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CUSTOMER SERVICE :: COMMUNICATION SKILLS :: CAREER MANAGEMENT TRAINING :: PROFESSIONAL SKILLS

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Training

“Another great training session…and another great set of evals! Thank you for the 5+ years you have been helping Weyerhaeuser employees discover their talents and develop their skills. Your programs on leadership, empowerment, negotiations, written communication, conflict resolution, and problem-solving are making a tangible, practical difference with our employees every day.

When asked why I keep having you back to Weyerhaeuser, I simply point to your consistent evaluations. The people who experience your programs describe you with some pretty compelling words: authenticity, energy, joy, genuine caring, humor, and confidence. My experience as a strategic leader in education has proven out that characteristics like these create right conditions for true learning to take place.

Jan, when it comes to delivering value and building strong professional relationships, you deliver. You’ll continue to be one of our most valued resources for leadership training.”
Lynn Buchanan, Strategic Education, Weyerhaeuser Company

Full day, half-day, or keynote presentations

Note: All workshops and speaking presentations can be customized to fit the needs of your audience

CUSTOMER SERVICE
Turning on “De-Light” in Customer Service (Available in full day, half day, or keynote presentations)
This fast moving, highly interactive session seeks to provide you with effective service strategies that will better equip you to provide exceptional service to your external customers and to your internal team members, including your boss! With plenty of examples and tips, you will learn and apply effective communication skills, listening strategies, learn the importance of meeting customer needs and marketing services aligned with those needs, dealing with irate customers, and how to create service standards that every person is accountable for.

Creating a Service Culture (Available in full day, half day, or keynote presentations)
This interactive session is specifically designed for leadership—to provide them with the tools, strategies and practical results to help them move their organizations forward in creating a service culture. Leaders will learn how to:

  • Make or break a service initiative
  • Create a service mission and communicating this to all staff members
  • Align business processes to the service mission
  • Engage your leadership and staff
  • Increase employee retention by establishing an organization-wide recognition program

It takes 30 seconds! (Available in full day, half day, or keynote presentations)
It takes less than a minute to make a good impression and it may take years to reverse a bad first impression. This session will help you serve in a consistently positive manner in the midst of deadlines, irate customers, and changing work priorities. You will learn how to promote a service mentality by what you say and do—no matter if you are talking on the phone, being interrupted by a co-worker, turning down a customer request, or calming down an angry customer. You will leave energized and equipped to make someone else’s day with techniques to keep your first impressions long-lasting and positive!

COMMUNICATION SKILLS
Assertive CommunicationYour Right to be Heard! (2-day session or keynote)
Have you ever had trouble stating what you want? Do you want to learn how to better present your position without sounding aggressive? Is saying “no” difficult for you? Assertive communication is a skill that can be learned and developed with practice—but it all begins with what is inside of you. The level of assertiveness is directly related to what you believe about yourself. This course will provide you with easy to implement and effective strategies that will enable you to increase your ability to communicate in a direct, honest, and appropriate manner on your job and in your personal life.

Understanding and Working with Differences (Available in full day, half day, or keynote presentations)
Do some people drive you crazy? Many times your pain is someone else’s gain! Their style is just different from yours! This session will focus on practical ways you can enhance your communication power and be able to adapt better to team members and your boss! After attending this session you will be able to:

  • Identify your own style of communication
  • Adapt your style to the styles of others
  • Reduce conflict and increase collaboration
  • Apply skills in real-life scenarios

Note: Each participant will have the opportunity to take an on-line DiSC assessment

Write Right! (Available in full day or keynote presentations)
Come to this session to receive practical, hands-on techniques that will enable you to write more clearly, concisely, and persuasively. Topics include: common writing pitfalls, writing with the reader in mind, tips on writing memos, letters, and emails. Though writing is not “fun” for everyone, this class promises to be creative, highly practical, and entertaining with real-value added strategies to spice up your writing!

Building High-Performance Teams (Available in full day, 2-day, or keynote presentations)
This session will enable your intact work team to better communicate with each other by learning and applying the following critical concepts: · Role definition · Roving leadership · How to avoid common breakdowns · Team mission · Decision making and conflict resolution · Communication styles Note: Each participant will have the opportunity to take an on-line DiSC assessment and a group report will be analyzed and compiled to aid in team communication.

CAREER MANAGEMENT TRAINING
Finding and Living Your Passion (Available in full Day or keynote presentations)
Through interactive exercise and hand-on application, you will discover the critical importance of finding and living your passion. Specifically, you will be able to:

  • Discover ways to find your passion and begin the journey of realizing if your current job is right for you
  • See how you can create a more creative and energized workplace by using your natural gifts and skills
  • Identify practical ways to incorporate your passion in your current job

Note: Each participant will receive Real World Career Development Strategies at Work!

