The following courses are additional training modules developed at the request of different companies and individuals. They cover topics like Customer Service, Time Management, Goal setting, Self-Motivation, and Public Speaking. These modules can be combined with any of the sales training modules to form a totally unique and customized training for your company. Bob is certified in Neuro-Linguistic Programming (NLP) and combines NLP techniques and concepts in many of his courses.
These courses are adaptable and can be used for individual one-on-one coaching.
LTC supports classroom, virtual, hybrid and other training delivery options. Learn more here.
Contact LTC at 207-415-3906 to get started!
Intentionality –
The Secret to Developing Excellence in Customer Service
This course is about how to deliver extraordinary internal and external customer service. This training is different than the typical … “how to deliver good customer service” type of training. The training begins by divulging a secret! The secret is that companies that deliver extraordinary customer service intentionally think about it all the time.
Attendees will learn how to intentionally make decisions and improvements every single day that positively impacts and enhances their customer service environment. During this training, they will complete a short questionnaire that reveals why it is “imperative” to provide exceptional customer service. Following the questionnaire, attendees will be taught the differences between internal and external customer service. When your customer service reps provide excellent customer service, they will truly stand out to the people they serve, both internally and externally.
Some topics they will learn are 1) The effect that negative employee engagement has on the external customer, 2) how to create a more customer-centric business environment, 3) the concept of personalized customer service, 4) the Platinum Rule of customer service, 5) how to develop a standard of excellence, 6) how to create loyal customers, 7) a customer service doctrine that can be incorporated immediately, 8) the positive impact of interpersonal customer service, 9) how to discern customer service Moments of Truth, and 10) how to determine and correct the “weak link” in your Cycle “Chain” of Service.
Topics to Be Covered
- What Does Excellent Customer Service Look like
- What Is Your Customer Relationship Doctrine
- What Constitutes Good Versus Bad Customer Service
- The Tasks Versus the Spirit of Customer Service
- Tangible Versus Interpersonal Customer Service
- The Power of Interpersonal Customer Service
- Internal Versus External Customer Service
- How to Determine Your “Cycle of Service”
LTC supports classroom, virtual, hybrid and other training delivery options. Learn more here.
Contact LTC at 207-415-3906 to get started!
Planning & Time Management
Time Management is the easiest thing to talk about and the hardest to do. Generally speaking, 20% of the tasks that you spend time doing produces 80% of the results you achieve. A major goal of the Course is to maximize attendees’ productivity by teaching them how to continually identify their key 20% activities. They will discover how to efficiently plan, schedule, prioritize, and reprioritize those activities as needed.
The best way to achieve their goals is to develop a sustainable, duplicatable Time Management System. Attendees will discover that Planning is a subcategory of Time Management and is the thought process that precedes action. They will receive instruction in how to change old unproductive work habits into new productive ones. The old cliché – Proper Planning Prevents Poor Performance has never been truer than it is now.
In today’s work environment of multi-tasking and doing more with less, it is imperative that seminar participants learn to tackle each day’s activities methodically, systematically, and strategically. Seminar participants will discover that what they do with their time is more important than how much time they have. Proper planning ensures that whatever time they do have is used to “best effect” – meaning that they make the most effective use of their time. Improving their Planning and Time Management will achieve positive results more quickly than improving any other single aspect of their job.
An important key to effective time management is flexibility. Not only must attendees be able to manage their time, but they must be flexible enough to change their plan, reprioritize, and reschedule without missing an important task or critical appointment.
Topics to Be Covered
- How to Organize their office and their “stuff
- How to Develop and Incorporate an Effective Time Management System
- The TAPPS Model of Prioritizing
- How to Control Interruptions
- How to Handle E-mails Seamlessly
- Planning & Time Management Tips, Techniques, and Concepts
- How to Overcome Procrastination
- How to Block their Time More Efficiently
- Prioritizing as a Vital Part of the Planning Process
- How to Batch Their Time
- How to Perform a Time Study
- The $25,000 Planning Tip
- How to Make the Best use of Transition Time
- Effective use of “To Do” Lists
- Discovering and Eliminating Timewasters.
LTC supports classroom, virtual, hybrid and other training delivery options. Learn more here.
Contact LTC at 207-415-3906 to get started!
Self-Motivation
This essential training course is about developing and maintaining a positive mental attitude and becoming self-motivated. Self-Motivation is important because becoming empowered is largely predicated on your attitude. If you have a passion for what you do, a belief in yourself, your service, and your company, you are enthusiastic, and possess a positive mental attitude, then self-empowerment and excellence are by-products of this type of mind-set. At our very core resides all the talent, energy, and power we need to achieve any goal we desire – but few of us ever learn to tap into it.
Seminar participants will discover that developing self-motivation begins with a choice – a choice that they are sometimes reluctant to make because their old patterns – routines – programs fight change.
