Since 1994 I have had the privlege to train and coach thousands of talented people whether they be CEO’s or Frontline team members,. However, it is those in middle management who ignite my passion in developing their potential as leaders to those who were once their peers. This is not always an easy task for many duty managers / supervisors / team leaders as it requires confidence in one-self to move from being a worker to one who leads. Many become typically involved in a downward spiral of “doing” and not delegating or overseeing.

My 3 day program which has been successfully conducted at multiple venues, looks at their personal skills in dealing with frontline team members, senior management and guests. It allows them the opportunity to commence to discover their true potential and start and/or continue on as the leader they really want to be. Focusing on their self-image; mastering their emotions and releasing their full potential, benefiting not only themselves but importantly the venue.

The over-riding objective of their role is to make every team member more valuable and productive and by incorporating my methodology it provides leaders with an understanding of how their leadership style impacts on their environment, team members and job performance.

As an accredited trainer and assessor I write and present the VIP Leadership program in a consultative manner with venue management to include their vision and objectives.

Visiting “your” business can be like visiting a favourite friend where you feel comfortable, at ease and welcome as a special client or it can be just another visit to yet another commercial business. This workshop trains your team how to handle all aspects of providing excellent customer service from welcoming and dealing with enquiries, handling complaints, promoting and communicating effectively the range and benefits of your services/products, personal grooming and the overall business image.

The 21st Century customer is: Fickle, Complains and is Informed.
It’s all about the “experience”, customers want the “WOW” factor and for you to exceed their expectations every time. These workshops show you the “HOW” and the “WHY”.

Every day hundreds of people experience your business via the telephone. That experience translates into positive or negative customer service. Being put on hold, given confusing information or dealt with in an offhand manner will affect your relationship with your customers. This workshop trains your team the importance of making every telephone contact a positive experience. If you have a Customer Service team taking calls they maybe experiencing a stressful environment, this workshop shows your team how to be professional and productive in this environment.

Standing at the end of the Board table you look from one face to another as they sit looking back at you with their pens poised to make notes as you present your paper to your peers, senior managers and perhaps the Board. You have checked the slides and your notes and as you draw breath to begin someone walks in late and while you wait for them to say their hellos and take a seat you bump the table that the projector sits on and the screen goes blank. As you fiddle with all the connections the screen lights up and you point the remote clicking furiously but it doesn’t respond…. the batteries are flat.

To fill the awkward silence the coughing and murmurings begin. Your hands begin to sweat, you can feel the bead of perspiration down your back and your heartbeat is so loud it is pounding in your ears as your breath becomes short, you can feel the nerves taking over your body. You stand there apologising and then finally it all works and you speed read the slides and right at the end you remember that you hadn’t passed out the handouts. As you take a seat and remember the most important point, you try to stand and say it but are hushed by the Chairperson as they have moved onto the next presentation.

Has this ever happened to you or do you believe that’s what would happen when you are asked to present?

Statistics show that many people fear Public Speaking more than death and for those who are not prepared I would agree, however, if you plan and practice you will be poised and present in confidence.