7 psychological secrets of great customer...
TRANSCRIPT
7 Psychological Secrets of Great Customer Service
Most customer service is subpar because companies don’t understand the psychology of their
customers. And that’s why this 60-minute teleconference & webinar will teach you a new
generation of techniques from psychology, decision sciences and behavioral economics. These
new sciences are radically improving how we understand and treat our customers.
If your customers absolutely love your customer service, your revenue will skyrocket and your
story will spread virally. But if your service is just mediocre, then beware those dissatisfied
customers who can kill your reputation (and your revenue) on Facebook, Twitter, blogs, and
more.
Join us for this special 60-minute webinar called “7 Psychological Secrets of
Great Customer Service” and learn:
The 4 most common customer personalities and the psychological tactics that
work best for each type
How one unexpected gesture can give your customers a “wow” experience
Why paraphrasing the words of angry customers can make them furious
(and what you should say instead)
How to plant a positive emotional image in customers’ minds to increase their patience
and trust
The 1 question that you should always ask whenever a customer calls you to report a
problem
How a specific type of compliment called “positive labeling” can radically
improve customers’ behavior (e.g. turning cranky customers into perfect ladies and
gentlemen)
Why “process transparency” greatly relaxes customers and reduces their anxiety
How something as simple as installing a mirror can improve everyone’s behavior
(customers, employees, managers and more)
How to “individualize and personalize” your customers so they feel an intense emotional
connection to your staff (and vice versa)
Why beginning conversations with “how are you doing today?” irritates
most customers (and what you should say instead)
4 questions you should insert into every customer service satisfaction survey
3 questions that every customer wants you to answer during customer service
interactions
How to apologize to a customer and win back their loyalty
How to use “emotional intelligence” instead of fake-sounding scripts
Building a Great Relationship with Your Boss
The relationship you have with your boss will hugely impact your success at work. But do you
know how to speak to their unique style so they listen to your every word? Do you know
how to “keep them in the loop” so they never micromanage or feel anxious about your
work? Can you bring bad news to your boss without losing their trust or confidence?
It’s nice to imagine that you have total control over your career success. But the reality is that
your relationship with your boss will have a huge impact on your ability to succeed. The
stronger your relationship with your boss, the more success you’ll have.
Building a Great Relationship with Your Boss is not manipulation. It is about
understanding our bosses’ strengths, weaknesses, goals, styles, and needs so that
we can make them, and us, amazingly successful.
In this webinar called Building a Great Relationship with Your Boss, you’ll learn
how to tailor your communication with your boss, proactively manage your assignments and
avoid any micromanaging, deepen your boss’ trust in you, deliver bad news effectively, and
even help your boss leverage your strengths (and avoid your weaknesses).
Here’s what you’ll learn…
Understand the 4 communication styles that bosses use (and learn to speak to all
of them so your boss always listens to you)
Learn a revolutionary delegation process that proactively keeps your boss in the loop
(and thus eliminates all micromanaging and nitpicking)
How to solicit constructive feedback from your boss and use that to deepen
your relationship with them
How to use positive reinforcement “upwards” to build rapport with your
boss
8 questions you should always ask when your boss gives you an
assignment to guarantee successful completion
How to develop “informational power” so your boss always turns to you for insights and
suggestions
3 steps to deliver bad news to your boss
Why you should never bring your boss only 1 solution to a problem
3 fears that every boss has (and how to avoid and reduce them)
2 sentences you should always say when you start a tough conversation with
your boss
Discover the needs of your boss’s boss (and use that to make your boss more successful)
How to develop your personal brand with your boss (so your boss really understands
you and leverages your unique strengths)
Can't We All Just Get Along?
Have you ever had one of your employees try to suck you into taking sides in a conflict they’re
having with another employee? Have you ever consciously avoided addressing a conflict
because it involved one of your star employees?
Conflict is so touchy—we pretend it’s not there, yet we feel it’s effects every day. And worse, lots
of outdated tools for handling conflict (like spilling your feelings via “I Statements”) leave
listeners feeling manipulated and everyone still goes away mad.
So in this program called Can’t We All Just Get Along? you’ll learn the latest research on
conflict, and the specific psychological scripts and tools you need to fundamentally resolve
conflict (and all of its tricky applications).
This 60-minute webinar called “Can’t We All Just Get Along?” will show you:
7 words that immediately inflame conflict (and what you should say instead)
How to separate every conflict into Facts, Judgments, Feelings & Wants so you can
effectively and analytically problem-solve every situation
The latest research from neurologists on how conflict impairs cognitive functioning and
what you can do about it
Where you should sit/stand when you’re mediating conflict between two employees
1 question to ask your employees that protects you from getting sucked into taking sides
and playing favorites
Why the phrase “let’s calm down” always backfires and how you can actually bring
emotions down to a manageable level
The 5 most common conflict management styles, and the strengths/weaknesses of each
How to ensure that employees actually resolve the underlying issues rather than
avoiding issues and letting them fester (only to blow up later)
6-part script that shows how to calmly and thoroughly resolve conflict between
employees, colleagues and bosses
How to handle tricky situations, like when the conflict involves one of your star
employees
How to refocus meetings when conflict threatens to derail the conversation
Communication Strategies for Controlling Your Company’s
Rumor Mill
If your executives have ever stood up at a town hall meeting and said “we’re NOT having
layoffs” or “we’re NOT selling the company,” they made a HUGE mistake in debunking rumors.
In fact, the latest psychological research says that they actually made the rumors worse! Now
people will REALLY think you’re having layoffs or selling the company!
The past few years have brought groundbreaking discoveries on the science of debunking
rumors and managing/ controlling your company’s grapevine. This revolutionary webinar will
you the latest science and practical techniques for controlling your company’s rumor mill. Keep
reading to see what you’ll learn…
This 60-minute webinar called “Communication Strategies for Controlling Your
Company’s Rumor Mill” will show you:
Why restating a false rumor is the worst thing you can do and how to debunk a false
rumor without actually mentioning it
How to write a brief memo for debunking rumors and misinformation (including the
maximum number of facts you’re allowed to use to debunk 1 false rumor)
The 3 biggest types of rumors that executives must be prepared to handle
Why the “information deficit model” is wrong (meaning that just supplying more
information won’t automatically help you control the rumor mill)
Discover the “backfire effect” and why it tells you the right way to debunk a rumor
Learn how to use the “basic law of rumor” that says the strength of a rumor is driven by
how much your employees care about the issue multiplied by the ambiguity of the
evidence for the rumor
How to use social media to influence your company’s grapevine
4 types of rumors (Wish, Anxiety, Wedge and Anticipatory) and how to handle them
2 types of processes by which rumors spread (Single-Strand Chain and Cluster Chain)
and how you can manage each of them
How military research from the Iraq War changed how you should handle rumors
Why bad news is more memorable than good news (and why it takes 5 pieces of good
news to outweigh 1 piece of bad news)
Creating a Drama-Free Workplace
Are you tired from overly dramatic employees who make every mistake or hurdle into a federal
case? Or meetings filled with people who just want to gripe about everything they can’t control?
Look out your office door… Is every one of your employees just executing without
excuses? Are they fully accountable, passionately driving huge results, without any drama or
hassle?
