|"Phil made the presentation
fun. Role playing examples were excellent. All of the subjects covered
were applicable to our jobs."
|"Phil was very good at keeping
everyone motivated and interested."
|"The program showed me who I
am and reinforced my style of management ."
|"Very informative and motivating.
Enjoyed the freedom of the training, non-conforming."
|"Phil is an excellent presenter!
I actually enjoyed the training!"
A 60 minute keynote.
The Experience Economy is here and now. If you don't know what that means, you need to slap yourself and dial in to this enlightening presentation. Audience members learn the competitive advantage of building experiences, not just offering products and services. Success stories from Phil's own experiences with Fortune 500's, family-owned businesses and not-for-profits are used. New business models are shared from the leading organizations of Starbuck's, Enterprise Rent-a-Car, and Build-A-Bear.
Key points -
- How and why we've evolved into the Experience Economy
- The Importance of creating Customer Experiences for Competitive Advantage
- The new mantra - Satisfaction, Sacrifice, and Surprise
- Use metrics for measuring your customers' current experience
- Learn about big winners in this economy - Starbuck's, Build-a-Bear, Enterprise Rent a Car, and more.
- Applying these principles to internal customers first
A ninety minute working keynote where attendees are involved in a List-O-Rama experience. Organizations need flexible workers prepared to adapt to rapidly changing circumstances and get the job done, whatever that happens to be on any given day. Four generations are thrown together with different work ethics, expectations and backgrounds. Misunderstandings and clashes should be expected. How we deal with them is the key.
Convene with other professionals to discover what's working, what's not ,and the latest input from the nation's leading authorities.
Key points -
- Multi-media show on the history of events that shaped each generation
- Discover how and why work ethics & expectations have changed
- Positive and negative aspects of each group as viewed by others
- Shared solutions from successful organizations
- Take steps to enhance working relationships
- Identify strategies to communicate/motivate co-workers and customers
- Sustaining win/win relationships
- Learn the benefits of a Gen-mixed workplace
A 60 minute keynote or breakout using a personal assessment tool. This is also great for Board retreats...People join professional associations for networking, and growth, both personal and professional. Audience members discover what they do best in a team atmosphere, and gain valuable insight into their own work habits. In addition, they learn about other team members' contributions, the value that they bring to the process and how to work most effectively together.
Key points -
- Identify your approach to committee and team work
- Learn the five steps of committee maturity
- Clarify roles and reinforce strengths of all committee members
- Asking for help when you need it
- Be a giver - not a taker
- How to help others from dropping the ball
The Treat 'em Right KILLER Committee profile, is a usable tool to guide personal growth and success.
60 minute keynote, 90 minute breakout or 3-hour workshop.
We all have to admit that sometimes, we are the difficult one. This presentation is about learning how to build a shield against the negative energy generated by chronically difficult people. These chronics suck the energy from us just like Kryptonite did to Superman.
Key points -
- Recognizing your own personality type and how you react
- Identifying characteristics of the 7 most disruptive and frustrating types of people
- Learning coping methods and strategies to neutralize negative effects on you and your work unit
- Discovering how to legally protect yourself and your organization when things go wrong
- Active skills practice using your own real-time scenarios to rehearse on-the-job application
A 3 hour highly interactive training workshop
According to the latest research the #1 factor affecting employee performance is the employee's relationship with his or her manager. And the most successful teams - those with high morale, high productivity and low turnover --are the teams led by coaching-style managers. These managers know how to give people the kind of FAST feedback they need, when they need it. The FAST feedback program is a straightforward program focused on the four best practices of the most effective coaching-style managers.
Key points -
- What is feedback?
- Why is feedback so important to performance?
- Top 7 complaints about manager feedback
- How FAST feedback transform your role
- Giving direct reports a greater feeling of being "in the loop"
- Increasing the quality of your day-to-day interactions with direct reports
- Linking performance evaluation directly with concrete action steps
- Encouraging an ongoing results-oriented dialogue between you and your direct reports
A full day seminar including skill building exercises, training film, interview forms, and the benefit of Phil Bruno's experience with 800 interviews representing a Fortune 500 industry leader.
Hiring the right person for the job can be tricky and it is more important than ever to make sure you make a good hiring decision. In this s you will learn how to use the behavioral interviewing process. This interviewing process is based on the theory that past behavior is the best predictor of future behavior. The techniques learned in this class will allow you to gather more in-depth knowledge about candidates, make more informed hiring decisions and select better candidates for open positions.
At the end of this seminar you will be able to:
Topics that will be covered:
- write and ask behavioral interviewing questions to gather detailed information about a candidate's past experience.
- write and ask interview questions that directly relate to the knowledge and skills you need.
- establish professional rapport with candidates.
- use active listening skills to hear all that a candidate is saying.
- summarize the information gained through multiple interviews to differentiate between multiple candidates.
- make an informed hiring decision backed up by clear evidence.
- Overview of the Behavioral Interviewing Process
- The Cost of Bad Hires
- The Structure of a Behavioral Interview
- Writing Effective Interview Questions and Probes
- Conducting a Legally "Safe" Interview
- Questioning and Listening Skills
- Summarizing Interview Information and Making Selection Decisions
You will conduct a one hour practice interview in the class.
A full day seminar packed with examples from world class organizations on service attitude and the Experience Economy.
This "Service Excellence" program will introduce you to the latest, most successful practices used by successful service organizations such as Disney, Nordstrom and Ritz-Carlton. You will have the tools and techniques to transform your communication skills and service attitude to a level of excellence that routinely exceeds expectations.
At the end of this class you will be able to:
Topics that will be covered:
- improve the quality of your communication with internal and external customers.
- satisfy and exceed both the practical and emotional needs of customers.
- listen more effectively for customers' true concerns.
- identify and take advantage of opportunities to go" The Extra Mile."
- speak clearly and send positive non-verbal messages.
- improve your "Tone on the Phone."
- build empathetic rapport with unhappy customers.
- Why This Program Now?
- The Three Stages of Customer Interactions
- The Difference Between Satisfaction and Exceeding Expectations
- Trends in Customer Service Expectations
- Crystal Clear Communication Practices
- The Value of a Complaint
- Going the Extra Mile
- Moments of Truth
- Five Points of Every Customer Interaction
- Current Best Practices
- Personal Action Plan