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Reviews

"Tremendous. Outstanding. Wonderful. What more can I say? Your speech was great?you recharged the speakers in our Speaker Service Program. Thank you for a job very well done!"

Christina J. O'Donnell, Public Information Officer West Penn Power Company

"As Tom Peters might say, 'WOW!' I really enjoyed your presentation. My only wish was for it to have been longer. I feel certain that each participant left the workshop with many good ideas they can apply in developing their supervisory skills. On behalf of SMC and myself, thank you for sharing your expertise."

Karen Campbell, Director of Human Resources SMC Business Councils

"I am so impressed by the Sam Deep-Lyle Sussman [Sam's co-author and colleague] approach. Their goal is to make you and your teams come away not simply with a theory or just with inspiration?but also with practical ways to implement positive change in the gut level, day-to-day experience. People walk out of their programs with things to do."

Tom Peters Author of In Search of Excellence and The Pursuit of Wow!

Speech Topics

Getting from Yesterday to Tomorrow

Ben Franklin was wrong?three things in life are inevitable: death, taxes, and change. This program identifies today's nine sources of "mega-change" as technology, mergers, restructuring, diversity, workforce, productivity, markets, regulation, and culture. It answers two questions: What actions can I take to make me more resilient to change and profit more from it? And what ten steps should I take the next time I need others to embrace change?

Ten Commandments of Exceptional Customer Service

Before you can give knock-your-socks-off service, you need to know what it is. You also need to know what you’re already doing well, where to improve it, and how to make it happen. The "Ten Commandments" include the behavior required by management as well as front-line employees to create a quality service team. [Companion half-day, one-day, or two-day programs available.] (Close the Deal) (Smart Moves for People in Charge)

The Steel-Spiked Servant

Spike leadership behavior builds accountability. It encourages employees to accept responsibility for their actions. Servant leadership behavior builds ownership. It incites employees to partner with you in the success of your team. Not many leaders exhibit both behaviors?at least not until they hear this moving message that borrows from the Gideon Bible and the life of Norman Schwartzkopf. The Steel-Spiked Servant surveys the 14 most critical dimensions of leadership, starting with vision and ending with teamwork. [Expands to as much as four days for leadership development at all levels.] (Smart Moves for People in Charge)

Twelve Keys to Success

What distinguishes highly successful people from their less successful counterparts? This uplifting program answers that question. It furnishes the encouragement, the insight, and the instruction you need to embrace behavior that increases your happiness, advances your career, and enhances your value to the people around you. It shows you how to: (1) bring your priorities in line with your core vales and beliefs; (2) pack your "void" with the best filling; (3) abandon hope for a better yesterday and stop waiting for a better tomorrow; (4) end negative thinking and self-talk; (5) ensure success rather than prevent failure; (6) change your response to stressful people and events; (7) think, speak, and act as successful people do; (8) endure the pain of feedback in order to secure the joy of growth; (9) speak with impact; (10) give people good listening-to's; (11) catch people in the act of victory; and (12) serve. [Companion half-day or full-day programs available.] (Yes, You Can!)

What to Say to Get What You Want

This humorous, yet sobering, program on dealing with difficult people calls for audience participation. Members of your group role play eight cantankerous characters?two bosses ("Puzzle" and "Turbo"), two employees ("Griper" and "Can-do"), two coworkers ("Backstabber" and "Leech"), and two customers ("Complainer" and "VIP"). Next, participants discover how to use these "Ten Commandments of Change" to encourage improved behavior: (1) expect the best; (2) listen before talking, think before acting; (3) get to the point; (4) change what they do, not who they are; (5) model the performance you desire; (6) adapt your approach to the person; (7) protect dignity and self-respect; (8) appeal to self-interests; (9) rejoice at success; and (10) cut your losses with remorse, not guilt. [Companion half-day or full-day programs available.] (What to Say to Get What You Want)