Or, are some of your employees making excuses or finger-pointing, maybe even a bit entitled,
and their passion is lacking?
Some organizations have hardwired a drama-free culture. Their employees take
ownership, they’re passionate, driven, collaborative, open, and make absolutely no excuses.
And after studying hundreds of these companies, we’ve identified the best practices that drive
their success and make them such calm grown-ups who do their jobs without the drama.
This 60-minute webinar called “Creating A Drama-Free Workplace” will show
you:
8 Question “Accountability Test” so you can diagnose the levels of accountability
(and drama) in your organization
4 Conversations that leaders MUST have with employees to eliminate
drama and get them to execute without excuses:
Candor Conversation
Ownership Conversation
No Excuses Conversation
Planning Conversation
3 mistakes leaders are currently making that are causing employees to feel entitled and
encourage drama
6 words that help leaders avoid getting sucked into employee drama and
conflicts
The 5 Stages of Accountability (Denial, Blame, Excuses, Anxiety & Accountability) and
how to navigate them
The 1 question you must ask at the end of every meeting to hardwire
accountability and avoid drama about missed deadlines or assignments
How to use “line of sight” goals to keep your employees aligned, on track and fully
accountable (and a 9-minute meeting you should have every morning that reinforces
those goals)
5 step Personal Development Plan that forces every employee to take personal
responsibility for, and ownership of, their career and the organization’s future
Powerful performance management tool called Word Pictures that translates
accountability into concrete behaviors for every employee
Specific script for giving constructive feedback in a drama-free way that gets
employees to take ownership for their own performance and personal improvement
How some of your HR processes are inadvertently causing drama, and how 3 simple
fixes can turn drama into accountability
Dealing With Bullies And Intimidators
Over the past few years, as people are more stressed, our research shows that leaders today
are twice as likely to act like Intimidators. And according to recent studies, as many as
1 in 4 employees has been bullied. Even the United Nations warned that bullying,
mobbing, intimidation, etc. had reached epidemic levels. And a few years ago, a Deutsche Bank
employee won $1.5 million in court for suffering a campaign of mean and spiteful behavior.
So as an employee or leader, what can you do to tone down the bullies and
intimidators? What exactly can you say? How can you act? What about when the
intimidator/bully is a boss or coworker or even an employee?
This program delivers highly-specific scripts to say and also shows you the science and
psychology that makes them so effective.
This 60-minute webinar recording called “Dealing With Bullies and Intimidators”
will show you:
New research on which personality types are subjected to the most
intimidation
How a workplace civility effort can significantly reduce bullying and intimidation
How to define exactly what behaviors constitute intimidation
One simple metric that reveals which leaders are intimidators
The worst kind of leadership style to adopt if you want to stop bullying
3-part script for when a senior leader is an intimidator
How to separate every conflict into Facts, Judgments, Feelings & Wants so you can
effectively and analytically problem-solve every situation
7 words that immediately inflame conflict (and what you should say instead)
The latest research from neurologists on how conflict impairs cognitive functioning and
what you can do about it
Why the phrase “let’s calm down” always backfires and how you can actually
bring emotions down to a manageable level
6-part script that shows how to calmly and thoroughly resolve conflict between
employees, colleagues and bosses
How to refocus meetings when a bully or intimidator threatens to derail the
conversation
How to help Talented Terrors understand that their attitude is really a
problem
How to script tough conversations with Talented Terrors by using Candor, Objectivity,
Specificity, Timeliness, Calm, and Choice
4 part script for Talented Terrors that just refuse to change, no matter what
you do or say
Do More Coaching and Less Managing
Most likely, the best leaders you’ve ever had did much more “coaching” than “managing.” They
didn’t just tell you what to do, or criticize you for messing up, or push aside to do the work
themselves (things often equated with managing). Instead, they listened to your ideas,
challenged you to learn and grow, served as your sounding board, and took the time to discover
what really makes you tick. In other words, coaching.
Management has its place (like in a crisis), but it’s coaching (not managing) that helps
employees grow, develop and unleash their full potential. And coaching does not mean that you
just hire an executive coach. Instead, this program will show you how to develop
the Manager-As-Coach mindset for all your internal leaders.
On this special recorded webinar called Do More Coaching and Less Managing, you’ll
learn…
6-question test to assess if you (and your managers) have the “coaching mindset”
When to choose directive vs. non-directive coaching
How coaching changes when you’re focused on performance issues vs. goals
Understand the difference between coaching vs. managing vs. mentoring
3 drivers of trust between manager and employee (and how to use that to build
a coaching relationship)
4 situations where a coaching approach does not work well
How to guide employees to set goals that they can get passionate about
4 types of probing questions to use in coaching that direct people to share and
reveal their deeper issues (Factual, Emotional, Direct, Indirect)
How to use Fact-Based Listening to stop yourself from making snap judgments or
getting irritated
3 sentences you should say at the beginning of your coaching sessions with
employees
5-step process (based on rational emotive behavior therapy) that helps
employees overcome self-limiting and irrational beliefs
How to stop using feedback (which focuses on rehashing past history) and
instead use Constructive Dialogue (which focuses on changing the future)
How “gestalt communication” can prevent leaders from immediately giving orders
to employees (and how they can encourage employees to share ideas and solve problems
for themselves)
Enhancing Your Emotional Intelligence
Emotional Intelligence is more predictive of leadership success than raw brains or years of
experience. People follow leaders with high Emotional Intelligence, and quickly leave leaders
with low Emotional Intelligence. And a lack of Emotional Intelligence is one of the top reasons
why new hires fail.
If you have Emotional Intelligence, you will likely be a great success. And if you don't, the odds
are not in your favor. Presented by New York Times bestselling leadership guru
Mark Murphy, this program will teach you how to develop Emotional Intelligence.
Each participant will receive the 20-question Emotional Intelligence assessment
to measure your current Emotional Intelligence and identity opportunities for
further development.
This program is built on the tripartite emotional intelligence model of Self-
Awareness, Other-Awareness and Emotional Management.
You'll learn to develop self awareness, to figure out what makes you tick, what situations
set you off, how to avoid them, and how to maintain great emotional control. Imagine how
much your career will benefit if you can avoid those occasional outbursts that cause trouble
down the road. Even the greatest leaders have moments they wish they could take back, and
we'll teach you how to avoid them in the first place.
You'll learn how to read other people. You'll become significantly more aware of what
others are thinking and feeling, and how to be much more accurate in determining why people
act the way they do. Imagine how much more effective you'll be as a leader when you can
anticipate how others will react and adjust your behavior to have the most positive impact.
You'll develop emotional management skills to manage and influence others'
emotions. You'll learn how to defuse and deescalate tense situations, to bring people out of
their shell, link people together and turn seemingly messy situations into clearly predictable
opportunities for great leadership.
