Business Communications: Email
More and more businesses are LOSING business due to misuse of one of our largest communication tools—email. Email is a fantastic business tool, when used correctly! This session focuses on helping participants understand the link between clear communication and using email, Email 101 (when to use, when NOT to use, etc.), email etiquette, and how to stay out of trouble when using this critical tool (understand tone, etc.)!
Employee Engagement: Top 10 Things You Need to Know
If you think ‘employee engagement’ is one of those flavor of the month programs, touchy-feely mumbo jumbo, you might want to think again. If you are not putting effort into this critical area, it might already be a problem in your department/organization. According to the 2013 Gallup Employee Engagement Study: 30% of employees are engaged, 52% disengaged, 18% ACTIVELY disengaged. This session helps participants understand the importance of making employee engagement a top business goal and how to go about it.
When Customer Service Goes Viral
The only thing more damaging than a bad review……is a bad review that is seen OVER & OVER! Gone are the days where a person will tell 10 others if they have a bad experience. Now, customers make videos that go viral (seen by a high number of people in a short period of time) to tell everyone how bad their encounter was (according to a recent Nielsen survey, more than half of all U.S. consumers now turn to social media to air questions and complaints about products and services). More than ever before, we have to have the entire organization focused on the customer experience and make this EVERYONE’S job. This session is geared to help participants not only understand how damaging this event can be, but set up practices so this does not happen to them!
Your phone isn’t ringing. Your pipeline is dwindling. You need to generate some new prospects, but you don’t like making cold calls. Sound familiar? In this session, participants will learn tips and techniques to increase their customer base by becoming a “valued partner”, not just another salesperson. Goal setting, time management, smart call planning, and relationship building skills will be emphasized. Participants will leave with an engagement plan and strategy to increase their prospects and build their referral base.
Chances are very good that the next group of leaders in your company will be Millennial’s (if they aren’t already). There are over 70 million members of Gen Y, and they are shaking up our workplace in unusual ways. Creative, demanding, global, social, and sometimes “entitled”, this generation has a very unique set of expectations. How do you turn their ambitions and energy into productivity for your company? In this session, participants will learn how to engage and coach Gen Y in order to develop their leadership potential.
Everyone is a Customer
Serving individuals as customers within our organization requires teamwork along with the attitude that everyone is a customer and our job is to serve them. This view of customer service creates alignment within the organization to service external customers. Those organizations that do focus on internal customer service will soon pull ahead of the competition. Participants will receive tips on how to identify internal customers and learn how to give feedback to the internal customer.
Excellent Customer Service
When someone receives bad customer service, chances are he or she tells ten friends. When that same person receives good customer service, chances are he or she tells few people. Excellent customer service is expected – and necessary – for survival in today’s market. Very few organizations devote adequate training to this critical area. This popular keynote provides quick, economical and effective training on the best possible customer service. Whether you have had customer service training or not, you will walk away from this keynote with new ideas to enhance your business and motivation to implement those ideas.
Leading Excellent Customer Service
Providing excellent customer service should be one of the easiest things to accomplish in the business world: find out what your customer needs, meet their needs, and treat the customer like a partner, not the enemy. Reality is (if most organizations are honest with themselves) if you were to poll your external customers, they feel you could do much better and you are probably losing money because you are not meeting their needs. This keynote provides the leader with a to-do list of what needs to be in place to lead and sustain great service in any industry and why it is so important to create a service focus from the perspective of the bottom line.
A Complaint is a Gift
A Complaint is a Gift keynote will provide specific skills and teach why people behave the way they do when they give a complaint. Key ideas participants will learn include, words to say & avoid, the reasons why individuals don’t complain, how to accept a “gift” even if it comes in different packages and how to prevent complaints from happening. Any individuals that have received feedback from people within, and outside, the organization will appreciate the tools this keynote will provide.
