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Month |
Training Title |
|
January |
LISA FORD
HOW TO EXCEED CUSTOMER EXPECTATIONS
Amaze, astound and astonish customers
The “Four Circles” of Service
Six steps of customer recovery
|
JOHN HERSEY
RECOGNITION: THE KEY TO HIGHER PERFORMANCE
The three steps of Involved Recognition
Contagious Leadership
The key to motivation
|
|
February |
NIDO QUBEIN
HOW TO BE A TRANSFORMATIONAL LEADER
Three dynamic leadership questions
Make wise Relational Capital investments
Operate at the purpose level
|
AMANDA GORE
HOW TO BECOME A STRESS BUSTER
Four stress strategies
Mental rehearsal
The mental intelligence stress quotient
|
|
March |
DR. JIM HENNIG
NEGOTIATING TO WIN
Fourteen bottom-line negotiation strategies
Getting and giving concessions
The relative value advantage
|
DR. TERRY PAULSON
THE LISTENING ADVANTAGE
Three keys of listening leadership
Flapper Valve theory
Listen louder to employees
|
|
April |
BOB JOHNSON
HOW TO TAP THE CREATIVITY OF YOUR MANAGEMENT TEAM
The first action of change management
Creativity that promotes commitment
The creative difference between managers and leaders
|
GEORGE WALTHER
PROJECTING A MORE POSITIVE SELF-IMAGE
Set positive expectations
100% integrity
Speak the language of leadership
|
|
May |
LISA FORD
HOW TO HIRE, TRAIN AND REWARD EMPLOYEES
Five keys of effective hiring
Realistic job previews
Keep service-oriented employees
|
JOHN HERSEY
CREATING LEADERS THROUGH MENTORING
Cultivate leadership talent
Build a positive workplace culture
Set direction, activities and conduct
|
|
June |
DR. TERRY PAULSON
DEVELOPING A TIME INVESTMENT STRATEGY
Mission centered measurement
The Kiss of Yes
Manage priority shifts
|
JIM CATHCART
INCREASING PRODUCTIVITY THROUGH MOTIVATED PEOPLE
Discretionary effort investments
Keep purpose alive
Four modes of performance
|
|
July |
MARCIA STEELE
USING STRATEGIC THINKING TO IMPROVE STRATEGIC PLANNING
Three steps of strategic thinking
The ROI of strategy alignment
Strategic success factors
|
GEORGE WALTHER
HOW TO DEVELOP AND MAINTAIN RAPPORT
Find common ground
The core essence of communication
Five rapport-building strategies
|
|
Augest |
BOB JOHNSON
SEVEN STEPS TO EFFECTIVE DELEGATION
Entrust responsibility
Grant authority
Create accountability
|
AMANDA GORE
MOTIVATING THROUGH POSITIVE COMMUNICATION
Think – believe – behave
The MMFS Mission
Reframe negative comments
|
|
September |
LISA FORD
HOW TO DEAL WITH DIFFICULT CUSTOMERS
Seven steps of dealing with difficult customers
Listen around the edges of complaints
The power tool of customer service
|
DR. TERRY PAULSON
LEADERS MAKE CHANGE WORK
Five change strategies
Unleash the “Power of Story”
Support heroic efforts
|
|
Octuber |
NIDO QUBEIN
HOW TO CONNECT: COMMUNICATE AT A HIGHER LEVEL
The Law of Identification
Three responsibilities of connected leadership
Answer the connection questions
|
JOHN HERSEY
HOW TO HELP EMPLOYEES BE THEIR BEST
Look to greatness
Build willing accountability
Focus on what’s possible
|
|
November |
DR. JIM HENNIG
THE 70-MINUTE HOUR
Twelve productivity time locks
The Paradox of Time
Three-step delegation process
|
GEORGE WALTHER
EFFECTIVE TELEPHONE COMMUNICATION
Voicemail: a strategic communications tool
Win at telephone tag
Elevate communications importance
|
|
December |
BOB JOHNSON
EFFECTIVE PLANNING: A SEVEN-STEP FORMULA
Sharpen management’s aim
Follow up and follow through
Strategic mapping
|
DR. TERRY PAULSON
DEALING WITH DIFFICULT PEOPLE
Solving problems, not evading them
Before you confront, prepare a script
Build bridges to difficult people
|
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