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Customer Relations Employee Training Report 1987 AJack Parr Associates, Inc. (913)8270404 • 917 EAST PRESCOTT ROAD • P.O. BOX 446 • SAL/NA, KANSAS 67402.0446 A REPORT ON 1987 CITY OF SALINA WE CARE CUSTOMER RELATIONS EMPLOYEE TRAINING AND AN OUTLINE OF 1988 CITY OF SALINA EMPLOYEE TRAINING RECOMMENDATIONS PREPARED BY : MIKE OVERTON JACK PARR ASSOCIATES , INC . 917 E. PRESCOTT P. O . BOX 1335 SALINA, KANSAS 67402-1335 913/827-0404 0 0 Jack Parr Associates,. Inc. (913)827-0404 • 917 EAST PRESCOTT ROAD • P.O. BOX 446 •SALINA, KANSAS 67402 0446 TABLE OF CONTENTS PAGE INTRODUCTION 1 HISTORY OF WE CARE 2 WE CARE - MARKETING BROCHURE 3 WE CARE - PARTIAL CLIENT LIST 7 REPORT ON THE CITY OF SALINA WE CARE TRAINING PROGRAM 8 LIST OF WE CARE TRAINED EMPLOYEES 9 WE CARE CERTIFICATION MEMO 11 WE CARE PROGRAM EVALUATION 13 ADDITIONAL. COMMENTS AND REACTIONS 42 1988 WE CARE TRAINING RECOMMENDATIONS 43 PILOT PROGRAM RECOMMENTATION "LEADERSHIP QUEST" SUPERVISOR PREPERATION TRAINING 45 • �A O O Jack Parr Associates, Inc. (913)827-0404 • 917 EAST PRESCOTT ROAD • P.O- BOX 446 • SAUNA, KANSAS 67402.0446 INTRODUCTION During October, November and December 1987 seventy City of Salina employees received We Care - Customer Relations Training, as provided by Jack Parr Associates , Inc. This report has been prepared by Jack Parr Associates for Salina City Commissioners at the request of acting City Manager, Bill Harris . What follows is a review of the We Care - Customer Relations process and a report on the training as evaluated by city employees. In addition, plans for continuing City of Salina Employee Training in 1988 are presented. -1- A0 lit42 Jack Parr Associates, Inc. (913)827-0404 • 917 EAST PRESCOTT ROAD • P.O. BOX 446 •SAUNA, KAP/SAS 6 7402-0446 HISTORY OF WE CARE Following divesture of AT&T, Southwestern Bell Telephone, a long time Jack Parr Associates client, was faced with a customer relations emergency. Customers were understandably confused, frustrated and angry. They came with questions which, in the early stages of divestiture were hard and sometimes impossible to answer. Southwestern Bell asked Jack Parr to help. After more than six months in the field with phone company employees , Jack Parr Associates introduced We Care. In the past 2 1/2 years more than 50 , 000 Southwestern Bell, Mountain Bell and Pennsylvania Bell employees have received We Care training. Nationally a total of 120 , 000 employees from a wide variety of business, industry and government organizations have been trained to use We Care - Customer Relations process skills . What follows is a brochure describing We Care and a partial list of We Care client companies . -2- WE CARE Retaining Customers o Lunn_ a customer relations process Means Bottom Line fora new era Profits Why? Because when customers notice they've been treated uniquely, they come back. That's what we want. It's Ibday's customers are no secret that attracting new customers costs five times more than keeping the ones we've got. Knowing how to best retain customers means savings that go carat y straight to the bottom line. ewcttal We Care addresses today's issues. More sensitive. than 116,000 contact persons in the USA and Canada have been trained to build long-lasting customer relation- And unfortunately for us, too many of The remaining 96 may take their ships with We Care, a process that today's customers keep complaints to business elsewhere. (As we all know, goes on after training stops. It works. themselves. choice of suppliers is no longer And it keeps working. Research tells us a very small percent limited.)And to our discredit, they tell of buyers let the offending supplier an average of nine friends, neighbors, We Care Improves know when they're unhappy. Only and family members about the"bad Productivity four of each 100 customers express deal" while they're walking down the street to a competitor. We Care trained employees better their dissatisfaction. However, once control the customer experience to satisfied, they quickly applaud the How do we cope with this unforgiv- ensure positive results time after time. company to an average of five friends, ing economy? Fewer problems take valuable com- neighbors, or family an time and are solved at a lower A people teach frontline contact Iwel. Managers work with growth and people to appeal to buyers' vision instead of problems and com- attention and allegiance. plaints. Employees are happier. They A And we train frontline contact work with less negative stress and people to better read customer they feel better about themselves and � � wants and needs. the work they do. Productivity improves. �' We Care roots go deep. It was developed when a large service cor- poration wanted more than "smile ->-V-:_ and handshake" training. Deregulation " tampered with this company's bottom :r-, - " . /P' ` line. A lengthy list of new competitors actively courted long-time customers ',1 _ `-.'- daily. And complaints crowded the t _ d �� ; Public Utilities Commission's desk. — ' r - Survival meant improving the �, / _ ..._ i ` customer's perception of service.Jack s:, / �' I rr:"_ ' - Parr Associates, Inc. created We Care, i, ��`""ti i ii':: -y' pulling more than sixteen years of l(y. F� business consulting experience e j �• . 