Barbara Glanz

Customer care, both internal and external, is the key to survival for organizations today. Not only must organizations acquire new employees and customers, but more importantly, they must keep the old ones. Research shows that it costs at least five times as much to attract a new customer as it does to retain an existing one, and the same is true for good employees. It becomes essential, then, for each individual in an organization, including those in the public sector, to understand the service attributes that create customer and employee loyalty. Participants will learn amazing statistics about why customers leave or speak badly of your organization, models for evaluating every interaction, the four things all customers want, the difference between core service and customer service, and what the research has shown creates loyal customers

It is our human nature to resist change - we all like to stay in our comfort zones! In our world today, change is rampant, and within any organization it is critical to help employees learn to manage change, both in their work and personal lives, if that organization is to stay competitive.

At work this translates into letting go of old, unproductive ways of doing things and embracing new initiatives that generate desired results. It also means helping people in their personal lives deal with all kinds of stress-producing situations such as divorce, cross-country moves, health problems, financial reverses, children leaving home, and the deaths of loved ones. New research shows that a change in any part of an employees' life will ultimately impact their productivity at work.

The outcomes of this workshop will be:

• reduced stress,
• higher levels of personal happiness, and
• greater job satisfaction, resulting in
• increased productivity.

Participants will explore many different coping skills and meaningful ways to let go of the past, better understand and navigate difficult periods of transition, and move on to new beginnings, in life as well as at work. A special program for managers will enable them to effectively lead their associates through the transition process. This program can be customized for your group.

For Executives, Managers, Team Leaders, and Team Players
Complete program - One Day Seminar.
Can be modified into shorter time frames.
Also available as a keynote presentation.

Did you know?

46% of employees leaving a company do so because they feel unappreciated.
61% said their bosses don’t place much importance on them as people.
88% said they do not receive acknowledgment for the work they do.
In their fourth annual United States @ Work study 2000, Aon Consulting found that, “Management’s ability to create a ‘sense of pride and spirit’ in an organization is the most effective way to recruit, retain, and motivate a high-performance work force.” As a result of the research studies quoted above, her own research with over 1200 frontline and hourly workers across industries, and her extensive experience working with organizations worldwide to increase morale and retention, Barbara has developed a presentation that helps supervisors and managers to understand that people do not leave organizations; they quit bosses!

Gallup interviewed two million workers at 700 companies and this was their conclusion: “The length of an employee’s stay in an organization is largely determined by his relationship with his immediate supervisor.” Considering that the average cost of replacing an employee is $50,000 today, it is vitally important for supervisors and managers to understand what their employees really want,, and the good news is that it is not all about money. This presentation will directly impact your bottom line as well as to help create workplaces where people feel valued, respected, and appreciated for the work they do.

As either pre-work or follow-up to this program, we suggest having managers and supervisors and their direct reports take the Glanz Employee Motivation (GEM™) survey online to determine how well they are modeling the specific behaviors that our research identified from employees in different industries all across the country as the management behaviors that create maximum commitment, productivity, and loyalty. Because it focuses on specific, repeatable behaviors—behaviors that can be learned or changed quickly and practiced daily, this survey will help managers and supervisors make significant improvements almost immediately and will introduce or reinforce the ideas in Barbara’s program.

Current research shows that only about 12 to 15% of American workers are giving their very best to their jobs. 8 to 10% are burned out with no life. However, that leaves 75 – 80% of our workforce who are just doing enough to get by. Just imagine what could happen to the productivity in your workplace if you could inspire those workers to do their very best!

Raise morale, reduce turnover, increase productivity, and have more fun at work – the wonderful news is that all this can occur in your workplace with very little cost. In this presentation you will learn how to create a work environment where people treat one another like valuable human beings with a sense of mission that their work is important and where appreciation and joy are present, no matter how serious the work may be.

Barbara will provide dozens of real-life, creative, low cost, immediately applicable ideas you can implement in your own workplace using the acronym CARE:

C = Creative Communication
A = Atmosphere and Appreciation for All
R = Respect and Reason for Being
E = Empathy and Enthusiasm

She will spread her “contagious enthusiasm” to maximize personal productivity and organizational success, and each participant will leave with a powerful understanding of the difference he or she can make every single day!

Based on an unforgettable story about a young man with Down Syndrome who changed the culture of an entire organization by being creative and giving the customers more than they expected, this program presents ten simple truths of service that will help organizations and individuals become more customer-focused, both internally and externally. With her unique combination of content and heart, Barbara will share research, stories, models, and action ideas based on these ten simple truths to encourage each person that he/she can make a difference every single day!

Change is rampant in our world today, especially in this tense world situation and depressed economy. Resistance to change is not about the head as much as the heart, less about facts than it is about feelings. Leaders must learn not only to manage the processes of change but also the emotional aspects of dealing with change.

