"Customer Satisfaction Skills"--an intensive, 1-day program that focuses upon critical communication skills for CSR's. Skills include: greeting, fact-finding, troubleshooting, problem-solving and conflict resolution.

"Strategies for Effective Listening"--an interactive 2-4 hour module. Skills include: barriers, obtaining critical content, verifying and confirming.

Audiotape or videotape consulting includes analysis, design, scripting, production, editing and post-production services. Strategic consulting for all levels of management, from executive to first-line is available. Major industries we represent are insurance, high-technology, telecommunications, transportation, health and financial services.

We provide a wide array of detailed and extensive diagnostic services. Included are focus group and employee surveys, complete with analysis and recommendations. Individual instruments and feedback are provided in each of our course offerings. Many are available in PC and CD-ROM formats.

We have over 60 insurance clients and are active members of the Society for Insurance Training and Education. All course listings are available in P/L and commercial versions.

"Claims Communication Skills"--an intensive, 2-day program that focuses upon critical communication skills for CRs. Skills include: building relationships, discovery, informing, selling and managing conflict. "Toolbox" for conflict resolution is provided. Includes video case studies in liability, auto, property and worker's comp.

"Advanced Negotiation Skills for CRs"--a sophisticated, 2-day program. Skills include: interests, options, standards, people, tactics, closure and managing differences. "Tactics Toolbox" is provided. Includes generic, "Getting to Yes," video.

"Fraud: The First Line of Defense"--a 1-day fraud detection/prevention system for CRs. Skills include: claim analysis, indicators and red flags, statement taking, developing the investigation, data bases and resources, file disposition, SIU intervention, and action planning. Video case studies in liability, W/C, auto and property are included.

"Producer Selling Skills"--a 2-day verbal basics course for agents. Skills include: agency selling cycle, prospecting, probing, multi-line selling, closing and handling objections. Highly interactive with three rounds of role play. Also includes situational analysis and case studies.

"Advanced Selling Tactics for Agents"--a 1-day program for agents. Skills include: lead generation, strategic elements, account review process, relationship building and in-depth communication skills diagnostic assessment (DISC feedback instrument).

"Underwriter Communication Skills"--an intensive 2-day course for new and experienced U/Ws. Skills include: telephonics/e-mail, questioning, listening, informing, selling, managing differences and negotiation skills. A variety of video vignettes and video skill models are provided.

"Coaching for Success"--a 1-day program for sales managers. Skills include: pre-call planning, call objectives, call observation, debriefing and feedback, troubleshooting and action planning.

"Basic Management Skills"--a 2-day course for supervisors and first-line managers. Skills include: self diagnostics and skills assessment, clarifying and confirming, giving praise, constructive feedback, managing conflict, giving performance reviews, goal setting, time management and action planning. Highly interactive with three rounds of role play.

"Advanced Leadership Skills"--a 2-day course for experienced managers. Skills include: self diagnosis and skills assessment, change management, leader behaviors, situational leadership, teambuilding, The Team Machine, managing conflict, mentoring and coaching.

"Focused Interviewing"--a 1-day interviewing system. Skills include: legal realities, sourcing and screening, defining job skills and requirements, planning and conducting the interview, testing and evaluation, reference checking and making the job offer.

"Performance Appraisal"--a 1-day performance feedback system. Skills include: ongoing process, planning, giving the appraisal, communication skills, troubleshooting and action planning.

"Advice on Success"--a self-paced learning system or 2-4 hour module. Includes eight years of research, interviews and feedback from over 227 of the Fortune 500 CEOs. Key focus areas are on goal setting, time management, action planning and mentoring. The self-paced system includes a business handbook, workbook, audiocassette tape and skills guide summary. The motivational module is available in Powerpoint format.

We've distributed "Advice on Success" to all of our franchise owners and operators and each are using the system throughout their respective offices--including sales, service, manufacturing and operations. We believe in the principles. It has enhanced relationships with our franchise network. --Matthew Buksbaum, VP Sales & Marketing, ASI Sign Systems, Inc.

RESULTS! That's what we were looking for and that's what we've received. Our sales teams have increased orders and bookings. Our management teams have increased productivity. If you're looking for ROI, you'll never get a better one than this. --Peter Shapiro, V.P. of Human Resources, Electro Rent Corporation

Our claim workshops conclude with the "Advice" presentation...we save the best for last! It is inspirational and motivational. I'd recommend it as a unique, thought-provoking training tool that's a real value for your training dollar. --Roy Niten, Manager of Claims Training & Education, Farmers Insurance

I run a high-powered office made up of millionaires-to-rookies. Your books and tape have helped me improve my personal effectiveness and keep my team focused on production. By the way, we're having a record year! --Robert Ruccione, General Manager, Coldwell Banker

"Teambuilding"--a 2-4 hour module. Skills focus upon teamwork simulations, case studies and situational analysis. Workshop also includes diagnostic models and feedback. Can be geared to organizational vision statement and core values. Includes motivational video. Optional experiential activities are also available upon request.

"Advanced Negotiation Skills," a sophisticated, 2-day program. Skills include: interests, options, standards, people, tactics, closure and managing differences. "Tactics Toolbox" is provided. Includes custom case studies, role plays and generic, "Getting to Yes" video.

"Advanced Selling Strategies," a 2-day program for experienced SRs. Skills include: selling cycle, business issue selling, testing positions, buyer analysis, account management process, account reviews, overcoming obstacles, identifying "red flags," strengths & weakness assessment and account action planning.

"Professional Sales Skills," a 2-day program for new and experienced SRs. Skills include: probing & listening, developing the sale, supporting needs, closing, and handling customer attitudes. Also includes "Objection Toolbox," three rounds of role play and various generic video behavior models. Optional: role play video analysis.

"Managing Time and Territory," a 1-day program. Skills include: SR time use diagnostics, log analysis, strategic account management, goal setting, territory planning and organization, time-saving tactics and action planning.

"Sales Manager Coaching," a 1-day program for sales managers. Skills include: pre-call planning, call objectives, call observation, debriefing and feedback, troubleshooting and action planning.

"Presentation Skills," a 2-day program for managers and SRs. Skills include: audience analysis, structure and planning, platform skills, interactive techniques, handling questions, using visuals and Powerpoint, delivering proposals and giving demos. Optional: video platform analysis.

"Telemarketing and Prospecting," a 1-day program for SRs. Skills include: media selection, pre-call planning, needs analysis, scripting, targeted audiences, "Objections Toolbox," closing, call monitoring and follow-up.