Secrets of Super Service! - 60 minutes

When was the last time you received really super customer service? Unfortunately, such experiences are rare. Does your organization provide excellence in customer service and would your customers think of you when asked this question? Do you and your team provide super service for your internal customers?

Learn proven practical techniques to improve customer service in this results-focused webinar with Sam Lloyd. We have done customer service training for all kinds of organizations such as McKesson Medical Management, City of Longmont (CO), NASA, Robinson Mechanical, Bristol-Myers Squibb, S.W. Bell Mobile, Methodist Hospital (Houston), Lucent Technologies, AT&T Long Lines, U. of MO-St. Louis, Museums of New Mexico, Steelcase, Honolulu Hyatt and others.

Handling Irate Customers With Skill - 60 minutes

One of the most important and most challenging customer service situations is when you are faced with an irate customer! When customers are very upset and their emotions take over they can be very inappropriate and difficult to handle. You do want the customer service situation to be handled skillfully to resolve the situation, keep the customer's business, regain their trust and have them saying positive things about your organization and service rather than telling everyone how bad you are! This webinar provides step by step instruction in what to do and how to do it to achieve the desired positive results.

Communicate Effectively With Practically Anyone! - 60 minutes

Most people depend upon rapport happening accidentally and most have rapport only with a limited number of people. Learn how to create and maintain rapport with almost anyone in this practical and valuable webinar! You will learn how to use "Blending" to make a connection quickly and how to recognize and match communication styles to assure effective, win-win interactions while building rapport and trust with all types of people. Anyone who deals with other people needs to learn these skills!

How To Delegate Effectively for Performance & Accountability - 60 min.

All supervisors and managers are supposed to delegate responsibilities but few have been taught how to do that! Their own managers (past and present) probably are not good role models from whom to learn because they weren't taught how to delegate either! This webinar teaches WHAT TO DO and HOW TO DO IT! Participants learn how to use the Delegator's Dozen checklist to plan a delegation and they learn the 4-step delegation communication process for the actual delegation discussion. A very important lesson learned in this webinar is how to get an unqualified commitment from the employee!

Get Problem Behavior Stopped & Desired Behavior Repeated! - 60 min.

When problem behavior occurs how do you get it stopped or changed to what you want? This "What To Do - How To Do It" webinar gives you the answers and a step-by-step approach to use Caring Confrontation to get a real commitment for change. It works! How do you assure that employees will continue doing what they do well? Learn the "Secret of Successful Managers" in this program that anyone can learn to use to get desired behavior repeated and foster even more productivity, job satisfaction and better retention.  (Parents: it works with children, too!)

Handling Conflict With Skill - 60 minutes  

All organizations have conflict and few people know how to deal with conflicts effectively. Conflicts can have a serious negative impact on morale, productivity, retention and profits! Learn how to prevent many conflicts and how to resolve with win-win outcomes those conflicts that do occur. This practical "what to do - how to do it" program can help you reduce stress, build and strengthen relationships, and save lots of time and money for your organization!

Top 10 Mistakes Managers Make! - 75 minutes

This top 10 list can help you prevent lots of trouble and save you lots of money! You will recognize things that happen in your own organization when your facilitator counts down this list with you while explaining what each mistake is and how it can cost your organization. You will learn what to do and how to do it to help the managers in your organization avoid these costly errors in this very practical hour and 15 minutes of

learning. 

How to Get More Bottom-Up Improvements, Innovation and Productivity - 60 minutes  

Is your suggestion box gathering dust and cobwebs? Would you like to get more ideas for saving costs, improving productivity, boosting sales, serving customers and better productivity from employees at all levels? This is the program for you! In this fast-paced results-focused webinar you will learn how to make this happen in your organization whether you are large or small, profit or nonprofit. Get specific techniques used by some of the most successful organizations and start using them immediately!

Effective Performance Management - 90 minutes

Performance appraisals, even with great forms, are not enough for truly effective performance management. In this results-oriented webinar you will learn how to use tools such as the performance agreement, skillful feedback (positive & corrective), and caring confrontation to produce maximum performance. This program also provides some helpful tips on how to involve employees in the process of goal-setting and some coaching questions to facilitate the process.

What To Say & Do When Emotions Erupt (Yours and Theirs)! - 60 minutes

Almost everyone reaches adulthood with no training in how to deal with emotions. In the workplace (and in our families) we repeatedly encounter situations in which emotions are involved and often these situations are not managed well. In this webinar you will learn valuable tools for handling your own emotional responses more effectively and how to use proven skills for improved rapport with others and for demonstrating empathy and understanding. Next time emotions erupt, be prepared and help everyone involved achieve win-win outcomes!

Coaching: Who Needs It and Who Should Do It? - 90 minutes (11:00 am MDT)

Coaching is hot! Why the buzz? Do you need a life coach? An executive coach? Do your employees need coaching? Should supervisors and managers become coaches or should you contract with a professional coach? Get answers to these questions and learn what coaching can do for you, for your employees, and your organization in this straightforward introduction to coaching. Learn how helping supervisors & managers to develop coaching skills can improve performance of employees and how individual coaching can be a better answer than "discipline" or termination and at lower cost!

Innovative Recruitment & Retention Strategies to Build Employee Loyalty & Increase Productivity - 60 minutes (11:00 am MDT)

The predicted talent shortage is here and the new generation of workers require new approaches to attract them and very different management practices to keep them! Learn about the challenges that make it more difficult than ever to attract top performers and what changes you may have to make in your organization to get them and retain them. Find out what employees value most in employers of choice and how you can get supervisors and managers to stop driving them away!

Assertive/Respectful Relationships - 60 minutes  (11:00 am MDT)

The underlying cause of problems such as harassment, discrimination and destructive conflicts is interactions that are perceived as inappropriate and disrespectful. By learning to be consistently Assertive and Respectful you are most likely to be perceived by others as treating them appropriately. Assertive behavior is the only Win-Win behavior style and is the behavior required for effective teamwork and successful relationships in all parts of our lives. Learn from the author of the popular book, Developing Positive Assertiveness, in this "what to do - how to do it" learning program!