BG/SBLC LEASE 12+3

1. Involve operational managers in program planning and Steering Committees. Secure their input and commitment to content, logistics, goals, and recognition plans. Ask them to help identify barriers and solutions before the problems occur.

2. Set clear accountabilities for managers and integrate these with current KPIs – before you start the learning program. New learning must be seen as key to meeting new targets, not a distraction from achieving current measures.

3. Develop and deploy operational managers as facilitators and coaches. Nothing gains understanding and commitment more than personally preparing to teach new service skills and mentor new behaviors.

4. Conduct workshops specifically for middle managers. Keep the pace moving quickly. Allow time for discussing management related issues.

5. Create job-aids specifically for managers, including key learning points with talking points and coaching tips for ongoing use.

6. Course Leaders, Trainers, or facilitators will introduce new ideas and tools in the classroom. But managers should conduct ongoing mini-workshops to help team members apply what they have learned.

7. Organize contests and rewards for managers who work with their teams to showcase new ideas, new actions, and results.

8. Host frequent manager forums in-person, online, or by teleconference. Conduct application focused mini-workshops exclusively for managers to refresh their enthusiasm and address service management situations.

9. Be sure senior leaders meet regularly with managers to reinforce focus, listen for ideas, and adjust direction and tactics.

10. Finally, gain maximum involvement by rotating selected managers into your Steering Committee and service improvement projects.