AGENDA
This 60-minute webinar called “Enhancing Your Emotional Intelligence” will
show you:
Take the 20-question Emotional Intelligence Assessment
The science of Self-Awareness: the ability to identify & understand your own emotions
The science of Other-Awareness: the ability to identify & understand others’ emotions
The science of Emotional Management: the ability to manage & influence emotions
8-part exercise to understand your emotions, why you react and act the way you do, so
you can initiate or avoid certain situations, and rehearse and prepare for situations
based on your likely reactions
3 steps to significantly increase your ability to quickly and accurately read other peoples’
emotions
Why Emotional Intelligence is the #2 reason why new hires fail
Getting More Influence Without Authority
Do you have enough influence? Do colleagues and bosses listen to your every word?
Do they act on your ideas? If you want more influence, so you can get better and faster
results, this webinar called Influence Without Authority will show you how.
The flattening of today’s organizations has created more informal power networks that make
the old command-and-control model of leadership obsolete. So this 60-minute webinar will
teach you how to influence others to buy-in and follow your leadership.
You’ll learn how to key into other peoples’ driving needs and craft persuasive messages for each
audience. We’ll show you how to identify your likely allies and your likely antagonists, whom to
approach for support and how to enlist their support. We’ll also show you how to identify your
hidden sources of power and leverage them for greater leadership effectiveness.
This 60-minute webinar called “Getting More Influence Without Authority” will
show you:
The 7 Personality Drivers that determine why people will (or won’t) listen to you
New research that shows why leaders are afraid of people with new ideas
4 common mistakes that instantly make you LESS influential (and how to avoid them)
Learn how to influence each of the 7 major personality types (with specific do’s and
don’ts for each type)
How to rewrite your message depending on the personality you’re talking to
Diagnose whether someone is likely to be your Champion or Antagonist
How to build support (and effectively convert the people that don’t support you)
3 sources of power you didn’t know you had (and how to start using them)
Understand the difference between the Attraction and Power approaches to
influence
Develop influence in flat or matrix organizational structures
Whether you should start by convincing your Champions or your Antagonists
Giving Tough Feedback Without Making People Angry
Do you avoid giving people tough feedback because you know they’ll get angry or drag their
feet? When you “speak the truth,” do people get defensive or start blaming and
making excuses?
According to a Leadership IQ study, 81% of managers have avoided confronting a
subordinate about inappropriate behavior, even when a customer or the
organization suffered as a result. And a whopping 93% of people have avoided
confronting a coworker about inappropriate behavior.
The most successful organizations know that the only way to grow and succeed is to give tough
feedback in a way that people actually listen and change.
In this 60-minute webinar training session called Giving Tough Feedback Without
Making People Angry, you’ll learn how to "speak the truth" and give tough feedback in a
way that doesn't make people defensive or angry. When somebody does something that needs
correcting, you can't just ignore the problem. So we'll give you specific scripts to tackle this very
delicate conversation.
This 60-minute webinar called “Giving Tough Feedback Without Making People
Angry” will show you:
6-step script for delivering tough feedback without making the recipient
defensive
How to delayer your conversations in 4 parts (Facts, Interpretations, Reactions,
Ends) and learn which pieces you should and shouldn’t share
Why you should never use “I statements”
4-step script for delivering tough feedback when you have a bad relationship with the
recipient
1-sentence that opens and deescalates tough conversations
4-Question Quiz for testing whether you’re making people defensive with blaming and
loaded language
Why you should never use a “compliment sandwich”
Assessing your relationship so you know how this person will take your
feedback
How to avoid “pleading” and “attacking” in tough conversations
Hiring For Attitude
Attitude accounts for 89% of hiring failures. So how do you assess candidates’ attitude
(including their coachability, emotional intelligence, motivation and temperament)?
Based on the bestselling book featured in Forbes, Fast Company & CNBC, Hiring for
Attitude will show you the cutting-edge hiring practices that reveal if candidates have the
right attitude to fit your culture.
You’ll get the one question to assess “coachability.” And you’ll get tools like the textual research
that reveals if someone is a high or low performer just by the pronouns and verbs they use in
their answers.
This 60-minute webinar called “Hiring for Attitude” will show you:
The 5-part interview question that reveals if people are “coachable” (and that
famously asks candidates to spell the last name of their previous boss)
6 words that ruin behavioral interview questions when you’re trying to hire for
attitude
2 quick tests to discover the attitudinal characteristics that your
organization MUST include in interviews
Why you should never ask “tell me about yourself” or “what are your
strengths/weaknesses”
4-part interview question that reveals if people are coachable and what their last
boss really thought about them
Why most hiring managers ask way too many questions, forcing candidates to
give very fast and superficial answers (and learn how many questions you SHOULD ask)
1 sentence to say when you think the candidate is lying to you
How to assess attitude when you’re conducting team interviews
Get a structured form for assessing and evaluating all of your candidates
1 question that reveals if somebody goes “above and beyond”
New textual science that shows you how candidates’ pronouns, verb tenses, and adverbs
reveal if they’re a high or low performer
How Nice People Gain Power & Influence
Nice people need more power & influence. So, do you have enough? Do colleagues and
bosses listen to your every word? Do they act on your ideas? If you want more power and
influence, so you can get better and faster results, this webinar called How Nice People Get
Power & Influence will show you how.
The flattening of today’s organizations has created more informal power networks that make
the old command-and-control model of power and influence obsolete. And that’s a really good
thing for nice people. So you’ll learn the 7 sources of power and which ones work in
today’s modern organizations. We’ll show you how to identify your likely allies and your
likely antagonists, whom to approach for support and how to enlist their support. We’ll also
show you how to identify your hidden sources of power and leverage them for greater
effectiveness.
Whether you’re enlisting support from your boss, executives in other divisions, managers who
are getting in your way, employees, board members, unions, etc., this program will help you
understand how best to attract supporters to your cause and leverage your undiscovered power
to motivate them to action.
This 60-minute webinar called “How Nice People Get Power & Influence” will
show you:
The 7 sources of power (legitimate, coercive, reward, referent, connection, expert,
informational) and which power sources YOU should be using
4 common mistakes that instantly make you LESS influential (and how to avoid
them)
Learn how to influence each of the 7 major personality types (with specific do’s and
don’ts for each type)
How to rewrite your message depending on the personality you’re talking to
Diagnose whether someone is likely to be your champion or antagonist
How to build support (and effectively convert the people that don’t support you)
3 sources of power you didn’t know you had (and how to start using them)
Develop influence in flat or matrix organizational structures
Understand the difference between the Attraction and Power approaches to
influence
How to Be Assertive Without Being Viewed as Pushy
Assertiveness can make managers and employees feel more empowered and fulfilled, and make
them much more effective. But being assertive is hard for leaders, because they fear being
perceived as pushy or overbearing (or even a jerk).
Take an example from the healthcare industry: nurses can sometimes feel intimidated by
physicians. And when they feel intimidated, they're much less likely to stop a physician from
making a medical error or doing something that could endanger the patient. So assertiveness
not only makes for a better workplace, it can literally save lives.
Assertiveness can create the kind of win-win communication that every company needs.
Healthy assertiveness skills can even reduce conflicts and aggressiveness in the workplace.
