-- Customer Focus --

We offer the following services to assist you in promoting a customer focus in your organization by promoting employee personal development, team development and by providing skills in listening to and interacting with customers.

Communications, Feedback, Listening and Understanding
 The issue of effective communications still challenges most organizations and at all levels. The goal of improving communications is vital to overall profitability and productivity. View workshop details.
Communicating With Customers - Participants will, by lecture, discussion and practice, improve their communication with internal and external customers. Areas of learning include constructive feedback, reinforcing desirable behavior, mutual support, and selling ideas.

Dealing With Different Personality And Behavioral Types - Participants will use appropriate inventory assessment tools to understand themselves and others. Understanding how different behavior profiles engage is fundamental to how individuals interact and deal with one another in productive ways. We will also address difficult behavioral patterns and how to cope with them.

Behavioral Communications - The Program is designed to give specifics in communicating desired behavior changes to improve relationship and results. The model helps participants to use START, STOP, CONTINUE phases to get the message understood. (Read an article on START, STOP, CONTINUE.)

Seeking to Understand, Before Judging - A unique approach to increasing our ability to understand others and why they think, act and behave as they do.

Communication Skills For Team Building - This workshop will focus on skills needed for team building and on any specific communication challenges the participants bring to the discussion. Topics include: constructive feedback, reinforcing desirable behavior, conveying information, facilitating planning and problem-solving.

Oral Presentations - Share your vision, your knowledge and your thoughts with groups and individuals in order to achieve your organization's goals, develop productive relationships and sell your products, services and ideas. Participants will analyze audiences, organize messages, polish language use skills, and deliver presentations to inform and persuade.

Written Communications - Everyone in your organization needs to present ideas, strategies and plans to inform, persuade and communicate with others in writing. Participants will practice writing documents pertinent to their work.
Sales Skill Development
 Developing the personal confidence and technical understanding of the buy / sell process. Learn how to establish credibility, build relationships, discover needs and overcome stalls and objections. View workshop details.
Time Strategies, Management and Organization
Most individuals find it difficult to get everything accomplished within deadlines. This workshop focuses on determining priorities, creating workable plans to ensure successful completion of assigned work and implement a personal time management system. View workshop details.
Goal Setting This program builds employee self-motivation by creating a consistent format for goal achievement. Employees develop confidence and self-esteem as they assume more responsibility for their own success.
Personal Excellence
 Engage in a journey of individual continuous improvement with coaching and support of a facilitator and group-mates. Increase self-understanding and discipline in order to create a strategic plan and expand personal and professional skills. The individual will increase life satisfaction and the organization will benefit from increased self-direction and purposeful leaders and staff. View workshop details.
Gender Issues, Sexual Harassment, Prevention and Handling Participants will become aware of gender differences, practice ways to communicate effectively with their own and the opposite sex, and learn guidelines for evaluating behavior that is potentially harassing. This program will enable you to avoid painful, costly lawsuits, set and observe appropriate boundaries, and capitalize on the strengths of women and men.
Cultural Awareness This workshop is for the individual who is or will be working abroad. We will look at cultural similarities and differences from both a theoretical and practical perspective. Participants will be able to study their country of interest with both a scholarly detachment and a compassionate, human involvement. This workshop can be directed toward a specific area of the world, for example, Asia or Latin America. Or, it can be an in depth workout on intercultural studies using specific cases from a variety of countries to illustrate principles being learned.
Diversity Awareness Participants will gain awareness and knowledge of the richness of difference among ethnic groups, people of many countries, and lifestyles of Americans. draw and expand on existing relational skills to understand and work with people whose world view, daily habits and aspirations are different from yours.
Project Leadership This workshop builds on the Process Analysis series, and is designed to build leadership capability for re-engineering projects, and other sophisticated process improvement projects. Bring systems thinking to bear on organizational issues and provide a process and structure to deal with critical business issues.

-- TEAM DEVELOPMENT --
Team Building Informal workshop setting designed to learn more about cross functional responsibilities. The goal is to increase awareness and respect for one another. The group works on team building exercises to develop trust. The focus is to understand how much more can be achieved when working effectively together. Understanding and communication skills are also addressed. The group begins work on an actual problem over the session. The initial focus is to understand how we learn as individuals and how the team will work together to solve the problem. The primary focus is on the Plan-Do-Study-Act problem solving cycle, a basic systems tool, and Problem Solving tools and techniques to begin applying this knowledge to the team’s task.
Team Facilitation The goal of any program is to build sufficient self reliance to be able to tackle any organizational process or problem using all the tools and techniques learned from external sources. The best way to do this is to find enthusiastic people willing to learn more about how teams work, how the system should work as a whole and who have a clear personal vision of what the organization can look like.
Conflict Management Learn to deal with conflicts in a constructive format. This workshop focuses on how to avoid conflict as well how to deal with disagreements that threaten a productive team environment. Create a positive atmosphere where differences are valued and the focus is on making the best decision.

-- CUSTOMER SATISFACTION --
Customer Service Creating a Customer Driven Organization requires everyone to understand their relationship to their customers both internally and externally. We encourage everyone to participate in this series. The focus is for everyone to map out the customer relationships throughout the organization: your map will identify the individuals you depend on and those who depend on you for products and/or services. This is especially valuable as new individuals join the organization and need to come up to full productivity in a short period of time.
Listening to the Customer You need feedback from customers to know how you are doing. Proactively seek input from customers on results from business processes. This activity includes interviews, focus groups, customer surveys and questionnaires. The activities apply to customers, suppliers and vendors, management, employees and stakeholders.