Workshop & Workshop & Course Catalog Course Catalog: Affinity Consulting & Training Affinity Consulting & Training

Affinity Consulting & Training
Workshop &
Course Catalog
2008 /09
• Leadership & Management Development

• Team Development
• Change Management & Communication
• Sales & Customer Relationship Management

An authorized Inscape Publishing Distributor
Suite 105, 215 Blackburn Drive East, Edmonton, Alberta T6W 1B9
Phone: 1-877-432-8182; Local 780-432-8182
•Leadership & Management
development
•Team development
•Change Management &
Communication
•Sales & Customer
Relationship Management
Leadership & Management

• Lead People…Manage Things 4
• Building Greater Self-Awareness 5
• Maximizing Your Strengths as a Manager 6
• Recognizing & Removing Barriers to Performance 7
• Getting The Most From Your Key Contributors 8
Catalog of Offerings
• Managing Conflict & Resistance 9

Team & Personal Development
• Capitalizing on Team Talents™ 10
• Collaborative Skills for Teams 11
• The Time of Your Life: Time Mastery 12
• Improving Individual and Team Motivation 13
• Improving Individual and Team Effectiveness 14
• Reducing Team Conflict 15
• Team Effectiveness Series 16
Change Management & Communication
• Building Bridges to Understanding 17
• Coping Effectively with Stress 18
• Improving Communication 19
• Influencing with Integrity 20
• Improving Your Listening Skills 21
• Communication Effectiveness Series 22
• Adventures in Attitudes 23
Sales & Customer Relationship Management
• Building a Consultative Sales Relationship 27
• Being Responsive to Customer Differences 28
• Power Talk! For Telephone Professionals 29
For Trainers, Facilitators, Coaches & Consultants…
You Can Customize and Deliver This Training…And Include Your Own Branding! 30
Our Workshops are delivered in-house or onsite by our experienced facilitators.

Call 1-877-432-8182 (local 780-432-8182) for information, facilitator availability and pricing. 2
To purchase training supplies visit our online store at www.Training-Store.com
development
•Team development
Communication
•Sales & Customer
A Message From The Founders…

November 2008
Dear Colleague,
We know how difficult it can be to manage effectively in today‟s demanding
organizational climate. Unrelenting global forces are making the roles of leader, manager
and team member complex and at times confusing and chaotic. Never before has there
been a need for training and development that addresses these forces.
That‟s why, at Affinity Consulting & Training, we provide a range of options for busy
managers and team members to tap into. Our workshops and courses are designed to be
short and impactful. Most of our offerings are available in half-day and one day formats,
and also available in a „series‟ format, i.e. they can be mixed and matched to help you
develop a full curriculum on a given topic. This flexible approach puts you in full control
of your training and development programs.
If you wish to supply your own trainers with the skills, knowledge and tools that we use
in our workshops, we also offer Facilitator Kits, Assessments (such as DiSC), DVDs,
PowerPoint presentations and Participant Workbooks, many of which can be easily
customized by you, at a very affordable price point. Go to our store at www.training-
store.com for more information, samples and to purchase these materials online.
We wish you the very best in your training and development efforts.
Sincerest regards,
Brian Ward and Judy Worrell

Founders and Principals
Phone: 1-877-432-8182 (Local in Edmonton, Alberta: 780-432-8182)

development
•Team development
Communication
•Sales & Customer
Lead People…Manage Things

