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Interpersonal Communications Profile - Forte | Team Building | Reflective Selling
Response Training | Reflective Selection | Executive Coaching | Performance Coaching
Customer Attitude Study | Customer Service Training |
Interpersonal Communications Profile - Forté
Interpersonal communications can be greatly enhanced by a process called Forté, which identifies and maximizes the "real world" understanding of individual communication styles. The system reduces conflict by focusing on relationships based on understanding and acceptance. A Forté survey takes only minutes to complete online and provides important insights into oneself and coworkers. Upon request a detailed “Interaction” can be generated. The “Interaction” is a four-page document, comparing and contrasting the communication styles of two individuals.
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Team Building
Conflicts and misunderstandings are natural occurrences in our daily business lives. This, unfortunately, can result in a breakdown of teamwork, resulting in poor morale, reduced productivity and lost business. Building high functioning teams requires constant attention and unique skills. Utilizing the Forté Interpersonal Communication System and specific exercises, this program helps team members understand differences and individual strengths. A team building session includes the following deliverables:
- An 11-page Individual Communication Profile
- Individual Profile Reading
- Composite Profile of the Team
- Identification of Individual Self-Motivators
- One-On-One Interactions for all Team Members
- Specific Strategies for Workplace Improvements
Depending on the size of the group and specific objectives to be achieved, the first session requires one to two days.
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Reflective Selling
Reflective Selling is a refreshing change from what is traditionally taught in most sales training programs. The primary goal is to build enduring relationships with clients, not to make “a” sale. By making the relationship our goal, we naturally focus our energies and talents on helping people make good business decisions. In Reflective Selling, we learn that customers have their own unique sets of values, needs, motivations and decision-making processes. You will discover these things in a way that builds trust and understanding. Reflective Selling skills are taught in a supportive and nurturing way that mirrors the way customers should be approached. Reflective Selling is a unique learning process that begins with a two-day session that focuses on real life situations, common to every sale professional. Participants practice on real customers in a fun, non-threatening environment.
Instructors and supervisors ride with the sales person several weeks after the first skill session. A half-day follow-up and review session is held at the end of the field practice period to provide quality feedback and data to all parties. Strategies are formulated at that time to keep the learning process going.
Reflective Selling participants learn how to:
- Build long-term customer relationships that can withstand everyday problems and challenges
- Formulate fresh new strategies for discovering what customers and prospects truly want and need
- Establish a true business partnership with customers
- Replace the antiquated concept of “closing” with “earned allegiance”
- Develop and share unique value added strategies that differentiate a true sales professional from average competitors
- Write sales plans that grow their businesses
- Profile prospects to gain long-term sustainable successes
- Partner with their supervisors to enhance professional development
- Provide and receive effective sales coaching
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Response Training
Have you ever been blind-sided by a media person at a public event? Have you ever been asked a loaded question by an employee in a business meeting? Have you ever had a disgruntled customer attack you in front of other people? If the answer to any of these questions is yes, and you wish you had a better response or handled the situation differently, then this program is for you.
Response Training increases your ability and your confidence to respond appropriately in those uncomfortable situations and others like them that rise unexpectedly.
Response Training teaches you how to:
- Control emotions and your response
- Defuse the anger of others
- Maintain command of the situation
- Turn the table on the questioner
- Provide a positive message
- Position yourself and your company in more positive image
- Develop a “theme” and reinforce it consistently
Never again experience panic or respond in a way that damages your business when faced with the unexpected. Response Training is a four-hour learning experience that will provide you with new tools that will enhance professionalism throughout your organization and can help grow your business.
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Reflective Selection
One of the primary functions of management is to get the best people. Future opportunities or frustrations stem from those we bring onto the team. Making just one poor selection can be extremely costly and time consuming to everyone involved. Many selection errors can be avoided with the proper skills. Yet, our research shows most managers “fly by the seat of their pants,” asking vague, predictable questions that generate very little useful information. Our experience shows that managers interview so sporadically that they don’t invest the time to learn better selection skills and processes.
Reflective Interviewing is easy to learn and it enhances hiring success rates, thus saving valuable time and money. It starts with a full analysis of the position to be filled. Key competencies are studied and identified so that we begin with a more accurate picture of what is required in the position. The next step is to establish the selection criteria and properly weight it, so critical success factors are incorporated into the interview guide, designed for a specific position. The interview process itself is expanded and quantified so that candidates are judged more objectively. Organizations that use this planned approach increase the accuracy of their selections and enhance their overall professional image.
