4 Simple Steps to Defuse Difficult People
The next time you have to deal with someone who is resistant to change, angry, stubborn, rude or egotistical, wouldn't it be nice to have some simple, practical ways to keep the conversation focused, structured and going where you want it to go? Difficult people are everywhere, and they can cause big problems unless you are able to redirect their energies and control their acting-out.

You will learn four specific communication skills in this program that you can use to resolve conflicts and reduce tensions in the workplace. These methods work whether you're facing a bully or a back-stabber, someone who is explosive or someone who has hidden resentments and agendas.

What Did I Say, What Did You Hear?
When was the last time you had a conversation you thought was clear, but turned out later to have been badly misunderstood? This happens all too often, and perhaps it is time to learn some new ways to be perfectly clear about what we say and what we hear.

This program brings attendees to awareness about the many ways they communicate with others, intentionally and unintentionally, and shows them how to organize and choose their communication methods and styles. They will also learn what the four biggest communication mistakes are, and how to avoid them.

Mastering Sales Magnetism
Mastering Sales Magnetism teaches business owners how to attract the right clients instead of chasing after them. The result is a dramatic increase in profitability with a simultaneous decrease in the amount of time, energy and money spent on prospecting, sales and marketing.

Personal time management is not about fitting more activities in - it's about doing what is needed when it is needed.

It's also not just about time. Most people spend 80 percent of their time on typical activities that contribute less than 20 percent to the important needs of their work

In this program, you'll find out how to:

• Prioritize your time and energy
• Set realistic goals
• Create dynamic action plans.
• Handle lists and scheduling
• Get organized and tame clutter
• Control multi-tasking
• Deal with interruptions
• Set boundaries
• Delegate effectively

Four Keys to Great Customer Service
Have you ever called a business and been put on hold for so long that you no longer wanted to have anything to do with that company? And then when you do talk to someone, that person is not helpful or downright disrespectful? This is a nearly universal experience, and it means that many organizations have a big problem with client contact, whether they know it or not.

This program is a total customer service training that gives attendees better skills in four critical areas so they can:

• Elevate Attitude
• Establish Trust
• Eliminate Delays
• 'Defuse' Difficult People

Poor customer service is the biggest and most common consumer complaint. Once your people have taken this training, you'll have a much better chance of connecting with customers who want your product or service.

The Coaching Toolbox for Managers:

Powerful Strategies for Success with People

How can managers motivate and retain good people in today's work environment? The old vertical style of management - "Do what I say and don't ask questions" - doesn't do well with today's workers.

The answer is coaching. The coaching model offers a set of powerful skills that can free managers to break through to greater workplace productivity and harmony.

This workshop will assist managers to learn and use coaching principles and techniques, including the following:

• Active listening
• The art of asking the right questions
• Active listening
• Goal setting
• Active listening
• Obstacle identification and elimination
• Action plan design
• Accountability processes
• Boundary setting

This will enable managers to better assist their people to:

• learn new skills
• take new actions
• develop new habits
• Stay on track and prevail in the face of difficulties.

Coach Yourself to Success!
What keeps you from getting where you want to go? Is there a gap between your intentions and your performance?

What coaching does is close that gap.

Coaching takes any desire, problem or goal and offers a fast and powerful process to get from the 'stuck' or starting place to your desired result. In this program, you'll learn coaching techniques you can use for yourself to problem-solve and achieve your own goals.

Three Secrets of Powerful Public Speaking
Have you ever given a presentation that fell flat on its face? That may have been because you fell prey to the number one fear of Americans: getting up in front of other people to speak.

Learning to be a powerful speaker is one of the greatest achievements you can achieve in the business world. Whether you are presenting a report to a few people or addressing the media, being able to make your case in front of others with power and clarity is an essential skill.

In this program you will learn many techniques and tips that will have you well on your way to being an outstanding public speaker.

Also available...

Aligning your values with your decision making

Building a Strength Based Organization

Stress proofing your life

Saying No to What Doesn't Fit

Leadership Lenses Group