You'll learn:
How to communicate with confidence and composure, and stand up for yourself and
your staff
How to say "No" assertively
How to say “No” when a coworker wants you to break the rules
How to say “No” when a boss or coworker tries to intimidate you
The best way to deal with difficult people, give constructive feedback and correct
problems
2 words that non-assertive people MUST stop saying immediately
How to make requests of others with confidence
How to measure your own assertiveness, so you'll know exactly where your current skills
stand, and on which areas you should focus your improvement efforts
How to Build Support for Your Change Efforts
46% of leaders think their company changes too slowly. A Harvard Business School study
found that 70% of change efforts fail. And a Leadership IQ study found that mismanaging
change is the #1 reason why executives lose their jobs.
Why is change so hard? For one, leaders must help themselves manage change, all while
helping others cope with change. And most typical top-down structures ignore the
psychological aspect of change, focusing only on delivering a great pitch. Meanwhile, listeners
catastrophize the message, jumping to conclusions and making irrational interpretations about
the impact the change will have on them.
So in this webinar, you’ll learn how to accelerate your change management process, and
reframe your communications to make change more appealing. And how to manage peoples’
emotions about change so they feel excited, instead of scared!
You'll learn:
How to assess whether your change process should be Evolutionary or Revolutionary
2 ways that change efforts get bogged down and how to fix them
How to reframe all your communications so that change sounds like an opportunity
rather than a threat
3 biggest points that MUST be included in every memo announcing a change initiative
How to stop and debunk any negative rumors about your change effort
The biggest reason that change efforts fail (and how you can fix it)
2x2 grid that shows you exactly how much support you will have for your change effort
How to inspire employees to leave the status quo and embrace new changes
How to win-over fence-sitters and deal with change resisters
4 question test that will predict the success (or failure) of your change efforts
2 steps you must take so that people don't backslide and return to the old ways of doing
things
How to Inspire and Retain Your High Performers
This will make your head spin: In 42% of companies, high performers are
LESS engaged than low performers. What?!?!!??
Leadership IQ recently conducted a study of 207 organizations where we matched engagement
survey data with employee performance appraisal results. The annual performance evaluation
ratings were provided by the organizations, and the engagement scores came from our
employee engagement survey. Our study found that in 42% of the 207 organizations (i.e., 87
companies), high performers were less engaged than low performers.
This was such big news that just about every media outlet in the world covered
our study; including the Wall Street Journal, New York Times, Forbes, Fast
Company, HR Executive, Harvard Business Review, and even Rush Limbaugh and
NPR.
Anyone who's had a real job for more than a few years knows the demoralization that
comes from being a high performer surrounded by low performers; getting burned
out by carrying their load, and resentful over a lack of recognition great work. This is reality for
many high performers.
And also, the psychology of high performers is often different than that of other
employees. High performers will typically have more Achievement and Adventure drivers,
and less Affiliation and Security drivers, than average employees. And if their managers don't
pay attention to this psychology when they're assigning work, giving recognition, etc., they
further risk demotivating their high performers.
This 60-minute webinar called “How To Inspire & Retain Your High Performers”
will show you:
The 3 psychological drivers that high performers have (that middle and low
performers often lack)
What to do when your high performers seem "maxed out"
An effective "retention" conversation script and the best time and place to hold that
conversation (using our famous Shoves & Tugs model)
How to know when our conversations with high performers are NOT hitting the most
critical issues
Understand your retention priorities, and invest your efforts wisely
Deal effectively with "the money issue" - then move past it
How to eliminate the fear that holds many managers back from asking the most
important questions
How to build trust and get candid feedback from your high performers
How to assess - and foster - the confidence that will bring out the best in your people
How to set "HARD Goals" for high performers with maximum psychological
impact
How to assess high performers' perception of the costs and benefits of working for this
organization
How to tell if one of your high performers is contemplating leaving
How to Manage ‘Brilliant Jerks’ (aka Talented Terrors)
It would be nice if all talented people had great attitudes. But unfortunately,
sometimes our most talented people can be arrogant, narcissistic, dramatic or
negative. And that's why we call them ‘Brilliant Jerks’ or ‘Talented Terrors’ (aka
talented people with bad attitudes).
Brilliant Jerks (or Talented Terrors) are the employees who have all the skills you want, but an
attitude that drains your energy and hurts your team. Not only do these folks make your life
difficult, but they can have a toxic influence on your other employees, make you look ineffective
as a leader, and chase away the high performers that actually have good attitudes.
But they’re tricky to manage because they also have lots of political clout and a track record of
very good technical performance.
On this webinar called How To Manage ‘Brilliant Jerks’ (aka Talented Terrors), you’ll
learn the techniques and psychological science for leading all of those smart people with
challenging personalities.
This 60-minute webinar called “How To Manage ‘Brilliant Jerks’ (aka Talented
Terrors)” will show you:
2 techniques for guiding smarter and louder personalities to keep them engaged without
letting Brilliant Jerks/Talented Terrors steamroll your other staff
What to say when talented people with challenging personalities just aren’t meeting
expectations (and how to refocus them without them spiraling into pouting, blame,
excuses, etc.)
How to use Word Pictures to keep your challenging personalities working within
structured performance expectations, but still allowing them the freedom to be creative
and brilliant
How to give challenging personalities constructive feedback, and how to control the
conversation when they react by blaming or making excuses
How to help Brilliant Jerks/Talented Terrors understand that their attitude is really a
problem
How to script tough conversations with Brilliant Jerks/Talented Terrors by using
Candor, Objectivity, Specificity, Timeliness, Calm, and Choice
4 part script for Brilliant Jerks/Talented Terrors that just refuse to change, no matter
what you do or say
Keep total control of conversations with Brilliant Jerks/Talented Terrors without letting
it get off track
3 sentences to say when your Brilliant Jerks/Talented Terror is a colleague (not a
subordinate)
4 part script for Brilliant Jerks/Talented Terrors that just refuse to change, no matter
what you do or say, even if it means their job
How to put attitude evaluations into your performance appraisal and disciplinary
processes so you don’t face this problem moving forward
How To Speak So Everyone Listens
When you speak, does everyone listen? Do people hang on your every word? OR, do you
connect with some people but not others? Do you have trouble connecting with ‘feelers’ or data
geeks or people who don’t get to the point?
A whopping 93% of leaders think they are effective communicators – yet only 11% of their
employees agree. That’s a huge problem for leaders, because communication skills drive career
success in today’s organizations.
Once you harness the best practices taught in our upcoming webinar, “How to Speak So
Everyone Listens,” you’ll see your effectiveness as a communicator – and a leader – skyrocket.
AND ALSO: On this recorded webinar we’ll be sharing our revolutionary new data
about how communication styles can actually impact employee engagement!
In this recorded 1-hour webinar, you’ll learn:
The 4 types of communication styles (Analytical, Personal, Functional and Intuitive) and
how to speak to every one
How to speak to a room filled with different communication styles (called Multipathing)
3 tricks for when you and your boss have different communication styles
How to identify and speak to ‘process-driven’ people who like the nitty-gritty detail
How to identify and speak to ‘big picture’ people who don’t want lots of detail
How to identify and speak to ‘analytical’ people who want data, hard numbers, and
dislike that ‘warm-and-fuzzy’ stuff
How to identify and speak to people that are warm and chatty ‘feelers’
Which modes of communication work (and don’t work), including email, voicemail,
phone calls, and more
5 words to say when the other person isn’t listening to you
The biggest way your communication needs to change when you’re speaking to 1 person
vs. a group
How to Take, And Learn From, Tough Criticism
If you live in the real world, at some point you're going to get some tough criticism. Even
world-famous CEOs receive blistering criticism. But why do some people take tough criticism
and use it as a catalyst for extraordinary success, while others just pout and get defensive,
completely missing their opportunity to get useful information?
