Key Results Areas
Below are the Key Results Areas where Mary Jane can help your group. Final focus and outcomes to be determined by length of program and client
needs.
Information, ideas, and communication tips & strategies focus on:
- Increased Personal Effectiveness
- Stronger Relationships
- Greater Influence
- More Powerful Results
Core Attitudes for Success
Our ability to create new possibilities is the critical ingredient in on-going growth and change. In this discussion, we look at core attitudes and behaviors needed by professionals who desire to be on- the-grow.
They include:
- Why change is critical to growth
- How to maintain an attitude that promotes positive action
- How to overcome obstacles and generate new possibilities
- Why understanding, acceptance, and use of diversity is key to individual, team and organization
success
- The importance of personal vision and benchmarks
- The personal rewards of commitment to service
- Why power is in the "Being," not the "Doing"
Understanding Others
We work with people in ways that open their mind or close their mind to hearing what we have to say. A direct correlation exists between our ability to open someone’s mind and how successful we will be in communicating, influencing, and motivating others - paramount to personal and organization effectiveness. Here are some things Mary Jane talks about that help you do that.
- How to listen to uncover the needs of customers, clients, and team members
- How to help others get the respect and recognition they need to become committed to us and our
organization
- How to hear the real issues
- How to handle conflict effectively
- The real secret to power with people (even your own family)
Creating Customer Loyalty
Helping people get what they want is foundational to repeat and referral business. Understanding what customer's want and having the attitude, knowledge and skills necessary to help them get it are critical to gaining customer loyalty. Mary Jane discusses:
- Four critical elements of "bring 'em back" customer service
- Why and how poor service is costly
- What brings people back and makes them want to tell others about us
- Moments of Truth and six specific strategies for managing them effectively
- The power of the "ripple effect"
- The benefits of holding ourselves accountable for the outcome of an
interaction
- Words that serve as "warm fuzzies" vs words that act as "weapons"
- Maximizing the opportunity that comes with a customer complaint
- Dealing productively with negative emotions
- Strategies for communicating professionally via phone
Developing Influence
Our ability to influence and move people to action depends on the trust and rapport we develop with them, and how
targeted our message is to their needs and interests. Understanding ourselves and the impact we have on others is
critical to our ability to influence them and have an impact on results.
Mary Jane discusses:
- The four major behavioral styles and how to communicate/sell to each
- Key components of a positive professional image
- Powerful ways to build trust and rapport and get others involved in our presentation
- How to develop a compelling presentation message
- How to prepare, develop, and deliver a winning presentation
- The importance of whole brain learning to message retention and positive persuasion
- Why and how to use visuals powerfully
- The fine art of fielding questions and handling objections
- How to develop confidence and skill
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