HARNESSING YOUR MENTAL AND EMOTIONAL ABILITIES TO PROVIDE OUTSTANDING CUSTOMER SERVICE
Have you ever noticed that managing customers well means managing their emotions and expectations well? People in any business that focuses on relationship management need emotional management skills. First, for themselves and then for managing others. And the outcome is becoming an even more persuasive, positive and powerful communicator. This general session:
- Spills the secrets for understanding and managing emotions of all types in the situations that you face
- The session is customized to the audience, but you could learn, for example, not only how to turn around an angry and upset customer but how to end the exchange with them thinking you are the best thing since sliced bread.
- If you are management, this is the place to learn how to handle upset employees and difficult workplace situations.
- If in sales, this will help you get through the obstacle course of handling objections.
Through humor, interaction and insight, learn how you can use what you learn to bring even greater success and happiness to your life, and to the lives of others
THE POWER OF POSITIVE PERSUASION
In this session, you will learn how to develop positive, non-manipulative "influencing" skills:
- The ability to influence is just as important as negotiation and conflict management.
- By using these barely perceptible communication skills, even the most resistive persons will see the benefits of your recommendations.
- Use of these skills will earn you the respect of your clients, management, and co-workers.
CREATING GREAT COLLABORATIVE RELATIONSHIPS
Wouldn't it be great if everyone at work got along? Wouldn't it be great if we all lived in perfect harmony? Well, while we can't recreate Disneyland, there is a lot that we can do to build really good relationships with our co-workers, team members, vendors, customers and even our loved ones. The secret?
- Learn how to become comfortable with conflicts.
- How to manage and resolve conflicts.
- How to prevent them or stop them before they get out of hand!
- In this general session, JPA shows you how everyone has their own conflict management and "negotiation" style. Learn yours, everyone else's, and tons of practical techniques that really, really work.
This is one of JPA's oldest and most popular keynotes. What could be a heavy topic instead shows the secrets to understanding others, different "styles" of negotiation, and strategies for building collaboration using demonstration and lots of humor.
HOW TO HANDLE PEOPLE EXCEPTIONALLY WELL
Learn how to understand what motivates the difficult people you deal with, predict and prepare for difficult encounters, use a proven action plan for confrontation, alter negative behavior with positive results, work through a situation to permanently resolve conflict, and deal with potentially difficult situations before they get out-of-hand. Find out how to keep your head...your cool...and your control!
THE PSYCHOLOGY BEHIND FRAUD, UNETHICAL BEHAVIOR AND WHITE COLLAR CRIME
How is it so many people have been duped over the years and so many of the perpetrators continue to get away with it? Is there a pattern to the worst perpetrators of white collar crime and fraud, and the rest of us? Absolutely, and this extremely powerful presentation:
- Lays out the whole pattern of what creates and perpetuates white collar crime, step-by-step
- Is for those who want to understand workplace crime
- Get inside the heads of the Bernie Madoffs of the world and the folks from Enron, AIG, Tyco and many more
- Use the secrets of clinical psychologists to detect (and hopefully prevent from hiring) truly bad employees, and what to do once a problem is uncovered.
Please note: ALL organizations, even the most ethical, are vulnerable to bad people. Be proactive and learn how to not only minimize white collar crime where you work but build a better organization and motivated workforce at the same time, all while laughing and learning!
