Slide 1: Using the same call center software and expecting different results?
NICE :CXén® Using the same call center software and expecting different results? Stop the insanity. Modernize your contact center.
Slide 2: About the Workshop
About the Workshop NICE CXone provides these workshop materials for you to use in training your staff. answer poll questions, or whiteboards ahead of time. And be sure to circulate and They are designed to last approximately 60 minutes making them ideal for talk to people, learning who they are and
Slide 3: Preparing to Lead the Workshop
Preparing to Lead the Workshop The key factors for success in the workshop are how comfortable you are with the THE DAY OF THE WORKSHOP material and inserting personal stories to help illustrate the content. To get If delivering in person: comfortable with the material, plan to start preparing at le
Slide 4: During the Workshop
During the Workshop • Relax and enjoy the experience. You’ve done your preparation, you know the AFTER THE WORKSHOP content, so now it is time to enjoy the final product – the delivery of the Take the time to reflect on your delivery – what went well and what could be workshop. improved. Write down
Slide 5: Workshop Overview
Time Topic Activity Materials Allotted Workshop Overview Introduction Pre-activity 5 min PPT 5 (7 min) Presentation 2 min PPT 6-7; PW About Resilience Presentation 6 min PPT 8-12; PW 4-5 (7 min) Nudge Your Neighbor 1 min PPT 13 Developing Resilience Presentation 3 min PPT 14-16; PW 5-6 (23 min) Nudg
Slide 6: Welcome!
Welcome! Once you have set down your things, take a moment to answer the three questions posted in the room. How would you define Why is resilience important? resilience? On the scale below, put your initials where you would rate your resilience. 1 is falling apart at the least little thing and 10 i
Slide 7: Building Resilience
Building Resilience A Training Workshop © 2021 NICE. All rights reserved.
Slide 8: Course Overview
3 Course Overview The goal of this course is to understand what resilience is, why it is important, and how to build it. We o Introduction will be looking at resilience as a skill that can be developed. o About Resilience While resilience is not the same thing as stress, managing stress can o Develo
Slide 9: About Resilience
About Resilience
Slide 10: The Definition of Resilience
4 The Definition of Resilience Resilience is the willingness to engage with challenge, change, and complexity actively; to allow ourselves to be enhanced by the experience, not diminished. -Dr. Taryn Marie Stejskal Resilience Leadership Institute
Slide 11: Resilient People are More Likely to:
4 Resilient People are More Likely to: • Perform better • Attain work-life balance • Be more engaged with their work • Manage change with less psychological distress • Make a difference with their ideas • Succeed
Slide 12: The Nature of Change
4 The Nature of Change
Slide 13: Characteristics of Resilient People
5 Characteristics of Resilient People • Realistic but positive outlook • Self-aware • Use strategies for dealing with adversity • Able to bring together cohesive solutions and actions • Pivot and adjust with changing circumstances 13
Slide 14: Nudge Your Neighbor
Nudge Your Neighbor Tell someone near you one thing that you most want to remember about resilience so far. 14
Slide 15: Developing Resilience
Developing Resilience
Slide 16: Qualities to Develop
5 Qualities to Develop Confidence Social Support Adaptability Purposefulness Positivity
Slide 17: Confidence
6 Confidence • Strive to do your best • Focus on personal strengths and positive character traits • Practice positive self-talk rather than negative self-talk • Practice good posture • Be grateful • Compliment other people • Speak up • Exercise • Look outwards
Slide 18: Nudge Your Neighbor
Nudge Your Neighbor What is something you can do to boost your confidence and, thereby, build your resilience? 18
Slide 19: Social Support
6 Social Support • Express appreciation and show gratitude • Be patient with other people • Assume positive intent • Listen more than speak • Paraphrase to ensure understanding • Be present and authentic with other people • Help each other • Have fun together • Address problems • Be kind to yourself
Slide 20: Nudge Your Neighbor
Nudge Your Neighbor What is one thing you can do to build a stronger social support? 20
Slide 21: Adaptability
7 Adaptability • Acquire a range of coping strategies, not just a few • Practice persistence • Challenge rigid thinking Pause – Consider - Choose • Accept what you cannot change • Do emotionally expressive writing • Listen closely • Talk with someone with whom you disagree • Watch for stories turnin
Slide 22: Pivoting
7 Pivoting Ask yourself: • Is my goal (still) attainable? • How is the pursuit of this goal negatively impacting other important areas of my life? • What will I save by pivoting? • How will I feel about the decision in 10 days, 10 months, 10 years?
