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Online
Learning Programs
Train live with certified Dale Carnegie instructors
from the convenience of your home or office!
Dale Carnegie offers a variety of online training options
for individuals or corporate teams
The Dale Carnegie Live Online...
Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7
...
Live Online Webinars — 1-Hour Sessions for $99
Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserve...
Outstanding Customer Service
Implement an effective process for resolving com-
plaints, and learn key guidelines for deali...
Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7
...
Negotiations: A Human Relations Approach
Strengthen relationships and strike a “win-win”
agreement. Effective leaders and ...
Cross and Up Selling
By posing the right questions and suggestions,
you can significantly increase existing custom-
ers’ o...
Overcoming Workplace Negativity
with Enthusiasm
Contagious negative attitudes impact perfor-
mance and decision-making. Bu...
Confident, Assertive, In Charge:
Developing the Attitudes of
Leadership 4-sessions
The extent to which you will be success...
Presentations That Influence People
This powerful self-paced program that enables
you to create a complete persuasive pres...
Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7
...
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Dale Carnegie Online Learning Programs v1 7

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Dale Carnegie Online Learning Programs v1 7

  1. 1. Online Learning Programs Train live with certified Dale Carnegie instructors from the convenience of your home or office!
  2. 2. Dale Carnegie offers a variety of online training options for individuals or corporate teams The Dale Carnegie Live Online Experience Live Online training from Dale Carnegie breaks the mold of lecture-format webinars – every participant must actively contribute to the session: speaking to the instructor, chatting with participants, completing activities and much more! It’s 2-way online engagement like you’ve never experienced! Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 - All courses are delivered by a Dale Carnegie Certified Live Online Trainer - Live Online courses use Adobe Connect. This includes more than just polls and audio discussion – we use ALL the platform has to offer including text chat, whiteboard activities, breakout rooms, and more! - Top notch technical support through the use of dedicated program producers - Access our online learning portal where you can find related course materials and register for other programs - Course completion certificates available for every Live Online program Live Online Webinars: $99 each - 1-Hour virtual instructor-led sessions utilizing chat, whiteboard tools and polling - Fast-paced interactive exchange of timely skills - Participants engage through interactive tools addressing outcomes and “How To’s” Live Online Workshops: $199-$499 - 2-Hour and 3-Hour virtual instructor-led sessions utilizing chat and voice interaction, white board tools, polling, and breakout rooms - Skills development with emphasis on relevant business examples and collaboration - Individualized coaching from the trainer and ongoing feedback from participants - Breakout Rooms: Participants are given the chance to put skills and new processes to practice in small groups within the Adobe Connect platform Live Online Seminars: $1,695 - Includes all of the Workshop features listed above - Four 3-Hour sessions or Six 2-Hour sessions, held on the same day on four or six consecutive weeks - Deep-dive skills development boot camps with emphasis on business examples and collaboration On-Demand Training - Self-Paced e-learning modules for anytime learning
  3. 3. Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 Live Online Programs by Topic Area CUSTOMER SERVICE - Attitudes for Service - Cross and Up Selling - Managing Customer Expectations - Outstanding Customer Service - Transforming Customer Complaints into Opportunities LEADERSHIP DEVELOPMENT - Analyze Problems and Make Decisions - Build a High Performing Virtual Team - Coaching for Improved Performance - Confident, Assertive, In Charge: Developing the Attitudes of Leadership 4-sessions - Cultivate Power without Being Intimidating - Delegation - Disagree Agreeably - Dream Big, Focus Small: Achieve SMARTER Goals - Getting Results Without Authority - How to Communicate with Diplomacy and Tact 4-sessions - How to Win Friends and Influence Business People 4-sessions - Lead Change Effectively - Leading Across Generations - Leading Virtual Teams 2-sessions - Managing Conflict in the Workplace - Managing Workplace Stress - Marshall Goldsmith - What Got You Here Won’t Get You There 2-sessions - Meetings that Work - Negotiations: A Human Relations Approach - Performance Reviews That Motivate - Powerful Conversations to Engage Your Workforce - Present