what we do
Leadership Development
Fostering leadership at all levels signals a commitment to positive employee and customer experiences, bottom line performance and organizational accountability. We partner with organizations to bring out the best in their leaders and employees, working with individuals and teams to strengthen communication and improve conflict resolution and problem-solving skills.
Choose the product that you'd like to learn more about.
Service Essentials™ programs are ideal for businesses that want their people to serve at a higher level and create more loyalty in the marketplace.
- For Everyone: Of the customers that you lose, 69% don’t return because of bad service. Service Essentials™ for Everyone gives your people necessary skills to delight customers
- For Managers: Recent research says most people don’t leave organizations; they leave managers or supervisors. Service Essentials™ for Managers prepares managers to inspire and lead their teams.
- For Telephone: 86% of the message your customers receive on the telphone is through tone of voice. Service Essentials™ for Telephone develops acute tone of voice and call management skills that will make a lasting positive impression on your customers.
- For Email: Email is now critical to your business whether at your computer, your PDA or via text messages. Service Essentials™ for Email gives your staff and managers the skills necessary to master appropriate internal and external email communication.
These are the results you can expect after training your staff with these programs:
- Positive word-of-mouth
- Loyalty- brings your customers back; repeat business
- Increase sales
- Stop losing customers
- Improve your company image
- Remain competitive
- Increase staff morale
Experts agree that people can significantly enhance personal effectiveness by honestly evaluating their behavior and selecting self-management strategies that maximize strengths and minimize weaknesses. Organizations around the world use DiSC PPSS to improve effectiveness in four main application areas:
- Self-awareness and self-management
- Peer relationships and teambuilding
- Performance coaching and managing others
- Client relationships
Successful organizations know that effective communication bolsters employee morale, boosts performance, and increases the bottom line. They also know that the strongest influence on the quality and outcome of all communications is the ability to listen well. Only by listening effectively can people respond appropriately. Listening is more than hearing. Listening is the ability to receive, attend to, interpret, and respond to verbal messages and other cues, like body language, in ways that are appropriate to the purpose. If the message is entertaining, our purpose is to enjoy, so we listen and respond in a relaxed manner. If the message is intended to persuade us, our purpose is judgment, so we listen and respond critically. It is estimated that people screen out or misunderstand the intended meaning or purpose of a message in over 70 percent of communications, making listening the biggest contributing factor to miscommunication.
As the dramatic shift to a highly diverse workplace continues, organizations know they must help employees understand, accept, and capitalize on differences. They know the cultural backgrounds and experiences of diverse employees and customers can enrich the organization, making it more innovative and globally competitive. The Discovering Diversity Profile® helps organizations meet diversity challenges through self-awareness, understanding, and commitment.
