68% of customers quit because of the attitude of indifference of some employees. Smile training doesn’t work. After all, a smile is only executed by the mouth, but it starts in the heart. Service excellence, before it is translated into behavior, stems primarily from a belief. People will not simply do what they are told. […]
“Emotional Intelligence based capabilities are twice as important for star performance as IQ and technical skills combined.” Emotional Intelligence Daniel Goleman Customers impatiently waiting… phones ringing off the hook…angry customers shouting… Amidst all this, you’ve still got to give excellent service. It requires a different competence – an emotional competence. Remaining calm and productive in […]
Today’s business environment of cutthroat competition has led to a more evolved customer profile. So much so that satisfying customers does not guarantee their loyalty. A provider and its people must deliver unique and unforgettable service to retain the customers they acquire. Skilled front-liners are expected to go the extra mile and make each point […]
Shifting markets. Changing technologies. Demands for improved quality and service. New and aggressive competitors. The traditional battlefields of product and price are no longer the only venues for winning. They are no longer the only factors which differentiate a product or service from the rest of the market – no longer the customer’s sole consideration […]
The needs of people in the organization have evolved. Yet two things remain true. First, people are still the organization’s most important resource to drive growth, competitiveness, and profitability. Second, they still need to be supported by excellent HR programs and initiatives by engaging into HR trainings and courses to help the organization meet peak […]
With competition increasing every day, professionals and organizations need comprehensive strategies and skills to achieve sustainable revenue growth. Having good sales techniques is a good start. But are these techniques founded on solid strategies? This is where good marketing plans come in. More importantly, these should be developed and implemented by skilled sales and marketing […]
Sustainable growth, competitiveness and profitability for your organization. You and your colleagues have a role in making these a reality. In today’s tough business landscape, the critical question: HOW? Each organization and its leaders must develop a good strategic plan. It’s not just a simple document – but a well-crafted, integrated program that all departments […]
Organizations rely on people to ensure the growth and longevity of the business. But the reality: people come and go at anytime. They retire, resign, even pass on. Whatever the scenario, a loss of key talent can be disruptive. The truth: it’s often not a question of if you will lose talent, but when. Are […]
Let’s face it. Leading a team is challenging. But when done excellently, it is rewarding for both leaders and organizations. How? Team leaders need to ensure that people are aligned with the direction of their leaders and organizations. It should show not just in their work – but in how their people work together as […]
Let’s face it. Leading a team is challenging. But when done excellently, it is rewarding for both leaders and organizations. How? Team leaders need to ensure that people are aligned with the direction of their leaders and organizations. It should show not just in their work – but in how their people work together as […]
Every day, the influx of information that organizations deal with is constantly increasing. And so do the reports and technical papers that have to be produced. The Guthrie-Jensen Technical Report Writing Training Program is intended for those managers, supervisors and staff whose responsibility it is to document valuable information for use by the organization and […]
With all the hoopla on branding and customer loyalty, it is easy to lose sight of the basics… even with the onset of email technology, the telephone is still one of the most common mediums of communication – and yet remains an undervalued means of projecting a consistently excellent company image. Yes, the big picture […]
Administrative professionals play a critical role. They support managers, executives, and the organization. The support they provide is vital to the organization’s ability to achieve its objectives. Given their vital role, their work is no longer just “clerical” nor “administrative.” On top of their present skill set, today’s administrative professionals must be equipped with leadership […]
Remote work. Work from home. Hybrid. Today’s workplace has changed because of the COVID-19 pandemic. And yet, the bottom-line for businesses and professionals remains the same: delivering results! While the available technologies have made the remote or hybrid setup possible, actual success is guaranteed by what professionals will actually do — having the right mindset, […]
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At the end of the session participants will be able to: Appreciate one’s role and significant contribution to the overall organizational performance Holistic Leader vs Traditional Leader Assess one’s leadership capacities and tendencies based on a Holistic Leader’s Criteria Understand the difference between Ethics and Values and the dynamics of making them work together […]
Productivity and efficiency become reality when professionals maximize one of the most valuable resources they have: time. Today’s challenge: competition is fierce and the demands of the business are growing bigger and bigger. And the logical solution is for people to get more work done in less time. Sill, increased load will still need to […]
Training is an investment in your people. Don’t waste your employees’ time and your organization’s money with ineffective programs and seminars. These must be designed properly to address specific needs, employing the right methodology for maximum learning and audience impact. They must be in line with organizational goals and evaluated properly to determine success. With […]
Do you train like a pro — even in a virtual setting? The landscape has long changed. But the bottom-line remains the same: companies need to produce results. And organizations must continue upgrading employee skills and close ]competency gaps. This is where company trainers, subject matter experts and L&D professionals still come in. Now, they must […]
Are you a STRATEGIC LEADER? This is where Strategic Leadership comes in. What does this entail? They anticipate and capitalize on opportunities and threats. They also provide the link between their team and the meeting of customers’ expectations. Most importantly, strategic leaders rally their people towards optimum performance, and ensure that initiatives are executed effectively. […]