Enhancing Communication & Leadership Skills

Program Description and Option List

Create your own unique program

Session Menu

The Art of Communicating

The Customer Report Card

The Organizational Service Chain

Challenging Conversations

Words Matter

Managing-up Millennials

Communicating in the Technology World: Communication 2.0

The Art of Communicating

60 or 90 minutes

Based on a “painter’s palette” visual model, this engaging and interactive 60 or 90-minute presentation provides an overview of six common personality styles (colors) and how best to communicate with each. This presentation goes beyond self-identification and provides the essential skills that will enable the participant to best communicate to all six-personality style (60-minutes). The additional 30-minute practice session can be included. This practice session allows the participants the opportunity to practice key communication skills, enhance understanding and improve effective communication. Customers can choose either the 60- or 90-minute program. Practice session is optional.

The Customer Report Card

60 minutes  

The Customer Report Card session reviews the concept of customer surveys and evaluations. Today more than ever, success in the workplace is decided upon by how others view and “grade” us. This presentation will present the customer/supervisor expectations and provide skills and strategies to achieving an A+.

The Service Chain

60 minutes

The Service Chain session is key to understanding and appreciating the importance and impact everyone plays in the customer experience and staff experience. Creating loyal customers and staff are essential for a business’ bottom line.  

Challenging Conversations

60 minutes

The Challenging Conversations session provides an opportunity for participants to step out of their comfort zone in a safe learning environment to practice challenging conversations. The types of conversations can be between customers or staff. Including in this program are creative communication strategies such as “listening skills”, “reframing vs deflecting”, “defusing vs escalating”, “communicating with body language”, and lastly, “the way you see it, I see it and the way it really is.”  All participants will have an opportunity to practice each of these simple strategies to add to their communication toolbox. This practice pearl in action can turn a challenging situation around in seconds.

 

 

 

Words Matter

60 minutes

The Words Matter session reviews the importance and power behind the words we choose to use in communicating with others. Simple statements such as, “I need you to do… or the policy states” can immediately create a defensive atmosphere that will impede communication rather that support it. Within this presentation is a section called, “am I dancing or wrestling” which is a communication strategy that can be implemented immediately within each conversation every day. The “Words the Matter” session also contains important information about our body language. Dr. Hughes refers to body language as the powerful unspoken word. Tips and tools to improving body language to support the words we use, makes this a critical session to consider as you build your unique program.

Managing-up Millennials

30 minutes

Is the majority of your workforce made up of millennials (born between 1981-1996)? If so, you may want to consider adding this session to your program. The millennial generation have unique characteristics that must be considered when assigning work responsibilities, expectations, training, and budget planning. This session provides pearls of wisdom on how best to communicate with the millennial generation so your business can minimize effort to maximize outcomes.

Communicating in the Technology World: Communication 2.0

30 minutes

Is the majority of your business communication done via email or text? If the answer is yes, “Communicating in the Technology World: Communication 2.0” is a must for your unique program. This 30-minute session includes tips to improving communication using technology. Referred to as, “toneless communication” Dr. Hughes discusses five easy tips to improving communication and relationships for your staff and clients.

4-Hour Workshop Agenda Outline

8:00am -8:15am Registration and Welcome

8:15am -9:45am The Art of Communicating

9:45am -10:00am Break

10:00am-11:00am Choice of Session(s)

11:00am-12:00am Choice of Session(s)

8-Hour Workshop Agenda Outline

8:00am -8:15am Registration and Welcome

8:15am -9:45am The Art of Communicating

9:45am -10:00am Break

10:00am-11:00am Choice of Session(s)

11:00am-12:00am Choice of Session(s)

12:00am-12:45pm Lunch

12:45pm-1:45pm Choice of Session(s)

1:45pm-2:00pm Break

2:00pm-3:00pm Choice of Session(s)

3:00pm-3:45pm Choice of Session(s)

3:45pm-4:00pm Summation, closing remarks, evaluations

Creative Teamwork Services LLC

Enhancing Communication and Leadership Skills

Program Schedule