Create the perfect staff development program for your organization.
Click on the catagories below to open and close each module and click on your topics of interest.  Mix and match subjects, then submit your selections to request a personalized quote.


Life Lessons

Ten fundamentally important life lessons are taught.


The Ladder of Success

Participants learn how to achieve success by maintaining and building upon their achievements.


Setting A Daily Vision, Mission and Purpose

Beginning with the end result in mind. Participants will learn about the importance of creating a daily intention.

Participants understand the difference between a vision, a mission and a purpose and will create their own vision, mission and purpose for the training program.


Creating A Positive Mind Set

Often this topic is referred to as "dealing with negative attitudes in the workplace."

A look at the long-term effects of negativity on individuals and organizations. Paradigm shifting and the concept of reframing are taught. Participants will have the opportunity to identify their own areas of negative thinking and learn several skills to turn negative impulses into positive actions.

Participants will learn effective methods to apply the strategies taught in order to become consistently productive.


What Are You Selling? - "The power of positioning"

Creating a deeper understanding of how participants have positioned themselves for success in their client's minds. Participants will learn strategic interaction techniques to maximize their relationships.


Who Is Your Competition?

Redefining one's competition by obtaining a deeper comprehension of how customers' expectations are formed. Participants will learn about new opportunities to provide their clientele with exceptional service by exceeding expectations.


Five Keys To Creating Customer Service Magic.

Participants will clearly understand how fundamentally important these critical five keys are to creating and maintaining customer service magic.


Six Techniques For Creating Added Value With Your Guests.

These six simple techniques are designed to enhance any guest service interaction.


The Benefits Of Complaining Customers.

Customers who are willing to share their experience with us do us a great service. The many benefits of this critically important information is discussed.


How To Say No To A Customer In A Professional Manner.

These five techniques will help participants preserve positive guest relations.


Appropriately Handling The Five Most Common Types Of Difficult And Demanding Customers.

Participants will explore the five most common types of difficult customers and they will learn strategies to handle each customer type appropriately.


Keeping it Positive

A discussion about why maintaining a customer focused mindset is a prerequisite to success in today's business climate.

Participants will clearly understand the need to "Keep it Positive."

Participants will learn how customers expectations are created and how to exceed their customers' expectations.

Participants will learn what to look for to ascertain whether a customer is unhappy and what to do when this occurs.


Customer Service Economics

Participants will learn the economic value of customer service excellence and the devastating economic effects when customer expectations are not met.


Effective Customer Hand Off's

Participants learn the ABCs of executing an effective client hand off.


The Yogurt Station

A model of an unfriendly customer service organization.

Instant Rapport

Participants learn several techniques that will enable them to immediately create a positive association with any guest. These techniques are extremely helpful for front line guest service representatives.


The Importance of Maintaining A Positive Attitude

A discussion about how negative attitudes affect organizational culture. Participants learn that maintaining a positive attitude is not dependent on external factors. Participants will come to realize that they are responsible for their own attitudes and they will learn that maintaining a positive attitude is a moment-to-moment decision.


Behaviors To Avoid in Building Healthy Relationships

How unhealthy behaviors inhibit the building of a healthy organization. We explore the negative effects of passive aggressive behavior, gossip, and sympathy on organizational culture.


Barriers That Prohibit A Positive Culture

Six unhealthy behaviors that negatively effect organizational culture are discussed.


Team Building

Participants learn the essentials of healthy teams through discussion and team building exercises.


Diversity

Participants understand the benefits of maintaining a multicultural organization. Understanding generational and gender differences can be included in this discussion.


Welcoming Change

Participants realize that they are not resistant to change. An interactive discussion, participants explore three common traps that keep people from recognizing and using change to their benefit. Several tools for utilizing change are taught. The difference between a routine and a rut is also explored.


Values / Principles

Participants will gain deeper insight into the importance of living a value based, principle centered life.


Stress Reduction / Life Enhancement

Understanding where stress originates from and how to prevent it from affecting productivity. Sixteen specific techniques for managing daily stressors are taught.

An extensive interactive discussion about all facets of effective communication. Participants explore verbal communication, nonverbal communication, the art of effective listening, telephone communication, appropriate e-mail techniques, the difference between aggressive and assertive communication, how to communicate with diplomacy and professionalism.

Please Select Specific Communication Areas You Would Like In Your Program:

Verbal & Nonverbal Communication
The Art of Listening
Terrific Telephone Techniques
Effective E-Mail
Healthy Assertiveness
 


The Relationship Bank Account

Participants discover the critical component to maximize relationships with others.

