IMPROVE COMMUNICATIONS For Your Sales Team, Administrative Staff

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					                                                        A WORKSHOP
                          Communicate .. rejuvenate .. motivate .. Escalate
“If you get the customer service right, the selling will take care of
itself”. Deb Smith



                                                                     IMPROVE COMMUNICATIONS
  S K I L L




                                                                      For Your Sales Team,
  M A R K E T I N G




                                                                       Administrative Staff,
                                                                 Office Managers, Team Leaders
                                                                                   Monday 15th February, Albury NSW
                              Deb Smith
                                                                                Tuesday 16th February, Wagga Wagga, NSW
  W I T H




                                                                                 Monday 20th February, Ballarat, Victoria
                                                                                 Tuesday 21st February, Bendigo, Victoria
                                                                                          (venue to be advised)
  C O N J U N C T I O N




                                                                                TRAILBLAZING TALK

                                                Tony Conabere                                            thousands of
                                                                                    Deb Smith– Hundreds of
                                                          Ken Phillips,
                                                                                    phone calls …. Millions of dollars
                                                          ZForce, “You                          in sales.
                                                         will want to know
                                                              what Deb          “Geraldine, our sessions were a resounding success.
                                                              knows”.           ...the staff now feel much more included. They liked
                                                                                the topics and felt you spoke with them, not to them
                Geraldine Wilson                                                and your inclusive style helped to get the message
                                                                                across.” Executive Assistant—Independent School



                                                                “Tony, I very much appreciate your input. It has been
                                                                interesting to see the similarities in perceptions from
                                                                people like yourself who have a wealth of experience in
                             with a Social Conscience
  I N




                                                                diverse sectors.” Independent School CEO
  C O N S U L T I N G




                                                                      Deb's advice regarding the preparation of lists and tele-
                                                                      marketing scripts, response forms and reporting have
                                                                      been invaluable - what you measure you can manage.
                            Enterprise




                                                                      Insurance Broker - Cheltenham
  J A N U S
Page 2                                                                                                        ENTERPRISE




              THE KEYNOTE ADDRESS
              COMMUNICATION TO ESTABLISH AND REINFORCE YOUR
              BUSINESS RELATIONSHIPS—an “I bought the business” scenario
              Deb Smith, Director and CEO, Marketing Skill

                     WORKSHOP ONE

              Two hours of constructive fun with intense, interactive, practical exercises to
              consider
              YOUR SKILLS AUDIT - THE FUNDAMENTAL SKILLS FOR SUCCESS
              The particular skills you require for success. A self-analysis audit to determine the strengths to accentuate
              and the weaknesses to minimise.
              YOUR PLANNING- PREPARATION AND PRODUCT
              The first impression you make is crucial to a successful outcome. What do you know about your client,
              customer, consumer or colleague? What is the target market? Are you properly and professionally
              prepared?
              YOUR VOICE -VERBAL AND NON-VERBAL COMMUNICATION
              Your client will know so much about you within a few seconds of speaking to you because of what you
              say and the way you say it. A fitness program to accentuate the positives and eliminate the negatives.
              Practice and rehearsal.
              YOUR EARS—THE BUSINESS OF STRATEGIC LISTENING
              Knowing the needs and wants of clients and customers. You need to ask questions, get answers and
FULL DAY      paraphrase to check that you have understood accurately. No longer is it acceptable to “think you heard
              your client say”; today, you must know what was actually said and what was meant.
INCLUDING     YOUR WORDS— ONE OR SEVERAL SCRIPTS
ALL WORKING   Do you know your “script” and what you are meant to be communicating? Do you understand what you
              are meant to be communicating?
PAPERS AND
LUNCH
                      WORKSHOP TWO

              Two hours of interactive work outs to develop techniques to improve your own
              social and emotional intelligence, to contribute to your team’s interactive
              intelligence, and to turn your customer, client or colleague into an advocate for
              your product and in turn for you.
              YOUR CUSTOMER— GAIN, RETAIN & NURTURE YOUR CUSTOMER
              The rapport you strike with your client in those first few seconds is all important. How do you get the
               first fifteen seconds right? How can you be confident you can do it? Practice and rehearse to discover
               which approach suits your style. The workshop will then move to the more general issue of your
              telephone manner, your client empathy and defusing the difficult situation (not dealing with the difficult


         N
               person).
              YOUR STYLE, YOUR EI & SI, DEALING WITH STRESS AND DIFFICULT
                SITUATIONS
              Stress and some difficult people come with the territory. Yet, emotionally intelligent people deal with

