Wednesday, April 10, 2013
Kickoff to the Dale Carnegie Live Online Experience
(01:00 PM - 01:30 PM)
Our online learning environment is designed to be engaging, interesting, informative, and above all, interactive. We want your experience to be great, so that you can apply useful Dale Carnegie® principles in your work and personal life.
Plan to attend this event using your own computer and audio connection. Success is all about interaction, so participate actively using all of the methods available to you. Remember that others are depending on you to keep the session running smoothly and generate an unforgettable experience.
Participants consistently tell us that the major benefit of these sessions is the information that is exchanged among the group, so we encourage and value your contributions.
Managing Customer Expectations
(06:00 PM - 09:00 PM)
It is a simple truth: customers continue to do business with organizations that deliver on what they promise and who have treated them fairly. You have far more potential to develop long lasting relationships and future business success by managing customer expectations in a consistent way. In this session, you examine ways that you can exceed your customers’ expectations by setting, monitoring, and influencing their expectations. You start by determining their initial expectations and the reasons for each. Then you proactively set realistic expectations with the customer, leverage sure-fire ways to exceed them, and follow an ongoing and consistent process to manage customer expectations in the future.
Managing Conflict in the Workplace
(09:00 AM - 12:00 PM)
Nothing can destroy productivity, derail projects, and damage your reputation faster than workplace conflict. Whether it smolders just beneath the surface or becomes open warfare, conflict can paralyze your group, department, or the entire organization. And once initiated, the unpleasant task of resolving conflicts falls on your shoulders.
Based on the time-tested principles from the new book How to Win Friends and Influence People in the Digital Age, this program prescribes the best approaches for effectively dealing with conflicts, so you can resolve issues while maintaining positive relationships. Learn to diagnose conflict before it intensifies, apply appropriate conflict resolution techniques to specific situations, and remain poised when tension is high.