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Successful organizations know that customer satisfaction is just the entry point in today’s highly competitive business world. Beyond just satisfying both external and internal customers; it is imperative that customers are delighted and that their expectations are exceeded. Leading organizations find that delighted customers become ‘raving fans’ of the organization – the best sales force they could ask for!
This seminar is packed full of practical tools that can be implemented immediately in the workplace to help significantly and sustainably improve external and internal customer service.
The seminar presents in an engaging and highly participative manner, what we can learn and apply from businesses that excel in customer service and others that don’t.
There are replicable simple processes, systems and behavioral patterns when it comes to customer service that can be learned, practiced in the seminar and applied tomorrow morning to benefit the client organization.
By way of inspiring stories, innovative facilitation and purpose driven exercises, Participants are enthused and highly motivated to approach their role in customer service with a renewed energy, heartfelt emotion and spirit.
This seminar helps people see that everyone works in customer service!
Contact us so that we can understand more about how we can be of service to you.
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Effective organizations are really just a collection of effective teams aligned towards a compelling, inspiring and worthwhile mission. Effective teams are represented by effective individuals. The evidence is compelling – organizations that help develop the emotional intelligence of their employees are the same organizations that benefit from extraordinary business results, successful projects, excellent teams and tend to nurture their own pipeline of future leaders.
Being emotionally intelligent all begins with being personally and interpersonally effective. This seminar consists of a series of highly participative, engaging and purpose driven exercises to help Participants see how their words, attitudes and behavior affects their own level of performance and can have positive or negative affects on those around them.
Participants consistently report back that this seminar helps in a very practical way, notice how the choices and decisions they make throughout every working day can help better serve themselves, their co workers, their teams and the overall organization.
An optional extra for this seminar is to consider investing in a personal behavioral assessment tool (such as Myers Briggs, SDI or DISC) for each Participant. We can make each of these available to you and can facilitate a discussion with your Participants about the results.
Another optional extra we offer as a suitable compliment for this seminar is 360 degree assessment tool to help Participants get an accurate benchmark measure; (from their peers, direct reports, boss and external constituents) as to how they are perceived by others. A post seminar assessment is recommended within 90days to help track improvements.
Contact us so that we can understand more about how we can be of service to you.
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Consider the very best team that you were ever part of. It might be the current work team that you contribute to. It may have been a few years ago now. It may well be a sports team that you were involved with at school or college. What essential elements were in place that made this such a good team?
This seminar speaks directly to the essential elements that need to exist for a team to excel – clarity of direction; alignment; high trust; openness to new ideas; a self correcting control mechanism and a spirit of celebration when results were achieved.
We all know that teams can achieve much more than the work of any lone individual. This seminar addresses how traditional onsite teams, project based teams, matrix based or even virtual teams can consistently apply proven team principals to create the kind of synergy and creative cooperation vital in today’s globally competitive marketplace.
An optional extra for this seminar is to consider investing in a personal behavioral assessment tool (such as Myers Briggs, SDI or DISC) for each Participant. We can make each of these available to you and can facilitate a discussion with your Participants about the results.
Another optional extra we offer as a suitable compliment for this seminar is 360 degree assessment tool to help Participants get an accurate benchmark measure; (from their peers, direct reports, boss and external constituents) as to how they are perceived by others. A post seminar assessment is recommended within 90days to help track improvements.
Contact us so that we can understand more about how we can be of service to you.
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STOP the World I want to get off! As our work lives become more intense many people find themselves at work over scheduled, over committed and under resourced.
Successful organizations realize more than ever that balanced individuals make better employees, co workers, supervisors, managers and future leaders.
This seminar is full of practical ideas to help employees lead more balanced lives which in turn helps them be more effective in the workplace; more focused on the organization’s highest priorities and even better equipped to make their best contribution in the workplace.
Also covered in this seminar is how to set and achieve worthwhile goals and presents what we can learn from the work of Ornstein and Sperry, as Nobel Prize Winners about how the brain works and what we can learn from others that have achieved amazing things in the world of work using the Expectancy Theory.
Leading organizations know that the ability to set and achieve goals, aligned with the purpose of the organization is one of the keys to help unleash the potential of their employees.
