Grow Your Global IQ
This talk introduces the Cultural ROI™ technique that enables people to RECOGNIZE cultural cues, OPEN their minds to alternate ways of thinking, and IDENTIFY opportunities to adapt their responses. It’s a method that helps people to take some of the “cultural reflex” out of the equation and set themselves up for success. The methodology is widely applicable, whether the goal is to increase sales, build strategic partnerships or maximize the potential of a diverse customer base. Given a tool kit for helping to navigate the most complex cross-cultural interactions, participants will be empowered to control their own behaviors, anticipate and identify potential cultural crashes BEFORE they happen, and transform obstacles into opportunities.
Excellence in Customer Service
This talk examines customer service from both an internal and external perspective, whether you are interacting with customers within your own company or outside of it. Participants will be given the opportunity to explore the diverse array of values and expectations that people bring to every service encounter and the impact they have on day-to-day exchanges. They will learn the key to avoid the “10 Syndrome” and consistently exceed customer expectations as well as recognize the 3 different levels of expectations and how they impact success. This talk also focuses on how to create a more consistent, predictable and familiar customer service experience for both internal and external customers.
Leading Globally
This talk focuses on how to effectively apply management and leadership skills in multicultural settings. Participants will achieve this by first examining and identifying their own communication style and exploring how cultural, personal, and interpersonal factors affect it. From here, participants will consider effective ways of leading and managing in international and intercultural arenas.
Core: New Manager Skills
This talk focuses on skills related to managing effectively. Participants will be given the opportunity to better understand their role and responsibilities as a manager, what their and their team members expectations are, explore the notion of being a coach, utilize effective modes of communication related to engagement, recognition, establishing a culture of accountability, delivering constructive feedback and building trust.
The Conflict of Negotiation
This talk focuses on the premise that conflict is at the core of every negotiation. It gets people to examine how their personal feelings about conflict impact their ability and comfort level with negotiations. People will also become familiar with the different styles of conflict and how they influence one’s ability to persuade and bargain. Negotiation styles within specific cultural and religious contexts can also be examined.
Coaching the Customer
This talk focuses on developing critical communication skills in which participants explore the different types of customers they may encounter and understand the structure and benefits of an engaging in a coaching practice. They will explore the structure and benefits of adopting a coaching mentality with a strong emphasis on the art of present listening and hyper-focused questioning techniques to help facilitate sales and build client relationships.