1 - '�-- together, and helped this company ' � - `. _ ,•�:' - realize the change they needed. 136 of c .‘ 't" '�-�q,_►; '7t the next 144 customer perception / r- , II - -° ,- " v measurements showed a significant �� positive gain. iv , yV - Y 'h `� WE CARE, a process•' ��l ', ' -� / j� that goes on after �i`--"--"e, ‘, 2: ; ' training stops. It works. �'t And it keeps working. Aa is ack Parr Associates, Inc. (913)8270404 • 917 EAST PRESCOTT ROAD • P.O. BOX 446 • SAUNA, KANSAS 67402-0446 WE CARE - CUSTOMER RELATIONS PROCESS PARTIAL CLIENT LIST Southwestern Bell Telephone Dallas , Texas Southwestern Bell Telephone Oklahoma City, Oklahoma Mountain Bell Denver , Colorado Mountain Bell Albuquerque, New Mexico Baltimore Gas & Electric Company Baltimore, Maryland First Republic Corporation Dallas , Texas Crestar Bank Richmond, Virginia 66 Federal Credit Union Bartlesville, Oklahoma First National Bank Leavenworth, Kansas City of Duluth Duluth, Minnesota Evans Grain Company Salina, Kansas Bi-State Development Agency Saint Louis, Missouri Farmers Home Administration Topeka, Kansas Soil Conservation Service Kansas , Nebraska, Oklahoma Fort Riley Junction City, Kansas Fort Leonard Wood Fort Leonard Wood, Missouri Goodyear Toronto., Ontario, Canada United Missouri Bankshares . Kansas City, Missouri Northwest Airlines Minneapolis , Minnesota Fort Leavenworth Leavenworth, Kansas National Pen Corporation San Diego, California Imperial Life Assurance Toronto, Ontario , Canada Colonial Life & Accident Ins . Columbia, South Carolina Tony' s Pizza Service Salina, Kansas Dominion Bankshares Roanoke, Virginia St . Joseph Hospital Minot, North Dakota Mossy Nissan San Diego, California City of Corpus Christi Corpus Christi, Texas New York Life Ins . Co . New York, New York -7- 00 Jack Parr Associates, Inc. (913)827-0404 • 917 EAST PRESCOTT ROAD • P.O. BOX 446 •SAUNA, KANSAS 67402.0446 REPORT ON THE CITY OF SALINA WE CARE TRAINING PROGRAM A series of six public We Care Training Sessions were held in Salina during October, November and December, 1987 . Seventy of the 112 individuals trained were City of Salina employees . The two October sessions were held at the Holiday Inn Holidome. The last four sessions were held at the Bicentennial Center. By arrangement with the City of Salina, Jack Parr Associates reduced the cost of training city employees to $80 . 00 per participant (a $15 . 00 per person reduction) in return for providing the training site , a salad and sandwich lunch and a committment of multiple registrations . Jack Parr Associates paid the Bicentennial Center $10 . 00 for each non-city employee trained. The Bicentennial Center has proven to be an excellent training site. The service provided by the Bicentennial staff far exceeds that available at most commercial meeting facilities. What follows is a complete list, by department, of the city employees who have received We Care training. The date on which the training was received 'is .also provided. • -8- CITY OF SALINA EMPLOYEE TRAINING BICENTENNIAL CENTER Phil Chamoff 10/20 Karen Fecteau 10/20 Lee Fredrickson 10/20 Sam Hopkins 10/20 Jack Johannes 10/20 Ken Kary 10/20 Linda Lagroon 10/20 Jody McQuillan 10/20 Don Siverling 10/20 Mel Williams 10/20 Jim Meyer 10/27 Mary Mitchell 10/27 COMMUNITY SERVICES - RECREATION COMMISSION JoAnn Ash 10/27 Milton Bender 10/27 Don Jolley 10/27 Steve Snyder 10/27 Carol Vishnefske 10/27 DEPARTMENT OF GENERAL SERVICES Al Hustus 11/17 Jessie Young 11/17 Duane Zook 11/17 Jack House 11/17 Pat Arnold 11/17 Kay Jennings 11/17 Jim Hill 11/24 Gilbert Lobdell 11/24 Wayne Hanson 11/24 Frank Weinhold 11/24 Bob Helm 11/24 Darlene Anderson 11/24 CITY CLERK 'S OFFICE Judy Labbe 11/17 Nancy Pauls 11/17 Bob Biles 11/24 Nancy Paugh 11/24 Jackie Shiever 11/24 Lee Gallion 11/24 Mel Abbott 12/17 Kathleen Tremblay 12/17 -9- DATA PROCESSING DEPARTMENT Mary Kindlesparger 11/17 Mario Javier 11/17 Barbara Pierce 11/24 Toni Pederson 11/24 POLICE DEPARTMENT Lt. Barry Plunkett 11/24 SALINA-SALINE COUNTY HEALTH DEPARTMENT Liz Bonilla 11/17 Nelda Darrow 11/17 PLANNING AND INSPECTION DEPARTMENT Mike Peterson 11/17 Roy Dudark 11/24 WATER AND SEWERAGE DEPARTMENT Jay Baker 10/27 John Davis 10/27 Linda Lamer 10/27 Jerry Pitts 10/27 Carol Schaeffer 10/27 James Wendell 10/27 Chris Slubowski 11/17 Sharon Cope 11/17 Tom Crough 11/17 George Pauls 11/17 Rebecca Johnson 11/24 Rock Olmsted 11/24 Morris Henry 12/17 Claudette Wideman 12/17 Deloris Soltow 12/18 Lucille Anstey 12/18 FIRE DEPARTMENT Bob Holston 11/17 Carol Vineyard 11/17 Tom Gott 11/24 Jerry Scott 11/24 HUMAN RELATIONS DEPARTMENT Kaye Crawford 11/17 Lisa Kelly 11/24 RISK MANAGEMENT DEPARTMENT Keith Rawlings 11/24 PUBLIC INFORMATION OFFICE Peter Brown 11/24 -10- o o E Jack Parr Associates, Inc. (913)827-0404 • 917 EAST PRESCOTT ROAD • P.O. BOX 446 •SAUNA, KANSAS 67402-0446 CITY OF SALINA WE CARE CERTIFICATION MEMO Following We Care training, Jack Parr Associates prepares a We Care Certification Memo for each employee. These