Whether you want to personally handle criticism better, or you want everyone on your team to
turn criticism into great success, you don't want to miss this webinar called "How To Take, And
Learn From, Tough Criticism."
Join us for this special 60-minute webinar called “How To Take, And Learn From, Tough
Criticism” and learn:
10 question assessment to test whether you've got the "psychological hardiness" to
bounce back from tough criticism
3-step process for identifying at least one positive and productive kernel of insight from
every bit of criticism
Dissect tough criticism into Facts, Interpretations and Reactions so you can react more
logically and analytically (and not feel personally attacked or defensive)
5 step Personal Development Plan that helps you take personal ownership for your
success and view criticism not as a personal attack, but as a useful data point and
competitive intelligence
2 questions to ask your bosses and colleagues to help you anticipate and predict tough
criticism so that you're not blindsided or surprised, and you feel more in control and
proactive
Using the "30 Days Later" technique to calm your emotional reactions to criticism and
instead think rationally and strategically
4 words you should always say when you receive tough criticism
1 simple gesture that slows people down when you're taking more criticism than you can
emotionally handle or when the criticism turns toxic
How to accept criticism in a way that builds your "trust quotient" with the person giving
you the criticism
2 exercises to help you "reframe" every criticism into an opportunity for personal
advancements
How to Use the Best Leadership Style for Every Situation
More than 140,000 leaders have taken our Leadership Styles Assessment! And we
know that there are 4 fundamental leadership styles: Pragmatist, Idealist, Steward and
Diplomat. But, do you know WHICH of these leadership styles you should use? And WHEN?
And HOW to change your style?
Everyone has a default leadership style. And every leadership style has strengths and
weaknesses. So your job as a leader is to choose and use the best leadership style for
every situation.
But how can you change your default leadership style? And how do you know when you need to
change your leadership style? Sometimes you’ll need to be the hard-driving Pragmatist (like
Jeff Bezos, Founder of Amazon). Other times you’ll need to be the socially intelligent Diplomat
(like Sheryl Sandberg, COO of Facebook).
Using the wrong leadership style is one of the biggest reasons that CEOs get
fired. So this is an absolutely critical skill for every leader! In this program, you’ll get the best
techniques and latest research on choosing and changing leadership styles, including data
that has not yet been released to the public!
On this webinar called “How To Use The Best Leadership Style For Every Situation”,
you’ll learn…
What are the BEST situations to be a Pragmatist, Idealist, Steward or Diplomat?
What are the WORST situations to be a Pragmatist, Idealist, Steward or Diplomat?
The 2 biggest STRENGTHS of Pragmatists, Idealists, Stewards and Diplomats
The 2 biggest WEAKNESSES of Pragmatists, Idealists, Stewards and Diplomats
3 ways to tell when your leadership style is NOT working in a particular situation
4-Step Process for making yourself accept that you need to adjust your leadership
style
How Pragmatists can become a bit more open and collaborative when your team’s
morale is dropping and burnout is rising
How Idealists can become a bit more structured and directive when your group is
floundering or needs better execution
How Stewards can become a bit more open and competitive when you need to shake
up the status quo
How Diplomats can become a bit more directive and challenging when you need
faster results
Leading a Team Filled with Strong Personalities
You want brilliant, creative and powerful people on your team (a bunch of passive "yes people"
won't help you). But those big brains often come with strong personalities. And if you don't
understand how to lead and balance those strong personalities, keeping your team focused,
productive and collaborative will be exhausting (if not impossible).
On this webinar, you'll learn the tools and skills to make those strong personalities into a
cohesive and productive team. You'll learn techniques and structures for harnessing the talent
on your team, balancing the different personalities, and leveraging their strengths while
keeping away from their weaknesses.
You'll learn:
The Big 4 Personalities you'll see on work teams (Analyzers, Implementers,
Collaborators and Challengers), and the strengths and weaknesses of each personality
type
Take-home quiz to give to your team to discover their unique mix of Big 4 Personalities
so you'll know how to balance them and leverage their talents
3 tools for keeping meetings with strong personalities disciplined and on-topic
What to say when strong personalities are completely off topic (without offending them)
Test for choosing the right decision-making process for your team's unique mix of
strong personalities
2 techniques for getting the quiet personalities to participate more actively
3 techniques for harnessing and guiding the louder personalities to keep them engaged
without them steamrolling the rest of the team
Specific techniques for leading each of the Big 4 Personalities (Analyzers, Implementers,
Collaborators and Challengers)
2 tools for generating productive disagreement between the various big personalities
without sliding into unhealthy conflict
Managing Narcissists, Blamers, Drama Queens and More
Do you ever have to deal with giant egos, or blamers, or people who find drama in every little
thing? Do you have to work with anyone who always sees the negative in any situation? Or
someone who is hyper-sensitive and always gets their feelings hurt?
Sadly, not every person in our organization is nice, pleasant and easy-going. So you’ve got to
know how to manage and understand difficult personalities. Fortunately, we’ve
identified the Big Five difficult personalities that drive the most conflict in organizations, and
we’ve developed specific scripts for dealing with each one. In this 60-minute webinar, you’ll
learn specific scripts for managing Narcissists (Giant Egos), Blamers and Finger-Pointers,
Drama Queens and Kings, Negative and Overly Sensitive people.
Negative (they always see the downside): Because their negativity can deflate everyone
around them, you’ll learn how to contain their negativity and even start to turn
them positive by debunking the irrational thoughts that drive their negativity
Drama Queens and Kings: Behind the drama is a desperate cry for attention, so
you’ll learn a specific script for reducing the drama while turning them into a
more rational and responsible adult
Narcissists (Giant Egos): Behind that giant ego is a very fragile personality, so
you’ll learn a very clever and subtle script for getting them to do what you
want while toning-down their ego (even if they outrank you)
Blamers and Finger-Pointers: The blame game is time-consuming and destructive, so
you’ll learn a script to quickly stop the finger-pointing and make this person and
positive contributor to the team
Overly Sensitive: Learn why they’re so emotionally fragile and always looking for
reasons to feel hurt and a specific script for pulling them together and keeping
them productive
Mastering the Player-Coach Leadership Model
Most leaders struggle mightily to find a balance between ‘managing’ and ‘doing.’ If they’re
‘managing’ too much, they feel like they’re not really working (and give up the expertise that
got them promoted in the first place). And if they’re ‘doing’ too much, they get stuck in a
vicious cycle of 12 hour days and no bench beneath them.
But there is an alternative: the Player-Coach Model of Leadership. Many great leaders are both
‘managers’ and ‘doers.’ Steve Jobs designed the iPhone WHILE building Apple. Warren Buffett
still picks investments. NASDAQ has grown exponentially using ‘player/coach leadership.’ And
our research shows that the #1 source of power for leaders comes from their individual
expertise, not from having a management title.
