Workshops - Client Site
Every SMLR program is customized to your organization's needs — built on proven frameworks, facilitated by experienced professionals, and designed to generate real behavior change, not just classroom awareness. All programs are available onsite at your location or online.
Managing Performance
• Managing Relationships: Understand how behavioral styles affect team dynamics — and how to leverage differences for greater productivity.
• Managing Performance: Communicate expectations clearly, coach for results, and build an inclusive, high-performing team.
• Motivating Staff: Review and apply 15 proven techniques to energize and engage your team.
• Communicating for Results: Master the communication skills that make the biggest difference in leadership and relationships.
• Delegating for Success: Identify what's getting in the way of effective delegation — and fix it.
• Resolving Conflict: Navigate difficult situations with confidence and move toward mutual understanding.
• Managing for Success: Develop the strategies and mindset for long-term management effectiveness.
Building Customer Relationships
Reinforcing value: Help staff understand the vital role they play for customers and for the organization.
• Building confidence: Motivate staff to take pride in their customer interactions and invest in their relationships.
• Embracing inclusion: Reinforce the importance of diversity in delivering equitable, respectful service to all customers.
• Resolving issues: Apply a four-step process for addressing customer concerns with professionalism and empathy.
Managing the Customer Service Team
For supervisors who are responsible for maintaining a culture of service excellence across their team.
Establish a shared language that reinforces good communication practices across the team
• Coach the 10 skills that build and sustain customer service excellence
• Apply practical management tools to motivate and hold staff accountable for service quality
Persuasive PresentationsFor professionals at any level who need to present ideas, proposals, or recommendations — and get people to act on them.
Step 1 — Gain Attention: Open in a way that immediately engages your audience and establishes why they should listen.
• Step 2 — Establish Credibility: Position your point of view with evidence and logic that builds trust.
• Step 3 — Present Key Points: Deliver your core message in a structured, memorable way that holds attention.
• Step 4 — Close for Action: Use the ASAP method to close every presentation with a clear, positive call to action.
Writing Skills
For professionals who want to communicate more clearly, confidently, and credibly in writing.
Writing Essentials for Business: Craft correspondence that is clear, professional, and purposeful.
• Communicating in Plain Language: Write so your reader understands your message on the first read.
• Mastering the Opening Point: Lead with what matters — and keep your audience engaged from the first sentence.
• Email & Writing Etiquette: Send messages that are focused, clear, concise, and easy to act on.
• Proofreading & Grammar: Ensure every message you send reflects your professionalism.