In addition to observation and feedback, mini-classroom sessions are conducted with a cross-functional group of employees. The primary purpose of these sessions is to get employees to talk about behaviors that do not work for the customer. Employees are also asked to identify behaviors that do work and choose ones to which they are willing to commit.
The WPEX coaches do not try to impose changes, but instead, get the employees to identify the changes, thereby making them part of the solution. This also contributes to overcoming their natural resistance to change. Another benefit that arises from employee involvement is teamwork. Making the sessions cross-functional creates a feeling of being in this together. It also makes it difficult for the employees to blame management for their own behavior and stimulates them to start helping each other.