Elevate Playbook - loop

Playbook

Elevate

Contents Welcome to the Elevate Playbook

Welcome to the Elevate Playbook

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Elevate

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From Our Leader

Our History our People NSW Railways Timeline Our History, Our People

This interactive playbook has been designed to support your Elevate learning journey. Use this playbook to build on your insight to deliver great customer experiences and reflect on opportunities you can own to elevate the way you do things now. The ideas, stories, and experiences as part of Elevate will guide you to: • Embrace the 6 Customer Service Principles • Reflect on how we connect our customers’ whole lives as they move across our network • Build a deeper understanding of what our customers value • Use technology and apps to enhance the customer experience • Apply new skills to create memorable moments for our customers We encourage you to challenge yourself and continue looking for opportunities to put the customer at the centre of everything we do to create positive memorable moments.

Promise and Principles

Customer Promise

Customer Service Principles First Impressions Count Friendly and Ready to Help

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Communicate Clearly

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Find a Solution

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Share Your Knowledge

Work Together

Evolving Customer, Evolving Transport

Transport

Customer Feedback

Our Customers, Our People

Our Customers

Empathy and Empathy Mapping

3 M’s: Customer Service Mood, Mindset, Memorable Moments

Mood

Mindset

Memorable Moments

Sharing Knowledge Customer Experience Customer Scenarios

Moving Forward

My Elevate Commitments

Post Workshop

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Elevate

From Our Leader

Welcome

We begin every day with a promise–to put the customer at the centre of everything we do and we know we can only do this if we have our people at the heart. We value your experience, knowledge and commitment and know you have the best insight when it comes to delivering great customer service. As the way we live, work and travel evolves, so do customer expectations. We’re keen to provide you with the tools and skills you need to keep ahead of what our customers expect–a way to create memorable moments by bringing the Customer Service Principles to life. Elevate is an important part of the Customer Promise. It’s filled with your ideas, stories and experiences for elevating customer service. Elevate is an investment in you, our people, to keep learning and growing professionally and personally so you can take your customer service skills to the next level. It will give you greater confidence to put those skills into practice on every shift and beyond.

Watch the Elevate introduction animation

I am excited to welcome you to Elevate. I’m sure you’ll find it a fun, engaging and dynamic learning experience. Moe.

See what our people are saying about Elevate...

Maureen Clark Head of Service Experience

Visit the Elevate Resource Hub!

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Our History, Our People

years 165 +

years 165 +

NSWRailways Timeline

On 10 December 1831, the Australian Agricultural Company officially opened Australia’s first railway, located at the intersection of Brown and Church Streets, Newcastle. It was established as a gravitational railway for coal.

Great advice from your colleagues...

Our People

We trust that we are better together. Our best ideas come through consistent and ongoing collaboration. Elevate has been co-designed for you by you. Today is all about you, because we all know our people are our greatest strength and it is important we continue to invest in your ongoing development and future.

For us to continue to elevate our customer service experiences we need to continue working together as one and “placing our people at the heart.” Let’s meet some of your colleagues and hear some of the best advice they have received to provide a great customer experience.

On 26 September 1855 , the first passenger railway line in NSW opened from Sydney to Parramatta Junction, which was located just west of present- day Granville Railway Station.

To find out more of our rich history visit:

There is a rich 165-year history within NSW railways and public transport. The future of transport is becoming multimodal, and you are key to this future.

History of the NSW railways | Transport for NSW

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Promise and Principles

Service

Values

Capability

Empathy

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Putting our customers at the centre of everything we do to create positive memorable moments is central to the Customer Promise. We connect our customers’ whole lives as they move across our network — whether by train only or by using various modes in our Transport family. Our people at Sydney Trains are the face of the network as customers move across our vibrant city using modern, clean, easy to use multi-modal transport services. We ensure that customers arrive at their destination safely, on time while enjoying their experience with our up-to-date trains, and friendly and knowledgeable staff. Our Promise We will put our customer at the centre of everything we do. Our Goal Our customers will know and feel they are at the centre. Our Plan Our people will know they are at the heart of putting our customers at the centre and they will live our Customer Service Principles by delivering memorable moments to customers during their simple and connected journeys every day.

Customer Promise Introduction

Customer Service Principles The Customer Service Principles are our guiding light for customer service at Sydney Trains. While the principles were introduced around 10 years ago, our world has changed significantly so our principles are refreshed to make them relevant for 2022 and beyond. Defining our customer service principles empowers us to live the principles each day.

