MOMENTS OF INSPIRATION

“Evolution of Leadership to a New Horizon”

by Chery Cran of TMI-TACK Canada

Cheryl began her keynote by having participants escape from handcuffs to emphasise that we need to remove the mental shackles we have about successful leadership. Introducing her new book “Leadership Mastery in the Digital Age” Cheryl stated that to develop Leadership Mastery, leaders will have to balance how they adapt to rapid change in the new digital reality as well as inspire their teams to collaborate and innovate within a culture of commitment and engagement.

Cheryl showed a video which demonstrates how Zappos has become a more innovative and agile organisation that balances these two challenges. She said afterwards that all change requires energy and that Dr. Donald Epstein discusses

this in his book “Pain to Progress” introducing us to the notion of “Energetic Intelligence”.

Cheryl navigated participants through the “4 levels of Leadership Awareness” – Personal, Blame, Learn and Share. She then went on to talk about Super Energy Rich situations followed by a second video showing just how this can manifest in our relationships with others.

“Service Recovery:The Gift that Keeps on Giving”

by Janelle Barlow of TMI-TACK USA

Janelle provided participants with a fascinating insight into what has been happening in the world of complaints. In her books she referred to how basic research on customer complaint behaviours hadn’t changed much in the last 20 years.

Now research is being done all over the world and is more subtle, sophisticated and modern. Janelle went on to introduce us to two concepts that relate to latest thinking about complaints, those of Justice/Fairness and Consumer Revenge Behaviours/Retaliation.

Janelle explored how fairness is deeply ingrained in our psyche and went on to show a TED video that demonstrates this concept. Using a technique of audience participation she asked pertinent questions relating to the two concepts of fairness and consumer retaliation in conjunction with complaints.

“Creating a Quality Revolution in Your Business”

by Conor O’Connell of TMI Ireland

Conor offered participants a passionate overview of the TMI Human Side of Quality concept, focusing on how Personal Guarantee (Personal Quality) and Reaching for the Stars (Team Quality) are extremely valuable tools for helping organisations focus on what they need to do well and right first time.

The view that Quality as a concept has had its day, is both a false and redundant assumption. Organisations all over the world are being energised and enthused about how it helps them to focus on getting the detail right for their Customers and their other Stakeholders. Conor went on to demonstrate how Quality plays a huge part in any organisation’s success and transformation by delivering key concepts and

messages.

MOMENTS OF CELEBRATION

Reynard Praharsa of TACK Indonesia as Winner of Consultant of the Year Award

Rey’s contribution in building relationships with high profile clients, know-how

rejuvenation and great internal team building has significantly advanced TACK Indonesia after joining 4 years ago from one of the major consulting houses. His tenacious, intelligent and inclusive approach has resulted in key breakthrough projects with what are now major clients.

Rey’s ability to build genuine long-term trust, demonstrate capability and deliver sustainable results have been the hallmark of his work. Due to the robustness of his solutions, Rey regularly finds himself returning to clients to take on new and exciting briefs – the true measure of a truly sustainable learning partnership.

Junny Buryanto of TMI Indonesia as Finalist of Emerging Young Talent of the Year Award

Junny joined TMI Indonesia 2 years ago having previously spent 3 years working in an automotive dealerships in various cities. Junny is a dedicated facilitator when preparing, delivering and following up on a program or with her participants. She cares about their learning and development and has been creative in adapting learning program designs to more closely meet Customers’ needs.

Junny has been hugely influential in the success of several high value projects being the preferred facilitator due to her commitment to the project and personal quality of her work. She has also worked with other facilitators to improve team performance and deliver outstanding results.

MOMENTS OF CONTINUOUS LEARNING

An important component of TMI’s and TACK’s uniqueness is the wealth of innovative ideas, inspiring initiatives and breakthrough developments generated in a vast number of countries where we have local presence. Every year we always aim to take advantage of the remarkable global talent we have and utilise it to build on the competency of our people.

This year we go for more in-depth coverage on the topics covered in our TACK-TMI Bootcamps, Trainings and Certifications:

“Selling the TMI Customer-Centric Culture Value Proposition” by Sally-Ann Huson of TMI International

“Quality Culture Learning Suite” by Conor O’Connell of TMI Ireland “PEQM: a Uniquely Powerful Development Tool” by Neeta Mohla of TMI-TACK India “Selling the TACK Sales Value Proposition” by TACK UK Sales Developer Team “Sales Mastery Learning Suite” by Simon Broom of TACK UK “Empowered Leadership Course” by Simon Napier-Munn of TACK UK “Leaders Taking Ownership of Safety and Health Learning Suite” by Chris Altmikus of

TACK-TMI Switzerland “Coaching Conversations that Get Results Learning Suite” by Viktor Haimov &

Laurence Treille of TACK-TMI Switzerland “Mindfulness Workshop” by Danilo Simoni of TACK-TMI Italy