Slide 23: Nudge Your Neighbor
Nudge Your Neighbor What is one thing you can do to be more adaptable? 23
Slide 24: Purposefulness
8 7 Purposefulness • Determine your values and what is truly important to you • Create a purpose statement • Create goals o Specific o Measurable o Achievable o Recordable o Time-sensitive • Be curious and mindful • Take decisive action 24
Slide 25: Nudge Your Neighbor
Nudge Your Neighbor What is one thing you can do to be more purposeful? 25
Slide 26: Negativity Bias
Negativity Bias @s) NICE CX
Slide 27: Increasing Positivity
8 Increasing Positivity • Reset your primitive alarms • Upon waking, what 1 thing • Reframe your attitude will add the most value to my day? Put it on your to- • Refresh your body do list. • Refresh your spirit • Before sleeping, list your • Take personal responsibility small personal wins rather th
Slide 28: Nudge Your Neighbor
Nudge Your Neighbor What is one thing you can do to increase your positivity? 28
Slide 29: Qualities to Develop Your Resilience
Qualities to Develop Your Resilience Confidence Social Support Adaptability Purposefulness Positivity
Slide 30: Managing Stress
Managing Stress
Slide 31: What is Stress?
9 What is Stress? Stress is the feeling of Stress can be defined Stress is a feeling of being overwhelmed or as any type of change emotional or physical unable to cope with that causes physical, tension. It can come mental or emotional emotional, or from any event or pressure. psychological strain.
Slide 32: Core Concepts about Stress
9 Core Concepts about Stress • Stress is a physical, emotional, AND psychological reaction • Stress is unique to each individual • Some stress is necessary
Slide 33: Wellness
10 Wellness • Exercise • Sleep • Eat healthy • Limit caffeine • Breathe • Laugh
Slide 34: A Tale of Two Wolves
‘“@ © 7 -—_ > Py _ or - 10 A Tale of Two Wolves
Slide 35: Managing Your Emotions
10 Managing Your Emotions • Regulation, not repression • Keep a journal • Identify your feelings and • Breathe interrupt them • Meditate • Accept your emotions • Talk to someone • Give yourself some space 35
Slide 36: Nudge Your Neighbor
Nudge Your Neighbor What is one thing you can do to manage your stress better? 36
Slide 37: Close
Close
Slide 38: About Resilience
About Resilience — Resilience is the willingness to engage with challenge, change, and complexity actively; to allow ourselves to be enhanced by the experience, not diminished. -Dr. Taryn Marie Stejskal/ Resilience Leadership Institute’ Resilient People are More Likely to: + Realistic but positive o
Slide 39: Developing Resilience
Developing Resilience Qualities to Develop N i 4 he Confidence ian 2900 SMM) Social Support 2 eal Adaptability G Purposefulness @) Positivity
Slide 40: Managing Stress
Managing Stress Stress is a feeling of emotional or physical Wellness tension. It can come from any event or + Exercise thought that makes + Sleep High you feel frustrated, + Eat healthy angry, or nervous. <Linnitoatiene Increased strong Attention / Anxiety Interest x 4 Stress is your body's reactio
Slide 41: Action Plan
11 Action Plan What goal do you have in relation to building resilience? What barriers might arise that get in the way of the goal? What can you do to enable the goal? What actions are you going to take to attain your goal? 41
Slide 42: Personal Resilience
Personal Resilience A training workshop © 2021 NICE. All rights reserved. https://www.niceincontact.com/ Developed by Elaine Carr and Laura Grimes of Harrington Consulting Group (https://www.harringtonconsulting.us/)
Slide 43: Speakers Notes – Slide 6
Speakers Notes – Slide 6 PREPARATION: If presenting in person, prepare three flipcharts as above and scatter them around the room. If presenting virtually, use three chat pods, a whiteboard divided into three parts, three open-ended poll questions, or just have everyone answer the questions in the c
Slide 44: Speakers Notes – Slide 7
Speakers Notes – Slide 7 Welcome everyone and briefly introduce yourself (taking no longer than 1 minute). Establish housekeeping rules – where rest rooms are located, how to handle cell phones, etc. 44
Slide 45: Speakers Notes – Slide 8
Speakers Notes – Slide 8 Go over the goal of the course and the agenda on this slide. 45
Slide 46: Speakers Notes – Slide 9
Speakers Notes – Slide 9 First, we are going to cover some basic information about resilience. 46
Slide 47: Speakers Notes – Slide 10
Speakers Notes – Slide 10 [Reference the definitions people have already volunteered] Many people think of resilience in terms of: • Bouncing back from a situation • Returning to the same state as before the situation arose • Being immune to stressors and adversity But for the purposes of our worksh
