"I heard what you said, but what did you really mean?" Has anyone ever said something to you that went right over your head? Ever heard of the man who said, "My wife told me I do not listen to her, or..uhm...something like that!"?

In this dead-on discussion of personality styles, based on the DISC profile, we will unravel the mystery of understanding what is actually said between the lines. Understanding that only 7% of communication is achieved with words, we will look at the message we are sending, or at least thought we were. Guaranteed great fun as well as downright usable!

If the world has ever seemed like it was turned upside down to you, this workshop will make perfect sense. The daily grind of routine can find you in a joyless rut. Problem is, over time a rut will become a grave. Learn how to start the renewal process with your own attitude makeover! Happiness really is a choice, OUR choice. This workshop will help you learn how to change behavior that has left you feeling "less than". Being UP is a can do it. You really can!

Ever heard your employees disgruntly saying, "Oh NOOOOOO! NOT ANOTHER CUSTOMER!!!! ?" That alone is a nail in any business coffin. Here is a fundamental truth: Customer equals paycheck. Pretty simple. However, is the public always right?

This interactive session looks at ways to improve overall customer relationships, particularly with angry and difficult customers.

The Importance of Being an Effective Communicator: Serving Internal and External Customers
The success of a business is based to a large extent on the people skills of its employees. The purpose of this one-day seminar is to improve the company’s business relationships through the skills of interpersonal communication with internal and external customers. Participants will gain a perspective of service excellence from the customers’ point of view when conducting business transactions both in person and via telephone. Using class discussion and interactive exercises, they develop skills for dealing with internal and external customers in a variety of recurring scenarios including technical support, answering questions and giving information. The skills learned in this program serve to enhance the performance of all employees who interact with fellow employees and customers resulting in reduced stress, more efficient utilization of transaction time and improved customer satisfaction. The course will cover areas such as: knowing what customers expect, assessing the ‘personality types’ of customers, how to control problem situations, creating a ‘positive image’ for customers, and effective phone and e-mail communications. Learning outcomes in this program include:

  • The blueprint of effective communication
  • What your customers expect 
  • Creating positive customer experiences by using the appropriate communication style
  • Handling all customer transactions professionally and efficiently
  • The five basic strategies for handling stressful customer situations

Would you rather have a colonoscopy than go to work? Would it be easier to bag fog than to get yourself back to the office? Have you lost the joy and excitement you once felt going to a "new" job? There’s hope!

This fun and interactive workshop looks at the physical and psychological benefits of laughter at work. Learn how to manage negative emotions at work and rekindle a spirit of optimism. We will explore using humor as a coping mechanism, refocusing negative self-talk, and getting in touch with that wonderful child within.

How serious can we be about humor in the workplace, and how humorous can we be about the seriousness we often find there? According to an international survey, only 15% of workers are fired because of lack of competence. The remaining 85% are let go because of their inability to get along with fellow employees. When asked about the qualities of an effective employee, senior administrators and human relations personnel check humor as one of the choice attributes of a desired employee. Wonder why? The simple answer is that humor is our greatest asset in personal and professional growth. In this fun and interactive workshop participants will:

  • Discuss the physical and psychological benefits of humor at work.
  • Explore using humor as an effective tool in communication.  
  • Discover humor in everyday places. 
  • Dissect the true meaning of optimism.
  • Define Re-framing a Situation.
  • Route how thoughts, feelings and beliefs drive attitude and actions.
  • Engage that inner child as a life management partner.
  • Learn strategies for creating a positive workplace

Have you ever felt that your hair was on fire? Ever robbed Peter to pay Paul? Ever felt like you were in the dryer with a pair of tennis shoes? Ever felt like the little man at the circus whose job was to keep those pie pans spinning? Wake up Baby...snap out of it!! This very humorous presentation will take an in-depth approach to stress: what it is, how it happens, how it robs us of our joy! We will explore stress management techniques, maximize the positive effect of laughter, and lean how to re-frame stressful situations.

Statistics tell us that 78% of conversation daily is negative. (Good Grief). Are you part of the problem or the solution?

Come and meet the hysterically funny NEGATIVE NELDA! As a whining, complaining, pessimistic ol’ gal, she will help you see and hear the personification of negativity. Truth is, she may even help you see that self-defeating behavior in yourself and ultimately give you some tools to deal with it. Guaranteed to improve the attitude...maybe even your sex life. Ok, I was kidding about that last part, but who knows? In this session, you'll learn:

  • To understand negativity and its causes.
  • The high cost of negativity in the workplace: turnover, lack of trust, burnout and lethargy.  
  • To explore the many disguises of negativity: Blamers, Chronic Complainers, Nasty-Nicers, Yes But-ers, Whiners, Procrastinators and many more!  
  • Clearly define pessimism and optimism.  
  • Learn how to replace negative self talk with positive affirmation.  
  • To explore the effects of attitude.  
  • Discuss the importance of humor in every situation. 
  • Define Re-framing: Getting a new perspective.  
  • Acknowledge the power of THANKFULNESS AND GRATITUDE. 
  • Empower and energize attendees to bring about change in their own lives.