Topic Descriptions
Communication
* Communication and Personality Styles
- Communicate with people the way they want to be communicated with
- Understand the various styles and how they interact
- Maximize your productivity and influence with others
- Sooth conflicts with time proven techniques
- Know the strengths and weaknesses, of those around you
- Winning with knowledge
* Communicating with Tact and Professionalism
- What is tact and how to use it
- Become a polished, persuasive communicator
- Use diplomacy, clarity and active listening skills for the greatest impact
- Enlist the support and buy in from others for your ideas
- Understanding body language
- Maintain composure and control under fire
Conflict
* Dealing with Difficult People
- What is tact and skill
- Body language
- Communication skills
- Knowing your strengths and weaknesses
- Prepare your reactions and responses
- Influencing others to maximize results
* Conflict and confrontation
- Conflict happens
- Resolving and restoration
- Defusing techniques
- Perspective
- Win win philosophy
- Q-tip
* Defusing Anger
- Levels of anger and how to respond
- Preventing escalation
- The power of Forensic studies
- Restoring order
- Empathy vs. sympathy
- The art and skill of listening
Customer Service
* Delivering Stellar Customer Service
- Knowing your customers
- Make your customers feel valued, important and appreciated
- Reduce stress and turn over in customer service positions
- Become a master in the skill of active listening
- What are your customers really saying
- Increase the return on your "Customer contact dollars"
* Handling Difficult Customers
- Communicating with success
- What to do when they are in your face
- How to handle the demanding and difficult
- The power of words
- Building trust and loyalty
- The spectrum of styles
Leadership
* Creative Leadership
- Create a team environment that supports productivity and synergism
- Strengthen loyalty, morale and job satisfaction
- Inspire people to excel and reach their full potential
- Learn the secrets of the low cost/no cost rewards
- Earn respect and credibility from those around you
- Stop negativity, poor attitudes and low productivity
* Excelling as a Leader Workshop
- Strategic planning
- Personnel growth and development
- Boss or leader
- Hiring and firing
- The power of a personnel development plan
* The Superb Supervisor, Manager and Team Leader
- Manage your time and tasks
- Delegation, Mentoring and empowerment
- Turning difficult employees into allies
- Handling employee conflicts
- Boss or coach
- Hiring and firing
* First Time Leaders Workshop
- Transitioning from peer to leader
- Assessing your staff and strategic planning
- Hiring a top ten performer
- The power of delegation
- Motivating your Staff/Team
- Discipline as a tool
* Ready Fire Aim Leader
- The first should remain the first
- Welcoming Feedback and input
- The egg shell syndrome
- The strength of observation
- What to do when very little gets done
- Knowing your style and theirs
* Servant Leader
- The first shall be last
- Seek first to understand, then to be understood ( Steven Covey)
- If you lead, they WILL follow
- Raising up leaders
- High impact leadership
* = Title of the session
- = Key areas covered
* Communication and Personality Styles
- Communicate with people the way they want to be communicated with
- Understand the various styles and how they interact
- Maximize your productivity and influence with others
- Sooth conflicts with time proven techniques
- Know the strengths and weaknesses, of those around you
- Winning with knowledge
* Communicating with Tact and Professionalism
- What is tact and how to use it
- Become a polished, persuasive communicator
- Use diplomacy, clarity and active listening skills for the greatest impact
- Enlist the support and buy in from others for your ideas
- Understanding body language
- Maintain composure and control under fire
Conflict
* Dealing with Difficult People
- What is tact and skill
- Body language
- Communication skills
- Knowing your strengths and weaknesses
- Prepare your reactions and responses
- Influencing others to maximize results
* Conflict and confrontation
- Conflict happens
- Resolving and restoration
- Defusing techniques
- Perspective
- Win win philosophy
- Q-tip
* Defusing Anger
- Levels of anger and how to respond
- Preventing escalation
- The power of Forensic studies
- Restoring order
- Empathy vs. sympathy
- The art and skill of listening
Customer Service
* Delivering Stellar Customer Service
- Knowing your customers
- Make your customers feel valued, important and appreciated
- Reduce stress and turn over in customer service positions
- Become a master in the skill of active listening
- What are your customers really saying
- Increase the return on your "Customer contact dollars"
* Handling Difficult Customers
- Communicating with success
- What to do when they are in your face
- How to handle the demanding and difficult
- The power of words
- Building trust and loyalty
- The spectrum of styles
Leadership
* Creative Leadership
- Create a team environment that supports productivity and synergism
- Strengthen loyalty, morale and job satisfaction
- Inspire people to excel and reach their full potential
- Learn the secrets of the low cost/no cost rewards
- Earn respect and credibility from those around you
- Stop negativity, poor attitudes and low productivity
* Excelling as a Leader Workshop
- Strategic planning
- Personnel growth and development
- Boss or leader
- Hiring and firing
- The power of a personnel development plan
* The Superb Supervisor, Manager and Team Leader
- Manage your time and tasks
- Delegation, Mentoring and empowerment
- Turning difficult employees into allies
- Handling employee conflicts
- Boss or coach
- Hiring and firing
* First Time Leaders Workshop
- Transitioning from peer to leader
- Assessing your staff and strategic planning
- Hiring a top ten performer
- The power of delegation
- Motivating your Staff/Team
- Discipline as a tool
* Ready Fire Aim Leader
- The first should remain the first
- Welcoming Feedback and input
- The egg shell syndrome
- The strength of observation
- What to do when very little gets done
- Knowing your style and theirs
* Servant Leader
- The first shall be last
- Seek first to understand, then to be understood ( Steven Covey)
- If you lead, they WILL follow
- Raising up leaders
- High impact leadership
* = Title of the session
- = Key areas covered