Projecting a Positive Image on the Phone
Statistically, two-thirds of our business is being done on the phone. What challenges does that present in determining the needs of the customer? How can we project a professional image on the telephone? This keynote will provide specific skills in communication over the telephone. Included in the discussion will be active listening, having the proper greeting, telephone etiquette, and serving the customer over the telephone.
I Can See What You Really Mean (Body Language)
Have you ever been happy that your boss couldn’t read your mind? Or have you ever wished you had the power to tell what someone else is really thinking? Then this class is for you. Often, body language – facial expressions, hand gestures, eye contact, tone of voice, posture, etc. – says more than the words being exchanged. Body language is one of the basic tools of communication and, as with any tool, we must learn how to use it effectively. This session is always fun and instantly useful.
Building Positive Work Relationships
Of all of the tools we acquire, use and sharpen as we build our success in business, the ability tocommunicate effectively is certainly the one we rely on most.The best communicators learn to convey ideas clearly and consistently to a variety of audiences, turning their communications skills into true power tools they can use to carve out career growth and personal successes. This session explores the fundamentals of effective communication and gives you proven methods to help strengthen your skills. This session focuses on communication within your organization.
Flawless Presentation Skills
A Picture is worth 1000 words. When you give a presentation, you are the picture! What words would you use to describe yourself and your “performance”? If anything less than extraordinary comes to mind, then change the picture! Developing and enhancing presentation skills is critical for professional effectiveness. This keynote will enable you to find new ways to communicate with confidence whether you are speaking informally to small groups or addressing the masses in a formal environment.
The Power of Coaching
Successful managers today understand the importance of coaching in the workplace to improve productivity, loyalty, and results. Instead of telling team members what to do, or just expecting them to perform, it is important to guide, discuss and encourage-in other words, coach. Coaching is a collaborative process that can accelerate learning, self-discovery and development in individuals. This session helps the participants understand what this relationship looks like and how important a coaching system can be in the success of an organization.
Creating a Culture of Commitment
Gallup studies show that only a third of a company’s employees are truly “engaged”- enthusiastic, go-getters who are dedicated to the success of the business. So how do you get the rest of your staff to take ownership and initiative? This session is geared to leaders who are trying to create a culture of commitment in their organizations. Success stories, specific examples, and practical techniques will provide leaders with some immediate ideas to implement.
Great Leaders Break all the Rules
Great Leaders are the real heroes of great companies. Come and learn what great leaders have in common – it might surprise you! Learn the four key aspects of great leaders and how they motivate and lead. Learn what types of people are the right fit and will be the most successful.
Proper Business Etiquette
When companies send their sales force out to represent the company and its products, it is expected that the sales force will possess business AND social skills. In many instances, this is not the case. We have been living in the McManners drive-thru generation of etiquette. Whether it is handing someone a business card, making small talk, or lunching with a client, corporations are recognizing the need to train their employees in social graces as well as business skills. This keynote will prepare the participant for every social occasion where business may be promoted or conducted.
Becoming Motivated to Motivate
In this rapidly changing business environment, we need to take another look at motivation. We think we know what motivates others and ourselves, but do we? Perhaps you’ve heard people say that no one can motivate someone else. What they mean by this is that motivation comes from within. It is the result of a person’s individual perceptions, needs, and desires. One thing to keep in mind, you are able to motivate others by example. When you understand how powerful motivation is to getting things done and achieving top performance and one’s potential, it is an awesome skill to have.
Change? Not ME!
Change is something that we will all face in our work and family lives. How we manage change will determine our ability to grow, process new information and succeed. This keynote will focus on how to make change for yourself and others effective, efficient and healthy. Discussed will be the stages of change, how to get individuals to best accept new ideas and directions, how we manage our own stress levels and how to cope with this ever changing and dynamic business world.
Focusing Individual Learning on Corporate Strategies
Organizations that are fully aligned have people who focus learning on the company strategies which will create increased efficiency, rapid application of skills, and will give clear advantage in the marketplace. In this session you will see examples from world class organizations showing how to tie learning, hiring and performance to objectives.