Contact us so that we can understand more about how we can be of service to you.
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Successful organizations know that negative conflict within an organization creates moral problems, slowdowns in work and employee dissatisfaction.
Nothing causes high turnover to happen quicker than negative conflicts within an organization. When hurt feelings are involved, anger rears its ugly head and the harmony of a workplace is shattered.
Conflict does not have to be a negative thing. When we understand others, feelings of hurt and anger are removed and conflict can be seen in a very positive light – increased motivation by creating new stimulus; creating new ways to streamline your organization and increasing moral with your employees; increased group cohesiveness.
This action packed seminar will teach you how to root out the basic causes of negative conflict and you will understand why people act the way they do – and equally important, why you act and react the way you do.
You will understand what drives and motivates the people you work with.
You will actively participate in learning the 4 character styles and how to work with each one. You will be able to tell immediately which character style each individual prefers so as to work with them more effectively.
You will learn simple, proven techniques that will absolutely reduce and eliminate hostility in the workforce.
Facilitated in a fun and thought provoking way, this seminar is a must for any organization wanting greater harmony and positive productivity in the workplace.
An optional extra for this seminar is to consider investing in a personal behavioral assessment tool (such as Myers Briggs, SDI or DISC) for each Participant. We can make each of these available to you and can facilitate a discussion with your Participants about the results.
Another optional extra we offer as a suitable compliment for this seminar is 360 degree assessment tool to help Participants get an accurate benchmark measure; (from their peers, direct reports, boss and external constituents) as to how they are perceived by others. A post seminar assessment is recommended within 90days to help track improvements.
Contact us so that we can understand more about how we can be of service to you.
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For the first time, managers and supervisors face a daunting task.
For the first time, those responsible for leading others have to deal with four generations of workers in the workplace. Each of these generations grew up with different values and beliefs and all are trying to contribute to this new world of work, one where the rules of engagement are constantly changing.
This seminar explores the four generations to understand each other better. Once we understand them, we can work well with each and every generation in the workforce.
We examine each using the following criteria:
- The events that shaped their lives
- Their values and characteristics
- How they view the world
- How they prefer to be led by others
- Their job strength and areas for improvement
- Their motivators and de-motivators
- As others see them
This seminar will show you simple and proven techniques to motivate and inspire people of every generation. This seminar is a must for organizations dealing with different generations in their workplace.
An optional extra for this seminar is to consider investing in a personal behavioral assessment tool (such as Myers Briggs, SDI or DISC) for each Participant. We can make each of these available to you and can facilitate a discussion with your Participants about the results.
Another optional extra we offer as a suitable compliment for this seminar is 360 degree assessment tool to help Participants get an accurate benchmark measure; (from their peers, direct reports, boss and external constituents) as to how they are perceived by others. A post seminar assessment is recommended within 90days to help track improvements.
Contact us so that we can understand more about how we can be of service to you.
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We have all heard the term diversity many times, but what does it really mean in the workplace today? Many of us may only consider gender, racial, and ethnic differences. This seminar goes beyond what many would constitute as just differences in the workplace. Thus, the purpose of this seminar is to explore the similarities and differences among the employees of organizations. The similarities can be as important as the differences!
Participants will gain an increased understanding of such diverse characteristics as:
- Gender
- Ethnic Heritage
- Physical Abilities and Disabilities
- Race
- Age
- Sexual Orientation
Why a seminar on the values of cultural diversity? Consider a few of the more dramatic facts about the changing workforce:
- The number of females in the workforce has increased by over 15% in the last decade; thus, more than 62% of women in the United States are expected to be working in 2010.
- People of color and immigrants (many non?English speaking) represent more than 50% of the present workforce.
- Since the millennium, 85% of the entering workforce have been female, African?American, Asian?American, Latino, and new immigrants.
- Two million "seasoned" workers, between the ages of 50 and 70, are ready, willing, and able to work; many are not being utilized to their potential.
- Of the 40 million+ people with disabilities in this country, many will seek equal employment, encouraged by the Americans with Disabilities Act (ADA, 1990).