In order for people to move forward, they must learn to let go of the old ways and adjust to new ways of work and life. This powerful, inspiring session will help leaders guide employees to better understand the change process as well as their feelings in the midst of change. It will include a CONTROL INVENTORY™ for leaders to use as a strategic, concrete tool to manage change and to help employees gain more control and perform at a higher level in a dynamic work environment.

Learning Objectives:

• Understand that the change process unfolds in recognizable stages and learn a new model for dealing with change.
• Recognize that you have CHOICES to be proactive rather than reactive in how you deal with change
• Understand the difference in response to Forced change and Chosen change and learn new skills to deal with both.
• Appreciate that each person in the organization is going through his or her own individual transition process and learn skills to understand, coach, and facilitate this process.
• Accept that there is both pain and creativity in the transition process.
• Learn new coping techniques for managing these transitions..
• Experience a framework involving both the rational and the emotional responses to change behavior.
• Apply a CONTROL INVENTORY™ as a new tool to understand how to manage changes in your workplace.
• Formulate an Action Plan to become more resilient towards change.

NOTE: This session can be customized for a team or an entire organization.

“Exhausted, Confused and Ticked Off — Hope for a New Beginning When Change Has Done You In!”

Change is rampant in our world today, and many people struggle with how to handle the constant changes in their work and lives. They are exhausted, confused and ticked off! Resistance to change, we have discovered, is not about the head as much as the heart, less about facts than it is about feelings. Workers must learn not only to manage the processes of change but also the emotional aspects of dealing with change.

In order for people to move forward, they must learn to let go of the old ways and adjust to new ways of work and life. This practical, inspiring presentation will help people better understand the change process as well as their feelings in the midst of change. It will include coping mechanisms and a CONTROL INVENTORY™ to use as a strategic, concrete tool to manage change and to help them gain more control and perform at a higher level in a dynamic work environment.

Learning Objectives:

• Understand that the change process unfolds in recognizable stages and learn a new model for dealing with change.
• Recognize that you have CHOICES to be proactive rather than reactive in how you deal with change
• Understand the difference in response to Forced change and Chosen change and learn new skills to deal with both.
• Appreciate that each person in the organization is going through his or her own individual transition process and learn skills to understand, coach, and facilitate this process.
• Accept that there is both pain and creativity in the transition process.
• Learn new coping techniques for managing these transitions..
• Experience a framework involving both the rational and the emotional responses to change behavior.
• Apply a CONTROL INVENTORY™ as a new tool to understand how to manage changes in your workplace.
• Formulate an Action Plan to become more resilient towards change.

NOTE: This session can be customized for a team or an entire organization.

Barbara works with Leaders who want to sharpen their presentation skills, with persons who would like to become speakers, and with experienced speakers who want to enhance their skills, better understand the business of speaking, and design more impactful presentations.

This experience may include any or all of the following:

• Finding your purpose and developing a personal mission statement
• Determining your “Brand” / differentiating yourself
• Speech creation and design
• Exploration of life experiences and life stories and their application to your message
• Understanding and applying the principles of Adult Learning to your work
• Platform technique and execution
• Guidance in writing and publishing a book
• Understanding the speaking business
• Sharing available resources

Options:

1.) Two half days (3 hours) in my home plus 12 month phone access for Q & A — $6000. You are invited for the weekend to my home on the beach in Florida. However, this investment can be broken down into one or two hour segments if more convenient and can be done in person, by phone or on Skype.

Additional one hour sessions may be added as needed for $250.

2.) An introductory two hours for $1000. This investment can be applied to the full year option if more help is desired.

Payment is due at time of coaching.

Our world is in desperate need of more compassion, caring, and kindness. Civility and common courtesy are seeming to go by the wayside because we are all just too busy. Just the smallest acts of kindness can make a huge difference in your workplace and in people's lives and can raise not only your profits but the level of goodness in the world. And it can begin with YOU!

Being kind, to me, is noticing and loving all those persons with whom we live or work who "interrupt" our busy lives, oftentimes unexpectedly. Mother Teresa said, "Be kind and merciful. Let no one ever come to you without coming away better and happier." This applies to our customers, our colleagues, our friends and our families. We all have the choice to make this our philosophy of life. I hope you will choose KINDNESS.

As we become more technologically advanced, busier. and more stressed than ever before, we often don't even see the opportunities around us every day to be kind. Our workplaces, our cities, and our homes are in desperate need of more simple kindness and caring.

Come and learn an acronym to awaken you to those chances to make a small difference in someone's day:

K = Kinesthetic
I = Imaginative
N = Neighborly
D = Deliberate

From the CEO to the frontline worker, you will leave with many inspirational, concrete and simple ways to change your culture and your lives to ones of kindness and caring. Not only will it impact your bottom line, but it will also add more purpose and joy to each day of your life and the lives of others with whom you interact.