Creating a Culture of Accountability
People can only be accountable when the organization has certain things in place to make accountability possible. Even though it is easy to blame people (individuals) for not being accountable, quite often it is the fault of the organization. Therefore the organization has to remedy a lack of accountability by putting specific systems, measures and procedures in place. This session will help you understand what you need to create the culture you desire.
The Clash of the Co-Workers
You are trying to focus, but your coworker is talking loudly on their speakerphone. Your head is going to explode because of the
strong smell of cologne coming from the next cubicle. The sales department keeps making promises that you can’t possibly fulfill. Conflict management is a critical skill for all employees. This session includes tools and role playing to help participants handle workplace disputes in a professional, tactful way.
Women are from Venus, Men are from Mars, but where did these entitled aliens come from? Gen Y is here to stay, but who are these texting, demanding creatures in our office? Join us as we take a humorous trip through the history of the different generations in our workplace. This is a fun, informative session that uses visual and video aids to bring a laugh and a smile to all age.
Get a Grip!
It’s 5:00 o’clock and you are staring at your ever-growing inbox. Your to-do list for the day is still on your desk. That gym membership you bought has not been the best investment. You can’t remember the last time you went out for fun with a friend. Sound familiar? Well it doesn’t have to be this way! Join us for this quick session of tips and techniques to get a grip on your life!
Effective New Hire Orientation
Virtually all organizations have some form of an orientation program for new employees. Most organizations fall short in regards to their new hire orientation program. Unfortunately, many employers hesitate to invest more than a minimal amount of energy, money, or staff time in this critical stage of a new employee’s career. Some employers consider it a waste of valuable time that could be better spent on the job. This is a huge mistake! An effective orientation should take advantage of a new employee’s enthusiasm and keep it alive. This very informative keynote will provide tips on welcoming the new hire and developing them in such a way to make them a valuable long-term team member.
How to Handle the Stresses of Life
It’s unreasonable to think that anyone could get rid of all of their stress. The only people with no stress are those not currently alive. But there are proven ways to reduce the unavoidable stresses we face every day, and there are definite strategies for avoiding some stress sources altogether. If you’re alive, active, working, raising a family or all of the above, you have stress. Why not learn how to deal with it effectively?
The Value of US (Diversity)
You know how destructive and dangerous hostility, tension, lack of respect, even indifference can be in the workplace. It affects every aspect of operations – from productivity, to job turnover, to quality. As the shift to a highly diverse workforce, community and customer base continues, smart business leaders realize the importance of developing and fostering an environment that encourages employees to understand and accept – even celebrate – cultural differences. As the commitment to foster diversity grows, management, employees and customers will see how this commitment enriches an organization and makes it more innovative and globally competitive.
What exactly does Professionalism in the Office mean? Can we just tell someone to “start acting like a professional”? The answer is no, it can mean different things to different people. Professional is not something you call yourself, it is a term that others (hopefully) apply to you. In this fun and story-filled session, participants learn to recognize unprofessional behavior and how to turn it around, the importance of 1st impressions, how to conduct themselves in meetings, professional image, and most importantly what it means to be a professional. Any individual who works in an office environment will find this seminar entertaining, enlightening, and informative.
The Valuable Employee
Today’s companies are constantly striving to improve productivity and profitability. Too often, however, they focus exclusively on the process and materials, and forget that it’s people who can make the real difference. In order to make significant and lasting improvements, employees organization-wide must be on board with a “bottom-line” frame of mind. This kind of buy-in can’t happen until everyone is provided with the training and skills that enable them to understand the numbers side of business, make better decisions, and contribute in a positive manner to controlling costs. Valuable Employee is an interactive, interesting and fun seminar designed to help individuals see how each employee can add value to the organization and dramatically affect the bottom line.