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• <br />2. STAFF TRAINING <br />Objectives: To build skills that enhance teamwork and service to external and <br />internal customers <br />To signal a commitment to a proactive, service-oriented City staff. <br />Rationale: Skills training gives all city employees the tools to implement the <br />decisions made by the Facilitated Planning sessions. The following <br />workshops also address issues identified in the needs assessment. They <br />are listed by priority. <br />Content: <br />• <br />1. Behavioral Style Awareness <br />("the DISC") <br />2. Communication Skills for <br />Conflict Management <br />3. Customer Service Skills <br />Helps individuals understand their work <br />style behavior and learn how to deal with <br />internal and external customers more <br />effectively. <br />Teaches effective, non-blaming <br />communication skills that strengthen <br />teamwork and problem solving when <br />dealing with internal and external <br />customers. <br />Teaches how to communicate with <br />customers and understand their needs <br />in order to give the best service. Helps <br />implement decisions about City's customer <br />service philosophy. <br />4. Teamwork Skills Shows all staff members how to be <br />valuable members of the City team and <br />share responsibility for team effectiveness. <br />5. Effective Meetings <br />Especially for supervisors and people in <br />leadership positions. Shows how to <br />conduct meetings with both internal and <br />external customers that encourage <br />participation and results. Supports <br />commitment to continuous improvement. <br />• page 8 <br />