Description:
Workshop Description
Discover The Five Key Facets of High Performance Leadership in this engaging workshop.
Participants learn what works, and what doesn‟t, in leadership. This workshop will provide
you with a workable model for developing your leadership skills.
Duration
Half-day, Full Day and Three Day versions available.
Audience
We like to say that „Leadership is a decision, not a position‟ – which means this workshop is
suitable for anyone who has decided to take the lead in pursuing an idea or vision for
themselves and others. It is also suitable for those contemplating such a decision. This
includes formal and informal leaders, and people called upon to provide occasional
leadership, such as project leaders.
Topics covered
The FACET Leadership Model™, which is used in this workshop, helps participants find
their own answers to critical questions in the five key facets of high performance leadership:
Focus "Brian Ward issues a challenge to readers

who desire to be great leaders – honestly
Authenticity answer Brian's five critical questions and
Courage you'll learn a whole lot about yourself and
Empathy your leadership focus“
- Sandi L. Humphrey, CAE,
Timing
Editor, Association Magazine
Other Details
This workshop includes the use of a behavioral profile, which provides participants with
guidance in creating greater self-awareness., viewed by many leadership experts as one of the
keys to becoming a successful leader The three day version includes additional assessments
covering effective listening and time management.

development
•Team development
Communication
•Sales & Customer
Building Greater Self-

Self-Awareness
Description:
Imagine getting ready in the morning without ever looking in the mirror. You may have one
vision of your appearance in your head, but there‟s no telling what you actually look like. The
same goes for our behavior. In our heads, we have an image of how our behaviors come
across to others, but none of us has the complete picture. And so there are times when we
unknowingly repeat the same behavior over and over, even though it‟s completely ineffective
with those around us. In many cases, we just don‟t realize what‟s going on.
This workshop is designed to provide a framework that leaders and team members can use as
their behavioral mirror. The program explores the different filters that people use to
interpret others‟ behavior and helps participants use feedback to build a concrete action plan
for stronger relationships.
Duration
Half-Day
Topics covered
This program is designed to help participants:
• Learn more about their personal styles through the DiSC framework
• Appreciate the different ways in which their behavior can be interpreted by others
• Get specific, safe feedback about their behaviors from others
• Identify interpersonal behaviors that they would like to change
• Develop strategies to build more effective relationships
Alternative Delivery Options:

Purchase this program and run it yourself – no certification or train the trainer
required. Click here for more information

development
•Team development
Communication
•Sales & Customer
Maximizing Your Strengths as a Manager

Description:
Managers have an influence over other people. Their strengths can be a terrific benefit for
the people who work for them. And of course, their limitations can trickle down to create
frustration, confusion, or even paralysis for those they lead. Because they have this effect on
others, managers have a responsibility to know themselves.
Through DiSC, this workshop gives managers a safe, fun way to understand and organize
the strengths and challenges they bring to the table. They gain a greater appreciation for the
impact that their behavior has on others, and they discover how their personal style is read
and filtered by different co-workers. As a result, participants learn to maximize their
strengths, making both themselves and the people they manage more effective in the process.
Duration
Full Day
Workshop Objectives
• Understand the strengths and challenges of their DiSC style
• Recognize their conflict behavior and its effect on others
• Appreciate all the different ways in which their behavior can be interpreted
• Get feedback on their personal interaction style


development
•Team development
Communication
•Sales & Customer
Recognizing & Removing Barriers to Performance

Description:
Great managers can read people. They know that employees have different skills, different
concerns, and different levels of motivation. Further, they know that if they ignore these
needs, there is a greater chance that their employees will waste their energy moving in the
wrong direction, get frustrated with a lack of success, or just disengage from a project or a
team. Consequently, they‟ve learned to adjust their management style to the employee‟s style
and the needs of the situation. This workshop is designed to help managers recognize their
employee‟s needs and remove barriers to performance.
Duration
Full Day
Workshop Objectives
• Read the DiSC style and developmental needs of different employees
• Understand the goals and fears of their employees
• Adapt their management approach to match the ability level and motivation of
their employees
• Recognize and reduce their employees‟ opposition and resistance
• Develop employees that are more energized, efficient, and committed


development
•Team development
Communication
•Sales & Customer
Getting The Most From Your Key Contributors

