Workshops - Client Site
Every SMLR program can be 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. 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.