Complex Information - Remember Names to Build Better Professional Relationships - Secrets to Leading with Assertiveness - Step Up to Leadership 2-sessions - Strategic Planning Essentials: Prepare for Future Success - Succession Planning for You and Your Managers - Time Management 4-sessions - Trusted Advisor Bootcamp 6-sessions - Unleash the Power of Mentoring In your Organization - Winning Leadership: Engage, Align, and Get Results 4-sessions PRESENTATION EFFECTIVENESS - Compelling Sales Presentations - How to Present Online - Present Complex Information - Present to Persuade - Present with Impact - Successful Public Speaking - Virtual Meetings that Engage SALES EFFECTIVENESS - Appeal to Buyer Motives to Close More Sales - Building Your Power Team - Compelling Sales Presentations - Cross and Up Selling - Goal Setting and Accountability - How to Cold Call and Build New Customers - Managing Customer Expectations - Negotiations: A Human Relations Approach - Transforming Customer Complaints into Opportunities TEAM MEMBER ENGAGEMENT - Create Your Work-Life Breakthrough - Disagree Agreeably - Overcoming Workplace Negativity with Enthusiasm - Secrets of Motivation PROCESS IMPROVEMENT - Analyze Problems and Make Decisions - Lead Change Effectively - Meetings that Work - Strategic Planning Essentials: Prepare for Future Success - Succession Planning for You and Your Managers 1 hour Webinar 2 hour Workshop 3 hour Workshop 6 hour, two session Workshop 12 hour, four or six session Seminar1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 6 2 2 2 2 2 2 2 2 3 6 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 6 3 3 6 12 12 12 12 12 12 12
  4. 4. Live Online Webinars — 1-Hour Sessions for $99 Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 Appeal to Buyer Motives to Close More Sales Effective sales professionals can recognize, accurate- ly interpret, and respond accordingly to buyer sig- nals. Learn how to accelerate the decision-making process by understanding and appealing to hidden buyer motives, building a sense of urgency and rela- tionship without undo emphasis on the close. Build a High Performing Virtual Team Dispersed workforces are today’s norm. You can no longer rely upon the communication and team building that occurs naturally in face-to-face environ- ments. This session provides an introduction to the tools and attitudes necessary for leading effectively in the digital age. Create Your Work-Life Breakthrough Often our lives fall out of balance due to workplace stress or changes, an accident or injury, an unpredict- ed event, or even a small worry that grows with each passing day. This session explores useful tips and actions that can help you regain your sense of balance. Disagree Agreeably Left unresolved, disagreements can waste time and negatively impact productivity. This session provides insights into your “hot button” reactions when dealing with differences of opinion. You’ll also practice ex- pressing yourself in a way the promotes acceptance, agreeable outcomes, and improved productivity. Dream Big, Focus Small: Achieve SMARTER Goals Understand your personal obstacles and apply a proven process for achieving the goals you set your- self. Learn to focus on small steps and improve your performance by creating SMARTER goals. Imagine what you can achieve! Getting Results without Authority Great leaders and managers find success through influence and negotiation, even when dealing with people and resources they don’t have direct author- ity over. Learn how to influence others by building authentic trust, credibility, and respect, thereby gaining their willing cooperation when you need it most. How to Present Online An online presentation delights and influences its audience only when voice, visuals and technology come together to deliver an engaging experience. Distractions are the norm: interactive and powerful- ly simple presentations are the solution. Break the mold of boring webinars and see results! Create Your Work-Life Breakthrough A more balanced me is a more effective manager for my company. —Denise Van, Vice President Operations COMPUTERIZED MANAGEMENT SERVICE, INC. Getting Results Without Authority I liked the pace and the content. Really enjoyed the presenter’s voice as well. The Six Questions to Get Results was excellent! —Christine Essary, Employee and Strategic Development Manager TRANSNETYX, INC. How to Present Online Very good value...a lot of interactive skills. It was absolutely wonderful. —Sharon Redden, Loss Prevention Officer ATLANTIC CENTRAL