To find out more, visit:

Customer Promise (sharepoint.com)

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How tomake yourself more approachable Take a look!

Simply click the icons to find out what each principle means and what we do, say and look like to live each customer service principle every day.

Click the icons and watch the videos to find out more:

7 psychological tricks to make

Connecting with customers through Empathy

a good first impression

Customers see me as a well-groomed professional who takes pride in their appearance and the presentation of the station and precinct. Our first impressions are essential for good customer service. Tidy and neat personal presentation and clean and tidy precincts help make a great first impression to customers. When we prepare for work, we should ensure we wear the correct Sydney Trains uniform items for our role. Our uniform should be neat and tidy with no holes, tears, or stains. If the condition of items is poor, order replacement items within your allocation. First Impressions Count

Friendly and Ready to Help

I am happy and confident, and customers immediately feel they can approach me for help.

Click the icon

Click the icon

Similarly, ensure your premises look smart and clean–make the entrance look inviting and appealing and check your signage and facades to turn heads for the right reason. Clean up rubbish and windows frequently so the area looks clean and maintained. A simple way to make a First Impressions Count is to use a greeting–just say hello or good morning and make eye contact to customers passing through.

Our face, our posture and our tone help us engage with customers. Together they demonstrate to customers our readiness to be

We need to be visible, available, and welcoming to customers. This means being out and about in the busiest customer areas of stations, especially during peak times. We are constantly on the look out for opportunities to help customers, in particular as customers transit to and from other modes. We might approach customers proactively when they look unsure and offer assistance.

close and to safely engage. A face that is open, smiling

and turned straight toward the customer is a face that says, I feel safe and ready to be close to, and engage with you.

Refer to the Uniform Guide to help you make a First Impression Count.

Watch the video above to find out more about how to make a First Impression Count.

Watch the video above to find out more about how to be Friendly and Ready to Help.

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The recipe for great communication

Communicate Clearly

Clarity

Listen

Have you ever thought of what it would be like to put yourself in another’s shoes? Effective communication revolves around seeing things from the point of view of others. Try not to be judgemental or biased by preconceived ideas or beliefs. Keep your emotions in check to enable you to better understand the emotions of others. If appropriate, offer your personal viewpoint clearly and honestly to avoid confusion. Speak with direction and confidence. If you are unclear or uncertain, others may not listen to you. If you are communicating to a large group, prepare in advance so you know exactly what to say and stay focussed on the key messages. This will ensure that you stay focused and do not miss anything important. The same applies if you are giving direction to others on tasks to be carried out. Clear and concise communication is essential to ensure colleagues understand what is required. Empathy and Understanding

Effective communication isn’t just about delivering a clear and concise message. Good listening is integral to communication; it’s all about exchange. Focus on the message being received, which means listening not only to the words being spoken but how they are being spoken and the non-verbal messages sent with them. Listening can also help ensure you know what everyone is thinking.

Customers understand what I say and have their questions answered respectfully, in a friendly way.

Click the icon

To communicate well, we need to listen and understand before we respond. With customers, we need to give them our full attention so we can hear key words, topics and the information they need. When we respond, we acknowledge customers come from diverse backgrounds. We keep it simple and avoid complex language and railway jargon. We use language appropriate for the age or culture of the customer. Make sure customers can hear you and check they understand what you say.

Be friendly and warm when speaking and avoid interrupting or talking over them, even in challenging situations or when receiving a complaint. Your body language helps you communicate clearly. Use simple nods, eye contact and facial expressions to show you are listening and build rapport. Use hand gestures to emphasise directions. When we communicate clearly, we build trust and customers know they are at the centre.

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Find out more about Empathy on page 23 and 24.

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Watch the video above to find out more about how to Communicate Clearly.

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We make a

6 skills needed to solve any problem

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Find a Solution

If you are unsure, ask a colleague for help, and learn from their response.

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We then apply our knowledge and expertise to the problem. To do this, we need to know about common options and local solutions for customers. We need to know our network and community and offer advice confidently so customers can continue their journeys. Sometimes reassurance is all that is needed. Use positive statements and helpful behaviours to ensure customer needs are met. Offer physical assistance if this helps a customer on their journey.

When customers’ problems are solved, it gives them extra confidence in taking their journeys.