are then provided to the City Manager' s Office for inclusion in employee personnel files . (Each employee also received a framed We Care Completion Certificate and a complete set of course materials) What follows is a sample of the personnel file certification memo. -11- 00 1E12 Jack Parr Associates, Inc. (913)8270404 • 917 EAST PRESCOTT ROAD • P.O. BOX 446 •SAUNA, KANSAS 67402.0446 CITY OF. SALINA - CERTIFICATION MEMO This is to certify that successfully completed the initial eight hours of We Care - Customer Relations training as provided in public forum by Jack Parr Associates, Inca on , 1987 . WE CARE PROGRAM OVERVIEW We Care training stresses the importance of personal care and attention when providing service to members of the public. Public contact people are invited to sharpen their people skills and learn, through a variety of methods, to provide a high degree of personal service. Techniques for building confidence, demonstrating concern for members of the public, and effectively dealing with stressful situations are focuses of the training. WE CARE OBJECTIVES AND BENEFITS 1 . To upgrade and enhance relating skills for dealing with members of the public.. 2 . To positively impact the image of the City of Salina. 3 . To invite greater job satisfaction and new levels of pride among employees . 4 . To emphasize care of the customer (the public) and service of equipment equally. Mike Overton Consultant/Trainer -12- 00 Jack Parr Associates, Inc. (913)827.0404 • 917 EAST PRESCOTT ROAD • pa BOX'446 • SAUNA, KANSAS 67402-0446 WE CARE PROGRAM EVALUATIONS At the conclusion of each We Care Training Session par- ticipants are invited to complete a questionnaire evaluating the program. The final item on the questionnaire is a request that participants rate, on a scale of 1 (not helpful) to 5 (very helpful) the program' s significance for them personally. A. total of 112 evaluations were received from the October, November, and December 1987 training sessions . The ratings were as follows : 78 - 5 ' s (70%) 30 - 4 ' s (26%) average rating: 4 . 66 4 - 3 ' s ( 4%) 0 2 ' s 0 - l ' s Twenty-five percent (28) of the evaluations received follow. These evaluations appear by content to have been written by city employees (no references to customer or retail situations) . Samples of 3 , 4 , and 5rating evaluations are provided. -13- • WE CARE PROGRAM — SESSION #1 DATE: 04 ea0, 1987 Location: nl,oda &nn I&9aa,4 We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? 0•io ;A. ui.4 0 41,9142 ran, ds a 4 with, no4 a*t.l.a P'22_ U' t LJ L e c6so ofu.36 Vto lobo tn Will this material make a difference in your relating to others? How will you know if the information makes a difference? rar, ranQ }Qtt and may a k31-2 (k.AYSTr, U1 ,l,noJ1) • What`` part of the information was most helpful? Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 • 5 ` • - WE CARE PROGRAM - SESSION #1 // DATE: l'/C?.('i, J / 9f 7 Location' We like to know what is helpful and what is less helpful for you. Will you giive/us some feedback on the material covered today? Will thismaterial:make a difference in your relating to others? (+1-1 How will you know if the information makes a difference?k What part of the information was most helpful? Ala-7/.4 /dirtied- /aJt Anc T`,2.adc, widow and a a . s. Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELLPPFI 1 2 3 4 WE CARE PROGRAM - SESSION #1 �.. . DATE: /04447 Location: Cia-4;1-e— We like to know what is helpful and what is less helpful for you. Will you give us some feed ack on the material covered today? 144 ed_ . Will this material make'a difference in your relating to others? its — ....ie."-, Lie 43 How will you know if the information makes a difference? MSS a /777 io-re • MS., Gree — -n Q What part of the information was most helpful? Co you have suggestions for making this program more helpful and meaningful? • .0P-ea Please rate the program's significance for you personally: NOT HELPFUL VERY�HELPFUL 1 2 3 4 / 5 ' WE CARE PROGRAM - SESSION #1 DATE: 1 26 Location: 5�I., ' hG We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? C Will this material make.a difference in your relating to others? IM giel,...rwlar, 1:31— Ib How will you know if the information makes a difference? What part of the information was most helpful? V . � c I • /a'21-el Do you have suggestions for making this program more helpful and meaningful? • Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1. 2 3 4 WE CARE PROGRAM — SESSION #1 p DATE: • ((9— O —5�s7 Location: Q LPL ItS We like to know what is helpful and what is less helpful for.you. Will. 'u give us some feedback on the material covered today? , k's. Il_ '1i� & k LJ Ali I 1 i ' g? '1�1�� Err .fin ± , ' , , ` . I.._ ! t! ._k& a P.�/ ....• 41" ....