How to Design & Deliver World-Changing Presentations for Leaders
Persuasive Presentations for Leaders is a two-day in-house learning experience.
Master the techniques and skills that have helped many managers communicate their leadership effectively.
If you aspire to get the top jobs, you not only have to know your business— you have to know how to communicate with everyone else inside and outside the business.
Being the top person in any organization is a great accomplishment, but it’s tough. Today, people expect more than ever of you as a leader.
Whether you are CEO, president, managing partner, executive director, owner, publisher, editor, king, commander in chief, manager, or the high potential team leader, people expect more. You work hard and make the most of luck to reach the top.
Then you work harder to keep the job.
The higher you go, and the more visible you are, the more communication counts. You’re competing in a global world with instant communication. There is no forgiveness for the leader who can’t keep up.
Once you arrive in the top jobs, you’re expected to know what to do. But for most corporate leaders, their early roles have not prepared them for the speaking roles.
As you move up the ladder, you don’t necessarily get opportunities to do what you need to when you’re the boss. You’ve been promoted because of your business skills for the previous job; now you have to develop a whole new set of competencies.
This leadership course is for your high-potential everyday leaders too.
Sometimes, the most critical links are the high-potential leaders within your organization. Often, they are people in critical roles who have a high influence on processes, customer experience, and how things really get done.
They are the influence points or change agents in your organization that form the building blocks of your organizational culture.
Identifying who they are and initiating their executive development is a winning strategy for actualizing the mission of your organization.
Use cohort-based learning in leadership development.
Enabling a group of managers (and supervisors) has great advantages. Bringing high-potential leaders together in a cohort-based learning environment can help raise the collective wisdom of the organization—giving each other greater understanding of the organization’s strengths and weaknesses and providing better cross-functional collaboration and problem-solving.
Cohort-based learning also builds a common culture and a sense of community among rising leaders.
Use for succession planning and for corporate branding.
Defining a compelling executive development experience in communications for executives and high-potential leaders can be a point of differentiation for attracting and retaining talent.
You will prepare your bench strength and secure a pipeline for succession. You can also translate into a competitive advantage in terms of how your organization and your people present your products and services to your partners.
Leverage training and development time to solve a real business problem.
Building real work scenarios in your executive development curriculum is a way to leverage learning and development time to solve real business problems.
How to Managers Can Build Customer Service Excellence Every Day
You can encourage and equip participants to serve customers with excellence.
They will become more aware of the behaviors that attract and repel customers. They will have opportunities to assess the organization’s current customer readiness.
Delight your customers.
We are in a world where customers demand service excellence. They are no longer content with the same old, same old experience. They know where to find better service opportunities.
Failure to improve service design and delivery is suicide. You’ve got to innovate or your business will die.
Traditional customer service training cannot bring you to the future. You must provide customers with what they want, when, and how they want it. Excellence service delivery is a strategy wise business executives execute to the fullest.
The outcomes of service excellence learning experiences are many:
Delighted and loyal customers,
Engaged and committed employees, and a
Service excellence is a strategy that never fails.
These learning experiences are designed for organizations ready to develop the culture of service excellence. They expect every employee to be both skilled and dedicated to wowing customers.
The program will also allow participants to plan for effective, continually-improving customer service strategies.
How to Run Customer Journey Mapping for Business Growth
Customer journey mapping gives managers an overview of the customer’s experience. Managers will see how customers move through the sales funnel.
Customer journey mapping helps managers identify opportunities to enhance the customer experience. The map can show how customer experience can be influenced by the organization from touchpoint zero.
The most critical touchpoints will help you improve customer experience.
The Impact of Customer Experience
Do you know your customers enough that you can create for them wow experiences? Does every department of your organization know how to create experiences that will turn your customers into evangelists?
Managers don’t have specific goals on how to improve customer experience. There is an expectation of excellent customer service and this is why organizations offer customer service training and conduct customer satisfaction surveys.
Unfortunately, surveys show only lag measures. This is why many service improvements are reactive. They are meant to undo poor customer service.
Employees don’t work proactively to improve customer experiences. They just don’t know how to improve customer experiences. Many customer service training programs focus on experience in front of a customer. But most customer experiences related to organizations are not face-to-face experiences.
They don’t measure the impact of customer experiences — and use measures to improve “business” objectives. It is not necessary to measure everything, but it is important to measure what must be improved. Most employees, for example, don’t know the experiences they create for each touchpoint, for each moment of truth.
In many organizations, customer service is the accountability of one department. Employees don’t talk about customer experience improvement in their meetings. They talk about many things, but very seldom it is that customer experience is on the agenda.
Master the Art of Effective Coaching and Multiply Results
Effective Coaching for Managers aims to equip participants on how to confront difficult situations with confidence, encourage a coaching culture, reinforce positive behaviors, correct harmful behaviors, and coach employees for personal and professional growth.
Any manager, trainer, or supervisor who is responsible for initially teaching skills to a group of employees and then providing ongoing coaching and support will find this workshop a great resource.
The focus of this workshop is on “soft” skills, such as interviewing, customer service, selling, making presentations, supervising, telephone reception, and patient care.
Much of it can also be applied to the coaching of “hard” skills, such as computer applications.
Coaching skill development encompasses several competencies:
how to teach skills,
conduct skill practice,
coach on-the-job performance, and
adjust to the learning style of trainees.
Each of these competencies will be addressed in this workshop. This training program works best with participants who share similar roles and teach similar skills.
Managers will have the following opportunities:
Learn and practice an active-learning approach to skill teaching;
Design and conduct role-play practice sessions;
Improve their ability to observe trainee performance;
Promote the trainee’s use of problem-solving skills;
Develop confidence in giving developmental performance feedback;
Work on setting performance goals; and
Know how to recognize and adjust to the learning style of trainees.