Description:
Even the best performers get stagnated from time to time. But before managers can help
them out of their rut, they need to understand the situation and why the person is having
difficulty. Sometimes they don‟t have the skills or know-how. This program helps managers
use DiSC to read the situational needs of their key contributors and adjust their management
style accordingly. They‟ll learn some fundamental strategies for reading the willingness and
ability of the people they manage as well as the approaches that are most effective in each
situation.
Duration
Half Day
Workshop Objectives
This program is designed to help managers:
• Use the DiSC model to gauge the needs of their key contributors
• Identify the obstacles that are holding back better performance
• Understand when employees are unwilling or unable to perform a given task
• Find ways to help people become more efficient and satisfied in their work


development
•Team development
Communication
•Sales & Customer
Managing Conflict & Resistance

Description:
Working with so-called difficult employees can be one of a manager's biggest headaches.
People oftentimes come across as difficult because they handle conflict differently than we
do. In fact, others‟ approaches to conflict can often seem counterproductive, confusing, or
even bizarre. This course provides managers with a simple, direct way to understand the
different fears that drive much of the conflict and resistance they see.
Through DiSC®, managers learn their style of handling conflict and understand how that
style might differ from their employees' methods. They also take time to recognize how
quickly employees' fears can disengage them from a team or project. Participants learn how
and why different people become threatened and discover skills for relating more effectively
with people of all styles.
Duration
Full Day
Workshop Objectives:
• Understand the impact that their conflict style has on other people
• Recognize how their employees handle conflict differently than they do
• Use DiSC to recognize the fears and goals of their employees
• Identify and reduce the opposition and resistance of their employees
• Explore ways to improve their communication with each style


development
•Team development
Communication
•Sales & Customer
Individual and Team Development
Talents™
Capitalizing on Team Talents™
Description
Have you ever worked on a team where everyone is doing what they enjoy and making the
very best use of their talents? A team where people just seem to “get” each other, projects
make real progress and everyone is glad to be on the team? The goal of this program is to
help you create this kind of engaged, high-functioning team.
Workshop Objectives
In this workshop participants will:
 Uncover each person‟s talents
 Explore areas of discomfort and stress
 Discover how to capitalize on strengths
Duration
Full-day
Other Details
Each participant completes an online profile prior to the workshop and receives a
personalized workbook with their profile report integrated into it.
The workshop materials can be purchased separately if you wish to use your own trainers to
deliver this workshop, or if you are an independent consultant, trainer or coach who wishes
to provide this training to your clients. No certification or train-the-trainer is required.
Please visit our online store at www.training-store.com for more information on this
program, to download sample materials , view DVD clips and to purchase online.

development
•Team development
Communication
•Sales & Customer
Collaborative Skills for Teams

Description
More than likely, we‟ve all had to work with people who were quite different
than us. Sometimes it‟s frustrating. But have you ever worked on a team where…
• People have learned to embrace their differences?

• Conflict and miscommunication are reduced?
• Meetings have a purpose and time is managed efficiently?
The goal of this program is to reconcile the inherent differences of team

members to help you create an engaged, collaborative team.
Workshop Objectives
 Discover differing priorities among team members
 Explore causes of miscommunication and conflict
 Understand how we manage time, meetings and projects
 Create an action plan for better collaboration
Duration
Full-day
Other Details
Each participant completes an online profile prior to the workshop and receives a
personalized workbook with their profile report integrated into it.

development
•Team development
Communication
•Sales & Customer
The Time of Your Life

Time Mastery for Individuals and Teams
Description
We all face a daily dilemma: too much to do and not enough time to do it. Time
management concerns how we resolve that dilemma. Time is the limiting factor, not
activities. We must make tough choices about what to do and what not to do.
In order to change our habits, we must identify them. That‟s what this time mastery
workshop is all about.
Workshop Objectives
 Discover their strengths across 12 dimensions of time management
 Compare their strengths against job/role requirements
 Measure the gap between strengths and job/role requirements
 Develop an Action Plan for resolving the gap
Other Details

development
•Team development
Communication
•Sales & Customer
Improving Individual & Team Motivation

