Human Resources

The Delivering Excellence Summit is a new event open to those who have completed the Delivering Excellence programme*, those interested in joining the 2017 programme, and those of you looking to improve service delivery in your role. Designed around the needs of delegates, the summit provides networking opportunities, best practice sharing and real world inspiration: all key components of the programme.

The summit will be held at the John Pounds Centre (behind Portland Building) from 9am – 2pm on October 20. There are four parallel sessions running twice throughout the morning with guest speakers including Laughology’s Stephanie Davis, Leon Winston from Customer Service Excellence (CSE), David Adams from Portsmouth City Council, and Different Duck’s Rachel Crowther.

Please see the schedule for the event below. During the booking stage you will be asked which sessions you prefer to attend. We will try to accommodate your first choice however please be aware there are maximum capacities for each session:

 

Delivering Excellence Summit

Introduction & keynote by Stephanie Davis, Laughology

0900 - 0930


Parallels – Round 1:

1. Customer Insight with Leon Winston, Customer Service Excellence


2. Practical Process Delivery with David Adams, Portsmouth City Council

and Paul Brian, Information Services (University of Portsmouth)

 

3. Soft skills with Stephanie Davis, Laughology


4. Practical skills development with Rachel Crowther, Different Duck


0930 - 1100


Refreshment break


1100 - 1130


Parallels – Round 2:

1. Customer Insight with Leon Winston, Customer Service Excellence


2. Practical Process Delivery with David Adams, Portsmouth City Council

and Paul Brian, Information Services (University of Portsmouth)


3. Soft skills with Stephanie Davis, Laughology


4. Practical skills development with Rachel Crowther, Different Duck


1130 - 1300


Closing session


1300 – 1330


Lunch


1330 – 1400

 

Book your free place

 

For any queries about the event, please email desummit@port.ac.uk

*If you’re interested in joining the programme, please see details of the Delivering Excellence programme

1. Customer insight

Recognising customer needs, seeking input and feedback, identifying and focusing on key drivers, and delivering on customer suggestions are the main elements of the customer insight session.

Guest speaker Leon Winston is an assessor for the Customer Service Excellence award and is excellently placed to provide insight and experience on how to best recognise, meet and exceed customer needs. In this interactive session Leon will guide delegates through the process of identifying, recognising and reacting to the ever changing needs of our customers.

2. Practical process delivery

Stepping away from embedded processes, focusing on the customer throughout their journey and being brave enough to try something new are the themes covered in the practical process delivery session.

As a project manager for Portsmouth City Council, guest speaker David Adams has led on many high priority and high impact city wide projects affecting many elements of the Council’s provision. This session will demonstrate the processes necessary for these large scale projects, how those same processes can be used on smaller scale changes, and provide the opportunity for delegates to put them into practice.

This session will be co-hosted by Paul Brian, a Project Manager from the University’s Information Services department and facilitator of the DE Practical Process Delivery session for the 2016 DE Programme.

3. Soft skills

Identifying and utilising key skills for effective service delivery, recognising their impact and developing our ability to engage them, and making the most of our emotional intelligence will be areas covered in this soft skills session.

As a trainer who focuses on the psychology of humour and laughter, guest speaker Stephanie Davis from Laughology will look at neuroscience and positive psychology for understanding motivation, decision making and communication. Stephanie will provide an understanding of how to manage emotions for greater rational thinking and positive reframing using the Laughology humour toolkit FLIP as a cognitive tool. Optimistic thinking and language for leading and winning through challenges, increasing mental agility and emotional intelligence for flexible and opportunistic thinking about future events are other themes covered in this session along with developing creative thinking and problem solving skills for everyday challenges.

4. Practical skills development

Practical application of skills, impromptu situations and how to respond and confident communications are the main elements of this practical skills development session.

Training facilitator at Different Duck and Portsmouth graduate, Rachel Crowther, will be leading this hands on session, taking delegates on a voyage into the unknown. So if you fancy a magical mystery tour this is the session for you...