Featuring Lisa Ford

• Four levels of customer service
• Exceed customer expectations
• Recover customer loyalty
• Empower employees

Recognition: The Key to Higher Performance
Featuring John Hersey

• Three steps of Involved Recognition
• Contagious Leadership
• The "Recognize Five" strategy
• The power of non-monetary recognition

How to be a Transformational Leader
Featuring Nido Qubein

• Dynamic questions of Transformational Leadership
• The four forms of leadership capital
• Grow relational capital investments

How to Become a Stress Buster
Featuring Amanda Gore

• Identify physical and emotional warning signs of stress
• Techniques to control/lower stress
• Balance the relationship between excess input and productivity
• Why different people react differently to stress

Negotiating to Win
Featuring Dr. Jim Hennig

• The 16 strategies of bottom-line negotiating
• Reach agreement in more negotiations
• Obtain better negotiation outcomes

The Listening Advantage
Featuring Dr. Terry Paulson

• Three keys of listening leadership
• Listen "louder" in the workplace
• The skills of listening facilitation

How to Tap the Creativity of your Management Team
Featuring Bob Johnson

• Build and maintain a creative environment
• Help employees use more of their creative potential
• Embrace continuous improvement

Projecting a More Positive Self-Image
Featuring George Walther

• Project positive expectations
• Project the image of reliability
• Use specific words and phrases to set a positive tone

How to Hire, Train and Reward Employees
Featuring Lisa Ford

• Five steps of effective hiring
• Five keys to effective customer service training
• Four strategies for rewarding employees

Creating Leaders Through Mentoring
Featuring John Hersey

• Five steps of effective mentoring
• Permission Mentoring
• The most important job of a leader

Developing a Time Investment Strategy
Featuring Dr. Terry Paulson

• The six-step strategic time investment strategy
• Avoid the "kiss of yes"
• Identify problems and manage priority shifts

Increasing Productivity Through Motivated People
Featuring Jim Cathcart

• Four modes of performance
• The first and second motivational jobs of management

Using Strategic Thinking to Improve Strategic Planning
Featuring Marcia Steele

• Three steps to strategic thinking
• Strategic posture
• Align strategies to achieve maximum ROI
• What makes something strategic?

How to Develop and Maintain Rapport
Featuring George Walther

• Seek common ground
• Active listening
• Remember and use names
• Positive body language

Seven Steps to Effective Delegation
Featuring Bob Johnson

• Skills of effective delegation
• Focus on the end result
• Build trust, commitment and confidence

Motivating Through Positive Communication
Featuring Amanda Gore

• Reframe comments
• Eliminate critical words
• Make people feel special

How to Deal with Difficult Customers
Featuring Lisa Ford

• Deal with the emotions of a difficult customer
• Find agreement with customers
• Gently confront difficult customers
• Explain the solution to the customer's problem

Leaders Make Change Work
Featuring Dr. Terry Paulson

• Five leadership strategies of change
• The challenges and responsibilities of change management

How to Connect: Communicate at a Higher Level
Featuring Nido Qubein

• Make positive communication connections
• Apply the five traits of connected communicators
• The Law of Identification

How to Help Employees be their Best
Featuring John Hersey

• Three steps of Looking to Greatness in people
• The skills of Contagious Leadership
• Identify employee strengths

The 70-Minute Hour
Featuring Dr. Jim Hennig

• Twelve productivity time locks
• Overcome productivity locks
• Eliminate nonessentials
• Make your time your wisest investment
• Doing the most important activity

Effective Telephone Communication
Featuring George Walther

• Elevate telephone effectiveness and efficiency
• Minimize "telephone tag"
• Voicemail as a strategic communication tool

Effective Planning: A Seven-Step Formula
Featuring Bob Johnson

• The seven-step formula for effective planning
• Long-, intermediate- and short-range goals
• Gain employee involvement and commitment to planning
• Turn intention into commitment

Dealing With Difficult People
Featuring Dr. Terry Paulson

• The value of conflict
• Make conflict work for you, not against you
• Give - and receive - effective feedback
• Develop trust in difficult relationships