The Essentials of Credibility, Composure and Confidence
Presence is personality projected. A presence that speaks well of an individual is one that projects credibility, composure, and confidence. These behaviors are not spoken but rather are displayed through the sum total of the individual. This persona is built on a healthy foundation of positive self esteem and rational thinking. Attending meetings, delivering presentations, conversing with colleagues: all these work events provide an opportunity to promote presence. Our appearance, non-verbal communication, voice and words all combine to demonstrate our persona and as such much be constructed in a way that consistently sends the right message.
Executive Presence can be defined as a person who,
- Radiates confidence
- Projects poise, credibility, authority, humility
- Shows high levels of self awareness
- Remains authentic
- Builds on strengths; works on flaws
- Demonstrates exquisite influence
Learn how to keep your composure and self-confidence high in the midst of hardship; how to identify and overcome your self-imposed barriers and limits. Learn to create win-win solutions with everyone you work with. In this exciting talk, you’ll learn how to confidently express your ideas and feelings; deal with negative, aggressive and difficult people; never feel the need to make excuses, over-explain, or over-apologize. You’ll learn how to speak about your accomplishments with accuracy and confidence.
- Maximize our impressions management skills
- Appreciate the role of appearance in building credibility
- Explore the role of non verbal communication in enhancing composure and confidence
- Understand self-concept and its influence on our work
- Recognize the importance of emotions in the workplace
- Be politically savvy through assertive communication
- Deal rationally and effectively with difficult people.
- Prevent communication breakdowns
- Identify and dispute the fallacies that create debilitative emotions
- Incorporate rational thinking to maintain emotional control
- Create and maintain a communication climate of support rather than defensiveness
- Maintain control in difficult to control situations
- Manage expectations throughout the process to circumvent excessive demands
- Use professional integrity as a tool to disarm difficult interactions
- Communicate assertive statements to clarify expectations clearly
- Explore win-win outcomes to deal with unreasonable requests
This program is ideally suited to professionals who are,
- Leading teams
- Managing people
- Reducing attrition
- Leading change
- Improving the customer experience
- Gaining a competitive advantage
- Improving employee engagement
- Delivering on your brand promise
- Fast tracking leadership talent
- Delivering on the diversity agenda
- Getting ahead
- Developing talent
- Improving sales
- Driving results
- Accelerating growth
This program is ideal for conference attendees and in-house workshops.
The Loyalty Series
Exploring the underpinning of what creates loyalty
The Emotion of Loyalty
Find out what the Harvard Business Review cited as the single most significant skill leading to career success: emotional intelligence. Leave with a new appreciation for the emotional skills that lead to loyalty. We’ll learn and practice the important skills that characterize emotional intelligence.
Loyalty through Clarity
The imperative to communicate with customers is increasing. Customers do appreciate being well informed, but only when the information is relevant, profitable, and well communicated. Don’t risk alienating customers with poorly executed communication. Learn the skills to be clear, concise, and appropriate when informing customers.
Explore how you are perceived through email, text messaging or voice mail.
Loyalty to Company
Employee loyalty is one of the most significant determinants of profitability within a company’s control.
Based on the overwhelming research of the U.S. Gallup organization, this program uncovers the mind-set, and the easy to implement skills that lead to higher employee loyalty.
The relatively simple, and as a result consistently underestimated, power of: expectations, resources, opportunities, recognition, encouragement, purpose, progress, etc. have a (to put it mildly) profound impact on customer service, resignations, accidents, productivity, sick days, creativity, sales, and productivity.
To galvanize professional support from existing and prospective clients is the best and easiest way to grow business. Given this is the case, it’s surprising that 80% of clients would give a referral, yet only 20% are ever asked. The resistance to ask is based on a myriad of unrealistic concerns: rejection, asking too much, lack of confidence, etc. This course lays to rest the concerns, and teaches the skills necessary to be confident and effective in garnering referrals. Referrals will be given when three fundamentals are met: I like you, you serve me well, you ask.
Integrity of Loyalty
Client negotiations can sometimes leave us feeling frustrated when we feel the client is being unreasonable. Our responses in these situations will have an impact on the present negotiations, engagement with the file, future business, and so on. Dealing with difficult clients requires that we be at are best under pressure. To engage clients with tact, diplomacy, skill, and compassion are the hallmarks of learned communication competence.
*each module is 1.5 hours (keynote or training workshop).
*can choose individual sessions or combine for a full day.
The Essentials of Building a Referral Business
To galvanize professional support from existing and prospective clients is the best and easiest way to grow your business. Given this is the case, it’s surprising that 80% of clients would give a referral, yet only 20% are ever asked. The resistance to ask is based on a myriad of unrealistic concerns: rejection, asking too much, lack of confidence, etc. This course lays to rest the concerns, and teaches the skills necessary to be confident and effective in garnering referrals. Referrals will be given when three fundamentals are met: I like you, you serve me well, you ask.