Almost every company tries ‘player/coach leadership’ but most fail to find the right balance. So
in this webinar, you’ll learn how to successfully implement ‘player/coach leadership’ with
specific tactics and strategies.
This 60-minute webinar called “Mastering the Player-Coach Leadership Model”
will show you:
New research about how many hours per week a leader needs to spend interacting with
their employees
Why you’ll never find a good balance between player and coach if you don’t develop a
deep leadership ‘bench’
5 key metrics that show whether your leadership ‘bench’ is deep enough
The 1 type of task that a player/coach leader should DELEGATE IMMEDIATELY or
they’ll never find a good balance between ‘managing’ and ‘doing’
3 biggest reasons why companies decide to use a player/coach leadership model
How to use a Peer-to-Peer leadership development model to teach leaders how to do
better ‘managing’
How to use the player/coach model to prepare your leaders for bigger roles in the future
1 test that shows if leaders have focused too much on ‘doing’ and not enough on
‘managing’
A leadership training exercise used by NASDAQ and Save the Children that instantly
shows leaders how to BOTH ‘manage’ and ‘do’
Overcoming a Culture of Entitlement
Do you ever get frustrated by entitled employees? Who want everything now, now, now? And
without working hard or earning it?
Ironically, many of our management and HR practices are actually fostering this entitlement.
And the “Parent-Child” dynamic that often occurs between managers and
employees is increasing entitlement and suppressing accountability.
Fortunately in this webinar, you’ll learn how to transform an entitlement culture, and radically
improve accountability and ownership.
This 60-minute webinar called “Overcoming a Culture of Entitlement” will show
you:
The 8-question “Accountability Test” that will help you diagnose the levels of
entitlement vs. accountability in your organization
How a “Parent-Child” dynamic between managers and employees is fostering
entitlement, and how managers can use an Adult leadership style to immediately
increase employee accountability
How CEO Memos can be rewritten to increase employee accountability and reduce
entitlement
How some of your HR processes are inadvertently creating a sense of entitlement and
how 3 simple fixes can turn entitlement into accountability
15-minute conversation that managers must have with employees that immediately
reduces employees’ sense of entitlement and gives them a greater sense of
personal ownership
A Personal Accountability Plan that reduces entitlement by pushing every
employee to take personal responsibility for their career progression and development,
and puts the manager in the role of coach and gets them out of playing parent
The 2 biggest mistakes that managers make that keep employees feeling entitled
How to use a “manager for a day” program to co-opt your best employees, radically alter
their worldview and use them to change an entitlement culture from the inside-
out
The 1 question you must ask at the end of every meeting to hardwire
accountability into your daily operations
A powerful performance management tool called Word Pictures that translates
accountability into concrete and gradable behaviors for every employee
Psychological Tactics That Make You A Winning Negotiator
Every aspect of your career is subject to how well you negotiate; from your salary to your job
title to getting your big proposal approved. Yet, most leaders are doing a terrible job at
negotiating. In one study, 70% of people actually accepted deals that were so bad
they were financially worse than not having a deal at all! (This is a psychological flaw
called ‘Agreement Bias.’)
Recently there’s been an explosion of groundbreaking psychological science that’s being used
to win negotiations. And if you haven’t diligently kept up on all the latest science,
you’re probably getting taken advantage of and losing negotiations.
In this program, called Psychological Tactics That Make You A Winning Negotiator,
you’ll learn the science you need to avoid losing negotiations (and create exponentially more
value for yourself and your company).
No other negotiation training has ever compressed this much science and tactical advice into a
60-minute program.
You’ll learn…
The shocking Nobel-prize winning research that shows why your proposal is more
likely to be accepted if it’s stated in terms of what the other side stands to lose rather
than what they have to gain (i.e. Prospect Theory)
Why using highly specific numbers rather than round numbers has improved
negotiated deals by as much as 47%!
Why negotiators are more likely to accept an offer that includes two smaller gains than
one big gain
How negotiating in teams of 2 or 3 people can reduce your odds of accepting bad
deals by nearly 50% (i.e. avoiding ‘Agreement Bias’)
How carefully revealing your priorities in a deal can improve your negotiation outcomes
by 10%
Why starting with a large number of components or features and allowing consumers to
scale down from there leads to the much higher money deals than starting with a basic
product and asking consumers to build onto it (aka the Endowment Effect)
The psychological quirk that explains why selling potential, rather than past
achievements, has actually led to 200-600% more successful outcomes
How one study proved that by focusing on goals rather than worrying about what might
be lost, negotiators gained an average of $4 million in extra value from their
negotiations
Why science shows that you actually SHOULD make the first offer in
negotiations, and how your opening offer creates a psychological anchor that
correlates 80% with the final resolution
How a recent study showed that changing the location of your negotiation (from their
office to your office) improved final deals by 160%
AND MUCH MORE!
Secrets for New Managers
Being a new manager can be terrifying; one day you’re friends with people and the next day
you’re being asked to order them around. So how do you move from being “friend” to
“manager”? What words are you supposed to say when you manage someone? How do you
hold people accountable and improve their performance without being
overbearing and destroying morale?
In this program designed for new managers, you’ll learn Secrets for New Managers so you can
get off to a great start. After all, you don’t want to waste your big chance to make a
first impression as a new leader.
This 60-minute webinar called “Secrets For New Managers” will show you:
3-part script to immediately start winning over your best employees,
especially if they're bitter because you got the management job they really
wanted
4 P’s of delegation, including how to prioritize tasks and how to define your expectations
Discover the line between Friend and Manager and what boundaries you
need to put on your new relationship with employees
Discover exactly what goals you’re being asked to accomplish as a Manager, and then
how to get your employees to help you achieve those goals
How to avoid creating a Parent-Child dynamic with your employees
How to co-opt your best employees to help you set the ground rules and boundaries
using the “Word Pictures” technique
4-part script to say when “talented people with bad attitudes” try to derail
you and even embarrass you
Discover a process for assigning work that gives you more oversight without
micromanaging (and that actually makes employees feel more autonomous)
Discover the 5 biggest mistakes new managers make, and how to avoid
them
How to turn things around if you get off to a bad start as a new manager
Stop Being Busy, Start Being Productive
We all suffer from the “busyness disease.” Over 60% of working Americans say they
don’t have enough time to do the things they want to do. And 40% of full-time
working moms say they Always feel rushed!
The scarcest resource professionals and leaders have is their time (not money or people or
influence). Time. And it’s why the top frustrations of leaders are typically not having enough
time, struggling to balance priorities, not being proactive enough and reacting to everyone
else’s priorities, and spending too much time doing work that someone else should be doing.
But there is good news…we have a lot more time than we think we do. One study found that
people who say they work 75-hours per week overestimated their working time by
about 25 hours!
There are 4 kinds of work that consume our time: Green Light, Yellow Light, Orange Light and
Red Light Work. But only Green Light Work will give you a successful career.
Green light work is the work you’re uniquely qualified to do it. It’s why the organization hired
you and it absolutely has to be done. And it’s the work that propels you towards your goals. But
for the average person, less than 30% of their week is spent on Green Light work. The other
70% of their time is spent on Yellow, Orange and Red Light Work---activities that range from
necessary but delegateable all the way to completely wasteful (like useless meetings and
rework).
