How to Exceed Customer Expectations

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

How to be a Transformational Leader

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

How to Become a Stress Buster

• 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

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

The Listening Advantage

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

How to Tap the Creativity of your Managers

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

Projecting a More Positive Self-Image

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

How to Hire, Train, Motivate and retain Employees

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

Creating Leaders Through Mentoring

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

Developing a Time Investment Strategy

• The six-step strategic time investment strategy

Increasing Productivity Through Motivated People

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

Using Strategic Thinking to Improve Productivity

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

How to Develop and Maintain Rapport

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

Seven Steps to Effective Delegation

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

Motivating Through Positive Communication

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

How to Connect: Communicate at a Higher Level

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

How to Help Employees be their Best

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

The 70-Minute Hour

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

Effective Telephone Communication

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

Effective Planning: A Seven-Step Formula

• 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

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