decision making
Belief, Identification
Dealing with stress and fears of not making it
Preventive measures
Negotiation strategy
Tactics of the buyers and counter tactics
Cash before delivery
Price negotiation

Methods

Lectures
Group work
Single work
Exercise
Case studies

Organisation

Target Groups
- Service Manager
Period
- 2 days

Service Manager

Leadership by objectives

Seminar objectives

The participants
- Lead employee face to face meetings and team meetings to objective agreements
- Lead follow up meetings with their employees to achieve the objectives
- Help their people to learn to sell new products
- Continue to peruse the objectives
- Recognise the motives of their team members and learn how to take them into consideration to motivate their people
- Learn how to conduct effective talks with employees that are compatible to the sort of person they are
- Check their own know-how and supplement this by modern means of control, planning and achieving success
- Intensify their dealing with planning instruments (active planning, statistics)

Contents

Objective setting, management by objectives
Objective-setting meetings
Motives, Motivation
Selling skills, techniques, Selling new products
Follow up meetings (praise, criticize, empower people, motivation, Feedback.)

Methods

Lectures
Group work
Single work
Exercise
Case studies

Organisation

Target Groups
- Service Manager
Period
- 2 days

Service Manager

Recruiting Hiring People

Seminar objectives

The participants
- Will be able to produce a job specification for a position.
- Will be able to read references and evaluate the candidate's documentation.
- Will be able to recognise the relationship between the applicable motives required to perform the role and career success.
- Understand how the interview atmosphere impacts the interview outcome.
- Conduct the interview process professionally and utilise the various types of interview questions:
  - Situational questions
  - Questions relating to professional motivation
  - Projective questions
- Will be able to identify suitable candidates.
- Develop a plan of action to improve the employee selection process.

Contents

Requirement analysis (objectives, key criteria, personal requirements, k.o. criteria, DISG® types, motive)
Defining requirement profiles
Reading and evaluating candidate's documentation (cover letters, references, resumes...)
Interview techniques (situational questions, questions regarding professional motivation, projective questions, interview guidelines, motivational structure, DISG® types)
Interview: Role-play

Methods

Lectures
Group work
Single work
Exercises
Role-play

Organisation

Target Groups
- Service Manager
Period
- 2 days

Service Manager

Teambuilding

Seminar objectives

The participants
- Learn how to make a professional team analysis
- Analyse the strength and the weaknesses of their team
- Recognise the different positions and roles within an optimal team structure
- Detect the lack of necessary capabilities for future success of the team
- Define the next steps of progress with their team
  - Knowledge base
  - Positions
  - Targets
  - Efficiency and success
- Learn to use different methods and ways to bring their team potential forward
  - Hiring potential
  - Developing potential
    - Team teaching
    - Coaching
    - Partner training on the job
- Give the space and source for growth of potentials
- Will be able to develop a plan of action to improve the employee selection process
- Learn to plan and lead optimal team teachings

Contents

Requirement analysis for an optimal team (objectives, key criteria, personal requirements, DISG® types, motive)
Team analysis (Strength, weakness)
Team structure of an optimal team
Methods of developing a team
Self learning organisation
Preparation of optimal team teachings
Successful teams

Methods