Improving Leadership, Customer Service, and Communication

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Keynotes and Workshops

(You can see videos of Donna in action by going to the About Us tab.)

Donna will customize her keynote or workshop for your organization or special event. In addition to the typical presentation formats, Donna also offers interactive sessions that include:

  • Your group can take a JukeBox Journey. With this concept, Donna uses classic rock ’n’ roll tunes as memory anchors and inspiration for using the information and/or lessons she introduces. Sessions typically include activities like conga dance lines, a hand jive or other dance contest, and even a few dance lessons!
  • A game show format where audience members review information through an electronic jeopardy-like game show. They compete in a team atmosphere and learn while they play!

Following are samples of Donna's most requested sessions which can be presented as keynotes and workshops.

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Here Comes the Future ... Leadership & The Emerging Workforce

This leadership session rocks! Participants will:

  • Hear about the emerging workforce and ponder the challenges ahead.
  • Examine the three things leaders must do to meet today’s workforce challenges as well as prepare for the challenges of the future.
  • Explore the concepts of Emotional Intelligence and it’s importance to leadership.

Learn a new concept of connecting lessons to classic rock ‘n’ roll music as memory anchors.
As a keynote, this session includes the use of classic rock 'n' roll music, a little dancing, and a hand jive contest! We also offer the book JukeBox Journey To Success or a music CD card as memorable meeting take-aways. Both the optional book and CD card include a 21-song CD of original oldies. Rock 'n' Roll is Here To Stay!

Me, Myself & I, The Surprising Key to Great Customer Service

The key to great customer service is for service providers and leaders to focus on their own behaviors when interacting with internal and external customers. Audience members will:

  • Explore the concepts of Emotional Intelligence and it's connection to service
  • Relate attitude and service with personal responsibility
  • Recognize the WIIFM (What's In It For Me) Factor
  • Examine ways to keep Customer Service fundamentals alive

As a keynote, this session is also very effective using the JukeBox Journey concept where each point of the presentation is linked to a classic rock 'n' roll song as a memory anchor.

Change Happens!

There are three stages of change and it's a cycle. The most important thing to understand about the change cycle is just that – it’s a cycle – and we must learn to deal with the ups and downs. Audience members will:

  • Examine change as a cycle rather than an event
  • Learn the three stages of the change cycle.
  • Identify ways to move through the stages more smoothly
  • Use music to explore these points to include the Beach Boys, Don't Worry Baby; Dancing in the Street by Martha Reeves & the Vandellas; and I Just Want To Celebrate by Rare Earth.

We also offer the book JukeBox Journey To Success or a music CD card as memorable meeting take-aways. Both the optional book and CD card include a 21-song CD of original oldies including those listed above.

 

I'm Okay; You're a Complete Mystery

Understanding Personal Behavior and Communication Styles

This workshop helps individuals understand their own communication and behavior styles, as well as those of others in the work environment. Forty million people worldwide have used the Personal Profile System instrument successfully, for over 20 years.

Over time, we all develop distinct ways of thinking, feeling and acting, which reflect our core behavior patterns and our individual identities. The demands of the work environment sometimes require different responses that define our work behavioral styles. The Personal Profile System is a self-directed, self-interpreting learning instrument.

Understanding different communication styles helps us appreciate a diverse workforce and creates connections and mutual respect among people who communicate differently.

Even if participants have explored behavioral styles before, this program is a good reminder about self-awareness, using strengths and adjusting behavioral styles to meet the needs of others. Components include:

  • Understanding the Four Core Behavioral Styles
  • Determining Your Personal Style
  • Working With Your Strengths
  • Areas of Developmental Opportunity
  • Adjusting to Meet the Needs of Others

Please note that this session requires an additional investment for the behavioral profile instruments.

Interviewing With Purpose - Finding the Person You Need, Not Just the Person You Like

Employee turnover and lack of productivity are among the largest expenses to organizations, yet many still are not doing as well as they could when it comes to putting the right person in the right job. In this session audience members will explore:

  • The Cost of a Bad Hiring Decision / Turnover
  • Interview Formats
  • How to Identify Essential Job Functions
  • Things to Look For During the Interview
  • Legal Issues to Consider During the Interview

We can include a very cost-effective (starting at $5 each) Interviewing With Purpose quick reference guide for audience members or participants.

 

JukeBox Journey to Caring

For Those in the Relationship Business

In this session participants will be introduced to and explore their level of the five emotional intelligence competencies.

  • Self-Awareness
  • Self-Regulation
  • Self-Motivation
  • Empathy
  • Effective Relationships

In addition they will examine the connection to internal and external customer service.

As a keynote, this session includes the use of classic rock 'n' roll music, a little dancing, and a hand jive contest! We also offer the book JukeBox Journey To Success or a music CD card as memorable meeting take-aways. Both the optional book and CD card include a 21-song CD of original oldies. Rock 'n' Roll is Here To Stay!

 

Program Design

Donna has developed training programs, to include train-the-trainer components, for companies like Disney, American Express, City & County Governments, Columbia Medical Centers, and others. If you need a customized training program, don't hesitate to contact us about these services.

I received comments that your training was great, unbelievable, the best, wild, incredible. You have caught the imagination of my employees. Improving teamwork is now seen as something fun and mind opening.