  5. 5. Outstanding Customer Service Implement an effective process for resolving com- plaints, and learn key guidelines for dealing with challenging customers. This session is also perfect for engaging customers and building loyalty, or gaining referrals without being pushy. Performance Reviews that Motivate Very few people are motivated by criticism. This session explores ways to conduct RAVE perfor- mance reviews and plan your performance con- versations so that staff members feel encouraged, inspired and ready to exceed expectations. Powerful Conversations to Engage Your Workforce Great leaders are able to find connections with others by asking the right questions and taking a sincere interest in employees. As a result, trust is formed and teamwork comes naturally. Hone the skills needed to have powerful conversations to improve professional relationships, build trust, and get results. Present Complex Information As we become more focused specialists in our fields, we need to understand how to better pres- ent on topics that audiences consider complex or full of new information. Learn the best approach for listeners so that they can more easily receive the information through sequencing and support materials. Present to Persuade Learn a proven structure for organizing a per- suasive presentation, identify ways to use audi- ence-appropriate evidence, and discover other best practice tips for presenting to persuade. Present with Impact Whether you are persuading colleagues, selling to a client, energizing a team, or pitching an idea to senior leaders, one presentation can be the differ- ence between your success and failure. Gain focus on the visual, vocal, and verbal components of presentation delivery so that you get the intended outcome. Remember Names to Build Better Professional Relationships Learn the techniques to help you remember names when you need them. Your professional re- lationships determine your future. Find out which tools and formulas you can use that will help you remember the name of just about any person you will ever meet! Secrets to Leading with Assertiveness Successful leaders are assertive leaders – but what does that mean? And how can someone who isn’t naturally assertive become an effective leader? This session illustrates the differences between assertive behavior and aggressive behavior, and will help you to become a better leader by consid- ering the rights, needs, and wants of others in the organization. Succession Planning for You and Your Managers Many leaders in key positions are becoming eligible for retirement. How will you replenish your talent pool and build leadership capacity? If Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 Live Online Webinars — 1-Hour Sessions for $99 (continued) Performance Reviews that Motivate Good pace, well organized. I will be a better evaluator because of it. —Katey Bergk, Development Manager RCG
  6. 6. Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 you’re unsure where to begin, or are looking for a fresh approach to speed up the process, this session is for you. Virtual Meetings That Engage Want to get serious about your meeting facilitation skills? This session covers the three components of an effective online meeting leadership strategy: pre-meeting planning, managing the meeting, and post-meeting follow-up. Experience meeting activities and analyze the tools used to make them energizing. Live Online Webinars — 1-Hour Sessions for $99 (continued) Live Online Workshops — 2-Hour/1 Session Workshops for $199 Building Your Power Team Leaders have the ability to identify and retain the right talent. Learn to make the right hiring decisions, then utilize approaches to motivate your team to achieve and sustain top performance. Coaching for Improved Performance Learn effective coaching techniques and other tools to help close the gap between expected performance and actual results. After completing this session, you’ll coach for improved perfor- mance by following a step-by-step process and use the appraisal meeting to focus on future growth and training for others. Goal Setting and Accountability This sales leadership workshop will help you create a culture of high performance by instilling team the importance of production and development goals. Learn tips to build employee engagement that drives positive sales outcomes, and best practices for holding people accountable to the agreed-upon goals. Leading Across Generations Get attitudinal insights and tools to help you turn the skills that each generation brings to the table into powerful performance drivers. Learn the ap- proaches that will most often help you lead mem- bers of each generation, resulting in an engaging and productive work environment for everyone. Lead Change Effectively Examine the challenges of change leadership and the mistakes that often result. In this session you’ll discover proven leadership principles to steer through times of change, including managing your own reactions. You’ll draft a change leadership plan and become organized to face any transition. Meetings that Work An effective meeting should leave the participants feeling productive, energized, and prepared to tack- le any action or project. Explore how you can gain the cooperation of others, and become a catalyst for positive outcomes in every meeting you attend. Coaching for Improved Performance A boost in my motivation to coach in an effective positive way. —JDeb Mihelich, Supervisor ALLINA HEALTH