Description:
Everybody on a team is motivated. They‟re just motivated by different things and,
sometimes, toward different things. The team can be more effective and engaged when each
member knows how to get what he or she needs out of the process. This workshop helps
participants pinpoint the things that drive their success on a team.
Through the DiSC model, participants learn to appreciate the role that their environment
has on their motivation. Team members discover how to capitalize on their particular
motivators in a way that makes the entire team more energized, dynamic, and successful.
Duration
Half Day
• Learn the foundations of the DiSC model and the implications of their styles
• Appreciate that their teammates have different motivational needs
• Recognize the work environments that are particularly motivating for them
• Find ways to modify their team environment in a way that enhances motivation
• Become more energized and involved in their team
Other Details

development
•Team development
Communication
•Sales & Customer
Improving Individual and Team Effectiveness

Description:
Think of the first team you were on.You probably quickly discovered that each person had a
unique way of doing things. Sometimes team differences are easily accepted and laughed
about, and may even complement each other. But too frequently teams find that those
differences can also cause confusion, stagnation, or frustration. Only when people have a
framework to make sense of their differences can they learn what to expect from others and
the best way to get what the team needs.
This workshop uses the DiSC framework to address three of the most common challenges
that teams face: motivation, conflict, and communication. Participants learn simple, intuitive
ways to make lasting improvements in a team‟s effectiveness.
Duration
Full Day
• Appreciate the diverse needs and preferences of each DiSC style
• Recognize and capitalize on the personal motivators that drive them
• Understand their own conflict style and the impact that it has on others
• Recognize inappropriate or unproductive communication
• Develop the skill to adapt to the diverse styles of their teammates
• Enhance team motivation, conflict resolution, and communication
Other Details

development
•Team development
Communication
•Sales & Customer
Reducing Team Conflict

Description:
Few of us like conflict. So why is it so pervasive, so enduring, and so difficult to resolve? One
of the primary reasons is that we all have a natural instinct to see just one side of an issue:
our own. Can this instinct be reshaped? Twenty-five years of DiSC training shows that it can.
This is a simple but powerful program that helps individuals and groups develop the
understanding and empathy to work through tough interpersonal conflicts.
This workshop is designed to spark a lasting change that speaks to not only the individual,
but also to the group. It builds fundamental skills that are crucial for effective teamwork and
collaboration.
Duration
Full Day
• Understand the four DiSC styles and appreciate the diverse values among co-
workers
• Appreciate each other‟s unique strengths and accept each other‟s limitations
• Build empathy and compassion for the needs and struggles of their co-workers
• Understand how others see them and get feedback on their behavior
• Recognize their unique way of handling conflict and understand the impact of their
behavior
• Use their new learning to develop strategies for working through conflict
Other Details
development
•Team development
Communication
•Sales & Customer
Team Effectiveness Series

Description:
Teams rely on both individual and group talent. The individual members need to know how
to let their strengths shine, while the group needs to know how to work as a unit.
This series is designed to advance both of these goals in three easy, half-day sessions. The first
session uses DiSC to lay the foundation for personal and team awareness. The second session
explores the strengths that each member brings to the team and ways to get the most out of
those strengths. In the third session, participants gain interpersonal feedback, insight, and
skills that will sharpen the team‟s harmony and effectiveness.
Duration
Three Half-Day sessions
• Reduce the confusion and complexity of understanding their teammates
• Understand the unique strengths and challenges that they bring to the team
• Find ways to maximize their strengths and motivation in their environment
• Use interpersonal feedback to improve their team performance
• Learn how to adapt their behavior and become more effective with each team
member
Other Details

development
•Team development
Communication
•Sales & Customer
Change Management & Communications
Building Bridges to Understanding

