Wednesday, April 17, 2013
Step Up to Leadership
(10:00 AM - 01:00 PM)
Employees are open to influence and motivation. "If you tell me what to do, I will do it to protect my job. But if you inspire me to do it, I will do it to the best of my ability."
Supervisors who understand this simple truth and know how to apply it are the ones who generate results in today's organizations. Great managers develop high-performance teams that get results because they know how to lead a team, not just manage it.
This program will smooth your transition from individual contributor to supervisor to leader. You will learn the basics like delegation, time management, and performance appraisal techniques, and gain insights into the more advanced aspects of leadership needed to inspire and motivate teams.
Secrets of Motivation
(12:00 PM - 02:00 PM)
To achieve your strategic objectives, you first need to learn what motivates employees to work to their full potential. Secrets of Motivation will teach you how to become a leader who is known for getting results through people. You’ll learn to build effective relationships, encourage commitment, and harness innovation in your work environment.
Transforming Customer Complaints into Opportunities
(03:00 PM - 06:00 PM)
Customers complain. What is important is how you handle those complaints when they arise: Do you follow a consistent process, treating each customer with equal understanding and empathy? Do you resolve their complaints in a way that earns their trust and their continued business?
In this session, you will explore the variety of causes of complaints, identify ways to neutralize negative attitudes, follow a process that deals with both the emotional and rational elements of complaints, and identify root causes and the ways you can reduce the number and type of complaints. You will also walk away with numerous tips for keeping a positive attitude, even when dealing with difficult people and issues.