Communicating With Confidence
During the Supervisors Community of Practice session on Nov. 17, an expert shared advice on relaying messages with confidence and authority.
Posts Tagged: CoP
How Plain Language Can Help Improve Your CX
Clear communication is essential in government customer service, and plain language is a key tool for making messages accessible and engaging. By removing jargon and simplifying structure, plain language helps ensure that all audiences can understand and act on information. We spoke with Julie Clement, Principal and Owner of J Clement Communications, in our mostRead… Read more »
The Do’s and Don’ts of Delegation
Spooky season is officially here, but is there anything scarier than delegating tasks across your team? If you find delegation downright daunting, now’s the time to come out from hiding behind the desk and learn how to master this critical management skill. During our recent Supervisors Community of Practice virtual networking discussion, Sharon Swabb, CareerRead… Read more »
The Future of AI and CX
AI has impacted almost every facet of government services, with customer experience being no exception. In fact, agencies now have a prime opportunity to elevate CX. So, what does an AI-powered CX strategy look like? During the latest CX Community of Practice, Angy Peterson, Vice President of the Granicus Experience Group, offered insights into theRead… Read more »
Tips for Effective 1:1 Meetings
As a supervisor, one-on-one meetings are one of the most powerful tools in your toolbox. Yet, managers and direct reports alike tend to dread them. Why is this? When did one-on-ones get such a bad reputation? It’s time for a reset on these meetings. Below are a few key takeaways and the recording with JeanineRead… Read more »
How Empathy Can Improve CX
In virtually every aspect of life, a little empathy can go a long way. This is especially true when we think about how government agencies and their employees interact with constituents. Services, apps, processes, forms, and outreach — core elements of CX programs — can all be improved when approached with an empathetic mindset. ReadRead… Read more »
Engaging an Unengaged Team
As the dog days of summer roll in, you might notice your team being a little slower to respond, or maybe a bit checked out during meetings. This dip in engagement is quite common this time of year, but as supervisors, it is essential to manage and support the team’s productivity and output. So howRead… Read more »
Navigating Workplace Dynamics at Your Agency
Every agency’s workplace is dynamic. It’s unique to your organization’s values, processes, and, most importantly, personalities and perspectives. Navigating these internal dynamics can be tricky and downright stressful, but as a supervisor, it’s critical for you to lead your team effectively without succumbing to conflict or confrontation. Here are three quick key takeaways from thisRead… Read more »
New Approaches for Time Management
We’ve never been more distracted. Incessant notifications, emails, calls, pings, deadlines, meetings, and competing priorities make staying focused nearly impossible. Yet, as a supervisor, it’s crucial to manage these distractions while meeting team objectives. The key is to master time management. Much like our learning styles, there is no one-size-fits-all approach to managing our workloadsRead… Read more »
Creating a Community of Practice: A Way to Engage Like-minded Practitioners for Learning and Leading
Communities of Practice (CoP) are popping up everywhere in my agency. What seemed to me to be a novel approach to learning, sharing and leading, I have discovered is an aged old phenomenon that stems from learning theory. Cognitive anthropologists Jean Lave and Etienne Wenger coined the term “community of practice” when studying apprenticeships asRead… Read more »