Leadership Isn't For Cowards
How to Lead Courageously in a Turbulent Age

We live in an age when it is more and more challenging to manage all of the information, demands and challenges that are coming at us. It takes real courage to stand firm in what you believe and then to get your followers to understand what really matters and how to execute effectively. Your ability to influence your followers is key to every step of creating significant results. Courage is the key element in that process.

Participants will learn:

• The real definition of courage
• The three most important steps you will ever take
• The power of commitment
• What your followers do, really do, when you are not around
• The primary motivator of all people
• The three things every leader can do to insure leadership failure
• The importance of high gain activity and how to do more of it
• Six steps that will insure effective execution

How It Was Is Not How It Is
How to Create an Exceptional Customer Experience

Are You Creating a World-Class Customer Experience? Please read that carefully. Then read it again. When all extraneous issues are stripped away, the customer experience is the single most critical factor in determining your success. In a very real sense, nothing else matters. How that experience is defined is the key to success.

People sometimes hesitate to speak of creating the customer experience because it can sound cliché or simple. The fact is it is simple - but not easy. Up until around 1995, the provider of goods and services drove the transaction. That is not the way it is anymore, and we are not going back. To believe that customers are going to transact business the way they always have is to ignore the majority of the research and to ignore your own experience as a consumer. Today the customer, and only the customer, defines what that experience is and how much it is worth.

Participants will learn:

• How to create a unique differentiator for you in the marketplace
• Why customer service does not differentiate you
• The motivator of all consumers
• Key strategies for re-inventing your customer experience model
• How to deliver a wildly successful experience for each and every one of your customers from start to finish

How to Build a High Performance Culture
Getting the Heart of the Leader Beating in the Chest of the Follower

What do you stand for? What does your company stand for? Are your values clear? Are they obvious to customers, staff and the community? Is your company optimally positioned and differentiated by the consistent application of your vision and core values?

Most leaders and organizations are moving at such a rapid pace that taking a step back to think about these things seems like a luxury when, in fact, it couldn’t be more crucial. It doesn’t matter where your company and your industry stands in the growth cycle. Focusing on who you are and what you stand for is the most critical thing you can do.

Participants will learn:

• How to identify and apply their core values to their leadership
• How to align their behavior with what they say they believe
• How to be powerfully influential regardless of level of authority
• How to build accountability and improve efficiency

Deal With It!!
How to Stay Calm Under Pressure

It’s not about stress management. That won’t work! It’s not about changing your circumstances. That will only change the scenery. Today, more than ever, you are being asked to do more and more. What it gets down to is how you choose to invest energy. It’s not the hours you work, it’s the value you get from the work you do. Do not, under any circumstances, let someone convince you that it is an easy process - but it is simple. In this session, participants will learn what it takes to stay calm and focused even if they don’t like the circumstances.

Participants will learn:

• What drives your choices
• Why distress has the effect it has
• Why the things that happen to you, while challenging at times, are not the problem
• The steps to staying calm and productive
• The thought processes that cause some to thrive and others to collapse

Do You Know How to Shut Up?
Applying the Art of Clarity

Do you really understand the importance of a tactful and clear message? Does your organization have a clear and compelling since of who they are and how to communicate that? Based on Mike Staver’s best selling book by the same title, Do You Know How to Shut Up creates the opportunity for participants to examine the extent to which they are clear about their messaging and clear about how to give information in an amount the listener can tolerate. Perhaps no other skill determines the potential for personal and organizational success like the skill of artful communication.

Participants will learn:

• How to balance diplomacy and frankness
• How to give information in an amount the listener can tolerate
• How to use the power of questions to insure maximum effectiveness