REAL-LIFE PACT SUCCESS STORIES
HOW CAN PACT HELP YOUR ORGANIZATION?
CHECK OUT THESE CASE STUDIES OF SUCCESSFUL ORGANIZATIONAL DEVELOPMENT AND TRAINING INITIATIVES:
Long Island College Hospital wanted to become the most customer-focused hospital in Brooklyn NY. So, PACT was contracted to implement the Four R’s of Customer Service Initiative to the entire staff. PACT’s experiential training programs emphasized skills in communication, conflict management and individual integrity, and graphically demonstrated to participants how these competencies can lead to a positive customer service experience. The Initiative also included leadership training to give the leaders some practical skills in accountability and change management, and to help them work with the Customer Service Initiative. Throughout the process, PACT collaborated closely with the employees’ union, the hospital’s Patient Satisfaction Committee and the Strategic Planning Committee to shape the Initiative and monitor its progress and results.
PACT developed customized workplace violence prevention programs for the NYS Governor’s Office of Employee Relations and the NYS Office of Alcohol and Substance Abuse Services. The one-day training program focused on the causes and consequences of workplace violence, and gave participants the opportunity to practice their skills in defusing volatile situations. PACT then trained GOER and OASAS trainers both in program content and in PACT’s exclusive training technique so that they could implement the training all across New York State. After the five-day training-the-trainer program, PACT facilitators worked with the trainers on an ongoing basis to strengthen their training skills and help them deal with difficult facilitation situations.
Few supervisors face greater challenges than those working for the New York City Department of Homeless Services. So, PACT was called in to present a series of two-day Human Side of Leadership training programs that focused on the tools needed to be an effective leader – tools like communication, coaching and holding people accountable, conflict resolution, and giving constructive feedback. PACT also designed special programs for newly promoted supervisors to introduce them to their new positions and responsibilities. All of these custom-designed programs included PACT’s interactive simulation and other experiential training exercises.