Dialogbild_Continental_Leadership-Principles_01

EXCELLENT SERVICE

LIVE ILLUSTRATION FOR BADENOVA

130 top managers from Badenova participated in the live creation of a dialogue picture. Through exchanges with internal and external customers, Badenova, the energy service provider, developed a series of quality standards, called the 12 + 1 Standards. These standards were formulated through a process called The Employee Mission Statement and Customer Relations and officially presented by the senior management.
It consists of 12 rules concerning communication, punctuality, appreciation and engaged competent handling of customer requests. During the rollout all +1 standards were visualized. For each +1 standard Tom Becker (Dialogue Picture) created small cartoon sketches following dialogues with participants. These sketches were later developed into a complete dialogue picture. The event was moderated by Torsten Voller (Steife Brise).

Dr. Roland Weis
Head of Corporate Communication
Badenova AG & Co. KG

Here at Badenova there are two important things: We had already drawn up our customer relations guidelines following several internal discussions and workshops which were then visualized. In the next step we merged the dialogue pictures with the visualized guidelines of the company. They are now a central element of our communication measures. These Dialog Pictures achieve identification, translation and recognition and are therefore a much stronger communication tool than only the spoken or written word.

THE IN-HOUSE MAGAZINE "BADENOVA AKTUELL"

EXECUTIVE STAFF MEETING

DIALOGUE PICTURE

INDIVIDUAL SCENES

dedicated: I attend to the requests of both external and internal clients with responsibility and engagement.

competent: On the phone I distinguish myself by my professionalism.

sincere: When working with others I am respectful and professional.

sincere: I speak openly, directly and respectfully on all topics, even delicate ones.

dedicated: I react quickly and provide a prompt response to the requests of customers as well as colleagues.

dedicated: I answer the phone by the third ring. I am always available for both customers and co-workers.

competent: When taking orders or assigning duties, I communicate clearly and concisely.

sincere: When I use email, I adhere to the rules which guarantee clear, understandable and concise communication.

dedicated: I am always on time to customer appointments and in-house meetings.

competent: I keep to my word and make my appointments with clients.

sincere: I provide positive feedback, praise, and I celebrate success.

competent: I chair meetings and/or contribute to their efficiency and effectiveness.