This program is going to show you how to discover your own personal Green
Light Work and then give you tactics for shedding all the Yellow, Orange and Red Light Work
that is misusing (or wasting) your time, hurting your effectiveness and stopping you from
hitting all your goals.
This 60-minute webinar called “Stop Being Busy, Start Being Productive” will
show you:
How to distinguish between Green Light, Yellow Light, Orange Light and
Red Light Work (and a Grid to plot your major activities)
Which of your Yellow, Orange and Red Light activities should be delegated and which
should be eliminated
The latest time tracking apps you should use to measure just how effectively you’re
using your time
Identify and eliminate the Top 10 timewasters that consume leaders’ time
Checklist for teaching employees how to clarify and complete work assignments so that
you don’t have to waste time constantly checking-up on them after you delegate
3 steps to overcome the Sunday Night Blues
Eliminate some of your misused time with a 3-part Meeting Achievement Checklist
that makes every meeting 15 minutes shorter
The 1 question you need to ask yourself every morning that prioritizes and focuses your
day (and ensures you don’t leave the office asking yourself “did I really get anything
done today?”)
How you can immediately code your email inbox with Green, Yellow, Orange and Red
Light Work to highlight exactly what deserves immediate response and what needs to be
postponed or delegated
How to create a Personal Strategic Plan so you can see exactly what you need
to accomplish in the upcoming days, weeks and months (and use that to prioritize
your mornings and evenings)
How to overcome the psychological barriers to delegating (including ego, doubt and
competence) so you’ve got many more resources to share your workload
Taking the Pain Out of Performance Reviews
Did you know there are 5 ways to make performance reviews honest, constructive, motivating
and fulfilling conversations? Of course, not everybody knows how to do that because a
landmark Leadership IQ study of 48,012 managers and employees discovered that typical
performance appraisals are thoroughly disliked (for example, only 6% of CEOs think
performance appraisals are useful).
But there are 5 key leverage points that radically improve performance reviews, and all can be
implemented quickly and easily (at both the HR and frontline manager levels).
Our renowned research on performance management has appeared in Fortune, Forbes,
Business Week, HR Executive, Talent Management, and more. And on this webinar,
we’ll show you the latest techniques for taking the pain out of performance reviews.
This 60-minute webinar called “Taking the Pain Out of Performance Reviews”
will show you:
2 sentences that make every performance appraisal conversation more comfortable (if
you say them in the first few minutes of the meeting)
The correct order in which you should talk to high, middle and low performers
How Transactional Analysis gets managers and employees out of the painful Parent-
Child dynamic that usually defines performance reviews, and instead creates an Adult-
Adult partnership full of self-awareness and positive coaching
What 3 pieces of information need to be in EVERY performance appraisal conversation
The correct order in which you should discuss performance, money and goals (so you
keep employees’ attention throughout the entire conversation)
How to accurately evaluate remote employees
How to evaluate employees with much more experience than you
Conduct Self-Appraisals without causing rating inflation or big discrepancies
3-part script to make this a truly motivating conversation for high and middle
performers
What to say when low performers strongly challenge their evaluation
How to use Word Pictures to clearly and honestly delineate the level of performance you
expect and how the employee currently measures against those expectations
4 questions that should appear in EVERY employee development plan and goal-setting
exercise that encourages them to take ownership of their own career and goals
The 7 Deadly Sins of Meetings
“I spend half my life in meetings, and I hate them!” Most leaders dread meetings. They’re
unfocused, people are unprepared, the most important issues get shortchanged, and while
we’re stuck in meetings our real work is piling up at our desks. And worst of all, they never
seem to get better.
There are seven reasons why meetings are so painful, and seven ways to transform meetings
into engaging, productive and exciting forums for breakthrough thinking.
When you attend this 1-hour webinar event, you’ll learn…
How a Statement of Achievement eliminates 17 minutes from your meetings
Cutting-edge techniques like the No Homework Meeting
Get everyone to stop treating meetings as a free resource to be wasted and start treating
meetings like an expensive resource to be invested wisely
Make any meeting productive by creating a Statement of Achievement
Learn exactly which meetings should not be held
Get everyone to show-up prepared and ready to be insightful
How you should prioritize your meeting to maximize the group’s energy and attention
Eliminate the real reason why critics, mimics, comics, bullies and worriers attend your
meetings
Stop writing long-winded minutes and start writing actionable Decision Grids
3 questions to ask at every meeting to improve every meeting
Learn exactly which meetings should not be held
The Deadly Sins of Employee Engagement Surveys
Most companies are making huge mistakes on their employee engagement surveys. If you’ve
ever wondered why your scores aren’t increasing very much (or at all), this program will reveal
exactly what you’re doing wrong and how to fix it.
Do you know why you can’t ask employees if they’re satisfied with their job? Or why you can’t
use a 5-point scale (and what to use instead)? Or why managers continually struggle to take
action on your survey results?
Presented by one of the country’s leading employee survey experts, you’ll learn the Deadly
Sins of Employee Engagement Surveys (and how to fix them).
Warning: Due to the huge amount of trade secrets and insider information about the survey
industry provided in this program, we cannot permit anyone who works for a survey company
to attend.
This 1 hour webinar called “Deadly Sins of Employee Engagement Surveys” will
show you:
Why you should never ask employees if they’re satisfied (and the one question you
should ALWAYS ask instead)
Why 5 point scales don’t work (and what scale you should use instead)
The 4 worst survey questions that you should delete before your next survey
The 6 words that you should always say when you feed back your survey results to
employees
One simple test that you can use on every survey question to assess whether it’s a good
or bad question
5 questions that you can use to link your employee surveys with other surveys (like
customer, patient, safety, physician, etc.)
The secret of getting tremendously high response rates
3 analytical reports that make your survey results leap off the page
How 1 mistake on your survey scales and survey questions could actually be reducing
your scores
3 questions that should always appear in your employee engagement surveys
Why you should never use correlations on your survey data (and the statistical
technique you need to use instead)
The 1 issue that every CEO wants to see in their employee survey
The 2-step process that holds managers accountable for implementing their survey
results
The Science of Managing Millennials
The media has called Millennials everything from "deluded narcissists" to the "me-first
generation." Well, how are we supposed to manage any group of employees when we give them
such horrible labels?
It turns out that Millennials aren't nearly as narcissistic as everyone thinks (in fact, they rate
their communication, writing and presentations as lower than any other generation). And
they're not totally driven by money or praise (that's not even in their Top 3 motivational
drivers).
Somehow Google, Apple, the military and more have figured out how to get great results from
their Millennials. So what is everyone else missing?
In this new program called The Science of Managing Millennials, we'll explore the
latest research of Millennials, what makes them tick, and how to make them
highly productive, focused and accountable.