We’ll explore the professional behaviors deemed likeable from the client’s perspective: curiosity and great listening. Participants learn the skills necessary to have a value conversation with prospective and existing clients that point towards the good service to date. The ABCs of asking is a format that anyone can learn and use in their very next client engagement that dramatically increases the likelihood and obtaining well qualified referrals. Lastly we expose the behaviors that limit our effectiveness and strategize ways to overcome set-backs and referral resistance.
- Appreciate that a referral is an extension of the client’s character and integrity to others.
- Revive curiosity to pave the way to emotional connections
- Listen to make others feel connected and important.
- Appreciate and practice empathy as a powerful professional and personal skill.
- Confidently have important value conversations with clients.
- Learn the ABCs of asking for referrals to garner quality professional contacts
- Maximize success by securing introductions.
- Overcome resistance in a way that maintains the relationship and allows for referrals.
- Identify limiting behaviors that self-defeat our best efforts
- Practice techniques to ask for referrals and overcome resistance
Emotional Intelligence in the Open Concept Retail Store: Breaking through (our own) Barriers
As we know more bank branches are adopting the open concept design to enhance the customer experience. The challenges faced by this new approach are already been felt. The change from working behind the counter to “working” the floor has been difficult for many. The confidence required to be comfortable and competent in this new workspace is a component of emotional intelligence. This program is designed to enhance the emotional quotient required to be more comfortable and confident when interacting with customers and the community.
The research is compelling; emotional intelligence, EI, in the workplace is fundamental to effectiveness.
*Results showed that EI related more positively to performance under a high managerial work demands context of jobs that require management of diverse individuals, functions, and lines of business, potentially because such job contexts activate and allow high-EI individuals to act in emotionally intelligent ways that facilitate their performance.
This program uncovers and strengthens the skills required to emotionally connect with colleagues and customers. We explore three areas that each participant brings to their interactions in the retail store: intrapersonal awareness and choices; interpersonal skills and techniques; and, business development through community engagement.
Intrapersonal awareness is the foundation of everything! Take charge of your attitude and you take charge of your life with new strategies for beating negativity, eliminating doubts, and setting positive goals. Understand the power of thought, and its impact on prompting emotion. Recognize that thoughts are a choice, and that the right choice leads to better decisions and better outcomes. Learn to feel more comfortable and confident managing the open concept environment. Stay mindful and focused on the customer’s task while demonstrating awareness to those waiting.
The demonstration of high EI is outstanding interpersonal communication. Participants practice. “being their best selves”, through experiential activities that foster: assertiveness and resilience. Take charge of the lobby with the demonstration of self-assurance and approachability.
We’ll explore the psychological and emotional underpinnings of the confidence now required to engage in “opportunity” spotting. The candid and straight forward approach to transitioning from the “chit chat” to questions exploring a customer’s financial needs requires tact and diplomacy. This departure from the very psychological safe transactional banking to the new advice driven model requires bankers to be more confident in asking probing questions. And since not every advice driven interaction is going to meet with success, bankers now, more than ever, are required to handle rejection for the first time. This is when a person’s emotional capacity is the most challenged. Bankers must learn to emotionally deal with rejection by cultivating and protecting a resilient and positive outlook. They must be able to approach the next customer with optimism and confidence.
Finally, the case is made for the foundation of emotional connection: “Better to be interested, than interesting”. Empirical research is used to make the business case for curiosity for autobiographical information about those we meet in, and out, of the store.
Intrapersonal (overcoming self-imposed barriers)
- Uncover the underpinning of confidence: realistic self-regard, positive perceptions.
- Appreciate the think, feel, behave dynamic and how reality testing improves our attitude and actions.
- Embrace “change” as the only constant in life.
- Program yourself for success through accurate thinking.
- Learn to tolerate the stresses of that upset our balance and affect our performance.
Interpersonal (being our best self)
- Quickly build rapport and emotional comfort with customers.
- Incorporate a direct candid approach to opportunity spotting moments.
- Choose and apply specific communication strategies to maximize their persuasive influence.
- Harness the emotional component to assertiveness and confidence in opening business opportunities.
- Be resilient to the inevitable rejection that comes with these conversations.
- ‘Own” the lobby with self-assurance and approachability.
Community Engagement (connecting emotionally in and out of the store)
- Recognize the power of small talk for building relationships.
- Tap into the autobiographical urge of existing and prospective customers.
- Realize that business flows in the direction of biographical knowledge.
- Learn to make connections through intelligent inquiry.
With the advent of the open concept retail environment the time is right to capitalize on the abundance of opportunities to meet new customers, forge relationships and enhance business development.
This seminar is targeted directly and solely to the specific requirements of open concept retail banking professionals. Through a personal, experiential process you will develop and strengthen your ability to understand and build rapport with all customers by finding common ground. You will leave with an enhanced repertoire of communication skills and persuasive strategies that will increase your effectiveness and enhance your professional success.