Courses

Here you'll find some of the courses that I offer. I always tailor-make training programs to suit the needs of your organization, but the course descriptions in this catalogue will show you some of the materials and methods that I use. These courses can be adapted for organizations from all industries.   Chances are you'll find more than one course here that addresses the challenges your organization is facing. Click on a subject below to see the courses I've designed in that area. If you're interested in getting more details about a course or program, please don't hesitate to contact me.

BECOME A BUSINESS PARTNER INSTEAD OF A VENDING MACHINE


Your customer is the centre of what you do. Without a successful strategy to address customer needs, your organization can expect to lose business more quickly than gaining it. My courses in customer focus are designed to help everyone in your organization become proactive in building long-term relationships with customers.
Customers for Keeps     This course of 5 half day sessions will empower your staff with the tools to face the challenges of a competitive marketplace, and to build long term relationships with customers. Suitable for all facets of your organization, this course teaches your staff to gear their roles towards the needs of the customer. By extensively interviewing your customers to assess their needs and areas of dissatisfaction, I develop a program that specifically addresses your organizational strengths and weaknesses.   AREAS COVERED INCLUDE:  
  • Responding proactively, quickly and clearly to customer needs.
  • Doing what you can, not just saying what you can't.
  • Providing a consistently high level of service.
  • Delighting the customer with the experience.
  • Stronger teams for the sake of the customer.
  • Viewing every interaction as an opportunity to build customer loyalty.
 
Creating Customer Relationships     This course of 3 full day sessions offers a 3 stage curriculum to build the skills, processes and strategies required to produce an assessment of trust and confidence. The training program provides your organization with the right tools to shift towards a culture of responsibility that sustains relationships with customers.   AREAS COVERED INCLUDE:
  • Identifying customers.
  • Utilizing the four stages of the Customer Relationship Diamond: hosting, understanding, assisting and keeping customers.
  • Managing promises made to customers.
  • Powerfully communicating verbally, vocally and non-verbally.
  • Improving questioning and listening skills.
  • Involving customers in creating proactive, innovative solutions.
  • Managing conflict within the organization.
 
Designing the Customer Experience     This course of 3 full-day sessions focuses on designing an experience that delights customers by meeting and exceeding their expectations. Participants learn how to discover the definition of value for each customer, and how to provide strategically targeted value. They also learn how to adapt company processes and management of people to meet customer needs. Intact customer teams work to identify customer value chains and unique value components. Maps are created of business processes that lead to a non-value assessment, with suggestions on how to improve.   AREAS COVERED INCLUDE:
  • Strategies for delighting the customer.
  • Value chain analysis: what are the customer's "care-abouts?"
  • The components of value. Segmenting customers according to what they value.
  • Designing improved business processes.
  • Internal commitment to delivering value externally.
  • Managing projects for increased efficiency.
 
Being Audited By Customers     This single half day course addresses problems that arise from frequent or unfavourable customer audits. When feedback reveals that your customers don't trust you, what do you do? Participants learn how the audit process works, and what they can do to ensure that audits go well.   AREAS COVERED INCLUDE:
  • What is an audit, and what types of audits are there?
  • The typical auditing cycle.
  • Auditors' roles and their expectations of employees.
  • What questions an auditor might ask, and what causes suspicion.
  • Communication and the "meta-message."
  • How auditors react to major and minor non-conformances.
 
Who Needs Customers . . . We Do!     This single half day course is perfect for organizations where employees have developed a negative attitude towards the customer – "If it weren't for these damn customers bothering us, maybe we could get some work done around here!" Sometimes we need to be reminded that our most important asset isn't the product, it's the customer.   AREAS COVERED INCLUDE:
  • Identification of internal customers and suppliers and what they need from you.
  • Where everyone fits on the value chain.
  • Myths about customers.
  • Destroying a customer's self esteem and dignity – a "how not to" manual.
  • Satisfaction vs. Delight.
 
The Other Side of Care: Patient Service in the Health Care Industry     This 2 full-day course is designed to help health care professionals see the industry through a patient's eyes. Because patients are not qualified to judge the medical aspects of their care, their assessment of their experiences is based on the compassion they do or don't receive. The highly interactive program is designed to help participants appreciate that patients are individuals with unique needs and desires.   AREAS COVERED INCLUDE:
  • Compassionate care and emotional support.
  • Building trust.
  • Applying the relationship diamond to health care: hosting, understanding, assisting, and keeping patients.
  • Communication and listening skills.
  • Managing emotionally upsetting situations with patients and family members.
 
OTHER HEALTH CARE INTITIATIVES:
  • Discovering Leadership in a Hospital Setting
  • Conflict Management in a Hospital Setting: Finding Your Voice
Ask for more details if you are interested in the health care courses I have available.

WE ARE ALL MANAGERS.