Slide 48: Speakers Notes – Slide 11
Speakers Notes – Slide 11 In the 21st century, more and more research is being done on resilience and this research has all revealed that resilient people are more likely to do these things. Just like the tree that is thriving and growing on the face of a rock cliff, resilient people grow and develo
Slide 49: Speakers Notes – Slide 12
Speakers Notes – Slide 12 Let’s talk about change for a moment. Change is not going to go away. We can’t control change – it is going to happen whether we want it to or not. And yes, the pace of change is increasing as well. DISCUSSION: Think back over your lifetime, what changes have you seen happe
Slide 50: Speakers Notes – Slide 13
Speakers Notes – Slide 13 • Resilient people are not always happy and optimistic, but they do try to see the good in all circumstances while maintaining a realistic view of the present. They aren’t trying to fool themselves or anyone else. And they do mourn what is lost, are scared in the face of th
Slide 51: Speakers Notes – Slide 14
Speakers Notes – Slide 14 If presenting in person, have people pair up with someone sitting near them and share their one thing with each other. If presenting virtually, have participants reply in chat or on a whiteboard. Allow 60 seconds before moving on. This activity is simply to have participant
Slide 52: Speakers Notes – Slide 16
Speakers Notes – Slide 16 To develop resilience, we are going to look at these five areas 52
Slide 53: Speakers Notes – Slide 17
Speakers Notes – Slide 17 Resilient people are confident, and that starts with being self-aware. Self-awareness and self-acceptance help resilient people understand why they behave in certain ways in different situations. That understanding makes them free to change things about themselves and creat
Slide 54: Speakers Notes – Slide 18
Speakers Notes – Slide 18 If presenting in person, have people pair up with someone sitting near them and share their one thing with each other. If presenting virtually, have participants reply in chat or on a whiteboard. Allow 60 seconds before moving on. This activity is simply to have participant
Slide 55: Speakers Notes – Slide 19
Speakers Notes – Slide 19 Research has suggested that good relationships with others may be the single most important factor in life satisfaction and emotional well- being. Having a good friend to share life’s ups and downs with certainly makes life easier. Resilient people have built good relations
Slide 56: Speakers Notes – Slide 20
Speakers Notes – Slide 20 If presenting in person, have people pair up with someone sitting near them and share their one thing with each other. If presenting virtually, have participants reply in chat or on a whiteboard. Allow 60 seconds before moving on. This activity is simply to have participant
Slide 57: Speakers Notes – Slide 21
Speakers Notes – Slide 21 Resilient people have a great deal of adaptability. To develop your adaptability, try these suggestions: • Rather than always reacting to every situation the same way, work at developing a number of different coping strategies so that you have a more complete toolbox to hel
Slide 58: Speakers Notes – Slide 22
Speakers Notes – Slide 22 Sometimes, pivoting rather than persisting is the most resilient thing a person can do. Everyone has limits and some goals are not achievable. People who give up on impossible goals have stronger immune systems and lower levels of stress hormones. Pivoting means switching t
Slide 59: Speakers Notes – Slide 23
Speakers Notes – Slide 23 If presenting in person, have people pair up with someone sitting near them and share their one thing with each other. If presenting virtually, have participants reply in chat or on a whiteboard. Allow 60 seconds before moving on. This activity is simply to have participant
Slide 60: Speakers Notes – Slide 24
Speakers Notes – Slide 24 Having a sense of purpose can help increase your resilience by giving yourself a good decision lens through which to view challenges and adversity. To create that sense of purpose, here are some things you can do. • First of all, determine your values and what is truly impo
Slide 61: Speakers Notes – Slide 25
Speakers Notes – Slide 25 If presenting in person, have people pair up with someone sitting near them and share their one thing with each other. If presenting virtually, have participants reply in chat or on a whiteboard. Allow 60 seconds before moving on. This activity is simply to have participant
Slide 62: Speakers Notes – Slide 26