►t . ►d /. a 1 Will this material make a •ifferen e in your relating to others? How will you know if the information makes a di erence? ■ gill. �I • �- A •• "( '' t What part of the information was most helpful? ( CO A. `i 1.3 W— S (( CPQ h5 Ctrl %� Do you have su.gestion for making this program more helpful and meaningful? ( / / ‘. ` . k tr . . II %i� . Ai a 0 l..'L�' I. I Inffirrninargra jar 1 Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL'' 1 2 3 4 ; 5 - WE CARE PROGRAM - SESSION #1 DATE: l O l Z"]l 8 '7 Location: beat-6- — We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? Will this mated make a difference in your relating to others? /t�ca�T D-s-Ct De-bz_ f • How will you know if the information makes.a difference? TERM S oF it 4,j E-FFecr-✓VCA)E�-S 'J St-nsFri 1 OY iThE- 9 E-Eas o F ohs. What part of the information was most helpful? -n-4e. -PER-so U PictT1 es 0 Er'l ere-i7 B y T f CAC_c�� f4ND Mc 7 c S& tTe4 uJPr.S 0 F- 1457-7L • Do you have suggestions for making this program more helpful and meaningful? ` ) [ t.i1F- rr IA l2Fi sJ mss. • Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 a WE CARE PROGRAM - SESSION #1 11 DATE: 10 a - g7 Location: cQorne , calina , k�S We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? u Will this material make a difference in your relating to others? How will you know if the information makes a1 difference? ek ce Iesp'onse.� cy c ec gram cike What part of the information was most helpful? In real dila 4 GAc{ Cker r i+e,c r4cs-Azl i 4•SCs- Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 �j 5 • WE CARE PROGRAM - SESSION #1 DATE: Ork4ar 2.7 iqg l Location: saI,•Alc( We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? T -0e 1-1- ;T /4 ,e2 A4/p4t, I. Z-/- gavee wie SnYr� P AJPu ) IAls.ry1lf5 I ;A ) haEr prob1Pf,., 5 aA/ al l; <y 4)/4-11 renr1P_ . Will this material make a difference in your relating to others? . • VPS. How will you know if the information makes a difference? G _ . • - - -ctc.+ • e. ED_ s LA,ct-'i n AJ S . What part of the information was most helpful?. LC�Q.'(NiA-J( r T'o re�___63,t , zQ .1 do. Lr�/ll Jr QeYSDA )a\-ii l� n , 1ri n.rs/ u.) k O `re*ecouca O AA. Q vv-\. • Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 ' 2 3 5 WE CARE PROGRAM — SESSION #2 DATE: ro ) 7 ) Ss7 Location: C0. h'n f).svc We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? S onou To de o_r. he ( . Pv In rte ob =r de ,\4-h o 16- ? . irate People) Will this material make a difference in your relating to others? CrrhinI wt II , How will you know if the information makes a difference? LO hen z cto,11+ arc. Lye LO t*h Sane one % ho i3 alret neD I b - 11.y ien 't.o 4-k2rM -I Tr, ±o h e I ,0 What part of the information was most helpful? r\oto `fo tnu'Jr e S' -eoPle .1'o `I-hp bl .4 neck_ it UO o r k 1-k4 r ti.efte r rA -to ,p ro o k& tb'R--be r• pert ic.e. . Do you have suggestions for making this program more helpful and meaningful? t_tl `Morc .reople more -t-o a`E-fiend AKA k fi 1hC� 5 p. tNonaer'Cu.. l ‘Oroca rain . Please rate the program's significance for you personally: NOT HELPFUL VERY.lE6R�UL 1 2 3 4 5 WE CARE PROGRAM Date: November 17, 1987 Location: Bicentennial Center How do you describe the material covered? Very Informative. I have been to similar workshop, but this one was very relaxed and informal. I feel I was able to absorb the material much easier because the facilitator delivered the material in such a manner that everyone seemed to participate -and'=reiate::to many:ofct:heceximples;.:he:.gave. How will this material make a difference in your relating to others? I would probably use the information when I'm dealing°with-a situation that involves a dificult individual. If I am successful in dealing with such a person, I am sure that it would enhance my self esteem and therefore grow in all areas of my life. How will you know if the information makes a difference? When I begin to use this information with fellow workers and other clients. I am sure that I know if they worked or not with their responses toward me. What part of the information was most helpful? I feel the most helpful information that would be most useful was the take home materials , which by the way are posted near my desk for reference and as constant reminders. (I.E. Lamenated Color Chart) What suggestions do you have for making this program more helpful and meaningful? I do not have any suggestions at this time. I feel that the workshop was excellent. The presentor did a wonderful job. I also appreciate the letter that was sent to me along with the personal note that was written after the Please rate the program' s significance for you personally: workshop. NOT HELPFUL VERY HELPFUL 1 2 3 4 5 ; Liz Bonilla Salina—Saline County Health Dept. WE CARE PROGRAM Date: November 17 , 1987 Location: Bicentennial Center How do you describe the material covered? tyy747cc'4/-,f' ti -d ..�-�irr� lve How will this material make a difference in you r relating to others? 4/C7/ % - trig- /4 a! u A�jii4 vc/an a // // rA c/ pa e-Z. 4 O'77 7 i1 How will you know if the information makes a difference? C" Gam-r .a N , (l/ (� i 1<:7Gt+J ii1 c hir ea,/ 1 .JT, >/ .�� " 0" #r? evS What part of the information was most helpful? 7471/(1.1t /1.6 What �,'7Ct,• / f.✓' �1 �/'✓ rte'. lfi %�� /� �-% <�.E�~CH / i What suggestions do ycu have for making this program more helpful and meaningful? / �!(/e__n 7/ 7`lu/- .