Monday, November 8 | 9 am - 4 pm

(six- hour, full-day class)

Lunch break is from 12 - 1 pm | Brief breaks every hour | Open Q&A

D1) High Performing Teamwork and Customer Service Excellence

 Presented by Tim Schneider, Aegis Learning and Kelley Reynolds, Aegis Learning

Class Description:

Teamwork and Team Performance is a program designed to maximize a group's ability to work together towards common objectives and to reduce and eliminate some of the barriers to successful teamwork. The program will focus on an individual's ability to work within a group and a group's ability to solve problems, provide feedback, and communicate effectively.

All of the dynamics of successful teamwork is covered and learned in Teamwork and Team Performance. Sharing rewards and recognition, being accountable, using creativity, subordinating personal agendas and ideas, creating trust and demonstrating respect are core principles included in this participatory program. This program is about getting more done, getting it done better, and achieving a greater level of satisfaction in team performance.

Teamwork and Team Performance provides great skills for groups and individuals to improve their ability to work together and achieve greater levels of organizational success.

Customer service is the core of any public or private sector organization and has dramatic impact on image, loyalty and internal relationships. Customer Service Excellence explores the key skills associated with great service including personal customer contact, telephone greetings and etiquette, use of courtesy, customer expectations and characteristics of great service providers. The program also examines the importance and value of great service and what impact it has on both a personal and organizational level.

Learning Objectives:

  • Recognize and work through the symptoms of poor teamwork.
  • Learn the ten keys to successful teamwork.
  • Improve communication between team members, recognize differences in communication style, and accommodate those individual differences.
  • Enhance trust and respect among team members.
  • Develop comfort with providing peer-based feedback to team members.
  • Understand team and group dynamics related to evolutionary and growth stages typical in a team environment (Tickman).
  • Improve the ability to be accountable for group actions and provide solutions with maximum input.
  • Produce enhanced results in both volume and quality from working together.
  • Enhance service levels to all stakeholders.
  • Improve customer service via the phone, in-person, and writing.
  • Delivering consistently excellent service.

Target Audience: 

  • Building department and code team members and building officials. 
  • All municipal team members.

Level of Expertise:

  • Any and all welcome and will learn something from this course

About our Presenter: 


Tim Schneider is the founder, president and lead facilitator for Aegis Learning.

His mission, in total alignment with Aegis Learning is “Dedicated to Your Success”. Tim brings passion, heart and 25 years of successful experience to all leadership development projects, customer service initiatives and while building high performance teams. Tim is one of the most sought-after and in-demand speakers, training facilitators and individual development coaches in the United States.

Tim is the author of LeadWell-The Ten Competencies of Outstanding Leadership, Beyond Engagement, and A Heart for Leadership. These high impact books are about leading the right way and creating an organizational culture that is both healthy and successful. His works have been featured in many business and professional development publications and he is one of the most sought after speakers, trainers and coaches in the United States. Stylistically, Tim brings unparalleled commitment and enthusiasm to each engagement and works hard to make sure all participants not only learn but have fun along the way.

Personally, Tim makes his home in Las Vegas, Nevada with his wife Lynn, Zach and Nalah the rescue kitties, and Sydney the Corgi. He is the father of two grown boys, continues a life-long love affair by playing men’s league baseball and enjoys any outdoor adventure.

ICC Preferred Provider Program Continuing Education Credit (ICC PPP CEUs):

OBOA is an approved International Code Council (ICC) Preferred Provider. The Preferred Provider Program recognizes and promotes ICC-approved educational offerings as they relate to codes, standards and guidelines, as well as building construction materials, products and methods. ICC certificate holders may obtain ICC CEUs from Preferred Providers that can be applied toward the renewal requirements of ICC’s certification program. It is the intent of OBOA that all classes offered at institutes will be approved for the Preferred Provider Program.

ICC PPP Approved Course | Course# 29919 | 0.6 CEUs

An ICC CEU is a continuing education unit; each 10 clock hours of continuing education equals 1 CEU. Our typical one-day seminar has 6 hours of instruction, or 0.6 CEUs. Credit is awarded for a variety of activities wherein the objective is achieving relevant professional knowledge beyond that required for initial certification. Participation in all OBOA courses are approved for International Code Council (ICC) certification renewal continuing education credits as noted for each class. Please check with your appropriate jurisdiction and/or institution regarding your specific continuing education credit needs.

Return to 2021 OBOA Virtual Fall Institute Home Page