Leadership Course Summaries

Professional Employee Development

Customer Amazement

Is the customer always right?  No, but the customer is always the customer.  Customer retention doesn't come from meeting expectations; it comes from exceeding them.  This learning experience helps associates understand the big picture of customer service and the value of giving amazing service to everyone, every time.

Primary Objectives:

• Understanding why this customer is so important
• Learning and practicing skills for service
• Customer relationship building techniques
• Empowerment and responsibility
• It's not about what you can't do; it's about what you can do
• Role play scenarios

DISC
Working on a Team with Multiple Personalities

Personality is a major factor in the employment equation.  It can unite or disrupt teams and has a direct impact on productivity.  ILS uses the DISC Profile to build a bridge between the four styles and create an understanding of our differences.  The end result has a profound effect on both personal and professional relationships.

Primary Objectives:

• Taking the DISC Assessment
• Understanding individual strengths and challenges
• Understanding others
• Applying DISC to communicate more effectively
• Practice: role plays

DISC and Your Customer
Using Personality Style to Enhance Relationships

Ever notice how easy it seems to connect with some clients as opposed to others?  What if you could connect and build great relationships with every client…effortlessly?  Imagine what you could sell.  Imagine the referrals and customer retention.  This course is designed to teach associates how to quickly recognize personality styles and modify their own approach to instantly connect and build relationships that exceed their customer expectations.  Sales associates love this training because it's full of "aha" moments and it carries over into other areas of their professional lives.

Primary Objectives:

• Understand individual personality profiles through DISC assessment
• Understand how different profiles compliment/conflict
• Learn how to use strengths to enhance relationships
• Introduce DISC relationship tool
• Practice with customized scenarios

Nothing Ventured, Nothing Gained
Becoming Action Oriented

You can if you think you can... He who hesitates is last…Just do it…We've all heard these statements. 
Unfortunately for many people, perfectionism, procrastination, and fear rule the day.  ILS will motivate your associates to think differently and develop the proactive habits necessary to succeed.

Primary Objectives:

• Are you the driver or just a passenger in your life
• Taking charge of opportunities
• The three Ps, procrastination, perfectionism, and passion
• Making friends with risk

Approachability
Maximizing Your Interpersonal Intelligence

It's not a popularity contest…or is it?  What are the rules for getting along that can make or break a career? How do you build rapport while maintaining professionalism?  How do you become the "go to" person?  This learning experience addresses all of these questions and more.  It gives associates the tools to develop highly effective interpersonal intelligence.

Primary Objectives:

• Defining interpersonal intelligence
• The power of first impressions
• Developing flexibility
• Great communication skills: verbal and non-verbal
• Handling difficult people

It's Due Yesterday
Time Management

In today's fast paced business environment, success depends more on doing the right things than on trying to do everything.  There is an art to efficiency, setting priorities, and getting things done.  ILS uses the 4 Quadrant Model to set the stage for time management.  Then we couple that with skills that help participants avoid the pitfalls of procrastination.

Primary Objectives:

• Productive goal setting
• The Four Quadrant Model of time management
• Attacking the big projects
• Managing work relationships

The Sales Connection
Relationship Selling

In reality, we don't sell snow to Eskimos.  They don't need it.  Great sales people keep both customer and company goals in mind during the sales process.  They develop relationships with their customers, uncover their product needs, and then use their expertise to help the customer realize why they need those products.  ILS teaches sales people how relationship selling can change a customer's attitude from "thinking about it" to "wanting it".

Primary Objectives:

• Know your company and products first
• Understanding personality styles
• Recognizing your strengths and challenges as a sales person
• Building relationships
• Going for the win-win by selling to need