Putting People First

PHILOSOPHY OF THE PROGRAM

PPF programme is about personal service through personal development. It is an internationally well known and successful TMI tool, as well as a source of inspiration for people who want to gain something more in their lives and develop themselves in the service sector.

PPF indicates ways to understand and satisfy customers' expectations, handle intense and stressful situations and be able to interpret body language. It can teach people what good, professional service is all about.

PPF develops team spirit and raises each employee's consciousness for:

• Personal development
• Quality cooperation with colleagues
• High level service

CONTENT OF THE PROGRAM

• What is Service – the key to providing service excellence
• Personal Development: How to set Goals
• Positive Attitudes- the difference between a committed, happy person with a career and someone who is just doing a job
• Relationships -the importance of recognition (strokes) in creating effective relationships - rules for reprimands
• Communication - the power of Non-Verbal communication
• Transactional Analysis
• Teamwork - accepting differences and tolerating others/li>
• Rapport and Pacing
• Assertiveness - strategies for dealing with different people
• Stress - how to control stress and use it as a positive influence

WHAT CAN BE ACHIEVED

As a result of the program participants will be better able to:

• Demonstrate a sense of commitment to a common purpose
• Establish team and organisational commitment to service
• Improve service internally as well as externally
• Improve the understanding of everyone's role in satisfying customer needs
• Build individual's confidence so that they are ready to take responsibility
• Create more satisfied customers
• Manage change and harness its positive energies
• Enhance staff involvement and enthusiasm
• Balance personal needs for success with the needs of other people involved

WHO SHOULD ATTEND AND BENEFIT FROM THE PROGRAM

Every member of the organisation from all functions and levels of responsibility - full or part time