Job analysis can be accomplished in as little as a few hours, but could take up to five days, depending upon the level and complexity of the position. The Reflective Selection Interview Skills workshop is approximately one day, depending on the size of the group.
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Executive Coaching
Executive Coaching is designed to help key business performers reach their true potential. Its main goal is to help create a better life, increase success, reduce stress, add balance and increase discretionary time. Executive Coaching is a highly individualized process that focuses on leadership effectiveness and business results. Once an executive reaches a certain level in an organization, honest and objective feedback often ceases to exist. Evergreen Learning has over 25 years of experience helping hundreds of upper level managers and executives get the candid and confidential feedback they need to grow professionally.
The process starts with observations and interviews. Assessment instruments may be utilized to gain additional information. An InVisioning Day is held in which the executive discovers his or her own unique success and happiness factors. A series of structured, one-on-one coaching sessions is then scheduled to periodically reinforce change and enhance performance. Focus is maintained to remove roadblocks, unlock potential and help fill the gaps between the current status and optimum goals. The coach serves as a facilitator and sounding board on people interaction, business and self-management issues.
The interview and assessment phase normally takes one full day, as does the InVisioning Day. Typically, the six one-on-one coaching sessions last one hour each and are held over a 60-day period.
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Performance Coaching
Performance Coaching is an individual coaching approach designed to help improve individual overall effectiveness. It differs from Executive Coaching in that it is available to employees at all levels and is less extensive. Performance Coaching is practical and hands-on in its approach. Just as most athletes do not automatically meet their full potential without help, neither do employees. By utilizing a unique set of tools and experience, Evergreen Learning brings out the best in people; helping them grow in their ability to meet their career demands.
Performance Coaching teaches employees how to solve problems faster and more effectively. Experience has shown that most people want to perform well, but they lack skills and strategies that allow them to overcome challenging situations.
Performance Coaching can be conducted face-to-face, over the phone, or on an hourly basis. Appointments made in advance are strongly encouraged. However, it is recognized that urgent situations come up from time to time. In those cases, every effort will be made to accommodate client needs.
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Customer Attitude Study
Excellence in business has long been measured by financial and market results. And while those measures continue to be important, business is also learning that customer attitudes are powerful, early indicators of organizational health. Customers who are happy and feel they are receiving good value are the lifeblood of every company, plain and simple. Surprisingly, few companies bother to ask the customer how they are doing. All too often, companies are distracted by the vocal few at the expense of key customer segments. The speed of change today requires that companies manage based on fact, not intuition. Our experience shows that when approached correctly, customers will gladly tell you what your business does well and what needs to be improved.
Knowledge of customers' perceptions and attitudes about your organization will allow you to make better business decisions. Evergreen Learning can serve as a neutral party to gather data and help interpret the findings using the following processes:
- Mail Survey
- In-depth Phone Interviews
- Focus Groups
- One-On-One Video Interviews
Here are some examples of items on which the study could focus. A steering team made up of key leaders from your organization will determine other key questions.
- Identifying key customer groups
- Identifying needs and perceptions
- Products and services used and future needs
- Customer contact handling
- Complaint handling
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Customer Service Training
Today's businesses must be customer-driven to win. Consistently delivering service and quality customer care are ways to differentiate your organization in the marketplace. Businesses must learn that instead of ignoring dissatisfied customers, they must embrace them and do everything possible to “fix” their problems. Your company can avoid troubles, enhance its standing, generate revenues, and ultimately "stand out" by capitalizing on its existing relationships with even the most disgruntled customers.
Establishing a customer service and customer-complaint program, along with the development of customer service skills and attitudes for everyone on payroll, is a key way to gain a competitive edge. It costs more to obtain a new customer than to retain one. A company has an advantage when an interdependent relationship evolves with the customer. Workshop participants will learn:
- Customer importance
- How employees make a difference and impact customer perceptions
- Techniques for dealing with angry customers
- Listening skills
- Learning how to respond more professionally
- Saying the right thing and saying it the right way
Experience has taught us that changing skills and increasing employee awareness is only the starting point. A support system also must be developed that allows the organization to identify, track and resolve problems, long term. The organization needs to reward and recognize excellence in customer service. We have found it is helpful to establish a Customer Service Taskforce across the company to help maintain an ongoing focus.
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