Ten Ways to Keep You and Your Staff Positive (8:30 am - 9:45am CT)

• Identify the ways individuals differ in terms of staying positive
• Learn the importance of listening to both the content and emotion
• Increase feelings of control and security in self and others
• Assess value differences and adapt to differences in others

Dealing with Angry Customers  (10:00 am - 11:15 am CT)

• Learn to diffuse extreme negative emotion in others
• Avoid communication behaviors which aggravate the situation
• Increase customer cooperation
• Improve customer loyalty and trust

Top Eight Management Skills all Business Leaders Need (11:30 am - 12:45 pm CT)

• Learn the Leadership skills you need to develop
• Learn the interpersonal skills you need to develop
• Learn which performance management skills you need
• Learn which oral and written communication skills you need to develop

Improve Your Business Writing (1:30 pm - 2:45 pm CT)

Learn how to make your documents

• Concise
• Audience centered
• Complete
• Correct
• Clear

Top Ten Tips to Conduct Effective Meetings (3:00 pm - 4:15 pm CT)