Topics:

• Managing Conflict and Difficult Behaviors
  Miscommunications and unstated expectations waste enormous time, money, and energy. As an experienced conflict mediator, Dr. Manning will teach you how to resolve conflicts, clarify roles and responsibilities, and deal with diverse expectations. Benefits and Topics: Handle challenging behaviors; Learn easy problem solving tools; Capitalize on staff diversity; Give and receive effective feedback; Assess conflict styles; Reduce negative emotions; Listen with empathy; and Develop resolution strategies.
• Using Stress Positively
  Learn to manage your stress in proactive ways. Decrease health care costs and improve attitudes and morale through stress management techniques. Reduce the negative impact of stress. Benefits and Topics: Identify negative stressors; Apply practical stress-coping strategies; Develop a stress-resistant personality; Modify negative habits and patterns; Manage conflict and difficult situations; Learn no-fail relaxation techniques; Practice practical stress reduction strategies.
• Team Building Creating Better Outcomes
  A true “team” encourages a group of diverse individuals to work together toward clear, common goals. Dr. Manning teaches your audience the ins and outs of building self-directed, virtual, and project teams. Benefits and Topics: Build synergy and trust; Capitalize on diverse styles; Manage team conflicts; Increase motivation and commitment; Design ground rules that really work; Understand the stages of teams; and Establish problem solving models.
• Putting People First Customer Service From the Inside Out
  Organizations that consistently deliver exceptional service practice the same levels of service with their employees. Building customer and employee loyalty pays big dividends. Dr. Manning designs and delivers company-wide customer service programs for managers as well as frontline workers. Benefits and Topics: Maximize customer contact skills; Handle upset customers and stress; Create a fun, service-oriented workplace; Maximize the moments of truth in service; Control problem situations; Create can-do attitudes; and Understand and meet customer needs.
• Presentation Skills Workshop
  Plan, organize, and deliver outstanding presentations and meetings. Know what to say and how to say it whether in a sales presentation, in a small group, or in front of a large audience. Increase your confidence, credibility, and competence. Benefits and Topics: Increase professional effectiveness; Overcome anxiety and gain self-confidence; Develop a more positive “presence”; Enhance your delivery (eye contact, posture, gestures); Use audiovisual aids to enhance your style; Handle difficult questions and objections; Organize lively and persuasive speeches; Win respect, trust, and support from your audience.
• How to Coach and Motivate Others
  The purpose of coaching is to engage in a self-inquiry process to establish a personal vision of effectiveness. Coaching helps develop strategies and action plans for peak performance. It also assists individuals in changing ineffective habits and behaviors into positive ones. Benefits and Topics: Enhance your own personal power by empowering others; Capitalize on diversity and resources; Use dynamic coaching models; Establish specific action plans; Set objectives and strategies using a team building models; Communicate and negotiate win-win solutions; Use situational management approaches; and Increase motivation and productivity.