- Generation Y, broadly defined as those individuals born between the years 1977 and 1994, account for 20% of the population and are noted as being the most ethnically diverse generation to date.
The impact of these startling demographics is already being felt in the workplace. Diverse groups bring a variety of expectations
in work styles, needs, and values. Today's workforce must learn to make diversity an asset to improve working relationships
and productivity. Attending this seminar is a "win" for individuals enhancing their level of effectiveness, gaining a greater sense
of teamwork and a deeper commitment to the organization and its goals. A "win?win" is truly valuing cultural diversity!"
Contact us so that we can understand more about how we can be of service to you.
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Did you know that ‘time management’ is one of the most popular training and development subjects Googled today!
Never before in the history of work has it been so important that employees manage their time efficiently and effectively. Crucial relationships at work become strained when time is not respected, projects run over, email and voicemail is not managed, meetings have no agenda or don’t run on schedule and an ‘open door’ policy becomes a living nightmare for many who haven’t learned how to say “not right now”.
This seminar is based on years of study of real people in real jobs and how effective people manage their time, respect others and have learned how to use email and voicemail for what they are – tools. Participants will practice proven techniques during the seminar of all of this and much more – how to contribute to and run effective meetings; how to get their point over concisely and how to manage interruptions without offending colleagues.
The seminar presents a new way of looking at time and how effective people use their personal energy flow to know when to focus on their most challenging projects and tasks; how to avoid procrastination personally and how to inspire others they need to deal with, not to procrastinate either!
Participants consistently comment that this seminar makes them see how much time they really do have at their disposal and that by consistently applying these simple methods, they feel that they have more time than before!
Contact us so that we can understand more about how we can be of service to you.
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This seminar is ideal for anyone that leads others.
The seminar consists of up to 8 hours of content organized in very flexible modules and so can be tailored to your specific organizational development needs. It can be facilitated in one day, two half days, or spaced learning – however best suits your operational needs.
Leading Others presents a compelling new way of looking at the role of supervisors and managers as one of support rather than one of control. The fact is people don’t like to be managed and controlled. They prefer to be led towards inspiring, compelling and worthwhile goals of mutual benefit.
Through real life case studies, participative exercises, role play and an engaging action plan format, Participants apply proven leadership principles and techniques to bring out the very best of the people they lead.
An optional extra for this seminar is to consider investing in a personal behavioral assessment tool (such as Myers Briggs, SDI or DISC) for each Participant. We can make each of these available to you and can facilitate a discussion with your Participants about the results.
Another optional extra we offer as a suitable compliment for this seminar is a 360 degree assessment tool to help Participants get an accurate benchmark measure; (from their peers, direct reports, boss and external constituents) as to how they are doing as leaders. A post seminar assessment is recommended within 90days to help track improvements.
Contact us so that we can understand more about how we can be of service to you.
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Seminars available for Corporate, Educational or Non/Not for Profit Organizations
Imagine an organization where everyone understands how their daily activities contribute to the money making model (or revenue generating model) of the organization? Imagine an organization where everyone behaves as if they own the business. Imagine what that would do to revenue, expenses and net income.
Investing in the business financial intelligence of your employees will help significantly and sustainably achieve these kinds of results. Very few people understand the language of business or how to read the basic financial statements of their employer let alone their competitors or clients.
Sales teams have been able to land better and bigger deals as a result of this seminar. By being able to understand the prospects money making model, sales people have been able to better position their product or service in terms that help the prospect clearly see the financial benefits in their own business language.
Capital investment decisions are often made within businesses where less than 1% of the authorizing signatories truly understand the metrics of the investment such as Return on Invested Capital, Weighted Average Cost of Capital or Internal Rate of Return. You can change this in your workplace through this seminar.
The vast majority of employees want to make their best contribution in the workplace. They want to understand the money making model (or revenue generation model). They want to understand how they can help improve the financial performance for their own job security as well as the organizational prosperity.
Leading organizations know that business financial intelligence helps achieve this. It’s here that future leaders are nurtured – accountants have generally not done a good job in explaining these pretty simple concepts in terms that employees understand.
Once people understand and care, there’s no stopping them.
Contact us so that we can understand more about how we can be of service to you.
