When a major crisis hits, facilitation skills are essential to guide your team through critical situations. Issue facilitation requires a clear purpose, a cool head and great communication. This workshop will give you the leadership skills which enable you to manage major problems paying dividends for your organization.
Audience: Ideal for senior engineers and managers with responsibilities for (major) incident management, escalation management, technical support, problem management, and continual service improvement. Anyone involved in behavior change management, implementing the KT methodology.
You will Learn the skills of effective facilitation and how to:
- Prepare, Engage, Document and Follow-up
- Leverage the technical expertise of a team
- Keep the conversation balanced, driving toward a resolution. Especially if tempers start to rise
- Effectively engage with peers and customers by understanding different communication styles
The KT Facilitator Workshop is a 5 day workshop equipping the facilitators to:
Master the Process: Develop in-depth knowledge of KT processes, recognize its wide-reaching flexibility, and be proficient in the application.
Lead the Group: Learn to manage group dynamics, handle resistance, apply techniques for intervention asking the right questions, stimulate creative thinking and guide a group to achieving results.
Be Self Aware: As you develop, become aware of your personal style then learn to adapt and leverage this to accelerate the needs of the group.
Return on Investment
Clients who have adopted the Kepner-Tregoe implementation/facilitator model, have seen the following results:
- Shortened mean time to resolve/restore by up to 75%
- Reduced escalation rate by 40%
- Improved customer satisfaction to 90% and above
- Reduced backlog by 42%
Duration: 5 days
Learning Tools Included: All workshop attendees will receive the Kepner-Tregoe Tablet App and access to online post-workshop learning support tools (coaching videos, tips, tricks, worksheets, and more) with a My KT membership
Contact us to bring this workshop on-site to your organization
Candidates must have previously attended a KT workshop matching the Kepner-Tregoe process they want to facilitate or coach.