Click the icon

To find solutions, think like a customer. To do this, we need to put ourselves in the shoes of our customers. Understanding what they need in the moment is critical to great customer service. Understanding a customer’s problem is important –ask questions if you are not sure or it is unclear. Clarify what they need and confirm this back to them to ensure you understand.

“So, you are trying to do x… Let me help you”

Key Points

Listen to the customer and showgenuine empathy.

Offer a solution and give options whenever possible.

Follow upwith the customer.

Assess the situation.

Deliver the solution.

Reflect and address issues tomake improvements.

Ask for the customer’s needs and preferences.

Ensure that the customer is rewarded with the solution.

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ETEC510: Organisational Knowledge Sharing Practices

We must be experts on our stations, precincts and network. We are responsible for building our own knowledge and we do this by being curious and engaging in learning opportunities. Staying up to date with changes helps us build knowledge. Today’s customers rely on apps to plan and manage their trips, as well as find locations and other information. Technology is critical to good customer service. Take time to familiarise yourself with common apps such as the Opal app, NextThere and Google Translate so you can use these tools quickly to service customer enquiries. Customers and colleagues trust my advice, and are surprised by my knowledge of the station, precinct and modes. Share Your Knowledge

More customer journeys are multi modal. Our directions are not just about trains to catch but other transport options as customers seek seamless journeys. Knowing about other modes is now a core requirement of our work. When we have knowledge, it is important to share it with customers and colleagues.

For customers, it means not only providing detailed and accurate responses to their enquiry but also showing customers how they might help themselves next time they face a similar situation. Guiding them through an app or taking time to show them directions on a map are important ways to share your knowledge.

Click the icon

7 benefits of sharing knowledge Key Points

Find better ways of doing things.

Retain knowledge.

Build a community and learning culture.

Enhance the feel-good factor.

Create better customer experiences.

Connect remote employees to knowledge.

Collaborate and build collective knowledge.

Watch the video above to learn how you can Share Your Knowledge.

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Visit resources such as: iPhone Apps for Customer Service.

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6 benefits of teamwork in the workplace

Sydney Trains success depends on how well we communicate and handle responsibilities together as a team. Teamwork provides us with an opportunity to bond and improve our relationships with each other. Collaboration helps solve difficult problems and we need to respect that every team member has something special to offer. By working together, we feel a strong sense of belonging and deep commitment to each other and the common goal. Today, this collaboration needs to extend across locations and modes. We work as one team in the Transport family and find opportunities to build relationships with colleagues, across all teams, modes and in our local communities. This ensures we build a vibrant station and precinct. Work Together We work as a team to deliver consistent and seamless services to customers.

When we live the Customer Service Principles consistently we provide great customer service.

Click the icon

“At our core, I treat customers and colleagues with respect. I offer support, especially in tough times, and go above and beyond to deliver a seamless service to customers. I recognise we all have important roles to play at our stations and precincts.” Teamwork allows each member to build on other people’s ideas and ways of seeing things. You are not limited by your own perceptions of reality and your own way of thinking. Combining ideas and different ways of thinking leads to better solutions and allows for the introduction of new ways to uplift customer service.

Sliding scale representing how often you are providing great customer service.

Teamwork is the key to success!

Think where you rank.

Are you providing great customer service and providing memorable moments for our customers constantly?

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Watch the video above to find out more about how to Work Together.

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Customer feedback covers many topics

Evolving Customer, Evolving Transport

Transport

Future Transport 2056 outlines six state-wide principles to guide planning and investment. These are aimed at harnessing rapid change and developing new technologies and innovation to support a modern, innovative and resilient transport network.

Customer Feedback

Customer feedback helps us understand customer needs, expectations and what they value. It supports us provide customers with exceptional service and identify areas for improvement. Mystery shoppers observe and measure customer interactions through assessing aspects of customer service while travelling around the network every day. Mystery shoppers provide feedback by location and roles, such as Transport Officers. We also ask customers for feedback through an online survey called the Customer Experience Management Program (CXMP). Customer feedback is available through dashboards which help us analyse what we do well and where we need further focus.

We need to be fit for the future as technology is moving at a rapid pace, and the options for our customers are increasing . We all appreciate that the way of the world changes day by day not in years anymore. Customers are expecting clean trains and frequent services. What sets us apart is you.

So, what are our customers saying?

View a selection of real customer compliments and complaints used in the Elevate workshop.