  7. 7. Negotiations: A Human Relations Approach Strengthen relationships and strike a “win-win” agreement. Effective leaders and sales profession- als are also effective negotiators. Learn to apply a proven negotiations process to build rapport, analyze others’ needs, bargain in good faith, and ensure that future interactions will be positive!. Secrets of Motivation To achieve your strategic objectives, you first need to learn what motivates employees to work to their full potential. Become a leader who is known for getting results through people. This session ex- plains how to build effective relationships, encour- age commitment, and harness innovation in your work environment. Unleash the Power of Mentoring In your Organization Mentoring programs can help your organization to identify opportunities for professional growth and assist in succession planning. Learn how to plan and execute an effective program that will foster an encouraging, supportive work environment for staff of all experience levels. Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 Live Online Workshops — 2-Hour/1 Session Workshops for $199 (continued) Negotiations: A Human Relations Approach I like that the training was very interactive. I believe this class gave practical and easy tips that can be applied in many situations. —Otelia Hudson, ISS Project Coordinator COCA-COLA BOTTLING CO. CONSOLIDATED Analyze Problems and Make Decisions The ability to analyze issues and get to root causes are the stuff that office legends are made of. This workshop highlights several different problem solving tools and methods for gathering and analyzing data to make the process efficient and interactive; with stress management to ensure sound decision-making. Attitudes for Service Exceptional service drives customer loyalty and creates client-champions for your organization, while service mishaps and perceived slights may result in a bad customer experience or worse – a lost customer. Become responsible for the attitude you convey every time you interact with customers. Compelling Sales Presentations Ramp up your closing ratios with Jeffrey Gitomer. This live on-line program is a blend of time tested Dale Carnegie presentation principles and sales methodologies; and the knowledge and expertise of sales authority and author, Jeffrey Gitomer. Reig- nite your confidence and passion for your product! Live Online Workshops — 3-Hour/1 Session Workshops for $299 Attitudes for Service I will now be able to go back to my current role empowered and more knowledgeable when it comes to assisting my customers. —Curtis Cromwell, Team Lead CRI CANADA
  8. 8. Cross and Up Selling By posing the right questions and suggestions, you can significantly increase existing custom- ers’ overall purchase level, add revenue to your company’s top-line, and satisfy your client all at the same time. This workshop helps you uncover your customer’s unarticulated needs and offer consulta- tive solutions. Cultivate Power without Being Intimidating Part of successful organizational leadership is having the ability to assert the power of your position without intimidating others to the point where they are hesitant to take initiative. Learn to modulate your emotional reactions, build trust, and become a catalyst for beneficial outcomes. Delegation Effective delegation helps develop individuals and achieve specific organizational outcomes without being perceived as “dumping.” Identify who is ready for delegation using a collaborative process, and become prepared to determine “who will do what, when, and to what standard?” in your day- to-day role. How to Cold Call and Build New Customers As soon as a prospect figures out you’re a sales person, the immediate responses are “no bud- get,” “we’re in a purchasing freeze”, or “call me in six months if things are any better.” Get your value proposition in front of the prospect in such a compelling way that you turn off the “no” re- sponse before it starts. Managing Conflict in the Workplace Nothing can destroy productivity, derail projects, and damage your reputation faster than work- place conflict. Learn to diagnose conflict before it intensifies, apply appropriate conflict resolution techniques to specific situations, and remain poised when tension is high. Managing Customer Expectations Examine ways that you can exceed your custom- ers’ expectations by setting, monitoring, and influ- encing their expectations. Determine their initial expectations and the reasons for each, then set realistic expectations with the customer, following an ongoing and consistent process to manage progress. Managing Workplace Stress You can do something about the destructive forces of stress in the workplace. Learn to assess your