Workshops
T.A. Yanovitch, Inc. offers a variety of workshops that will be customized to fit your unique organizational needs. Listed below are the most frequently requested seminars.
- Quality Management
- Increase Sales and Build Loyal Customers
- Effective Speaking and Presentations
- Image and Etiquette in Today’s World
- Problem Solving
- Creating a Culture of Service Excellence
- Delivering Exceptional Service
- Leadership Legacy - from Success to Significance
- Develop Your Listening Skills
- Enhance Your People Skills
Creating a Culture of Service Excellence
The delivery of excellent service must be viewed as a way of life within an organization, not an add-on to the employee’s job responsibilities. This means engraining it into the culture of the organization so that it becomes known that “service excellence” is just business as usual. It starts with identifying the higher purpose of the organization and identifying the employee behaviors to consistently achieve the higher purpose. It also means looking at the systems and processes in place to sustain a culture of service excellence and the leadership actions that are necessary to ensure they stay in place.
Learning points:
- How to develop a Service Philosophy and Service Standards
- Review and explore the leadership actions needed to create and sustain a culture.
- Create a rough draft action plan for your area
Who should attend: Managers and above who have the ability to impact a department/division
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Delivering Exceptional Service
Exceptional customer service doesn’t just happen; it must be planned, taught and implemented, if it is to be delivered consistently. “Everything speaks” in your environment to the customer and has an impact on their experience. This program engages attendees to look through the “lens of the customer” and see, hear, touch, and feel what it is like to do business with your organization. The critical elements that make up the customer experience are identified and explored using the participant’s workplace for application. Tools to raise the bar on service excellence are introduced and practiced for understanding and use.
Learning points:
- What it takes to “look through the lens of the customer”
- How to identify the critical elements that make up the customer experience
- Service mapping the customer’s interactions with your processes
- Applying an Everything Speaks checklist to your area
Who should attend: Any and all levels of employees
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Leadership Legacy - from Success to Significance
Successful leadership is a combination of having and communicating a clear vision, knowing the bases from which you derive your power, adapting your leadership style to the situation and confidently confronting obstacles. Significance comes from having the personal characteristics to rise beyond successful achievement and leave a lasting impact on others.
Learning points:
- How to develop a clear and compelling vision
- Identify your power bases and leadership style for appropriateness of the situation
- Learn a methodology for confronting obstacles
- Understanding the seven personal characteristics exhibited by significant leaders
Who should attend: Any and all levels of employees who are leaders in some area of influence (work, family, community)
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Develop Your Listening Skills
An important skill in delivering customer service is to be a good listener, yet it is a skill least practiced and taught. Listening, is the highest form of recognition you can give another individual, whether they be your boss, peer, employee, customer, etc. This workshop, using a profile assessment, will determine the participant’s most frequently used listening approach and how to develop this skill to improve overall communications and better relationships. It will also help participants to appreciate the value of the various listening approaches in different environments.
Learning points:
- How to develop your listening skills to improve communications and teamwork
- Understand how the different listening approaches can be used to build better relationships
- Learn to appreciate the value of various listening approaches in different environments
Who should attend: Any and all levels of employees
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Enhance Your People Skills (Understand Yourself and Others)
Trust, cooperation, teamwork, understanding and productivity are increased as individuals learn what motivates their behavior and others around them. Using a profile assessment, each participant identifies their personal behavioral style and then learns to read others’ style. Using the information, individuals can improve communication, reduce conflict, foster teamwork and build better relationships.
Learning points:
- Understand the basic personality styles
- Learn the tendencies of each style and personal insights into your own behavioral style
- How to maximize the knowledge of each style and its motivators to build better relationships with others
- Explore development opportunities within each style to improve communications and working together
- Understand influencing factors that affect our leadership abilities in both formal and informal leadership roles
Who should attend: Any and all levels of employees
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Quality Management
For departments/functions that feel they have too many errors, inefficiencies and hassles in their work processes, this program will help to pinpoint the reasons why and what it will take to improve. The foundation will be laid by first defining what Quality is, how you get it, what is the only performance standard for quality and how you measure it.
Learning points:
- Understand the internal and external customer/supplier relationship
- How to break down a process into small components to analyze
- Learn the importance of clear communication of requirements
- Identify where to begin process change or corrections
- Learn a plan of how to effectively communicate process changes to affected departments/individuals
Who should attend: Any and all levels of employees who want to better understand their current work processes and focus on continuous improvement
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Increase Sales and Build Loyal Customers
Sales are the lifeblood of most organizations. Effective selling requires you to know and understand your personal sales style. How are you most comfortable selling to others? Secondly, it is recognizing and understanding your customers’ buying styles in order to build the relationship that generates the confidence and trust to make the purchase. Finally, it is learning to adapt your sales style to your customer’s buying style. The result is a better relationship that lays the foundation for building customer loyalty and future sales. This workshop uses an assessment profile to determine each attendee’s selling style and then provides them with the opportunity to read their specific customers and determine the best sales approach.
Learning points:
- Identify and explore your most comfortable selling style
- How to identify your customers’ buying styles
- Learn how to adapt your style to the customer’s style to build trust
Who should attend: Employees who are in a sales role
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Effective Speaking and Presentations
One of the greatest fears for individuals is the fear of public speaking. Many a person with a good idea or talent to lead others, was passed by because of their inability to put their thoughts and words into a verbal communication to their work group or upper management in a public forum.
Learning points:
- How to organize and present one’s thoughts/ideas effectively
- How to deliver with confidence and credibility
- Use of visual aids
- Handling aggressive questions
- Tips to gain and maintain audience attention
Who should attend: Any and all levels of employees
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Image and Etiquette in Today’s World
What message are you sending? You reflect the organization and the ethics and values that are important to the corporate culture. This session covers greetings, clothing, posture, dining, email/voice mail, personal habits, office image, appropriate language, etc.
Learning points:
- Recognize that these things still matter in today’s more casual working environments
- Identify your brand and how to “live” it by your actions and dress
- Understand the reflections of what you do and say
Who should attend: Any and all levels of employees
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Problem Solving
Most attempts at solving problems is directed at eliminating the symptoms of the problem versus getting to the root cause. This session details a methodology to solving problems that is easy to remember and provides a common language of communication of problems within a department/organization.
Learning points:
- Discover a simple methodology to problem resolution
- Become comfortable with each step and its applicability to real-life work issues
- Identify a current work problem and explore the use of the Five Step method
Who should attend: Any and all levels of employees
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