Workshops
Our workshops are created with one main goal in mind -- to help your team to become a Positive Impact Organization. All teams need direction, guidance and encouragement from time to time. Our workshops, no matter what your team needs, will provide training that will bring additional success to your team.
Here is a list and overview of each of our workshops. CTC is sure you will find a topic that will assist and inspire your team, and if you don't see something or you see several workshops to fit your needs, check out Custom Workshops and Coaching -- one of these might be a better fit for your team or we can tailor a workshop for exactly what you need.
Here is a list and overview of each of our workshops. CTC is sure you will find a topic that will assist and inspire your team, and if you don't see something or you see several workshops to fit your needs, check out Custom Workshops and Coaching -- one of these might be a better fit for your team or we can tailor a workshop for exactly what you need.
A New Look at Sales - from Peddler to Partner
The term “salesman” often carries a bad rap. The reason is because so many “salesman” are really seen as peddlers. In this workshop we will look at how customers make buying decisions. We will take a look at what you are always selling and how to use your personal sales funnel as a tool for success. We will differentiate peddlers from partners and work on communication techniques that build partnerships. We will investigate what makes your products sizzle and why so many people fail to close the deal. We will even look at when to ask and some of the most effective closing techniques.
Accountability and the Blame Game
Why is it so hard to hold some people accountable? Why do we all have a tendency to avoid accountability? The answer may surprise you! In this workshop we start by establishing a clear distinction between responsibility and accountability. We will investigate not only how we hold each other accountable, but how we hold ourselves accountable as well. We will look at the use of consequences and discover the difference between those that are productive and those that are counter-productive. We will discuss the use of blame and how it leads to blame shifting.
Achieving Customer Satisfaction
So you think you have this customer service thing down. You know what to offer and how to offer it. Not so fast. The service you provide may not be achieving the results you are seeking. In this workshop you will learn the difference between customer service and customer satisfaction. We will investigate the typical life cycle of the customer relationship and look at the role of expectations and the magical ways that they can actually be negotiated. We will even take a look at the dreaded “difficult” customer, various styles of pessimism and how to avoid the typical traps that ruin our customer relationships.
Actionable Intelligence
Feedback is an important way to measure our performance. It is absolutely critical for understanding how effective we are in our interactions with other people. Our ability to lead will always depend on the connection we make with our followers. But we need feedback that is truthful and actually helps us define areas for improvement. This workshop investigates the reasons why candid feedback can often be hard to obtain. We’ll outline specific actions that will help you develop working relationships that build trust and encourage honesty. We’ll look at how to evaluate the information to determine if it is “actionable.” You will even get a chance to practice some of the techniques and discuss the impact of timing.
Advanced Employee Coaching Strategies
This workshop will look at what a coach does and the basics of employee coaching. Attendees will also be introduced to the coaching process as a model for behavior modification. We will key in on the importance of clearly communicated expectations and the role of consequences. We will also give attendees a tool to use for determining when to employ the behavior modification coaching techniques. Then we will get in to more advanced techniques and identify seven keys that separate average coaches from those that are truly exceptional. You will have the chance to check your skills by practicing some of the more difficult techniques with fellow attendees.
Dealing with Difficult People
Oh those difficult people! We serve them, we work with them and, sometimes, we are them! No matter what our position, sooner or later, we have to deal with them. This workshop will open with some exercises to gain understanding of how the difficult person impacts us. Then we will begin to unravel the mystery of who really has the monkey. We will look at the causes and effects of emotional hijacking. Most importantly, we will discover the reason those difficult people do what they do. Then we will work together on strategies to deal with the most common types of disruptive behaviors.
Emotional Intelligence and Self Management
What is emotional intelligence (EI) and why is it so important to the success of leaders and their teams? In this workshop we will help attendees understand the basics of emotional intelligence. We will discuss the four key competencies that establish EI and focus the workshop on self management. You can assess your own level of self management and identify areas where skills can be improved. You’ll learn about how the brain processes emotional triggers and what happens when you get emotionally hijacked. We’ll differentiate conscious from subconscious choices and offer effective techniques for avoiding hijacking and balancing the impact paradigms have on judgment.