Techniques for Interviewing for Managers and Supervisors (Available in full day or keynote presentations)
This one-day class will focus on practical interviewing techniques that will help you prevent costly lawsuits. In an interactive and participative style, you will learn the importance of equipping yourselves with the do’s and don’ts of interviewing, identify legally defensible interview techniques, understanding the hiring process and how you can use Human Resources as strategic business partners, differentiate between different types of interview questions, and apply these techniques in real-life interviewing scenarios.

Selling Yourself in an Interview (Available in full day or keynote presentations)
Most of us don’t think of ourselves as being a sales man or woman when we are interviewing for a job, but successful job candidates know that the skills of selling and marketing g are essential for making a good first impression with a potential employer. Participants will discover practical ways to sell and market themselves in an interview by being able to:

  • Understand their organization’s hiring process
  • Identify illegal questions and how to respond to them
  • Discover the most commonly asked interviewing questions and apply solid interviewing techniques in real-life interview scenarios

Career Portfolios (Available in full day, half day, or keynote presentations)
This session will describe what a career portfolio is and how it is essential to effectively showcase your skills in ways that will engage clients and employers. Specifically, you will be able to:

  • Identify what a career portfolio is
  • Discover the types of portfolios
  • Realize the essentials of showcasing skills and accomplishment stories
  • Discover creative approaches in using portfolios

Discovering your Career Path (Available in full day, half day, or keynote presentations)
This class will engage you in a journey of self-discovery to answer the question “How do I find a job that is right for me?” Specifically, you will learn how to:

  • Explore the many avenues available to you
  • Discover ways to overcome career obstacles and negative mind sets
  • Identify ways to take action on your goals
  • Explore additional learning needs

Turning your Network into your Net Worth (Available in full day, half day, or keynote presentations)
A key component in today’s workplace is the ability to create, maintain and enhance relationships and alliances with others. You will understand the importance of networking skills as related to obtaining that dream job. You will learn how to:

  • Overcome common networking pitfalls
  • Identify the key partnerships that you can apply to enhance your career visibility
  • Develop and practice your 30 second commercial

Create and Manage your Career (Available in full day, half day, or keynote presentations)
With the uncertainty in the marketplace, employees need to be equipped with career enhancement skills so that they can manage their own careers—no matter where they are in their career journey. You will learn:

  • The trends in marketplace and how you can use these trends to your advantage
  • Practical strategies in creating and enhancing your own career
  • Making your career goals become a reality
  • Ways to create a life that is right for you—whether you are new to the marketplace or approaching retirement

PROFESSIONAL SKILLS
Collaborating with your Boss (Available in full day, half day, or keynote presentations)
High performers recognize the incredible value of establishing, nurturing, and maintaining their #1 relationship—their relationship with their boss. You will walk away more energized and empowered to communicate with your supervisor or manager as you learn:

  • The value of creating a supportive partnership with your boss
  • Ways to make your evaluation meetings a win-win encounter
  • Opportunities to look at your environment from your boss’ point of view
  • Recognize and identify communication styles

Faultless Facilitation (Available in 2-day or keynote presentations)
The ability to train others in group settings is a key skill in today’s workplace. Indeed, “facilitation is fast becoming a core competency for anyone who is one a team, leading a task force, heading up a committee, or managing a department.” (Ingrid Bens, M.Ed., Consultant, Participative Dynamics). You will learn:

  • Various creative training techniques to make training fun and “other-centered”
  • Ways to ask questions and listen to engage your audience
  • The essentials of preparation, planning, and facilitating in real-life meetings

How to lead the Charge for Change (Available in full day or keynote presentations)
Successfully managing the rapids of change as a manager is difficult! But more and more, leaders in corporations, non-profits, and governmental agencies are being asked to do more with less, and whether it is embracing new technologies, keeping up with innovations, or dealing with the advent of increasingly competitive competition, managers need to adapt and quickly respond to provide cost-effective solutions for their clients. Specifically as a result of this training, you will learn how to:

  • Identify the four crucial stages of change
  • Discover ways to overcome your fears and embrace change
  • Communicate the benefits of accepting change to your team
  • Engage your entire team in a successful change effort

Time: Friend or Foe—Making the Most of your Most Valuable Asset (Available in full day or keynote presentations)
How can we make the most of our days? How can we be sure that we are living aligned with our purpose? These questions will be answered in this dynamic, practical, and participant-centered class that will prompt you to take immediate action to enhance both your personal and professional lives. After attending this session, you will be able to:

  • Discover why time/life management is crucial for effective leadership
  • Identify the most common myths of time management
  • Discover how beliefs can influence results
  • Identify the most important habitual time management behaviors and apply strategies in real-life scenarios

Note: This class includes an on-line time mastery profile

Emotional Intelligence: What is it? Why is it Important? How Do You Increase it? (Available in full day or keynote presentations)
What is emotional intelligence? How critical is it to have a high “EQ?” This class explores what is considered to be the most crucial job success factor in today’s marketplace. You will learn why Emotional Intelligence is important, what it is, and ways to increase your rating.

Note: This class includes an Emotional Intelligence Assessment