Click to open

Our 10 Year Blueprint from TfNSW Staff

Explore: How do the words make you feel? What Customer Service Principle could have been used to improve the customer experience? Click below for more information:

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Click here to read more

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Customer Satisfaction Index | Transport for NSW.

Guiding principles | Future Transport (nsw.gov.au)

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Our Customers, Our People

Our Customers

We have data that tells us what our customers are saying and feeling. But who are our customers? There has been a lot of research into who our customers are so we can best understand their needs and ensure that we can provide consistent quality customer service for all our community.

Customer Personas

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It’s interesting to think about the personas we might fit into and the customers we deal with the most.

Transport for NSW customer research has identified 7 ‘customer’ personas based on: • Common traits they have in how they use or don’t use our services • How they feel about public transport and their demographics

Click to learn more

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When you show deep empathy toward others, their defensive energy goes down, and positive energy replaces it. That’s when you can get more creative in solving problems .” –Stephen Covey

Empathy vs Sympathy

Watch this video to see the difference

Empathy and EmpathyMapping

Why can empathy be challenging?

Understanding our customers’ needs and expectations is an important clue in providing great customer experiences. During the Elevate workshop we explore Empathy Mapping to help us best

Empathy maps can be helpful when: • Elaborating on a customer’s persona • Capturing behaviours when interviewing a customer

It can be difficult to empathise when each person has their own values, cultural understandings, backgrounds, and perspectives. The next time you are supporting a customer who you find it difficult to empathise with, challenge yourself to keep the customer at the centre. You will find that empathising and putting yourself in someone else’s shoes:

• Improves communication • Strengthens working relationships • Boosts creative thinking • Enhances customer service

• Building out the ‘customer’ in a relevant ‘realistic’ story

understand our customers. Empathy maps can be used whenever you find a need to immerse yourself in a customer’s environment.

What is empathy? Empathy is the ability to understand someone else’s feelings and experiences. Being empathetic can allow you to understand someone else’s perspective, strengthen your ability to connect with others and help you to develop a broader view of the world.

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Empathy is about standing in someone else’s shoes, feeling with his or her heart, seeing with his or her eyes. Not only is empathy hard to outsource and automate, but it makes the world a better place.” –Daniel H. Pink

This also allows you to better understand that your actions

impact other people, which can lead to more productive conversations, especially when interacting with people with different backgrounds and perspectives.

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How our emotions affect others | Social Contagion Theory and more.

3M’s: Customer ServiceMood, Mindset, MemorableMoments

Click

Customer Service

Mood

Mood

Great customer service begins with a customer-centric mindset. Sydney Trains has a strong, rich history and culture investing in their people and communities -which are continually evolving. We are committed to continue placing:

Mood is a major contributor in our ability to engage with others, put situations into perspective and respond in a meaningful, professional, and empathetic manner.

The 3M’s

Memorable Moments

Mindset

Your mood can have a significant impact on your interactions with your friends, family, teammembers and customers. When we think of mood contagion we often think of negative moods, yet positive moods can also be contagious. When you are in a positive mood you will have a surplus of mental and emotional resources. When you are in a negative mood you will have a shortage of mental and emotional resources.

‘ Customers at the centre of everything we do’ and our ‘ people at the heart ’

The customer service mindset isn’t just solving problems for customers, it’s about putting the customer at the centre in what we think, feel, say, and do every day. It’s about creating a memorable moment experience. To meet our customer needs and expectations we need to focus on four factors - what we think, feel, say, and do every day.

Is your cup empty or full? The importance of self-care

Click

To achieve our purpose of putting the customer at the centre in what we think, feel, say, and do every day we are going to focus on three critical areas:

The Elevate toolkit includes clear, simple customer-friendly language to create memorable moments.

What are your triggers?

Emotional triggers , also called mental health triggers or psychological triggers, are things (e.g., memories, objects, people) that spark intense negative emotions. This change in emotions can be abrupt, and in most cases it will feel more severe than what the trigger would logically call for.

The key is to be self-aware, to reflect on the mood you are in, recognise the trigger for your moods when they are both positive and negative, and work out how you can coach yourself to bounce back when in a negative mood.

• Mood • Mindset • Memorable Moments

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Creating a PositiveMood

If we can consistently build a more positive mood throughout the day, we will have a more fulfilling working experience, project a positive energy, and be a cheerful presence for our customers. Power of a smile –think of the benefits you get personally from smiling and demonstrating a positive mood. You will feel it being reciprocated which in turn makes you have a much better day.

