KT Facilitator

Ideal for senior engineers and managers with responsibilities for (major) incident management, escalation management, technical support, problem management, and continual service improvement. Anyone involved in behavior-change management, implementing the KT methodology.

• Learn a facilitation framework to Prepare, Engage, Document, and Follow-up
• Leverage the technical expertise of a team
• Keep the conversation balanced, driving toward a resolution, especially if tempers start to rise
• Effectively engage with peers and customers by understanding different communication styles

• Master the Process: Develop in-depth knowledge of KT processes, recognize its wide-reaching flexibility, and be proficient in the application
• Lead the Group: Learn to manage group dynamics, handle resistance, apply techniques for intervention, ask the right questions, stimulate creative thinking, and guide a group to achieving results
• Be Self Aware: As you develop, become aware of your personal style then learn to adapt and leverage this to accelerate the needs of the group

Clients who have adopted the Kepner-Tregoe implementation/facilitator model, have seen the following results:

• Shortened mean time to resolve/restore by up to 75%
• Reduced escalation rate by 40%
• Improved customer satisfaction to 90% and above
• Reduced backlog by 42%

Candidates must have previously attended a KT workshop matching the Kepner-Tregoe process they want to facilitate.

“The KT process provided a common approach and helped sift through tons of data, taking the emotion out of decision making.”

— CEO, Consumer Products Company

Please fill out the form to receive a brochure for this class