- !J �0-r4 ,ie"i`r...s ms d� /JO G�Gerar CG�GcO Please rate the program' s significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 ( 5 • WE CARE PROGRAM Date: November 17 , 1987 Location: Bicentennial Center How do you describe the material covered? ,; if, Z:cetrg. r 2 ' To rtC`1v rev/A/o/J w.=�:t La/'✓ /n.i�/��N/ Vrc /cm)�N �Q /.� ;.✓ frian How will this material make a difference in your relating to others? 2/ ,6v0Wm19 /17¢42: AeC Vl , 2s-rt r f1, -o lvc75 c whi,' air' Y:/'f ay.& iv G)j co/n/L P 64-17 !(?r•r'4/. How will you know if the information makes a difference? / [ %.y''c ny/?//7 r,.; CO VFA";71 ;,,,1( /,: iN a,%2 A s?rli-7/.''l:vC.� / '/ T VJi_r'�4'S'2 � /�NC:J e`-N,!t.?/.:'V L 7i?! .4,-/i C 1 An What part of the information was most helpful? F ar?/?'J/a'c 1"13 •.T Ye er:L c if; 7I7i,J1[,g,.D 7,,73 c A„ TY What suggestions do you have for making this program more helpful and meaningful? p- : ;/.„/ .%•• GY('r r/ . / /N,7 1N.1�' n0 cAJ .t c.: ))h0/- �!/� i)..' /net//C` CT /�w,� �,vVl'[e�v . Ju c. C /''ie`N -/l cev'i ,)I C � :/ .,, �'` /w ��:`,n r1 -cc 47 e: /c/.LO /.v ir.,:.7a U 6 y c 1-6,0 ; /n, /- 7:•„n< o+ p c;c.= /=i�,' Please rate the program' s significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 / 5 • • WE CARE PROGRAM Date: November 17 , 1987 Location: BiCentennial Center How do you describe the material covered? Appraisal and interpretation of attitude — excellent presentation, humor mixed in with serious points. How will this material make a difference in your relating to others? Hopefully, in better understanding myself. I will be able to understand other people with whom I work and my approach will be more as a problem solver instead of stress producer. How will you know if the information makes a difference? Exchange of information will be more free - more communication. What part of the information was most helpful? How to change from one approach to another. What suggestions do you have for making this program more helpful and meaningful? Possibly role—playing — however this usually makes people uncomfortable early in the day. Please rate the program' s significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 WE CARE PROGRAM Date: November 17, 1987 Location: BiCentennial Center How do you describe the material covered? Y J tm t } ( N 1 ff_t 4 1. _4 I ,,1 4 1- -i c� 4,Uf( - / Al y+t;�_r>t,7, c.L-C - .-C 1 L('-4 .7 /LeL! �c4 (/12.A - Y ✓'il/,; /i &43 //1 ;<_ (.vdig ,-7e / x): d 0 How will this material make a difference in your relating to o hers? . 9 C� cAt/ , uiL.F, , -(4/ ;n,1 )6 La Lite_ T)i t r h _F r3 a t t A. b, Pi-rn /M/L/2 I c to;2:0,4 ionuha How will you know if the information makes a Eck difference? y") / ,1 ti�tyt.� CI_ ; / / C/ a?,r-) 2.ctf L(( What part of the information was most helpful? ri11.,?t%LirL.U:4 4 --CCU,_ t.£. nd.L&C ■_ L x[.0_40 U` ' (-LLLAOC .*; r / 'tux' r✓ ,^_i' 7`/• /zi; ; c . What suggestions do you have for making this program more helpful and meaningful? \--i).. i{;4, 'L U Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 5 WE CARE PROGRAM — SESSION #1 DATE: Location: SA9L/4/A We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? • i nr7ERESTiA/ VERU T NED Rw1R77vE Will this material make a difference in your relating to others? YES How will you know if the information makes a difference? By My ©wn) Fpfl/&4$ flour MysELF What part of the information was most helpful? THE w,41 TO Pe At c4 77/c ©,CP&ZEVT C n t oR -r-YPES Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 4 5 WE CARE PROGRAM - SESSION #1 .DATE: .1--7 Location: Z. — Ken 74.-- $ /,kQ We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? ke 42, e ifi7'�✓/ G2/H /u q Gi�r i.7 ** S r /72 O iJ lci y Will this material make a difference in your relating to others? in.M9- / 00 0 0741/ •h/ r✓ w� /2i How will you know if the information makes a difference? -77 What part of the information was most helpful? � S � L r S Ti/rte c �/ G r^' 76O u C 7`" L7-i a L. cXtz7 .cc- . Do you have suggestions for making this program more helpful and meaningful? r.r /1i Please rate the program's significance for you personally: • NOT HELPFUL VERY HELPFUL 1 2 0 4 5 • WE CARE PROGRAM - SESSION #1 DATE: //- a y-63' 7 Location: g; - econ A-/e We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? r? pve ran t t 4 J Will this material make a difference in your relating to others? How will you know if the information makes a difference? yy 7d r c12,�,-in;.4,o a. U 'P r��1L P in What part of the information was most helpful? t-r 0 0 n i>.i v�C 1"77 1p . c/1/"4"., -,....71 or;� . . , C cg J. go 4 n,PQt /oerSo-1 . Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 491 5 WE CARE PROGRAM - SESSION #1 • DATE: //- '7 Location: - e-:,<_4 r .1 ( �� We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? i • 4/-1.4.-ii .724-6.4,--gcno • Will this material make a difference in your relating tto//others?'9 -.•&24.41 uul , X0 f .9 1vl How will you know if the information makes a difference? J y ia J .J 4k aelt o What part of the information was most helpful? env-U e Do you have suggestions for making this program more helpful and meaningful? oil l /266,, 4E7. Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 5 • • • - WE CARE PROGRAM — SESSION #1 DATE: )\"`�c—'� 1 Location: We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? \Yl Clacr Aric,DPk:k YU we Is-r■ (7L r LvtJ i.G t':/• d. i t)PY.9 li.Y1Ae+J54'a....t/Q./We • Will this material make a difference in yourr relating to others? • 4. U eY p a."c4. ca How will you know if the information makes a difference? What part of the information was most helpful? jJ 1II JJ ;f n `i'.` ['l Zc: i `'. .I f1 C':- -r�. .i '� 'y rC/:7�L' Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL . VERY HELPFUL 1 2 3 4 �i WE CARE PROGRAM — SESSION #1 Q DATE: //,24-Y1 Location: r- (22Mmietth (i- hu We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? 1.naoi a Wail Gene( ' u7—.to mot' Will this material make a difference in your relating to others? • How will you know if the information makes a difference? • What part of the information was most helpful? oz, d `i3 (i¢,Q2 tu.f A • �7 lb) JL dil _all etktta Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 ' (-0 • WE CARE PROGRAM — SESSION #2 DATE: I I- y- P*7 Location: 5Q 14)c YS We like to know what is helpful and what is less helpful for you. • Will you give us some feedback on the material covered today? J 1 n�L In c) Ic 4`I- re.iSel` - Qnd see r•ke ■ O rv(temoe.t • Will this material make a difference in your relating to others? yec How will you know if the information makes a difference? Q4e A r c o �rt,M t_ peer !? What part of the information was most helpful? Iry II •,4 cl.e4l w ;+>, fl bIcc r. •e• Pr `LI•JP Wo is' • Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 0 • WE CARE PROGRAM — SESSION #1 DATE: f/ — Location: . . __ We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? Will this material make a difference in your relating to others? • . / d How will you know if the information makes a difference? 7 �. v 0 ��l �.1_ a -:Z<-�% t o What part of the information was most helpful? . Do you have suggestions forr making this program more helpful and meaningful? - Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 �5 WE CARE PROGRAM — SESSION #1 % DATE: /7-07-070.75 ?7 Location: '° ( �07M1164----`c g We like to know what is helpful and what is less helpful for you. Will you live us some feedback on the material covered today? i . _. ._ 4_ — it eQ2_ - "A° i t " t' _4 — 1 ./ / ' o71----- Will this material make a difference in your relating to others? o ? / / How will you know if the information makes a difference? 0 u . It. -atat-.,0• " Q_ =1 % ' '' I1 ' L - //di LP / / f . A /_ /idiers What art of the information was most helpful? l .. , - '_ olv Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 tl" J • • WE CARE PROGRAM - SESSION #1 DATE: / / 7 —?i Location: We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? I Will this material make a difference in your relating to others? - How will you know if the information makes a difference? 3e, . ,e . Jed :0 yr�u�.y ^..^`( a What part of the information was most helpful? - L Do you have suggestions for making this program more helpful and meaningful? 0-0 .t ) .faor.T • r Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 5 WE CARE PROGRAM - SESSION #1 DATE: —' 9 — b Location: 6 - e We like to know what is helpful and what is less helpful for you. Will give us some feedback on the material covered today/? ili v { ink) � q C� 9 GR vLN Will this material make a difference in your relating to others? ° 0 How will you know if the information makes a difference? U t Lt c..S-/V1-t a Lead Ant What part of the information was most helpful? Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 • WE CARE PROGRAM — SESSION #1 r DATE: 47-1617 Location: Ces-I. • We like to know what is helpful and what is less helpful for you. Will you give us some feedback on the material covered today? .: • Coo) IS Perm. - vt/0414 4041, (€ AOae r e wo'k .• . . .. /1,51 es.41 f.Je$ 544 74e/ wG -. C C Sell ro.rdSe ei7L LA- 71-en/ A/04 64%-C Will this material make a d ifference in your relating to others? il/ leS• ri W/7/ at Ni/re cwOre eft 6etesJ an, cast Sri "oSS . How will /you know if the information makes a difference? • / 2; Ae4. �.// deli�n. /�a.7 41-zJ1a ,-." JCr/1vee. -r . d b! 4`4'r 'f-t7 fJg< 4e %/CO/A s `fry e Las 4./' What part of the informa tion was most helpful? - f'fn onC pCed- LA.)OS 747E sw.ai'C on hiss .44/ r71-A.4‘. tv$ Do you have suggestions for making this program more helpful and meaningful? Per lIG ,no,* C J��YT7G..).."or"' /f7 'QC A?cfl ' IA ptcoLK & / q .y, 911z d(f•;,'f OGU/TU, t) C. Please rate the program's significance for you personally: NOT HELPFUL VERY HELPFUL 1 2 3 4 % • • • WE CARE PROGRAM — SESSION #1 DATE: L9,- % -`6-1 Location: C Prt-A-e. 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Will this material make-a difference in your relating to others? LA - )vt ant ovra /s-4 5.142erZc a Z c ZenfAe 74_41 _ - 0/4 How will you know if the information makes a.difference? 1;;47' }Y i e tell — L JPJ f o tic) a o 4.4uC >17 af- _ _4 What part of the information was most helpful? CL -<-.. dJ. 4 —.