Expectations that Shape Performance
Performance expectations are a part of every job. They are also the number one cause of problems in working relationships. In this workshop you will find out why. We will discuss the two categories of expectations present in all relationships. Attendees will learn when and how to communicate expectations and how to change them. We will review the three most common types of non-negotiable expectations in business and offer a fourth, the author's personal favorite, which will pave the way for all expectations in the future. Attendees will also obtain key insights on how to turn performance reviews into a win-win experience.
Goals, Tools or Torment
Goals are the driving force for individual and organizational success. Goals can serve to energize and motivate us on a daily basis. Sadly, many find goals to be a source of frustration; creating a sense of failure rather than achievement. Often, the problem lies within the process for setting those goals. In this workshop you will learn how to make your goals SMART increasing your rate of success and elevating your sense of achievement. You will also learn how to avoid the "Treacherous Triple Trap" that often sets folks up for failure before they begin.
Guiding Your Organization's Culture
What is organizational culture and why is it important to understand? The true power of culture lies in the fact that it tends to regulate behavior. In this workshop you will learn how that process works and how you can make it work for you. You will get a chance consider your own culture; look at what aspects you like and note some aspects you might like to change. We’ll help you understand what defines an organization and what forms the foundation of an organization’s culture. We’ll discuss the importance of reinforcement and offer a number of steps you can take to help your desired culture take roots. You will even get a chance to pull it all together into your own action plan.
High Impact Teams – The Fab Five
Much has been written about the value of teams in the workplace. We all know how critical effective teams can be to an organization’s success. But why is it that some teams have so much more impact than others? In this workshop you will learn the five most important factors to creating high impact teams. In fact, these factors are so valuable that they alone can turn a mediocre team into a pillar of excellence. We will discuss each of the five, explain their importance and demonstrate how your team can begin to develop each of them tomorrow. You will get a chance to practice some of the more difficult skills and techniques with a discussion of ways to improve your delivery.
Hiring the Right Person the First Time
Have you ever considered just how costly a bad hiring decision can be? Do you know what factors add into that cost? Can you afford not to know what your hiring process is costing you? There are specific reasons why people surprise us or don’t work out. In this workshop you will discover what they are and learn the seven deadly sins of the hiring process. We’ll take a brief look at questions you are not supposed to ask and show you why you don’t need to ask them. Then you can uncover what you really need to know and how to get those answers. You will see a highly effective interview process, along with tips and tools and have the chance to practice the techniques.
Leadership and the Process of Change
Nearly everyone has some degree of difficulty dealing with change. Yet effective leaders are called to be catalysts for change. This workshop will help you understand the transition everyone must go through in order to accept and embrace change, covering the basic skills common to successful leaders and demonstrate how those skills can be applied to leading others through the change process. You will learn how to better handle change personally and serve as an example for others. Attendees will have the opportunity to create a plan of action based on a specific change they want to lead or soon will need to face.
Learning to Lead not Just Manage
This workshop is focused on the evolution from management to true leadership. We will review some of the common myths about leaders, the various types of leaders, and what makes leaders successful. Attendees will gain insight on why followers follow and specific skills that can be employed to gain influence. You will learn the power of a vision in establishing a leadership role. We will also discuss the importance of trust in the relationship between the leaders and the followers and review key skills for effective communication.
Overcoming Negativity
Nothing is better than a day in an office that is filled with optimism, excitement and anticipation of a bright future. Yet everyone has to deal with the throws of negativity. Not only do others rain on our parade, but we often find ourselves struggling to stay out of the swamp. In this highly interactive workshop, we will look at the four key sources of negativity. You’ll learn to recognize the difference between temporary and habitual negativity and how it can be seen as individual or systemic. Then we'll discussing typical causes and cures for the various forms. We will even reveal some fun and easy exercises that can help you plant flowers rather than trying to pluck the weeds.
