OpenText builds a high-performance culture for the long-term: Workshops on sales and customer service teach teams how to work under pressure

摘要

Describes how OpenText, an international enterprise-software company, wanted to align its expanding European business under a common framework, following a period of rapid growth, and so chose more than 100 employees to go through workshops focused on sales and customer service. Design/methodology/approach: Explains the reasons for the workshops, the form they will take and the results they aim to achieve. Findings: Details how the workshops combine one-page maps with structured coaching. Reveals that the maps allow users to "see" where they are now, where they want to be, and how to get there. Practical implications: Highlights the key components of the workshops: developing the right mindset, through mental preparation, to create resilience; acquiring the correct skill set to feel "in control"; and learning a framework to perform effectively in the real world. Social implications: Describes the acquisition of skills in managing pressure that will be useful in employees' personal as well as professional lives. Originality/value: Details a novel approach to the acquisition of customer-service skills.