The learner will:

• recognize the advantages of establishing team direction
• label the three elements of a given statement of purpose
• create a statement of purpose that aligns with the team activities and corporate mission statement provided
• recognize the five factors tha comprise S.M.A.R.T. goal
• within a described scenario, ask questions to ensure that goals fulfill the S.M.A.R.T. criteria for effectiveness

Lesson:  Managing Team Performance

The learner will:

• recognize the benefits of managing team performance
• differentiate between performance measurement of process or outcome
• match the three approaches to support individual performance improvement to examples
• use appropriate individual performance improvement approaches within given situations

Lesson: Providing Performance Support

The learner will:

• identity the benefits of motivating, rewarding, and empowering employees
• match the essential elements of supporting empowerment to examples of those elements
• take the appropriate actions to empower customer service providers within a given situation
• label examples of employee behavior or communication to the motivators they indicate
• motivate employees as appropriate to their needs within a given scenario
• differentiate between examples of accomplishment and activity