Speaking & Consulting
keynotes | training | consulting | one sheet
TRAINING
Approach: What are your needs?
Without knowing an organization’s challenges, a training “fix” will
often miss the mark and result only in expending resources, both time
and money. In order to ensure that training hits the target, Joan uses
two approaches in developing and delivering training programs. When an
organization has identified their training needs, the findings are validated
by interviewing leaders and associates or by utilizing focus groups within
the organization.
When an organization has not identified the training needs, Joan performs
an assessment and the results are validated by interviewing leaders
and associates.
Delivery: How do people learn?
People learn by doing. The Eagle Inspiration training experience
is always participative using case studies, discussion,
roll playing and interactive
excises. The timing of module spacing is based primarily client convenience.
Customer Service Training:
Customer service has never been a more important topic than it
is today. Today’s marketplace requires a service focus
and when service is optimized, a competitive advantage is born.
What is your service costing you?
Sample Modules:
- Why Service Matters
- Branding Your Service
- A Model of Service Excellence
- Professional Telephone
Skills
- Creating Perceptual Advantages
- Communicating Effectively
with Customers
- Service Recovery
- Service Begins Inside Out: Internal
Service
- Managing to Serve the Customer
- Turning Complaining
Customers into Goodwill Ambassadors
Train the Trainer:
Train the trainer sessions, program manuals and facilitation
guides are available for those in training positions
in organizations with the responsibility to continue service
training
after
the initial effort
Teambuilding Training:
Building a team is not for the faint of heart. Corporate
America continues to produce brilliant products and
services brought
to us by teams. However, there is a difference between
teamwork and
actually being a team. This training program focuses
on the ingredients and processes that must work for
a team to
perform
at a high
level.
- Common Misconceptions about Teams
- What Holds a
Team Together and Makes It Effective
- Communicating Effectively with
Team Members
- The Role of Conflict in the Team Equation
- Building
a High Performance Team
Leadership Development
Can organizations today afford managers who are not leaders?
This training focuses on the skills needed to
be an effective leader
in today’s competitive business environment.
Leadership and management development training
is highly customized to the experience
level of the participants. The following modules
represent a sampling of possibilities:
- From Manager
to Leader: Keys to the Transition
- Communication
Skills for Leaders
- Coaching for Results
- Giving Effective Feedback
- Resolving Conflict
- Building Your Team
- Service Leadership
Communication Skills
Without effective communication, businesses and relationships
suffer. Communication skills training
is customized to achieve the organization’s
desired results. Topics include:
- Foundations
of Effective Communication
- Assertive Communication Skills
- Listening Skills
- Giving Effective Feedback
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"Joan Fox’s training is substantive and critical to the success
of our managers in the field. Since 1995, Joan has been irreplaceable
as trainer to every National Amusements manager. She developed
circuit-wide customer service and leadership training programs
that are the backbone
of our corporate training system. Joan co-developed our 3-week
management training school for all new managers. We believe that
strong training
is a competitive advantage for National Amusements."
— Cindy Montgomery
Operations Director
National Amusements, Inc. (parent company of Viacom)
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