current reactions to stress so that you can stop worrying and start working up to your full potential. Live Online Workshops — 3-Hour/1 Session Workshops for $299 (continued) Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 How to Cold Call and Build New Customers The interactive technology used was incredible. Being able to break up into small groups and share was very helpful. Well done. —Christopher Lacy, Senior Associate KENSINGTON INTERNATIONAL Compelling Sales Presentations Well worth the money and time invested. —Steve Floe, Territory Manager SKYJACK MANUFACTURING Delegation Well paced. Examples were relevant. Easy to maneuver through the training. I feel more confident in my abilities to delegate correctly. —Crystal Hollinger, Community Manager CAMDEN PROPERTY TRUST
  9. 9. Overcoming Workplace Negativity with Enthusiasm Contagious negative attitudes impact perfor- mance and decision-making. But enthusiasm and positive attitudes spread just as quickly and affect performance just as much. Learn specific tech- niques for dealing with that burned-out feeling so that you can lead with confidence and enthusiasm. Strategic Planning Essentials: Prepare for Future Success Most of us do not need to be convinced about the importance of planning. Research and anecdotal examples abound describing organizations that have thrived or failed due to adequate or inade- quate planning. But success takes more than plan- ning – it requires new ways of thinking about who we are as organizations. You can either create your own destiny or be at the mercy of the moment. In this three-hour Live Online workshop, participants will learn the essentials of strategic planning and prepare their organization for future success. Successful Public Speaking Learn foolproof methods to go from a nervous novice into a confident presenter. Dale Carne- gie believed that public speaking is a skill to be learned, not an inborn trait. Acquire the tools that you need to speak confidently at your next meet- ing or presentation! Transforming Customer Complaints into Opportunities This session will help you identify root causes behind complaints, explore the emotional and rational elements, and find ways you can reduce the number and type of complaints. You’ll get nu- merous tips for keeping a positive attitude, even when dealing with difficult people and issues. Leading Virtual Teams This workshop addresses the challenges of man- aging a team remotely and how to best overcome them. Discover the most effective strategies for holding meetings, communicating, and engaging your team through a virtual medium. Marshall Goldsmith - What Got You Here Won’t Get You There Dale Carnegie is excited to partner with Marshall Goldsmith to make one of the most effective man- agement development methodologies available online! Identify 20 of the most common interper- sonal challenges often found in leadership behav- ior and apply a proven process for overcoming them. [Free book included.] Step Up to Leadership Great managers develop high-performance teams that get results because they know how to lead a team, not just manage it. Smooth your transition from individual contributor to supervisor and learn the basics like delegation, time management, and performance appraisal techniques. Live Online Workshops — 3-Hour/1 Session Workshops $299 (continued) Live Online Workshops — 3-Hour/2 Session Workshop for $499 Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 Successful Public Speaking Very easy to follow. Highly recommended your class. —Stacy Mellor, Business Development and Marketing Manager MIRACLE - EAR Step Up To Leadership I liked the ability to get involved, and great examples given. Online Training is a great way to be able to grow your skills to better qualify for positions higher up. —A. Lockhart, Fleet Manager EASSONS TRANSPORT
  10. 10. Confident, Assertive, In Charge: Developing the Attitudes of Leadership 4-sessions The extent to which you will be successful as a leader is conditioned on your ability to influence others at all levels of your organization. Tap into your latent power, unleash your hidden reservoir of confidence and enthusiasm, and build your visibility in the organization. How to Communicate with Diplomacy and Tact 4-sessions Knowing what to say and how to say it -- at exactly the right moment -- is perhaps the single most import skill to influence people and drive results. Gain a flexible communication style, develop the skills to disagree agreeably, and communicate more effectively through active listening. How to Win Friends and Influence Business People 4-sessions Our flagship program will help you achieve results by communicating professionally and confidently in business situations. Become effective express- ing your ideas in ways that are heard, and will help you generate enthusiasm from managers, co-workers, staff, and clients. Time Management 4-sessions Stop stressing