Speakers Notes – Slide 26 The last quality we are going to talk about is positivity, but first we are going to talk about the negativity bias. This is a cognitive bias that is common in human beings. It means that we tend to see the glass as half empty rather than half full. Negative information is
Slide 63: Speakers Notes – Slide 27
Speakers Notes – Slide 27 To increase your positivity, here are some things you can do. • Reset your primitive alarms by becoming conscious of when your emotions get triggered and use conscious relaxation and breathing techniques to help you pause and overcome the trigger. One common, automatic way
Slide 64: Speakers Notes – Slide 28
Speakers Notes – Slide 28 If presenting in person, have people pair up with someone sitting near them and share their one thing with each other. If presenting virtually, have participants reply in chat or on a whiteboard. Allow 60 seconds before moving on. This activity is simply to have participant
Slide 65: Speakers Notes – Slide 29
Speakers Notes – Slide 29 Just a quick reminder of the five qualities we have discussed to help develop your resilience. Remember, we are not talking about “faking it until you make it,” but rather we are talking about taking genuine steps to exercise and develop your resilience muscle 65
Slide 66: Speakers Notes – Slide 31
Speakers Notes – Slide 31 As stated earlier, stress is not the same thing as resilience. Resilience is about coming out of a challenge in a better place than one went in. It is about the recovery from an adverse event. Stress, on the other hand, is the physical, emotional, or psychological reaction
Slide 67: Speakers Notes – Slide 32
Speakers Notes – Slide 32 There are three important core concepts about stress that is important to be clear upon. • [CLICK] The first is that stress is not just something happening in our heads. It is a chemical and physical event that radically changes our physiology and chemistry. It is physical,
Slide 68: Speakers Notes – Slide 33
Speakers Notes – Slide 33 When physically drained, we are more emotionally reactive, our thinking is clouded, and our judgement is impaired. But we can help our stress management by practicing some wellness, including: • Getting regular exercise as it builds physical. A simple walk around the neighb
Slide 69: Speakers Notes – Slide 34
Speakers Notes – Slide 34 There is an old native American tale about two wolves. One wolf is evil and full of anger, envy, jealousy, sorrow, and greed. The other wolf is good and displays peace, joy, love, hope, humility, and kindness. The wolf that triumphs is the wolf the person decides to feed. F
Slide 70: Speakers Notes – Slide 35
Speakers Notes – Slide 35 Here are some things you can do to manage your emotions in the moment. • We are not talking about suppressing or repressing emotions as that can lead to a host of mental and physical symptoms that are not good. Instead, we are talking about regulating them for a healthy emo
Slide 71: Speakers Notes – Slide 36
Speakers Notes – Slide 36 If presenting in person, have people pair up with someone sitting near them and share their one thing with each other. If presenting virtually, have participants reply in chat or on a whiteboard. Allow 60 seconds before moving on. This activity is simply to have participant
Slide 72: Speakers Notes – Slide 37
Speakers Notes – Slide 37 Time for a quick review and a wrap up of our workshop. 72
Slide 73: Speakers Notes – Slide 38
Speakers Notes – Slide 38 Here are some of the things we talked about in the section about resilience. Call out something that stood out to you from this section. [Just allow 30-60 seconds for people to call out something, then move to the next slide.] 73
Slide 74: Speakers Notes – Slide 39
Speakers Notes – Slide 39 In the developing resilience section, we focused on these five qualities to develop. Call out something that stood out to you from this section. [Just allow 30-60 seconds for people to call out something, then move to the next slide.] 74
Slide 75: Speakers Notes – Slide 40
Speakers Notes – Slide 40 Finally here are some of the things we talked about in the last section on stress management. Call out something that stood out to you from this section. [Just allow 30-60 seconds for people to call out something, then move to the next slide.] 75
Slide 76: Speakers Notes – Slide 41
Speakers Notes – Slide 41 Action Plan Have everyone complete the action plan in their workbooks. Give them a few minutes to do this now, although they can fill in more detail later, if necessary. Make your final comments and thank everyone for participating today. If you have an evaluation for them