Speaking Topics and Descriptions
Provided by Water Cooler “Talk”
Following is a basic list of topics, all of which address the internal and/or external customer experience. Each speaking engagement is custom-built, focusing on the specific culture, industry and established goals and objectives of the client. There is no one-size-fits-all program; therefore, the topics can be mixed and matched, revised and altered. Depending on the length of session, from one hour to all day, I recommend which area(s) can be included and the depth to which the given topic(s) are covered. One challenge I pose to ALL audiences is, “Does your WHY bring the WOW?”
GET-2 vs. Have-To: The lens of which we view life from (GET-2 or Have-To) is a choice and one that has two very different outcomes, depending on the lens we choose. (This topic is incorporated into each engagement I facilitate, as it is the foundation for strong relationships, connections and experiences.)
With so many things to be thankful for, why do we tend to see things with a less than grateful attitude? The answer is choice. Each day we have a choice to make regarding the attitude we will embrace and how we will view the things on our to-do list: “Have-to” or “Get-to.” Have you said or heard any of these statements: “I have to go to a client meeting. I have to go to the school board meeting. I have to call a disgruntled client. I have to exercise. I have to go to work today. I have to clean my home. I have to attend the community fundraiser. The “have to’s” can be endless and cloud our way of thinking, IF, we allow them. Making a choice every day to embrace the positive and to see things from a “Get 2!” perspective is one sign of gratitude. For example, we "GET-2" clean our home because we have a roof over our head and a place of safety and security. During the engagement, the participants will be challenged to "flip the switch" and embrace the "GET-2" mindset through a self-guided activity.
Mission Statement: More than Words on a Wall: What do mission statements and core values have to do with the customer experience? Everything! Far too often, though, mission statements and core values are no more than words on a fancy wall hanging displayed for everyone to see. During our time together we learn the importance of a well-defined mission statement and core values and how they are connected to the customer experience, internal and external. The participants will be challenged to find their connection and to live it out in their daily interactions, making it come alive through action and purpose. This topic is typically incorporated with The Red Carpet Experience, Solution Minded Communication or Passing the Baton, Relay Style.
Passing The Baton, Relay Style: Have you observed a participant of a relay event pass the baton but then leave the race to go home, back to class, or shopping? I haven't. However, I have observed that same analogy play out in business far more often than it needs to -- passing the baton of responsibility and then walking away. What if your team environment handled the passing of the baton like those in a relay event: cheering, encouraging and following their team to a strong finish? The internal environment would look a lot different and would be more productive and fun! This topic addresses the vital role that everyone plays and how much more effective and successful they are when they work together and focus on a smooth hand-off as opposed to a baton drop. How one handles the drop in business is critical to the overall success or failure of the team environment, too. I address the baton drop and ways to handle it with class and a team-minded approach. As Vince Lombardi once said, “Individuals play the game, but teams win championships.”
Solution Minded Communication: According to a recent SIS International Research study, a business with 100 employees spends an average of 17 hours of downtime per week to clarify communication, which translates to $528,443 annually! If that does not grab your attention, what if I told you that poor communication is also the #1 reason for low morale? There are a myriad of ways we communicate today: email, phone, text, verbal, written letter, Facebook, Twitter. It takes a concerted effort, lots of practice, and sometimes a little humble pie to communicate effectively. During this session, we address both verbal and non-verbal communication and ways to make it solution-minded, effective and a WOW in the team and customer experience.
The Red Carpet Experience: Think of a time when an employee or company went above and beyond to really provide that WOW experience. How did it make you feel? Like you were wearing a sign on your forehead that read ‘MMFI’ (Make Me Feel Important) or that they saw you as a writer of their paycheck? With competition at an all time high, customer loyalty at an all time low, and the almighty dollar more difficult to come by, it is without question that now is the best time to focus on the Red Carpet Experience! Together we look at ways to deliver that memorable experience, creating loyal and long-lasting client relationships. (Mini PayDay candy bars are provided for groups of 100 or less. This helps reinforce and drive home who the true writers of our paychecks are -- the customers!)
The Power of Growth Mindset: Some people embrace challenges easily, persist in the face of setbacks, and view criticism or feedback as an opportunity to learn. What separates these people from the rest? The answer is a growth mindset, something only 2% of the population possess, while the remaining possess a fixed mindset. In order to attain a growth mindset, we need to understand the conscious and subconscious minds better and the impact they have on our decision making, thinking, change, goal setting, and plans for growth. During our time together, we will learn a 12-step process that can be implemented immediately to attain a growth mindset. This session is engaging and fun, so come ready to participate, learn and grow!
If you put yourself in a position where you have to stretch outside your comfort zone, then you are forced to expand
your consciousness." - Les Brown
Emotional Intelligence, What all Strong Relationships are built on!: Do you ever wonder how some people can remain calm, cool, and collected in the midst of difficult or challenging situations? These same people also identify and connect well with their own and other people's emotions. What makes them different? It's called an Emotional Quotient (EQ), which is better know as Emotional Intelligence. High EQ helps individuals communicate better, reduce their anxiety and stress, defuse conflicts, improve relationships, empathize with offers, and effectively overcome life's challenges.
"90% of top performers are high in emotional intelligence. It is also the strongest driver in personal and professional development." -Emotional Intelligence 2.0
During our time together you will:
- Gain knowledge and understanding of EQ
- Understand the signs of Emotional Hijacking and how to avoid the FOUR-hour recovery time it takes to get back to neutral.
Yes, FOUR hours of lost productivity!
- Learn the benefits of High EQ
- Know how EQ is measured and tips to increase it
DISC, A Behavioral Assessment Program: Have you ever met someone you didn’t connect with? Have you ever experienced misunderstandings? When talking with others, does it sometimes feel like you’re talking two different languages? These situations are all too common in relationships. It is not our differences that create conflict, but rather our lack of understanding. During this session, participants learn to understand themselves and others better, improve communication and conflict resolution, increase morale and leadership effectiveness, gain appreciation and understanding of each style (Dominance, Influence, Steadiness and Compliance) and thereby create a stronger bottom line.
Dress for Success—Wearing the Things that Make the Biggest Difference
Every day, 365 days a year, we make a choice about how we will “show up.” Will we dress for success and wear things that make a difference? Wearing the right outfit may not always be the most comfortable, but after a while it becomes your go-to and most comfortable attire. You may be surprised what comprises the “right” outfit—big ears, big glasses and 3-inch lime green heels are a few pieces of the outfit.
During our time together we will learn about the “right” outfit and how it can inspire everyone with whom we interact. There are a lot of things we can’t control, but the ONE thing we can is how we choose to Show Up.