Excelling With Exceptional Customer Service
Delighting the customer with extraordinary service! It seems everyone gives this philosophy lip service, but what is the "virtual reality" when the customer actually comes in contact with your people? What do those "moments of truth" reveal? In this insightful program you will discover the difference between "customer service" and customer service EXCELLENCE. The constant challenge of dealing with the public and staying upbeat day after day can be trying for even the most positive employee. Support your people by reviewing the basics of superior customer service including effective, common-sense, problem solving techniques and "recovery" skills when dealing with that angry or complaining customer. We all need reminding from time to time.

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Effective Communication Skills
What happened? I thought I made myself so clear! Communication is the most basic of all human activities…yet the question emerges – what kind of a communicator am I? Am I getting the results I want? What impact is my communication having? Is my truthful communication tempered with "tact?" This workshop takes an in-depth look at the various levels and channels of communication from which we communicate our feelings, ideas and attitudes. We examine the complex obstacles that interfere, hinder or block understanding. In this program, we also discuss effective strategies for dealing with those DIFFICULT PEOPLE as we learn how to "flex and adapt" to personality differences. Oh, and by the way…what kind of listener are you?

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Practical Conflict Resolution Skills
This one is a must because conflict is inevitable! Conflict is assured because people have one thing in common….we are all different …different needs, different interests, different perspectives. The key is resolving it before it goes underground, escalates and negatively affects the bottom line. Many people avoid conflict hoping it will go away, until it reaches a boiling point. Then they deal with it by shouting, blaming, attacking, and in general "going for the jugular!" What we need is an arsenal of choices…strategies for dealing effectively with the "bulldozer," the "know-it-all," the "back stabber," rather than internalizing it, sharing it with everyone else or slamming the door on the relationship. In this realistic, practical seminar we demonstrate how to surface manipulation and defuse contentious tactics. We show the necessity of preliminary work…How important is the issue? How angry do I need to be? Who is this person? If confronting the issue is deemed the wise choice after examining our viable options, then we need to follow the eight indispensable guidelines, be prepared for the five common responses and say it all with TACT AND FINESSE - Because what we ultimately want is cooperation…not resistance!

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Dynamic Team Building and Leadership Skills
The new "entrepreneurial" leader is one who understands the multiplicity of today’s diverse, ever-changing workforce and has the ability to flex and adapt. This effective leader is one who empowers his/her people with ownership, instant feedback, clear direction, and an environment in which company goals are happily met through the combined efforts of highly motivated men and women. Old management theories are dead…alive is a new wave of "in touch" leadership where people are activated and energized by innovative supervision skills. This high-impact seminar addresses such vital skills as; how to hire the right people in the beginning, how to critique and still inspire, how to deal with the negative or disgruntled employee, how to mediate team conflict, how to tap into each individual’s motivation, how to turn your "dead wood" into "stars," how to help people cope with change and support them through the process, plus much, much more. It is an investment in your bottom line to learn how to support your people by helping them work together as a team to solve problems, reduce stress and bring harmony to the workplace. 

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The Psychology of Persuasive Salesmanship
The success of creative salesmanship has always revolved around the psychology of "How to influence people to do what you want them to do…but for their reasons!" (i.e. meet their needs). This stimulating and practical sales course covers the entire selling cycle from our attitude as we approach our prospect (selling ourselves first), to closing the sale. In particular we discuss: the various means of prospecting, what should be included in our pre-call preparation, the art of determining needs through effective questions, how to convert features into appealing benefits, how to support our claims with evidence, how and when to ask for the sale, how to handle resistance, what emotional "trigger" words to avoid, and how to follow-up the sale, turning business into more business. This sales seminar offers a fresh perspective of contemporary selling skills that will challenge and renew the "veteran" sales person as well as give confidence and invaluable knowledge to the beginner. 
(Also available…Winning Negotiation Skills)

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Sane Time Management
Wise "self management" involves a balance between professional success and personal fulfillment. In the permanent "white water" environment in which we all live and work, we need to STOP and take a look at some "sane" time management principles. We’ve got to get conscious and realistic!!! How about getting realistic about pure time estimate, controllable time and prime time? Learn how to set priorities, delegate, get personally organized, handle and prevent interruptions, overcome procrastination, conduct effective team meetings, deal with the mountain of paperwork that comes across your desks, and de-clutter your life and work area. These are just a few of the topics covered in this popular and highly rated program.

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Realistic Stress Management
So stressed and no one to choke! Stress is a reality of life. How we cope with it, however, is a very individual matter. Our level of self esteem, our dominate life view, our past filters, our coping style - all factor into how well we deal with the distress of every day life. First, we need to identify what specifically is stressing us out? If honest about this first step, we may discover that WE are our own #1 stressor…but, that is good news! If I can identify my own attitudes, choices, behaviors and reactions as my greatest source of stress…I can fix me! If I make YOU, other people, or circumstances over which I have no control, my stressor …then I allow myself to become a victim, and victims are stressed. In this extremely unique and practical approach to stress management, we present twenty coping strategies to deal with those things in our life we cannot change or fix…guaranteed to work! We encourage participants to problem solve vs worry, separate things they can control from the things they can’t control and lastly, we challenge them with the profound "wisdom from the monkeys" because we are supposed to be smarter than them! Right?!

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A Self-Esteem Check-Up!
We all need this one periodically! This high-impact, self-evaluating workshop deals with crucial self-esteem issues, regardless of gender, position or age. But just what is self-esteem? How does it differ from self-image? Where does it come from? How can we bounce back when it takes "a hit?" How can we increase it? How do we change what needs to be changed - or are we stuck? Self esteem is a "core issue"…a foundational concern that impacts every facet of our lives, especially our performance. It is a psychological truism that employees who feel good about themselves produce good results. So how about doing something nice for your people by giving them a "boost" in their self-esteem, and reap the benefits of all the positive energy that will impact your bottom line.

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Goal Setting Workshop
Realistic goal setting is the foundation of success. This hands-on workshop provides an opportunity for the individual participant to, first of all, identify his/her own values - personal and professional. They will then be instructed, step-by-step, through the process of actually setting goals with a workable plan of action right there in class. And lastly, they will be encouraged to identify their own personal motivators as well as those common de-motivators to help them overcome negativity, discouragement and resistance. Your people will leave this program "charged-up," challenged and directed.

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Exciting New Program….Teaching Teens and Teachers Conflict Resolution
Words instead of violence! That's the message of this hard-hitting, customized program developed specifically for our teen-agers. Teaching kids how to respond to that racial slur, that put-down, that insult, that challenge to physically "duke it out!" This vitally important and timely two-part program focuses on options available…when to surrender….when to retreat (without losing face) and when to stand your ground. We dialogue with the kids about their challenges…their conflicts, giving them actual tools (i.e. the right words to use…the wrong words to avoid) and practical problem solving strategies. Included in this benchmark program are other core issues such as anger management, self-esteem and ownership vs. victim mentality. For further information, see "Battlefield Earth - Clash of the Species" 

Motivational Keynotes…(see "Keynote topics")

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