Seminars presented by Holtzer & Associates

Leadership Starts on the Inside (or The Leader in You)

In today's highly competitive and fast-paced business environment, organizations need everyone to exercise leadership if the organization is to thrive, let alone survive. However, all too often people are plagued by "learned helplessness" and are waiting for someone else to lead.

In this practical, life changing seminar, participants learn that leaders are made, not born, and that they too can become leaders in their organizations. Specifically, they will learn:

The qualities of leadership at all organizational levels
Leaders are made, not born
The signs of "learned helplessness" and how it blocks their leadership potential
How to change habits of helplessness into habits of self-empowerment and leadership

Communicating with Respect

Many of the problems in our organizations today are due to poor communication at all levels. The effects of such poor communication range from misunderstanding, delay and rework, to harassment and discrimination lawsuits. All cost you time, money, morale, and reputation.

On the other hand, respectful communication in an organization can reduce misunderstandings, saving both time and money, and improving morale and your company's reputation. The good news is that communication excellence is a skill which can be learned by anyone.

In this interactive seminar, participants will learn and practice common sense guidelines and skills to communicate with respect. You will learn to:

Understand your personal communication style, and how to adapt it to communicate respectfully with others

Understand different communication roles, how to use each effectively, and how to avoid being manipulated by others who use these roles inappropriately

Communicate respectfully when speaking

Communicate respectfully when listening

Understand how respectful communication results in increased employee morale and productivity, and reduced costs

How to Prevent Customers From Pushing Your Buttons

Anyone in customer service knows those certain customers who seem to make it their job in life to annoy whoever is helping them. And they seem to know just which buttons to push with each customer service provider who helps them, resulting in dissatisfied customers, stressed out employees, and lost sales.

However, you don't have to be at the mercy of these "button pushing" customers. In this interactive seminar participants will learn and practice the proven methods anyone can use to defuse these attacks. You will learn to:

Understand your personal style, its strengths and weaknesses

Understand which types of customers push your buttons and why

Understand the difference between the personal and professional levels of any customer interaction

Prevent customers from pushing your buttons, and defuse the customer's emotional response instead

Lead the customer from what might otherwise be a lost sale into a sale

Teambuilding

Available in one or more modules, depending on your specific needs. Representative modules include:

The stages of team development
Different team roles
Communicating with respect on the team
Setting and achieving team goals and performance expectations
Giving and receiving feedback on the team
Working effectively with people of various behavior styles

In each interactive module participants will learn and practice the skills they need to contribute to team success in the specific topic area.