Seminars

Leadership, Sales & Customer Service Seminars by Mary Jane Mapes

Mary Jane Mapes knows that each organization faces its own set of challenges and goals. That’s why she offers in-depth, customized seminars that can help your employees master conflict, improve accountability, cultivate influence, and develop both communication and customer service skills.

Core Attitudes for Success

Leadership begins with a positive attitude – toward people, service, employees, peers, customers, and the organization. Mary Jane can help your people:

  • Develop self-awareness
  • Enhance the ability to self-manage
  • Exercise the power to choose
  • Develop personal accountability
  • Discover the best in one another
  • Create a service oriented mind-set

Developing Influence

In order to influence and move people to action, leaders must be able to connect, communicate, and engage listeners. Mary Jane can help your group:

  • Develop a powerful executive presence
  • Communicate and sell ideas
  • Build trust and rapport
  • Gain active involvement in presentations
  • Develop a compelling message
  • Deliver a winning presentation
  • Achieve message retention & positive persuasion
  • Field questions with finesse

Creating Customer Loyalty

Helping others get what they want is fundamental to profitability, because repeat and referral business is the real profit for any organization. Mary Jane discusses:

  • Four critical elements of “bring ’em back” customer service
  • The dollars and sense of service excellence
  • How to create and keep repeat and referral business
  • Maximizing first impressions
  • Taking personal responsibility for outcomes
  • Words to use, words to lose, and what to say instead
  • Handling upset with tact and skill
  • The service mindset

Understanding Others

Understanding people’s needs and desires is a key part of leadership. This knowledge improves the ability to communicate with, influence, and motivate others. Mary Jane can help your group:

  • Uncover the real needs of team members, customers, and colleagues
  • Earn the respect of others
  • Gain commitment from others
  • Hear the real issues behind what people say
  • Handle conflict effectively
  • Deal productively with resistance, upset and anger
  • Develop real power with people
  • Coach others for improved performance