-- Do you have suggestions for making this program more helpful and meaningful? Please rate the program's significance for you personally: NOT HELPFUL VERY H L 1 2 3 4 5 00 • Jack Parr Associates, Inc. (913)827-0404 • 917 EAST PRESCOTT ROAD P.O. BOX 446 •SALINA, KANSAS 6 7402-0446 ADDITIONAL WE CARE COMMENTS AND REACTIONS We Care training uses four colors (blue, red, green and gray) to identify four basic personality styles . Jack Parr Associates chose colors to increase retention of personality style and relating skills information. It is not uncommon to overhear city employees who have received We Care training engaged in "color conversations" . These post training conversations have helped to keep the We Care skills "in front" of employees . City employees have provided Mike Overton, the We Care Consultant/Trainer, with a variety of comments and reactions following the training: "It' s made a difference in my life, I get along with my boss and other ' s in my department better" . "I like my job more. . . I 'm not afraid to face people who are angry" . "This is the best, or one of the best, city sponsored seminars I"ve attended in my 30 year career" . Employees also report being more confident, self-assured and positive about themselves and their jobs. Some individuals have also reported improved relationships at home with spouses and children. -42- A 00 �� Jack Parr Associates, Inc. (913)827-0404 • 917 EAST PRESCOTT ROAD • P.O. Box 446 • SALINA, KANSAS 6 74 02-044 6 WE CARE TRAINING RECOMMENDATIONS FOR 1988 Beginning In January 1988 Provide initial We Care Training for approximately 60 additional City of Salina employees per month in two sessions of approximately 30 employees each. January 1988 sessions scheduled at Bicentennial . Center on Tuesday the 19th and Thursday the 21st from 8 : 00 a.m. to 5 : 00 p.m. Beginning February 1988 Provide first three-hour We Care Follow-up sessions for city employees trained in October and November 1987 . Each session to involve approximately 16 employees . Cost per employee $40 . 00 per session. 1 . Other three-hour follow-up sessions for the employees trained in October and November, 1987 would be scheduled in May, August, and November, 1988 . 2 . Follow-up sessions for employees trained in January, 1988 would be held in April, July, October, 1988, and January 1989 . 3 . Topics for follow-up sessions : * Inter/intradepartmental Cooperation * Follow-up Customer Relations * Dealing with Angry People * Growth and Change * A follow-up created at the request of the City of Salina to address specific need or area of interest - Interdepartmental Understanding Focusing on the "grass is always greener" syndrome found in nearly all city departments -43- 00 1 Jack Parr Associates, Inc. (913)8270404 • 977 EAST PRESCOTT ROAD • P.O. BOX 446 • SAUNA, KANSAS 674020446 Recommended topic for first follow-up "Inter/intradepartmental Cooperation" Focusing on: 1 . How cooperation is built between groups; how it is damaged; how it is rebuilt 2 . Relationship between one ' s self-image and one ' s ability to trust others 3 . Law of Justification - "We can change the way we think and act based on the outcome we want and the decisions we make. " 4 . Specific CAN DOs for building trust: a. Perceive other departments as your customers b. Recognize the things other departments do right c. Avoid casting blame when something goes wrong d. Acknowledge help from other departments immediately. . .verbally and in writing e. Adopt a department slogan and display it proudly to invite others to take more pride in what they do -44- A 00 �� Jack Parr Associates, Inc. (913)827.0404 • 917 EAST PRESCOTT ROAD • P.O. BOX 446 •SALINA, KANSAS 67402-0446 PILOT PROGRAM RECOMMENDATION: "LEADERSHIP QUEST" SUPERVISOR PREPERATION TRAINING Leadership Quest is a seventeen (17) session leadership development program written by Dr. J. Clifton Williams, Professor of Management at Baylor University.. Dr. Williams is the author of the most popular college text on management, Human Behavior In Organizations . Each session is designed for training in a block of two to four hours. Training will draw heavily on personal experience and day- to-day Salina City Government case studies . Training techniques include: Lecture Group Participation Small Group Activities Personal Self-Analysis Exercises Outside Expert Presentations Homework Assignments (requiring no more than 2 hours preperation) Objective of the Training: To prepare qualified city employees to assume leadership/supervisory positions within city government. Strengthening skills to allow participants to function more efficiently and effectively in their new roles . Emphasis of training is threefold: 1 . Increasing self-awareness 2 . Personal Development 3 . Relating/leading "people skills" development A complete outline of the Leadership Quest course materials follows . -45- .. xµ.trtr k. w•--'-:- Z.. < MODULE I LEADERSHIP: A BIAS FOR ACTION Part 1 LEADERSHIP CONCEPTS AND OPPORTUNITIES Presents an idea of what is to follow in subsequent modules and parts of Leadership • Quest, along with other approaches to leadership development. Part 2 VARIETIES AND VIEWS OF LEADERSHIP Summarizes some important leadership concepts that collectively provide abroad context for understanding the content that follows. Part 3 CLARIFYING YOUR VALUES Helps you think objectively about your values—included because of the role values play • in a leader's ethics, decision making, and self-confidence. . Part 4 PLANNING FOR PERSONAL DEVELOPMENT _ Takes the position that personal growth is the continuing life style of effective leaders Practical guidelines are provided for personal and organizational planning Part 5 INITIATING AND INNOVATING Addresses the fact that effective leaden take action while others are content with the status quo. It also deals with risk taking and creativity. Part 6 MANAGING YOUR TIME Helps you eliminate time wasters and presents techniques for managing time in terms of '. • your values, needs, goals, and priority demands. 