"Unleashing the Eagle within..."


Institute Sessions

Organizations intent on high performance have discovered a powerful mindset called Value-Added Service. This mindset goes beyond improvement in product quality and services to create a work culture that demonstrates that the people in the organization are aligned on high performance values. They adopt a strategy to build customer loyalty and attract new customers that is based on transforming the organization into a self-fulfilled, high performing team with customer satisfaction as everyone's focus.

CREATIVITY: Unlimiting the Thinking of the Team 
We are now at a time in business history when creativity and innovation are needed even more than quality improvements are needed. It is no longer enough to just get better at what you do. The time has come for you to change what you do-to come up with new ideas that will replace what is the best of your business now.

DEALING WITH ANGER AND CONFLICT: Solving Problems and Handling Objections 
Learn the how's and why's of feeling out of control or angry, and the effect that it has on the self and performance. Participants explore strategies for dealing with this negative emotion and moving on to handling objections or solving problems for customers or co-workers. A technique called R-O-L-A-I-D-S is a set of seven interpersonal skills that build better relationships with internal or external customers.

Customer service reps have more opportunities to help customers than anyone in the organization. In addition, they can get more increased business, repeat business and referrals than salespeople do. Knowing what to say and when are the subjects of this session.

DELIVERING EAGLE SERVICE: Dealing with the High Tension Customer 
This is a session that has the same content as Dealing with Anger and Conflict except focused on the CSR's relationship to customers.

HANDLING OBJECTIONS: Closing with Confidence 
This is a session that has the same content as Dealing with Anger and Conflict except focused on the closing part of the sales process.

HOLDING EFFECTIVE MEETINGS: Meetings of Consequence 
(This session is only available for onsite, customized sessions)
All of us have experienced meetings for meetings sake rather than meetings of consequence. This session is about the skills needed to make meetings effective. Looking at meetings as an enjoyable process rather than a pain is the intended message.

Participants in this session are challenged to consider the changes affecting their lives from two perspectives: personal and professional. Three major ideas are explored for their value to each perspective: loss of control, fear, and Response Ability and how to use this knowledge to help the people they supervise or manage through these change problems.

Essential to effectiveness is being able to communicate with others and build trust with them. The most important of those skills is mirroring. Mirroring is necessary to build trust and rapport with all Personality Styles-"When in Rome, do as the Romans do!" This sort of style flexing builds mutually beneficial relationships.

NEGOTIATING: Creating Win/Win Solutions 
The session deals with the skills needed for win/win negotiations, as well as the skills needed for the more difficult bargainers. Learning how to give and take so that both parties leave the negotiations with their needs met is key to effective negotiations. This session deals with negotiating both with customers or others in your organization.

PERSONALITY STYLE: More Impact w/More People More of the Time 
Understanding how people of differing Personality Styles relate with each other can make a real difference in our performance. Learning to recognize Personality Styles and anticipating their needs helps us have more impact with others more of the time. Whether we need to persuade a customer, a co-worker or a manager, understanding Personality Style will help us be most effective in our interpersonal communications.

PERSUASIVE PRESENTATIONS: Presenting with Confidence 
(This session is only available, customized at your site) 
Whether you are a salesperson in front of an important prospect, a manager presenting to the board of directors, or a staff member giving a yearly report at a retreat, your presentation's effectiveness lies in your ability to persuade and your confidence in doing it. This session deals with those skills.

PROSPECTING: Getting the Time in Front of the Customer 
This session deals with what to say to prospects that give them incentives to spend time with salespeople. The skills can either be used over the telephone or on face to face cold calls. Discover what makes your business more attractive than your competitor.

PURPOSE/MISSION: Personal Passion for the Job 
In a recent survey, people were asked what kind of jobs they wanted. The most popular answers were: 1.) Ecologically responsible; 2.) Dignified and respectful; 3.) Growth oriented; 4.) Excitement producing; 5.) Meaningful contribution to humanity. Learn how to find this kind of passion in your present job.

Selling is not a process whereby the salesperson does something to a prospect. High social tension and disinterest create four emotional barriers that prevent prospects from buying. It is the purpose of the salesperson to get these emotional barriers out of the way so that the prospect can go through the natural process of buying.

SIX KEYS TO LEADERSHIP: Factors of Productivity 
The session deals with the skills needed for managers to increase the productivity of their work units. It deals with the supervisory and management skills most needed to increase poor performance and maintain high performance during times of change.

STRATEGIC SELLING: Account Penetration 
Selling one to one is a challenging process, but selling to committees and penetrating organizations at higher levels can be more complex. Learning strategic account strategies can help the experienced one on one salesperson become competent with the larger, more complex sales.

TELEPHONE SELLING: Professional Persuasion over the Phone 
Telephone sales rep have three selling problems: Knowing what to say, being effective without knowing their customer's body language, and dealing with twenty times the rejection of face to face salespeople. This session puts all that into a positive perspective.

THE ANXIETY FACTOR: Soaring With Confidence 
Whether you are a salesperson dealing with a tough competitor, a customer service rep dealing with an angry customer, a person dealing with change in the organization or a manager under time and budget pressures, you may be experiencing stress. Stress is a common occurrence of our daily routine. To be at one's best under these conditions requires self-management skills, learning to deal with challenges from the eagle within. Every human being is born not only with an ideal self within, your eagle, but also a deficient, defensive self called your duck. Your eagle is you at your best. The eagle never lacks courage, and so always encourages others. The duck within puts forth the minimum effort required to keep his/her job.

TIME MANAGEMENT: A Personal Choice 
Everybody is always trying to save us time. The fact is that you can't save time. Wouldn't it be great if we had the ability to put time in a bank and at the end of the week, we would have a few hours left? The reality is that we only get 24 hours a day. Time management is choosing how we will use that 24 hours to our best benefit.


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