Leslie Rose

TOPICS

#1 Humour
#2 Managing Stress: For Optimists Pessimists and Skeptics
#3 Communicate for Success
#4 Dealing with Difficult People 
#5 Assertiveness
#6 Presentation Skills
#7 We Care Customer Service
#8 Exceptional Customer Service

#1 Humour:

The Humour seminar, or keynote presentation, teaches managers and frontline employees how to communicate effectively using humour. By adding a touch of humour, employees reduce stress, build relationships and increase teamwork. The presentation helps participants to develop their sense of humour and use it to prevent conflict and add more fun to daily activities.

• Distinguish between positive and negative humour

• Build confidence and assertiveness

• Learn new ways to deal with blame and criticism

• Use humour to resolve conflict

• Add humour to make meetings more productive and interesting

• Plan special activities that build trust and cooperation

The Managing Stress seminar, or keynote presentation, helps managers, supervisors and frontline employees to measurably to improve their health and vitality. Participants learn to prevent headaches, fatigue and insomnia. They learn simple and effective ways to handle stress at work and at home. Participants learn to change bad habits, replace self-defeating thoughts, and set achievable goals. Discussions in small groups help clarify issues and increase the motivation to succeed.

• Clarify the health risks of unmanaged stress

• Learn to reduce physical, mental and emotional tension

• Choose simple ways to overcome a bad habit

• Rethink the ten most common self-defeating beliefs

• Become motivated to make time to relax

• Review the importance of exercise and healthy eating

• Use breathing and posture to improve self-confidence and wellbeing

The Communicate for Success seminar provides valuable skills for managers and frontline employees. Participants explore how to influence others when they speak and become more supportive when they listen. The seminar helps participants to deal with complaints and solve problems. The presentation is powerful, practical and enjoyable.

• Hook the interest of the listeners

• Frame comments to achieve a receptive response

• Use voice tone and posture to increase rapport and trust

• Convey information, feelings and the point

• Influence others when they make their point

• Listen well using mirroring and paraphrasing

• Ask questions that support the speaker and involve the listener

• Use these communication skills to reduce conflict and negotiate agreements

The Dealing with Difficult People seminar teaches managers and frontline employees how to deal with irate individuals. Participants learn to adjust what they say to speak well and listen effectively to any stressed individual. They learn how reduce conflict and improve cooperation.

• Keep their perspective in tense situations

• Help others to regain their perspective

• Create a positive focus by clarifying win/win goals

• Give helpful appreciation

• Find satisfying solutions

• Avoid comments that annoy or offend others

The Assertiveness seminar helps participants state their wants and needs clearly. The seminar shows participants how to go from passive or aggressive to confident and resourceful, even in tense situations. Participants learn to reduce self-defeating thinking, handle criticism and negotiate satisfying solutions.

• Be direct in conversations

• Say ‘no’ comfortably

• Avoid ‘Yes but’ replies

• Use voice and posture to build self-confidence

• Visualize successful outcomes

• Use ’I’ statements

• Use humour to build rapport

• Set priorities and follow through

• Apply time line strategies

• Listen well to other points of view

• Develop a list of helpful phrases

The Presentation Skills seminar teaches participants how to be more confident and effective when presenting to a few co-workers at a meeting or presenting to strangers in a large group. Participants learn to hook the interest of the group, get to their point, use humour, handle disagreements and finish well.

• Open with a story or a joke

• Learn to present facts, opinions and beliefs

• Ask good questions

• Gather support before a meeting

• Be brief

• Offer personal anecdotes to clarify a point

• Use audio visual support material

• Quote famous people

• Leave time to summarize

• Offer appreciation to individuals for their contributions

The We Care Customer Service seminar teaches participants how to impress customers and provide memorable service. During the day-long seminar, participants learn how to increase customer satisfaction and decrease customer complaints. The seminar includes short presentations, video segments and practice in small groups. Participants learn essential communication skills that can be used successfully with internal and external customers. The We Care seminar has been measured for achieving long term results.

The Exceptional Customer Service seminar invites participants to identify what well-known companies have done to achieve success and maintain their positive public image. Much of this half-day seminar is focussed on learning to impress customers, and co-workers, by listening and responding more effectively.

• Improve their listening skills

• Understand what customers really want

• Help customers get to their point

• Avoid getting in the way of a solution

• Follow up with customers