Toll free:
0 items

Customer Relationship Management: Mastering Profitable Relationships

December 16, 2020
10:00 AM PST | 01:00 PM EST
90 Minutes
Webinar Id:
Register Now

Live Version

$145. One Participant
$295. Group Attendees

Recorded Version

$195. One Participant
$395. Group Attendees

Combo Offers

Live + Recorded
$289 $340   One Participant

Live + Recorded
$599 $690   Group Attendees

Group Attendees: Any number of participants

Recorded Version: Unlimited viewing for 6 months ( Access information will be emailed 24 hours after the completion of live webinar)


Who would you like to influence more effectively? Your manager? Co-workers? Employees? Key customers? Suppliers? Whether you need to influence someone to go along with your ideas, to make and keep commitments, to help you complete a task, or to cooperate in a team endeavor, your success is greatly influenced by your ability to use your personal power and communication skills effectively.

This fast-paced workshop will help you sharpen your skills for influencing and persuading others. You will learn to create rapport, ask directly, listen effectively, and use proven interpersonal skills to improve your effectiveness with individuals and with groups.

Why you should Attend: By attending, you will understand how to even more effectively:
  • Explain how understanding of personal differences impacts communication
  • Create strategies for understanding and working with others with different work styles (Approaching resistance)
  • Use clarifying and confirming skills to understand another person's point of view (Understanding and appreciating and resistance)
  • Use constructive criticism and hitchhiking skills to productively respond to another person's ideas (Using your persuasion and influencing skills to respond to resistance)

Would you like to communicate more effectively, especially as a manager and leader?chine? Would it help to create strategies which will work effectively with others with different work styles?

How about being able to better manage others because you have an enhanced understanding and appreciation for their point of view? Is it worth 90 minutes of your time to improve your effectiveness at improving your team's productivity and performance?

If you answered “yes” to any of these questions, then come laugh, listen and learn as Chris DeVany leads us all through those important topics, key questions and answers we all need to be able to address effectively to improve our team members' and team's performance!

Areas Covered in the Session: WORKSHOP OUTLINE
    • 5 approaches to influence
    • Identifying your style
    • Pros & Cons of each style
    • Skills needed for each
    • What do you need/want?
    • Defining objectives
    • Clarifying your values
    • What was difficult?
    • What would help?
    • Applying to real-life cases
    • The key skill for rapport
    • What to notice in others
    • Matching perceptions
    • Self-fulfilling prophecy
    • Your expectations of self & others
    • How do you listen now?
    • 12 common responses
    • Risks & roadblocks
    • 4 Active Listening Skills
    • Adding Empathy
    • Assessing the other(s)
    • What do I want from them?
    • How to ask for it
    • What did I learn?
    • 2 win-lose approaches
    • The one win-win approach
    • How to recognize each style
    • Practice exercise· Some Do's & Don'ts
    • Body Language
    • Influence and leadership
    • 8 task-related behaviors
    • 5 relationship behaviors
    • 5 that help both areas
    • 9 counterproductive actions
    • Guidelines & reminders
    • Follow-up report

Who Will Benefit:
  • CEO
  • Senior Vice President
  • Vice President
  • Executive Director
  • Managing Director
  • Regional Vice President
  • Area Supervisor
  • Manager

Chris DeVany is the founder and president of Pinnacle Performance Improvement Worldwide, a firm which focuses on management and organization development. Pinnacle's clients include global organizations such as Visa International, Cadence Design Systems, Coca Cola, Sprint, Microsoft, Aviva Insurance, Schlumberger and over 500 other organizations in 22 countries. He also has consulted to government agencies from the United States, the Royal Government of Saudi Arabia, Canada, Cayman Islands and the United Kingdom.

He has published numerous articles in the fields of surviving mergers and acquisitions, surviving change, project management, management, sales, team-building, leadership, ethics, customer service, diversity and work-life balance, in publications ranging from ASTD/Performance In Practice to Customer Service Management. His book, "90 Days to a High-Performance Team", published by McGraw Hill and often accompanied by in-person, facilitated instruction, has helped and continues to help thousands of executives, managers and team leaders improve performance.

He has appeared hundreds of times on radio and television interview programs to discuss mergers and acquisitions (how to manage and survive them), project management, sales, customer service, effective workplace communication, management, handling rapid personal and organizational change and other topical business issues.

He has served or is currently serving as a board member of the International Association of Facilitators, Sales and Marketing Executives International, American Management Association, American Society of Training and Development, Institute of Management Consultants, American Society of Association Executives, Meeting Professionals International and National Speakers Association. Chris is an award-winning Toastmaster's International Competition speaker. He recently participated in the Fortune 500 Annual Management Forum as a speaker, panelist and seminar leader.

Chris has distinguished himself professionally by serving multiple corporations as manager and trainer of sales, operations, project management, IT, customer service and marketing professionals. Included among those business leaders are Prudential Insurance, Sprint, BayBank (now part of Bank of America), US Health Care and Marriott Corporation.

He has assisted these organizations in mergers and acquisitions, facilitating post-merger and acquisition integration, developing project management, sales, customer service and marketing strategies, organizing inbound and outbound call center programs, training and development of management and new hires, and fostering corporate growth through creative change and innovation initiatives.

Chris holds degrees in management studies and organizational behavior from Boston University. He has traveled to 22 countries and 47 states in the course of his career.

Recently Viewed