Discovering the Power of Diversity
Description:
Businesses and corporations, both large and small, seek employees who have knowledge,
practical skills, and a professional commitment to work effectively with peers, subordinates,
and supervisors. Shifting demographics have changed the face of business, and as a result, we
must respond. Changes in employment practices require the rapid adjustment of employers
and employees. Given the reality of individual uniqueness in the workplace, this workshop is
designed to allow participants to assess the perceptions, values, and behaviors we embrace in
work groups and individual work settings.
Duration
Half-Day or Full Day
• Identify their opinions and feelings about workforce diversity
• Increase awareness of individual, ethnic, and cultural differences
• Identify potential areas of conflict
• Gain insights into achieving positive resolution of differences
Other Details

development
•Team development
Communication
•Sales & Customer
Coping Effectively With Stress

Description
Today's workplace demands high performance of its employees, but that no longer means
putting work ahead of everything else. Organizations formerly disregarded the need to
balance life outside of work and accepted the fact that productivity suffered as a result.
Today's more dynamic, team-oriented organizations require flexible, creative, sustainable
performance, the kind that comes with people who know how to balance the urgent
demands of work life and personal life without sacrificing either.
Discover the Power of Relationships

Other stress management approaches focus primarily on using personal coping resources such
as exercise, nutrition, and building self-esteem to deal with stress. The Coping Effectively
With Stress Workshop focuses on relationship coping resources as the most effective and
consistent response to stressors identified in all four life areas.
Improve Performance and Increase Satisfaction

The Coping Effectively With Stress Workshop helps people in organizations:
• Discover stress issues in each life area and capitalize on coping strengths to manage
stress
• Earn to minimize or eliminate common daily stressors
• Identify areas for coping skills improvement
• Develop flexibility in responding to change
• Communicate more effectively to improve problem-solving
• Build mutually supportive relationships
Duration
Half-Day

development
•Team development
Communication
•Sales & Customer
Improving Communication
Description
Communication is more than talking and listening. Genuine communication requires a deep
understanding of another person‟s perspective. But when you take into consideration all of
our biases, behavioral idiosyncrasies, unspoken emotions, personal agendas, and unshared
assumptions, this can seem almost impossible. This program shows participants how to read
other people and see how others interpret their behaviors. It leaves them with a gut-level
appreciation for the needs of their co-workers. Ultimately, the program helps participants
adapt their communication styles in a way that creates an enduring working alliance among
group members.
Duration
Full Day
Workshop Objectives
• Understand the DiSC model of human nature and develop an appreciation for
personal differences
• Get feedback to see the different ways that their behaviors are interpreted by their
co-workers
• Read about their co-workers‟ DiSC styles and learn how to anticipate their unique
differences
• Gain an empathic understanding for why their co-workers act the way they do
• Recognize the types of communication that are effective and ineffective with each
style
• Develop specific communication strategies that build a culture of alliance and
collaboration


development
•Team development
Communication
•Sales & Customer
Influencing Others
Description
How many times has someone gotten upset with you because they misunderstood your
intentions? How many times have people misread your tone, your mood, or your approach?
Was there a small change that you could have made that would have prevented all the
confusion? Too often, that insight comes a little too late, and when it does you lose the
power to influence others.
This workshop is designed to help participants grasp that insight before misunderstandings
occur., not after. Participants learn to see the characteristics of each DiSC style and
understand their unique preferences. But most important, they recognize how behavior is
likely to be misread and learn how to adjust their communication to meet the needs and
styles of those around them, and by so doing increase their power of influence.
Duration
Full-Day
Workshop Objectives
• Understand themselves and others through the DiSC model
• Appreciate the communication preferences of different people
• Recognize when their behaviors are inappropriate or likely to be misunderstood
• Build strategies to adapt their behaviors for more effective communication
• Increase their power to influence others and still maintain their integrity


development
•Team development
Communication
•Sales & Customer
Improving Your Listening Skills

