EXECUTIVE MANAGEMENT
Establishing a Philosophy of Organizational Excellence
Managing Change

MANAGEMENT MODULES
Accepting a Management and/or Leadership Role
Recruit a High Performance Team*
Orient New Team Members: Starting Off on the Right Foot
Train & Provide a Career Path:

PERFORMANCE MANAGEMENT
Motivate and Compensate: Linking Pay to Performance*
Roles and Responsibilities: Each Team Member is Critical to Achieving
Goals
Standards & Objectives: Setting Verifiable Objectives with Employees
Monitoring Performance and Providing Feedback to Employees
Plan and Appraise Performance: Tips and Tools for Effective Appraisals
Coaching for Optimal Performance*
Reinforce, Recognize and Reward Employee Contributions to the Team
Self-Development Plans *
On-the-Job Training: The Most Valuable Teacher is You

MANAGEMENT TOOLS AND TECHNIQUES
Do it Now! And Other Time Management Techniques
Project Management: From Idea to Implementation*
Meeting Management: Decisive, Involving Meetings in 30 Minutes or Less
Streamlining Business Processes
Understanding Profitability: Managing Like an Entrepreneur
Benchmarking Best Practices

WORKING IN TEAMS
Conflict Resolution
Encourage Improvement: Striving for the Best
Creative Problem Solving with the 4-Step Process
Team Work: Getting and Staying on Track
Unleashing the Power of Employee Efficiency

CUSTOMER SERVICE
Telephone Skills: Conveying Your Professionalism Over the Phone
A Positive Attitude: Your Best Asset
Conveying Your Knowledge of Product Features and Benefits
Identifying Customer Expectations: The First Step to Serving Your Customers
Your Role in Delivering Excellent Service
Overcoming Negativity in the Workplace
Empowerment: Giving and Receiving Responsibility for Getting the Job Done
Encourage Innovation: Your Brightest Ideas at Work

COMMUNICATION SKILLS
Communication
Effective Listening for Improved Communication
Presentation Skills: Techniques for Skillful Presentations

CONSULTATIVE SALES SKILLS
Relate to the Client: Keys to Developing Rapport, Credibility and Trust
Discover your Clients Needs: Questions to Ask
Present Solutions: Features and Benefits of your Product
Resolve: Overcoming Objections, Answering Questions and Resolving Client Issues
Take Action: Persuading the Client to Say Yes!

ACCOUNT ANALYSIS AND PLANNING
Prepare: Understanding your Customer’s Needs
Analyze: Step-By Step Methods for Analyzing Customer Accounts
Strategize: Planning & Prioritizing Customer Accounts
Organize: Consistent Contact with Customer Accounts
Implement: Your Plan for Building Customer Relations

MARKET ANALYSIS AND PLANNING
Developing a Marketing Plan
Analyze your Marketplace
Warming up Prospects
Marketing by Mailing: Effective Communications with Prospects & Clients
Control Marketing Results: Getting the Marketing Results You Need M-MAP06

NEGOTIATING SKILLS
Effective Negotiating Skills