Personality Styles - Building Bridges By Understanding Others

Four distinct personality styles are discussed

Participants learn how to extrapolate the dominate personality style of others and utilize the information to create successful outcomes.

Projecting A More Professional Image

Exploring nine ways to project a more professional image and increase ones credibility.

Trust - "It's Everything"

A dramatic illustration of the importance of maintaining integrity in relationship building. Two specific paradigms of trust are discussed. Recommend combining with 'total commitment" on excellence page for maximum impact!


Total Commitment

An opportunity for participants to look at themselves and their level of personal and professional commitment.

Personal & Professional Responsibility

An interactive discussion about the difference between holding a job, having a profession and being a professional. The difference between the paradigms of blame and personal responsibility is explored.

The Ultimate You

Participants are given a rare opportunity to design the ultimate professional. This exercise creates a model of excellence for all to follow.

The Power of Perception

Participants gain insight into the stories that they create and how those stories effect their personal and professional relationships.



Diffusing Problematic People & Difficult Situations

Fifteen techniques for maintaining credibility while interacting with perceived difficult people in perceived difficult situations. This module may include situational role play exercises.


The Triangle of Control

Understanding how people employ unhealthy strategies to influence others. Participants will learn how not to buy into and get caught up in these unhealthy strategies.


Conflict Resolution Communication Team Exercise

A model for healthy conflict resolution is not only taught but it is also practiced in interactive conflict scenarios. How to diminish violence in the workplace is also explored.



Creating A Positive Work Culture

An interactive discussion addressing the importance of shaping one's organizations culture. Six critical components to building a healthy organizational culture are discussed.


Leadership vs. Management

There is a difference between being a leader and being a manager. Participants will gain a clear understanding of the contrasting styles and learn how to employ all styles of effective leadership.


Styles of Leadership

Three distinct styles of leadership are explored.


Characteristics of a Leader

Ten essential leadership qualities are discussed.


Values / Principles

A critically important component for all levels of Leadership. Participants will gain deeper insight into the importance of living a value based, principle centered life.


Leadership Assessment

Participants are given the opportunity to assess their leadership strengths and areas for improvement


Personality Styles - "Building Bridges By Understanding Others"

Leaders understand that every person they influence must be approached as an individual with individual needs. This discussion will center on the goal of getting the most out of one's available human capital resources. Four distinct personality styles are discussed. Participants begin to understand that people are not difficult, they are however different. Developing the ability to read each individual team member and having the tools to adapt to their style will enable participants to better serve the individual needs of each team member.


Servanthood - "A Leadership Mind Set"

A leader will not be judged by the people who serve them, but rather by the people that they serve. Participants will have the opportunity to explore what it means to lead their people as servants.


Motivating Others - "Achieving Peak Performance"

When people and teams get stuck, there is always a reason. Understanding that reason and knowing how to effectively handle these factors will be discussed.


The Ownership Empowerment Model of Leadership.

Participants learn how to create more "buy in" from their staff.


Offering & Receiving Feedback

Understanding what to say, how to say it and when to say it are critical to a leader's success. We explore the "Do's And Don'ts" of effective feedback.


Cross Training

An animated discussion about the benefits of cross training to an organization and its employees. Participants will learn how, when and why to cross train.


Effective Time Management /Handling Office Interruptions

Several techniques are taught for managing time more effectively. Participants learn how to handle office interruptions in order to maintain the highest level of productivity.


Conducting Efficient and Effective Meetings

Participants learn how to stay on track and get the most from their meetings.


Generating New Ideas Through Increased Creativity

Participants learn mind mapping and story boarding techniques as well as other tools for capturing and utilizing great ideas. The concept of "six hat thinking" is explored and how to utilize six hat thinking to generate and implement new ideas is taught. This module includes mind expanding; out of the box fun activities.


Creating An Effective Organizational Communication Strategy

Participants explore how information flows in their organization and discover the best ways to communicate so they obtain the critical information they need in order to make informed decisions.


Evaluation Tools

If you can not measure it, you can not manage it. A brief discussion about three primary tools for evaluating employee performance.


The Importance of Celebration

Participants will learn how to avoid burnout. This will enable them to create a more positive, healthy, constructive, productive, long-term organizational culture.



* Name :
* E-mail :
* Phone :
( * required information)

Please select your preferred e-mail format: