Our Programs
Programs by Topic < Back

All topics are customized for your needs.
Keynote (45-90 minutes), longer presentations (2+ hours), and workshops (half-day –multiple days) are available.

Our programs are lively and interactive, filled with movie clips, exercises, reflective discussions, stories, humor, and other activities that teach concepts experientially. You’ll leave with practical information that will change the way you live.

Express your potential! ™ 

Programs perfecting intrapersonal and interpersonal communication.


Assertiveness in the Workplace:  a Vital Skill

 

Explore how to communicate assertively without upsetting your customers or team.

By the end of this workshop you will be able to:

  • Discriminate between aggressive, passive and assertive styles,
  • Recognize the components of assertive communication,
  • Use assertiveness techniques to confidently give feedback, set limits, and handle conflict. 

Using Emotional Intelligence to Create Exceptional Customer Service .

Emotions drive our behaviors and directly impact our interactions with customers (both internal and external). By recognizing the emotional needs hidden in daily communications, we can create a context for care that leads to delighted customers.

 

By the end of the workshop attendees will:

  • Understand the emotional needs of our patrons.
  • Discover how emotional intelligence relates to customer service.
  • Explore the impact of nonverbal communication and reflect on my own habits.
  • Practice 4 skills for customer satisfaction: Active Listening, Empathetic Response, Articulate Apology, and Determined Problem-solving.
  • Understand the interdependence between internal and external customers.
  • Understand how emotions function and the reaction cycle of emotions.



Managing Conflict

While conflict is inevitable, the effects of conflict are determined by your reactions. Handling conflict effectively can actually increase trust, morale, and productivity!
Possible topics in this program may include learning to:

  • Approach conflict as a process.
  • Manage the nonverbal messages you send and receive.
  • Send and receive clear, accurate messages.
  • Actively listen to and understand what others are saying.
  • Effectively handle conflict.
  • Build trust in your workplace.

 

Do your employees face angry customers?

This interactive workshop teaches concrete techniques to defuse customer anger.  Participants will learn ways to calm customers and avoid behaviors or language that might escalate conflict.  

By the end of this session participants will:

  • Understand both the emotional and practical needs of our customers.
  • Recognize verbal "baits" and how to handle them.
  • Use the CARP technique to manage angry customers:  (control, acknowledge, refocus and problem solve).
  • Explore self-talk and its role in our behavior with customers. 
  • Understand the difference between confrontational and cooperative language.
  • Practice 7 tactics for regaining control of an escalating conflict with a customer.

Emotional Intelligence and the Work of Changing Ourselves.

Is it possible to change? Emotional Intelligence does not offer a “quick fix” but it does offer extremely practical tools for examining our habits and patterns of thinking, feeling, and acting.

With this program you’ll take away an understanding of:

  • Current brain research and what it says about how we’re wired emotionally.
  • The three phases of an emotional reaction and how to deal with each.
  • Methods of examining our thoughts, feelings and actions.
  • Ways to begin changing our reactions.

Emotional Literacy - Learning to be Smart with Feelings.

Are your emotions friend or foe? According to Time Magazine, “Emotional intelligence may be the best predictor of success in life." Many experts now feel that EI is a better predictor of achievement than IQ. Emotional Intelligence is a new field that utilizes brain research to confirm two vital ideas: emotions offer us a unique kind of knowledge AND we can learn to manage our emotions intelligently. When we know how to use our emotions well, we can be more effective and happier.

We will explore:

  • how emotions function and why they are so hard to manage. 
  • the benefits of "emotional literacy" at work--recognizing the early stages of conflict, understanding our nonverbal messages, communicating more authentically, and enhancing our decision-making.

How can I motivate Larry to take out the garbage?  How can I motivate myself to write that report?  These and other secrets are revealed in this dynamic exploration of psychology and emotions. 

This session will cover:

  • The three most important factors needed to create a motivated workplace.
  • How to create the productive and pleasurable “flow” state at work.
  • Recognizing language that derails or builds accountability.
  • Thought patterns that increase motivation and productivity. 
  • Best practices to motivate yourself and others.

How Can I Serve? Discovering Your Noble Goal.

