| | Live Webinars with Presenter Pete Tosh Cost only $49 each Webinar
Join us tomorrow for Transitioning from a Traditional Manager to a Strategic Leader Date - Friday, August 14, 2020 - Time - 11:00 AM – 12:00 PM EDT Presenter Pete Tosh
Overview: In today's competitive business environment senior leaders consistently say they have too few strategic leaders but plenty of operational managers.
Both research and the priority senior leaders place on strategic leadership practices reinforce the importance of enhancing this mindset and these skills. The great news is that there are practical initiatives that work in developing strategic leadership skills - with significant payback to both the organization and the leaders themselves. And multiple studies have determined that leaders who think and act strategically are viewed as the most effective.
However, functioning strategically is a challenge for leaders today due to:
- the complexity of today's business issues and the speed at which those issues change
- everyone expecting instant results pulling leaders into reactionary fire fighting
- and leaders being given tasks with a short-term focus and rewards tied to accomplishing those tasks - in essence, encouraging leaders to not be strategic.
However, this reactionary culture carries a huge downside for organizations - not to mention leaders' careers. Read more>>
Date - Friday, August 14, 2020 Time - 11:00 AM – 12:00 PM EDT
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Join us next week for Effectively Leading a Customer Service Team
Date - Thursday, August 20, 2020 - Time - 11:00 AM – 12:00 PM EDT Presenter Pete Tosh
Overview: Successful businesses appreciate the numerous competitive advantages resulting from understanding then enhancing their customers’ experiences. Customer dissatisfaction with any interaction can result in lost sales, higher customer churn, increased operating costs and negative comments easily spread via social media.
Topics to be Discussed:
- The payback to you, your team, and the organization for investing in improved customer satisfaction and loyalty
- Every organization’s service objective and its many challenges in achieving that objective
- Designing the value and experiences you want to provide your customers
- Describing your ideal customer relationship
- Delivering positive customer experiences while building relationships
- Mapping your customer’s experiences from products and services to positive emotions
- The significance of employee behavior on service delivery – the ‘Service Profit Chain’ from employees as experience creators to loyal customers
- Utilizing proven leadership techniques to orient employee behavior toward the customer
- Recovering from mistakes and addressing upset customers
- Four differentiating characteristics of effective service leaders
Date - Thursday, August 20, 2020 Time - 11:00 AM – 12:00 PM EDT
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| | Pete Tosh is Founder of The Focus Group, a management consulting firm that assists organizations in sustaining their profitable growth through the management of four core disciplines:
- Maximizing Leadership Effectiveness - Strategic Planning - Enhancing Customer Loyalty - Implementing Strategic HR Management Initiatives
These strategically focused consulting and training services have been provided to manufacturing and service organizations across the U.S., Canada, Europe, and the Middle East. Pete has worked closely with the senior management of organizations such as Exxon, Brink’s, EMC, State Farm Insurance, Marriott, N.C.I., Freddie Mac, and YKK |
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