out due to unrealistic demands on your time. This program conveys practical techniques to help you focus on results, not tasks. Undo destructive habits and consciously choose to establish healthy, productive habits that will yield benefits to last a lifetime. Trusted Advisor Bootcamp 6-sessions Overcome one of the biggest challenges that shared services (such as HR, IT, Finance and Accounting, as well as consultative sales people) face in organizations today – being viewed as a transactional or commodity resource versus a true business partner. Included are such key elements as: developing rapport and trust, designing solutions that advance stakeholders’ strategies, strengthening leadership and influence, managing resistance and conflict, and more. Winning Leadership: Engage, Align, and Get Results 4-sessions The best leaders adapt and lead by example, creating an environment of engagement and accountability for their teams. Learn how to stop managing and start leading; to stop pushing and start pulling. Develop and practice the skill set of the modern leader, making you a vital part of your organization’s future. Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 Time Management This info is extremely valuable - I wish I would have taken this sooner. —Lisa Archibeque, Regional Sales Manager PHILADELPHIA INSURANCE CO How to Win Friends and Influence Business People Trainers were fantastic. Kept group engaged and made it personal. Nice job! —Jennifer Radke, VP of Business Development NATIONAL INSTITUTE FOR SOCIAL MEDIA Confident, Assertive, In Charge The course was very fluid and very well prepared. It far exceeded my expectations in terms of both content and presentation! —Drew Boyer, Senior Application Engineer MODINE MANUFACTURING COMPANY Live Online Seminars — Four 3-Hour Sessions and Six 2-Hour sessions for $1,695
  11. 11. Presentations That Influence People This powerful self-paced program that enables you to create a complete persuasive presenta- tion online from concept to printout. A certified Dale Carnegie Trainer teaches you by video in segments while you build your presentation. The Trainer directs you to test your knowledge with a brief quiz and other interactive exercises. You complete the course and build an entire presenta- tion in one hour or less! Communicate to Lead - Module 1 - Types of Communication In this session we analyze the different commu- nication types and commit to applying the right type of communication in the appropriate busi- ness setting. Improve your relationships, impact and influence on others by understanding and applying these key concepts. Communicate to Lead - Module 2 - Communication Filters Our communication is impaired by different forms of “filtering.” These filters affect our ability to get our message across clearly. In addition, they impede the message that is being communicated from others to us. Learn to identify and manage fil- ters to be role models of effective communication. Communicate to Lead - Module 3 - Levels of Listening Some elements of interaction we can control; some we cannot. One of the things in our control is our ability to listen attentively and empathetical- ly. As leaders, we can have a profound impact on our employees and the culture of the organization by increasing our levels of listening. Self-Paced Courses Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 Animated Carnegie Tales Videos Carnegie Tales: Secrets of Success in the Digital Age (Animated Short Video Collection) These ten short video animations are common, humorous scenes from the digital age that illustrate principles and provide tips you can apply to improve your relationships, influence and success. 1. Introduction 2. Expand your influence 3. Advance your career by surrendering the credit 4. Win friends by becoming genuinely interested 5. Lead others more effectively 6. Expand your leadership influence 7. Improve accountability and results 8. Improve employee engagement 9. Advance your career through emotional savvy 10. Magnify Improvement
  12. 12. Copyright © 2014 Dale Carnegie & Associates, Inc. All rights online reserved. Dale Carnegie Online Learning Programs v1.7 Private Live Online Program Options In addition to the public programs listed above, private and custom sessions are also available for your team or organization. The topics available are listed below. Further, Dale Carnegie Training has offices in more than 80 countries worldwide, which collectively employ over 2,500 certified trainers, so you can combine traditional in-person classes with Live Online delivery to achieve a consistent, standardized approach for a globally dispersed workforce. CUSTOMER SERVICE: Attitudes for Service Coaching a Service Team Complaint Resolution Create Loyal Customers Cross and Up Selling Customer Follow Through Customer Value Solutions Effective First Impressions Generate Customer Interest Internal Customer Service Manage