The Magic of Engagement: Inspired Leadership at All Levels

Brian Lee, Chief Executive Office, Custom Learning Systems

This presentation explains how to unleash the power of enthusiastic, empowered frontline staff and to successfully recruit and engage your staff. Brian will show you how to overcome previous concerns they may have about disconnected higher-ups. You will learn to design and implement the single most powerful best practice that will motivate employees to go the extra mile, especially in dealing with customer/patient problems and complaints. The creation of your own customized Service Excellence Train- the- Trainer program to empower your Frontline Leaders to teach and motivate their peers will be explained. Finally, you will achieve a tipping point to gain buy-in and ownership from a critical mass of leaders and engage, empower and transform everyone to deliver loving compassionate service. Participants will learn to inspire, motivate and persuade frontline staff to shift their focus from managing to leading.