Leadership & Management Program
Created for managers and top performers who aspire to perform at the highest levels.
Perform at a level that meets the high expectations of the customer.
Behavior training is learning via observation, and imitation. New behaviors can be learned by systematically exposing a program participant to a target behavior. The participant rehearses the target behavior, and repeats the sequence until learning is successful. This methodology is particularly useful for interpersonal skills, and its ability to directly affect behavior change.
The Delivery Mix
Frameworks behavior training employs high quality production value video lessons which allow processes and behavior to be demonstrated step-by-step. Video content is also excellent for presenting events that are difficult to be recreated in the classroom. However, video is not a stand-alone training tool. Video works best in conjunction with other methods, such as the Frameworks simulator and behavior tracker.
Real-life situations are presented, but with incomplete information which creates uncertainty and forces participants to put themselves in the place of a decision-maker. The ability to go through a number of cases over a period of time means they become well- practiced in the domain of decision making under uncertainty and with incomplete information and that’s a really important skill.
Team Simulation (offline)
The Frameworks active interlocking group exercise is a role play exercise in which one individual performs the task of the sales person, another individual acts as a customer, while the third person observes. The participants switch roles, and each participant performs each role. It has proved to be extremely effective. The scenarios are based on real life customer interactions. Simply download the content, materials – scenarios, scripts, evaluation docs, and instructions.
Individual Simulation (online)
The Frameworks simulator is a role play system which requires no extra hardware or software. The simulation system creates the same conditions for training time after time, which ensures that every participant receives the same experience. The simulator is simple and easy to use and requires minimal directions.
In addition, because the simulation is a self-controlled operation, each participant can work within their own time schedule, and can repeat the simulation as often as is required to become proficient. The simulator allows users to learn is a safe environment so removes the fear of losing face or making mistakes.
Frameworks Behavior Tracker allows for a completely new approach to embedding a service culture. Behavior change won’t happen overnight and needs a period of continuous encouragement and reminders.
The Behavior Tracker provides a structure and a tool to accomplish this. Users have access to their own data during the customer journey touchpoints that have never been available previously, to help measure their progress, pinpoint areas for improvement, and motivate real change.