PAC — The Positive Alternative to Confrontation
So you have a concern. Someone has done something you find unacceptable or failed to do what you expected. You want to address the issue, but hate those confrontations. It’s time for an alternative! In this thought provoking workshop, you will learn how we have come to such a universally negative perception of confrontation. You will also learn how avoidance generally leads to more serious problems. Then you will be shown the fine art of PAC – Positive Acknowledgement of Concerns. You will be taught how to use this process and leave with guidelines and worksheets that you can use for future issues on your own.
Procrastination — The Waiting Game
Let’s face it; all of us procrastinate from time to time. From simply putting off something until later to habitual avoidance nearly everyone faces the stress and anguish of procrastination. In this soul searching workshop we will look at how big the problem can be and identify how it affects you. We will present a four step process you can use to overcome procrastination once and for all. We’ll walk through each of the steps together giving you an opportunity to look specifically at your own situations. We’ll discuss the top four causes and offer strategies for dealing with each. The session finishes with developing your own personal plan for minimizing future occurrences.
The (Fine) Art of Effective Delegation
No one can do everything themselves. What's more, no one can grow without opportunity. Long term success, for the business and for individuals, depends on effective delegation. In this workshop you will discover the right and wrong reasons for delegation. You will also discover the critical elements of timing in delegation. We will outline a four step process for effective delegation and why each step is important to success, while covering how to make effective delegation a part of your corporate culture. Finally, we will demonstrate how effective delegation fits into the cycle of trust, a critical model for building a winning team.
The Five Step Shift
One of the most difficult aspects of customer service is handling complaints. Unhappy customers can be rude, intimidating and even irate. With a minor stumble in your response, minor conflicts can quickly escalate to major problems causing anything from loss of respect and customer loyalty to physical altercations and lawsuits. But it doesn’t have to be this way! In this enjoyable and interactive workshop you will learn what customers really want and it may surprise you. We’ll present the dynamic loop of a complaint and help attendees understand how complaints can trigger emotional hijacking. Then we’ll discuss ways to handle the hijacking and control your responses. We’ll share a simple five step plan that not only avoids escalation, but often results in higher levels of customer appreciation and loyalty.
Those Tricky Triangles
Tricky Triangles refer to a particularly destructive pattern of communication where open, honest and direct communication is replaced with indirect, behind the back communication. You will see just how prolific this communication style is and how destructive such practices can be. You’ll also learn the three specific roles people play in fostering these patterns and the motives behind each player’s role. Exercises are used to improve the “triangle spotting” skills. We will offer some specific methods for stopping triangular communication and provide you with a chance to practice the skills with real world examples and tenacious talkers.
Trust, the New Workplace Imperative
Trust is the cornerstone for building strong relationships and is critical to the success of any team or organization. This workshop starts with discussion that’s intended to identify the two key elements through which trust is measured. We will demonstrate the impact trust (or the lack of it) can have on an organization. Attendees will learn about the paradox of trust and the basic cycle trust follows. We’ll show three faces of trust and discuss how trust can change from person to person, situation to situation and over time. We will conclude with a discussion of how the lack of trust contributes to team dysfunction and seven keys to building trust in the workplace.
Understanding and Resolving Conflicts
Nothing impedes personal or team progress more than unresolved conflict. In this workshop attendees will be introduced to two critical concepts necessary to understanding conflict, the evolutionary nature of conflict and The Conflict Chain©. We will review how to minimize friction before it turns into disagreement as well as the choices everyone has in how to deal with conflict. We will look at the impact of pushing and pushing back along with the practical application of techniques to improve the likelihood of resolution. Attendees will be shown specific confrontation and problem solving techniques with a focus on seeking win-win resolutions.
To find out more about CTC's Workshops, please click here to send them an e-mail.