Description
Effective communication depends on the clarity, speech style, and tone conveyed by the
person sending the message, as well as the ability of the listener to attend to the message. But
listening effectively is more than just hearing. Listening is the ability to receive and interpret
verbal messages and other cues, like body language, in order to respond in ways that are
appropriate to the purpose.
This workshop is designed to help participants identify their preferred Listening Approach,
or attitude. Participants also develop an appreciation for other Listening Approaches that
may be more effective in different environments or situations for communication purposes.
Duration
Full Day
Workshop Objectives
• Explore role of listening in communication
• Learn about five approaches to listening
• Discover their own approach, strengths and challenges
• Practice using approaches in appropriate situations
• Create action plans to apply their new skills
Other Details

development
•Team development
Communication
•Sales & Customer
Communication Effectiveness Series

Description
Communication is a fundamental skill. Most of us can do it well enough to get by, but we
could all probably use some improvement. Unfortunately, communication is often regarded
as such a basic skill that we take it for granted. We rarely take time to sharpen our abilities.
This course contains a series of short sessions to do just that. The first session introduces
participants to the foundations of DiSC and helps them to create greater self awareness. The
second session applies this new knowledge to the area of conflict, and it helps participants
discover simple ways to communicate more effectively. The final session helps participants
use this new information to avoid misunderstandings and build stronger relationships.
Duration
Three Half Days
Workshop Objectives
• Understand the implications of their DiSC styles on communication
• Build empathy for the conflict styles of their co-workers
• Learn how to handle conflict more effectively and appropriately
• Recognize when they communicating inappropriately or ineffectively
• Gain appreciation for how others read their behaviors
• Use feedback from their co-workers to enhance their communication skills
Other Details

development
•Team development
Communication
•Sales & Customer
Attitudes
Adventures in Attitudes
A Guided Program for Achieving Personal and Professional Growth
Description:
Adventures in Attitudes is a program like no other. Delivered in ten half-day sessions, or as
one continuous three and a half-day session, this is a strategic program designed to help
people understand that how they perceive and respond to events is their choice. This
awareness is the first step in changing negative attitudes to positive ones. Over four million
people worldwide have taken this program, and many describe it as life altering. People of
different cultures, occupations, and ages have journeyed together through the experience and
become more aware of the significance of attitudes.
Adventures in Attitudes deals with the “whole person” rather than sets of skills or
compartments of knowledge. It is designed to prove to each participant that people truly are
dynamic.
Here‟s a sample of what participants have said about this program:
“This is a program that will change your life and make you a better person both on the job and
at home”
Donald Jay Brinton, Supervisor-Training, AT&T
“One of the most exciting workshops I‟ve attended. An opportunity to look at diverse avenues of
attitudes affecting the total person”
Robert E. Davies, Training Coordinator, Community Renewal Team, Hartford, CN
“This is an outstanding program of self-discovery which has given new direction to my life both
personally and in my work situation”
John C. Hummel, Director of Biomedical Services, City of Hope Medical Center
Duration
Ten Half-Day sessions or one continuous Three and a Half Days
Continued…

development
•Team development
Communication
•Sales & Customer
Attitudes …continued
Workshop Objectives
This workshop is delivered over ten modules, as follows:
Unit 1: Effective Listening

In this unit participants:
• Learn how to assess listening and communication abilities, and
• Use communication tips to increase understanding of content
Unit 2: Developing Communication Skills

• Test their abilities to listen for content, long-term context, directions and feelings
• Discover ways that both participants in a conversation can improve their communications
skills
• Determine the impact of attitude on our communications
Unit 3: Attitude Awareness

• Evaluate their inner selves
• Look at their limitations and strengths
• Identify the power of their thoughts
• Use affirmations to release the power of their minds
• Recognize the power of positive and negative attitudes
Unit 4: Dealing With Emotions

• Develop self-confidence
• Develop flexibility
• Share and communicate emotions
• Develop techniques for handling emotions
• Understand themselves
Continued…

development
•Team development
Communication
•Sales & Customer
Unit 5: Understanding People

• Develop an understanding of others
• Recognize how we treat others
• Show empathy for others
Unit 6: Attitudes of Personal Empowerment

