Whether it’s creating a culture to deliver great service, helping leaders understand their role in shaping the culture, helping teams perform better, equipping people to revel in change initiatives, or getting people to take complaints seriously, this Masterclass will show how Steve Simpson’s concept of UGRs – unwritten ground rules – can be used to effect lasting, positive change.
Employees operate according to a series of UGRs® – unwritten ground rules – a sort of folklore about how the business operates and how things get done. All too often these are negative and work at cross-purposes to what management is trying to achieve.
What you will learn
- Learn about UGRs and how they drive people’s behaviour
- Gain insights into world-first research into UGRs conducted with two Australian universities
- Learn how to identify the kind of culture that is necessary for your department’s success, and how to align UGRs with these attributes
- Be introduced to the five-step approach to using UGRs to drive your department’s culture change
Who Should Attend
This program is designed for Advanced participants who have senior experience in customer experience, consumer care and complaints management roles, who are looking to transform their organisation with new thinking and strategic approaches to consumer management.
Participants with Intermediate skills are also advised to attend to extend their professional skills and responsibilities.