Customer Expectations Overcome Obstacles to Customer Service Referrals Service to Sales Telephone Skills – Inbound Telephone Skills – Outbound Telephone Skills: Inbound and Outbound LEADERSHIP DEVELOPMENT: Build Trust, Credibility, Respect Building Employee Engagement Business Professionalism 101 Coaching Approaches Coach for Performance Improvement Communicate to Lead Confident, Assertive, In Charge Conflict Management Delegation Developing Personal Leadership Ethical Leadership Focus and Discipline Handle Mistakes How to Communicate with Diplomacy and Tact How to Win Friends and Influence Business People Lead Effective Meetings Leadership Communications Leading Strong Teams Leadership Styles and Tendencies Leadership Training for Managers Leading Virtual Teams Managing Conflict in the Workplace Managing Up Managing Workplace Stress Marshall Goldsmith: What Got You Here Won’t Get You There Mentorship: Creating a Partnership Mentorship: Launching an Initiative Motivation Motivational Leadership Multi-tasking Network through Community Service Network to Build Business Connections Networking to Build Your Personal Brand Networking to Promote Your Organization New Employee Orientation Performance Appraisal Performance Defined Planning Share the Glory Step up to Leadership Strategic Planning Succession Planning Talent Selection: Developing Criteria and Screening Talent Selection: Interviewing Skills Time Control to Work on Your Business Time Management Unleash the Power of Mentoring in Your Orga- nization Vision, Mission, Values Visionary Leadership PRESENTATION EFFECTIVENESS: Coaching for Skill Development Confrontational Questions Creating Organizational Impact Energize Your Virtual Meeting Facilitate for Group Results Feedback: Supportive and Corrective How To Present Online Interpersonal Skills for Facilitators Kickoff to Online Learning Planning Presentations Present to Gain Input Present to Inform Present to Persuade Presenting as a Team Presenting to a Team Presenting with Impact Presenting with Visual Impact Successful Public Speaking Training Design and Evaluation Vocal Skills and Body Language PROCESS IMPROVEMENT: Adjust to Change Analyze Problems and Make Decisions Change Engagement Identify Problems and Think Creatively Innovation Lead Change without Authority Make Decisions and Gain Cooperation Manage Change Effectively Process Improvement Project Planning Strategic Reasoning for Problem Solving Team Change Engagement Team Problem Solving and Decision Making SALES EFFECTIVENESS: Account Development Accountability Building Your Power Team Coaching for Peak Performance Coaching Salespeople Commitment Strategies Compelling Sales Presentation Establish Return on Investment Foundation for Consultative Selling Generate Interest Through Informed Discovery Hiring Salespeople How to Cold Call and Build New Customers Interest Master the Selling Process Motive and Commitment Negotiations: Analysis Negotiations: Bargaining and Agreement Negotiations: Collaborate to Win Negotiations: Leveraging Personality Styles Negotiations Mastery Negotiations: Presentation Overcoming Objections People, Process and Results Pipeline and Territory Management Presenting Solutions to Buying Teams Prospecting Strategies Rapport Rapport: Becoming a Trusted Advisor Recruiting Salespeople Resilient Leadership Sales Leadership Attitude Sales Leadership Roadmap Sales Meetings Sales Performance Defined Solution Successful Sales Leadership Tools and Tactics for Sales Leaders Uncover Sales Opportunities PRESENTATION EFFECTIVENESS: Avoid Burnout Being a Contributing Team Member Bringing Conflict Into the Open Communicating Across Generations Communicate with Different Personality Styles Conflict as a Growth Opportunity Conflict - Maintaining Emotional Control Conflict Mediation Conflict to Collaboration Dealing with Difficult Team Members Disagree Agreeably Diversity: Global Travel and Culture Emotional Control Ending a Successful Team Establishing an Effective Team External Partnerships Foundation for Success How to Remember Just About Anything Internal Conflict Resolution Interpersonal Competence: Best Practices Interpersonal Competence: Connect with Others Interpersonal Competence: Enhance Teamwork Interpersonal Competence for Career Growth Interpersonal Competence: Influence Change Keep Stress and Worry in Perspective Leveraging Diversity Listening Skills for Boosting Communication Managing Across Generations Managing Diversity Negotiations: A Human Relations Approach Overcoming Workplace Negativity w/Enthusiasm Secrets of Motivation Staying Positive in the Face of Lay Offs Stress Management Best Practices Stress Reduction through New Work Habits Sustaining Measurable Success Team Building Team Building Basics Understanding Diversity Understanding Generational Diversity Valuing Diversity Work-Life Balance Work with Difficult People

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