66 -:: tea• .44.--��',x.... +:.�4�K�..r`�a:::-..3�5° -- ....� <,=z=:::•'n:._ti.el�'-'. n .. i:�a v-... �..r.r.... __ -s'R"•'1L.�. � -s�:T% MODULE II PERSONAL DIMENSIONS OF LEADERSHIP DEVELOPMENT Part 1 PERSONALITY AND LEADERSHIP BEHAVIOR - Addresses, with due caution, the fact that leadership performance is related to person ality. Part 1 offers suggestions for making practical use of this relationship in leadership development.::. Part 2 ` DEVELOPING THE COURAGE TO ACT Underscores the crucial role of self-confidence in leadership performance, providing guidelines by which a leader can grow in self-confidence through careful planning and self-sha m Part 3': ASSERTING YOURSELF Presents assertiveness as a crucial but learnable leadership behavior:.The means are presented for gaining insight into one's own assertiveness level in specific situations and for adapting accordingly:__ Part 4 :`; BUILDING PERSONAL RELATIONSHIPS Approaches the subject in terms of barriers to effective relations with others an d how those barriers can be overcome. Some leaders build good relationships without effort Others must deliberately cultivate them. Part 5 MAINTAINING YOUR MOTIVATION -Effective leadership depends directly on a leader's desire to lead effectively.Part 5 focuses oa how leaders can improve their performance by maintaining a high motivation for excellence Ste" r4�^LS' . y ' Z!w-it • .�3"Ya- �...' �#�''`-47."'`. 5n1"---4 .iy.:^ .A.• MODULE III DEVELOPING YOUR LEADERSHIP SKILLS Part 1 ACHIEVEMENT THROUGH DELEGATION _ Explains the necessary relationship between delegation and effective leadership. It also ex- plains why some leaders fail to delegate and provides guidelines for improving perform- ance as a delegator.. Part 2 UNDERSTANDING YOUR "NATURAL" STYLE Provides a means of analyzing your leadership style, understanding why the style • developed, and modifying it as needed for improved performance. ... Part 3: . USING PARTICIPATIVE METHODS After addressing some misconceptions, Part 3 describes means by which leaders can elicit participation of followers without sacrificing legitimate position authority. Part 4= MAKING MEETINGS.EFFECPIVE Because much influence is exerted in meetings, Part 4 presents methods and optional roles that increase a leader's effectiveness in conducting meetings Part S;-1:'":-IMPROVING YOUR DECISIONS - - The decisions of leaders can best be improved by modifying decision process:This may be. -- achieved through behavior modeling and making decision steps explicit. Part 6 MOTIVATIONAL DIMENSIONS OF LEADERSHIP Principles of motivation are presented for understanding the motivation behind a behavior or for formulating a plan to motivate others to voluntarily follow. • 1 Pr City of Salina department heads have indicated an interest in a Pilot Program of Leadership Quest. Initially, the discussion focused on a preparatory type program for non-supervisory employees with an obvious interest and potential for advancement into supervisory roles. Further consideration resulted in the department heads agreeing a pilot program should involve current second or third level supervisors and hopefully a cross-section representation from all departments. The first Leadership Quest session is tentatively scheduled for January 28, 1988 from 1:00 p.m. to 5:00 p.m. Other sessions would be scheduled on the second and fourth Thursdays in February and second Thursday in March. We would like to have approximately 20 participants enrolled. Department heads through conversations with and observations of participants will evaluate the usefulness of Leadership Quest and will recommend whether or not training should continue beyond the first 4 sessions. Cost for Leadership Quest is $125 for each set of course materials and $600 for each training session, regardless of the number of employees involved. In a spirit of limiting the City's expense in the Pilot Program,. Jack Parr Associates has agreed to provide materials at a cost of $50 per employee for the first 4 sessions. Should the recommendation be to continue Leadership Quest for all 17 sessions, then the remaining materials charge of $75 per set would be invoiced. Also, since we are introducing a new program, the instruction fee for each session will be reduced to $300. Cost based on 20 participants: $300 x 17 sessions = $5100 for instruction $125 x 20 = 2500 for materials ,7600 $7,600 20 = $380/participant The pilot program would be expected to span approximately 34 weeks.