From the clerk serving customers at a store level to the CEO making decisions at head office, every member of your organization needs to be comfortable assuming a leadership role. We are all managers of our promises, our mood, and the breakdowns that beset us.  The question is, "Are we good managers?" My courses in leadership are designed to instill a leadership mindset, and to demonstrate management styles appropriate to your organizational needs.
Mentor/Mentee Training     A chemical technology company asked me to design mentoring training to complement their new Emerging Leader Program. A one-day program for Mentors and Mentees covered the following content:
  • Definitions and roles for Mentors and Mentees
  • "Shoulds" and "Should Not" behaviors
  • Coachability….what it looks like and how to challenge "uncoachability"
  • Managing the Mentor/Mentee/Manager Triangle
  • The Mentoring Agreement
  • Importance of confidentiality
  • Stages of the mentoring relationship
  • The mentoring process…exploration to understanding to action
  • Creating a mentoring plan
  • Mentoring sessions
  • Anticipating a mentee's needs and planning actions during first contact
  • Defining the relationship, seeking feedback and setting goals
  • Critical mentoring questions
  • Effective relating through Style differences

Growing Leaders     This 6-month to 12-month program is designed to help individuals embrace leadership and shift your organization from a culture of obedience to a culture of responsibility.  Are you seeing too much management of function and not enough management of people?  Are complaining, low morale and blaming rampant?  Using 360 surveys, temperament assessment instruments and pre-session interviews, we identify concerns.  By combining classroom, coaching and learning teams, this program can help your organization develop empowered individuals who provide solutions.   AREAS COVERED INCLUDE:
  • Developing a vision and evoking commitment to that vision.
  • Designing possibilities for the future and enrolling others in that possibility.
  • Leading team members through change.
  • Coaching people to fulfill their commitments.
  • Influencing others and increasing buy-in of members and stakeholders.
  • The language of power vs. the language of weakness.
  • Using conversation and listening to advance.
  • Managing conflict and handling resistance and pushback.
 
The ABC's of Management     This 2 full-day "back to basics" course is designed for senior management to revisit leadership fundamentals. The six two-hour modules are perfect for organizations where HR has received complaints from employees of lack of respect, unfair treatment, and unresolved issues. I work with your organization to implement a consistent leadership strategy, and to remind management of the importance of staying visible and tackling issues directly.   AREAS COVERED INCLUDE:
  • Marching through change.
  • Managing performance.
  • Communication as a process.
  • Interpersonal communication.
  • Managing conflict.
  • Time management.
 
Interviewing Skills: Hiring the Best     This single full day course is all about populating your organization with winners. Most employees know how to chat, but they don't know how to interview. This program will teach your team how to ask objective, probing questions that result in the right hires. Practicing with role plays will help to prepare them for the real thing.   AREAS COVERED INCLUDE:
  • The six steps of the interviewing process.
  • Structuring the interview.
  • Content of the interview (relating questions to identified competencies).
  • Making the applicant feel comfortable.
  • Creating a team interviewing plan.
  • Making the decision.
 

A SALESPERSON ADDS VALUE TO THE PRODUCT.


Selling goes beyond processing transactions and wishing the customer a nice day.  It involves guiding the customer through the buying process and becoming a value creator, not just a value communicator.  My sales courses challenge traditional mindsets and help your sales team consistently hit home runs.  
Advanced "Customerized" Sales Training and Coaching     The President of an electronics distribution company wanted to see the application of more rigorous processes by his experienced sales team following their transition from a manufacturing rep firm. Together, we designed a 6-month customized program which included several phases: 2-days of training focusing on strategy, followed by learning team assignments and coaching; another 2 days of interpersonal skills training four months later with continued learning team assignments and coaching; and a final day of summary training two months later. New behaviors included:
  • Targeting accounts aligned with their Ideal Customer
  • Creating a sales funnel to track opportunities
  • Seeking referrals to gain entry to new sales opportunities
  • Being more prepared and focused for each sales call
  • Crafting and articulating Value Statements to pique interest with potential customers
  • Shifting from an exclusive engineering focus to broadened commercial coverage
  • Identifying critical buying influences for each sale
  • Snapshots of competitive landscape including customer's buying criteria, choices available and assessment of positioning through customer vantage
  • Articulating personalized Value Propositions focusing on measurable improvements
  • Increased use of high value questions to challenge assumptions and reduce blind spots
  • Listening for the "said" and "unsaid".
  • Managing customer objections
  • Adding value vs reducing price when negotiating

Getting to Commitment     This 3 full-day course covers all of the fundamentals to take your team away from a mindset of transactional selling. The course material challenges conventional notions about sales. It stresses the importance of bringing added value in the form of business solutions and personal wins. Customers don't just buy the product, they buy the salesperson.   AREAS COVERED INCLUDE:
  • The expectations of a business partnership.
  • The multi-faceted dimensions of a successful salesperson.
  • Rapport-building, listening, high value questioning, empathizing, providing information.
  • Value propositions that heighten the customer's interest level.
  • Asking questions aligned with the customer's thinking and buying process.
  • Anticipating, managing and encouraging objections to improve relationships.
  • Structuring a sales call and closing effectively.
 