Example of topics taught in this course are 1) how to set realistic Goals, 2) why it’s imperative to read motivational books, trade journals, and listen to recorded messages that will empower and encourage you, 3) how to use positive self-talk, 4) how to identify and change their patterns – routines – programs, 5) how to choose what they focus on because what they focus on increases, 6) how to develop their interpersonal people skills and make understanding people, a field of study, 7) how to enhance their self-image, in other words, separate their “who” from their “do, and 8) how to understand that their past doesn’t equal their future
Topics to Be Covered
- Excellence Is a Mindset
- Attitude Is Everything
- How to Manage Your Emotional State of Mind on a Day-To-Day Basis
- How to Not Have a “Kick the Cat” Kind of Day
- How to Manage your Bubble Days
- Why is Goal-setting Essential for Success
- Monitor What you Say to Yourself Every Single Day
- What is Internal versus external motivation
- How to Develop Initiative & Self-Reliance
LTC supports classroom, virtual, hybrid and other training delivery options. Learn more here.
Contact LTC at 207-415-3906 to get started!
Bring Passion Back into Your Work and Life
How do you bring passion back into your life and business? The course begins with an overview and definition of Passion. Attendees will discover that there are different types of passion – some very specific in nature and others more general. They will learn that unbridled passion can be counter-productive and even dangerous and that passion comes from the heart but must be governed by the head.
Attendees will also discover that developing passion is a choice – a choice that we sometimes are reluctant to make because our old patterns, routines and programs fight change. Attendees will discover that they can decide to let passion into their lives. They will learn that people who reap the rewards of developing their passion do so because they make a conscious choice to integrate it into their lives.
Passion in one area of your life that can weave its way into other areas of their life. Once attendees have a clear understanding of the concept of passion, they will spend the remainder of the course learning techniques and concepts to develop their passion and self-empowerment.
Participants will learn that self-empowerment is directly linked to self-motivation, goal setting, initiative, and self-reliance.
Topics to Be Covered
- What is Passion
- What are the Different Types of Passion
- Passion is a Choice!
- What is Self-Empowerment
- What does Self-Motivation Have to Do with Developing Passion
- The Concept of Goal Setting in Relation to Developing Passion
- How to Develop Initiative & Self-Reliance
LTC supports classroom, virtual, hybrid and other training delivery options. Learn more here.
Contact LTC at 207-415-3906 to get started!
Goal Setting
Goal setting is necessary for attaining success in life. It seems that almost every person has received some type of training on the importance of setting goals. Yet very few people actually do set goals. The reason is that most people really don’t understand why it’s important to set goals. The course begins with an explanation of how the conscious and subconscious minds work together for the achievement of established goals. It is important that attendees realize why setting goals is critical to the achievement of any expected outcome.
Attendees will learn two key points to be able to set and achieve goals effectively 1) their subconscious mind works like a goal-oriented, GPS guided missile, and 2) it continually strives to hit whatever target they give it – all day and all night.
An example of this concept is trying to remember someone’s name that you have forgotten. You consciously stopped trying to remember the name, then suddenly – the name pops into your mind. Their subconscious never stopped searching their memory banks for the person’s name. Their subconscious mind works on established goals in the same way. When you give it a command it strives to achieve the command you gave it.
Attendees will also learn how to set goals and how to track their results. They will discover that the steps for setting goals are very similar to the steps for building a house. Attendees will be taught, in detail, the following steps of goal setting: 1) begin with a desire or an idea, 2) then they develop a blueprint, 3) create a plan, 4) break the plan down into steps, 5) decide a time limit for each step, 6) set a deadline for each step, 7) order supplies, 8) set an ultimate deadline, 9) continuously evaluate, and 10) make corrections as necessary.
Topics to Be Covered
- Why Set Goals
- How Your Mind works in Attaining Goals
- The Importance of Writing Down all your Goals
- How to Create a Plan for Goal Attainment
- How to Breakdown Major Projects into Smaller, more Easily Attainable Goals
- The importance of Setting a Deadline for Each Step and an Ultimate Deadline for the Entire Project
- How to Develop and Use a Measuring Device to Track their Progress
LTC supports classroom, virtual, hybrid and other training delivery options. Learn more here.
Contact LTC at 207-415-3906 to get started!
Neuro-Linguistic Programming
This seminar is an introductory course to a concept called Neuro-Linguistic Programming (NLP). NLP is the “study of subjective human experience.” It explains why you do what you do and why you don’t do what you know you should do. Participants will learn cutting–edge rapport building skills that work amazingly fast, particularly in the areas of communication, recruiting, sales, customer service, and relationship development.
This information is essential for anyone in business or in a relationship because it is about people, communication, building rapport, enhanced performance, and human behavior. Participants first discover their Communication Style (Representational System) and learn the characteristics of each style.
They will then learn how to discern this information from other people. This knowledge will enable attendees to become more skilled at communicating effectively with their supervisors, co-workers, customers, and partners. Participants also learn the concept and skills of anchoring, developmental patterns-routines-programs, mirroring, modeling, and how to maintain a proper emotional state of mind using NLP technology. Personal and business applications are given in each of these areas. The training is delivered in an upbeat, enthusiastic manner.
