Additional Manuals

Handling Objections and Closing Sales - Participant Manual - This workshop is ideal for those managers responsible for a sales team. From time to time all salespeople need to be reminded of the basics and also given a few new techniques.

One of the biggest problems sales people have is handling objections effectively. Too often they try to do an end run around an objection, treating it as something bad. This workshop demonstrates to salespeople that they can learn to love objections, even embrace them. It talks about the three kinds of objection (real, false and hidden) and provides tips and advice on how to discover which type of objection you are facing and how to overcome it. Exercises allow participants to identify the specific objections they face when selling your product or service and discover ways of overcoming them.

$29.95

Facilitator Manual

Selling to People That Aren’t Like Me - Participant Manual - This workshop should only be delivered to participants that have taken ‘Why Aren’t Other People Like Me?’ which provides the introduction to the behavioral styles system used.

‘Selling to People That Aren’t Like Me’ teaches salespeople to recognize the four styles (Analytical, Driver, Expressive and Amiable) using a wide range of methods, including their prospective buyers, general demeanour, voice, handshake, clothes, office reception, office layout (including photo, furniture positioning, tidiness of desk etc.) questions they ask and a whole range of other clues.

$29.95

Facilitator Manual

Delivering Exceptional Customer Service - Participant Manual - Delivering exceptional customer service is not easy, so in a climate where it sometimes seems fewer and fewer people care about good customer service, organizations that provide it stand out from the rest.

Do your customer service personnel understand what it means to deliver exceptional service? Understanding the customer mindset, and having strong communication skills are two obvious keys, but what about the subtler things like keeping your cool when the customer is not; dealing with difficult, rude people; or knowing how to defuse someone who is angry? This workshop will give your staff the skills they need to stay calm and professional in any situation, and to provide exceptional customer service, which, in today’s world, is becoming a rare commodity.

$29.95

Facilitator Manual

Serving Customers That Aren't Like Me - Participant Manual - This workshop should only be delivered to participants that have taken ‘Why Aren’t Other People Like Me?’ which provides the introduction to the behavioral styles system used.

‘Serving Customers That Aren’t Like Me’ teaches people at the front line of your business to recognize the four behavioural styles (Analytical, Driver, Expressive and Amiable) they come into contact with daily. By using a wide range of methods, including general demeanour, voice, clothes, the questions they ask and a whole range of other clues, participants will learn which approaches are the most effective with each style.

$29.95

Facilitator Manual

The Skilled Workforce Shortage - Participant Manual - Every company, every government agency and every not-for-profit organization in North America is facing a situation never before seen - a severe shortage of skilled labor.

By taking this workshop participants will be better equipped to assist your organization in addressing this challenge while identifying opportunities for their personal growth and advancement in this new environment.

$29.95

Facilitator Manual

Why Aren't Other People Just Like Me? - Participant Manual - Why is it that we get on well with some people the minute we meet them, yet others remain a mystery to us? What is it with them? Why do they act so strangely? Why are some customers easy to deal with and others awful? Why do some people react well to your sales technique and buy, and others just keep coming up with objections?

In "Why Aren't Other People Just Like Me?" Mike Wicks shares the secrets of becoming a chameleon and opens the door to increased sales, better customer service and even improved personal relationships. No matter what business you are in this session will help you improve your bottom line and change the way you look at people forever. As one participant of his program said "I find myself trying to determine what style everyone is and it's all your fault! What fun!"

$29.95

Facilitator Manual

Hiring Right, Firing Right - Participant Manual - Firing (terminating) employees who are not performing is never an easy task for any manager, no matter how poor the performance. Employee terminations can potentially impact the many levels of an organization. Managers, who fire “right”, perform employee terminations through a process rather than a single conversation.

Whether addressing experienced or newly promoted supervisors or managers, through this interactive and reflective program, participants will gain valuable insight, methods and tools that will assist them in “Hiring Right, Firing Right”.

$29.95

Facilitator Manual

Congratulations You're A Supervisor - Participant Manual - This course is designed for first-time or new supervisors, and introduces a wide variety of skill sets required for effectively supervising others. Whether it’s learning how to give non-threatening feedback, becoming a better listener, understanding others people’s personal styles, or mediating a conflict – participants will learn tips and strategies to help them through almost any supervisory situation. Designed to instil confidence and inspire new supervisors to

embrace the challenge, Congratulations – You’re a Supervisor! is the first step in assisting your employee to become the leader you want them to be.

$29.95

Facilitator Manual

I'm A Circle, You're A Square - Participant Manual - Effective Workplace Communication teaches participants basic personality and work styles that will enable them to finally understand the people they work with. Just understanding is not enough however; this workshop takes participants one step further and gives them the tools they need to help them communicate more effectively with you and the rest of their colleagues. This will create greater harmony, understanding and collaboration in your workplace. Efficiency and output will then improve, along with your bottom-line.

$29.95

Facilitator Manual

The Entrepreneurial Non-Profit - Participant Manual - The Encore not-for-profit series of workshops focuses on new models of economic sustainability for organizations lessening their dependence on government grants as well as building increased efficiency in the relationship between directors and professional staff.

$29.95

Facilitator Manual

Success with Stress - Participant Manual - All employees experience stress from time to time. It comes from every direction - work, home, personal commitments, volunteer activities, the list goes on - and it’s often difficult to manage it all. When it comes to managing stress, as in everything else in life, one size doesn’t fit all.

This workshop will help participants identify their specific areas of stress; understand what stress is and how it affects them. It will also help them identify what stress management techniques work best for them. Success with Stress provides practical strategies for managing stress – no matter the source. Participants learn how to laugh at themselves, look at life differently, and feel good about their ability to handle all the things that life demands of them.

$29.95

Facilitator Manual