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