AGENDA
This 60-minute webinar called “The Science of Managing Millennials” will show
you:
How to break the Parent-Child management cycle that cause us so many problems when
we manage people the same age as our kids
The #1 driver of Millennial engagement (hint: it's not money or praise)
How to give Millennials the 'learning opportunities' they so desperately want
How to listen to their big ideas without getting defensive or angry
The secret of quid-pro-quo arrangements that stop you from feeling like you're making
Millennials more entitled
The 6 Psychological Events that made Millennials the people they are today (and how to
use that insight to attract and motivate them)
How to give Millennials positive reinforcement WITHOUT lowering your standards
3 mistakes that HR makes when they're recruiting Millennials
How companies like Google are able to give Millennials a deep sense of purpose while
still getting insane productivity from them
The Science of Managing Remote Employees
Having remote employees should be a huge advantage—you get the best talent from all over the
world, you don’t pay for relocation or office space, AND research shows that remote employees
work 4 hours more per week than in-house employees!
So why do companies struggle with remote employees? It’s because many of the leadership
techniques you use inside the office simply don’t work with remote employees.
For example, hot-shot companies that are predominantly remote (like WordPress, 37Signals,
and GitHub) don’t use nearly as much email as typical companies because it’s such a poor
communication vehicle. [Did you know that a McKinsey study found that the average worker
spends 28% of their weekly time on checking/sending email?!?! Ironically, if you want to be a
great remote company, you cannot waste that much time on email—you’ll need to use more
social technologies.]
New York Times Bestselling author Mark Murphy is hosting a live webinar titled “The Science
of Managing Remote Employees” to share the latest research and best practices about how to
be an effective leader in the virtual workplace.
This 60-minute webinar called “The Science of Managing Remote Employees” will
show you:
New research that shows which personality types (e.g. introverts, extroverts, etc.)
make the best, most engaged, most productive remote employees (HINT: It’s not what
you think.)
Sure-fire ways to assess and measure remote employees’ job
performance without using invasive and expensive techniques to spy on their every
move
Why you should NEVER ask “How’s it going?” to remote employees
3 attitude adjustments that leaders must make to successfully manage remote
employees
The 1 question you can ask at the end of every virtual meeting to avoid being
undermined behind your back by people who disagree with you
3 tools guaranteed to build trust with remote employees
How to transmit your corporate culture to employees who never get to see your
corporate office
The pros and cons (and creative uses) of the latest technologies: social media, wikis,
intranets, blogs, etc., plus one free tool to help you keep your virtual employees
accountable
A 3-step process for delegating large projects that require frequent progress checks
(without being demonized as a micromanager)
2 keys to keeping remote employees disciplined and productive
A specific weekly regimen that keeps remote employees connected and aligned
How to avoid the 5 emotional “trigger words” in emails that cause
misunderstandings, spark conflict and get you in trouble
The 10-minute conversation that keeps remote employees feeling connected and
engaged
How to end every email with a “call to action” that elicits immediate productivity
The Secrets of Killer Presentations
When you have to make a presentation, don’t you wish you could morph into a presenter like
the late Steve Jobs for the hour?
Think how great that would be. Your audience leaning forward to experience what you have to
say about your company, its products, its strategy all because YOU can connect with that
audience on emotional and intellectual levels that keep them riveted to your message.
In our upcoming webinar, “The Secrets of Killer Presentations,” you will learn, what Jobs and
other powerful presenters know — the tips, tools and techniques that you can use to connect
powerfully with your audience and transform your presentations into can’t-miss visual
experiences.
We’ve compiled the latest presentation skills from neurologists, visual designers, speech
writers and psychologists, PLUS the most cutting-edge presentation technologies from
companies like Google and Prezi, and packed them into a 60-minute, interactive presentation
that will get you up to speed with the best presenters in the business. We’ll show you how to
keep your audience riveted on the edge of their seats (and not sitting back in their chairs, arms
folded, half-asleep).
The trick is learning how to develop a stage charisma that will help you connect with your
audience on an emotional level and keep them riveted to your message. After you attend our
60-minute webinar, The Secrets of Killer Presentations, you’ll be able to differentiate yourself,
sell your big strategy, land that big client, impress the Board, get your project funded, and
more. Your presentation skills will set you apart.
Of course, you could choose to continue to be like most presenters who trudge through a pile of
text-heavy slides, boring their audience to sleep, never conveying the one thing an audience
actually needs to hear. Or maybe you’re already an effective presenter, but you’re looking for a
few tips to take your presentations to the next level.
Here are the 12-plus tips, tools and techniques you’ll learn. Adding just one of these
tips to your presentation arsenal will make you a more effective presenter. Adding 10 or more
will make you a killer presenter, second only to people like Steve Jobs.
See if this is what you’re looking for:
Key questions to ask your audience that keep them awake, feeling like your message was
designed for them, and too engaged to start checking their email
The secret technique that neurologists know for making your message
unforgettable (and planting it deep in peoples’ brains)
How to use a specific storytelling technique proven to entice your audience in the
first 30 seconds
How to make PowerPoint jump off the screen (and not look like PowerPoint)
How CEOs of Apple, Google and Starbucks deliver killer presentations in justone
sentence
How to create a presentation roadmap that keeps you on track and your audience
engaged
New presentation technologies that are easier and more versatile than PowerPoint
3 visual designs that need to be in your next presentation
How to speak effectively to the 4 distinct personality types you’ll find in every
audience
How to develop “stage charisma” whether your audience is big, small or even online
New online technologies that radically improve attentiveness during webinars and
teleconferences
2 critical changes you must make to adapt your live presentation for an online
audience
How Analogies, Pain, Stories and Facts help you connect to your audience on an
emotional level and create the “wow” factor you need to drive your message home
Word Pictures: The Best Tool For Setting Performance Standards
Word Pictures™ are behavioral descriptions that an organization can use to set explicit
behavioral expectations, distinguish between high and low performers and hardwire
accountability. What an organization needs is a tool to teach employees about the attitudes,
behaviors, values and standards that you want them to exhibit.
You can use Word Pictures to revamp your performance reviews, teach
employees, set high standards, and more! In fact, Caesar’s Palace used our Word
Pictures to set new standards in customer service for all their hotel & casino
employees, and immediately thereafter, scored their highest customer
satisfaction scores ever!
Word Pictures use a 3-part set of standards, called Needs Work (to describe poor
behaviors), Good Work, andGreat Work (to describe high performer behaviors).
With this 3-part model (based on a learning technique called ‘concept attainment’) you can
easily distinguish great from mediocre performance. And you will never again have employees
asking why you didn’t give them the highest score on their performance reviews!
Here’s an example Word Picture that a client created to teach employees how to
be Accurate in their work.Notice that in the Needs Work column they wanted employees to
understand that it’s never a good idea to hide mistakes in the hopes that they won’t be
discovered. Instead, as you can see in the Great Work column, they want all employees and
leaders to appreciate it when mistakes are found and even proactively report their own
mistakes.
In this program, we’ll give you lots of Word Pictures, including Innovation,
Expertise, Customer Service, Accuracy, Flexibility, Management,
Communication, Financial-Awareness and more!
And we’ll show you techniques, from companies like Caesar’s Palace, about amazing ways to
institute Word Pictures into your culture to teach all employees how to be high performers.
We’ve never given out Word Pictures like this in a webinar training before. So don’t miss this
special event presented by the person who invented Word Pictures, New York Times Bestseller
Mark Murphy.