• Develop skills and tactics to get along with others
• Identify ways to meet personal needs
• Improve interpersonal relationships by focusing on positive characteristics
Unit 7: Creative Problem Solving

• Improve interpersonal relationships by focusing on positive characteristics
• Identify a formula for solving problems
• Develop creative strategies in problem-solving
Unit 8: Team-Building Strategies

• Assess their personality characteristics
• Identify ways in which we communicate and mask our personality
• Identify team values, and create a logo based on those values
• Identify team decision-making techniques
• Understand our roles in a team decision-making process
• Develop strategies to handle problems with others
Continued…

development
•Team development
Communication
•Sales & Customer
Unit 9: Motivational Power

• Assess their attitude and motivation characteristics
• Define five mental steps to acquire patterns of thinking, leading to success
Unit 10: Reaching Your Potential

• Understand that our expectations determine our thoughts
• Determine a purpose in life
• Create a personal vision and mission
• Set short-term and long-term goals
• Develop affirmations and self-images to reinforce those goals
PLEASE NOTE: This is a highly interactive, integrated program. Participants move through
high-involvement projects that are critical to increasing self-awareness, changing attitudes,
and improving relationships for greater personal and professional success. It‟s success over
many years owes itself to the research that underlies it, and the sequencing of the ten
units…each unit builds on the previous one.
The best approach is to invite participants to participate in this program – making it

mandatory is not advised.
Other Details

development
•Team development
Communication
•Sales & Customer
Building a Consultative Sales Relationship

Description
The most effective sales people don‟t use a one-size-fits-all approach to selling. They know
how to read the unique needs of each customer and relate to those needs. It‟s a highly-
developed skill, but it can be taught. In this workshop, DiSC takes the dizzying diversity of
client needs, goals, and preferences and puts them into a simple framework that makes sense
to almost any salesperson. Participants learn how DiSC can help them adjust the sales process
to acknowledge important preferences and values of their customers. The result is strong,
lasting consultative relationships with customers of all styles.
Duration
Full Day
Workshop Objectives
• Appreciate the diversity of their customers‟ needs and motivations
• Understand the need to adapt their sales strategy to meet the needs of their clients
• Read the DiSC styles and buying needs of their customers
• Create natural and influential relationships with their customers
Other Details

development
•Team development
Communication
•Sales & Customer
Being Responsive to Customer Differences

Description
It‟s easy to forget how much diversity there is among our customers. We get wrapped up in
our own way of seeing things and rely too much on a single well-worn sales approach.
This workshop reminds salespeople how different customers truly are. It explains the DiSC
model of human nature and helps people appreciate the the distinct differences of each style.
Participants learn to read the buying needs of different people and adjust the sales process
accordingly. They gain insight into why certain customers are difficult for them, and they
practice better ways to respond in those situations.
Duration
Half-Day
Workshop Objectives
• Learn the DiSC model of human nature and its implications for their sales success
• Appreciate the need to tailor their sales style to the preferences of their customers
• Learn which strategies are most effective with different types of customers
• Understand how to adapt their sales strategies instinctively
• Develop more effective relationships with their customers
Other Details

development
•Team development
Communication
•Sales & Customer
Power Talk! for Telephone Professionals

Building Better Rapport on the Telephone
Description
If your main exposure to customers or potential customers is on the telephone, then you
know how difficult it can be to try to understand them…their goals, fears and motivations.
Trying to deal with the specifics of the call is challenging enough. But when you have to deal
with a wide range of emotions and personalities, then your job as a telephone professional
can be tougher than it first appears. The most effective telephone professionals take the time
to understand not just what the person at the other end of the line wants, but also how they
want to be treated.
DiSC Dimensions of Behavior allows telephone professionals, including Customer Service
Reps (CSRs) to „read‟ their customer or prospect. With this information they can then
determine the best approach to use based on personality…theirs and the customers, and
achieve better rapport and understanding.
Duration
Full Day
Workshop Objectives
In this workshop, designed specifically for telephone professionals, participants will:
• Learn the DiSC model of human nature and its implications for their success as a
telephone professional,
• Appreciate the need to tailor their conversational style to the preferences of their
telephone customers/prospects
• Learn which conversational strategies are most effective with different types of
telephone customers/prospects
• How to quickly apply the DiSC process on the telephone.
Other Details
This workshop uses the online or paper format
DiSC Classic 2.o profile, the DiSC Talk! Action Planner
and the DiSC® Talk! Key to DiSC Dimensions of Behavior, which is
an easy-to-use reference card that leads telephone professionals
quickly through the DiSC process on the telephone.
development
•Team development
Communication
•Sales & Customer
For Internal and External Trainers, Facilitators, Coaches and