Rather than your paycheck, this is the emotional currency you can take home at the end of each day. You are in control of how you think, what you say, how you feel and what you do. You have the power to make choices–you are in control of the choices you make and actions you take, which in turn will impact the situation, your mood and mindset–and help you to bounce back from situations. Remember this doesn’t have to be big–often it is small choices that can make big shifts.

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Check out these resources

13 Most Popular Gratitude Exercises and Activities

Reducing Stress Through Deep Breathing

Small Ways to Practice Self-Care in Difficult Times

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How do we build a curious mindset? Active Listening

Mindset

Mindsets are an important means through which we process and re-process the events of our lives. That matters because our processing ultimately shapes our emotional experience. A strong mindset is what allows you to stay focused on your intentions, instead of negative thoughts. Your mindset impacts on many vital aspects of your life such as achievement and sustaining success, learning capabilities, problem-solving skills, relationship, health, generation of ideas, and much more.

Active listening is a way of listening and responding to another person that improves mutual understanding. It is a helpful technique to defuse difficult situations and seek solutions to problems. To live the Customer Service Principles of ‘Find a Solution’ and ‘Share Your Knowledge’ we need to make sure we are solving the right issue for our customers. To help us to stay focused on the customer these are some useful tips: Be present • Remove distractions • Centre yourself and focus attention on the customer • Stay relaxed and keep an open mind (even with the pressure of time) Acknowledge and paraphrase • Repeat back key points you heard. • Show interest with your facial expressions, head nods and open body language Clarify using effective questions (often 1-2 questions deep gets the customer a better result) • Open questions to gain information and build connection

What is your mindset?

When we truly understand the customer, we can anticipate their wants, needs and communication preferences, create meaningful experiences, and build lasting relationships with them.

In TELL mode, we have a mindset of ‘I am right’ . Our goal is to ensure that the c ustomer understands my point of view , which means that we spend a lot of time in confirming and defending our perspective.

In ASK mode, we display an ‘I am curious’ mindset and our goal is to ensure that the customer believes they are heard and understood. We spend more time asking questions and listening to understand, which builds more memorable moments for our customers.

Our mindset will inform our behaviours which impacts the customer’s experience.

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How to frame message • Frame the message around the customer identity • Think what matters to them • What they need to know or do to continue their journey How to use language customers understand • Use plain English • Choose words and expressions that are ordinary and familiar • Remove jargon, including operational and technical words • Avoid overly formal words and clumsy sentences • Don’t use language that alienates, discriminates or is culturally inappropriate What we say and the language we use is an important factor in creating andmaintaining a customer-centricmindset.

Five Ways to Create a Customer Focused Mindset

Mindful Apps

Try one these apps to help you be more mindful:

Don’t forget our partnership with:

Communicatingwith Customers

How to be engaging • The combination of active voice and

Communicating clearly and simply helps customers understand information quickly–the first time they read (or hear it). It allows customers to get the information they need, understand it easily and act if they need to.

Sometimes people think plain simple communication strategies ‘dumbs down’ complex information, but this isn’t so. Clear communication is about communicating to your reader or listener in language they understand, whether they are specialists, colleagues, or members of the public.

first/second person language can make messages sound more energetic, engaging and reassuring, and less detached • Favour ‘active voice’ over ‘passive voice’ to add clarity and energy • Favour active voice and first/second person language

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What language to use Use first-person and second-person language to sound more familiar and direct.

To inspire confidence • Be attentive, courteous and sincere, but avoid the word ‘ sorry’ and use ‘apologies’ sparingly –being overly apologetic doesn’t inspire confidence and can sound passive, reactionary, and like an admission of fault. • In the case of major delays or disruptions –where Sydney Trains or Transport for NSW may be considered at fault, and where there are significant impacts on customers –consider adding ‘thank you for your patience’ or ‘we apologise for the delay’ to ‘live’ announcements only, acknowledging the inconvenience. • Minimise pleasantries and apologies generally, as overuse dilutes.

First person • Use ‘I’, ‘we’ or ‘our’, rather than ‘ Sydney Trains ’ (third person).