This short program uses exercises and discussion to explore your personal “mission statement” or “noble goal.” Since noble goals motive, inspire, and help us navigate and make consistent choices, they are an invaluable aid to living.

Fearless, Dynamic Speaking.

This fun, interactive workshop will transform the way you see speaking to a group.  Learn to harness your natural abilities and style.  You can excel and enjoy public speaking!

  • Changing nervousness into an energized presentation.
  • Organizing your ideas.
  • Creating a powerful, charismatic presence
  • Developing a voice with authority.
  • Discovering how to use PowerPoint to engage audiences.
  • Using storytelling and narrative to make your presentations come alive.
  • Eliminating vocal fillers.
  • Learning to deliver content without memorizing.

This program can be customized "For Women Only."

Split in Two? Discover the Power of your Paradox.

Using the steps from the book Paradoxical Thinking: How to Profit from Your Contradictions, this active workshop will help you identify your core paradox. Then we’ll explore how taking advantage of contradictory elements in oneself can lead to more effective living.

With this program you’ll:

  • Identify your core paradox.
  • Shift your perceptions about yourself.
  • Identify your high-performing and low-performing tendencies.

Stretching the Brain with Improvisation—Games for Creativity.

Exploring the same theatre games used by troupes like “Second City,” we will playfully discover our own creative genius. Everyone is creative!

Managing Emotions to Drive Change

It is estimated that over 70% of change initiatives in organizations do not yield the results that are needed. There are many reasons for these failures; one key reason is the lack of preparation for and skill with the human-side of change. Great strategies fail when managers don’t create buy-in or execute the change in an emotionally intelligent way.

By the end of this workshop participants will: 

•         Become aware of the emotional side of change

•         Understand why change efforts typically fail

•         Learn the EQ Change Model and the Cycle of Resistance

•         Use the Six Seconds EQ Model to understand the emotional skills required

•         Integrate the key ideas by planning for an upcoming change   This workshop helps those leading change to consider the emotional dynamics of change. It introduces them to a powerful roadmap for considering the people-side of change, and helps them identify the key skills they need to develop and leverage in order to follow that map.

Best Practices in Communication
Whether we are working with external or internal customers, communicating well is vital toward managing, influencing, or serving others. 

By the end of this program you’ll know:

  • A proven formula to get others to hear you without getting defensive.
  • Nonverbal habits that derail trust.
  • A strategy for holding courageous conversations.
  • Techniques to enhance listening.

Who Pushes Your Emotional Buttons? Techniques for Navigating Troublesome Emotions.

Current brain research offers us a new understanding of why our emotions sometimes overwhelm our thoughts and actions. We can learn to manage our emotions and live happier and more effective lives.

By the end of this program you’ll understand:

  • The effect of brain structure on your emotional life.
  • Processes to handle the “reaction cycle” of an emotion.
  • Systems to recognize patterns of behavior and change them.
  • Methods of analyzing everyday thoughts, behaviors, and emotions to change them.

Where Does the Time Go??? Principles in Time Management.

What would you do with an extra hour each day?
Using video clips, discussion, quizzes, and small group activities, this program provides current theory and practical tips to transform your habits and help you utilize your time more effectively.

Workshop objectives:

  • Identifying time wasters.
  • Recognizing goals and setting priorities.
  • Creating effective "to-do" lists.
  • Matching energy levels to tasks.
  • Dealing with interruptions like drop-in visitors, telephone calls, and emails.
  • Overcoming procrastination.
  • Managing time in crisis situations.
  • Learning to work in “flow.”
  • Balancing work and personal life.
  • Working smarter, not harder!

Building a Customer-Oriented Culture

An effective customer- centric culture provides customer experiences so moving and memorable that they increase customer loyalty. Ardent loyalty is an emotional connection with a business that leads customers to always choose your product or service and to recommend your service to others. By the end of this session participants will:

  • Understand the difference between a business-centric and a customer-centric culture. Understand key attributes of a customer oriented culture and evaluate their organization against this list. Identify what every employee should know about their customers. Explore the importance of keeping employees close to customers regardless of their position in the customer service chain. Identify "touch points" where employees can enhance customer service. Explore a tool to map customer needs and expectations.
  • Understand the power of emotions in customer interactions.

Click here to read about my playwriting background, awards, and what the critics have said about my work.