celebrating transitions: skill sets for the new economy

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Celebrating Transitions: Skill Sets for the New Economy Dr. Cynthia Pilcher Dr. Kay Lynn Tettleton LSU AgCenter

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Building Hope Through Developing an Innovative Workforce Celebrating Transitions: Skill Sets for the New Economy Kay Lynn Tettleton, Ed.D, LSU AgCenter and Cynthia Pilcher, Ed.D., LSU Ag. Center In order to help workers enhance skills for transitioning into other jobs within a business or obtain employment in another business, LSU AgCenter Community Rural Development agents provide workshops to help individuals assume leadership roles and secure employment in times of transition. 10:45 - 12:15 - Monday July 27th 2009

TRANSCRIPT

Page 1: Celebrating Transitions: Skill Sets for the New Economy

Celebrating Transitions: Skill Sets for the New Economy

Dr. Cynthia PilcherDr. Kay Lynn Tettleton

LSU AgCenter

Page 2: Celebrating Transitions: Skill Sets for the New Economy
Page 3: Celebrating Transitions: Skill Sets for the New Economy

Goals for employees & employers in transition

• Develop skills for coping with changing economic environment

• Increase awareness of economic reality• Understand trends in retail trade• Explore technology as a business tool• See business from a customer’s perspective• Find ways to improve efficiency• Manage stresses at home and on the job

Page 4: Celebrating Transitions: Skill Sets for the New Economy

What is the Real Economic Reality?• Agri-tourism and Agri-tainment• Geographic differences• Global economy• E-commerce• Strip malls and shopping centers• Major malls • Gasoline prices • Misconception about competition• National name-recognition companies• Small businesses & entrepreneurs• Niche marketing & diverse merchandise• Service, service, service

Page 5: Celebrating Transitions: Skill Sets for the New Economy

Coming or Going?

Page 6: Celebrating Transitions: Skill Sets for the New Economy

Businesses and communities may need:

• Customer relations skills• Marketing savvy• Entrepreneurial know-how• Knowledge of regional history

Page 7: Celebrating Transitions: Skill Sets for the New Economy

Staying in Business

• Research shows that service is more important than price to 66% of consumers.

• 40% of consumers say service is poor, which reflects a need for improved customer relations.

• Businesses spend 6 times as much time and money on potential customers as they do on repeat sales, even though established business makes long-term profits possible.

Page 8: Celebrating Transitions: Skill Sets for the New Economy

The Bottom Line. . .

• Business creates revenue • Revenue supports infrastructure• Infrastructure attracts more business• Attitude of cooperation and collaboration brings

success to the business community• Quality of life for families improves• Business retention, expansion, & entrepreneurship

contribute to rural economies

Page 9: Celebrating Transitions: Skill Sets for the New Economy

Current Trends in Retail Trade:

• Customers desire the authenticity of experiences and service found in small businesses.

• With trends towards e-commerce, customer service skills become even more crucial for brick and mortar businesses.

Page 10: Celebrating Transitions: Skill Sets for the New Economy
Page 11: Celebrating Transitions: Skill Sets for the New Economy

Six Characteristics of Businesses That Work . . .

• 1-Look & act like a business• 2-Maintain attractive appearance• 3-Include local advertisement• 4-Keep in touch with customers• 5-Sponsor local events of interest• 6-Include some type of link to technology

Page 12: Celebrating Transitions: Skill Sets for the New Economy

Employee Influence on Business:

• Makes the first impression• Seizes the opportunity to inform the visitor• Shares the community amenities• Promotes other businesses• Develops community leadership• Attracts visitors to return for business or

pleasure

Page 13: Celebrating Transitions: Skill Sets for the New Economy
Page 14: Celebrating Transitions: Skill Sets for the New Economy

A customer :

• is the most important person in our business.• does not depend on us- we depend on them.• does not interrupt our work, but is the purpose of it.• is a person with feelings, emotions, likes and dislikes.• is not someone with whom to argue or match wits.• will bring us specific wants; it is our job to fulfill them.• is deserving of the most courteous and attentive

service we can provide.• is the life blood of our business.

Page 15: Celebrating Transitions: Skill Sets for the New Economy

Customer Relations:

• Definition – the art and practice of attracting and retaining customers through successful human relations

• Purpose: to increase shopping at home and retain local businesses

• Impact: potential to increase tax base, improve community communications, and promote tourism and income from outside sources

Page 16: Celebrating Transitions: Skill Sets for the New Economy

What? When? Where? How?

• Know your community• Remembering names• Communication• Handling complaints• Ethics• Marketing

Page 17: Celebrating Transitions: Skill Sets for the New Economy

Loyal Customers

• Over 65% of people who leave a business do so because they encounter poor service or perceive an attitude of indifference.

Page 18: Celebrating Transitions: Skill Sets for the New Economy

Customer Relations Workshop:

• Understanding tourism• L.A.S.T. method of customer service

(Listen, Apologize, Solve, Thank) Source: The Difficult Guest, Media Partners Corp.

• Team building• Communication skills• Community asset mapping

Page 19: Celebrating Transitions: Skill Sets for the New Economy
Page 20: Celebrating Transitions: Skill Sets for the New Economy
Page 21: Celebrating Transitions: Skill Sets for the New Economy

Feeling almost “trapped”?

• Information overload • Different sources of information• Different perspectives• Different cultures• Different expectations• Different opinions• Different personality types• Different types of conflict

Page 22: Celebrating Transitions: Skill Sets for the New Economy
Page 23: Celebrating Transitions: Skill Sets for the New Economy

Time Savers. . .

Turn off phones

Make Lists

Organize

Say “no”Plan

Begin today

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Page 26: Celebrating Transitions: Skill Sets for the New Economy
Page 27: Celebrating Transitions: Skill Sets for the New Economy

It’s up to you.

• Become informed about the economy.• Take an objective look at your business.• Use trends in trade and marketing.• Explore e-business and technology resources.• Think like a customer and adjust practices.• Get organized.• Seek ways to cope constructively with stress.

Page 28: Celebrating Transitions: Skill Sets for the New Economy

Dr. Cynthia PilcherArea Agent

Community Rural DevelopmentLSU AgCenter

Dr. Kay TettletonArea Agent

Community Rural DevelopmentLSU AgCenter