         O    these hazards with confidence and enjoyment. How do they? What techniques do they use to alleviate
              their stress? What skills to use to manage, even win over, those people, client or colleague, who seem
              difficult in the first instance.
              QUANTIFY YOUR TASK— PERFORMANCE BENCHMARKS AND

         W      TARGETS FOR YOU AND YOUR TEAM
              Do you know the “good” numbers that benchmark the work performance your employer expects? What
              “targets” will you now negotiate for yourself? Do you keep a record of your performance? Numbers
              help us to accurately measure our output.
DEB SMITH–                                                                                                        Page 3




                WORKSHOP THREE


             A two hour practicum devoted to discovering your own natural negotiating style
             and then employing that style with confidence and purpose to influence
             YOU THE MESSENGER—THE STYLE, TECHNIQUES AND SIGNPOSTS
             SUCCESSFUL NEGOTIATORS FOLLOW
             People want to make up their own minds. They know they have several protections in legislation. The art
             of assertive negotiation with its four distinctive faces is now more effective than techniques that may
             have produced results in bygone “hard sell” days. Do you know how to move through each of these
             stages, and how to “rescue” a colleague, client or customer if they become “lost” along the way? Do you
             understand the importance of style and strategy in negotiation? What is your natural style? Will it always
             work for you? Negotiation is ultimately an art but its techniques can be learned and rehearsed.
             YOUR MIND—POWERFUL POSITIVES
             Positives energize, engage and captivate. Negatives suck the energy out of people and places. How do you
             build a positive mindset and repertoire into your professional psyche so that it becomes authentic, sin
             cere and therefore effective, not the superficial “Have a Great Day” saccharine sweetness of the insincere
             positive? Practice and rehearse.


                 The Program
                 8.45am                           Registration
                 9.00am                           Introduction
                 9.15—11.15am                     Workshop One
                 11.15—11.30am                    Morning Tea
                 11.30—1.15am                     Workshop Two
                 1.15—2.15pm                      Lunch
NETWORK          2.15—4.15pm                      Workshop Three
AND LEARN        4.15—4.45pm                      Panel / Take Aways / Close
WITH YOUR
PEERS            Morning Tea and Lunch included
                 All Working Papers included

               Janus Consulting and Marketing Skill conduct a second day-long
               communication workshop in the proper and effective use of email and
               related technologies, and the development of policies and protocols to suit
               your organization on a “continual improvement” non-compliance
               platform . We recommend that this “The medium can become your mess,
               not your message” workshop be taken in conjunction with this “Improved
               Communication for a Competitive Edge” workshop.
              PRESENTERS
Deborah Smith
Hundreds of thousands of phone calls …….. Millions of dollars in
sales. Deb Smith began her career as a telemarketer. Hers is an interesting story
leading to the commencement of her own marketing business, now CEO of Marketing
Skill, a member of the CEO Institute and a leader in cutting edge communication. Deb
believes that relationship building is all important, “If you get the customer service
right, the selling will take care of itself”. Her belief is that this attitude translates
well with internal and external clients.

Tony Conabere, BA (Melb.), B.Ed. (Mon), M.Admin. (Mon), F.A.C.E.L., Janus
Consulting, has had a long and outstanding career in education. He is a Head of 30
years standing in independent schools and is consulting in change and risk manage-
ment, innovation, and people management. Tony is committed to the importance of
education, professional and career development. His exceptional leadership was rec-
ognized with the award of an Honorary Fellowship of the Australian Council of Educa-
tional Leaders in 2003.


Geraldine Wilson, FAIOP, AIMM, Director of Janus Consulting and former
co-director of PD Insider Training, managed support Staff for the one of the “Big
4”, managing recruitment, induction and performance, prior to commencing Janus Con-
sulting. She is a Past President of the Victorian Division of the Australian Institute of
Office Professionals and a Fellow of the Institute. She has been a member of advi-
sory boards at RMIT University and Swinburne University during the development
phases of post graduate certificates specifically designed for Office Professionals.
Geraldine has co-authored two books, the most recent being “Flexing Your Muscles—
Benchmarking and Best Practice for Office Professionals”.




Ianus (pronounced Janus) was an ancient Latin deity, depicted with two faces looking in
         opposite directions, who presided over the beginnings of all enterprise
                      P.O. Box 335 Mount Martha Victoria 3934
                                     03 5974 2211
                                     0414 295 048
                          61 3 5974 2211 (outside Australia)
                          61 414 295 048 (outside Australia)
                       tonyconabere@janusconsulting.com.au
                      geraldinewilson@janusconsulting.com.au


                                  ABN 889001076096

				
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