Topics to Be Covered
- What are Representational Systems (Communication Styles)
- Characteristics and Business Applications of Representational Systems
- Establishing Instant Rapport Through Mirroring
- How to Use Mirroring to Enhance Your Ability to Establish Rapport
- What is Anchoring
- How Does our Patterns-Routines-Programs Affect our Lives
- How to Maintain Positive State-Management
- Modeling – Find out What Successful People do and do it!
LTC supports classroom, virtual, hybrid and other training delivery options. Learn more here.
Contact LTC at 207-415-3906 to get started!
Manage Your Stress & Enhance Your Communication Skills
The course will begin with an explanation of how stress is your body’s natural reaction to any demand placed on it – positive or negative — physical or mental. Course participants will discover how stress kicks in their “fight or flight” mechanism. They will also learn how their body reacts to perceived or imagined stress the same as it does to actual stress. What do stress and communication have in common? A lack of effective communication is one of the most pervasive problems facing American businesses and families today and one of the chief causes of stress in the workplace.
Some examples of poor communication attendees experience in the workplace that this course will help them handle 1) uncertainty or not knowing what is expected from their supervisors, 2) not getting any feedback on an employee’s job performance, 3) not knowing if anyone cares how or what they are doing on the job, 4) a feeling of helplessness – they don’t know who to talk to or what to say or not say, 5) poor management or poor boss, who makes the job tougher on employees by not communicating clearly, and 6) company Politics – who’s doing what to whom?
Instruction will be given on effective communication techniques and principles. Attendees will learn eight Rules of Effective Communication. The old adage “It’s not what you say, but how you say it” is not only true; it is essential to comprehend if you are to have operative and useful communication. There will also be instruction on Transactional Analysis, aggressive, assertive, and passive communication, mirroring, one-directional vs two-directional communication, persuasion skills and many other techniques.
We will wrap up the seminar by demonstrating several methods of preventing and relieving stress once it occurs. Attendees will learn the importance of getting enough sleep, eating right, and exercising when fighting stress.
Topics to Be Covered
Communication
- Eight Rules for Effective Communication
- The Importance of Giving and Receiving Clear, Concise Directions
- The Difference Between One-Directional and Two-Directional Communication
- Aggressive – Assertive – Passive Communication
- Transactional Analysis (The Parent, Child, And Adult in All Of Us – How They Affect Your Ability To Communicate)
- Dynamic Listening Skills and Rapport Building Techniques
- The Power of Mirroring, Matching and Leading
- The Importance of Giving and Receiving Clear, Concise Directions
- Persuasion Skills (If requested)
- The Difference Between One-Directional and Two-Directional Communication
- That Feedback Is Crucial If They Are to Communicate Successfully
Stress
- What Is Stress
- Good Vs Bad Stress
- Fight Or Flight
- Sources Of Stress In The Workplace
- Sleep Relaxation Techniques
- The Mercury Liquid Technique
- The 5 -7 – 8 Breathing Technique
- The Mini-Meditation Technique
- The Pressure Valve Technique
LTC supports classroom, virtual, hybrid and other training delivery options. Learn more here.
Contact LTC at 207-415-3906 to get started!
Public Speaking – 101
This course was developed because of requests from individuals who perform some type of public speaking as part of their job. The training is beneficial to anyone who conducts meetings, training sessions, speeches, or workshops. Most public speaking is conducted for one of four purposes: to inform, persuade, entertain, or just brief information.
Once attendees learn and can determine the purpose of their speech, they can begin to develop their presentation. Attendees will discover the importance of researching and studying as much information as they can about their audience and the purpose of the presentation. Once they know their purpose and their audience – participants will be taught how to develop their learning objective(s). The clearer the objectives – the easier it will be to create a presentation to achieve those objectives.
Attendees will learn that every piece of information they use in their speech or presentation must somehow feed the objectives. They will be taught how to use their objectives to help them research any additional information they may be missing to achieve their training objectives. Presentation skills will be demonstrated and then attendees will have an opportunity drill for skill., show attendees how to minimize stage fright, and teach them how to be more persuasive. Throughout the entire presentation participants will be taught numerous techniques, skillsets, and pointers on how to keep their audience engaged. Attendees will learn how to use an eight (8) step lesson plan outline to develop virtually any type or length of speech they need. It’s important to begin by listing the Training Objectives they want to achieve.
Topics to Be Covered
- The Speaker – Your Message – The Audience
- Prepare – Prepare- Prepare
- How to Choose Your Training Objectives
- How to Study Your Audience
- How to Develop a Lesson Plan
- Practice – Practice – Practice
- How to Practice
- Controlling Your Fear and Anxiety
- The Eight Step Speech Model
LTC supports classroom, virtual, hybrid and other training delivery options. Learn more here.
Contact LTC at 207-415-3906 to get started!