Second person • Use ‘you’ or ‘your’ (rather than ‘customer’). • Address the person not their label. To strike the right tone The public transport brand tone of voice sums up the personality we want our organisation and our staff to project with all our customer communications. We want to be perceived as: • Friendly and attentive. • Contemporary and informed. • Confident and reliable. • Empathetic but not apologetic.

Be sure to apply our brand tone of voice like a filter over all the messages you craft and deliver.

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Sydney Trains has run extensive research with customers to find out exactly what makes memorable moments. From this we know what they want to see and hear from us.

To create memorable moments, we need to pay attention to our body language, our tone of voice and the words we use, as these three areas contribute to 100% of our message.

MemorableMoments

MehrabianModel

In our personal lives, we may frequently go the extra mile to ‘surprise and delight’ people we care about. However, at work, these instances are rarer and almost never expected, which tend to be very transactional; for example, “Where is my train?”-“It is on platform 4.” While most customers only reach out to our customer service team if they have a problem, it is important for customers to feel that they’re important and we genuinely care about them every day.

Visual

Verbal

Vocal

How you look Friendly and approachable

Language used Positive language Easy to understand Absolutely … I can … Short sentences

The way you say it Genuine Positive Professional Clear

Make eye contact Clean and pressed uniform

A memorable moment is the difference between 7/10 and 9/10. It’s going that little bit further, an unanticipated action that the customer was not expecting . If we can just incorporate these memorable actions 1-3 times daily, we trust you will be more fulfilled and satisfied with your daily activities and t he day will go that little bit quicker!

Energy Volume

Be visible Gestures

Pace Calm Enthusiasm

Genuine smile Neutral stance Nod and/or wave

Be sensitive Happy to … Clear options

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What is Customer Experience?

What we say and do, regardless of our intentions, can impact people in so many ways, especially when we are not aware of the social implications. If you say something or do something that negatively impacts on someone, it’s important to consider and reflect why that person might feel that way. That’s how empathy works. We should mind the gap between our intent and the impact. Intent vs Impact

Transport Staff Most Memorable Moments

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Sharing Knowledge

We are keen for you to utilise all your great experience and add ‘new’ learning from today to put into daily practice. In the Elevate learning hub we have created some interactive activities for you to refresh, reflect and hone your customer service skills.

Customer Scenarios

Customer scenarios are a set of activities designed for you to practice your skills and determine if a customer would respond with a compliment or complaint. We want you to: • Gather all your learning from today (including drawing on the 6x Customer Service Principles) and bring it to life. • Demonstrate how you will continue to create lasting memorable moments with our customers. • Push and encourage each other to be the best we can be and inspire each other to shine. We are looking to elevate ourselves and each other –to ensure that we provide the best daily customer service experiences across Sydney Trains.

How are we connecting with our customers?

Try the 2-minute customer challenge – choose a random card and solve the customer’s enquiry identifying where you can provide a quality memorable moment. Remember, it doesn’t have to be a long interaction to make a customer feel valued. (Ask a colleague if they would have solved it the same way.)

Click to open

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Moving Forward

My Elevate Commitments

PostWorkshop

Learning is a bit like building muscles … if you don’t use it, you lose it.

The Elevate Commitments are just two small actions you have chosen to help you elevate the way you do things now. Once you have mastered these (and they have become part of your daily life), challenge yourself with a new commitment. Don’t forget to check in with your Elevate buddy.

The Forget Me Not app is designed specifically to help you retain and build on your learning. And, you can do it in five minutes a day right on your phone. Three top tips 1. Make Forget Me Not a daily habit. We’ve all tried to break a bad habit, but what about making a new habit? The best way to make a new habit is to link the action to an existing habit. Here are some great times to do your Forget Me Not questions: • On the train to work • With a coffee • At the start of your shift 2. Make it social. Science tells us that learning a little every day is one of the top ways to learn. Another great way to learn is by making it social. Do your Forget Me Not questions with a buddy or talk about the questions with a friend or with your team. 3. Personalise the Forget Me Not app. You can personalise the app by clicking Settings in the bottom right of the app. You can change the effects, notifications and reminders to make sure the app works for you.

• You and your buddy will support each other in

• You and your buddy will support each other’s wins, validate, encourage, and congratulate each other when you maintain your commitment.

meeting and sustaining the commitments made today.

• Do not focus on when it has not gone so well – offer

suggestions about how it can be improved in order to support each other on our journeys.

“

Education is the passport to the future, for tomorrow belongs to those who prepare

for it today.” -Malcolm X

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Thank you.