Strategic Account Management     This program is designed for organizations that seem to be doing everything right, but are still losing too many sales to the competition. What can salespeople do outside of the client's office in order to secure sales opportunities and achieve sales objectives? In this course, participants learn effective strategies for analyzing leads and guiding them through the pipeline to close the deal. Participants are encouraged to bring in real and current sales situations in order to create a Customer Opportunity Profile.   AREAS COVERED INCLUDE:
  • Relating value to your customer's current and future needs.
  • Capitalizing on unusual circumstances in the account situation.
  • Identifying the buying influences and how they make their buying decision.
  • Anticipating and addressing the buying criteria.
  • Differentiating yourself from actual or potential competition.
  • Responding to buyers' communication stylistic needs
  • Anticipating your customer objections.
  • Anticipating competitive counter-strategies.
 
Sales Manager as Coach     This 2 full-day course is for senior leaders and sales managers who are having trouble with mentoring and coaching. When the sales manager is spending too much time selling and not enough managing, the organization suffers for not making full use of its sales team. The more individuals hired, the more apparent a lack of management becomes. This program will bring effective mentoring back to your sales team.   AREAS COVERED INCLUDE:
  • The 3 key roles of sales managers (strategist, communicator, coach).
  • Elements of coaching: inspiring, encouraging and challenging.
  • Theories behind motivation and predicting the motives of salespeople.
  • Conducting joint sales calls.
  • Conducting performance improvement conversations with salespeople.
  • Giving feedback to salespeople (motivational and corrective).
  • Handling employee sidetracking.
 
Sales Negotiations     A sales negotiation is defined as a conflict where the customer who has an intent to buy, portrays the deal as unbalanced, and there is an attempt to resolve and create the perception of balance between both parties.  This ½ to 2 day course helps organizations  manage the long-term relationship when you're experiencing a short-term negative situation.   AREAS COVERED INCLUDE:
  • Principles of power
  • Negotiating strategies
  • Leveraging The Value Equation
  • Working for balance
  • Negotiating styles
  • Creating alternative possibilities
  • Competitive skills
  • Surviving a buyer's "sneaky tricks"
  • Practicing win/win

NOTHING POWERFUL CAN BE DONE WITHOUT OTHERS.


Team Building   This five-day program over 4 months was designed for the Engineering Department of an automotive supplier. Leadership wanted team members to take ownership for projects, ensure buy-in from stakeholders, use their "voice" to contribute to the shared pool of understanding, listen vs. judge, and follow a collaborative logical system for decisions.   AREAS COVERED INCLUDE:
  • Resilience during change
  • Moods and impacts
  • Building trust personally and corporately
  • Managing commitment
  • Interpersonal communications
  • Team dysfunctions
  • Buy-in elements
  • Enhanced understanding of customers and teammates (listening/questioning)
  • Offering alternatives
  • Conflict resolution

INTERNAL STRENGTHS ARE THE ROOTS OF SUCCESS.


A successful organization is full of members whose intelligence, compassion, and courage are not stifled, but allowed to thrive. Your team members must have the courage, confidence, and knowledge to perform at their best for your organization. My personal growth courses are designed to bring out the best in your staff, and help them to achieve their personal best.  
Listening     This 1 full day course teaches your organization a simple skill that will make a world of difference to your customers. Hearing is an ability most of us are born with, but listening is learned, and involves choice. In the traditional model of listening, the speaker does all the work while the listener is passive. However, studies have shown that only when the listener is active and fully present can full self-expression occur.   AREAS COVERED INCLUDE:
  • Generous listening: being present, interpreting, evaluating and restating.
  • Response styles that encourage and discourage speaker participation.
  • Listening for the said and the unsaid.
  • Practicing generous listening techniques.
 
Presentation Skills     This 2 full day course will add impact to your sales team's presentations, and help to increase their conversion rate. Are sales presentations getting cut short because the customer is bored? Most of the presentations your customers see are probably static, rote, and product-focused. By practicing their presentations and viewing videotapes of themselves, participants are able to create more vivid and engaging presentations.   AREAS COVERED INCLUDE:
  • Engaging and responding to the audience
  • Presenting technical material
  • Preparing for a presentation
  • Right brain spontaneity
  • Dealing with stage fright
  • Common presentation pitfalls
  • Using visual aids
  • Maximizing voice and body language
 
Style Awareness: Know Yourself     This half day course covers one of the most important aspects of team building: personal style. Some of the most challenging situations that arise in team relationships arise from a misunderstanding about personal style. By knowing our styles, and treating each other accordingly, we can build stronger teams and improve internal communications.   AREAS COVERED INCLUDE:
  • Completion of a style assessment instrument.
  • Understanding each style's strengths, weaknesses, needs, communication preferences, orientation, growth action areas and under-tension behaviour.
  • Understanding how each style needed to adapt behaviours when dealing with people from other styles.
  • Creating a plan to improve relationship with a "problem" individual.
 
Mastering Change     This half day course helps your staff develop the resilience to handle change. Has your organization recently undergone major restructuring, leaving your staff in a state of disorientation? This course teaches them strategies to accept change internally, rather than treating it as a manageable force.   AREAS COVERED INCLUDE:
  • The change curve model (and its inevitable phases).
  • What's required to move through the phases of the change curve?
  • Management's "unattainable goal."
  • Where people positioned themselves and others relative to a recent change.
  • What's next?