"How To Avoid A Shark Attack - Dealing With Difficult People and Tough Situations"
Not all people are friendly and easy to deal with. Learn how to deal with the "sharks" in your life by learning why they act the way they do and the best way to handle them.
"The HOW Behind WOW!
- What It Takes To Provide Exceptional Customer Service"
Based on Peggy's new book, Customer Service: How To Do It Right!, this session shares a step-by-step, do it yourself strategy to keep customers loyal, attract new ones and increase your profits. Learn the recipe for a reliable system to help you create a lasting service culture.
"From Bebop to Hip Hop - Working Effectively with the Generations"
For the first time ever, there are four generations in the workplace. And surprise! They don't always get along or work together effectively. Each brings their own set of expectations and values and often blames other generations for workplace problems and issues. Learn the characteristics of each generation, their values and how you can manage and work effectively with each.
"How Do You Spell Success? - R-E-T-E-N-T-I-O-N!"
Keeping talented and well-trained employees on board is one of the biggest challenges facing business today. It takes more than money and stock options. Those are a given in many markets today. This session shares advice on how to achieve the five "R's" of retention. Responsibility and challenge, rules and goals, respect, rewards and recognition and revelry are the additional keys needed to keep your employees faithful to your organization.
"I Love Complaining Customers!"
Anybody can deal with a reasonable customer, but it takes a pro to appreciate and handle the unruly person. Learn why complaining customers are a gold mine of information and how to make every complaint a chance to develop more business from that unhappy customer and to improve your service.
"Impressions - The First May Be Your Last."
In our increasingly competitive environment people make buying decisions based in part by the image you and your organization create. You only have one chance and you'd better make it count. This session focuses on ways to create and enhance your organizational image through appearance, body language, vocal presentation and environment to help you attract and keep customers.
"The Challenge of Change - Developing a Mindset for Change"
The whirlwind of change is not going to go away; experts predict that it will just accelerate. The ability to deal with and manage rapid, incessant change is a key skill needed to move successfully through the 21st century. Learn how to use the skills of flexibility and attitude to develop a mindset for change.
"Full Team Ahead-What It Takes For Teams To Really Work"
Based on Peggy's extensive work with teams, this session shares ideas on how to make your teams work better. Learn the eight components that are needed for any team to be successful, how to deal with non-performing team members and assessment tools to help you give your organization a team checkup.
"Things Would Be Great If It Weren't For All These People--Developing More Effective Relationships"
Life is full of difficult people, situations and demands, but we never quite learn to deal with them as effectively as possible. Working with, managing and just getting along with others is an important skill in today's workplace. Take a fun, interactive look at how to flex your basic communication and behavioral style to help you get along better with others.
