“I think any company…has got to find a way to engage the mind of every single employee…If you're not thinking all the time about making every person more valuable, you don't have a chance. What is the alternative? Wasted minds? Uninvolved people? A labor force that's angry or bored? That doesn't make sense.”
– Jack Welch, former CEO of General Electric
Workshops are designed as half-day, expandable to full-day, based upon the specific objectives and time frame of the client.
Service That Sticks!™ 7 Simple Ways to Make Customer Service Memorable
According to research by Beyond Philosophy, a customer experience consulting firm, 44 percent of consumers described the majority of customer experiences they have as "bland and uneventful." But it doesn't have to be that way!
Why settle for a service culture that most customers would describe as indifferent, transactional and, in the end, forgettable? Participants in this workshop will learn memorable customer service behaviors that are unique and refreshing. These simple behaviors will create a service culture that customers will describe as different, personal and, ultimately, memorable.
Through participation in a number of relevant activities in class, as well as coaching and peer feedback, participants will develop their ability to make customer service memorable!
The Training Enthusiast: Planning and Delivering Engaging Workshops!
In the service industry, it's not uncommon for trainers to qualify for the role primarily on the basis of their technical expertise and/or seniority. Though technically competent, these trainers may lack the formal training necessary to effectively facilitate instruction to others.
Without this training, they may find themselves unprepared for a series of questions or the direction a discussion takes following a group activity. Or perhaps there were a handful of lulls over the course of the training that seemed to sap the energy, discussion, and learning?
Participants will practice the skills necessary to more effectively plan and prepare for their training workshops as well as to navigate the inevitable twists and turns and highs and lows that accompany training. The workshop format of this class enables participants to apply lessons in class and develop the training skills necessary to plan and deliver engaging workshops.
The Public Speaking Enthusiast: Planning and Delivering Presentations That Captivate!
In a survey of common phobias published in The Book of Lists, the fear of public speaking ranks number one in the minds of the majority of people—a notch above the fear of death. This anxiety, more than anything else, detracts from one's confidence and effectiveness when speaking before an audience.
Participants in this workshop will be able to identify potential sources of fear and apply strategies to reduce negative stress and increase effectiveness. Participants will receive instruction on the composition and presentation of a "message with a motive"—whether that's to inform, inspire, or persuade.
Participants will increase their effectiveness as public speakers through in-class presentations and personalized feedback offered during the workshop. In addition to developing platform skills, participants will leave with tools enabling them to consistently deliver captivating presentations.
Fourth Generation Management by Brian Joiner
To survive in today's business environment, it's not enough to just keep improving—you have to do it faster than your competitors. This course provides valuable direction in how to get better faster. This approach transcends goal-based management by focusing on the needs of the customer. Only then do apparent contradictions between customer service and cost cutting become manageable again.
Participants in this workshop will be able to:
- Apply the fundamentals of quality, data, and teamwork
- Interpret and use customer data
- Use simple tools for improving processes (e.g., control charts)
- Document processes (e.g., SOPs) using established guidelines
- Determine the difference between special and common cause variation
- Use data effectively (e.g., budget, productivity, etc.)
This course was originally developed by Brian Joiner of Joiner Associates and was acquired then updated by Oriel Consulting in 2002. The course is designed as a one and a half-day class that allows participants to interact with actual data from their world of work that is relevant and meaningful.
Myers-Briggs Type Indicator®
The MBTI® instrument is designed to help you understand your unique personality and the way you relate to others around you. The MBTI® assessment is backed by thousands of research studies and has been found to be both reliable and valid in assessing personality. Each year, the assessment is administered to over 2 million people.
Its popularity is due, in part, to being based on a "psychology that works." The MBTI® personality inventory is a pathway for lifelong development, providing an affirming and energizing way to fulfill the potential that is within each of us.
The MBTI® personality inventory has a broad range of applications:
- Increase self-awareness
- Understand those you work with or for
- Improve work and personal relationships
- Build high performance teams
- Identify leadership and interpersonal communication preferences
- Manage conflict
- Improve customer service
This course is designed as a half-day class and requires that on-line MBTI® assessments be completed beforehand. This allows for individual results to be distributed in class as well as group aggregate results to be leveraged for learning activities and group discussion.
The
7 Habits of Highly Effective People®
Signature Program
Productivity surveys reveal the effectiveness problems shared by many. Surveys by Harris Interactive of thousands of people across the United States disclosed that while many work hard, they are worried about their lack of effectiveness:
- Only 14% are accomplishing as much as they believe they could
- Only 17% prepare a plan for the day
- Rewards of working are low: only 50% feel satisfied and fulfilled with their work
Turn ineffectiveness to effectiveness with The 7 Habits®. Problems caused by ineffectiveness cannot be solved with the same ineffective thinking that created them. Since 1989, The 7 Habits of Highly Effective People by Stephen R. Covey has provided the ultimate in productivity training for thousands of people and organizations worldwide.
The original program was revised and updated in 2004. The current version, referred to as the Signature Program®, may be presented in formats ranging from one to three days depending on the needs of the audience. Regardless of length, this class includes a balanced mix of teaching methods to appeal to different learning styles and stimulate interaction.