Consultants: You Can Customize and Deliver This Training -- and
Include Your Own Branding!
Workshop Options
Most off-the-shelf training programs involve high priced annual licensing and mandatory
facilitator training/certification. And if you want to customize the materials, then you are hit
with a large 'consulting' fee, which for many training budgets is simply not manageable. As
experienced internal trainers and facilitators ourselves, we understand the pressure that this
puts you under.
To answer the need for less restrictive licensing, more flexibility and better value, we have
sourced tools and programs that address this reality.
What if you could obtain proven, world class training programs that:
• Provide presentation materials in DIGITAL format for you to customize to your heart's
content
• Allow you to customize and print the Participant Handouts and Workbooks yourself
• Have no licensing fees attached
• Include top quality DVD assets
• Do not require Train the Trainer or certification, yet provide it as an option
• Are supported by valid and reliable online self-assessment instruments (such as DiSC) that
stimulate participants and create motivated learners...and you can brand them with your logo
and company contact information
• Provide ongoing FREE support, including an exclusive members only website where new
training ideas, tips, best practices and resources are shared
If this is what you are looking for, then we can help.
Training-Store.com can provide you with world class

Assessments and Training Programs that will strengthen
your leadership, management and staff development programs,
and which won't break your learning and development budget.
For more information call us today at the numbers below to discuss your needs, or visit our
Online Training Store.

Workshop & Workshop & Course Catalog Course Catalog: Affinity Consulting & Training Affinity Consulting & Training

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Workshop & Workshop & Course Catalog Course Catalog: Affinity Consulting & Training Affinity Consulting & Training

Uploaded by

Copyright:

Available Formats

Affinity Consulting & Training

• Leadership & Management Development

Affinity Consulting & Training

Leadership & Management

• Managing Conflict & Resistance 9

Our Workshops are delivered in-house or onsite by our experienced facilitators.

A Message From The Founders…

Brian Ward and Judy Worrell

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Leadership & Management

Lead People…Manage Things

Focus "Brian Ward issues a challenge to readers

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Leadership & Management

Building Greater Self-

Alternative Delivery Options:

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Leadership & Management

Maximizing Your Strengths as a Manager

Alternative Delivery Options:

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Leadership & Management

Recognizing & Removing Barriers to Performance

Alternative Delivery Options:

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Leadership & Management

Getting The Most From Your Key Contributors

Alternative Delivery Options:

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Leadership & Management

Managing Conflict & Resistance

Alternative Delivery Options:

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Individual and Team Development

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Individual and Team Development

Collaborative Skills for Teams

• People have learned to embrace their differences?

The goal of this program is to reconcile the inherent differences of team

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Individual and Team Development

The Time of Your Life

Time Mastery for Individuals and Teams

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Individual and Team Development

Improving Individual & Team Motivation

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Individual and Team Development

Improving Individual and Team Effectiveness

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Individual and Team Development

Reducing Team Conflict

Individual and Team Development

Team Effectiveness Series

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Change Management & Communications

Building Bridges to Understanding

Discovering the Power of Diversity

Our Workshops are delivered in-house or onsite by our experienced facilitators.

Change Management & Communications

Coping Effectively With Stress

Discover the Power of Relationships

Improve Performance and Increase Satisfaction